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Sleeps: 4
First letting through The Travel Chapter: 2017
Married with two children and two grandchildren, Kevin retired from a career in the oil and gas industry and now lives with his family in the New Forest.
The family already had one holiday property in the portfolio, and a positive experience was the impetus for the purchase of Laurel Bank. Kevin explains, “Following the success of the initial property and the tremendous support we received from our property manager and The Travel Chapter new business manager, we decided to purchase a second holiday home in the same village when the opportunity arose.”
Kevin sees the area as an ideal location in which to own a holiday let. The New Forest National Park, 220 square miles of woodland, heathland and grassland with more than 3,000 wild ponies wandering freely about, is one of the most attractive in the country. It’s also close to the coast, with beautiful beaches and some of England’s best sailing waters. There’s plenty to do for the active-minded visitor, including walking, cycling, horse riding, water sports and golf.
Accessibility is also key. Taking just 90 minutes to reach London and the Home Counties and two and a half hours from the Midlands, the excellent road and rail transport links make it an ideal weekend getaway location.
But Kevin recognises that being located in a popular region is not sufficient on its own to ensure high occupancy at good rates. Visitors to the New Forest expect easy access to high-quality food and drink, so the fact that Laurel Bank is within easy walking distance of good pubs and restaurants is a definite plus. And with an ever-increasing demand for pet-friendly properties, the secure garden that is ideal for dogs is another big draw.
When it comes to creating a property that will attract bookings, Kevin points out that potential guests are people just like you. Owners need to step back and take an objective view of their property and ask whether it’s the type of place they would enjoy staying in.
“Always think, ‘Would I really like to stay there?’ If the answer is ‘no’, it will be reflected in your bookings.”
Kevin takes the matter of guest satisfaction very seriously, and for him, the process of ensuring that their stay at Laurel Bank is a happy one starts well before they arrive in the New Forest. He advises owners to: “Start to build a relationship with your guests just after they book by ensuring that they receive information on the local area and what you provide at the property. This will help them plan their holiday and get the best from it.” Feedback on Laurel Bank on the holidaycottages.co.uk website specifically mentions the ‘lengthy texts from the owners before we arrived with updates and recommendations’, so this was clearly appreciated by visitors.
The next step, according to Kevin, is to ‘wow’ the guest from the moment they step through the door. That starts with not skimping on the welcome pack and ensuring that furnishings and décor are in a good, clean condition. In short, first impressions count for a lot.
“Guests don’t want to come to a property that is less comfortable than their own home. Nor do they want to be looking for a corkscrew or the basics if they arrive late and shops are closed.”
Careful consideration of all the things that guests might need during their stay is also part of Kevin’s formula for ensuring good reviews. That includes things like towels for the hot tub and even for the dog. Hardly surprising then that one guest commented, ‘the cottage is very well equipped, one of the best we have stayed in. The owners have tried to think of everything that might be needed.’
In terms of the approach to the interior of the property, Kevin’s number one tip is, ‘“don’t personalise the décor, think in terms of neutral shades and tones. As for dog-friendly homes, use floor tiling as much as possible.”
“Five-star reviews and strong word of mouth recommendations are priceless.”
Kevin cites hearing and reading positive feedback from guests when they have had a great holiday as the most rewarding part of holiday letting. If there are any issues, the key thing is to, “learn from the less positive feedback and address the issues immediately.”
As for the most challenging part of holiday letting, again service is at the heart of the matter for Kevin. He says that he needed to, “Put a great team of caretakers and tradespeople together that are reliable and understand that our guests deserve first-class service.”
Kevin’s other advice for budding holiday let owners fits with his overall philosophy. Responsible budgeting includes having a contingency, as maintaining the highest standards, the key to a better than average booking rate, “requires going the extra mile in cost and thought.”
“Aim high, distinguish yourself and your level of service and the hard work will be rewarded with solid bookings throughout the year and returning guests.”
He also suggests tapping into the experience of others who have been down the road on which the new owner is about to embark. “Attend a Travel Chapter sponsored meeting of existing and new potential clients like yourselves and ask lots of questions.”
Overall, the holiday letting experience has been a very positive one and Kevin intends to continue with it for the foreseeable future. It’s entirely possible that the properties will be passed on to the children as an ongoing source of income.
As for the experience of working with The Travel Chapter, Kevin describes the company as: “Always supportive, never pressurised, offering great guidance, honest opinions and plenty of owner resources with a professional team both locally and on the end of the phone in Bideford.”