Why “Over the Top” Hospitality Standards Are Now the Baseline for Successful Rentals

In today’s competitive property market, many landlords and hosts wonder: are high hospitality standards really necessary? Some even see them as “over the top.” But the reality is that what may once have been considered a luxury is now the baseline expectation for modern tenants and short-term rental guests.

At 20Property Management, we know first-hand that attention to detail, thoughtful amenities, and strong operational systems are the foundation of higher rental income, stronger reviews, and repeat bookings. Here’s why these so-called “extras” aren’t optional anymore—and how they can help you outperform the market.

1. Hospitality Is a Non-Negotiable

Providing an exceptional guest experience isn’t an add-on. It’s the standard that keeps your property full, your reviews glowing, and your rental income consistent.

Even in properties with modest daily rates—not luxury penthouses—guests expect high standards of cleanliness, comfort, and service. When you deliver, you immediately set yourself apart from landlords who cut corners.

2. Coffee and Basics Are No Longer Optional

Something as simple as offering coffee, decaf, and tea is now considered a baseline amenity in short-term rentals. For tenants or business travellers, it’s a small touch that creates a big sense of welcome.

The good news? With bulk buying and clear systems, these amenities are easy to maintain and cost-effective—yet the return in terms of guest satisfaction is significant.

3. A Thoughtful “Forgot Something” Basket Goes a Long Way

A small basket of essentials—like toothpaste, razors, or deodorant—mirrors the service of a hotel front desk and solves problems before they arise.

Even if a guest were to take everything, the cost is minimal compared to the positive experience it creates. In most cases, guests only take what they need, and many appreciate the thoughtfulness far more than the value of the items themselves.

4. Strong Systems Solve Stock Challenges

Struggling to keep towels or linens stocked? That’s not a reason to skip hospitality—it’s a sign you need better systems.

We recommend keeping at least three full sets of linens and towels for every property. With this buffer in place, you’ll always have one in use, one in reserve, and one ready for the next guest. It’s an upfront investment, but it pays off in operational ease and guest satisfaction.

5. Don’t Let Suppliers Dictate Standards

Some landlords let cleaners or contractors decide how things are done—such as avoiding duvet covers because “they’re difficult.” But your property’s brand standards should come first.

For example, duvet covers are easier to clean consistently and are more hygienic for guests. By setting clear expectations and building them into your systems, you protect both your property’s reputation and your tenants’ comfort.

6. The Market Has Evolved—And So Must You

What was acceptable decades ago—like not providing coffee, or asking tenants to bring their own linens—is no longer competitive. Modern guests expect higher levels of service, and those who don’t adapt risk being left behind.

Hospitality is evolving fast, especially in London’s rental and short-let market. Staying ahead of these shifts ensures your property remains profitable and desirable.

7. Amenities That Support Safety and Comfort Matter

Providing practical items like phone chargers may feel “over the top,” but they directly improve guest comfort and safety.

Imagine a tenant or guest arriving late at night with a dead phone. A simple charger means peace of mind, safety, and a better overall experience. If one ever goes missing, the cost is negligible compared to the value it brings to your reputation.

The Bigger Picture: People Before Profits

High standards aren’t about overspending; they’re about investing in guest satisfaction. When you put people first, the profits follow—through higher occupancy, stronger reviews, and repeat bookings.

In a crowded London rental market, this is the difference between an average property and one that consistently outperforms the competition.

Final Thought

What some may call “over the top” is now the minimum requirement for success. If you’re serious about maximising rental income, securing long-term tenant satisfaction, and positioning your property as a premium choice, elevating your hospitality standards is non-negotiable.

At 20Property Management, we specialise in helping London landlords set—and maintain—these elevated standards across HMOs, short-term rentals, and full-service property portfolios. From systems and checklists to guest-ready amenities, we ensure your property is not only compliant but consistently profitable.

👉 Ready to transform your property into a high-performing rental?

Contact us today to see how we can help.