We market your property using the following marketing channels and portals.

Rental Guest Support – Prior to Arrival


  • Take care of the rental from booking to departure
  • Take a refundable security deposit for every booking
  • Manage the booking process, including both website and telephone sales
  • Liaise with guests after booking, providing information as required
  • Send confirmation of booking information and arrivals/key collection instructions
  • Send pre-arrival email, including a PDF copy of our Guest Guide Book and other information to assist them in planning their holiday
  • Issue the key safe code and remind them to call when they arrive
  • Notify security of the guests details and arrange for gate passes to be produced
  • Conduct a full pre let check
    • Checking all light bulbs inside and out; replacing as required
    • Checking operation of TV, Free View, DVD, remote controls etc
    • Turning the hot water on
    • Turning the heating on (as required)
  • Ensuring all information for the guest is in place and up to date, including
    • Welcome folder
    • Property specific summary of key information e.g. heating instructions, hot water, location of stopcock, fuse box etc., Wi-Fi code – to minimise call outs
    • Arrivals letter, contract details and a guest satisfaction survey
    • Guest guide book
    • Local area information
  • Change key safe code for rental guest, owner or owners guests arrival

Rental Guest Support – On arrival


  • Once guests arrive we send an Orion Holidays representative to meet and greet them at the property. Our experience has shown that this is an integral part of the process, and we have observed that this personal contact (versus a purely virtual process e.g. all online) means that the properties are better cared for by our rental guests.
  • It also gives us the opportunity to provide any further information they require, answer any questions about the property or local area which helps to minimise call outs.

Meets and greets also allow us to ensure the guests are genuine, and don’t have more people in the property than were booked, or have bought pets without notifying us in advance. We make it clear to guests that a member of the team will be visiting them when they arrive which we believe helps prevent any such issues occurring in the first place


Rental Guest Support – During their stay


  • Guests are provided with a 24-7 contact number for Orion Holidays. Out of hours our main number is diverted to a messaging centre, which is manned 24/7, 365 days a year by real people!  Any calls received outside of normal office hours are forwarded to an Orion team member by the messaging centre, and we endeavor to respond to these within the hour.

Rental Guest Support – Following their stay


  • The property is checked for any obvious damage as soon as practically possible after the guests depart
  • The security deposit is not returned until after the property has been cleaned and thoroughly checked
    Any property left by the guests is returned by post to them
  • On the day of departure, or as soon as practical after departure, secure the property
    • Checking all doors and windows are closed and locked
    • Changing the key safe back to standard
    • If the property is not being cleaned within two days
    • Turning mains water off
    • Turning hot water off and heating to low (frost protect)


General Management and support


  • Annual report with recommendations for upgrading/improving your rental property in order to maximize rental returns.
  • Dedicated property inspector; regularly visits properties to ensure they are fully equipped and recommends/facilitates works approved by owners.
  • Health and safety audit to ensure your property complies with current legislation
  • Ensuring Owners are advised of any new regulations and carrying out checks/testing as required ie. Fire Risk Assessment, Gas Safety Testing, Electrical Safety Check, Portable Appliance Testing (PAT)
  • Annual financial summary to assist in the completion of your tax return
  • Facilitating repairs/improvement approved by the owner
  • Access to the “Owners Area” of our website to check bookings and make owner bookings online
  • Provide Owners with ongoing feedback from rental guests
  • Regular inspections of the property, to comply with property insurance requirements if the property remains unoccupied for extended periods of time (documented for insurance purposes)
  • Key Holding – Arranging access to your property for contractors and deliveries, including accompanying if required
  • Check the properties post box on a regular basis and re direct post as required
  • Bill payments from account, as required
  • Facilitating owners use and owners commercial bookings
  • Setting of competitive and realistic annual pricing
  • Extensive property marketing and high quality photography


  • Ensure welcome pack is in place, to include
    • Toilet rolls
    • Tea, coffee, milk and biscuits
    • Washing up liquid
    • Liquid soaps in bathrooms
    • Dishwasher tablets (as required)
    • 2 x tea towels and an oven cloth
    • Check drawers, and under beds for lost property
    • Check the outside decking, porch and BBQs
    • Check gas bottles on those with BBQs and replace where necessary


  • As soon as possible after departure
    • Complete a full clean of the property, including:
      • De-scaling kettles/taps/showers
      • Ensuring the dishwasher salt/rinse aid levels are correct, and where necessary, dishwasher cleaner
      • Clean BBQ and patio furniture
    • Strip all beds and remove linen, towels, tea towels, bath mats etc and return them to store for collection by the laundry company
    • Make up all beds with fresh linen and supply a set of towels (1 x hand and 1 x bath sheet) for the number of guests the property accommodates
    • Supply bath mats for each bathroom
    • Replenish welcome pack


  • After cleaning
    • Shut down the property, ensuring
      • The mains water is off
      • The hot water is off and heating set to a low frost protect setting
      • All doors are closed and secured
      • The key safe is set to standard
    • Undertaking a “rolling” spring clean of your property, involving “deep cleaning”, in addition to the regular standard clean, during off peak periods