Before we go any further

How our Lubbock property management works

We get asked a lot of questions, and we want you to know exactly what you're getting into before we get further down the road. Here's how we work, what we expect from you, what you can expect from us, and all the details in between.

Who we are

The people behind your home

This whole business started right here in Lubbock. It takes a full team to run a home the way it should be run, and to show it off to guests the way it deserves. None of this falls on one person. We built a team so every detail gets picked up and every guest has the best stay possible.

Marisa Grover, founder

Marisa is a mom of three boys, a dreamer and the one running operations behind the scenes. She leads the team, creates your owner statements and works to make sure every guest has a five-star stay. A few times a year she travels to speak at short-term rental conferences, and she's always keeping up with trends and platform changes so your home is as successful as possible.

Miran Rivera, Director of Operations

A licensed Texas Realtor for 10 years, Miran leads our local team, quality checks, cleaning teams, inventory and every guest-facing detail in your home.

Revenue manager

Reprices every home every day against local comps, Texas Tech games, graduations, hospital demand and slow weeks, so your nightly rate is never a guess.

Certified bookkeeper

Eyes on every transaction and every statement, so your statements are as accurate and detailed as possible. Clean records for your CPA at the end of the year, and full transparency every month. Your statement and payout land by the 10th.

Guest experience team

On for guests 24/7, usually replying in 5 minutes or less, so small problems never turn into bad reviews.

Maintenance manager

Our maintenance crew handles repairs, upkeep and preventive care, so small fixes never turn into big ones.

How we operate

Two ways to set up your listing

There are two ways to set up your Airbnb listing, and we believe in letting you pick what works for you. So many property managers don't give you a choice, or even the option. We'd rather meet you where you are and build around your goals.

Whichever setup you choose, nothing changes on the operations side. We still run the whole thing, neither option means more work for you, and if something needs your attention, we'll always bring it to you.

Option 1: We co-host

We set the listing up on your Airbnb account, so you can see the guest messages and what's going on. We still run it all as your property manager: guests, cleaners, the handyman, everything. You won't be responding to guests, so it's still hands-off. It just gives you visibility.

If you go this route, my suggestion is to delete the Airbnb app and send those emails somewhere you don't check often. Otherwise it's really tempting to hop in and respond, even when we've got it.

Option 2: We own the listing

We set the listing up under our property management account. It's still completely passive, and we still handle everything for your home. The difference is less visibility, which means less temptation to jump in when a guest has an issue, and no more notifications at midnight or 2am.

Our team handles it, and your money lands in your bank every month.

✦ My honest suggestion: if you're hiring a property manager, go with less visibility. You'll feel way less pull to jump in, and that's kind of the whole point.

Local, in-person team

Crews, quality checks and vendors right here in town, so issues get handled fast.

Pricing and growth

Our pricing team studies local comps daily, with partners in design, data and revenue helping us land bookings others miss.

Quality you can see

Photos after every guest checks out, plus regular inventory audits to keep supplies stocked.

Marketing beyond Airbnb

Social media, email, video and photography, plus connections with hospitals, companies and realtors.

Both sides of the deal

Working together

Taking care of your guests always comes first for us. Here's what you can count on from us, what we need from you, and the few rules we don't bend on. Tap a topic to see both sides.

Guests

From us

We're on it, fast. Our goal is to get back to every guest within about 5 minutes, day or night. That's honestly why we have a whole team watching messages, so nothing falls through the cracks.

From you

Let us do the talking. I know it's tempting when you see a message pop up, but please don't jump in and reply. When two people answer a guest, it gets confusing real quick. We've got it.

Reservations

From us

We don't cancel on guests. Once someone books, they're coming. Canceling hurts your listing, and it's just not how we treat people.

From you

Give us a heads up. If you want the house for yourself, tell us as early as you can and we'll block it off. If a guest grabs those dates first, sadly there's nothing we can do.

Statements + payouts

From us

You'll always know where your money is. Your statement hits your inbox by the 10th every month with every expense spelled out. Your payout follows about a day later, so you've got time to look it over first.

From you

Actually read it. Give your statement a quick look each month. If something doesn't make sense or you have questions, just reply to the email your statement came in, so we can keep everything in one place.

Pricing

From us

We watch your rates every day. We're adjusting to what's happening in Lubbock daily: game weekends, graduations, slow weeks, all of it. It's a big reason our homes earn about 35% more than other homes in town.

From you

Trust us with the rates. If anything ever feels off or you want to adjust pricing, we're just an email or a message away. We'll have an honest conversation about your house, why it's priced the way it is, and make any data-driven recommendations.

Maintenance

From us

We handle the little stuff. Anything under $100, like lawn care or a quick fix, we just take care of. For bigger repairs we'll reach out first, and nothing over $500 happens without your OK unless a guest is in a true emergency.

From you

Keep a little cushion. Plumbing, HVAC and small handyman repairs generally get billed back to you. They just come out of your payout that month, but it's still good to have some money set aside. When we reach out about a bigger repair, we just want a simple, honest conversation about whether you want to move forward, and what we're seeing on the guest side versus what you're seeing on yours.

Communication

From us

We're easy to reach. Text or email is the best way to get us. Monday through Friday, you'll hear back by the next business day, and if you'd rather talk it out on a call, totally fine.

From you

Be kind to my team. We're real people doing our best for your home, so there's just no need for harsh messages or texts at midnight. And if you're leaving the country or going off grid for a while, give us a heads up.

Using your home

From us

It's still your house. You'll have your own permanent door code, and you can block off dates as much as you want. Personal stays are free, except Texas Tech football weekends. Those we charge our commission on what the house would have rented for.

From you

Let us know before you pop in. Just send us a quick heads up before you go by, with the day and a time range to expect you. To keep everyone safe, we don't allow anyone in or around the house while a guest is staying there. Same goes for our cleaners: no one should be in the house while they're working without advance notice.

Our ground rules

No local bookings. We don't host guests who live in Lubbock.
No parties or events. That includes bridal showers, birthday parties and gatherings of any kind.
Only registered guests. Everyone staying overnight has to be on the reservation.
No smoking. Not inside, not outside, not anywhere on the property.

Who provides what

Everything your home needs to launch

What you'll provide before we take over

Every home needs all of this before the first booking. Anything missing gets bought on your behalf and billed back, so nothing holds up your launch.

Safety + security

A Schlage Encode Wi-Fi deadbolt (the only lock we work with; we own it and set it up on our account)
A lockbox and spare key outside
A smoke detector in every room
A carbon monoxide detector
A 5 lb fire extinguisher
A first aid kit under the kitchen sink
A locked supply closet with a digital keypad lock (any brand, but no key)

Bedrooms

2 complete sets of white sheets per bed
No comforters, please. We use white duvet covers with white duvet inserts
A mattress protector that goes over the mattress like a fitted sheet
A mattress encasement that zips all the way around the mattress (yes, both)
Pillow protectors on every pillow in the house
4 sleeping pillows per bed, in plain pillowcases (no fancy decorative shams)
1 accent pillow and a colorful throw blanket on every bed
Hangers, plus a luggage rack in the closet whenever possible

My suggestion:

A full-length mirror mounted in the bedroom
A place to sit other than the bed
2 bedside lamps
A charging station on the bedside table

Bathrooms

A plunger
A toilet brush and holder
A hair dryer with a hair dryer pull bag (usually black, easy to find on Amazon)
At least 4 bath towels per guest (Costco is my favorite place to get them)
At least 2 hand towels in every bathroom
4 washcloths in every bathroom
2 black makeup washcloths in every bathroom
A shower curtain and a shower liner
Non-rusting shower curtain rods (preferred)
Our specific bath mats

Want links to the exact items? Just send us a message and we'll send them over.

Kitchen, laundry + tech

A trash can with a lid
A dual coffee maker, drip and K-cup (we usually order ours from Walmart)
An ironing board and a steamer
Wi-Fi up and running, and let us know where the router is
TV remotes
2+ HVAC filters
Extra AA and AAA batteries and light bulbs

Cleaning starter kit

A vacuum
A broom with a dustpan
A mop head and bucket (we like O-Cedar mops)

Plus a starting supply of:

16 oz shampoo, 16 oz conditioner and 16 oz body wash per bathroom
Hand soap at every sink
1 toilet bowl cleaner and 1 toilet bowl scrubber per bathroom
1 glass cleaner per bathroom
16 oz dish soap and 1 dish scrubber brush
16 oz floor cleaner (Fabuloso or Pine-Sol)
17 oz liquid laundry detergent and 1 full package of dryer sheets
1 squeegee (if there's a glass shower door)
10+ rolls of toilet paper and 5+ rolls of paper towels
30 K-cups or coffee grounds
30+ large trash bags and 20+ small trash bags

Living, dining + outdoor

A couch or loveseat, plus a chair and end tables
A floor or table lamp, a large rug and art on the walls
A throw blanket in the living room
A dining table with a chair for every guest the home sleeps
A TV in the living room and every bedroom (my suggestion)
A welcome mat at the entry
A wall-mounted outdoor fire extinguisher if you have a grill or fire pit
A small paint sample for touch-ups (encouraged, not required)

My suggestion for outdoors:

Skip anything with cushions. Lubbock is really windy and dusty, and what you'd spend power washing outdoor furniture usually isn't worth it.
Go with Adirondack chairs or other weather-resistant pieces instead.
Add outdoor lights wherever you can. They're a big revenue driver, and I confidently recommend them.

Once you're live, we've got you

Eyes on every stayIf your home has cameras, we're checking them every reservation for pets, smoking and anyone breaking house rules.
Regular inspectionsWe send an inspector to the house so the little things get caught before a guest ever notices.
Vendors who get itOur vendors know short-term rentals and will drop what they're doing to fix things between guests.
RestockingOnce you've covered the starting supplies, we keep the essentials stocked. Snacks, water and tissues are up to you.

Have an empty house? Furnishing from scratch usually runs about $25,000. We can send you our full inventory list, pair you with a short-term rental designer, or have our in-house team handle it all. The homes that go this route are some of our most successful.

The not-so-fun stuff

What we've got to talk about before your listing goes live

There are a lot of regulations, so let's make sure we cover them before your home goes live.

Taxes

As a short-term rental owner, it's your responsibility to stay compliant with city, state and county taxes. Yes, you pay all three. We don't pay taxes for you, but every amount you need is right on your monthly statement, so you can glance at it and pay.

Register your short-term rental with the City of Lubbock and set up an account. There's a $100 annual fee.
File your taxes monthly. You'll get a reminder every month.

✦ Talk to me about any concerns regarding taxes.

Damage

Every reservation requires the guest to pay a damage protection fee. It usually covers accidental damage, stained linens, missing items and extra cleanup, often without an Airbnb claim, which means fewer bad reviews.

It doesn't cover normal wear and tear, routine maintenance, appliance failures, clogs or pre-existing damage. But it's there as extra protection when we need it, and it's always the first route we try.

Insurance + safety

You'll need short-term rental specific insurance, not a regular homeowner's policy. We also like to be listed as additionally insured on your policy.

A stocked first aid kit
A fire extinguisher inside every house
A smoke detector and carbon monoxide detector in every room
Have a grill or fire pit? You'll need an outdoor fire extinguisher mounted on the wall.
No candles or fireworks, ever.

Expenses to plan for

Here's what to budget for before and after your listing goes live, so nothing catches you off guard.

Short-term rental insuranceRequired before your first booking. A regular homeowner's policy won't cover guests.
Professional photos$200 to $600, depending on the size of the home.
Smart lockAbout $400 to buy and install our required Wi-Fi deadbolt.
City of Lubbock permit$100 a year.
Home maintenanceHVAC filters, lawn mowing and handyman needs as they come up.
UtilitiesElectric, water, gas and trash, every month.
Wi-FiA fast, reliable plan. Guests notice when it isn't.
FurnishingsAbout $25,000 if you're starting with an empty house.

Still got questions?

We've got answers

What fees do you charge?

A 20% management fee based on the nightly rate, plus 100% of the cleaning fee and a $50 technology fee per listing. We're commission based, so if your home sits empty, you don't pay a management fee.

Are there other costs?

Plumbing, HVAC and filters, lawn care, handyman work, deep cleans, blinds, and replacement towels and bedding are billed to the home. Every charge is itemized on your monthly statement.

Do I keep access to my Airbnb account?

Yes! It's your property. We co-host, so you can be as involved as you want.

How and when do I get paid?

We collect the income and send your statement and payout by the 10th of every month. We recommend running expenses from the same account for easy bookkeeping.

Who sets the nightly price?

We do, adjusting daily for occupancy, season, comps and demand. If you think prices need a change, we always welcome that conversation.

Do you handle my taxes?

No. City and state taxes are the owner's responsibility, and we don't register, pay or file them. We do itemize taxes on every monthly statement.

Can you make me more money?

The million dollar question! Our goal is more bookings than you had before, plus peace of mind. We handle guests, cleaning, pricing and marketing so your time goes elsewhere.

How do you work with vendors?

Our vendors know short-term rentals, give us better pricing because of our volume, and work around guest stays whenever possible.

Can I convert a home I already own?

Yes. Plan on $15K to $25K to furnish a home, and ask for our inventory checklist.

Do I need different insurance?

Yes, short-term rental insurance. We recommend Proper Insurance and have local partners for the best pricing and coverage.

Can I cancel my contract?

Yes. We ask for 4 months to start, since real results take time, and a 30-day notice after that.

Do I need to add cameras?

Totally up to you. If you choose to add exterior cameras, that's great, and we'll take over as the camera owner. If we ever part ways, we simply transfer ownership back to you. Having them on our account lets us monitor for pets, smoking and broken house rules, and it means there's never any overlap or wondering who's handling what.

Do I need a noise monitor?

No, they're totally optional. For homes that sleep more than 8, a noise monitor can be a really helpful tool, but it's not required, and most of our homes don't use one.

Do I need to pay for cable or streaming services?

Nope. We haven't seen cable or streaming subscriptions increase revenue, and skipping them hasn't led to poor reviews. Most guests just log in to their own streaming accounts and log out when they leave, so this is an easy place to save money.

Do I need a TV in every room?

Yes, that's my suggestion. Guests look for TVs in the bedrooms when they're booking, and having them does increase revenue.

Should I get king or queen mattresses?

Go with a king whenever possible. We encourage king mattresses over queens anywhere the room allows.

Should I add bunk beds to sleep more guests?

I'd be really cautious here. It's tempting to add bunk beds and sleep as many people as possible, but we want to think about functionality over just heads in beds. A home that actually works for the people staying there is what keeps guests happy.

I want to buy a short-term rental. Can you help?

Yes! Miran on our team is a licensed Texas Realtor and can help you buy a short-term rental. As your property manager, though, we're generally not involved until the house is under contract or ready for a final underwrite.

Let's talk

Ready when you are

Tell us about your home and we'll send back honest numbers.