Your Holiday Matters, vacation rentals in Europe

by Valerie Schneider and Pauline Kenny, April 2010

For this month's profile we talked to Jane Bennett, one of the founders of Your Holiday Matters, a vacation rental accreditation organization, and owner of Au Chicot, a vacation rental house (sleeps 8) in Gascony, in southwest France.

See our reviews for Your Holiday Matters

I met Jane and many of the other "Your Holiday Matters" people on Twitter! We will be renting one of their great looking places this summer.

When Jane Bennett went looking for a vacation house in France she little envisioned that she would find herself as a founding member of an accreditation organization spearheading a movement to bring caring and professional-level hospitality to vacation rentals. As so often happens, she started down a path and found herself propelled along into a new and rewarding realm.

Becoming a Vacation Home Owner

Jane and Ron Bennett

Jane and her husband Ron were searching for a vacation haven and eventual retirement home when they discovered the Gascony area in south-west France, almost by accident. "Initially we searched in Provence before concluding that our modest budget would never be reconciled there!" A few years prior, when the Bennett's had first started making contacts with agents, an acquaintance with a holiday home in the Vienne made a comment Jane never forgot: "If I were house-hunting now, I would focus on the Gers."

Jane says that despite being equidistant from Bordeaux, Toulouse and Biarritz, and being an important part of Gascony, they had never heard of the Gers region. "The agent described it as a very unspoiled region with a gently rolling landscape and crumbling little castles with the Pyrenees in the background," she said.

"We headed there and it was love at first sight. We viewed many houses but fell for something over budget so the decision to share it with holidaymakers was rather made for us!" Jane delved into the world of vacation rentals, actively seeking insights and tips to make it a top-notch rental with abundant amenities. She discovered a website called Lay My Hat, which was set up for owners and by owners, where she made herself a regular.

"We started renting in June 2005. I was so lucky to chance upon Lay My Hat, which really taught me all I know about vacation rentals, from managing enquiries and converting them to bookings, to pool care and how to create an effective website to showcase our home. I can go there and get help and support; they address issues which are universal as well as country-specific, such as taxes, employment and pool safety laws."

Owners Who Care Band Together

A local view of Mansencome, Gascony, France

A local view of Mansencôme, Gascony

Through her participation on the site's message board Jane became involved with other owners, and it was a short step for a group of these regulars to band together to set up a separate forum to discuss ways to improve the overall rental experience for their guests. "A member of Lay My Hat, Marcus Smith, initiated the idea. Inspired by shows like 'Holidays from Hell' and a growing awareness of what can await the unsuspecting, he felt it was time to provide a service to take the doubt of booking and offer travelers the reassurance they need and deserve." The group of 25 vacation home owners formed a limited liability company in 2006 and Your Holiday Matters was born.

"Its purpose was to identify holiday rentals and B&Bs with a singular bond; whether large or small, rustic or luxurious, they needed to be the properties of an 'Owner Who Cares'. It is about giving guests the best possible holiday experience," Jane states adamantly. They don't try to quantify the property according to level of luxury or a star system, she says. "We welcome owners of all types of properties – large or small, expensive or not - provided the owner is genuine, transparent, and shows exemplary attention to the needs of the guest, whatever the kind of vacation the guest may be seeking and whatever is appropriate to the guests' budget. Customer satisfaction, not profit, is its main objective."

Your Holiday Matters' is run by people who are experienced vacation rental owners themselves. The organization is managed by a board of directors (currently five) who serve a three-year term. There are nine panelists who process all the applications.

Obtaining the Seal of Approval

Your Holiday Matters developed an in-depth assessment and interview process to evaluate potential members and identify those that meet the criteria as "owners who care" before granting them accreditation and the right to use the Your Holiday Matters Seal of Approval. While the website lists all accredited members, Jane says that Your Holiday Matters does not strive to be a listing service. "It is the accreditation service itself which sets us apart. Guests will feel comfortable choosing a property from an accredited owner, knowing that the Seal of Approval cannot simply be bought."

The service is catching on. They currently count 71 approved members with 119 properties among them, and Jane says that they are growing by about 20% annually. Interested owners undergo a rigorous screening process which includes a very detailed application and a personal interview. Each potential property owner is assigned to a member of the review panel, who checks to make sure all basic criteria are met, along with interviewing at least three previous guests, and evaluating the property's website. "At the end of the process, the review team confers and must agree unanimously that the applicant is an 'Owner Who Cares'. Once admitted, they may feature the Seal of Approval on their website and marketing materials, and will be added to the database on Your Holiday Matters' website.

Jane reports that to date, approximately 30% of all applications are rejected. "The most common reasons were poor responses to the application or interview questions, an unsuitable website, unsatisfactory reviews from their references or the references failed to respond." All approved property owners must also comply with local legal and property insurance requirements and maintain their vacation rental in a professional manner.

"We periodically review our owners and properties to ensure a continued high level of care and commitment," Jane told us. "Complacency is something to be avoided!"

Because of the standards they have set to become accredited by Your Holiday Matters, the Seal of Approval is a symbol of quality. "Our ultimate goal is make the Seal of Approval ubiquitously associated with reliable and trusted vacation rentals." Jane says that when travelers know about the pitfalls as well as the benefits of private renting, they feel more comfortable choosing a property from an accredited owner.

Your Holiday Matters also offers an informal conciliation service to assist in resolving any problems between guests and owners, should they arise. "To date this has only been used once," Jane said, "and we are also investigating various fraud protection insurance policies to further guest assurance."

So what does a property by an Owner Who Cares really look like? To find out we didn't have to look any further than Jane's home in Gascony.

Au Chicot – A Vacation Rental with the Seal of Approval

Au Chicot, vacation rental in Gascony

Jane and Ron currently split their time between Au Chicot and Cambridge, England, where their house is a "lock and leave," making it easier to take off to enjoy their peaceful farmhouse and French lifestyle while maintaining close family ties back in England. Drawn to the rolling hills dotted with ancient villages and abundant outdoors activities, they found Au Chicot, an 18th century farmhouse that had been beautifully restored by its former owner, an architect. The renovation combined the stone house and barn into a spacious L-shaped home filled with historic touches while adding modern conveniences and abundant light.

The home has four bedrooms and four baths, separated into two guest zones, which makes it ideal for friends traveling together or a large family group, giving everyone their own space. Rustic beams, exposed stone walls, and wood and terra cotta flooring give it a country-chic feel.

Outside is a sunny terrace along with a swimming pool and three acres of gardens. An orchard gives guests their choice of fresh fruits, and wildlife such as owls, hummingbirds and deer sometimes pay a visit.

But it is the thoughtful abundance of amenities that give Au Chicot an upper hand in hospitality: wireless internet, a spacious dining table that seats ten, a kitchen loaded with goodies and gadgets such as a microwave oven, dishwasher, full-sized refrigerator and freezer - and even a second fridge located in the utility room, just in case guests want to have a party! "You'd be hard pressed to find a gadget missing the kitchen drawers - oyster knife, foie gras cutter ... they're all there, plus an abundance of casseroles and cookware and those all-important glasses," she said. "One brave lady successfully cooked foie gras during her stay, which is something even we haven't attempted yet!"

Jane says that they try to make Au Chicot a real 'home away from home' by providing all the details they could think of. There are books, games CDs and DVDs along with guidebooks, cookbooks, and a listing of the area's markets for food shopping. "We have tried to make Au Chicot as much the guests' second home as it is ours. People comment regularly about how comfortable they are there."

A welcome pack plies guests with local specialties like wine, cheese and jam, along with basic necessities like bread, butter, coffee and tea bags. Returning guests receive special champagne, and Jane says that she has recently found some new regional products in pretty little tins and jars. "I believe it is worth spending a few euros more to offer better quality products, and have found a truly wonderful local sparkling wine to include."

As an Owner Who Cares, Jane responds promptly to inquiries and questions, has an English-speaking representative locally to meet and assist guests, and provides abundant information on the area's sights and shopping. The house is non-smoking, as most guests prefer it that way. She also has set the arrival day as Thursday, allowing guests to take advantage of the lower-cost mid-week flights and ferries. This also lets guests get settled into the house before the weekend, so they can enjoy the fun-filled festivals and events that take place.

"On guests' return I send them a feedback form to try to identify what they like and what areas we could improve on. We really want to give guests the best possible holiday experience".

Local Insight

La Librairie Gourmande

Since she's the local expert, we asked Jane to give us some insider knowledge on her favorite spots.

For cafes, she tells that any outdoor table on market day affords the opportunity to soak up the atmosphere, but her favorite is La Librairie Gourmande. "It is tucked behind the cathedral in Condom and is owned by the charming Veronique, who bought it as a neglected wreck five years ago. The dainty staircase has been returned to its former glory, each of the three floors has a couple of book-lined rooms with two or three little tables each, and there is even a room for kids."

While there are many fantastic restaurants in the area, Jane lists Le Moulin du Petit Gascon on the River Baise just off the road to Condom, and La Table des Cordeliers in the center of Condom as her favorites.

Au Chicot is rented only from April through October, and though June, July and August fill up quickly, Jane tells us that September and October are beautiful months in the Gers, but travelers just haven't realized it yet.

The area is popular with outdoors enthusiasts. "A middle-aged pair of adrenaline-chasers from across the pond stayed the whole of last September. They shared images of themselves paragliding, parachuting, microlighting and hot-air ballooning from a base close by!" While that may be more adrenaline that most guests want, Jane says the average Joe will enjoy the nearby golf courses, as well as walking and cycling opportunities - for which Jane provides maps and recommended routes.

Of course, any other activities or recommendations that guests may want are easily obtained for the asking. Jane enjoys the interaction and assistance she can provide, just another trait that makes her an Owner Who Cares.

Thank you Jane for taking the time to tell us about Your Holiday Matters and your vacation rental in France!

See our reviews for Your Holiday Matters