Owners Handbook
Welcome
We are delighted to welcome you as a valued partner of Luxury Coastal Escapes. This handbook has been created to give you clear insight into our standards, procedures, and the way we operate.
Our goal is to ensure that every home in our collection is maintained to the highest standard and that every guest enjoys a seamless, memorable stay. To achieve this, it is important that our owners understand both our expectations and our processes.
This handbook is designed as a practical reference guide—covering everything from property requirements and quality control to booking procedures, guest management, and maintenance protocols. By familiarising yourself with the content, you will gain a clear understanding of how we work, the policies we follow, and the role you play in helping us deliver exceptional guest experiences.
It is the responsibility of each owner to take the time to read through this handbook and develop a basic understanding of our policies and procedures. Doing so ensures we are aligned in our approach and able to work together effectively in upholding the Luxury Coastal Escapes promise.
We thank you for your partnership and look forward to building continued success together.
Warm regards,
The Luxury Coastal Escapes Team
Important Forms
(NEW) Important Notice
As part of our ongoing efforts to streamline communication and ensure everyone stays informed, we wanted to let you know that all net updates and important notices will now be available for your perusal here.
FORMS TO BE COMPLETED:
Below a list of all the information we need from you. We understand that all the forms can seem quite daunting at first. However, rest assured that the effort you put into completing these forms will be well worth it in the end. The rewards and benefits you’ll receive will far outweigh the initial effort.
TO BE COMPLETED ANNUALLY
Updated 2025 Owners Mandate contract outlining changes and all terms of the rental agreement and requirements. If you have not yet, please read and complete our digital 2025 Owners Mandate contract to proceed with bookings for 2025. This centralised approach allows the team to access and review the info conveniently in one place.
> Full Management Owners Mandate 2025
Signature Stay - Owners Mandate
Our Signature Stay homes are available for long-stay contracts ranging from 1 to 3 months. Each home provides a serviced long stay rental to guests.
> Signature Stay Owners Mandate for 2025
ONLY APPLICABLE TO SEASONAL HOMES
The availability given by you will be added to our Holiday Rental Collection. Please select and tick one or more boxes with selected dates, alternatively please specify the dates your home will be available for holiday rental in 2025. We will use the dates from the below form to market your home when available
> Please complete the Seasonal Availability for for 2025 (not to be completed if your home is available throughout the year)
Simbithi Short Term Letting Registration
We invite homeowners to register their properties for short-term letting through LCE. Please download the form, complete it, and return it to us at your earliest convenience.
Please find below the short-term letting registration forms to register your property with Simbithi for short-term letting. Kindly complete, initial and sign and forward them back to us.
> Annexure A Letting Registrations Conditions
> Annexure E Owner Registration for Short Term Lettings
> Annexure D Resolution of Members
Home Info & Welcome Guide
We will prepare a digital home guide which is bespoke to your home, from the info you have provided on this form. This is a platform for us to leave the information on the house to ensure the Guests look after your home and treat it as if it were their own. The guide has necessary guidelines and instructions on the electronics of your home, remote buttons, alarm instructions, WIFI passwords, Estate Rules and Regulations and facilities on offer to guests during their stay, Information on giving access to friends/family visiting them during their stay and useful contact & emergency numbers. To do this we require a lot of information from you so we can compile the guide and allow us to manage the house whilst you are away. if you have not yet, please keep us updated with any changes in your home.
> Click here to complete the Home Info Pack form
Getting Rental Ready Checklist
We've put together a digital checklist form for guidance to help you and your housekeeping team get your home ready for new guests' arrival.
> Click here to complete the Getting Rental Ready Checklist form
Claim Guide
As a homeowner who rents out property for holidays, encountering damages caused by guests is an unfortunate but possible scenario. While it can be stressful, having a clear process in place for claiming damages can help ease the situation. By reserving claims against the breakage deposit for easy-to-replace items and minor damages, homeowners can ensure that the deposit remains sufficient for reasonable small claims.
Back-up Power upgrades
In the event of loadshedding and power failure, we will need guests to have some kind of backup system to power the house for a few hours. Please keep us updated with the below form, and let us know what is available during power outages.
>Click here to complete the Back-Up Power form
Staff Uniform Order
It is essential that your staff are neatly dressed with clean uniform everyday. We have a verity of different colour golf shirts and aprons to choose from. we recommend each staff member has 3 sets available during each guest booking.
> Click here to order Staff Uniform
Book a Linen and Towel Assessment
It is essential that you assess your linen, bedding and towels every year to ensure that you have everything ready for your Guest's arrival. We want our Guests to experience a hotel-grade quality experience. Please remember that it is not just your linen quality but your mattress comfort, duvet & pillow inners and mattress protectors that all need to be considered. Invest in good quality down duvets and pillows and high thread count linen – the higher the thread count the longer they will last so it’s a worthwhile investment – this will soon pay for itself.
For more info on our Requirements - please scroll down to our Our Requirements section below.
> Click here for a NORTH Order Form
> Book a linen and towel assessment
> View our NORTH Coastal Collection page
(NEW) Register Staff for the 2025 Housekeepers Workshop
LCE will offer an annual workshop once a year for all new staff members. All housekeeping staff are required to attend this workshop once a year as we are constantly updating our cleaning procedures and we will also be doing a training on hygiene and cleaning protocol. Your house staff will need to be trained at our Housekeepers Workshop and the Beds will be made to a hotel standard.
The Workshop will serve as a refresher, covering essential housekeeping skills such as bed making, cleaning routines, managing schedules, and effective cleaning when guests are in-house. We anticipate hosting one session at Simbithi and another at Sheffield Beach.
Please note that attendance is mandatory, even for those who attended last year. This annual workshop is essential to maintaining our high housekeeping standards, and we would love to have all housekeepers join us every year.
> Click here for the event RSVP
>Click here to view our Housekeeping page
>Click here to view the Housekeepers Handbook
Our Service
Description of your rental home and property to be listed on our website and advertised on other marketing platforms deemed necessary. Luxury Coastal Escapes will actively market your property and these costs will be borne by LCE.
>Click here to view our full Holiday Home Collection
Photoshoot
This will be done by our photographer Chris Allan. The photos are the most important part of your listing as they will help us market your home to potential guests. We have some spectacular homes in our collection and your photographs are key in competing with the other homes on offer. The more you can do to stage your house for the shoot, the better.
Photos taken by LCE are our property and they can not be used or bought from us or Chris for any reason that might be operating in competition with LCE for either sales or rentals. We also dont do re-shoots of the house every year. If owners are making substantial changes to the house over a period of time, then we shoot once it is all complete.
>Click here to view our Photoshoot Guide
We will review your rental rate each year around September/October, with an estimated 10% increase with your approval.
Our yearly rates will run from the 1st of March until the following year's end of February. Any rate adjustments will only be considered after a one-year period of being part of our collection. This allows us to assess the performance and market positioning of your property accurately. We take into account various factors, including demand, seasonal trends, and comparable properties in your category. It's important to note that any rate adjustments will be made with the intention of maintaining competitive pricing while ensuring fair returns for our homeowners.
For all marketing, photoshoots, website listings and rate queries, please contact us at stephanie@luxurycoastalescapes.com
>Follow us on Social Media: Instagram & Facebook
Booking Process
Marketing and Enquiries
We market your home across all our platforms to attract the right guests. When a guest submits an enquiry or application for your property, our Bookings Team will gather all necessary details and assess the suitability of the booking.
Booking Request and Owners Confirmation
LCE Bookings Team will manage all the booking enquiries. Once a potential booking is ready for approval, we will send you a WhatsApp request along with a link to a Google Form where you can confirm or decline the booking.
Booking Confirmation and Paperwork
As soon as a booking has been approved by the homeowner, our bookings team will manage all the deposits, payments, and forms and liaise with guests. Ensuring guest sign necessary paperwork including LCE T&Cs, Indemnity and Estate Security Forms.
We will send a booking confirmation to your guest prior to arrival to arrange a time for a meet & greet along with directions and contact info and a welcome guide.
Owners will be responsible to finish all maintenance, faults or malfunctions in the house or on the property prior to guest arrival.
Estate Homes
We will do all the estate admin. Our team assist with getting the ID copies, and security forms for registering the biometrics, fingerprint access, orientation, estate inductions, rules, regulations and a list of estate facilities that will be given to guests.
Guest Welcome & Arrival
Owners or private bookings need to vacate the properties 24 hours prior to the Our guest's arrival date.
Along with your house staff, we will ensure that the house is ready for guests' arrival. This will include a full house check inspection prior to arrival. Our team will prepare a Welcome Gift Bag for the guests to find on arrival.
We will provide each home with a welcome bag filled with sweet and salt treats, each bathroom with bathroom amenities and will be charged to the owner. This product is a top-up system, so the initial outlay is more and each booking thereafter is just for product top-up.
Guest Arrival and Stay
Our Hospitality Coordinator will take over as the guest’s main point of contact from arrival through to departure, ensuring a smooth and enjoyable stay.
Owner Payment of Rental Monies
Rental payments to homeowners will only be released once guests have successfully checked in. Payment will be made after Luxury Coastal Escapes’ standard deductions, including commission and any applicable costs, have been applied. This ensures that funds are only transferred once the booking is confirmed by guest arrival, protecting both the homeowner and the company from potential cancellations or no-shows.
Please note any booking taken via the Airbnb or other platforms is only paid out to LCE 24 hours after your guests have checked in.
This payment policy and results in the rental being paid a few days after check-in.
Guest Check-out & Departure
We will do a full house check within 2-5 days of a guest's departure. During this time, we will wait for the housekeeping staff to report any stained or damaged linen, towels or furniture. This does not include 'smalls' (wine glasses, coffee mugs etc.) Any other breakages, damages or missing items need to be reported within 24 hours of guests' departure.
Claims
The breakage deposit of one night's rental will be refunded to guests within 7-10 working days of departure, and if a claim arises from their stay then we will endeavour to have it resolved as soon as possible. The Guest will be liable for all costs associated with reinstating the home to its original condition and any costs associated with the recovery of such additional monies. Our team will be in touch with the homeowner with a replacement quote and the guests will be charged for the replacement. If anything is broken, this should be replaced ‘like for like’ to ensure a full refund of the breakage deposit.
The remaining deposit is to be refunded within 14 working days. Please see Owners Claim Guide for procedures.
Guest Feedback
Getting things right is an important part of what we do- and we really like to hear feedback about guests staying with us. Any feedback they can provide us with, be it good or bad is essential. It is important that we are aware of any problems or changes that might be required to ensure our next Guest's stay is a great experience. If we could have done anything differently with our services throughout their stay we ask them also to let us know, we want to ensure that all Guests are satisfied on all levels.
Home Standards & Requirements
Personal and Sentimental Items
Homeowners should be mindful that when their property is rented to holiday guests, visitors will make use of what is visible and accessible in the home. Items such as candles, books, and other household consumables are often seen as available for guest use. Cupboards that are not locked or items not clearly marked as “Owner’s Personal” may also be accessed by guests.
All personal belongings MUST be packed away, with any valuable or sentimental items either removed from the premises or securely locked away. There must always be ample space available for guests to store their clothing and belongings.
To ensure a smooth and secure experience for both you and our guests, we kindly ask that all personal valuables and clothing be removed from cupboards, especially in walk-in wardrobes without locking doors. Most of our homes are designed with open wardrobes, and all homeowners are required to prepare for bookings by clearing clothing and valuables from these spaces. This is a standard requirement, helping us maintain both security and a high standard of guest experience.
Bathroom and kitchen cupboards must be completely empty, except for complimentary toiletries in bathrooms and the standard kitchen essentials prepared for guests. Fridges must also be cleared — no half-empty condiment jars or leftover food items are permitted.
Luxury Coastal Escapes cannot be held responsible for the loss, damage, or use of any personal or sentimental items left accessible in the home.
Linen and Towels
We want our Guests to experience hotel-grade quality and to ensure this we insist on following our Owners & their homes. A large proportion of our guests book more than once with us and some use us for every beach holiday on the KZN Dolphin Coast.
Using NORTH Coastal Collections to furnish your holiday home or apartment means your home will always be restocked with the same items. Guests break wine glasses and damage linen and towels, NORTH will ensure that all items are replaced 'like for like' and that there is always enough stock in the house/apartment for your guests.
>Book a linen and towel assessment
Insurance Cover
The Owner shall at all times maintain appropriate insurance cover (that must be adequate for the Property, the structure and contents) for the duration of any holiday rental with a reputable insurer.
We would like to emphasise the importance of having specified insurance coverage for items within your property, particularly if the value of certain items exceeds the breakage deposit we hold. In instances where the value of an item surpasses the coverage provided by the breakage deposit, it is imperative that homeowners have adequate insurance coverage to protect against potential losses.
It's crucial to ensure that homeowners are aware of the appropriate avenues for claiming damages, especially when it comes to larger or more expensive items. For items of significant value, such as large appliances, electronics, or furnishings, homeowners should rely on their insurance coverage to handle claims. Insurance policies tailored to rental properties typically offer comprehensive coverage for a wide range of scenarios, including damages caused by guests.
We strongly encourage all homeowners to review their insurance policies to verify coverage limits and ensure adequate protection for their rental properties.
Key Lock-Box
We strongly suggest having a lockbox installed somewhere discrete so that departing guests can safely deposit the keys on departure if your housekeeper/caretaker is not available. For remote properties or after hours, where no one is available to do a ‘meet and greet’, a lockbox can also be used to give guests access on arrival.
Bedrooms
Invest in good quality down duvets and pillows and high thread count linen – the higher the thread count the longer they will last so it’s a worthwhile investment. Use mattress and pillow protectors on all beds. Ensure you have two complete sets of linens (and towels) – this will soon pay for itself.
We require two standard pillows per single & three-quarter bed, and four standard pillows per double bed. The queen & king beds will require four king-size pillows.
>Click here to read more about linen sizes suggestions
Bedroom Essentials and Requirements:
Two sets of hotel-grade white linen for Guests only (linen change once a week)
Comfortable mattresses, Full-length mirror, hairdryer and bins essential, Headboards for each bed, bedside tables, bedside lamps, good quality duvet and pillow inners (nothing lumpy), scatter cushions and throw/blanket, large carpet or bedside rugs, empty & clean cupboard space, air-conditioning in bedrooms, ceiling fans in bedrooms
>Click here for a full list of our Bedroom Requirements
Selecting Practical Linens and Towels
When it comes to supplying linens and towels for your holiday home, we advise opting for materials and colours that are easy to maintain and conceal stains. Consider choosing hand towels in dark colours or patterns that are less likely to show signs of wear and tear and make-up stains.
Additionally, select fabrics that are resistant to stains and can withstand frequent washing, ensuring that they remain in good condition throughout numerous guest stays.
Bathrooms
Supply a good stock of thick, snag-free cotton towels. We suggest a minimum of two bath and two hand towels per guest. If your house has a pool or is close to water please also supply one swimming towel per guest.
Essentials and Requirements:
Two sets of hotel-grade towels for Guests only (changed every 3-4 days)
Bathrooms need a mirror, bin, loo brush and bathroom hardware such as a double towel rail, hooks for towels and robes, toilet roll holder, spare toilet roll holder, and hand towel rail.
Kitchen
Consider which equipment you would require for an elaborate 3-meal day and ensure the house has everything. Please supply a full set of braai tools and check the state of braai grids frequently. Supply cleaning products, black bags, and a new scouring sponge for each new guest.
Essentials and Requirements:
Matching cutlery, crockery sets - chip-free, Decent pots & pans & sharp knives, Matching glassware (wine, champagne, juice, water, whiskey, beer etc), Plastic glasses and plates for kids or use around the pool.
Unnecessary bits and bobs stored away out of sight
Fully equipped kitchen with microwave, toaster, kettle, oven, hob, fridge/freezer, coffee machine, dishwasher, washing machine and tumble drier.
All necessary utensils such as can opener, bottle opener, wooden spoons, spatulas, masher, serving spoons, salad bowls, Ice buckets, salad bowls, cheese board, serving platters etc.
Protecting Valuable Items
We strongly recommend removing any sentimental, antique, or irreplaceable items from your holiday home. While these items may hold significant personal value, they can also be susceptible to damage or loss during guest stays. By safely storing these items away from the rental property, you can mitigate the risk of accidental damage and preserve their integrity for years to come.
Pets
If you regularly have pets in your home but it is not ‘pet-friendly’ for guests please make us aware. Some people are highly allergic and need to know upfront that this home will not be suitable for them.
Providing Table Covers and Coasters
To further protect furniture from liquid stains, we recommend providing table covers or coasters in areas prone to spills, such as bedside tables and coffee tables. These simple additions can help prevent unsightly liquid ring stains on table and furniture tops, enhancing the overall appearance and longevity of your furnishings.
By implementing these recommendations, you can help safeguard your valuable possessions and minimise the impact of guest usage on your holiday home.
Age Friendly
LCE specialises in family holidays, so ensuring that your property is suitable for toddlers and grandparents is very important. This way you will appeal to a larger group of guests each time. Stairs should have stair gates (these need to be bespoke and made to match your railings), a Travel cot, a Compact high chair available. Please have a games cupboard for guests to use on a rainy day. Board games, cards etc.
Security | Freestanding Homes
All freestanding homes need a very high security to ensure our guest's safety. We also require that the homeowners service their alarm system, including all internal and external beams and electric fence every 6 months or within a month of the guest's stay. Secure garage parking needs to be available for up to 2 cars, All driveway gates need an anti-lift bar
All doors and windows need to be in good working order and easily lockable.
Entertainment Room | TV | Living Room & Pool
Fast WiFi for Guests to use, uncapped. Most of our guests will work remotely and require a high-speed line
Smart TV Applications available: DSTV, Apple TV, ShowMax, Netflix
Pool with net and sun loungers with umbrella
Gas/ charcoal braai
Comfortable outside seating and dining area. If not shaded an umbrella is needed.
House Staff
Staff are required to speak good English. Housekeepers are required to have high cleaning standards. Doing the bare minimum is not acceptable. Staff will be responsible to do deep cleaning prior to each new booking, inside and outside including the braai every time after a use.
Housekeepers are to wear smart uniforms and an LCE embroidered apron.
Housekeepers need to be available 7 days a week, especially over Peak Season and Easter.
Frequent Garden & Pool services.
Back-up Power
In the event of loadshedding and power failure, we will need guests to have some kind of backup system to power the house for a few hours.
LED lantern lights in each bedroom and also a gas stove of braai for cooking.
Rental Availability
Unless otherwise agreed in writing, we need the property to be available for a minimum of three weeks per year during peak season and school holidays.
>Click here to view our Seasonal Calendar
Quality Control & Maintenance
Maintenance & Guest Relocation Policy
Purpose is to protect guest safety and experience, and to ensure the standard of homes in the LCE collection remains consistent. This policy explains how maintenance issues are reported, triaged and resolved and clarifies when LCE will arrange alternative accommodation for guests.
Luxury Coastal Escapes (LCE) is committed to providing a reliable, hotel-grade experience to guests. Owners accept responsibility to keep their property maintained and guest-ready prior to guest arrival. If the property presents a health, safety, or significant comfort issue, LCE reserves the right to arrange alternative accommodation for the guest, upgrade guests or take other remedial actions in the guest’s best interests. LCE will notify the owner as soon as practically possible and will consult with the owner when it is reasonable to do so. If the condition is objectively unsafe or the home is uninhabitable, LCE may act immediately without prior owner approval to secure guest safety and satisfaction.
Definitions
Maintenance issue: Any defect, fault or damage affecting the function, safety or presentation of the home (plumbing leaks, electrical faults, failed hot water, broken locks, structural damage, heavy insect/rodent infestations, overflowing sewerage, burst pipes, significant mould, etc.)
Safety/Uninhabitable: Conditions that present a real risk of harm or make the property unsuitable for overnight occupancy (live electrical danger, major structural damage, severe flooding, gas leaks, etc.)
Cosmetic / Presentation Standards
Any issue that affects the overall look, feel, or guest perception of the home, even if it does not impact basic function or safety. These are matters where the home appears tired, worn, or not at the standard expected by Luxury Coastal Escapes’ guests. Examples include:
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Noticeable build-up of dirt, grime, or mildew on walls, ceilings, tiles, or outdoor areas
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Stained or heavily marked walls, doors, or skirting boards requiring repainting or touch-ups
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Aged, worn, or sagging furniture and décor that negatively impacts presentation
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Curtains, blinds, or soft furnishings that are stained, torn, or sun-damaged
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Neglected outdoor spaces (gardens, pools, decks, windows) needing a refresh
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Neglected indoor spaces, messy or cluttered cupboard or drawers, untidy cables
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Mismatch furniture, antique, frail or un-usable
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General requirement for a “deep clean” beyond standard housekeeping, such as professional carpet cleaning, grout scrubbing, or polishing of fixtures
Note:
Where the overall cosmetic presentation of the property falls below Luxury Coastal Escapes’ expected standards, a facelift, refurbishment, or deep cleaning may be required. We reserve the right to recommend and, if necessary, enforce these upgrades in order to protect guest experience and brand standards. If the cosmetic issues are deemed significant enough to risk negative feedback, Luxury Coastal Escapes may choose to move or upgrade guests until remedial work has been completed.
Reporting & Triage
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Issue reported — any member of staff, guest or owner reports via WhatsApp, email, or the existing Home Info / Maintenance form. Staff must send photos and location details.
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Maintenance & QC Support assessment — the Maintenance & QC Support, Hospitality Coordinator (or nominated LCE staff) assesses remotely using photos and staff statements and decides whether on-site assessment or immediate action is needed.
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If minor / cosmetic — LCE will arrange repair/contractor work with the owner’s approval (or as per the agreed owner mandate) and notify the owner. Repairs are logged in the maintenance record.
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If could impact guest comfort but not unsafe — LCE may offer a guest upgrade, partial refund, or temporary mitigation (e.g., supply portable fans, heaters) while scheduling repairs. Owner notified and charged for remedial costs as per contract.
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If unsafe / uninhabitable — LCE will prioritise guest safety and may arrange immediate alternative accommodation or guest relocation. Owner will be informed and a full incident report will follow.
Costs & Charging
Owners are responsible for maintenance costs not caused by guest behaviour. LCE will seek prior authorisation for non-urgent repairs wherever possible. For urgent safety repairs or guest relocation arranged by LCE, costs will be charged to the owner and itemised in the follow-up maintenance report.
Documentation & Records
A maintenance log must be kept for each property (incident date, reporter, photos, actions taken, contractor name, invoice). LCE will host/maintain the digital log and owners must supply receipts/invoices for contractor work performed by owners’ preferred contractors.
Rental Ready
Since Luxury Coastal Escapes first began operating eight years ago, we’ve grown, refined, and elevated our standards to align with the high expectations of our guests and homeowners. With this growth comes more structure, detailed checklists, and updated requirements — all designed to protect our brand integrity and ensure a seamless guest experience.
As part of this continual improvement, we now require that all homeowners meet our current standards before joining or rejoining our collection. If your property has not been listed with us for some time, we kindly ask that you review and complete the LCE Rental Ready checklist below. Once every item has been ticked, we’ll gladly discuss the opportunity of welcoming your home back into our exclusive portfolio.
For owners hoping to list their property for the December holiday season, please note that this process should not be left to the last minute. Preparing a property to meet our standards takes time, and we require that the Rental Ready process begins at least six months prior to the intended availability. This ensures all inspections, training, photography, and compliance checks are completed well before the busy season begins.
Owners Compliance Check List:
Administrative & Legal
✓ Signed Owner Mandate Agreement (each year)
✓ Building and Content Insurance in place
✓ Completed Owner Information & Property Details Form
✓ Read through the Owners Handbook & Policy Acknowledgement
✓ All Estate and Security Access Forms submitted and current
✓ Valid Housekeeper Contract(s) and staff registration with LCE
✓ Read through the Owners Claim Guide
Property Standards & Quality Control
✓ Quality Control (QC) Inspection completed and passed
✓ Linen and Towel Inspection completed (LCE-approved standard)
✓ Property Listing Information up to date (rates, amenities, description, photos)
✓ Photoshoot updated and approved by LCE Marketing
✓ Welcome Guide in place, updated and correct
✓ Housekeeper Training Certificate(s) current and verified (attended latest LCE Workshop)
Safety & Compliance
✓ Pool safety measures in place (net/cover/gate as required)
✓ Fire extinguisher, smoke alarm, and first-aid kit installed and up to date
✓ Owners's emergency contact listed
✓ Family/Child-friendly amenities verified (cot, high chair, stair gate, etc., if applicable)
Backup Power & Utilities
✓ Backup power system installed and operational (inverter, UPS, or generator)
✓ Essential circuits connected (Wi-Fi, lighting, TV, and plugs for small appliances)
✓ Battery health and charging system regularly checked
✓ Instructions for use included in the Welcome Guide
✓ Gas supply and cylinder storage compliant with safety regulations
✓ Water storage system (if applicable) maintained and functional
Staff & Presentation
✓ All Housekeeping staff attended the Annual Keepers Workshop
✓ Uniforms issued and compliant with LCE dress code
✓ Staff conduct and professionalism aligned with LCE guest service standards
Guest Experience & Operations
✓ Welcome Pack confirmed (LCE-standard items)
✓ Maintenance log up to date and accessible
✓ Appliance checklist completed (functionality confirmed)
✓ Wi-Fi details, DSTV/streaming, and guest amenities tested before guest arrival
Fully Managed vs Standard
At Luxury Coastal Escapes (LCE) we offer two management options tailored to suit different owner needs: Fully Managed and Standard Service. Both ensure your property is represented as part of the LCE Collection, but the level of support, oversight, and owner involvement differs.
Fully Managed Homes
Being part of our Fully Managed Collection allows you to truly enjoy your home without the stress of managing it. With this service, we don’t just deal with urgent issues as they arise — we are proactive. Our team carries out regular inspections and preventative maintenance so that small issues are resolved before they become costly problems.
Because we are locally based and actively in and out of the homes each week, we ensure your property is consistently cared for and maintained to Luxury Coastal Escapes’ high standards.
Key benefits of Fully Managed Service include
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Scheduled maintenance & servicing – regular checks and services such as air-conditioning, pest control, deep cleaning of mattresses, sofas, rugs, and headboards, plus servicing of aluminium doors and windows.
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Trusted contractors – access to our established network of landscapers, pool specialists, alarm and electric fencing servicing teams, and more.
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Property readiness – whether for you or your guests, we prepare the home so it is spotless, inviting, and ready for immediate use.
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Cosmetic standards – if we feel a home needs a facelift, deep cleaning, or improvements to its look and feel, we will guide owners through the process to ensure the home always presents beautifully.
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Guest experience extras – we provide fully stocked tea and coffee stations, with bulk purchasing to reduce costs. Items include pods, teas, sugars, rusks, and welcome amenities to enhance every stay. Charlotte Rhys bathroom amenities, LCE bottles of water next to the bed and a locally sourced Welcome Bag of goodies.
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Inventory of house contents & in particular linen/bedding & towels and ensuring that kitchen remains fully equipped
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Ongoing Staff Training & Support LCE offers continuous training throughout the year as well as our annual compulsory Advanced Training Workshop in October each year.
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Purchasing and Monitoring of house cleaning suppliers
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Annual photoshoot & videography
Financial Advantage
Because Luxury Coastal Escapes pays for the maintenance, décor, and linen/towel upgrades directly from rental income, owners receive slightly smaller payouts, which also results in a reduced tax liability on their rental earnings. Over time, these investments enhance the home’s value and increase its income potential.
Technology & Transparency
We also have a LCE CRM App, which will allow you to:
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Track all maintenance and services completed in your home.
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View quotes, contractor details, and jobs in progress.
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Access an HR section, managed by Stephanie, where staff leave, sick days, performance reviews, and yearly increases are tracked.
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View your financials and statements.
This gives you full visibility of your property’s upkeep, financials, and staff management — all in one place.
Your Fully Managed Team
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Louise & Apples – Project Management, overseeing property and guest operations.
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Irvin – Hospitality Coordinator, personally welcoming guests and managing staff on-site.
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Tapiwa – Handyman with extensive property maintenance experience.
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Stephanie – Available to assists if needed with contracts, HR, and staff coordination.
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Madelaine – Bookings Manager, managing all enquiries and reservations for Fully Managed homes.
This dedicated team ensures your home is cared for at the highest standard, guests receive a five-star service, and you enjoy true peace of mind.
Proven Performance
We have found that properties in our Fully Managed Collection consistently achieve higher income within six months, as guests quickly recognise the elevated standard of care, cleanliness, and presentation.
Together, we ensure your property is beautifully maintained, your guests receive five-star service, and you enjoy complete peace of mind. While Fully Managed does mean higher monthly costs (preventative maintenance, enhanced cleaning and staff support, landscaping, servicing, and décor/linen upgrades), this is more than offset by the significant increase in rental income.
At the end of the day, our goal is simple: to keep your asset beautifully maintained, maximise its performance, and give you complete peace of mind.
Standard Service Homes
Our Standard Service option is for owners who want LCE’s marketing reach and booking management, but prefer to oversee the daily operations of their home and staff directly. LCE manages guest bookings, but responsibility for ensuring the home is guest-ready rests with the owner.
What’s included
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Marketing & Bookings: Professional photography, listing on LCE’s platforms, guest enquiries and bookings managed by LCE.
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Guest Communication: LCE manages pre-arrival and booking communication; on-site issues are escalated to the owner or their nominated staff directly.
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Housekeeping & Staff: Owners are responsible for scheduling, training, and monitoring housekeepers. Attendance at the annual Housekeepers Workshop is still required, but LCE does not manage compliance on the owner’s behalf.
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Maintenance: Owners are responsible for all maintenance scheduling, repairs, and contractor coordination. LCE must be notified if a property cannot meet guest-ready standards.
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Emergency Issues: If LCE identifies a safety or habitability concern, we reserve the right to relocate guests. Costs may be charged back to the owner if the issue arises from lack of maintenance or housekeeping oversight.
Benefits for owners
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Retain control of property operations and staff.
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Lower management fees compared to Fully Managed.
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Access to LCE’s, bookings system and CRM viewing.
