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  5. Self-catering - best practice

Self-catering - best practice

16 minute read • Last updated: 25 February 2025

Self-catering can come in many different forms – from an apartment in the heart of a city to a coastal island cottage. While some guests may choose to use the property as a base to explore the local area, others just want to stay indoors, relax and enjoy the peace. The flexibility and freedom self-catering can offer makes it a popular choice.

As the operator you need to be offering high standards across all aspects of your self-catering business, with particular attention paid to the depth of information and quality of communication you provide guests prior to their arrival so that their expectations are met.

Find out more about how to offer an experience that will make your guests more likely to recommend and return in future.

In this article:

  • Allowing guests to book with confidence
  • Customer service
  • Accommodation standards

Allowing guests to book with confidence

Whether a guest is considering booking your accommodation for the first time, or requires assistance with an existing booking, the information and service you provide online and through direct contact is a vital part of the overall experience.

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.

Customer service

The hospitality and service you deliver to guests throughout their stay is hugely important.

As a self-catering accommodation operator your face-to-face contact with guests will be infrequent (if at all). There are several key stages to deliver great customer service by providing clear information and open communication.

  • Before the guests arrive

    Once guests have booked, respond to any queries quickly, and proactively offer additional services. This can make a real difference, especially if the booking has been made several months in advance. It will enable guests to arrive at your property with a positive outlook and ready to enjoy their stay.

    Examples of best practice

    • Follow up the automated booking confirmation email with a personal email from the business thanking the guest for their booking. This provides reassurance and gives you the opportunity to offer advice on planning their stay and answer any queries they may have.
    • For security reasons you may wish to delay providing any specific entry codes or key locations until close to the arrival date.
    • Provide the full property address with postcode for satnav and directions from all key routes using all applicable modes of transport.
    • Offer itineraries or other services. For example, food shopping delivered on arrival, and bookings for restaurants, activities and attractions.
    • Send a final pre-arrival welcome email to all bookings 1-2 days before their reservation to remind them and offers the opportunity to reiterate previous information and relay any property entry arrangements - this is crucial if you don’t reside nearby or offer an in-person greeting.
    • Tell guests about any likely disruptions due to bad weather or roadworks in your area, and ask that they get in touch if their anticipated time of arrival changes significantly.
  • Arrival and departure

    The warmth of welcome and farewell you provide as a host can leave lasting impressions on guests, which can lead to repeat business and word-of-mouth recommendations.

    Be aware that where a self-access system (eg a key left in lockbox) is used, the visitor information and personal touches left in the property will replace the personal welcome, and therefore need to be of the highest quality.

    Examples of best practice examples for arrival

    • If meeting guests at the property in-person, welcome them with a warm smile and genuine interest in their trip, and demonstrate your willingness to help make their stay as pleasant as possible.
    • Provide orientation of the property and demonstration of facilities in an efficient manner, bearing in mind guests may want to just settle in after their journey.
    • Leave all property information (eg heating operation, emergency contacts, locations for shops, takeaways, restaurants, etc) in an obvious location.
    • Present your visitor information in an easy to understand, user-friendly way with up to date, personalised recommendations for rainy day activities and hidden gems off the beaten track.
    • Leave clear instructions on how to connect to the wifi.
    • Use technology to enhance your visitor information, for example, offer YouTube videos showing how to use appliances like a coffee machine or dishwasher.
    • Give a personalised welcome card including contact details for the owner or property manager.
    • Leave a welcome gift, often foodstuffs or a bottle of wine, as a thoughtful and hospitable gesture and sourcing high quality local/Scottish produce to add to the overall guest experience.
    • Provide basic grocery staples, eg milk, bread, tea, coffee, sugar, etc.
    • A personalised hamper, tailored to each booking, can really add to the wow factor of your property. This doesn’t have to be just food and drink, it could include vouchers for local visitor attractions or eateries for families.
    • For dog-friendly properties, why not offer a dog welcome hamper with items such as a bed, blankets, towels, a food bowl, treats and biodegradable poo bags?
    • Consider the temperature and lighting of the property for your guests’ arrival in relation to the weather and time of the year.
    • Make your property feel like home with a Christmas tree and seasonal decorations for Christmas and New Year bookings.
    • Arrange a follow-up call with your guests after a day or two, checking they have settled in. It's also an opportunity to solve any issues early on rather than hearing about them on departure.

    Examples of best practice for departure

    • Show genuine interest in your guests, checking if they have enjoyed their stay and offering advice for onward travel.
    • If appropriate, offer assistance with taking luggage to the car.
    • If an in-person farewell is not offered, then a final phone call or text message to check on your guest’s enjoyment and re-confirming arrangements for leaving the property, keys, waste disposal, etc is recommended.
    • Remember to return any housekeeping and damages deposit in a timely manner, in line with terms and conditions. If any charges are to be made, then communicate these promptly and clearly.

    It can be good practice to keep in touch with guests following their departure. Take a look at further advice on customer service for ways to do so and the benefits it brings to your business.

Accommodation standards

Whatever the style or concept of your accommodation, all areas need to show the same commitment to quality.

Well lit and spacious living room area in a self catering property

Well lit and spacious living room area in a self catering property

© Highland Spaces

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.

A cosy wood burning stove in a contemporary Scottish home

A cosy wood burning stove in a contemporary Scottish home

© VisitScotland / Iona Spence

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 our guidance on how to make green improvements to your business.

A member of housekeeping cleaning a bathroom mirror

Cleanliness is key

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.

Looking across a picturesque pond through tress to lodges on the other side

Self-catering lodges at Auchrannie Resort, Brodick

© VisitScotland / Paul Tomkins

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.
Bed room in accommodation

Errichel House Cottages

© Perth and Kinross Council / Craig Stephen

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.
Interior Ballintagart East End Cottage

Ballintagart East End Cottage

© Claire Waddell

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.
Guests enjoying a chat at the kitchen table

Guests enjoying a chat at the kitchen table

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.
Heating accommodation with a wood burning stove

Heating accommodation with a wood burning stove

© Tracey Bloxham

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.

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