Self-catering – customer expectations and best practice

Online information

A strong online profile and presence through your website, social media channels and booking platforms is fundamental. Consistent information and high-quality content, means that guests should know exactly what to expect.

For example:

• accessibility (include floor plans and/or an accessibility guide)
• parking availability
• wifi and TV availability
• cooking and laundry facilities
• whether you are pet friendly

For self-catering accommodation, it is particularly important to include information on local attractions, eateries, and public transport. Make it as easy as possible for guests to see how much there is to see and do in the area, potentially leading to longer stays.

Remember your website and social media are windows into your property. Use high quality images of all aspects of the property.

For more advice on websites, social media and the use of imagery take a look at our guidance on how to promote your business.

Provide a seamless booking experience

Give guests confidence in your business with a clear and transparent booking process regardless of whether they might be booking direct or through an online travel agent.

Top tip: encourage direct booking by offering upgrades for free or at a discounted rate.

What to have on your website

• Terms and conditions visible prior to the booking being made. Remember to include a clear explanation of any housekeeping and damages deposit including when and how this will be returned.
• Up-to-date availability calendar up to date allowing for simple phone and online bookings.
• Secure online booking system that takes bookings without your personal interaction (unless requested) allowing 24/7 transactions from anywhere in the world.

After a booking is made

• Set up automated confirmations of bookings with all relevant details including dates, prices, check in / out times and terms and conditions.

• Provide receipts for every payment made and send appropriate reminders if a full balance payment is required (eg a week before the payment is taken).

Further guidance

For information on online booking systems and more, check out our page on making your accommodation online bookable.

Décor and furnishings

Style and taste are of course subjective, however investing in high quality items will likely mean they hold their condition longer.

Examples of best practice

• Even at full occupancy, well thought out and coordinated accommodation should provide a sense of spaciousness and relaxation.
• All rooms should be well designed and decorated to a professional finish.
• Furniture, fixtures and floorings should be durable, but with thought given to comfort and ease of cleaning.
• In high-traffic areas, consider a more robust commercial quality of carpeting or flooring.
• An easily washable flooring should be used in the kitchen and bathroom areas, such as wood, laminate or vinyl.
• Fit splashbacks to protect décor and for ease of cleaning in kitchen and bathroom areas.

Top tip: International guests especially love local history, so tell yours with original artwork or photography showing the story of your property, or local area.

Lighting, heating and ventilation

You want all your guests to feel comfortable. This isn’t easy as we all have different ideas about what we require to relax, however paying attention to controllability and variation is key to creating a comfortable environment for your guests.

Examples of best practice

• Aim to offer guests the ability to control and vary the lighting, heating and ventilation in all areas.
• Protect rooms against weather, noise, and light with substantial curtains or blinds.
• Use shades and diffusers to filter direct sunlight and heat impact where required, eg in a conservatory area.
• Focus easily accessible lighting options around tasks and activities:
  • bedside lamps for reading
  • task lighting for desks and dressing tables
  • integrated lighting for wardrobes
  • overhead dimmers for ceiling lights
  • bright bathroom mirror lighting, with integrated de-misting function
  • appropriate lighting for food preparation and dining areas

• Ensure windows are easy to operate, with vents for airflow. For some rural areas, provide midge screens for windows.
• Install quiet and well-concealed ventilation and air conditioning units. If air conditioning is not installed, provide cooling fans for those hot summer months.
• In bathrooms, install effective no-noise extractor fans which can be isolated so that lighting can work independently. They could operate via a timer function or sensor control such as humidity detector function.
• Underfloor heating and heated ladder towel rails in bathrooms will enhance comfort.
• Open fires and stoves are great for creating a warm cosy environment, but make sure to provide adequate fuel (again, be upfront and clear on any additional charges for replenishment).

For further information on being energy efficient and more, check out are guidance on how to make green improvements to your business.

Cleanliness and housekeeping

Cleanliness is crucial – it’s often the first thing a guest would notice if it’s not right. Focus on the highest standards possible in every area of your accommodation to avoid any negative feedback.

Self-catering operators should have in place well organised processes for cleaning and restocking of accommodation between departures and check-ins, with the flexibility to manage early or late check-ins if applicable.

Areas that need focus should include

• Light fittings and skirting boards.
• Under furniture and beds, into corners and edges.
• Cupboards and drawers.
• Vacuum behind cushions, under settee cushions, and down the sides of chairs.
• Clean sanitaryware thoroughly.
• Extractor fans regularly cleaned out.
• Do a final check for stray hairs on all bathroom sanitaryware and fitments and on bed linen.
• Check kitchen inventory to ensure everything stored away is clean.
• Clean appliances internally including soap drawer and drum seal of washing machine and dishwasher filter.
• Clean and check outdoor areas, furniture and facilities too.

If you operate seasonally, consideration should be given to a full deep clean of the entire property before bookings recommence.

If you employ external cleaning companies

• Provide detailed expectations to ensure housekeepers are working to the same high standards.
• Regularly monitor guest feedback for any comments regarding cleanliness standards.

For further ideas on introducing standards around areas such as cleanliness, take a look at our page on setting product standards.

Exterior and grounds

How your property is presented on the outside can give an indication of the quality and standards your guests can expect to find on the inside.

Examples of best practice

• Driveways and access roads should be in excellent condition with clear signposting.
• Parking areas should be signposted, with clearly marked bays with sufficient turning space.
• Availability of parking is appropriate for maximum capacity. This is especially important if a property accommodates large groups, or several properties share a communal parking area.
• If access roads, drives, and parking areas are not in good condition, let your guests know in advance that they will need to drive accordingly.
• Position lighting to provide a safe and secure entry for guests during night-time access and when unloading luggage.
• Consider installing extra measures for the security of guests’ cars (eg motion activated lighting, CCTV, and coded access gates).
• Schedule regular maintenance for the exterior of your property, including any grounds or gardens.
• Display external decorative features eg flower tubs, creative lighting and outdoor furniture, matching the style, and quality of the property.
• Keep refuse and recycling storage areas hidden or screened.
• Ensure any garden furniture, barbeque equipment, children’s play equipment, hot tubs, or any other external facilities are clean and maintained to a safe standard between guests.

Bedrooms

The sleeping experience can often make or break a stay. You’ll want to offer the best beds and bedding possible, but don’t forget to pay equal attention to other practical details such as the availability and positioning of plug points.

Beds and bedding best practice

• Whether divan base or bed frame, invest in sturdy construction with upholstered or solid wood headboards to coordinate with the base. It's good to opt for larger than standard size.
• Mattresses should be of an exceptional quality, support, and construction (eg pocket sprung of over 1,000 springs or memory foam). Consider additional toppers of foam or feather to enhance the sleeping experience. This can be especially useful for zip and link beds to prevent a gap forming in the middle.
• Provide exceptional quality duvet and pillows (if feather is provided then offer an alternative non-allergenic option). Pillows should offer the best support and include a choice of soft and firm for each guest. Duvets should be seasonal and offer variable togs or layers of options. Use larger duvets (eg a double on a single bed) for added luxury.
• Use mattress and pillow protectors for hygiene.
• Invest in 100% cotton linen bed sets with high thread count (Oxford bed sets ideally) with a coordinated approach to bed presentation.

Bedroom storage and facilities best practice

• Provide storage for clothes (folded and hanging) in all bedrooms, taking into consideration average length of stay.

• Provide a mirror with a plug point available nearby in all bedrooms.
• Consider comfortable seating for maximum occupancy of the room, positioned for maximum comfort (eg viewing the television).
• Consider the quality of technology provision such as televisions and Bluetooth speakers in all bedrooms.
• The range of bedroom accessories should enhance your guests' experience, with your target market in mind (eg hair dryer, hair straighteners, etc).
• Consider the provision and positioning of plug points, making them easily accessible by bedsides, dressing tables, and desks. Lamps with integrated USB ports are especially helpful for international guests, instead of adaptors.

Bathrooms

Bathrooms may vary in size and range of facilities, however clever use of space can make the best of smaller rooms, in terms of both design and function.

Consider the number of bathrooms when setting the maximum occupancy for your property.  Although all bedrooms being ensuite might not be expected, make sure bathroom arrangements and the availability of a bath are clearly advertised upfront and prior to booking.

Whatever your set-up, a bright, well-lit bathroom adds to the perception of cleanliness and hygiene.

Examples of best practice

• Invest in a full range of luxury, design-led sanitaryware and fittings (eg mirrors, lights, radiators, and towel rails). Through regular cleaning and maintenance, you can keep these in excellent condition - pay particular attention to ensuring that grouting is fresh and stain free.
• Ensure hot water is always available.
• Any towels, robes, or accessories you provide should be of the highest quality possible.
• The towelling range should be soft, thick, heavyweight and always look and feel like they're in excellent condition. Ideally use high-quality materials, such as Egyptian cotton, silk-cotton blends, or bamboo.
• Offer a full range of toiletries - demonstrating sustainable business practices by using refillable vessels for soap, shampoo, etc. and local or Scottish toiletries (which can also add to the experience for an international guests).
• Provide sufficient toilet rolls appropriate to the number of guests and length of stay.
• If guests are expected to supply their own towels and toiletries then this should be made clear prior to booking.

Kitchen and dining area

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 guests’ groceries.

Examples of best practice

• Ensure enough space to store kitchen equipment and leave at least one cupboard empty for guests to store their groceries.
• Install a range and quality of appliances including cooker, microwave, fridge, freezer, dishwasher and washing machine – suitable for maximum occupancy.
• A forced extractor fan cooker hood or similar is advisable for the removal of cooking smells.
• Provide full range of kitchen and dining utensils, crockery, pans, etc. to cater for maximum occupancy. Remember to check between changeovers, replacing damaged or missing items.

• Provide ample space and chairs for all guests to sit comfortably together at mealtimes. 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.

Living room and other areas

Indoor areas for guests 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.
• Consider the quality and range of entertainment technology, eg smart TVs, streaming services, Bluetooth speakers, etc.
• An interior or exterior hot tub can provide a luxury element for guests but be sure this is cleaned and maintained to the highest standards between bookings to be both safe and hygienic.
• Depending on your market, provide a suitable secure area for guests to leave outdoor clothing and equipment to dry overnight, eg walkers, cyclists, golfers, anglers, etc.