Basic Letting Advice
This page provides you with basic information, hints and tips on holiday lets. We hope you find these useful but please remember, it is not a comprehensive guide. Financial, tax, insurance, legal, medical and safety guides will require professional advice.

Enquiries
Respond to enquires as fast as you can. Some holidaymakers may make more than one enquiry and an efficient friendly and fast responce will give a good impression. Check the Spam filter on your email – you don’t want enquiries filtered out by mistake incase you miss any. A follow-up phone call or email can often result in a booking being made.

Booking
Save yourself time by creating some standard paperwork such as a booking form and a rental agreement, setting out your terms and conditions and cancellation policy. As soon as you make a new booking, update your availability calendar to show those dates as booked and unavailable.

Payment
Give the holidaymaker clear instructions of the ways to pay you. You can use cheque, bank transfer or online methods such as PayPal. You might want to take a deposit on booking and then receive the balance a few weeks before the start date of their booking. Provide the customer with a receipt for any money paid. Ensure that all money has cleared and in your account before issuing receipts and handing over any keys.

Security Deposit
A security deposit is a way of ensuring you are covered if any damage, losses or breakages occur to your property. This encourages the customer to treat your property with more respect and leave it as they found it. The amount of deposit you charge will be largely dependant on the value of the contents you have, but too high a figure may put people off from choosing your property. Inform your customer how and when their deposit will be returned. If deductions are necessary, notify them in writing with an itemised list as soon as possible. If loss or breakage exceeds the amount of deposit, you may need photographic evidence for insurance claims.

Keys
However you decide to hand over the keys – whether it is personally, via a representative, or by recorded delivery in the post, make sure instructions are clear and that all outstanding payments have been cleared. Guests will often request more than one set of keys - ensure you keep a log book. As an alternative to keys you could use a combination lock for access to your property, remember to re-programme the code after each party has left.

Directions
Supply a map, postcode and directions of how to get to your property. Give information about the nearest bus and train links, airport, taxi companies, car hire etc. It is a good idea to phone holidaymakers on the day to make sure everything is going ok and confirm their arrival times.

Welcoming your Guests
Provide a folder with instructions about the property and the local area and keep it in a location where people will easily find it. Include a good map, useful information, operating instructions for equipment, brochures of local restaurants, attractions and activities, times of local markets, best beaches, train times, emergency phone numbers etc.

It is a nice gesture to provide a welcome pack with a collection of basic essentials such as fresh bread, milk and perhaps a bottle of wine and chocolates. This is an especially good idea if the property is in a remote area or the holidaymakers are arriving late at night.

Extra services
Depending on the type of property and the market you have, you may consider providing extra services to your customer, such as babysitting, cooking, laundry or a daily maid service.

Guestbook
Leave a guestbook at your property; holidaymakers can use this to fill out and make comments and give useful tips about their stay.They can also give tips on good local restaurants etc. Feedback is productive – it is also helpful to know if you are doing things right or if there are any areas you need to improve upon.

Cleaning
Ensure your property is kept extremely clean. If you do not live close to your holiday home, you may need to employ a trustworthy local cleaner or agent to clean and change the sheets and towels on changeover days. Some will also be able to inspect your property for you to make sure everything is in order, and to handover keys to your holidaymakers.

Maintenance
Keep a basic supply of tools at your property for any general maintenance jobs. If an item is broken, repair it straight away or remove it from your property.

Security
It is a good idea to provide guests with a safe to store their passport,money etc. Locate this in a secure, hidden place. If you visit the holiday home regularly yourselves, get a lockable cupboard, where you can store all your belongings.

Emergencies
Make a list of local emergency contact numbers such as fire,police, and ambulance services, dentist, doctor, nearest hospital, coastguard, chemist, emergency plumber,and electrician. These should be clearly displayed in your property near a telephone. Provide a first aid kit that complies with local regulations and your insurance policy, and keep it in a safe but seen position. Make sure the contents are regularly checked and replenished if necessary. Install smoke alarms, fire blanket and a fire extinguisher/s as recommended by the fire brigade (check your insurance policy for requirements) and have these all serviced regularly. Display the fire procedure throughout your property and also make sure the holidaymaker has your emergency contact number andyou could also ask a neighbour to keep a spare key.

Cancellations
Cancellations can happen at any time, sometimes at very short notice. Your cancellation policy should guide you on re-arranging dates and refunding your holidaymakers any payments made. Always double check that a payment has cleared before paying out a refund. If you are left with last minute vacancies, consider using our ‘Late Deals’ section to give your property added exposure and help you fill the dates.

Complaints
Listen to your holidaymaker. Misunderstandings can arise because of poor communication, standards or expectations are sometimes not met. If it is your mistake, do your best to rectify the problem in a calm professional manner.