2024 Sublet Guide HT

Welcome to your letting guide for 2024

Taking you through everything you need to know about subletting your holiday home with us.

Our popular Host Away Letting Scheme enables you to let your holiday home to holidaymakers on the dates you are not using it. We will take care of everything for you, so rather than your holiday home sitting empty, this is a great way to bring in additional income and help you offset some of your running costs!

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Page 6 & 7

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Sign up benefit

Your dedicated Hosting team

What we’ll take care of

2024 Repair Cover Plan

Scheme criteria

How do I sign up?

Page 11 Hot tub maintenance

Page 12 & 13 FAQ’s

Page 14 & 15

Terms and Conditions

Sign up for the next 2 years and benefit from Fixed Term Commission & Costs

Benefits:

If you join our 2-year agreement you will be able to take advantage of no increases in the changeover costs or the marketing and administration rate for 2024 & 2025. To benefit from this you need to commit to 22 weeks in both years.

If you decide to withdraw from the 2 year sublet agreement, and at later date rejoin you will do so at the higher rate of commission and charges. This is also applicable if you opt for the one-year sublet agreement plan.

Your dedicated Hosting team

Our Sublet Team pride themselves in doing their utmost to support you along your subletting journey.

The team will walk you through the whole process and be available during your time subletting to answer any questions you may have, whilst assisting you with:

• Getting your holiday home signed up and available to sublet

• Informing you of the grade of your holiday home

• Agreeing and changing dates

• Checking availability

• Informing you of any repairs

• Organising gas and electric tests

Photographs are for illustration purposes only

What we’ll take care of...

Sit back, relax, let us do the hard work and earn you some extra income.

What’s included?

Over £4m is spent on marketing every year to ensure we obtain maximum bookings for your holiday home

Away Resorts Managed Letting Scheme

A dedicated team to support you and any queries you may have

Check-in all guests

Handle all pre and post arrival communication for the guests

Clean your holiday home after every booking and for your return to park

Replace any broken, lost, or stolen inventory from the Away Resorts inventory list*

Linen will be provided with beds made up for you upon arrival for the weeks you return to your holiday home (Towels and extras not included)

*Based on minimum number of weeks given.

^Costs apply for replacements, unless covered by Repair Cover Plan.

Peace of mind Repair Cover Plan

Returning for 2024, you could benefit from the following cover plan...

Free peace of mind Repair Cover Plan

To qualify for this incentive, sign up by the 31st October 2023 and provide 7 of the 13 peak weeks.

So, what is our peace of mind Repair Cover Plan?

Whilst we are sure that our Away Resorts guest will take care of your Holiday Home whilst it is on our managed letting agreement, we do however understand that accidents happen.

What is covered:

• Fixtures & Fittings, Locks & Keys, Internal Décor, Replacement of Damaged Mattress*, Repair or Replacement of Electrical Items*, Soft Furnishings*, Floor Coverings*, Missing Inventory Items as per Standard Inventory list, Carpet & Upholstery Cleans.

• At the start of a new sublet agreement Owners accounts will be charged for three sets of keys. Thereafter any replacements will be covered by the repair plan.

What is not covered:

• Loss of income

• Wear & tear, items that are not part of the standard inventory, any damage to External Doors & Windows, External Panels, Decking, Hot Tubs or External Furniture. Please check with your insurance provider that you are covered for these.

Hot Tub Cover:

If, however you decide that you do not wish to be covered by the Repair plan then all necessary repairs and replacements will be invoiced direct to you the owner.

To benefit from the free of charge Hot Tub cover whilst you enjoy your holiday home on your owner back breaks. We require 22 off peak weeks plus 7 peak weeks for this to be free of charge. Otherwise you will also be charged the daily rates on your owner back dates..

If you wish to benefit from the Repair Cover Plan; please complete your letting application form with the required dates to qualify and tick the Repair Cover Plan option. Please note a charge of £199 will be charged to your account at the start of the letting period. This will then be credited at the end of your yearly letting period if you have remained eligible for the incentive.

Examples of what is and isn't covered by the Repair Plan if accidents and missing inventory are found following an Away Resorts Holiday Guest departure.

Carpet with a red wine stain. Firstly, we would try to remove the stain but if unsuccessful we would either replace under the Repair Plan Scheme or pay the first £250 towards the excess on your insurance.

Boiler is showing an error code/Dishwasher is leaking. This is a chargeable repair as this could happen when either you or a holiday guest are in the holiday home.

The double bed leg is broken. This will be covered by the Repair Plan Scheme as this would be classed as accidental damage.

Fridge/Television/Washing Machines etc have stopped working with no damage caused. This would be classed as wear and tear and therefore chargeable to the owner.

*Up to the value of £250, anything over this amount you would claim through your insurance provider and Away Resorts will cover the policy excess charge up to £250.

The criteria to be a part of the scheme

We will grade your holiday home based on specific criteria such as age, size and condition. Please note final grade will be confirmed by your Sublet Coordinator.

Inventory (see enclosed sheet)

Heating throughout

Double glazing

TV in the lounge with Freeview

Fridge with Ice Box

Fridge Freezer

Dishwasher

Decking or patio and outdoor furniture

Decking with outdoor furniture

Hairdryer

Flatscreen TV in the master bedroom

Flatscreen TV in the second bedroom

Allocated parking

How do I sign up?

Step 1 Arrange a meeting & ask away

Call or email us on the phone number and email address found on your Sublet Agreement form to arrange a meeting. We will answer any of your questions to see if subletting is right for you.

Step 2 Checks & inventory

Once you’ve decided the subletting scheme is right for you, we’ll make sure your holiday home has all the relevant checks, and appropriate fire extinguishers, smoke detectors and carbon monoxide alarms.

Before letting your holiday home, please ensure you remove all of your personal belongings, our team will go through this with you. Failure to do so may result in your holiday home not being let. We will not accept any responsibility for any items removed whilst on let.

Step 3

Grading & acceptance

We will grade your holiday home based on specific criteria such as age, size and condition. Please note your holiday home is accepted onto the managed letting scheme following an inspection and approval from the park team.

Step 4

Dates & paperwork

Decide the dates you want for yourselves, and the ones you want to let your holiday home through Away Resorts, fill out the sublet forms and return these to your park team.

Step 5 When you visit & when you leave

Always leave your holiday home clean and tidy after your stay ready for the next holidaymakers. We do ask that you vacate your holiday home by 10am to allow us to do our relevant checks. Upon your return, you’ll be welcomed back with a card detailing your holiday home has been cleaned, sanitised, and beds made up, along with any other notes.

If you have signed up to the piece of mind repair cover plan and notice any damages or missing inventory upon your return, you will have 24hrs to report to ensure they are covered by the repair cover plan.

Hot tub maintenance

Hot tub actions

Replace cartridge filter with clean cartridge

Inspect strainers and grilles

Record incidents and remedy issues You must keep these records

Check any automatic systems are operating correctly

Drain hot tub, clean whole system including strainers and refill

How often...

At water replacement

At water replacement

As appropriate

Daily, where fitted

Between each group of users or at least weekly, whichever is shorter

Inspect accessible pipe work and jets, and clean as necessary Weekly

Disinfect flexible hoses

Microbiological testing (by an external company)

Clean input air filter

Water safety test

Disinfectant / PH controller – clean electrode and check calibration

Check, clean, disinfect and dry filter cartridge

Monthly

Monthly for ACC, coliforms, E. coli, paeruginosa and quarterly for legionella

Monthly

Twice a day

Monthly, where fitted, or according to manufacturers’ instructions

Between each group of users or weekly, whichever is shorter

FAQs

What if I need to change my dates?

We always aim to honour the dates our owners wish to stay in their holiday home. All you need to do is request the changes in writing by emailing the email address found on your sublet agreement paperwork, we will then check availability and confirm back to you in writing. Please give us six weeks notice so we can move any guest bookings. Please note that in busy periods this may not be possible as we may not have any holiday homes to move them to and you would lose any income. If the dates requested are not available, we will look for alternative options to best suit you.

Whilst we would love to communicate what bookings you have and on what dates, please note that this is not possible at this time. We can also never guarantee those bookings, due to external factors such as COVID and holidaymaker cancellations.

What if I wish to withdraw from the Managed Letting Scheme?

No problem at all! If for any reason you wish to withdraw from the scheme, a minimum notice period of six weeks is required, this allows us time to rebook our guests into an alternative holiday home.

How will you ensure my hot tub is kept clean?

You can be assured that your hot tub will be managed within strict guidelines, set out by Away Resorts and external third parties. The safety of all our guests is of our utmost importance.

What do I have to do if I don't want my hot tub to be used whilst subletting to Away Resorts Guests?

You will need to ensure that the Hot Tub has a secure lock fitted so not accessible by guests and that the appropriate signage is installed. These can be ordered from guest services. If you wish to use your hot tub on a owner booked week, it is your responsibility to organise this via an approved contractor.

Will pets be allowed in my holiday home?

Unless you state otherwise on the Letting Agreement Form, pets (especially dogs) are allowed in all grades of holiday home at Away Resorts. Please note, that if you do have a dog, you MUST tick that pets are allowed.

Will subletting my holiday home cover my site fees?

Though we can not guarantee your subletting income, the more weeks you sublet your holiday home, the more income you will receive. The school holidays command a higher price and demand than any other time of the year. Please speak to your parks subletting coordinator for more information, as this will differ per holiday home.

When will I receive my payment?

You will receive monthly statements at the end of the following month, telling you exactly what you have earned which can be offset against your running costs, or can be withdrawn as long as your account remains in credit.

How do I know how much income I will receive from subletting my holiday home?

This is all dependant on the weeks you give, the grade of your holiday home, the demand of the market and many other factors. All income earned will be credited to your owner account the following month. You can use the money to put towards the following years pitch fees or you will be able to request a BACS payment after the credit has been applied, and following necessary deduction of charges.

How do I know if my holiday home is occupied?

You can call or email us to check if your holiday home is occupied or free for you to use. Although we can advise if your holiday home has future bookings, these are always subject to the possibility of change. We can assure you that we will do our very best at the best price to fill your dates, however we can never guarantee 100% occupancy.

Will my holiday home be heavily discounted with late deals?

We operate a live booking system and from time to time operate discount codes and promotions, however, it is also in our interest to maximise your potential income. Please rest assured we do not aggressively discount last minute availability. As a unique selling point for Away Resorts, we do allow the sale of any night arrival for a minimum of 2 nights.

Can I leave personal belongings in my holiday home?

We ask you remove all your personal belongings from your holiday home whilst on the sublet programme. We do also request that you do not use a lock box within your holiday home, all items must be removed. These items can be stored externally in a park approved locked storage box. Failure to do so will result in your holiday home not being let.

What do I need to do when I leave my holiday home before a sublet?

You are required to vacate your holiday home 48hrs prior to the commencement of your first letting date to allow the park teams time to ensure that your holiday home is ready for the incoming guest. We ask that you depart by 10.00am ensuring you remove all personal items, strip the beds and leave your holiday home clean and tidy. Failure to do so will result in a changeover charge being applied to your owners account.

Can you provide linen for me when I return to my holiday home?

Linen will be provided, with beds already made up for you upon arrival for your own weeks. Towels and extras are not included.

What if I want to upgrade my holiday home and I have let it out?

If you do see something else you fancy don’t panic, you can still upgrade your holiday home and we will look after all of this for you and move bookings where needed. If your new holiday home is a higher grade you will receive the benefit from this.

Do you take a damage deposit?

No, we do not take a damage deposit from Away Resorts guests. We must accept that the majority of our guests are honest and genuine people but occasionally breakages and damages do happen. Signing up to our Repair Cover Plan will cover most breakages and damage caused. As your sublet agreement states, you are required to have insurance in place, and we advise you also have cover to include sublet damage. If you

insure your holiday home through Leisure Days you can contact them and ask them to add an endorsement to your policy at no extra charge. There may be occasions where you will need to claim on your insurance for some form of damage or loss. If a guest causes any malicious damage, then we would report this to the police as a criminal matter.

Who do I contact if I have any questions?

We have a dedicated team to support any queries you have who will be more than happy to help, please email the email address found on your sublet agreement paperwork.

Should the park have to close for any reason, what will happen to the bookings for my holiday home?

All bookings that are cancelled due to unforeseen circumstances will be subject to our booking terms and conditions. Where possible, we will always attempt to move the date, subject to availability, or offer a refund. Income is not guaranteed or protected.

I already have the extended warranty package, so are the Repair Cover Plan incentives useful to me?

Yes absolutely, the Repair Cover Plans incentives compliment your extended warranty.

What if I notice damage / items missing upon my return

You have 24 hours from the day of your owner back date starting to report any damage / missing items to be covered by the repair plan - if you have signed up to the piece of mind cover plan. If you are not covered you will be charged for any repairs or replacements.

Terms and Conditions

Owners Part

1. We can only deal directly with the registered owner of the holiday home.

2. All holiday homes must be up to Away Resorts Letting standards, prior to being accepted on the managed letting scheme and the Repair Plan.

3. As Away Resorts is the acting agent for the owner, it is the owner’s responsibility to ensure that the holiday home is adequately insured against loss, damage and third-party liability.

4. You are required to equip your holiday home with a full standard inventory pack for the number of people it will sleep. For full details, please see the holiday home standard inventory form included in this guide. Your Sublet Coordinator can help with queries and arrange for you to purchase inventory packs from us if required.

5. All owners should have gas and electrical appliances inspected once a year for which there is a small charge. The appliances will be inspected in accordance with Away Resorts guidelines which are available at Owner Services. Any gas bottles must be stored outside the holiday home in an adequately ventilated, non-combustible area. Gas bottles must not be chained up or locked away.

6. Keys – three sets of keys will be charged to owners account prior to letting and replaced free of charge if covered by the Repair Plan, otherwise charged at £7 per key, if lost by guests.

7. Owners dates – for alterations to owner dates, please contact your Sublet Coordinator to check availability of your holiday home. If your holiday home is vacant, we will be happy to then reserve it for your own use, six weeks notice is required. We will however not cancel any bookings in order to make your Holiday Home available for your use.

8. Please make sure if you are private letting and subletting that you check your dates. Should your holiday home not be available, due to an error on your behalf, we may charge you the cost of the holiday.

9. You continue to comply with your pitch licence agreement and park rules.

10. All personal belongings must be removed from the Holiday Home prior to the commencement of letting. Failure to do so will result in your holiday home being withdrawn from the Away Resorts letting Scheme.

11. The usage of CCTV whilst your Holiday Home is on the sublet scheme is not permitted and must be disconnected.

Away Resorts’ Part

1. Advertising and marketing across multiple platforms.

2. Website with live 24hr online booking facility.

3. All correspondence with holidaymakers and general administration of all bookings.

4. Being accepted onto the Away Resorts Managed Scheme is at the discretion of the Sublet Coordinator, and their decision is final.

5. Collect all letting income on behalf of the holiday home owner.

6. Clean the holiday home between lettings.

7. Replace any letting inventory, equipment, breakages and renew gas cylinders when empty. Replacement bottles and gas are charged to the owner’s account.

8. We reserve the right to carry out all repairs and replacements to maintain the holiday home to the letting standard required and any damages to your holiday home will be charged to owners’ account, unless you are covered by the repair plan. If not we reserve the rights to complete repairs up to the value of £125 without giving you prior notification. We will arrange for gas and electrical appliances to be inspected each year and maintain them to the standard required. Electrical appliances will be repaired or replaced if necessary, at the owner’s expense.

9. Statements, twelve time per year. We send you, the owner, a statement showing a breakdown of lettings for the season in the form of a Statement of Account.

10. A charge is made for on-park entertainment and access to facilities. This charge is retained by us. The price for your holiday home is subject to deductions necessary for the wide range of discounts, reductions and part weeks which are essential for us to offer the holiday maker in order to achieve maximum bookings for you. Such discount offers are made according to season and demand.

11. Our marketing, administration fee set out in this document is subject to VAT. Where holiday homes are let on behalf of owners the booking is subject to a deduction VAT on gross booking value.

12. Following the deduction of all necessary holiday discounts, our Marketing and administration fee, the Managed Letting Scheme charges and any other costs incurred for letting your holiday home, all letting income earned will be credited to your Owner account. Should you require to withdraw your sublet earnings please complete your sublet income request form and send this to your Sublet Coordinator. This is subject to your account remaining in credit.

13. All bookings that are affected due to a reason out of our control will be subject to our booking terms and conditions. Where possible we will always attempt to move the date subject to availability or offer a refund. Income is not guaranteed or protected.

14. Repairs

14.1 Prior to being accepted on the Repair Plan, all items and repairs identified by the park needing any attention must be completed prior to the commencement of letting. Any cost related to this will be the owners responsibility.

14.2 If an Away Resort guest damages the holiday home we will carry out the repair. If you are covered by the Repair Plan this will be completed free of charge, otherwise this will be chargeable to the owner. Examples of what is covered by the piece of mind repair cover plan can be found on page 7.

14.3 We will endeavour to match replacement items with existing styles or patterns but this cannot be guaranteed and we reserve the right to substitute as necessary.

14.4 The repair plan is optional and only valid for the duration of your sublet agreement if applicable. Cover only applies during periods of letting through Away Resort. The Park team will check for damage when cleaning the caravan after the Away Resorts guest has departed. The repair plan cover does not cover damage to the fabric of the Holiday Home, such as external panels, exterior doors, windows or decking. You should claim against your Holiday Home Insurance for these items. Normal wear and tear is not covered and is the owners responsibility.

14.5 Any damages or missing inventory items need to be reported within 24 hours of the owner back to be reported to ensure covered any the repair plan.

15. Termination. We may terminate this Agreement at any time if you fail to comply with it, or breach any of its items including the payment of pitch fees.