Booking procedures and contracts vary from owner to owner. Whilst we are happy to provide some guidance, we do not have examples of standard "letting contracts," as Owners Direct is purely a venue for advertising.

An example of Booking Procedures/Contracts?

Booking procedures and contracts vary from owner to owner. The following guidelines are designed to give an idea of the booking process and what should be included in any e-mails or booking forms that you send out. It will vary from owner to owner – this is to give a brief guide:

Responding to an enquiry

As soon as you receive an enquiry, answer immediately to let the enquirer know whether you have availability for their preferred dates and, if so, verify the cost. Answer any questions that they may have and let them know that you look forward to hearing from them.

Booking Conditions

When a request for a booking is made, reply immediately to confirm that the dates will be held pending receipt of their booking deposit (5 – 7 days). Include with this e-mail, details of your booking conditions and say that payment of the deposit constitutes acceptance of the booking conditions.

The following information should be included

• Amount of deposit required if making a booking (and whether this is non refundable).
• When balance of payment is due (usually 8 weeks before the start of the holiday)
• Security deposits to be paid on arrival (if you wish to take a breakage deposit).
• Cancellation refunds (these are just an example):
  • 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

(The cancellation refunds and deposit refunds could also depend on whether or not you are able to re-let the holiday period. We provide for "special offers" to be placed and this can be helpful in the case of cancellations).

What is supplied in the rental price

Confirm what is and is not included in the rental price, eg. Electricity, gas, linen, towels.

Arrival and departure times

Confirm the arrival and departure times.

Payment

Confirm whether payment should be made by cheque or bank transfer. If by bank transfer

• The name of your Bank
• Swift Code
• Sort Code
• Account Number
• Account Name
• Your address

Booking Confirmation

Once a booking has been confirmed and you have received the booking deposit, send a letter or e-mail of confirmation/receipt of payment to the guest. Thank them for their deposit and confirm the dates of their booking. Give them a brief reminder of the booking conditions (balance due, cancellation charges). Tell them that directions to the property and key arrangements will be sent when the balance of payment has been received.

Request for Balance

About 9 weeks before the start of the holiday send a reminder e-mail that the balance of the rental is due. Provide bank details again. Remind them that directions to the property and key arrangements will be sent when the balance of payment has been received.

Receipt of Balance

• Confirm receipt of the full rental balance.
• Ask the guests for their approximate arrival time. Remind them of what the earliest arrival time is and explain that arrival before this time may not be possible as the property needs to be cleaned and prepared for them.
• Give the full address of the property and directions from the airport, channel port or nearest major town.
• Let them know how they gain access to the property, where the key is held or who will greet them and show them around.
• Provide a telephone number that the guests can call should they be delayed in their arrival time (make sure that provision is in place for this – flights can sometimes be delayed by hours).
• Let them know if a Welcome Pack of basic food/water/milk is provided.

Guest Notes

Compile a useful guide for your guests to include property details/instructions, places to visit, local restaurants, etc. A file with plastic wallets is ideal for this. Include:

• Welcome!
• The full address and telephone number of the property itself.
• Telephone numbers for doctor, hospital, police.
• A local contact number for reporting any problems to do with the property, breakdown of any equipment, etc.
• How to use the kitchen appliances, washing machine, dishwasher, hot water, heating, air conditioning, TV/video, etc.
• Garbage disposal, where this should be taken and when.
• Directions to local shops, cafes, bars, restaurants. If you can recommend any of these it would be very helpful to your guests.
• Opening times of supermarkets.
• Best beaches
• Places to visit
• Activities – watersports, tennis, golf, etc.

After the Holiday

Send a letter/e-mail saying that you hope they enjoyed their holiday. You could also ask them if they have any comments or suggestions on anything that could be improved. You will hopefully receive complimentary replies from which you can compile a "guest comments" list. Some owners leave a "guest book" in the property so that visitors can fill in their comments at the end of the holiday. Finish by saying that you hope to welcome them back again in the future.

Include a couple of short quotes from happy holidaymakers in the "Further Details" section of your advertisement!

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