Pass the Keys Quality Guarantee

Why we offer a quality guarantee

Most property managers charge their management fee regardless of the guest experience. Pass the Keys takes a different approach.

We believe hosts should only pay management fees when the service delivered meets the standards expected. Thousands of guests stay in Pass the Keys homes every month and consistently rate their experience highly. The Quality Guarantee simply reinforces that confidence with a clear commitment.

"If we don’t deliver a 4-star guest experience or better, we waive our fee."

We don’t just absorb the cost, we investigate it. Every lower review triggers a quality audit and corrective actions to continuously improve performance. No gimmicks. Just accountability.

How the quality guarantee works

1. Guest completes a stay in a Pass the Keys property
2. Guest leaves a review on Airbnb or Booking.com
3. If the review falls below the defined threshold
4. Pass the Keys waives the management fee for that booking

Lower guest reviews also trigger an internal quality review to identify the cause and ensure improvements are implemented where necessary.

What the guarantee covers

The Quality Guarantee applies to Airbnb guest reviews below 4 stars and Booking.com guest reviews below 7. Other platforms are not included.

The guarantee applies only to short stays under 7 nights and does not apply to mid-term or extended stays.

Waived fees

• The Pass the Keys management commission for that booking only.

Payable costs

• Cleaning & Linen
• Maintenance & Damages
• Third-party services

Eligibility & exclusions

Conditions for eligibility

• The host is joining Pass the Keys for the first time.
• The property is located in selected pilot territories.
• The listing is fully managed by Pass the Keys and live on Airbnb or Booking.com.
• The property meets onboarding, presentation, and safety standards.
• Management agreement includes a minimum management fee of 20% + VAT.
• Bookings must receive a review to be eligible.

Important exclusions

The guarantee does not apply where reviews are primarily driven by:

• Host rules or restrictions / Mid-stay host changes.
• Host interference (e.g., direct guest contact, entering the property).
• Ignoring Pass the Keys operational guidance.

Claim process & programme status

The management fee waiver will be credited or deducted from host payouts within 30 days of the review being posted. Pass the Keys reserves the right to challenge inaccurate or unfair reviews; if a review is removed by the platform, the waiver no longer applies.

The Quality Guarantee is a pilot programme governed by the laws of England and Wales. It may be amended or withdrawn for future bookings, but confirmed bookings remain eligible.

The Bottom Line

Most property managers talk about quality. We guarantee it.

The only short-let manager that puts its fee at risk.