28/08/2026
Sometimes property management is less about managing properties and more about managing chaos. 😂
This week in Queenstown has been a pretty good reminder of that.
We had a massive storm roll through, and one of our newly renovated properties suddenly developed a serious leak from an old skylight.
Cue the phone calls.
Within four hours, we had managed to get the situation under control and the property protected.
A huge shout-out to Josh from Radical Roofing, who headed out in absolutely awful weather and secured the roof with a roofing mat to save the day — and potentially save a whole lot of damage to the property.
An absolute lifesaver.
Then, in another property, we had an unrelated hot water issue. Cue another round of phone calls, electricians, plumbers and our team all jumping in to get it sorted — during one of the busiest times of the year.
And this is the part of property management I don't think people always see.
It's not just bookings, cleaning and answering messages.
It's having a network of incredible people who will answer the phone when things go wrong.
It's knowing who to call.
It's finding solutions when the obvious solution isn't available.
It's coordinating multiple moving parts while guests are understandably asking, “When will it be fixed?”
And then there is the other side of the job...
Sometimes an issue can be resolved within hours, everyone can pull together, the property can be protected and the problem fixed — and yet the conversation afterwards can still become about compensation rather than the fact that a potentially serious problem was dealt with incredibly quickly.
And I do understand it.
Guests are paying for a holiday. They expect things to work. And when they don't, it is frustrating.
But perhaps we need to change the conversation slightly from:
“Something went wrong.”
to
“How quickly did someone make it right?”
Because sometimes the answer isn't perfect — but the response can be.
And then there was the guest who reminded us that they were “on holiday” and therefore didn't want anyone entering the property to deal with an issue. 😂
Which, from their perspective, I completely understand.
From ours... slightly more challenging when you're trying to prevent a small problem becoming a much bigger one!
So this week's biggest shout-out is really to the people behind the scenes.
To the cleaners who drop everything.
To the electricians and plumbers who squeeze in one more job.
To the roofers who head out in terrible weather.
To the team who keep calm, make the calls and find solutions.
And to the incredible network of local people who help us look after our owners' properties when things don't go according to plan.
Property management isn't always glamorous.
But when you have the right people around you, you can solve an awful lot.
A huge thank you to our team and to the amazing tradespeople who pulled out all the stops for us this week. ❤️
You know who you are.
