From time to time we are asked what the 20% management commission covers when Reliance Retreats manages a property. We believe it’s important to be transparent about this, so owners fully understand the work that happens behind the scenes to ensure their property performs well and guests have a great experience.
Put simply, the 20% commission is the only income Reliance Retreats receives for managing your property, and it covers everything required to successfully market, manage, and operate guest bookings from enquiry through to checkout.
Guest Management – From Enquiry to Checkout
The core purpose of our commission is managing your guests and their experience.
This process begins the moment a guest sends an enquiry or booking request and continues until after they have checked out. During this time we manage:
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Responding to enquiries and securing bookings
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Providing guests with directions and arrival information
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Supplying access details and lodge instructions
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Collecting guest information required by the resort
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Registering guests so they can access resort facilities
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Ensuring guests arrive safely and comfortably
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Handling guest questions, requests, or issues during their stay
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Being available by phone, email or message if support is required
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Following up after checkout and encouraging positive reviews
Guest communication and support is a significant part of the management process and requires continuous availability throughout the booking journey.
Coordination With Suppliers
Managing a lodge involves working closely with a number of suppliers. As part of our service we coordinate with suppliers to ensure everything is ready for guest arrivals.
This includes:
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Notifying cleaning teams of guest arrivals and departures
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Coordinating hot tub servicing
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Communicating with maintenance providers where required
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Ensuring suppliers are aware of bookings and schedules
Keeping suppliers informed ensures that the property is prepared properly for each stay.
Owner Support and Communication
Owners also rely on us for guidance and assistance. The commission also covers the time spent supporting owners when they contact us for help or advice.
This includes:
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Responding to calls, messages, and emails from owners
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Providing operational guidance or support
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Discussing performance, bookings, or strategy
We aim to maintain clear communication with owners while managing their property effectively.
Financial Administration
There is also a significant amount of administrative work involved in managing bookings and payments.
The commission covers:
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Guest invoicing and payment management
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Owner payment processing
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Financial administration associated with bookings
Ensuring payments are handled correctly and efficiently is an important part of property management.
Marketing Your Property
A major part of our role is ensuring your property is visible to potential guests.
This includes:
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Marketing your property across multiple platforms
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Managing listings and content
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Investing in marketing tools and subscription platforms
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Promoting availability across peak travel periods
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Ensuring your property remains competitive in the market
Our goal is always to maximise bookings and achieve the best possible return for owners.
Pricing Strategy and Market Management
Another important responsibility is managing pricing throughout the year.
We:
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Set and adjust pricing in line with market trends
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Ensure school holidays and bank holidays are correctly priced
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Review performance regularly
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Adjust pricing when necessary to remain competitive
This work is ongoing and requires constant monitoring of local market conditions.
Online Travel Agency Management
We also manage relationships with major Online Travel Agencies (OTAs) such as Booking.com and Sykes.
This includes:
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Managing listings and visibility on these platforms
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Attending account review meetings
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Resolving flagged issues
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Ensuring pricing feeds through correctly
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Optimising listings to improve performance
Working closely with these platforms helps increase booking visibility and occupancy levels.
Business Operations
The commission also contributes to the day-to-day running of Reliance Retreats as a business.
This includes covering:
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Staff wages
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Marketing tools and software subscriptions
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Travel and operational expenses
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Management time and operational oversight
As you can see, the 20% commission supports a wide range of activities that ensure properties are successfully marketed and professionally managed.
Owner Bookings and Availability
Unlike some operators, such as Haulfryn at Finlake who limit owner usage to four weeks per year, Reliance Retreats does not impose a strict limit on owner stays.
However, it is important to recognise that extended owner use significantly reduces the availability of the property for guest bookings.
Last year, two properties recorded 148 days and 92 days of owner use, which meant those properties were effectively unprofitable to manage. This not only impacts the owner’s potential income but also affects the sustainability of the management operation.
For this reason we ask owners to keep personal use to a reasonable level, allowing the property to perform well in the market.
It is also worth noting that owner bookings are managed directly by the owner, and we do not provide guest management services for these stays. This includes activities such as sending arrival information, sharing key codes, or handling guest queries, as these services fall outside the scope of the management commission.
Working Together for Better Bookings
We are continuing to strengthen relationships with platforms such as Booking.com and Sykes to increase bookings across our portfolio.
Owners can support this by helping us improve property performance, for example through initiatives such as encouraging guest reviews or supporting listing improvements.
A Partnership Approach
This article is not intended as criticism of owners, but rather as an explanation of the work involved in managing a successful holiday property.
Our goal is to work openly and collaboratively with owners to maximise bookings and maintain high standards for guests.