Holiday Cottage Management 2020: Public Expectations For Holiday Cottages 2020 and Beyond
This article has been written to follow on from a preceding one on this subject, ‘Top Ten Tips to Secure Maximum Post-Lockdown Bookings This Summer, which addressed actions holiday cottage owners can take to stand the best possible opportunity to attract bookings during the Coronavirus lockdown.
It is hoped that all restrictions on freedom of travel in the UK will be lifted by the latter part of 2020, allowing people to once again enjoy a coast or country holiday in this beautiful country.
We are, however, unlikely to return to pre-pandemic habits and activities at the metaphorical flick of a switch. Understanding how people will behave – and what the ‘new normal’ will be, is of utmost importance to self-catering businesses. The new rules are probably still being written, but I have hazarded informed guesses at some of the likely scenarios that will unfold. Read on to see if you agree, and feel free to contribute your own thoughts or evidence.
Booking trends: The first steps in booking holidays are, after a short initial surge (see previous 10 Top Tips blog), likely to be tentative ones, booking locations not too far from home and, as far as the British are concerned, definitely in the UK. Triggers may be birthdays, family gatherings, reunions or weddings. These will not only suit the national mood but there will also be a backlog of delayed COVID-avoiding celebrations to be ew-scheduled. Large holiday cottage owners take note that it’s possible that people may be a little reluctant to return to the major hotspots, preferring the comfort of rural, isolated locations. So, update your website’s location and things to do’ pages accordingly to match this mood and inclination.
Post-pandemic reviews: These will be important, if not essential, to help you overcome natural levels of trepidation. People will want to be reassured that your property is a safe and welcoming haven. Don’t be afraid to invite people to send in a review. People happy to say good things about your cottage will be equally happy to be asked to do so. My Favourite Holiday Cottages encourages guests to submit testimonials describing their favourite things about it. These can be added directly to the site, sent to an owner, or drawn from comments in the” Visitors Book’. All testimonials are moderated and verified to comply with these criteria before publication.
Booking Terms and Conditions: Given the Covid-generated outrage over the varying refund policies in the self-catering industry, people will pay more attention to your cancellation terms and conditions. Do ensure that these are specific and unambiguous. It’ll be essential to distinguish cancellations arising from government decrees (not advice) from those where people felt disinclined to travel (including bad weather conditions).
Financial Reserves: Owners who emerged the least unscathed from the impact of COVID-19 had built a capital reserve that enabled them to operate without bookings for six months or more. If you haven’t already done so, that is something worth factoring into future budgets if you haven’t already done so because, at some future point, there will be a COVID-19 (sorry to depress you—but at least you will have time to better prepare to financially survive it).
Cleanliness is Next to Godliness (or possibly before it)
This is the big one.
COVID-19 has made us more aware than ever before of the importance of cleaning. When it comes to preparing your property for visitors, pristine cleanliness will be the order of the day. What may have been shrugged off in the past will no longer be acceptable. If you doubt the validity of this viewpoint, note that hotel chains such as The Hyatt and Hilton, as well as Airbnb, have already implemented new cleaning processes and protocols.
Hilton Hotel cleaners will now be equipped with an electrostatic sprayer containing hospital-grade disinfectants recommended by the Centres for Disease Control and Prevention and the World Health Organization to kill all known pathogens. They will also sanitise your room key. Don’t get left behind with this essential ‘New Norma’!’
Having a clean-looking and feeling holiday cottage will be essential – especially in the next 2-3 years. It will impact reviews and repeat bookings. This means considering things like:
1. Including anti-bacterial or anti-viral hand soap in the welcome pack.
2. Ensure a suitable cleaning spray and a clean duster in the cupboard below the sink.
3. New dishcloths and scourers.
4. Polished brass work: shininess means cleanliness!
You must review your cleaning schedule and, if necessary, discuss this with your cleaners, sorry, you “Internal Hygiene Manag’r’.
Before they became the norm, there was a time a few years ago, when it was necessary to mention that TV sets were ‘flat screen’. Nowadays, everybody assumes they will be, and reference to a flatscreen TV is becoming a little dated!
Now, it is the turn of cleanliness to be reassuringly bragged about. As long as you can back it up, it may be advisable to include a reference in your adverts and your website to the property’s cleanliness. This will be a necessary reassurance to guests that they are not at risk of infection when staying in your property.
Going the extra mile should earn you a positive mention in despatches. This will lead to more repeat bookings and be heavily influential when included in reviews. I appreciate that this means a little more work and diligence, but you and your cottage will earn a priceless reputation if it is done correctly. Don’t ignore the new hygiene standards if you are a proud and independent cottage owner. I suspect it won’t be long before holiday cottage agencies request written evidence that you comply with recognised cleaning standards delivered by accredited agencies before they put you on their books . They’ll use this to create the perception that an independently managed property is less hygienic than one booked through an agency with its strictly enforced and certified hygiene standards. Don’t let that happen!
To help make life a little easier for cottage owners, the following property hygiene blogs we plan to publish on this subject in May will be:
· How to make your holiday cottage easier and a little bit quicker to clean without compromising on standards.
· A cleaning task checklist to ensure your house is kept in pristine condition.
Got A Good Hygiene Idea?
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