Rules when renting a holiday place - bonkers or completely normal?

[DragonMamma]

We are renting a large property for over New Year (for a total of 3 nights). There are 10 bedrooms and 9 bathrooms. We rent houses regularly and have done for many years. This 3 night break is costing just under £3.5k so it’s not exactly cheap.

We’ve just received the list of do’s and don’ts from the owner and it reads like nothing we’ve ever come across before. It’s like they are reluctantly giving us use of the place and barking instructions at us.

Some examples below copied and pasted from their 7 page (!) instruction manual.

YOU ARE EXPECTED TO LEAVE THE PROPERTY IN A SIMILAR STATE OF CLEANLINESS AS YOU FOUND IT, IF THE PROPERTY IS NOT SO, YOU WILL BE CHARGED AN EXCESS CLEANING CHARGE.
Including all floors to be hovered or swept, bathrooms and toilets cleaned, kitchen to be cleaned, all washing up done and put away.

Hot water will be on in the morning from 7am until 10am, briefly at lunchtime and again from 5pm until 10pm. Options for extra heating and hot water are available please see our website. These must be booked in advance.

NEVER LEAVE THE WOODBURNER UNATTENDED. IN INTERESTS OF SAFETY UNLESS YOU ARE EXPERIENCED USING WOODBURNERS WE SUGGEST THAT YOU DO NOT USE IT.

Swimming pool - Shallow end depth of approx. 1metre, deep end depth approx. 1.9 metre. STRICTLY NO JUMPING, DIVING OR OTHER BOISTEROUS BEHAVIOUR

AIBU to think that if you’re charging over a thousand pound a night and absolutely insisting on a 10am check out (OR face yet another additional charge) then you simply cannot expect the occupants to clean 9 bathrooms and do all of the general cleaning. There’s also a strict list of what cleaning products are to be used where.

We always leave properties in a decent state - we will set the dishwater off after breakfast, give the bathroom a quick wipe so it’s not excessively dirty. We’ll bag all the rubbish up etc and make sure it’s tidy and do whatever else we have time for before leaving (strip the beds etc.). But this reads like they want us to clean it to a professional standard all before 10am!

AIBU to think this is a bonkers and that it’s not the responsibility of the occupants to do the cleaning for you? And to also have to book extra hot water in advance?

How on earth are we supposed to know when we are going to want hot water? What happens if we go swimming after lunch, do we have to sit and wait for it to come back on at 5pm? They have take a £500 security deposit and based on the list of things we may get charged for is endless and it’s really put us off going 😞

[LadyMacbethWasMisunderstood]

You cannot introduce terms and conditions after a contract. They are way OTT.

[BlaueLagune]

people have probably in the past just run off loads of hot water, leaving the owners out of pocket cost of doing business, surely?

My mum knows someone who runs a B&B and pub in Devon and they've had to board up the bar at night because guests were going down and helping themselves to alcohol - and not just wine and beer, expensive bottles of spirits, and then she had the woman who got drunk, ran a bath, passed out and the bath overfilled and flooded the place. So yes I realise some people are cheeky wotsits but you need to strike a balance.

[Zaphodsotherhead]

I stayed with one other adult and five kids in a holiday cottage once. When the owner came round (to make sure we'd had a good time before we left), I was hoovering (lots of kids, plus sand from the beach).

The owner was gobsmacked. She said she'd never had anyone hoover after themselves before and the hoover was really for the cleaner!

I couldn't imagine staying anywhere with kids and not hoovering up after us, but it wasn't expected.

[user1497207191]

I think they want it in a fit state so the cleaner(s) can go in to do the actual deep clean. They don't want to be paying the cleaner to empty bins, empty the dishwasher, tidy up random rubbish etc. If you leave it "empty" then the cleaners can get straight to work doing the proper clean.

I can't imagine any property owner would really expect it to be clean enough for the next guest. It's all about encouraging guests to actually clean and tidy after themselves.

We've stayed in properties that have said pretty similar, but they weren't expecting us to do the deep-clean. But, we always empty the inside bins, do the washing up and put away, wipe round the bathrooms, run round with the vacuum and mop the kitchen floor anyway. We've never been charged or lost our deposit for not doing it to the highest standards - it's just a matter of not leaving it looking like a tip.

[Butterfly02]

Take photos when you arrive and when you leave so you have proof of standards.
Were you made aware of 7 pages of rules prior to booking? The water is really not on when you have that many guests and are paying that kind of price.

[DragonMamma]

Thanks all. We are experienced renters of large properties but thought perhaps we’d had more relaxed owners previously so wanted to check I wasn’t being a slob.

We rent in the Uk and abroad and have never had any deductions from our deposits but equally have never been shouted at in print about their expectations.

The document starts with a very perfunctory Welcome to Xxxx
Please read this guide carefully, it is to provide information for your stay, and vital information regarding Security Deposits.

Usually there’s something a bit more welcoming along the lines of ‘welcome to xxx, we hope you enjoy your stay. Here are a few useful points to note during your stay’

I’ve actually found some reviews for the property - they have a couple it seems - all listed on their own website. The reviews are occasionally screenshots of people’s text messages or emails where people say ‘thanks for the stay, we enjoyed it’ etc. as opposed to proper Trip Advisor style ones. Oh dear!

[puddingbowlee]

I've stayed in lots of Air bnbs & yes I leave it tidy & clean in terms of wiping the table but would never spend hours cleaning as they always have a cleaning fee.

The swimming pool rules are fine but I would expect hot water to not be rationed & the cleaning expectations are ridiculous. Even if you started at 6am how can you clean well with so many people about? I wouldn't stay there, and for 3.5k? no way.

[Jeezoh]

Did the original ad set for the property mention cleaning as that’s the bit that would worry me most? They normally say either cleaning is included or at an additional set cost, which I usually pay to avoid any unexpected deductions at the end.

I always leave the house tidy though - dishes washed, any towels stuck in the washing machine, wooden floors swept etc and a quick wipe round in the bathrooms and any rubbish bagged up. But no way would I be doing beyond that.

[DragonMamma]

No, not made aware at time of booking. These were emailed to us in the past week, alongside how to collect the keys etc.

We have often hoovered high traffic areas before leaving but this stipulates we hoover/sweep/mop everywhere which is no small task when there’s 10 bedrooms, 9 bathrooms, 4 reception rooms, games room, utility & boot room. It’s a holiday let for a holiday

[AmICrazyorWhat2]

The cleaning expectations are ridiculous. As PP's said, you leave it in a decent state, but you don't expect to actually clean and hoover the place! I've stayed in one rental near a beach where the host asked us to please sweep up any sand before leaving, which was fair enough as we did traipse some in downstairs, but that was it.

Honestly, I'd question them on the cleaning. No one pays that sort of money for three nights and then cleans the loos!

[puddingbowlee]

But the cleaning one doesn't sound odd to me, that sounds pretty standard

Absolute bullshit

[selmabear]

That hot water bit is absolutely ridiculous!!!

[PegasusReturns]

It’s absurd to restrict hot water in a property that has a swimming pool!!

Presumably the “other options” available on website allow you to pay for additional hot water at an extortionate rate?!

[1forAll74]

It must be lovely to go away with a big group like this, but sounds like it will be a working holiday break,with all the rules and regulations that are involved, and the size of the property. The hot water situation would do my head in, and the rule about what cleaning products you have to use etc.

And when the time comes to leave,you will have to spend ages going round all the rooms and bathrooms,to see that they are all perfect and 100% up to standard. !!!

[lifeisgoodagain]

10am check out is standard but never cleaned a toilet! Rest seems standard

[Ihaventgottimeforthis]

Agree with a PP about the hot water thing being just about timing.
They've perhaps found a system of having the water heating on which optimises balance between availability and economy.
If you think you might need extra hot water, for example if you all want to shower before going out in the late afternoon, let them know and they can adjust the timings, instead of complaining once you're already there.
The cleaning - they have to have someone in to do a proper clean for changeover. This is just trying to make sure people don't leave it like a shit tip.
Agree it doesn't make for a very welcoming atmosphere, but perhaps they get so over-subscribed they can be picky about the way they treat their guests, and have to take a hard line in case of big rowdy groups.

[AmICrazyorWhat2]

I'm highly suspicious that they've got another party arriving the day you leave and are trying to save money on a cleaner - either couldn't or wouldn't pay for a professional clean.

If so, that's outrageous! Not to mention the hot water restrictions.

[woodhill]

Tidy and clean but not actual cleaning when you are expected to leave at 1000.

I remember staying in a cottage and cleaning it properly, pretty cheeky of owner on preflection

[Newkitchen123]

Hmmm the stove. I get what people are saying about health and safety. But I wouldn't mind betting than on the listing there's a nice cosy picture of a roaring fire! Which they're now suggesting you don't use.
Pretty sure there'll be enough hot water and it's just worded badly
The cleaning instructions are beyond ridiculous.
I much prefer self catering places over hotels and we do air bnb and the hosts always leave us a nice review. We just put the rubbish out and tidy up after ourselves. We don't leave dishes out etc and we leave the kitchen tidy but we don't clean bathrooms, leave it clean yes but not actually clean clean it!

[poppycity]

Absolutely contact agency today and try to back out. Ludicrous about the water and cleaning. I think they are letting it out for money and don't want to, hence the attitude. I think many of the owners of these homes struggle, particularly when part of estate and not main homes but not wanting to sell Granny's mansion.

[Iwant2move]

Apart from the water, it’s perfectly reasonable.
I’ve had guests blow green snotty noses all over my bedding (John Lewis Egyptian cotton) and shit inside the toilet roll and then put it back on the holder. Using my white towels to check the oil in the car was another high point.

[puddingbowlee]

I’ve had guests blow green snotty noses all over my bedding (John Lewis Egyptian cotton) and shit inside the toilet roll and then put it back on the holder

Would strict rules stop that though? Surely those who can't clean up their shit are not going to bother to mop a floor.

[ny20005]

That's crazy !

Forward the rules to the letting agent /company & voice your concerns. If they can reassure you enough to go ahead - take photos when they is arrive & leave.

No way would I be hoovering & cleaning toilets !

[LadyLightning]

wow - I wouldnt be going there, and certainly wouldnt go back. That is a ridiculous list of rules. Do they feel they have you over a barrel because of the size of the property? It is astonishing they feel able to ask for all these things.

[ChaosisntapitChaosisaladder19]

I would back out and speak to the agency their terms and conditions are unreasonable and you're they to enjoy a short stay not clean so they don't have to hire a cleaner for the next occupants.