Property Management Support Team
Property management is a big job, so we’ve separated our service into teams for better efficiency and follow up. This ensures our owners, and our guests get the maximum support. Learn all about our property management support teams here.
The Guest Support Team deals with all guest-related matters – from the initial inquiry to the physical check-in, as well as support throughout the stay.
The team is 24/7 and speaks multiple languages, ensuring the absolute best support for our guests.
The Admin Support Team handles all the airbnb requirements and government compliance, and the back end of the business including building access, permits, DET check-ins and check-outs, security deposits, platform issues etc.
The Client Support Team handles all host-related matters. Whether it’s helping with an Owner Stay or explaining a Monthly Statement – the team is available to answer any questions.
This team is also responsible for renewing permits, and ensuring our KYC is up to date.
The Revenue Support Team is involved in the revenue management of the property – which means ensuring the pricing is correct throughout the year and our owners make the most money.
The team amends pricing based on demand and supply – using a combination of algorithms and manual adjustments. We also price differently depending on the channel used (ex. Airbnb versus Booking.com).
When do I get paid? And do I get a statement? The monthly statements with all reservations and payout information are uploaded automatically to the owner app around the 5th of each month for the previous month. The payouts are made before the 10th of each month.
Can I book my own property? Absolutely. You can book your own owner stay through your client support agent, as long as the calendar is free. When you arrive, your property will be clean and ready for you, and after you check out, there will be a mandatory cleaning fee added to your account to prepare for your next guests.
What happens if I decide to discontinue with Icon Casa Living? If you decide to terminate your contract with Icon Casa Living, please let us know at least 45 days in advance. We will deactivate your listing and return it to you. Please note that you’ll still need to honour all upcoming bookings, or pay the cancellation fees for each booking if you need to cancel them.