The Full Bed Hosts Customer Charter

We know that managing a property involves logistics and occasional maintenance. Our goal is to handle these with common sense and efficiency.

• Transparent Inclusions: Many services are included in our standard fee. Where additional time or resources are required, we will always inform you of those costs in advance.
• Efficiency First: For minor maintenance or practical needs under approx. £100, we will proceed automatically to resolve the issue quickly for both you and the guest. These will be clearly listed on your itemised end-of-month invoice.
• Approval for Larger Costs: For non-urgent matters exceeding this amount, we will always consult you for approval first.
• Common Sense: We apply a common-sense approach to things, such as offering discounts or small gifts to guests if we think that would likely be beneficial for the guest stay experience — whether to resolve small issues or elevate an experience.

We anticipate needs before they happen, meaning urgent contact is rarely required. However, when you need us, we are accessible.

• Administrative Enquiries: For non-urgent, administrative matters, we aim to respond within 1 to 2 business days.
• Urgent Support: For urgent matters, you have access to our business support WhatsApp line and email, where we deal with issues much more quickly.
• Emergency Protocol: In the rare event of an urgent issue (such as a water leak), we will attempt to contact you immediately. If we cannot reach you after making attempts, we will act in your best interest and make necessary decisions — for example, calling a plumber — to protect your property.

We care deeply about the beautiful locations we operate in — from the New Forest to the Dorset coast. We believe responsible hosting protects these areas for the future.

• Eco-Friendly Improvements: We actively help owners implement sustainable changes that reduce running costs and attract environmentally conscious guests — such as upgrading light bulbs to LED versions.
• Local First: We prioritise local tradespeople and suppliers to support the community and reduce travel miles.
• Waste Reduction: We utilise digital-first processes for contracts and guest guides to minimise paper waste, and actively encourage recycling in all our properties.

We don't just 'reply' to guests; we manage the conversation.

• Strategic Guest Communication: We employ a careful and purposeful strategy with all guest interactions. From the tone of our welcome guides to how we handle queries, every touchpoint is designed to secure 5-star reviews and repeat bookings.
• Sustainability Focus: We actively communicate the eco-friendly aspects of your property to attract conscientious guests and support the local environment.

We don't just manage properties here; we live and holiday here ourselves.

• Market Insight: We know exactly what rates to charge for specific local events and seasons to maximise your income.
• Personal Connection: We visit every property in person to understand its unique quirks and present it effectively to the right market.

To help us deliver the best results for your property, we ask for a partnership built on mutual respect.

• Trust Our Expertise: We use data and experience to guide pricing and marketing strategies. Trusting this process yields the best results.
• Communicate Openly: Let us know early if your goals or personal use of the property change.
• Stay Involved (When Needed): While we handle the day-to-day, your timely feedback on maintenance decisions or upgrades helps us move quickly.

We aim for excellence, but we are human. If we miss the mark:

• Tell Us: We want to know immediately so we can fix it.
• Our Fix: We will acknowledge your concern the same day and provide a clear plan of action within two business days to put things right.