Changes to our cleaning protocols in light of the risks of Covid-19

We developed a robust cleaning protocol for all our properties to ensure the safety of everyone during the pandemic – guests, owners and staff – and we were accredited by VisitEngland as ‘Good To go’.  This meant that we met the government and industry COVID-19 standard guidelines set by VisitEngland, with processes in place to maintain high cleaning standards and aid social distancing. With the ending of all Government restrictions, this scheme ended on 31st March 2022.

We also achieved AA Covid Confident accreditation for every property in our portfolio.

Cleaning Protocols – Covid-19


How have we prepared your holiday property for you?

We developed this protocol for the safety of everyone and undertook both nationally recognised certification schemes ‘We’re Good To Go’ by Visit England and ‘Covid Confident’ by the AA.

Your arrival

Contactless entry – our usual procedures still apply. You will be provided with instructions to retrieve your keys from a key safe at or near to the property.

Revised arrival and departure times –whilst we had to adjust the arrival and departure times at the majority of our properties to arrival from 6pm and departure before 9am, at most properties the times have now reverted to arrival from 4pm and departure by 10am.  One or two properties have adjusted their arrival times to 5pm.  See your arrival instructions for the times applicable to the property you are booked into.  Alternatively, if you haven’t yet received your arrival instructions or Guidebook app, they are detailed on the property webpage.

Please do not arrive any earlier to the property as you will be refused entry. Housekeepers may not answer the door for operational and safety reasons.  Please don’t disturb them whilst they work hard to prepare the property for you. If there is no-one at the property at an earlier time this does NOT mean the property is ready for occupation, there could be housekeepers or tradesman returning to complete tasks.   You will receive a text message to advise you if the property happens to be ready any sooner than the time stated on the webpage, so keep your phone handy if you arrive in the area before the time stated on the webpage.

Earlier Arrival/Later Departure Requests – whilst we would normally do our best to accommodate these, please appreciate that for the foreseeable future we are unable to accommodate earlier arrival or later departure requests. This is due to rigid housekeeping schedules to accommodate the Covid-19 cleaning protocol.  If the property is ready significantly earlier, the housekeeper or owner will contact the lead guest by mobile, if a mobile number has been provided.

Arriving through communal areas – the property you are staying in may involve passing through a communal space. This could be a corridor with access to other properties, an entrance hallway or in an apartment block, but check your specific arrival instructions if you are unsure of the access arrangements to your front door.  As elderly and vulnerable residents will pass through the same communal space, you may wish to still wear a facemask at this time. If there is any hand sanitiser available, kindly use it.

Hand Sanitiser – we recommend to all owners that they provide hand sanitiser in their property, either via a wall-mounted dispenser or a table-top pump action dispenser. Kindly use it upon arrival and leave it for the next guests, it’s not to be taken home.

Essentials – you’ll receive the usual essentials such as toilet roll, kitchen roll and dishwasher tablets. Many properties have removed cooking oil, salt, and pepper, but not all, feel free to use them or leave them.

Welcome Hamper – our usual hamper may have been altered to ensure all products are safe for you to handle and consume. Whilst the hamper is entirely complimentary, please be rest assured that any alterations have been done for your own safety
Complimentary toiletries – we have been working to use refillable bottles instead of single use plastics. However, the owners of many properties have deliberately chosen to use single use plastics for hygiene purposes.

Guest Information – regular guests will notice our traditional comprehensive ring-binder file has been replaced with a Guidebook app for use on your mobile phone and/or iPad, which actually contains a lot more comprehensive information than the paper file ever did and we can update it centrally, so it will be as up to date as our knowledge permits. It also give directions to everywhere you wish to visit and has exclusive discounts and offers for our guests.  The person who books the holiday will receive the link to access the Guidebook app and is asked to share it with everyone in the party.  If that’s not possible, there should be a ‘Welcome’ information sign in the property for everyone to access the guidebook directly this way.

De-cluttering the Property – High-touch objects – we have made efforts to reduce the amount of things in the property that are difficult to sanitise between occupants, such as extra cushions, throws, difficult-to-clean ornaments, some books and board games, although many of these things are gradually being reintroduced.

Books and board games – you may find some books and board games will have been left in the property. These physically cannot be sanitised between uses, so use these at your own discretion, or alternatively bring your own books and games with you.

Kitchen – all items are checked to ensure they are immaculately clean for your arrival. However if you prefer to rewash the everyday items you will be using, for your own peace of mind, feel free to run them through the dishwasher again on arrival.

Kitchen cupboard signage – whilst they are no longer deemed to be required, some kitchen cupboards may have signs on them, as well as other areas around the property. These are to inform you that certain items are clean but not sanitised.

Dishwasher – depending on the size of the property (and the dishwasher) it may not be possible for the housekeepers to empty the dishwasher before their departure, if there is more than one cycle needed. Therefore, there may be items in the dishwasher upon your arrival that are clean and ready for your use.

Linens and Towels – towels – all towels are washed on a minimum of 60 degrees as standard.

Bed linen – bedding will either be washed at 40 or 60 degrees and where possible may be left to stand for 72 hours before washing as an extra precaution if the fabric is unsuitable to wash at more than 40 degrees. Mattress and pillow protectors are changed between occupants and go through the same washing procedure as the bedding.

Removing bedding before departure – instructions are provided in the Guidebook app regarding the bedlinen and towels.  At most properties you are asked to kindly strip all linen from the beds and place in the laundry bags provided, but do not remove mattress encasements or comfort pads that are underneath additional mattress protectors which are laundered after use. Gather all towels, bathrobes, tea towels, bathmats, and any other items you have used into the laundry bags provided on the morning of your departure. We kindly ask you to comply with this request for the enhanced safety of our housekeepers. Please see more information about ‘Your Departure’ below.

Cleaning Procedure
Cleaning Checklist – all housekeeping staff have been provided with a housekeeping checklist.

Cleaning Materials for your own use – a cleaning product containing disinfectant will be provided under the sink for your own use during your holiday, as well as other regular products, however we recommend you bring your own products that you are comfortable in using.  PLEASE DO NOT BRING OR USE BLEACH it is unnecessary when a more suitable disinfecting product that will not cause damage to furnishings is provided in the property for you.   If any damage is found to be caused to the property through the misuse of bleach there will be a charge made for replacement of the item.

Specialist cleaning products – all our owners and housekeepers, during the changeover cleaning, are recommended to use cleaning products that are viricidal and certified to BS EN 14476.   We have recommended to all owners that in their properties they provide general-use cleaning products certified to BS EN 1276 which is a general anti-bacterial agent and/or BS EN 14476 which is anti-viricidal and certified to be able to disable the Coronavirus that causes Covid-19.  However you are recommended to bring your favoured cleaning spray (not bleach) if it’s what you are used to using at home and have confidence in it.

Housekeeper PPE – our housekeeping staff have been advised to wear PPE but it is left to their choice and discretion now that the restrictions have ended.

Keeping our staff safe – the use of PPE and our changes in arrival and departure times is to reduce contact between yourself and anyone else, so please respect this when considering arriving earlier to a property. Please don’t be alarmed if the housekeeping staff are working inside and they do not answer the door, as they are considering your safety as well as their own. Please be mindful that the extra measures being taken are to ensure you have a comfortable holiday with us, so thank you for your patience.


Your departure – what we ask you to take responsibility for

For the safety of our staff, we kindly ask that you complete the following upon your departure:

Empty all bins – please bag up and empty all bins in the property and take to the refuse bin/communal bins.

Bag up all used laundry – please follow the instructions provided and if asked to do so, please gather all used bedding, mattress protectors, towels, tea towels, oven gloves, bathmats, and any other used laundry items and place in the laundry bags provided.

Mattress encasements – please ensure you do not remove any mattress encasements or comfort pads from the bed, only the mattress protectors. These have been provided as an extra-precautionary measure and they take 2 persons and a long time to remove and replace them. Please do not attempt to remove these under any circumstances they are misted with viricidal spray between lets and double covered with mattress protectors and sheets.

Place any used items through the dishwasher – during your holiday please wash as much as you can using the dishwasher. It’s fine to set the dishwasher away upon your departure, the housekeeping team will empty it upon arrival once the cycle has ended.

Ensure you depart on time – please ensure you depart by no later than 10am, as this could compromise the duties of the housekeeping team and impact on the next guest’s arrival to their holiday.

Thank you very much for your compliance which helps enormously in providing a safe and comfortable holiday home for all guests to enjoy.

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