Auntybnb Front Desk team helping Airbnb guests with 24/7 messaging

Terms

Auntybnb Terms of Service

Effective 23 July 2025

1.
Introduction

By using Auntybnb’s services you agree to these Terms of Service ("Terms"). If you disagree with any part, please do not use our services. We may update the Terms from time to time; continued use means you accept the changes.

2.
Our Services

Auntybnb provides two core services for short‑stay accommodation hosts:

2.1
Housekeeping (Melbourne only)
  • Per‑clean service that resets the property between stays

  • Optional add‑ons per clean: Fresh Linen, Boutique Toiletries, Guest Essentials, Welcome Pack

  • Deep Clean available on request, billed hourly.

2.2
Front Desk (Australia‑wide)
  • 24 / 7 human guest messaging and support

  • Coordination of access issues, emergencies, and maintenance with local trades

  • Digital guidebook for each property

  • Subscription billed monthly. An introductory promotional rate may apply for new customers, cancel any time

3.
Add‑Ons

Add‑ons are optional and charged per clean alongside Housekeeping:

  • Fresh Linen – supply and laundering of bed and bath linen

  • Boutique toiletries – full‑size, refillable hotel‑style toiletries

  • Guest essentials – kitchen and laundry basics restocked each stay

  • Welcome pack – snacks, milk, coffee, and tea for two guests (extra packs on request)

4.
Payments & Invoicing
  • All prices include GST. Current rates are published on our Pricing page and may change with at least 30 days’ notice.

  • Weekly invoicing: Each week we charge the card on file for the previous week’s Housekeeping cleans and any add‑ons.

  • Front Desk is charged monthly in advance. Any promotional pricing details are displayed on our website.

  • Unpaid invoices may lead to suspension of service.

5.
Scheduling & Access
  • Housekeeping cleans are automatically scheduled via your Airbnb calendar.

  • Hosts must provide reliable access (lockbox, smart lock, or spare key). A call‑out fee applies if cleaners are unable to enter.

  • Same‑day or last‑minute cleans are accepted when available and may include a last‑minute fee as per current rates.

6.
Cancellation & Rescheduling
  • No fee for cleans cancelled before 12 PM the day prior.

  • Cleans cancelled after that cut‑off may incur a late‑cancellation fee as per current rates.

  • Front Desk subscriptions can be cancelled any time; service continues to the end of the paid period.

7.
Restocking & Maintenance
  • Housekeeping flags maintenance issues with photos in the post‑clean report.

  • Front Desk coordinates trades and follows up until resolution.

  • For hosts with on‑site supply cupboards, cleaners will restock from host supplies. Otherwise, add‑ons cover restocking.

8.
Satisfaction Guarantee

Report any cleaning issues within 24 hours of guest check‑in and provide photos. If an issue is confirmed, we will organise a complimentary re‑clean. If the matter remains unresolved, we will offer reasonable compensation at our discretion.

9.
Liability & Insurance

Auntybnb holds $1 million in general liability cover. Provide written notice of damage within 24 hours. We are not liable for platform outages, guest misconduct, pre‑existing damage, third‑party service interruptions, loss of income, or events beyond our reasonable control.

10.
Property Condition & Extra Charges

Excessive mess or damage may incur additional fees, which we will quote and seek your approval for before work begins.

11.
User Obligations

Hosts must:

  • Provide accurate property details and keep calendars updated.

  • Complete Aunty’s onboarding form and, for Front Desk, the digital guidebook questionnaire.

  • Maintain necessary turnover time between stays.

12.
Privacy

We use secure scheduling software and an encrypted payment portal to protect your data. Calls and messages may be recorded for quality assurance.

13.
Dispute Resolution

These Terms are governed by Victorian law. Disputes will be handled through mediation before litigation where possible.

Last updated: 23 July 2025