The property and gardens/grounds and any facilities should be presented and maintained to the highest standard of decor and cleanliness.
2 The property should comply with all Health and Safety standards for a residential dwelling.
3 The owner/manager should provide an excellent service to guests, from initial enquiry to booking, providing full information on terms and conditions, and arrival and departure details.
4 The owner/manager should provide a warm welcome to guests which could include a welcome hamper, a nice bunch of flowers from the garden, rooms warm and lit – as appropriate for the property/location and time of year.
5 The guests should be greeted by the owner/manager/caretaker or a suitably arranged method of key collection agreed with the guest.
6 Following on the information given at the time of booking, the owner/manager should present excellent information on local amenities and provide essential telephone numbers and information for the guests’ enjoyment.
7 Assist guests with arrangements during their stay to enhance their holiday and deal with any
Issues that may arise in the property promptly and efficiently.
8 Thank guests for choosing your business and provide a warm goodbye, encouraging feedback on social media or review channels.
9 Deal with any issues or complaints in a professional, respectful manner