Letting Guide


Our Guide to Successfully Letting Your Villa

Sample documents and checklists

Here are some sample documents and checklists to help you let your holiday home successfully:


SAMPLE INVENTORY
This list may not be comprehensive, but it gives you an idea of the amount of equipment you will need to furnish your holiday home, and it forms a checklist for your written inventory.

Living room
Settees, cushions, throws, chairs and arm chairs
Coffee tables, Lamps, book shelves and books
Stereo system, CD player, speakers, video player, radio
TV set with remote control
Rugs, carpets, paintings pictures and prints
Ornaments, vases and waste baskets

Dining Area
Table, number of chairs, armchairs
Rugs, carpets, paintings pictures and prints
Ornaments, vases, waste baskets, ashtrays (if smoking is allowed), table mats, coasters etc.

Cleaning cupboard
Vacuum cleaner, sponge mop, broom, dustpan & brush

Kitchen
Oven with grill, grill pan, baking tray and racks
Hob with number of plates, extractor fan, dishwasher, fridge freezer, microwave
Kettle, coffee maker, toaster, blender, food processor, kitchen utensils
Knives, forks, spoons, and teaspoons (at least two times the maximum number staying.)
Serving spoons and forks and salad servers
Carving knives, good kitchen knives, kitchen tools
Tea towels, serviettes, tin foil, clothes pegs, tape measure sewing kit
Storage jars, salt, kitchen stores
China sets:- (at least two times the maximum number staying) Coffee cups and saucers, bowls, large plates, side plates, teacups and saucers, coffee mugs, egg cups, ramekins.
Beer, wine, water and other glasses
Water jug, milk jugs, casserole dishes
Kitchen roll holder, teapot, Chopping board, plentiful good quality saucepans and frying pans of various sizes.
Cake tins, mixing bowls, salad spinner, grater, metal sieve, serving dishes, plastic containers, measuring jug, potato masher.
Kitchen stools, waste bins, trays, aprons, oven gloves

Bathrooms
Waste bin, toilet brush, spare toilet rolls, shower mats, toothbrush holder.

Bedrooms
Beds, mattresses,pillows, eiderdowns, duvets, bedspreads
Rugs, carpets, standard lamp, bedside lamp,
Chest of drawers, dressing table, waste basket wardrobe, clothes hangers, hair dryer.

Hall
Coat rack and raincoat for emergency use!

BOOKING MANAGEMENT DOCUMENTS

1. Inquiry follow-up
This is an edited version of the "Guest Manual" which should be in the property, (see below.) Adapt the text to your holiday home, and save it in the auto-text of your word processing package. Then you can reply instantly to booking inquiries you get by e-mail.

In about a minute you can send a personalised reply with loads of extra information to encourage bookings. Don't forget to file all the inquiries, and your replies in an orderly system, with all the e-mails about one booking in a separate file and those files sorted by "Pending", "Confirmed" and "Been and gone!"

Hello,

Thank you for your inquiry about our [.....]

[Add details about that booking and answer any questions asked (even if they are covered below.)]

Here are some more details about [.....] It is a very special place for us.

[Add some details about how you came to buy the property and what it means to you.]

We have put a lot of thought and work into making our holiday home as comfortable as possible, and we hope you will enjoy your stay. This is an edited version of a full "Guide for Guests" which is in the house. It should give you a taste of what to expect when you arrive

The town / village
Include general history, key attractions, annual events, tourist information offices

Shopping
Include your recommended supermarket, butcher, bread shop, fish shop and other local stores. Either give directions from the house or mark them on a map.

Restaurants / Cafes / Bars / Pubs / Tea shops
Again a short description and directions. If you are known in the restaurant, include that, and give the name of the owner, so your guests can go there and mention your name!

Leisure Activities
Include details of golf courses, fishing, sailing, horse-riding, tennis, beaches, local walks and any other activities.

Facilities in the property
Give more details of the layout of the property, type of heating and hot water facilities, TV channels available, telephone facilities (not forgetting the telephone number.)

Booking Conditions
Include details of:
Booking deposits:
When balance of payment is due - generally 8 weeks before arrival

Cancellation refunds:
up to 8 weeks - no cancellation charge
4-8 weeks - 50% of rate refunded
2-4 weeks - 25% of rate refunded
Less than 2 weeks - no refund

Arrival and departure times:
Security deposits to be paid on arrival.
What is and is not included in the rental rates e.g. telephone calls, gas, electricity.
Confirm what linen is supplied

Bank details for payments:
Name of Bank:
Swift Code:
Sort Code:
Account Number:
Account name:
Your address (i.e. the address this bank has for you):

Do let me know if you have any other questions. If you would like to book, please let me know. I will need a deposit of xxx to confirm your booking. Looking forward to hearing from you!


2. Booking chaser
If people do not respond to your e-mail reply within a couple of days, send this chaser.

Hello!

You contacted me recently regarding booking our XXXXX for the week of XXXX

I have been holding the period for you, but I am getting several other inquiries for that time. I would be grateful if you could you let me know if you have decided to come, and if so, please let me know and send me the £XXX booking deposit.

If I do not hear from you within a week, I will assume you are not coming - but I do hope you are!

Best wishes

3. Booking confirmation
Once the inquirer has confirmed, and you have sent the deposit.

Hello,

This is to let you know that I have received your booking deposit and can confirm that you have been booked to stay at XXX from XXX to YYY. I would just like to remind you of the booking conditions:

Full payment is due 8 weeks before arrival
Deposit refunded within 2 weeks of departure, less metered charges for electricity and telephone, and cost of any damage or breakages.
Cancellation charges
More than 8 weeks prior to arrival - no charge
4-8 weeks prior to arrival - 50% of total rental rate
2-4 weeks prior to arrival - 75% of total rental rate
Less than 2 weeks prior to arrival - 100% of total rental rate.

When I receive your full payment, I will send you the directions and welcome arrangements.

We are looking forward to welcoming you and are sure you will have a great holiday!


4. Request for balance
Send this e-mail about 9 weeks before the arrival

Hello,

Doesn't time fly! It is now nearly 8 weeks until you are due to arrive in XXX on XXX.

You have already paid a booking deposit of £XXX, and I would be grateful if you could arrange to pay XXXX for the balance of the rental.

Please also let me know when you will be arriving, and confirm how many of you will be staying in the apartment, so we can make up the required number of beds.

XXX will welcome you and show you around the apartment - but she will need to know what time to meet you there. As the flat is occupied the previous week, it will need to be cleaned on the day you arrive, but it should be available by the early afternoon. Please either e mail or call me, with the approximate time you will arrive, and I will contact XXX and arrange for her to meet you. And I will also, of course, send you directions to the apartment.

Looking forward to hearing from you soon.

5. Balance received
Adapt this to your individual welcome and security deposit arrangements

Hello,

This is to let you know that I have received the full payment for your stay at XXX from XXX to YYY.

Regarding arrival at the apartment. Please let me know approximately what time you are likely to be there.

You will be met at the apartment by XXXXX who looks after the apartment. She will let you in and show you around - and she leaves some basic food necessities in the apartment so you can have a cup of tea on your arrival!

Please give XXXX the security deposit of £XXX. This will be refunded on your departure, less the cost of electricity for rentals between November and April, and any damage - but this a very unlikely event.

To save XX having to hang around - and changeover days are very busy for her, I generally ask guests to call her on her mobile phone - number XXXXX. Please call when you are about ½ hour away. But I still need to let her know the approximate time so she can plan her day.

And here are the directions!

Don't assume that every one comes from the same direction. Include directions and approximate journey times from the main towns, airports and ferry terminals.

6. Follow-up after the holiday
Send a little note and include the refund of the security deposit, if it was not returned on departure.

Hello, I do hope you enjoyed your holiday in our home, and that you have happy memories of your stay.

I am enclosing a refund of your security deposit (less electricity charges if appropriate)

If you have any comments about our home, or suggestions about how we could improve it, we would love to hear them.

And we hope that we may welcoming you back to our holiday home in the future.

GUEST MANUAL CONTENTS LIST
This is a suggested list of what you should include in your "Guide for Guests". Print it out and put it in a book of plastic envelopes which you can buy in most newsagents. It is a nice idea to add a picture of yourself and family in your property - just to emphasise that it is your home!

Front page
Address of property, Telephone of property, updated (date)

Contents:-
Welcome

1. The Town
Shopping, restaurants, pubs, museums, galleries etc.

2. Leisure Activities
Golf, sailing, horse-riding, tennis, beaches, walks

3. How things work and other housekeeping
Heating, hot water, kitchen appliances, bathrooms, washing machine/dryer, TV / video, telephone, balcony furniture, locking up

4. House Rules
Garbage disposal, noise

5. Emergency and other assistance
House management contact, Hospital, doctor, police, plumbing, electricity, other problems

RECORD OF BOOKINGS

Set up a spreadsheet with the following column headings, and fill them in!
Date from:
Date to:
Name:
Deposit paid date:
Balance paid:
Total rent:
Arrival time:

CHECKLIST FOR CHANGEOVER
This is a checklist of tasks for you, or your property manager to do between lets.

Meters:
Read electricity meters and make a note of readings

Heaters:
Switch off all heaters (and towel rails) in all rooms
Turn off the hot water immersion tank heater off.
In very cold weather only, leave on one heater with input control and boost control on lowest setting.

Windows and doors:
Close and lock all windows
Lock balcony doors
Open ventilators where appropriate
Leave all bedroom doors open.

Kitchen:
Empty and turn off fridge and freezer and prop doors open
Leave dishwasher door propped open
Switch off large red cooker switch
Unplug all appliances

Garden / Balcony:
Bring in all furniture, cushions and the umbrella
Water the pots if necessary

Personal Items Cupboard:
Make sure it is left locked up

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