Frequently asked questions about DrouzinLets
The proposition
What is ManagedLets?
ManagedLets is a web based system and the expertise to provide local entrepreneurs with their own holiday property letting and management business branded to the resort name, which is integrated to a wider family of similar sites. This provides global web presence with local expertise and services.
What is the benefit to customers?
ManagedLets provides holiday property rental with flexible dates, competitive prices, easy booking and local service. The customer can find a property and build their own holiday with additional services and options when they order. They will be met by the local Resort manager who will provide local assistance and advice to ensure a great holiday.
Commercial stuff
As a customer, when do I pay for my rental?
When you book, you are required to pay a non-refundable deposit of 20% of the total. You will be reminded to pay the balance 60 days in advance the arrival date of your booking. If you have booked within the 60 day period, you will be required to pay the total at the time of booking.
If we have not received a deposit or full payment 3 days after the booking is created your booking will be cancelled.
How are deposits handled?
A 20% non-refundable deposit is taken on booking and is held in escrow by ManagedLets (if it is outside 60 days of the holiday). In the event of cancellation, this will be returned less our costs, to the owner straight away, the reservation will be cleared, and we will re-market the availability.
How are payments processed?
We handle payments for bookings and services through Google Checkout. This is calculated and processed in GBP. Customers can see what the (current) Euro equivalent is by changing the currency option at the top of the page. We calculate the rental and pay the owner in GBP.
What happens if a booking gets cancelled?
A customer has the right to cancel a booking at any time prior to the arrival date but a cancellation fee will be applied. This is a percentage of the total price of the booking. The fee depends on the number of days prior to your arrival: 0-5 days 100.00%; 5-10 days 75.00%; 10-20 days 50.00%; 20-30 days 40.00%; 30-60 days 30.00%
Who pays for the laundry and changeover service?
Property servicing is an additional charge to the property rent which is paid by the customer. The service includes: Property preparation - placing of linen and towels; making beds; arrival meet & greet; key handover; directions to the property, and on departure; property check, key retrieval, property cleaning, removal of linen and laundering.
The property management service
How are the properties graded?
In order to set appropriate expectations, we have developed a grading system, which is set by the Resort Manager on each property with acknowledgement from the customer. This is is used to help define the appropriate rental rate, and also to generate a star rating for the property. This ranges from 5 star, which is the best and of the highest quality, to one star, which is basic but clean. This is defined in our Standard Operating Procedure: RM: 6-4-2 Property Grading which is available from the Resort Manager on request.
How do customers find the property?
The website holds the property address and GoogleMaps location. The Resort Manager is responsible for providing additional assistance where required.
How does the service work?
A customer views a property on the website, checks the details, pricing and availability then either books directly or contacts the Resort manager for further details. When the booking is made, additional options will be suggested for locally provided services, including transfers, guiding, excursions, equipment hire (e.g. ski equipment), insurance, airport parking etc. To confirm the booking, the customer needs to accept the terms and conditions, then an initial payment is made (the terms include the details for an additional payment that will be charged in the event of damage or remedial work being required following their stay). An email confirmation will be sent to the customer, Resort Manager, property owner and the relevant service providers.
How is customer feedback added to the system?
Resort or property review comments can be entered onto the site by anyone. These are checked before they get published by the Resort Manager
What happens when a booking is made?
The customer will be sent a welcome email to confirm their booking which details the joining instructions. They will be met or contacted by the Resort Manager to guide them to their property and the other service providers. The customer and Resort Manager have access to the details of the booking on the system.
What is involved in the checking of a property after a rental?
The property is checked by the Resort Manager rental to verify condition and basic inventory check. Any issues will be resolved within the terms of the deposit. If there is anything that exceeds this value, then it is brought to the property owner's attention.
What is involved on departure?
The details can be found at the Arrival/Departure section in the Resort tab.
What is involved upon a customer arrival?
The details can be found at the Arrival/Departure section in the Resort tab.
Who cleans the property?
The customer is obliged to perform a routine clear-up before they depart. This includes stripping beds and a general tidy up and wash down and vacuum. The resort Manager then ensures that the property is prepared to the agreed standard for the next customer. If the customer does not leave it as expected, it is possible for the Resort manager to levy an additional charge.
Why do meet at a central place, rather than the property itself?
We focus our arrival and departure instructions around a central area for ease of location and communication. Your Resort Manager will arrange for either individual transfer or directions to the actual property.
Legal & Obligatory
What assurance do I get if a customer damages my property?
As the customer has paid by credit card in full prior to their holiday, and have agreed to the booking conditions, we have the ability to make a charge against their credit card for reasonable damage. These are the details from the agreements: Quoting: ManagedLets International Property Management Terms (property owner): Provision of the Management Services - We (ML) will: • Report any broken items or damage to the Property to the Property Owner at the end of the Holiday Occupant’s holiday; •. We will use reasonable endeavours to recover from Holiday Occupants costs incurred by you in the reasonable repair or replacement and cleaning of furnishings, kitchen equipment, crockery, glasses, bedding and towels damaged or soiled, otherwise than by usual wear and tear, during the Holiday by you or your family and guests. Where the need to do this arises, we shall provide to you an itemised list of the charges levied and the reasons that they have been made.
Marketing
What other locations do you operate in?
Please visit www.managedlets.com for links to all current locations which are either in operation or exist as holding pages until we secure agreements with local Resort Managers.
Cancellation Fees