Where do you host?
Cityami is currently available in Miami, Florida and New York City, NY. For more information, please consult our list of serviced neighborhoods.
Which services do you work with?
Our full service hosting works exclusively with Airbnb. Should you prefer to book guest care + cleaning service, we are more than happy to work with Airbnb, VRBO, Flipkey, Booking.com or your home sharing platform of choice.
What's included in your 24/7 guest care?
Cityami acts as your guest's go-to concierge and emergency contact so you can rest assured without worrying about their well-being. We have partnered with www.keycafe.com to offer 24/7 lockout service. Additionally, each and every booking includes up to 2 hours of emergency maintenance management should the need arise. This includes working with your building super, preferred contractor, or locksmith.
What are your hours?
Airbnb guests arrive at all times of day. With a remote check-in process, we can greet your guests over the phone at any time of day. However, we need access to your home between the hours of 10am and 4pm to set up and clean (if applicable). We also need access between the hours of 10am and 4pm to conduct a check-out review. If your guest needs to arrive earlier or depart later than these hours, we ask you allow us access the day before for check-in or after for check-out. For emergency maintenance management, our team is available to assist in person from 9am - 7pm, and remains on call 24/7.
Can you greet my guests in person?
We recommend using our remote check-in process in almost every situation. Guests appreciate the flexibility to arrive on their schedule, and to not have to worry should their travel plans change. That said, we understand there are certain situations that require guests be met in person. In-person check-in is available from 9am - 7pm for an additional $50. To add this service to your booking, simply indicate so in the booking notes and we'll send an amendment to your invoice. If plans change and your guests need to change their arrival time, we're happy to accommodate! There will be a $20 charge for changes with less than 1 day’s notice.
I've booked an in-person Check-in, but my guests are running Late.
These things can happen. We'll wait up to 1 hour for your guests. If they're running more than 1 hour behind, we'll coordinate an alternative means of check-in, such as a lock box.
How far in advance do I need to book?
The sooner the better in every case. We guarantee any booking made within our service area by 12pm the day before your guest's scheduled arrival.
What happens if my guest cancels at the last minute?
We offer a full refund for all cancellations up to 24 hours in advance. Any cancellations with less than 24 hours notice are non-refundable.
How do I give you my keys?
On your first booking with us, we will meet you in person to go over your home together. At this time, we will be able to pick up 2 copies of your keys (one for your guest and one as a backup in case of emergency). If you would like, you are welcome to leave a copy of your keys with us permanently for later bookings. Additional key pickups are available for $35.
HOW DO I get my keys back?
We always recommend leaving at least 1 set of keys with our team for future bookings. That said, if you know you will need your keys back at the end, we will review the options together when we meet in person.
How do I pay you?
CAN CITYAMI MANAGE my BOOKING requests FOR ME?
Absolutely! To get started, simply set up a time for a phone consultation here.
How do I give you information about my home's setup?
After you book for the first time, we will reach out to you in order to set up a time to review your home together. This time together allows us to learn the layout of your home, any quirks (such as tricky locks), and review any special items you'd like us to ensure are still in place after your guest's departure.
Will you check my home after my guests have checked out?
One of the greatest benefits to having Cityami caring for your rental and guest is knowing we're looking out for your home while you're away. Cityami photo documents your home before your guest's arrival, and inspects for any incidental damage after your guest has checked out. We inspect your major appliances (Television, air conditioning, sound system, etc.) and furnishings, and try to keep an eye out for major damage to your home. If there is anything special you would like us to keep an eye on, just ask! We aren't able to closely monitor every nook and cranny of your home, but we do try to keep an eye out for clear damage.
How soon after my guests check out will you review my home?
We review your home within 24 hours of your guest's checkout. If you plan to return the same day they are checking out, let us know so we are sure to have everything completed before you arrive.
HOW DO YOU SCREEN YOUR team members?
Everyone on our team goes through a thorough interview process as well as a background check.
IS CITYAMI INSURED IN CASE OF ACCIDENT?
Of course! Cityami maintains a $1 Million insurance policy.