The thought of investing large sums of money in a home to be used by a succession of guests and perhaps not to be seen by yourself for long periods can be daunting, but it needn’t be. All our properties have a dedicated housekeeper to clean and provide linen/towels for each changeover. They will familiarise themselves with your property and be the first point of contact for guests during their stay.
We have two levels of involvement with the management of your home, in both cases, the housekeeper is contracted to you:
OFFICE SUPPORT (ANNUAL CONTRACT)
Dorset Coastal Cottages doesn’t offer full holiday home management, but we can achieve it between us and the right housekeeper. We will advertise and recruit a housekeeper on your behalf. We will then maintain contact, supervise and motivate them. The advantages include spot checks on cleanliness, finding cover for sickness and holidays and troubleshooting. We will also pay all housekeeping and gardening bills on your behalf. These amounts are then deducted from your account at the end of the month. There is a monthly charge for this service depending on the size of our property. Please see separate Facts and Figures for details.
If you are local or are confident in dealing with your own property then this may be the option for you. You are responsible for the recruitment, replacement and holiday cover of your housekeeper. In the event of a problem, the guests will deal directly with you and the housekeeper to resolve it. Both yours and your housekeeper’s contact details are held at the property. In this category, we can still offer an initial housekeeper recruitment service for a one-off fee. We can also recommend trusted tradespeople should you need them.
- A damage deposit is taken on bookings for properties with 4 or more bedrooms, bookings from non-UK residents, bookings of more than 15 days and any other booking at our discretion.
- Claims must be submitted in writing and supported by photographic evidence within 3 days of the guests’ departure.
- All claims must be supported by receipts and professional invoices.
- For smaller properties without damage deposits, we would seek compensation from the guests directly, so the same reporting rules apply.
Complaint handling and problem-solving
Generally, the failure of essential items is the cause of most issues that arise. Such issues are usually easily solvable through swift action. Guests, for the most part, are understanding and allow us to send in trusted tradespeople to resolve issues during their stay. Complaints are usually constructive and the expectation is that we will pass comments onto owners for their consideration. Matters are usually taken no further than this. Although the contract of hire is between owner and guest, with more serious complaints we will act as mediators. This ensures that all matters are dealt with to our high standard of customer service to reach a mutually satisfactory resolution.
Using our tried and trusted methods, we are sure you will find the management of your holiday home as stress-free as possible.