Self-catering best practice guide

Website

A high quality, secure and accessible website is fundamental to the visitor experience. By providing accessible and accurate information, your website will inspire confidence. This in turn will lead to increased satisfaction and more bookings.

Examples of best practice:

• Provide an accurate description of what visitors can expect at your property on your homepage or in an easy-to-find section on your website. Set expectations that you can meet.
• Clearly state what's included in the price (e.g. linen, fuel for fire) and be upfront about any additional charges (e.g. extra cleaning for pets).
• Display clear terms and conditions prior to booking. These exist to protect you as much as your visitors. Remember to include your good housekeeping policy.
• Include floor plans and / or an accessibility guide. This is a great way to help visitors with specific requirements make informed decisions. Find out more about accessibility guides.
• Add links to local visitor attractions, eateries, and public transport providers. Make it as easy as possible for visitors to see how much there is to see and do in the area, potentially leading to longer stays.
• Your website is a window into your property. Use high quality images of all aspects of the property. By not showing a particular room (e.g. bathroom), it can plant doubt as to why it may be kept hidden. Find out more about using good imagery online.
• Link to your social media channels. Make sure you update them regularly and engage with users to reflect your business in the best possible light.

You may also find our following pages useful when creating and maintaining content on your website:

• A beginner's guide to on-page SEO
• How to create good content to promote your business
• Six tips on improving your social media presence

Visitor information and personal touches

After a long journey, your visitors will be looking forward to enjoying your property. Whether you welcome visitors in-person or offer a self-access system such as a lockbox, their first impressions of your property can make a big difference to their overall stay. 

Examples of best practice:

• If meeting visitors at the property in-person, welcome them with a warm smile and genuine interest in their trip, and demonstrate your willingness to help make their stay as pleasant as possible. 
• For self-access, leave property information in an obvious location, including key features (e.g. heating operation, emergency contacts, locations). Please do note that where a self-access system (e.g. lockbox) is used, the level of visitor information and personal touches left in the property will replace the friendly, personal welcome.
• Give a personalised welcome card including contact details for the owner or manager.
• Leaving a welcome gift, often foodstuffs, is a thoughtful and hospitable gesture and sourcing high quality local / Scottish produce can really add to the overall visitor experience.
• A personalised hamper, tailored to each booking, can really add to the wow factor of your property. This doesn’t have to be food or drink, it could be vouchers for local visitor attractions or eateries for families.
• For dog-friendly properties, offer a dog welcome hamper with items such as a bed, blankets, towels, a food bowl, treats and bio poo bags.
• Consider the temperature of the property for your visitors’ arrival.
• Make your property feel like home with a Christmas tree and seasonal decorations for Christmas and New Year bookings.
• Arrange a follow-up call with your visitors after a day or two, checking they have settled in. It's also an opportunity to solve any issues early on rather than hearing about them on departure.
• Present your visitor information in an easy to understand, user-friendly way with up to date, personalised recommendations for rainy day activities and hidden gems off the beaten track.
• Use technology to enhance the experience. For example, offer YouTube videos showing how to use appliances like a coffee machine or dishwasher, or set up Go Pro footage of local wildlife on a tablet.

Booking

When a visitor books with you, they want to do so with the confidence that they've undertaken a secure and hassle-free transaction.

Examples of best practice: 

• Keep your availability calendar up to date. This is especially important to remember if you’re taking phone and online bookings.
• Choose an online booking system that is secure and allows bookings to be completed without personal interaction (unless requested) – remember your visitors may be from a different time zone. Find out more about increasing your online bookings.
• Set up automated confirmations of bookings with all relevant details including dates, prices, check in / out times and repetition of the terms and conditions.
• Provide receipts for every payment made and send appropriate reminders when a full balance payment is required (e.g. a week before the payment is taken).
• Give a clear explanation of the good housekeeping deposit including when and how this will be returned.

Visitor communication

Prompt and comprehensive answers to all enquiries, as well as offers of additional services, can really make a difference to the visitor experience.  This enables visitors to arrive at your property with a positive outlook and ready to enjoy their stay.

Examples of best practice: 

• Send a pre-arrival email to every booking with the full property address and postcode for satnav. Provide directions from all key routes and using all applicable modes of transport.
• Give instructions for key collection / return and reiterate the check in / out times. Giving clear guidance on these can be crucial, especially if you don’t reside nearby.
• Check with your visitors for any allergies and if they require alternative bedding to what you normally provide. Different pillow styles can be left in the property, offering visitors a choice and a greater wow factor.
• Be proactive and get in touch with visitors ahead of their stay to offer itineraries or other services. For example, food shopping delivered on arrival, bookings for restaurants, activities and attractions, or a choice of bedding (pillow and duvet menu).
• Manage expectations and if Wi-Fi coverage is not strong, let visitors know it can be patchy.
• If the property does not have a television, this should be communicated to visitors prior to booking.

Exterior of property

First impressions are important. How your property is presented on the outside can give an indication of the quality and standards your visitors can expect to find on the inside.

Examples of best practice: 

• Ensure high standards of external maintenance and paintwork.
• Maintain a regular schedule of tasks such as window and gutter cleaning, chimney sweeping and leaf clearance.
• Regularly maintain any grounds or gardens – a freshly cut lawn looks great and smells amazing.
• If access roads, drives and parking areas are not in good condition, let your visitors know in advance that they will need to drive accordingly.
• Match any decorative features, garden furniture and outbuildings to the style and quality of your accommodation, giving a cohesive look that adds to the overall experience.
• If garden furniture is left outdoors uncovered, ensure it is cleaned and free from garden debris prior to the next arrival.
• Pay attention to how your external property appears at night. Is it well-lit and signposted where necessary?  Will your visitors feel safe and secure entering the property?
• Where a property accommodates larger groups, ensure you have considered the availability of parking. This is especially important if there are several properties at one location with shared grounds.

Décor and flooring

A self-catering property can take many forms.  How you choose to decorate may depend on your target market.  Style and taste are of course subjective and what works in a rural country lodge may be very different to a modern city centre apartment. Whatever the style of your property, you should always try to invest in the highest quality and standards you can afford.

Examples of best practice: 

• Apply wallpaper and paint to a professional standard.
• Install tiling or wet panelling to a professional standard with pristine grouting / sealant, providing splashback for bathrooms and kitchens.
• Original artwork, especially with a local theme, is a great way to connect to your local community or region.
• In a similar vein, photographs depicting the origins and story of your property can add to the unique experience you want your visitors to enjoy.
• Install professionally fitted flooring, whether 80/20 wool carpet with substantial underlay, solid or engineered wood, or luxury vinyl tile. The key is comfort underfoot along with ease of cleaning and durability.

Furnishings

A cohesive design and overall look is important when selecting your furniture, furnishings, and fittings. Investing in high quality items will likely mean they hold their condition longer.

Examples of best practice:

• Provide an overall high standard of finish and coordination for maximum comfort and presentation.
• Solid wood furniture, whether antique or modern, will enhance the overall quality of the property and withstand regular use.
• High quality soft furnishings enhance both the feel of the property and visitor comfort.
• Provide enough appropriate seating to accommodate the maximum number of visitors.
• Consider the amount of furniture in each room. A well-planned layout will give a sense of spaciousness and comfort, even when the property is at full occupancy.

Lighting, heating and ventilation

It goes without saying that all rooms should be well-lit and heated, with appropriate ventilation. Paying attention to controllability and variation is key to creating a comfortable environment for your visitors to spend time in.

Examples of best practice:

• Provide a range of lighting options for visitors and consider if the lighting is appropriate for tasks as well as creating a pleasant ambience. Being easily accessible and providing dimmer switches enhance visitor comfort.
• If possible, offer your visitors complete control of the heat levels.  Can different rooms be "zoned"?  What is considered comfortable will change from one party to the next, and of course changeable weather will affect this too.
• Underfloor heating and heated ladder towel rails in bathrooms can both enhance comfort.
• Open fires and stoves are great for creating a warm cosy environment, but make sure to provide adequate fuel and be upfront and clear on any additional charges.
• If your property doesn't have air conditioning, provide cooling fans, especially in warm summer months.
• Windows should be easily operated, with vents for airflow.
• For some rural areas, providing midge screens for windows can make a big difference.

Cleanliness

Levels of cleanliness have always been important, but now more than ever businesses can’t afford to have an off day and attention to detail in all areas is paramount.  The perception of cleanliness is powerful and will help visitors to relax upon arrival.

Examples of best practice:

• Dust in high and low-level areas including light fittings and skirting boards.
• Floor cleaning to include under furniture and beds, and into corners and edges.
• Check all cupboards and drawers to ensure they are clean and tidy.
• Vacuum behind cushions and down the sides of chairs.
• Clean sanitaryware thoroughly including edges around fittings and plug holes with all mirrors and chrome streak-free and sparkling.
• Regularly clean out extractor fans and hoods.
• Check kitchen inventory to ensure everything stored away is already clean.
• Clean appliances internally including soap drawer and drum seal of washing machine and dishwasher filter.
• Do a final check in bathrooms and made-up beds – final check for stray hairs.
• Clean and check outdoor areas and furniture too.

Bedrooms

The sleeping experience of your visitors can often make or break their stay.  You'll want to offer the best beds and bedding possible, but don’t forget to pay equal attention to other details such as window coverings and available plug points provided in your bedrooms.

Examples of best practice: 

• Whether divan base or slatted bed frame, invest in sturdy construction with upholstered or solid wood headboard to coordinate with the base.
• Provide mattresses of an exceptional quality, support, and construction - pocket sprung of 1000+ springs or memory foam, for example.  Mattresses should be of a consistent quality across all beds in the property.
• Provide high quality bedding such as additional mattress toppers of foam or feather, a choice of soft and firm pillows, duvets of variable togs for different seasons and 100% cotton linen with a high thread count.
• Use mattress and pillow protectors for hygiene.
• Fit all rooms with curtains or blinds that provide adequate blackout, especially for the lighter summer months.
• Provide some storage for clothes (folded and hanging), taking into consideration average length of stay.
• Each bedroom should have a mirror with plug points available nearby.
• Provide a bedside table or shelf and light for each visitor including bunk beds both top and bottom. Where possible, make light switches easily accessible from the bed.

Bathrooms

Bright, clean and tidy bathrooms will help visitors to relax and feel at home.  Consider the number of facilities when setting the maximum occupancy for your property. Providing both bath and shower offers your visitors a choice in terms of comfort and accessibility.

Examples of best practice: 

• Cover all wet areas in tiling or wet panelling.
• Consider non-slip flooring, or the provision of a non-slip mat.
• Invest in high-quality fittings, combining design and function, including plunge & hose showers, feature baths and large wash basins.
• Ensure mirrors above basins are well lit. An extra enhancement would be to provide mirrors with a demisting function.
• Ensure provision for hanging wet towels (rails by radiators, or heated ladder rails) for maximum occupancy.
• Install an efficient extractor fan to help reduce condensation build-up and maintain condition of décor.
• Provide storage space for toiletries and hooks on doors for clothing.

Kitchen

A larger, open-plan kitchen can be the social hub of a self-catering property, whilst a smaller kitchen, with clever use of space, can be functional and still provide storage for visitors’ groceries.

Examples of best practice:

• Fit all task areas with adequate splashback to protect décor and for ease of cleaning.
• Coordinate kitchen units with soft-close doors and drawers.
• Ensure enough space to store kitchen equipment and leave at least one cupboard empty for visitors to store their groceries.
• Install a range and quality of appliances including freezer, dishwasher and washing machine – size / provision suitable for maximum occupancy.
• Provide additional kitchen equipment such as a coffee machine, with instructions.
• Some additional items to consider include 18/10 stainless steel cutlery; range of glassware to include water, hi-ball, tumbler, wine, and flute; coordinated crockery with plenty provision for sustainable use of dishwasher.
• Consider provision of alternative sets for children and outdoor use.

Living room and public areas

Indoor areas for visitors to come together may vary in size and number. The key is to provide a welcoming space which offers flexibility and comfort for gatherings.

Examples of best practice:

• Ensure there is comfortable seating for maximum occupancy.
• For larger family groups, consider multiple spaces for children and adults to gather separately.
• Position the television to allow comfortable viewing from different angles.
• If the dining area is separate from the kitchen, ensure there are sufficient chairs for maximum occupancy and ideally no need to move furniture between rooms to cater for all.