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Owners Handbook

 

Getting your home rental ready for 2024.

Everything homeowners need to know and more...

Welcome

We are so glad to have you as part of our family and hope all the below information will assist to get your home and calendar ready for guests.

Here is what we need from you:

(NEW) Important Notice

We sent out an email on the 13th October 2023 discussing the rental rate for 2024. We have only received a handful of replies on this matter, and we please ask that you take a moment to read through the notice link above.

>Email sent on 15 February 2024

Owners Mandate

Updated 2024 Owners Mandate contract outlining all terms of the rental agreement and requirements. If you have not yet, please read and complete our digital 2024 Owners Mandate contract to proceed with bookings for 2024.

> NEW Owners Mandate for 2024

Seasonal Availability

The availability given by you will be added to our Holiday Rental Collection. Please select and tick one or more boxes with selected dates, alternatively please specify the dates your home will be available for holiday rental in 2024. We will use the dates from the below form to market your home when available

>View our Seasonal Calendar

> NEW Seasonal Availability for for 2024

> Stay longer for less during Low Season: Stay 4 Pay 3 Special

Home Info Pack & Welcome Guide

We will prepare a digital home guide which is bespoke to your home, from the info you have provided on this form. This is a platform for us to leave the information on the house to ensure the Guests look after your home and treat it as if it were their own. The guide has necessary guidelines and instructions on the electronics of your home, remote buttons, alarm instructions, WIFI passwords, Estate Rules and Regulations and facilities on offer to guests during their stay, Information on giving access to friends/family visiting them during their stay and useful contact & emergency numbers. To do this we require a lot of information from you so we can compile the guide and allow us to manage the house whilst you are away. if you have not yet, please keep us updated with any changes in your home.

> Click here to complete the Home Info Pack form

> Click here to complete the Apartments Info Pack form

Book a Linen and Towel Assessment 

It is essential that you assess your linen, bedding and towels every year to ensure that you have everything ready for your Guest's arrival. We want our Guests to experience a hotel-grade quality experience. Please remember that it is not just your linen quality but your mattress comfort, duvet & pillow inners and mattress protectors that all need to be considered. Invest in good quality down duvets and pillows and high thread count linen – the higher the thread count the longer they will last so it’s a worthwhile investment – this will soon pay for itself. 

For more info on our Requirements - please scroll down to our Our Requirements section below.

>Click here for a NORTH Order Form

>Book a linen and towel assessment

>View our NORTH Coastal Collection page

Getting Rental Ready Checklist

We've put together a digital checklist form for guidance to help you and your housekeeping team get your home ready for new guests' arrival. 

>Click here to complete the Getting Rental Ready Checklist form

(NEWBack-up Power

In the event of loadshedding and power failure, we will need guests to have some kind of backup system to power the house for a few hours. Please keep us updated with the below form, and let us know what is available during power outages. 

>Click here to complete the Back-Up Power form

(NEW) Staff Uniform Order

It is essential that your staff are neatly dressed with clean uniform everyday. We have a verity of different colour golf shirts and aprons to choose from. we recommend each staff member has 3 sets available during each guest booking. 

> Click here to order Staff Uniform

Our Service

KZN Full Collection

Description of your rental home and property to be listed on our website and advertised on other marketing platforms deemed necessary. Luxury Coastal Escapes will actively market your property and these costs will be borne by LCE.

>Click here to view our full Holiday Home Collection

Photoshoot

This will be done by our photographer Chris Allan. The photos are the most important part of your listing as they will help us market your home to potential guests. We have some spectacular homes in our collection and your photographs are key in competing with the other homes on offer. The more you can do to stage your house for the shoot, the better.

Photos taken by LCE are our property and they can not be used or bought from us or Chris for any reason that might be operating in competition with LCE for either sales or rentals. We also dont do re-shoots of the house every year. If owners are making substantial changes to the house over a period of time, then we shoot once it is all complete.

>Click here to view our Photoshoot Guide

Sales & Marketing

We will review your rental rate each year around September/October, with an estimated 10% increase with your approval.

Our yearly rates will run from the 1st of March until the following year's end of February. 

 

For all marketing, photoshoots, website listings and rate queries, please contact us at stephanie@luxurycoastalescapes.com

>Follow us on Social Media: Instagram & Facebook 

Housekeepers Workshop

LCE will offer a free annual workshop once a year for all new staff members. All housekeeping staff are required to attend this workshop once a year as we are constantly updating our cleaning procedures and we will also be doing a training on hygiene and cleaning protocol. Your house staff will need to be trained at our Housekeepers Workshop and the Beds will be made to a hotel standard. 

>Click here to view our Housekeeping page

 

Booking Enquiries 

LCE Bookings Team will manage all the booking enquiries. We will be in touch preferably on WhatsApp with a Booking Request form, where the Homeowner will need to approve or decline a booking rental request for your home.

Booking Management

As soon as a booking has been approved by the homeowner, our bookings team will manage all the deposits, payments, and forms and liaise with guests. Ensuring guest sign necessary paperwork including LCE T&Cs, Indemnity and Estate Security Forms.

We will send a booking confirmation email to your guest prior to arrival to arrange a time for a meet & greet along with directions and contact info and a home guide.

Owners will be responsible to finish all maintenance, faults or malfunctions in the house or on the property prior to guest arrival. 

>For all booking queries please contact our Bookings Team at bookings@luxurycoastalescapes.com

Estate Homes

We will do all the estate admin. Our team assist with getting the ID copies, and security forms for registering the biometrics, fingerprint access, orientation, estate inductions, rules, regulations and a list of estate facilities that will be given to guests.

 

Guest Welcome & Arrival

Owners or private bookings need to vacate the properties 24 hours prior to the Our guest's arrival date.

Along with your house staff, we will ensure that the house is ready for guests' arrival. This will include a full house check inspection prior to arrival. Our team will prepare a Welcome Gift Bag for the guests to find on arrival.

 

We will provide each home with a welcome bag filled with sweet and salt treats, each bathroom with our branded eco-friendly bathroom amenities and will be charged to the owner. This product is a top-up system, so the initial outlay is more and each booking thereafter is just for product top-up. Our products are locally made by SOIL.

Main Point of Contact

LCE will be the guest's main point of contact during the booking process and their stays. During Peak Season we will have a maintenance team available for emergency maintenance issues, and owners will be invoiced accordantly.

 

Guest Check-out & Departure

We will do a full house check within 2 days of a guest's departure. During this time, we will wait for the housekeeping staff to report any stained or damaged linen, towels or furniture. This does not include 'smalls' (wine glasses, coffee mugs etc.) Any other breakages, damages or missing items need to be reported within 24 hours of guests' departure.

Claims

The breakage deposit of one night's rental will be refunded to guests within 7-10 working days of departure, and if a claim arises from their stay then we will endeavour to have it resolved as soon as possible. ​The Guest will be liable for all costs associated with reinstating the home to its original condition and any costs associated with the recovery of such additional monies. Our team will be in touch with the homeowner with a replacement quote and the guests will be charged for the replacement. If anything is broken, this should be replaced ‘like for like’ to ensure a full refund of the breakage deposit.

The remaining deposit is to be refunded within 14 working days. Please see Owners Claim Guide for procedures.

Guest Feedback

Getting things right is an important part of what we do- and we really like to hear feedback about guests staying with us. Any feedback they can provide us with, be it good or bad is essential. It is important that we are aware of any problems or changes that might be required to ensure our next Guest's stay is a great experience. If we could have done anything differently with our services throughout their stay we ask them also to let us know, we want to ensure that all Guests are satisfied on all levels.

>Click here to view our Guest Feedback