It is inevitable that eventually as you work in the holiday rental market you will meet the dreaded awkward customer. Jon explains how to handle such customers who are determined to make an easy transaction difficult. 

KEY TAKEAWAYS

• Try to understand the situation from the customer’s point of view.
• Treat all problems as important to you as they are to him.
• Work with them to identify what outcome they want now.
• Avoid interruptions and deal with their problem personally.
• Confirm with them what action you are going to take. 

BEST MOMENTS

‘Make a point of listening and letting them have the opportunity of offloading all the things they’re concerned about.’

‘The first thing you can do with an awkward customer is thank them for letting you know about the thing that they’re unhappy about.’ 

‘You can actually build loyalty from this particular customer by treating their issue as both important and something that you need to deal with urgently.’

‘The most important thing is to keep a level head. Try to keep emotion out of it.’

VALUABLE RESOURCES

• Website: https://www.spaproperties.co.uk/

ABOUT THE HOST 

Jon Stanton

Jon left a successful career spanning thirty years in IT to pursue his passion for property management and has been leading the team at Spa Properties for almost fifteen years.

As well as leading the team at Spa Properties, Jon is an advocate of ongoing business development and professional networking, as well as a senior member of the Scarborough Hospitality Association.

CONTACT

• LinkedIn: https://www.linkedin.com/in/jon-stanton/
• Twitter: https://twitter.com/jonspap

This show was brought to you by Progressive Media

See omnystudio.com/listener for privacy information.

Jon takes a look at the market and the opportunities available to get the most from your own holiday home and, regardless of the market, how you can take full advantage of the situation whatever it turns out to be by using modern analysis software that can keep you ahead of the curve.

KEY TAKEAWAYS

• A one-bedroom high quality property with a sofa bed can earn as much as two bedrooms as long as you are willing to wait for bookings and hold your nerve.
• Empty properties still cost money with standing charges and possible mortgage payments.
• Keep an eye on upcoming local events that may give your bookings a boost and allow you to set your pricing at the highest possible level.
• Data collation products are available to allow you to keep track of trends in the market as a whole or locally.
• Analysis tools can allow you to set your base price at a level that covers your variable costs and seasonal fluctuations.

BEST MOMENTS

‘One thing we spotted, for instance, very early on was that a one-bedroom flat in the middle of summer can make as much money as a two-bedroom flat if it’s really nice.’

‘Sometimes during the middle of winter, it’s worth taking some sort of revenue out of a week that you feel you’re not making money on because what it’s actually doing is protecting the money that you will be making in the summer.’

‘I think it’s really important that you recognise that these tools should be approached as a trusted advisor or a trusted friend. You need to look at the conclusions that they’re drawing and understand the tactics that they’re trying to employ.’

VALUABLE RESOURCES

• Website: https://www.spaproperties.co.uk/

ABOUT THE HOST  

Jon Stanton

Jon left a successful career spanning thirty years in IT to pursue his passion for property management and has been leading the team at Spa Properties for almost fifteen years.

As well as leading the team at Spa Properties, Jon is an advocate of ongoing business development and professional networking, as well as a senior member of the Scarborough Hospitality Association.

CONTACT

• LinkedIn: https://www.linkedin.com/in/jon-stanton/
• Twitter: https://twitter.com/jonspap

This show was brought to you by Progressive Media

See omnystudio.com/listener for privacy information.

Jon details how you can ensure good quality regular bookings into your rental property. He talks about changed habits post-pandemic and what you need to consider to keep your season fully booked and lucrative using online platforms and time-saving automation tools.   

KEY TAKEAWAYS

• Self Catering is a type of holiday that the industry describes as ‘sticky’, in that once holidaymakers have found a property they like they return again and again. 
• People book more last minute due to the uncertainty the pandemic created, so don’t be frightened by empty bookings and drop your rates too low. 
• Online holiday rental marketers may seem a bad deal with commissions of up to 20%, but they have a massive reach and exposure. It is best to see this as the cost of the acquisition of a new client. 
• The use of a Channel Manager can automate your property submissions to all online platforms that you may use. Multiple platforms ensure maximum coverage of the market.  

BEST MOMENTS

‘There’s a lesson in there about the hospitality business and watching the market and not being too stayed with your product.’  

‘The reality is, and we found this last year, the summers are still very very busy, you’re still going to get that business in and, of course, if all you do is drop your price, you’ll just be getting the business in at a lower margin than you would have got if you’d just bided your time.’ 

‘You need to make sure that the process of booking is made easy and as quick as possible, that the payments can be taken easily, and confirming the arrangements with guests can be done as well.’ 

‘The other thing the Channel Manager enables you to do is to manage more than one property so you can have multiple properties all managed in the one place.’  

VALUABLE RESOURCES

• Website: https://www.spaproperties.co.uk/

ABOUT THE HOST 

Jon Stanton

Jon left a successful career spanning thirty years in IT to pursue his passion for property management and has been leading the team at Spa Properties for almost fifteen years.

As well as leading the team at Spa Properties, Jon is an advocate of ongoing business development and professional networking, as well as a senior member of the Scarborough Hospitality Association.

CONTACT METHOD
LinkedIn: https://www.linkedin.com/in/jon-stanton/
Twitter: https://twitter.com/jonspap

This show was brought to you by Progressive Media

See omnystudio.com/listener for privacy information.

Jon explains the principle of timing and how important it is particularly in a seaside town. At the time of filming, it is low season and consequently, the occupancy and the workload are much lower than it is at the height of summer. Here are some steps you can take to fill those holiday homes over this time and make the most of the slow period.

KEY TAKEAWAYS

• Make the properties available to any contractors and key workers who are in the area for work typically midweek.   
• Winter is a good time to look at finding new properties and clients ready for the summer.
• Ideally time purchase and completion for the property to be ready for the market for the high season. 
• It is important to understand the circumstances of the vendor when viewing a property. Aspects of the sale such as available furniture can be a circumstance by which you can ensure a good deal. 

BEST MOMENTS

‘We’ve always got the off chance that people still come away in the winter to Scarborough particularly if the property takes pets, which is a good tip with all the people that went and got dogs during the lockdown period.’ 

‘We haven’t got much time left now before May and June and we don’t want to find ourselves in the middle of April with a sale that is not going to complete in that timescale.’ 

‘Not having to furnish the property meant that we could bring the property to market just as soon as we completed the sale, and obviously, that was good.’ 

VALUABLE RESOURCES

• Website: https://www.spaproperties.co.uk/

ABOUT THE HOST 

Jon Stanton

Jon left a successful career spanning thirty years in IT to pursue his passion for property management and has been leading the team at Spa Properties for almost fifteen years.

As well as leading the team at Spa Properties, Jon is an advocate of ongoing business development and professional networking, as well as a senior member of the Scarborough Hospitality Association.

CONTACT

• LinkedIn: https://www.linkedin.com/in/jon-stanton/
• Twitter: https://twitter.com/jonspap

This show was brought to you by Progressive Media

See omnystudio.com/listener for privacy information.

Jon interviews Rich Laycock, Spa Properties client, Scarborough lover, holiday homeowner and property portfolio owner, about his experience of holiday rentals, being a landlord, investment diversity, future plans, Spa Properties comprehensive service, and how holiday letting is a good choice in an array of options for your property.  

KEY TAKEAWAYS

• Rich invested in property in Scarborough due to the lack of swings in rental income and property value stability.  
• Multi-use properties are more desirable as you can adapt to changes in circumstances much more easily.
• Rich is planning to use pension-linked borrowing, for which you need to have set up either a self-invested personal pension (SIPP) or a small self-administered scheme (SSAS) which allows for more cost-effective borrowing and faster portfolio growth. 
• Sometimes a fresh pair of eyes on a project can reveal new options for a property let. 
• With Jon planning growth in the next few years, now is a great time to invest in your own holiday home managed and run by Spa Properties in and around Scarborough.    

BEST MOMENTS

‘I used to introduce myself as ‘I’m the mad one from Scarborough that runs other people’s holiday homes’ which seemed to catch on with people but I did actually get informed that I should stop doing that.’ – Jon   

‘I don’t want a property that only has one purpose. If I can use this property single let, as a HMO or as a holiday let then that’s good.’ – Rich 

‘With a long term view of this property business in Scarborough being the hub of our investments. The holiday market being the hub of our investments.’ – Rich 

‘The reality is if there’s cash flowing, if you’ve got a good strategy that’s balancing the risk with different options on it, eventually you’re going to be quids in.’ – Jon   

‘We would struggle to do our business without your services.’ – Rich 

VALUABLE RESOURCES

• Website: https://www.spaproperties.co.uk/

ABOUT THE HOST 

Jon Stanton

Jon left a successful career spanning thirty years in IT to pursue his passion for property management and has been leading the team at Spa Properties for almost fifteen years.

As well as leading the team at Spa Properties, Jon is an advocate of ongoing business development and professional networking, as well as a senior member of the Scarborough Hospitality Association.

CONTACT

• LinkedIn: https://www.linkedin.com/in/jon-stanton/
• Twitter: https://twitter.com/jonspap

This show was brought to you by Progressive Media

See omnystudio.com/listener for privacy information.

In this episode, Jon interviews his in-house expert in the practical set-up for holiday homes, his wife and partner in Spa Properties, Lynn Stanton. They discuss the 45 properties they have worked on over the fifteen years in the business, common errors made by holiday homeowners when setting up, the advantage of local knowledge, appropriate and practical design choices and furniture, and why you can trust Spa Properties with the setup and running of your holiday home.    

KEY TAKEAWAYS

• Furnishing and decorating a holiday home can take time and money so local knowledge and networking of the type offered by Spa Properties can be invaluable. 
• In a pinch, such as damaged furniture, Jon and Lynn have the local knowledge to find replacements quickly and cheaply. 
• Second-hand goods are more accessible and easier to source so furnishing does not have to cost the earth. Spa Properties keep items in stock in case of emergencies that have been purchased in readiness. 
• Get paintwork and decoration right first, then get furniture appropriate for the décor. You are better off not following the fashion as the look can quickly date and leave you with a property that, again, needs updating.  
• Source kitchenware to at least one and half times the expected occupancy of the property. 

BEST MOMENTS

‘We usually have time limits on some, which is a bit stressful, when we need to get them ready in a week. There’s other ones where there’s no time limits but we still get them ready in a week or less even. And we are getting better at it as time goes on.’ – Lynn   

‘We’ve had one or two pieces that people have managed to damage and we’ve been able to replace them quickly because we’re not waiting for brand new stock to be made and delivered. We know where we can go to find something that will work.’ - Lynn 

‘Now, that’s a three-bedroom cottage that we finished and decorated in a week for 2.5k so you don’t have to spend a lot of money doing this.’ – Jon 

‘People want something that’s fresh and well decorated and with any home, if you get the decoration right, the paintwork, the basics, then from there you can put the appropriate furniture together.’ – Lynn  

‘Some people want the joy of being able to set the place up and exercise their interior design bones, but then others just want to hand you the keys over and tell you to sort it out.’ – Lynn

‘Trust us, we can do it.’ – Lynn  

VALUABLE RESOURCES

• Website: https://www.spaproperties.co.uk/

ABOUT THE HOST 

Jon Stanton

Jon left a successful career spanning thirty years in IT to pursue his passion for property management and has been leading the team at Spa Properties for almost fifteen years.

As well as leading the team at Spa Properties, Jon is an advocate of ongoing business development and professional networking, as well as a senior member of the Scarborough Hospitality Association.

CONTACT

• LinkedIn: https://www.linkedin.com/in/jon-stanton/
• Twitter: https://twitter.com/jonspap

This show was brought to you by Progressive Media

See omnystudio.com/listener for privacy information.

Mike Moss of Action Coach Business Coaches interviews Jon on the podcast Business Spotlight about Spa Properties creation, fortunes and future. Listen in to find out what Spa Properties can do for you, its plans for the future and how you can be part of it, the coaches and business gurus that Jon follows, his business advice and his inspiration. 

KEY TAKEAWAYS

• Spa Properties was created to provide management services such as maintenance, upkeep, client greeting, troubleshooting, and payment to remote holiday homeowners.    
• Currently running 31 properties in Scarborough, Spa Properties’ ambition is to grow the business to 256 properties in the next four years with a team of supervisors. 
• Spa Properties helped its owners make money in the pandemic by using the properties to house key workers in service accommodation demonstrating the resilience of its management.    

BEST MOMENTS

‘Its primary purpose is to help owners of holiday homes make lots of money out of holiday homes without any of the hassle. The reason they don’t have any of the hassle is we have all the hassle, and that’s what we get paid for.’ 

‘When you’re in business that’s what you learn isn’t it? There’s nothing outside yourselves that’s going to make a success of your business.’

‘I don’t even remember what my comfort zone looks like. If you push, you grow. If you stop pushing you actually get smaller.’  

‘All that assumed knowledge out there comes from a good place. It’s all trying to keep you safe and keep you away from danger. The reality is it’s holding you back.’ 

VALUABLE RESOURCES

● Website: https://www.spaproperties.co.uk/

ABOUT THE HOST 

Jon Stanton

Jon left a successful career spanning thirty years in IT to pursue his passion for property management and has been leading the team at Spa Properties for almost fifteen years.

As well as leading the team at Spa Properties, Jon is an advocate of ongoing business development and professional networking, as well as a senior member of the Scarborough Hospitality Association.

CONTACT

● LinkedIn: https://www.linkedin.com/in/jon-stanton/

● Twitter: https://twitter.com/jonspap

This show was brought to you by Progressive Media

See omnystudio.com/listener for privacy information.

Double bookings are fairly inevitable in the holiday home industry and as a portfolio of managed property grows can become more likely. Sudden unavailability of properties, such as service problems like plumbing or electricity, can produce a similar result, a holidaymaker with nowhere to stay. Jon details how you can make the best of the situation by dealing with it in a professional manner.  

KEY TAKEAWAYS

• If you focus on the experience of the guest, double booking can be a good opportunity to build loyalty and repeat business. 
• Check the internet for any availability and try and contact them directly or book time with the agent partially and then make contact. 
• Take responsibility for the error even if it is not yours. 

BEST MOMENTS

‘Like all situations where there is a potential problem for your client, there is always an opportunity to try and make the best of the situation if you can deal with the situation in a good professional manner.’ 

‘What you’ve ultimately got it’s what most people would kill for. You’ve got a guest who is willing to pay to stop at one of your properties, your only problem at the moment is that you haven’t got a property they can stop in.’ 

‘They actually were delighted and since then we’ve had them stay a number of times in other properties.’ 

VALUABLE RESOURCES

● Website: https://www.spaproperties.co.uk/

ABOUT THE HOST 

Jon Stanton

Jon left a successful career spanning thirty years in IT to pursue his passion for property management and has been leading the team at Spa Properties for almost fifteen years.

As well as leading the team at Spa Properties, Jon is an advocate of ongoing business development and professional networking, as well as a senior member of the Scarborough Hospitality Association.

CONTACT

● LinkedIn: https://www.linkedin.com/in/jon-stanton/

● Twitter: https://twitter.com/jonspap

This show was brought to you by Progressive Media

See omnystudio.com/listener for privacy information.

In this episode, Jon looks at running the property as a successful business and details the things you are going to have to consider when letting out the property including the day-to-day of gaining bookings, managing bookings, and preparing the property for guests. 

KEY TAKEAWAYS

• Booking a property can often involve a lot of communication, especially with higher occupancy properties with people needing to ensure the amenities they require are available. 
• For key collection use key boxes so you do not need anyone to greet them at the door. This means the guest can arrive at their convenience which is less stressful for travel and become familiar with the property with your provided written guide. 
• Have a prep list for the changeover of the property for your cleaning teams but make sure that this is completed the minute the guest leaves to give the maximum amount of time to troubleshoot. 
• You will need to be available to take calls and enquiries from your guests even at inconvenient times. 

BEST MOMENTS

‘On the face of it, it seems like a straightforward process. People want to stop in the property, you get a booking, you know when people are coming, you need to get the property prepared. But in actual fact, it’s much more complicated than that particularly if it’s a larger property.’ 

‘If you’ve got more than two or three properties that can be absolutely critical because you can imagine what a nightmare your Saturday afternoon would be running around after five or six properties if they all arrived at the same time.’

‘It is so much more than just cleaning. What you’re really trying to do is make sure that when people walk through the door, the very first impression they get on a property is that it was a good decision to hire this property.’ 

‘All these aspects of a simple booking are things you need to consider. A separate email address for the team and clients to alert you so you don’t lose it amongst the snow of all the junk mail.’ 

VALUABLE RESOURCES

● Website: https://www.spaproperties.co.uk/

ABOUT THE HOST 

Jon Stanton

Jon left a successful career spanning thirty years in IT to pursue his passion for property management and has been leading the team at Spa Properties for almost fifteen years.

As well as leading the team at Spa Properties, Jon is an advocate of ongoing business development and professional networking, as well as a senior member of the Scarborough Hospitality Association.

CONTACT

● LinkedIn: https://www.linkedin.com/in/jon-stanton/

● Twitter: https://twitter.com/jonspap

This show was brought to you by Progressive Media

See omnystudio.com/listener for privacy information.

The next step after you purchase your property is setting up your holiday home as a holiday let. Jon presents a comprehensive list of considerations and requirements before you begin to let out your new holiday home. 

KEY TAKEAWAYS

• You need to ensure that the property is insured correctly. Your insurance company needs to be fully informed of your intention to let the property to validate your insurance.  
• You are now liable for energy bills, and water bills (which are constant even when unoccupied), and should consider broadband and television for your guests. All your services should be fully safety certified and have a fire risk assessment and health and safety assessment. 
• You need to provide sufficient equipment to self-cater in the property. Good quality bedding and beds are important. When buying furniture make sure all safety marks are still present and leave them in place. 
• Keep décor as neutral as possible and allow furniture to dictate the style of your property as this is the easiest way to keep things looking up to date. 
• Take at least 20 decent pictures to get a listing up as quickly as possible. Use these to create the expectations for cleaning teams and upkeep. 
• Get your listing on an online booking service, but take steps to capture repeat business for yourself with those customers so you only have to pay a commission on that booking once. 

BEST MOMENTS

‘Standard broadband these days really doesn’t cut the mustard. You need to be looking at high-end ultra-fast broadband.’

‘It’s a very good idea to have a fire door in between the kitchen and any other rooms in the building to ensure what you’re really wanting to do which is protect your means of exit.’  

‘We’ve got a principle here. The reality is that many things are fashionable in interior décor. The simplest thing to replace in a property is the furnishings.’

‘Theres much said about the value that online travel agents provide for the holiday market, but one thing they do is spend a great deal of money bringing people you don’t know into the area that you are running your holiday home.’ 

VALUABLE RESOURCES

● Website: https://www.spaproperties.co.uk/

ABOUT THE HOST 

Jon Stanton

Jon left a successful career spanning thirty years in IT to pursue his passion for property management and has been leading the team at Spa Properties for almost fifteen years.

As well as leading the team at Spa Properties, Jon is an advocate of ongoing business development and professional networking, as well as a senior member of the Scarborough Hospitality Association.

CONTACT

● LinkedIn: https://www.linkedin.com/in/jon-stanton/

● Twitter: https://twitter.com/jonspap

This show was brought to you by Progressive Media

See omnystudio.com/listener for privacy information.