1. The framework

Decide why you need a programme, for whom, where and how it will work, including which types of accommodation are appropriate for different lengths of stay.

“Engage internally to ensure you know the key stakeholders – HR, mobility, finance, and so on. It is important that travel and mobility are communicating, so that you capture all that spend,” suggests Katie Garrahy, Global Travel Buyer, Wood Plc.

“Decide your level of risk regarding onsite 24-hour reception, for example, and how and with whom the guest communicates if something goes wrong. We engage with our security teams. Know what you can do to negate risk.”

Jake Bone, Director of Operations EMEA, Corporate Housing at Dwellworks, advises buyers to align their serviced accommodation policy to the culture and values of their company, because the guidelines you give your chosen partner communicate a level of care to the assignee. 

2 . The provider

If you have a global programme, consider partnering with an agency worldwide and see who has that coverage. Or decide whether you want multiple partners in different markets. 

A good provider will have local knowledge on a global scale and will help you understand the nuances of the locations in your travel programme, says Rosie Thapa Senior Content Manager at Situ.

Bone at Dwellworks adds: “Know your requirements – length of stay, locations, budget, and that will dictate the serviced apartment supplier you hire. If most of your business is mobility, you will need other services such as permanent home finding, shipping, visa and immigration.”

3. The policy

Policies must clearly specify mandatory requirements such as recognised accreditation, regular cleaning, in-unit self-catering and laundry, Wi-Fi and more,” recommends Gavin Pereira, Managing Director at Checkin Apartments. “Otherwise, bookers are effectively booking blind, compromising safety and resulting in their travellers staying in unsuitable private rentals or those found on ad hoc consumer websites,” he explains.

One of most common expenses is inefficiency, when the client is unsure whether their need fits into a travel or mobility policy and initiates both. Activity undertaken by a travel or relocation management company should be consolidated to eliminate duplicated work when the client sends the same request to two or three agencies. Also, they are normally going to the same properties, which creates inflated demand and can prompt disengagement by providers.

4. The traveller

Making the policy clear to travellers is key, says Garrahy at Wood. “When you are encouraging someone to use serviced apartments, make the minimum length of stay clear, so that you do not undermine your hotel programme, and be clear about the booking process. Your agencies may have an online booking tool but what happens when there is an offline element?”

Compliance can be tricky and does not always command the greatest attention from travellers, often leading to leakage. To ensure traveller/assignee buy-in, clear, regular communication on policy is vital.

Ensure policies are regularly reviewed and after updates, explain what the changes are and why they are in place, says Robert Wyatt, Senior Vice President Account Management at SilverDoor.  

5. Communication

The ability to communicate with stakeholders worldwide is essential. Educate your people because they don’t always understand nuances of serviced apartments, what’s included and what to look out for.

“There might be softer cost savings like food because travellers can cook in the apartment, plus wellbeing benefits,” says Garrahy at Wood.

“The big point is check-in, which can make or break a stay. Make sure your travellers know how they are checking in. They must read the instructions properly, whether there is a lockbox or meet and greet.”