Property Partner Minimum Standards

The SilverDoor Minimum Standards apply to all Property Partners and must be upheld in every property and/or apartment offered to SilverDoor guests.

Compliance with this and any referenced documents is mandatory and forms a condition of the SilverDoor Property Partner Agreement.

1. Partner Requirements: Core Standards, Service Levels and Obligations
   1. The Accommodation shall be let or rented on a nightly basis (or in accordance with minimum stay requirements or local market standards) and operated in a manner broadly comparable to a hotel room.
   2. The Accommodation Rates must be fully inclusive of all utilities & service costs, excluding outgoing phone calls where a telephone is provided.
   3. The Accommodation, together with all communal areas under the Partner’s control (including décor, flooring, furniture and fittings), shall remain clean, safe and secure and reasonably accessible throughout the Guest’s stay, and maintained to standards required by law or, where no such legal requirements applies, to a reasonable standard in the circumstances.
   4. The Accommodation, and all communal areas under the Partner’s control (including décor, flooring, furniture and fittings), must comply with all applicable legislation and regulations, including but not limited to health and safety, fire safety, gas safety and accessibility for disabled persons.
   5. Emergency management and maintenance support must be available and contactable 24 hours per day, 365 days of the year, either in person or via telephone, and be contactable by both SilverDoor and Guests.
   6. Partners must maintain Public Liability Insurance to a minimum of £5 million (or local equivalent), to cover injury and damage to Clients, Guests and other third parties at the Accommodation or otherwise on the Property Partner's premises. This insurance policy must include cover for accidents.
   7. Partners must maintain Employers Liability Insurance of £5 million (or local equivalent).
   8. Partners must maintain suitable comprehensive insurance for the contents and building of the Accommodation, and any other property of the Property Partner, of £5 million (or local equivalent) and where the insurance covers property belonging to Clients or Guests, the Property Partner shall extend the benefit of such insurance to the Client and Guests.
   9. The Partner must hold all necessary permissions, authorities, licences,permits and certifications required to operate the property as serviced apartments.
   10. The Partner must verify the identity and right to work of all employees using original documentation. Where staff are provided by third parties, equivalent verification processes must be in place.
   11. All personal information relating to SilverDoor and its Guests is to be processed fairly, lawfully and transparently, and in accordance with the SilverDoor Business Code of Conduct.
   12. The Property Partner must respond to all SilverDoor requests relating to a Client, Guest, reservations, or Accommodation within two (2) hours.
   13. Where requested at the time of booking, the Partner must complete and return the SilverDoor Pre-Arrival Property Checklist, or another SilverDoor- approved alternative, prior to the Guest’s arrival.
2. Property Requirements: Fire Safety
   1. Operational smoke / heat detectors must be installed in all apartments and tested regularly, including battery checks, where applicable.
   2. Operational carbon monoxide (CO) detectors must be installed and tested in all apartments where gas heating systems or gas appliances are present.
   3. Each apartment must be equipped with either a wall-mounted fire blanket or an operational fire extinguisher.
   4. In addition to any wall-mounted fire blanket, an operational fire extinguisher or alternative means of fire suppression must be provided within all apartments or in immediately accessible communal areas (e.g. fire hose reels in corridors).
   5. A Fire Risk Assessment must be completed by a competent person for the property, in accordance with local legislation, regulations and health and safety best practices.
3. Property Requirements: Health, Safety and Security
   1. An Electrical Safety Check must be carried out at for all apartments in accordance with applicable legislation, regulations and health and safety best practices.
   2. A Gas Safety Check must have been carried out for all apartments where gas heating systems or gas appliances are present, in accordance with applicable legislation, regulations and health and safety best practices.
   3. All doors and windows must be well maintained, lockable, safe and secure.
   4. All décor, flooring, furniture and fittings, appliances and amenities, including those provided at the Guests request, must meet all applicable safety standards, or, in the absence of such standards must be in and of a reasonable condition and quality.
   5. Where lifts/elevators are available for the Guest use, they must be regularly maintained and compliant with all applicable legal and safety requirements.
   6. Where a welcome pack is provided, all perishable goods must be stored at appropriate temperatures.
   7. Where an on-site restaurant, café or other food and beverage outlet is present, a valid Food Safety Certificate must be maintained and recorded, in accordance with all applicable legislation, regulations and health and safety best practices.
4. Property Requirements: Apartment Essentials
   1. The Accommodation must be maintained in a clean, tidy, reasonable, and tenantable condition, including a professional clean prior to each Guest’s arrival.
   2. The Accommodation must be fully furnished and include a fully functioning and equipped kitchen, or as a minimum, a kitchenette.
   3. All essential utilities must be available, including water, electricity, gas (where applicable), heating, and broadband internet.
   4. All fixtures, fittings, and appliances must be in full working order.
   5. The Accommodation must be fully cleaned, with all linen and towels changed at least once per week (or bi-weekly for US Corporate Housing only), and in all cases between changes of occupancy.
   6. Laundry facilities must be available for Guests use at the property.
   7. Each apartment must include a refrigerator.
   8. Each apartment must include either a microwave or an oven.
   9. Each apartment must include a television with remote control and access to local channels, basic cable, Freeview, equivalent services and/or streaming functionality.
   10. High speed internet access, preferably wireless, must be available in every apartment with a minimum working speed of 15mbps.
   11. A child's bed or an infant cot/crib must be made available upon request by the Client or Guest at the time of booking.
   12. An Accommodation Information Pack (digital or physical) must be provided for each booking and apartment, including Terms of Stay, emergency evacuation procedures, local emergency contact details, and relevant property information.
   13. Each apartment must include, as a minimum, the items listed within the Essential Furnishings and Housewares List, all of which must be maintained in good to excellent condition.