At Reliance Retreats, we’re often asked: “What exactly does our 20% commission pay for?” It’s a fair question, and we believe transparency is key. We’re here to lift the carpet and show you exactly what’s going on behind the scenes.
Think of us as swans—calm and organised above water, paddling hard beneath. Here’s how we use your 20%:
Staff Costs
- Our dedicated team’s wages are the backbone of our operations.
Marketing Your Property
- Active social media promotion.
- Platinum subscription with Visit South Devon:
- Top listings on their website.
- Banner adverts, blogs, and newsletters.
Comprehensive Guest Management
- Handling all guest enquiries pre-booking.
- Ensuring smooth guest communications from booking to checkout.
- Creation and updates to TouchStay e-guides for each property.
- Management of all Pocket Reception calls for immediate guest support.
Supplier Coordination
- Liaising with cleaning, maintenance, and trade teams.
- Swift response to lodge issues (e.g., hot-tub faults), ensuring minimal guest disruption.
- Managing safety certifications and compliance.
Dynamic Pricing
- Updating pricing 24 months ahead to maximise occupancy.
- Daily adjustments for optimal SEO rankings on booking platforms.
Owner Communication
- Regular updates via:
- Blog posts.
- WhatsApp groups.
- Emails.
Financial Management
- Weekly reconciliation of invoices against completed jobs.
- Monthly owner invoices, accurately detailing income and expenses.
- Efficient processing of owner payments.
- Bookkeeping, accounting, and annual tax returns.
Resort Liaison
- Providing resorts with detailed guest information.
- Responding to all resort enquiries swiftly.
- Addressing ad hoc requests relating to guest management.
Tech Maintenance
- Hosting and securing our websites on our Virtual Private Server (VPS).
- Regular updates and cybersecurity checks to protect guest data.
- Continuous technology improvements (e.g., TouchStay and online hot-tub compliance forms).
Procurement and Replacements
- Efficient replacement or procurement of lodge items as needed.
Essential Subscriptions
- Microsoft 365: Ensuring seamless communication across Devon Holidays, Reliance Retreats and South Devonshire Holiday domains. (Not passed on to owners as its our operational cost).
- VPS Hosting: Secure, fast websites protected from cyber threats. (Not passed on to owners as its our operational cost).
- Xero Software: Reliable accounting software for accuracy. (Not passed on to owners as its our operational cost).
- Visit South Devon Platinum Membership: Extensive promotional benefits without additional charges. (Not yet passed on to owners as a cost).
- SIP Local Phone Number & Pocket Receptionist: Immediate guest support via a local, professional reception service. (Not passed on to owners as its our operational cost).
- ChatGPT: Efficient guest communication, advert creation, and blog writing. (Not passed on to owners as its our operational cost).
- Technology and Equipment: Staff mobiles, laptops, iPads, and office peripherals. (Not passed on to owners as its our operational cost).
- Travel Costs: Covering essential travel and accommodation for staff. (Not passed on to owners as its our operational cost).
- SuperControl Subscription: Essential channel management and booking integration. (This is a straight pass on cost billed yearly to owners within their monthly statements).
What’s Not Included?
We run a tight ship, focusing exclusively on bookings we handle directly. Owner-managed bookings fall outside our standard service, meaning owners manage guest communications directly. We can assist with a guests if required, at a fixed cost of £25.00 as a management service.
Cash Flow Realities
Guest payments via platforms like Booking.com and Airbnb have delayed payment cycles (up to 14 days post-stay), but supplier bills (cleaning, maintenance) still require weekly payment. We manage this gap efficiently to keep operations smooth. We had to move our invoicing date to around the 14th of the month for this very reason.
As you can imagine the quieter months impact us more than that of the School Holidays where we are near capacity.
Why Maximising Your Property’s Appeal Matters
Negative reviews significantly impact bookings. One premium lodge recently saw low ratings lead to decreased bookings. We proactively seek guest feedback across Booking.com, Airbnb, Sykes, TripAdvisor, Google, and Facebook to boost your property’s profile and attract more guests. Looking at ways that will set your lodge apart from others at the same cost will maximise its appeal.
Why This Matters to You
- Higher occupancy and happy guests mean stable revenue.
- Regular guest feedback boosts your property’s profile.
- Ongoing improvements ensure your lodge remains competitive and desirable.
How You Can Help
- Maintain your lodge at a high standard to exceed guest expectations.
- Offer excellent value, surpassing competitors at similar price points.
- Keep communication lines open with us—we’re here to support your success.
We hope this transparency clarifies exactly what your 20% commission achieves. Your property’s success directly benefits both of us, and we’re committed to maximising your returns.
Together, let’s ensure guests keep coming back year after year.
Any questions, Please ask away.