AirKeeper Bewertungen 

Antwort von AirKeeper

2. Feb. 2026

Thank you for taking the time to share your feedback. We genuinely appreciate you acknowledging that communication was generally prompt and that payments were consistently made on time.

We would, however, like to clarify a number of points raised in your review to ensure accuracy.

Regarding the break-in, the area affected was a storage cage located within the building’s car park, not the apartment itself. Prior to commencing management, we were not advised that personal items were being stored in the cage, nor were we instructed to monitor or manage that space as part of our service.

We were informed by the building manager that the cage may have been accessed. When you later advised that items had been stolen, we requested a list of the items and asked for permission to access the storage cage to verify what was missing so that we could properly assess and potentially support an insurance claim. Unfortunately, we were not granted access to inspect the cage, and without being able to verify the claim or confirm the contents, we were unable to responsibly lodge an insurance claim on your behalf. We also noted at the time that some items listed as stolen appeared to still be present within the cage, and the bicycle referenced in your review was not included in the original item list provided to us.

We understand how distressing it is to experience theft, particularly while overseas. However, without access to the storage area or verification of items, our ability to take further action was limited.

In relation to cleanliness, we do apologise for any concerns upon your return. The property did receive an initial deep clean prior to listing. Throughout the 12-month management period, we recommended six-monthly deep cleans as standard best practice for short-term rentals to maintain presentation standards, however this recommendation was declined and only one deep clean was carried out during the year. That said, we always aim to uphold high cleaning standards and regret if the property did not meet your expectations at handover.

With respect to longer stays, our booking strategy is always focused on optimising net return to the owner based on market demand, occupancy risk, and seasonality. Longer bookings can reduce vacancy gaps and operational costs such as changeover cleans, but they are only accepted where they support overall revenue stability for the owner.

We are sorry that your experience did not meet expectations. We wish you all the best with your future management arrangements and genuinely hope the property performs well moving forward.

All the best,
The AirKeeper Team

Antwort von AirKeeper

27. Feb. 2026

Thank you for your review. It is great to hear that Faulconbridge provided a peaceful and comfortable setting for your anniversary weekend. We look forward to hosting you again in the future.

All the best,
The AirKeeper Team

Antwort von AirKeeper

27. Feb. 2026

Hi Rosie,

Thank you for your lovely review. It is great to hear that the Nelligen apartment was perfect for your family getaway and that you enjoyed the water views, modern furnishings and outdoor area. Your feedback is truly appreciated.

Kind regards,
The AirKeeper Team

Antwort von AirKeeper

Aktualisiert am 27. Feb. 2026

Dear Mike,

Thank you for your feedback.

Identity verification and security procedures are in place to protect both property owners and guests. While booking platforms conduct their own verification processes, short term rental operators also implement additional measures for security, risk management, and fraud prevention.

We are professionally partnered with major booking platforms and our verification process is approved in line with their requirements. Unlike hotels, where identification is verified in person at reception, short term rental operators do not meet guests onsite. For this reason, the verification process is completed securely online prior to arrival.

This requirement is clearly stated on the listing prior to booking and can be found under the terms and conditions. All information provided is stored in line with PCI compliance standards and is automatically deleted 14 days after check out.

These measures are standard practice across the short term rental industry and are designed to ensure a safe and secure experience for all parties.

Kind regards,
The AirKeeper Team

Antwort von AirKeeper

27. Feb. 2026

Dear Ma,

Thank you for taking the time to share your experience.

All reservations managed by our team are subject to a standard online guest verification process prior to the release of check in details. This process is clearly stated on the listing before booking and forms part of the agreed terms and conditions. It is in place to meet compliance, insurance, and fraud prevention requirements.

We are professionally partnered with major booking platforms, including Agoda, and our verification process is approved in line with platform requirements. Unlike hotels, where identification and card verification are completed in person at reception, short term rental operators do not meet guests onsite. For this reason, identity and card verification are completed securely online prior to arrival.

All information submitted through our secure system is handled in accordance with PCI compliance standards and is automatically deleted 14 days after check out. We do not retain full card details outside of secure, encrypted systems.

Unfortunately, in this instance it appears Agoda customer support may have provided incorrect guidance regarding our verification requirements. This has been raised with our Agoda account manager to prevent similar confusion in the future.

Where the required verification is not completed, we are unable to release check in instructions, as the process must be finalised prior to arrival.

Kind regards,
The AirKeeper Team

Antwort von AirKeeper

27. Feb. 2026

Dear David,

Thank you for taking the time to share your feedback.

First and foremost, we sincerely hope your family members are recovering well following the accident. We understand how stressful unexpected situations can be.

As the appointed managing agent, we administer bookings in accordance with the cancellation policy selected at the time of reservation through the booking platform. These policies are visible prior to confirmation and form part of the agreed booking terms. While we appreciate that circumstances can change, we are required to apply the policy consistently and fairly across all reservations.

We do have management support available seven days a week, and our team is able to respond and escalate matters as required. In this instance, your request was reviewed; however, alterations were not able to be approved in line with the applicable booking conditions.

For this reason, we strongly recommend that guests take out domestic travel insurance when booking, particularly for family travel, to provide protection against unforeseen events such as illness or accidents.

Kind regards,
The AirKeeper Team

Antwort von AirKeeper

27. Feb. 2026

Dear Lorraine,

Thank you for sharing your feedback.

We understand that requests for additional verification can feel concerning, particularly given the prevalence of online scams. However, the guest verification process is a standard requirement for properties managed by our team and is clearly outlined on the listing prior to booking under the terms and conditions.

While booking platforms such as Booking.com process payments securely, short term rental operators are required to independently verify guest identity prior to releasing access details. Unlike hotels, where identification and card verification are completed in person at reception, short term rental properties do not have onsite check in. For this reason, verification is completed securely online before arrival.

We are professionally partnered with major booking platforms, and our verification process aligns with platform. All information submitted is handled via secure systems in line with PCI compliance standards and is automatically deleted 14 days after check out. We do not retain card details outside of encrypted systems.

Where the required verification is not completed, we are unable to release check in instructions. This process is applied consistently across all bookings.

Kind regards,
The AirKeeper Team

Antwort von AirKeeper

Aktualisiert am 25. Juni 2025

Thank you for your review.
The AirKeeper team

Antwort von AirKeeper

Aktualisiert am 25. Juni 2025

Thank you for your review.
The AirKeeper team

Antwort von AirKeeper

25. Juni 2025

Hi John,

Thank you for your feedback. we’ve looked into our records but unfortunately, we’m unable to locate your booking under the name provided.

If our team did request a cancellation, this may have been due to an urgent maintenance issue that made the property unfit for a guest stay, something we always aim to avoid, but when necessary, we follow the appropriate procedures to ensure guests are not left out of pocket.

In such cases, we always notify Airbnb and work with them directly to ensure a smooth process for our guests. It’s possible the team may have mentioned that a guest-initiated cancellation could be quicker in some situations, but this should never have come across as a threat or pressure.

We’d really like to investigate this further to ensure the right steps were taken and to improve our training if any part of our process wasn’t followed correctly. If you're open to it, please reach out to us directly with more details so we can assist.

The AirKeeper Team

Antwort von AirKeeper

25. Juni 2025

Thank you for taking the time to share your experience. We’re sorry to hear that your expectations weren’t met.

To clarify, exit fees are only applied if the minimum contract term of six months is not fulfilled or if the required notice period is not provided. In such cases, administrative fees may apply, and cancellation costs may also be incurred, particularly for upcoming reservations. These are in place to protect guests from last-minute cancellations and ensure a smooth transition.

We take concerns around property condition, cleanliness, and communication very seriously. Our team is committed to conducting regular inspections and maintaining high cleanliness standards. We’d appreciate the opportunity to review your file in more detail to understand what may have occurred.

In regard to pricing, we use a dynamic pricing model that adjusts nightly rates based on real-time market conditions. This includes comparisons with similar properties in terms of size, amenities, and location to remain competitive. It’s also important to note that AirKeeper only earns commission based on the nightly rate, so renting a property below market value is not in our interest, as it significantly reduces our income while increasing the workload. Our goal is always to optimise both occupancy and returns for our property owners.

That said, we’re very sorry to hear about your experience. We work extremely hard every day to be the best company we can be.

The AirKeeper team

Antwort von AirKeeper

25. Juni 2025

Thank you for your feedback. We’re sorry to hear that your experience did not meet expectations.

AirKeeper operates on a transparent management fee structure. Any additional costs, such as maintenance or repairs, are only applied after receiving owner approval, and only when necessary to maintain the property or resolve guest concerns. These actions are always taken in the best interest of both the property and the guest experience. We aim to communicate clearly with owners before proceeding, wherever possible.

Additionally, we’ve expanded our team to provide stronger support for both our property owners and guests, ensuring quicker response times and more tailored assistance.

We truly value our relationships with property owners and are committed to maintaining a fair and mutually beneficial partnership. If you'd like to discuss your specific case in more detail, we’d welcome the opportunity to review it with you.

The AirKeeper team