Guest FAQs
Can I have a late check out or early check in when I stay?
If we have availability we will absolutely allow for an early check in or late check out. There is a fee of £12 for each which will be invoiced separately to your booking. More than a couple of hours either side is unlikely to be possible and would require you to book the property the night before or the night after to ensure it is available when you want it. You are welcome to do a bag drop though at any time, free of charge.
Where is the parking for where I’m staying?
The property guide that is provided upon booking confirmation will detail all parking arrangements for your property.
Can more people visit our property during our stay?
Only the maximum number of guests for the property, and total you have booked for, are allowed to stay over night. If you wish to have others visit in the day, please speak to the team when you make your booking. Parties and large groups are no allowed at any of our properties.
Can I book direct with Tatton Kelly rather than using Airbnb or booking.com?
Yes! Use our property enquiry page to make a direct booking for your stay. This will also save you 10%!
Can my pet come with me?
Most of our properties allow pets but please check the details before you book. There will be a pet fee to cover any additional cleaning that may be required. Pets are not allowed on the furniture or beds at any of our properties and additional charges will be incurred if there is evidence of this.
Do you do long stays?
Yes absolutely. Please enquire directly to determine the price for long stays as it will be cheaper than booking a nightly rate.
When will I receive check in details?
All details for accessing the properties are sent 24hrs before check in. These are sent via your booking site or available in the property guide.
Is there a security deposit?
For short stays, we don’t take a security deposit but ask you to sign T&Cs confirming you acknowledge that any damages will be reclaimed after your stay.
Do you provide travel cots or highchairs?
We provide travel cots in all our properties at no extra cost, but not highchairs. Please ensure you let a member of the team know prior to your stay so this can be arranged.
Is smoking permitted?
Smoking is not permitted inside any of our properties.
Are bed linen and towels included?
Yes all of our properties have high quality hotel linen and towels. Should you require linen changes throughout your stay, these are available for an additional charge.
Holiday Let Management FAQs
What is included in your management fee?
All of our management agreements are bespoke to the client as everyone’s needs are different. The full service includes:
- Management of multiple listings. Your property is listed on multiple booking sites and centrally managed by our team – ensuring maximum exposure and maximum occupancy.
- Welcome Guides. Included in the package is guest access to an individual, electronic property guide giving all the information for their stay.
- Focussed marketing and advertising. As well as these booking sites, we also promote your listing using our own social media channels, networking groups and repeat booking strategies.
- Direct booking systems. The goal is to obtain bookings outside of these channels to avoid the commissions paid to the sites. We have a direct booking system for guests to come directly to Tatton Kelly, and a data capture process to ensure that when guests have stayed once using the travel sites, they make all future bookings directly with us.
- 24/7 guest liaison. All guests have access to our 24/7 direct line for any queries or concerns before, during or after their stay as well as constant monitoring of the messaging system by a member of our team; ensuring that any interruption to you is kept to a minimum.
- Cleaning and linen services. We outsource our cleaning and linen to two reputable companies with whom we have built long-standing relationships.
- Maintenance support. Tatton Kelly provides first line maintenance for all our properties and can coordinate any further works required.
- Owners Portal. You will receive a secure log-in to Guesty which will allow you to view the bookings, block the calendar and oversee the entire operation.
Financial reporting. At the end of each month, we provide a full statement showing all the bookings, the gross and net payouts, cleaning fees, linen fees and any other transactions that have occurred that month.
Am I tied into the agreement?
There is a 90 day notice period on all of our agreements. If there are any bookings in the calendar after that date we will invoice for the management fees only.
How much do you charge for management?
This very much depends on the size, location, and support required. The full service is usually 20% + VAT however this is discussed during our initial meeting.
Can I still use the property myself?
Yes absolutely. With your guest portal access, you can block dates in the calendar to prevent bookings. If long-term stays are requested, these are discussed with you before accepting.
Are there any up-front fees for setting up my listing?
Again, this depends on how much set up is required. We charge a set-up fee for conducting Fire and Health & Safety Risk Assessments, installing a fire extinguisher, fire blanket and first aid kit, creating the welcome guides and creating the listings. We also offer Portable Appliance Testing however that is at the owner’s discretion.
What will happen to the reviews I already have if I transfer to you?
Unfortunately, as we will be creating a new listing for your property, the reviews won’t come with it. However, we recommend you take screen-shots of your reviews and we upload them as photos onto the listing, so potential guests can see them. Please be assured, your property won’t be starting with no reviews, they will have the 250+ reviews associated with Tatton Kelly.