Tattershall Lakes - Private Letting - Q&A's

Tattershall Lakes T. 01442 50 88 50 Country Park F. 01526 348 817 @TattershallLakes Sleaford Road @AwayResortsUK Tattershall @AwayResortsHolidays Lincolnshire awayresorts.co.uk LN4 4LR

Lakes

Tattershall r

Private Letting

Questions & Answers Over the years more Owners have chosen to pursue the opportunities of letting their holiday homes privately. This then allows lots of ways in which each owner manages their Guests which could lead to customer dissatisfaction which no body wants and can easily be avoided.

We do of course recommend that you sublet through our Away Resorts sublet programme which has many benefits to owners included in their prices such as linen, accommodation cleaning and key handling plus much more all wrapped up in the price. If you are interested in joining this programme or would like more information pop in and see any of our Holiday Heroes who will be more than happy to help!

Of course, we understand all owners have different needs and how you let out your wonderful holiday home is one of them and some prefer to let privately. So, we have put together a simple Q&A on how we feel you can help your guests receive the best welcome and service and how we can help on park…

Q. Do you offer a key handling service?

A. We do; However, the safest and most accessible option is a key safe which allows your guests access to your holiday home at a time convenient for them, this can be arranged directly with yourselves without the need for assistance from the park.

Alternatively, your key can be collected from Guest Services, ideally between 4pm and 6pm. To use this service please email Tattershall.holidays@awayresorts.co.uk to register your interest and we will send you a Key Release Form to use. The form will need completing and emailing to the same email address 24 hours before your guests are due to arrive confirming all the details required to ensure your guests receive a smooth check-in experience Q. Who is responsible for my keys?

A. You, the proud owner is ultimately responsible.

If you would like to use the key handling service, we recommend 4 keys to be handed to Guest Services to ensure we have access to your keys to meet your requests. Unfortunately, we cannot be responsible for your keys not being returned by your previous guests who may forget to return them or advised you that they did.

We will let you know when your keys need replenishing in the event of us giving out the last one we hold.

Q. I have a last-minute booking, can I still use the key handling service?

A. We do recommend 24 hours’ notice for the key handling service, however, we know life can be busy and last minute so if you take a late booking please email your Key Release Form urgently to Tattershall.holidays@ awayresorts.co.uk .

Please be aware Mondays and Fridays are our main check-in days so it can get very busy with new guests arriving at the lovely Tattershall Lakes. This may mean that your guests’ check-in may not be as seamless as other days due to all the team busily helping guests arriving on park.

There may also be a slight delay to your guests check in whilst we verify your email and make up your guest’s key pack. Please note if we have not received your Key Release Form by email, we will have to decline access to your accommodation.

Guest Services’ opening times are available on our Facebook page and in our entertainment guides. Please note times can change during the season so we do advise you to check our opening times before advising guests. As long as we have received your key release confirmation from yourself during opening times our security team will be able to help your guest’s check-in outside these times. Unfortunately, if your guests are turning up out of office hours or without any confirmation from yourselves, we will not able to help them and will have to direct them back to you the owner to resolve.

Tattershall Lakes T. 01442 50 88 50 Country Park F. 01526 348 817 @TattershallLakes Sleaford Road @AwayResortsUK Tattershall @AwayResortsHolidays Lincolnshire awayresorts.co.uk LN4 4LR

Lakes

Tattershall r

Q. Do I need to advise my guests about Guest Passes (previously called Entertainment Passes) and the use of the facilities?

A. When private letting your holiday home you are responsible to ensure your guests are aware that they can only access our facilities with Guest Passes. The good news is that although we have changed the name of the passes, our prices have been frozen for 2019.

If your guests are wishing to purchase Guest Passes they will be asked for the accommodation address and our Holiday Heroes will check the size of the accommodation on our system and charge the correct price according to the number of bedrooms and duration of stay. To avoid disappointment and to make sure your guests have an enjoyable stay from start to finish we do advise that you inform your guests of the correct price before arrival and that they will need guest passes to access all our facilities.

Please note that we will also require a copy of your current Gas and Electrical Certification to be held on file in order to issue Guest Passes, as these are required to comply with relevant legislation.

Q. Can I purchase Guest Passes on behalf of my guests?

A. Yes, absolutely. Please call us on 01526 348800 so we can take the payment over the telephone and ensure the Guest Passes are ready for collection. Remember we will still need the current Gas and Electrical certificates to purchase Guest Passes.

Q. Can guests call and check I own my holiday home?

A. This will not be possible as due to new data protection laws we cannot verify you own a holiday home to any third party.

Q. If my guests arrive on park without towels and linen can you help?

A. Unfortunately we do not offer a hire service for private let holiday homes, so you will need to ensure your guests are aware that they will not be able to hire towels or linen from the park and this also applies to cots and high chairs.

However, this service is offered if subletting through our Away Resorts sublet programme so if you would be interested in this speak to one of our helpful Holiday Heroes who will be able to advise.

Q. My guest has a complaint do they come to Guest Services?

A. As your guest has booked through an owner who private lets their accommodation any complaints need to be dealt with by you, the owner and it is your responsibility to advise the guests accordingly. Any feedback / complaints received on park or by email will be redirected back to yourself.

We are sure you will appreciate that we have no knowledge of which owners sublet their holiday homes, what monies are earned and what collective agreements are in place between an Owner and their guests. Therefore, we are not liable for any losses endured or complaints made.

Any holiday home Owner who privately “lets” their holiday home accepts the reward for the letting and therefore it is not unreasonable in our view that they also accept some of the risk and responsibility. This includes managing their guests’ issues.

We would also like to advise any Owner who refers to their Holiday Home by name that your guests are advised of the Holiday Home number. We have had recent events where the emergency services have arrived at the park after receiving a call from a guest, staying in a private Holiday Home and provided the name only.

Subsequently the emergency services and park team were unable to help as the park doesn’t have the details for the names of the Holiday Homes. This caused some lengthy unnecessary delays which could have had some serious consequences.