Welcome to Little Book Stays! 🏡
Client Guidelines & Communication Protocol
Welcome to the Little Book Stays family! We are thrilled to partner with you to maximize your property’s revenue while providing an exceptional experience for your guests. Our mission is to handle the heavy lifting so you can enjoy a truly hands-off investment.
- Primary Email: LittleBookStays@gmail.com
- Phone Lines: (620) 678-9482 | (828) 721-5647
1. Guest Communication & The Co-Hosting Model
We operate under a full Co-Hosting Model, meaning you have complete visibility into your property’s daily operations and guest messages.
- One Voice Policy: All active guest communication is handled strictly through our main host account (Benjamin).
- Please Do Not Reply Directly to Guests: Even if you see a guest message come through, we ask that you do not message them directly or contradict statements made by the management team.
❌ Why this matters:
If a guest asks, “Are there beach towels at the house?” and the host replies “Yes,” but an owner steps in and says “No, there aren’t,” it creates confusion, undermines trust, and makes us look disorganized.
- Need to Make a Correction? If you notice a detail in a guest chat that is inaccurate, text us directly on our owner line! We will immediately send the update to the guest so the communication remains seamless and professional.
From time to time, there will be exceptions, such as during times of emergency. Some clients like to be more involved in the process, and we welcome that. We just ask that you do so productively and not contradict the property manager.
2. Communicating with Your Property Manager
We are always here to support you and keep your property running smoothly.
- Standard Business Hours: 9:00 AM – 7:00 PM (EST)
- Use these hours for routine questions, payout inquiries, listing updates, or general feedback.
- After-Hours Support (After 6:00 PM): Reserved strictly for urgent property emergencies (e.g., active water leaks, storm damage, severe guest incidents).
3. Owner Stays & Vacation Requests
It’s your house—of course you are welcome to enjoy it! To protect your listing’s performance, please follow these guidelines when planning a personal stay:
- Notify Us in Advance: Text or email us your requested dates as early as possible so we can block the calendar before a guest books.
- The “20-Day Rule”: We strongly advise keeping personal stays under 20 total days per year (especially during peak seasons). Long owner stays disrupt automated pricing algorithms, block high-ADR dates, and significantly impact your annual yield.
4. Booking Cancellations & Maintenance Blocks
As a boutique property management company managing under 15 exclusive properties, every single listing is a priority. To protect your listing’s algorithm ranking, search visibility, and revenue, we maintain a strict policy regarding host-initiated cancellations:
- No Host Cancellations: Under no circumstances will Little Book Stays cancel an active guest booking on our end. Platform-initiated host cancellations severely penalize your listing, lower search rankings, and result in heavy financial penalties imposed by Airbnb/Vrbo.
- Client Responsibility for Cancellation Fees: As a boutique firm, Little Book Stays cannot absorb or eat platform cancellation fees triggered by owner requests. If an owner explicitly demands a host-side cancellation, any fees, fines, or penalties charged by the platform will be billed directly to the owner.
- Unrentable Property / Emergency Repairs: If an emergency issue arises that makes the house genuinely unrentable (e.g., major plumbing failure, storm damage), we will immediately block the calendar to prevent future bookings until all issues are fully resolved. Existing reservations will be handled on a case-by-case basis through platform support to avoid host penalties.
Below, you can contact us by phone or email about our rentals, co-hosting service, or property management services. Once again, thank you for the opportunity to do business in the future!