Guest Experience

In a world where everything has to be 'Instagram worthy' and everyone is looking at your ratings and reviews our focus is not only on providing the best accommodation available but also the best guest experience out there.

Working in a world that does not stop, guests are searching and booking their accommodation all hours of the day and any day of the week. To meet the demand of today's guests we have our properties set up so that they can make enquiries and, more importantly, instantly book with automated confirmations 24 hours a day, 7 days a week.

With bookings being made at any time of the day and any day of the week booking can be made up to 365 days in advance with our pricing and booking calendars always up to date and ready to capture your next booking be it next week, next month or next year. 

Bookings can come via any number of avenues as detailed on the marketing page whilst we make an effort and encourage people to book direct providing them the same offering at a better price by bypassing the major booking channels.

As and when a booking is made via any of the booking platforms, our central booking system and management platform, Homhero, is updated and in real time it updates all of the other booking platforms to ensure there is no confusion around availability and no double bookings are made.

From the moment a guest makes a booking there is a detailed and ongoing communication process that runs from a confirmation of booking through to a departure email all delivered from our central booking system and management platform, Homhero.

Bookings

On booking:

• The guest receives:

• A confirmation email with all the details of their booking along with information on the area

• The owner receives a notification of the booking

• The cleaner receives a notification of the booking

• We receive a notification of the booking

Pre-arrival

Prior to the guests arrival:

• If their booking is made more than 30 days out they will receive a notice at 30 days as a reminder that their final payment will be processed

• 7 days prior to their arrival they will receive a request to complete an online check in by providing us a copy of their driver's licence and credit card (this does not include Airbnb)

• 3 days prior to their arrival they will receive a pre arrival email

• On the day of their arrival they will receive their arrival details

Stays

During the guest's stay:

• They are asked to reach out to our office 24 hours a day with any issues or problems

Departures

On departure:

• The guest:

  • On the morning of their departure receive a departure email and SMS advising of what is required of them on departure

  • On the evening of their departure receive an email and SMS requesting internal feedback providing them an opportunity to share their feedback and provide a review

• The cleaners:

  • Notify us via their cleaners app when the clean has been done and report any damage done or repairs and maintenance required.

Next: Property management