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Code of practice

Code of practice

Protecting owners and guests

We will:

  • ensure that corporate contact information is clearly visible on our website;
  • provide guests with dedicated contact details to register complaints or report any issues during their stay;
  • ensure that terms and conditions are easily available on our website, including cancellation and deposit protection policies;
  • delist any owner found to be acting in a discriminatory way to potential guests once notified by the appropriate authorities;
  • have processes in place to help prevent fraud such as identity verification of owners and guests;
  • protect the personal data of owners and guests in accordance with GDPR and privacy law;
  • regularly inform owners of their legal obligation to undertake regular Fire Safety Assessments and show due diligence with regards to fire safety;
  • regularly inform owners of their legal obligations with regard to health and safety regulations, to include Gas Safety and Electrical Safety;
  • encourage owners to provide guests with information on how to respond in emergency situations e.g. emergency services numbers and instructions on how to exit buildings safely in case of fire;
  • delist guests who have been proven to be in serious breach of their terms and conditions, for example committing fraud or causing major damage;
  • regularly inform owners to check that their insurance policy covers short-term letting;
  • regularly inform owners to check for legionella, especially if property left vacant for extended periods;
  • provide owners with an overview of their hosting activity to assist them with their tax obligations, while recognising that ultimate responsibility for complying with individual tax obligations lies with the owner.
  • Maintain total transparency over what costs have been deducted from owners for services rendered, including commission, cleaning fees, etc.
  • Remove any listing proven to be in breach of applicable regulations once notified by the appropriate authorities;
  • Inform owners regarding the safety of furniture and furnishings;
  • Regularly inform owners to keep up to date their public liability insurance;
  • Regularly inform owners of the need to check their smoke and carbon monoxide detectors;

 Keys Holiday Cottages, pledges

  • not to advertise their products and services in any manner that could encourage user behaviour that is outside of the law or which contradicts the spirit of the law.
  • encourage owners to communicate to guests that primary use of the property is for holiday or business purposes and any other use requires prior permission;
  • encourage all guests to be mindful of neighbours when coming in late, to not make excessive noise and to read the ‘house rules’ which individual owners may have provided;
  • encourage owners that use third parties to provide services in the property to respect neighbours when such services are being performed;
  • encourage owners to display a notice in the property or guest handbook asking guests to respect neighbours;
  • encourage owners to have clear instructions for rubbish and recycling which meet the local guidelines for collection and responsible removal;
  • and provide dedicated contact details for members of the public or local authorities to register complaints.
  • share information with guests about local businesses they can visit, to help promote local growth and tourism.