For SilverDoor, as an agency, our property partners and clients are crucial to our success. Clients trust our skills, technology, and global reach to meet their accommodation needs. Property partners rely on our visibility and account support to bring in reliable, long-stay corporate business. This mutually reinforcing model boosts our global reach while maintaining quality control and keeping customer satisfaction high.
As the world's leading serviced apartment agent with commitment to duty of care and a great guest experience, we have a responsibility to advise and influence our partners. We expect transparency, trust and mutual engagement to ensure high standards are met and consistently maintained. Our property partners must meet, and demonstrate a comprehensive list of quality, health, safety and security standards. There are also non-negotiables such as Wi-Fi, laundry facilities, private kitchens and bathrooms. However, here some other important principles that we believe make good property partners great!
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| A client-first mindset
Our SilverDoor team recently attended GBTA in Denver where a session highlighted that only 38% of travellers feel that their well-being is being prioritised - a striking reminder that guest satisfaction can be overlooked. Here at SilverDoor we expect a client’s comfort and needs to be at the heart of the process! Our values, care, and integrity drive everything we do. Therefore, we look for partners who consider every traveller- whether that be short- or long-term stays, ensuring they feel valued and truly at home. To achieve this, we expect premium quality for all accommodations and high levels of consistency no matter who the client, and where the location is.
Partner Acquisition Specialist, Colin Allatt shares how we value clients’ perspectives.
“When we acquire new Property Partners for our supply chain, it's key that they understand what corporate clients want. This helps make stays comfortable and mirrors the benefits of being at home. Facilities like fully equipped kitchens, laundry options, high-speed internet, and the latest entertainment systems all improve a guest's experience.
Security is very important. Does the building have a 24-hour manned reception? If not, are there staff on site? Is entry only through a keycard or another secure system? Is there CCTV coverage? If parking is available, what security measures are in place to ensure everyone’s safety?
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Over the last few years, we have seen an increasing number of clients requesting information on the Fire Safety facilities that are available within our properties. They also often have mandated accommodation programmes. Our onboarding process includes checking smoke alarms, heat detectors, fire blankets, carbon monoxide alarms and establishing fire extinguishers in each unit. If any of these are missing -perhaps due to them not being legally required in the respective country, we would enquire as to whether one could be added as we appreciate the importance of fire safety for our clients.
In everything we do, our commitment to a client-first mindset ensures that the needs, comfort, and safety of our guests remain at the heart of every decision. This approach not only builds trust with our clients but also sets a consistent standard across our global property network.” |
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| A commitment to service and quality, that reflects our own
At SilverDoor, we wouldn’t recommend accommodation that isn’t high quality, that we wouldn’t stay in ourselves, or that we don’t fully believe is right for clients. That’s why we have SilverDoor Verified, our own quality assurance programme. SilverDoor Verified provides a way to manage . You’re not relying on what a property partner promises—you’re relying on what we’ve experienced ourselves. We check in, sleep in the beds, cook in the kitchens, and explore the local area. That means we can give you a genuine 360° view of the entire stay. Every year, we carry out on average around 1,000 Verified stays, and the insights we gather shape both the recommendations we give to our clients and the feedback we provide to partners. Conducting these visits confirms our need for partners who deliver dependable quality across all locations. These conversations provide the opportunity to ensure pricing reflects true value. We want our partners to be open to feedback and improvement, and to recognise the value of honest dialogue to ensure expectations are effectively managed.
Ryan Jackson, Quality Assurance and Compliance Manager, highlights the critical importance of selecting the right property partners.
“Health and safety best practice is of paramount importance to us, and our Property Partners must meet our Minimum Standards and align with our Business Code of Conduct. We also want a Property Partner to share in our values; we want collaborative relationships built on respect, and a commitment to uphold best business practices.
We expect our partners to operate with integrity, in full compliance with all applicable laws and regulations. Transparency is also key. Furthermore, we want our partners to behave as we do — conducting business in a way that upholds and respects the rights of individuals.
SilverDoor Verified is one of the key tools we use to ensure quality across our Property Partner supply chain. Having feet on the ground and seeing what our clients and their guests see is invaluable. The insights gathered from these visits help shape our conversations with partners.”
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| Transparent communication
To us, transparency in partnerships means open, honest communication about rates, availability, and property conditions. Collaboration is key to success - connecting shared values and celebrating wins together. As a personable and engaged team, we aim to build meaningful relationships with both partners and clients. This is only possible when communication is consistent and reliable. We look for partners who are willing to take the time to get to know us and actively collaborate. Partners should share accurate, up-to-date information, and there must be clear expectations - because successful programmes sometimes require hard conversations.
At SilverDoor, we recognise how essential digital communication is, however we like to encourage in-person contact wherever possible. We believe building trust and strengthening team culture is reinforced with a physical presence. Understanding goals and priorities helps us offer high-quality, customised options for our clients.
Georgia Clements, Senior Partner Account Executive, comments on the significance of honest communication.
"We believe communication is key, and the ability to be open, honest and at times, frank is integral to driving up standards and ensuring a quality service for our clients. In addition to the service we provide clients, honest communication is vital to securing long-standing, positive relationships with our partners = fostering a mutual trust between SilverDoor and our global network. "
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| Demonstrating environmental awareness, data-driven results and tangible impact
The serviced apartment sector is positioned to lead the way towards a sustainable future. At SilverDoor we are conscious of our environmental responsibility and encourage the same from our partners. In 2023, we introduced our Carbon Calculator, which is a tool to access the carbon footprint of accommodation stays. While it’s not always possible to easily obtain this data, we offer this resource to help monitor levels. We encourage partners to act responsibly towards the environment and to conduct business in an ethically minded and sustainable manner, making informed decisions about energy use, water consumption and waste. ‘We pride ourselves on selecting and building relationships with reputable and upstanding partners – founded on the mutual and transparent understanding of shared environmental and ethical commitments.'
water fountains, or offering less frequent laundry and room servicing.
Victoria Jackson, Head of Communications, comments on the importance of being environmentally conscious.
“The need to be able to be able to accurately estimate the carbon emissions of accommodation is nothing new and it's great to see so many of our property partners providing us with this data, either through their own reporting or through the SilverDoor Carbon Calculator.
We're seeing more properties use renewable energy and energy-efficient appliances and lighting across their estates. Small changes can lead to significant reductions in overall building-level emissions and, in many cases, lower utilities costs.
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With more awareness of the environmental cost of travel, I think people increasingly do care about what they can do to ensure their travel treads as lightly on the environment as possible, and there are loads of ways operators can support guests to do this: good recycling facilities, refillable toiletries, water fountains, or offering less frequent laundry and room servicing.
While value and convenience remain most important for many buyers and guests, being able to demonstrate environmental impact is a critical requirement in all Accommodation Request for Proposals and is fast becoming a non-negotiable for many large businesses when selecting approved suppliers. My advice to any operator who's yet to take the first step is: don't put it off. Environmental reporting is not going anywhere; it doesn't have to be complicated or costly -and we can help you.” |
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At SilverDoor, we uphold standards of excellence and truly care about delivering quality services for our clients. With a forward-looking mindset, we seek partners who embody and promote excellence in business conduct. If you are looking for accommodation provided by partners who value your time and personal experience. Look no further than SilverDoor.
