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Please take a few moments to read just a small selection of comments we have received about our properties from some of our many new and returning customers.
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New Owners Guide
If you wish to download this guide, please click here.
The Partnership between Owner and Agent
Our role and objective as Agent is to ensure that the expectations of all customers - be they property owners or holidaymakers - are met or exceeded at all times. We believe that to achieve this aim successfully it is critical to establish a good, honest working relationship with our owners and set sensible goals for each property. For new owners we start with an assessment of your property and discuss all the key factors that will help maximise the letting potential. We are always happy to answer any questions and explain the statutory obligations you may have as a 'landlord' (please find a detailed breakdown within this guide).
The initial assessment is usually carried out by a partner or a senior member of the team and is followed up by a formal rental proposal in writing. As you would probably expect there are certain minimum criteria we require before we will consider a holiday property for rental through the agency. These key criteria (as listed below) are essential to ensure we can maintain our reputation for providing holidaymakers with the very highest standards of accommodation and service, and continue to develop our brand to the benefit of all property owners.
It is a requirement for all new properties joining the agency to:
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Be presented to at least a 4-Star VisitBritain standard for the quality of accommodation and assessed on an annual basis. N.B. To achieve a 4-Star standard bed linen must be supplied within the agreed holiday rental (towels are also required to achieve the 5-Star rating).
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Have a very good sea, river or rural view (N.B. in certain circumstances we may accept a property without a good view if it is presented to a 4-Star or 5-Star standard and has easy access to additional local facilities and/or other benefits/facilities such as a swimming pool, children's play area, spa membership etc.).
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Be made available by the owner for a minimum of 30 weeks between March 1st and October 31st each year.
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Be made available by the owner for a minimum of seven weeks in July and August (ie. owners can book a maximum two weeks).
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Be made available by the owner for short-breaks, reduced occupancy/late availability discounts (as agreed with the agency at the start of each season).
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Supply equipment for the benefit of young families where appropriate, the minimum requirement being a cot and a high chair (see full recommended Inventory on separate insert within this Guide).
Although it is impossible to guarantee, we would generally consider a property is likely to achieve at least 20 weeks of bookings if all these criteria are met and the location is a popular destination for visitors outside the main school holiday periods.
Annual Inspection and Renewal
In June each year we write to all owners with our rental recommendations for the forthcoming season - this is the starting point in the preparation of our brochure for the following year. We ask for each owner to confirm availability and their own holiday dates for the season ahead to ensure we can make other periods of the year available for both our returning clients and new visitors to the area. Once we have received confirmation that a property is available for the following season we will organise the annual agency inspection, VisitBritain assessment and any other relevant checks (eg. fire risk assessment, landlords gas safety certificate) - these visits will usually be booked in over the quieter Winter period.
VISITBRITAIN
VisitBritain assessments have been created as a result of harmonising the standards from the National Tourist Boards for
Below is a simplified definition of the ratings:
1 Star: Simple, practical, no frills
2 Stars: Well presented and well run
3 Stars: Good level of quality and comfort
4 Stars: Excellent level of quality and comfort
5 Stars: Exceptional with a degree of luxury
All new properties joining the Agency must achieve a minimum 4-Star assessment and by 2013 the agency anticipates that all featured properties will be assessed to this standard.
A summary of the assessment criteria can be found within this Guide with further information available on our website.
Owner Usage
Although we do have minimum requirements in terms of availability (as outlined above) we believe we still offer amongst the most flexibleterms of any agent for the majority of the year. We usually agree that owners can book a maximum of two weeks in July and August* for their own use or perhaps that of friends or family (usually from eight or nine available over that period), and that 30 weeks are made available to market between the beginning of March and the end of October. *N.B. It may be possible to book additional weeks over the Summer by agreement with the agency, but we reserve the right tocharge the commission due on these extra weeks.
Owner bookings are confirmed annually to the agency on an 'Owners Schedule', although additional bookings can be made in writing if a period remains unsold up to 4 weeks before the required arrival date.
Our key reason for requesting a minimum number of weeks during high season is one of cost. To place a property on our system and promote it effectively throughout the year is expensive and we clearly require sufficient availability to cover such an investment - we also have a duty to our large database of returning customers and new enquirers that all properties featured are widely available at key times of the year.
A successful partnership is dependent on the co-operation of both parties - therefore should you have some particular difficulty with these arrangements we are always happy to discuss other options with you.
Service Options and Fees
We offer two service options for property owners joining the agency. We believe the two options are very straightforward and designed to ensure each party is clear of their respective roles and responsibilities within the relationship.
Options and Fees
Owner Managed Property
This is a full marketing and administration service suitable either for owners in local residence, or those who can recruit and liaise with an appointed housekeeper/caretaker to co-ordinate cleaning, laundry, key collection, maintenance, out-of-hours emergency contact etc.
The agency will handle all booking enquiries, security of payments, correspondence and other sundry matters, but the owner/caretaker will be responsible for 'changeover' management, and/or presentation of the property for holiday guests.
Cost of Service: 18.00% + vat
Agency Managed Property
A full marketing, administration and local management service, excluding the costs of cleaning and laundry. This service would include property checks at the start and end of each holiday by agency staff or associates, co-ordination of cleaning, laundry, key collection, maintenance, out-of-hours, emergency contact etc.
The agency will handle all booking enquiries, security of payments, correspondence and other sundry matters, and be responsible for 'changeover' management and presentation of the property for holiday guests.
Cost of Service: 22.00% + vat
N.B. The Agency Managed Service may not be available in all areas of the South Hams - please contact our office for further details.
Registration Fees
For new owners there are no registration or marketing fees due for brochure and/or website entries.
Other Service & Fees
The agency can arrange a wide range of additional services (such as Annual Gas Safety Check, 360 degree Virtual Tours, Property Maintenance etc.) on request. Please contact relevant office for a full list of services and fees.
To ensure all owners receive full payment in the event of a cancellation we have arranged cover under master policy number ITPSA40013 through Sabre Insurance Services and insured by Union Reiseversicherung AG. Each booking includes a cancellation insurance charge of £20.00 (per week) which is included in the advertised price of the property. This covers the holidaymaker and ensures that owners receive payment even if we are unable to re-book the property.
The basic rental, as confirmed to you by letter or email, will therefore be £20.00 per week lower than the advertised price - commission and vat are calculated and deducted from the basic rental.
Preparing your Property for Visitors
By effectively planning and preparing your property in advance of the visit, your visitors' expectations will always be met and as a consequence they are likely to return time and time again!
Here are a few suggestions of how best to prepare your property to ensure happy holidaymakers and regular repeat bookings!
First Impressions
P A good sign! An attractive and clearly visible house sign will make it easier for visitors to find your property - after a long journey there is little more frustrating than not being able to easily locate your holiday accommodation! A courtesy light should always be left on for evening arrivals.
P A welcome letter from you, perhaps with a nice bottle of wine or local biscuits/cake or other treats as a 'thank you' for the booking!
P The property should be aired, with heating (when necessary), hot water and fridge, freezer and other essential units turned on ready for use.
Settling In
P All properties should have a 'starter pack' of basic essentials including toilet rolls, cleaning materials, soap, washing powder, dishwasher tablets and bin bags. Please don't leave partially used bottles, jars and other half-used consumables as these create a poor impression (a secure cupboard or second fridge is the best option if you are a regular visitor to the property).
Information
P An attractive display folder, updated each year, is useful for holida tenants and should include local restaurants, places of
interest, maps, brochures, leaflets etc (Coast & Country Cottages provide an Information Folder containing local and useful information together with our brochures).
P A second folder including instructions on how to use appliances is also vital - please make special note of any idiosyncrasies as this will help the tenant immensely and reduce the number of imes you/we are called for assistance!
P Leave a Visitors Book for comments and suggestions - it is always good to get feedback from tenants and in the long run this helps significantly increase the level of customer satisfaction. Each guest receives a copy of our 'How Was It For You?' questionnaire and feedback is reported back to you either immediately or at the end of the season as appropriate.
Standard of Accommodation
P As demand for self-catering has risen significantly in recent years, so too have the expectations and aspirations of our holidaymakers! Our clients are clearly prepared to pay for top quality accommodation and they now expect standards at least as good as in their own homes. We have included within this guide a recommended inventory to help you with the set up of the property - however, in addition to the main fixtures and fittings we would suggest the following:
General
P Your property should be well presented throughout with good quality furnishings, quality carpets or flooring and a high standard of decoration.
P You should ensure that the property is properly set up for the maximum number of visitors. For example if the property 'Sleeps 6' there should firstly be beds for six people (a sofa-bed would tend to be classed as '+2') with sufficient bedding (ie. duvets, pillows, blankets etc.) for double the number of persons. In addition, adequate seating for six should be provided for in the lounge/sitting room plus six proper chairs at the dining table. The amount of crockery, tableware, cutlery and other similar items should take account of up to two sittings per day (ie. it is best to provide up to 12 of each of the main items for a property sleeping 6).
P The outside of the property is as important as the inside, throughout the year. Ensure that adequate attention is paid to gardens, drive-ways and external lighting and that all outside areas are kept in good order. Please have sufficient dustbins for the size of party (holidaymakers tend to create more refuse than a typical residential household) and clearly outline the collection day and recyling details within your information pack!
P For all tenants cleanliness is a major issue, with kitchens and bathrooms the most important areas of the property. We would underline the importance of these areas to you or your caretaker/housekeeper and will offer training and advice to ensure the property is satisfactorily cleaned and presented before each holiday.
Lounge/Dining Rooms
P It is important that the living accommodation in any property is comfortable and equipped to a good standard. Lumpy sofas and stained dining room furniture can give a poor impression of an otherwise well-maintained property.
P It is wise to choose practical, comfortable and affordable furniture that can be easily maintained - 'throws' are a great idea for sofas as they protect the furniture, can be washed regularly and give a good first impression!
P All properties should include a good quality television (with digital signal) and DVD player. There is an increasing demand for Sky subscription channels (eg. Sports, Movies, Disney) and a broadband internet connection. It is also important to provide a good quality music system of some kind (eg. mini CD/radio hi-fi) that is MP3/iPod compatible.
Kitchens & Bathrooms
P The majority of modern homes enjoy the benefits of fully-fitted kitchens with all mod cons! It is increasingly common for tenants to seek holiday accommodation that provides an equivalent level of equipment - such items as a microwave, washing machine, tumble dryer, dishwasher and even coffee-makers are now seen more as a pre-requisite than a 'luxury'.
P Good quality, hardwearing cookware is very important - it is likely that the speed of deterioration of these items will be higher than most others in your property and we recommend regular inspection and replacement if necessary.
P Bathrooms should also be, modern, well-equipped and preferably tiled throughout, with a good quality power shower essential for most visitors.
Lounge/Dining Rooms
P It is important that the living accommodation in any property is comfortable and equipped to a good standard. Lumpy sofas and stained dining room furniture can give a poor impression of an otherwise well-maintained property.
P It is wise to choose practical, comfortable and affordable furniture that can be easily maintained - 'throws' are a great idea for sofas as they protect the furniture, can be washed regularly and give a good first impression!
P All properties should include a good quality television (with digital signal) and DVD player. There is an increasing demand for Sky subscription channels (eg. Sports, Movies, Disney) and a broadband internet connection. It is also important to provide a good quality music system of some kind (eg. mini CD/radio hi-fi) that is MP3/iPod compatible.
Bedrooms
P It is preferable that a bedroom consists of no more than two beds (ie. for two persons per room).
P Ensure that mattresses are of a good quality and comfortable - each should be covered with a waterproof protector (with a spare available for each bed).
P Non-allergenic duvets and/or blankets, pillows (+ protective cases) should be provided for each bed. If linen is provided, at least two matching sets for each bed should be supplied to allow the caretaker the opportunity to wash between bookings.
P Wardrobes and drawers should be in good condition with adequate matching wooden hangers.
We are sure that these recommendations will not have provided too many surprises for you but it is important to underline the high standards required to meet the expectations of the modern holiday-maker.
We do feel it is appropriate and important to put yourselves 'in the shoes' of an incoming holiday guest to see if your property will meet their requirements. As you will appreciate, a holiday is one of the most important highlights of the year for many people and it is critical, therefore, that all possible consideration is given to the presentation of your property to ensure expectations are met or exceeded every time!
