Rachel, could you briefly introduce yourself and Sunnyside Cottage, and explain how it became your personal mission to create what you call Yorkshire’s most dog-friendly holiday let?
I'm Rachel Spencer, and I'm a pet business coach, former journalist, and the owner of Sunnyside Cottage in Robin Hood's Bay in North Yorkshire.
The reason it became my mission to create a really dog-friendly holiday property is because I'd been on so many holidays and trips away where I'd booked a dog-friendly property, and I got there only to see a list of rules about what my dog could and couldn't do. Most of these were things like they can't go on the furniture, they can't go on the bed, paws on the floor, they must stay in the kitchen. All things that neither my dog Patch, who I have currently, and my late dog Daisy, were used to.
I wanted to create something different. I wanted it to be a home from home for people and their dogs, so they could really relax on holiday and not have to worry about getting in trouble at the end of the stay.
It's our guests who have called us Yorkshire's most dog-friendly holiday cottage. It was first said by Sal, who's a blogger at Woof Wag Walk, and also by the Yorkshire Post, which is a dream come true.
You’ve invested over £20,000 specifically in pet-friendly features like non-slip Floors4Paws, furniture throws and Dogrobes. Can you walk us through the key decisions behind these upgrades and how they’ve changed the stay experience for both dogs and humans?
We've invested over £20,000 on refurbishments for the cottage. This includes things like new windows, which were really expensive, repointing, having it decorated throughout, a new bathroom, and new flooring.
We have Floors4Paws which is special flooring which is non-slip, meaning dogs are less likely to slip than they would be on laminate. It's approved by the Canine Arthritis Management organisation, and I wanted it because I wanted the cottage to be as safe as possible for the dogs. It's also really easy to clean, which helps too.
The other thing I invested in was Dogrobes which are personalised, with Sunnyside Cottage written on them, and I've got sixteen in total, in lots of different sizes. I wanted them because when people bring their dog in after playing on the beach, I wanted them to have something to dry them off with and keep them warm, but also to protect the cottage. Having the Dogrobes hanging up prompts people to dry the dogs and make sure they're clean.
Both the flooring and the Dogrobes show that I've put thought behind what dogs actually need, and it makes for a more comfortable stay for the dogs and their humans.
At Sunnyside Cottage, dogs stay free, are allowed everywhere, and receive a welcome pack with treats, a bandana and eco-friendly toys. What have you learned in practice about what truly matters to dog owners versus what is just ‘pet-friendly’ marketing?
I want people to walk through the door and think, 'My dog is the centre of the stay here.' I've tried to think of everything I've wanted when I've walked into a dog-friendly property myself, and put it into Sunnyside Cottage.
So the dogs stay free, they're allowed everywhere, and there's a welcome pack. But the other things I've thought about are what I think make the real difference and are what matters to dog owners. Things like a Borrow Box, which has dog walking bags, portable bowls, water bottles, shampoo, My Anxious Dog leads, and a walking belt that people can borrow if they want. We've got a lead station on the wall where people can hang up their dog leads and walking bag, and raised feeding bowls the dogs can use.
I've thought about what I need when I'm the guest, and put it all in there.
Robin Hood’s Bay has no seasonal dog restrictions on its beach, which is quite rare in the UK. How has this shaped the way you design, price and market your cottage as a genuinely year-round destination for people travelling with dogs?
I went to Robin Hood's Bay for many years myself before I bought Sunnyside, and I just loved it as a place to go all year round.
I have things like towels, Dogrobes and throws, and fun goodies in the guest packs, things like autumn and Christmas poo bags and festive bandanas, because I know we've got dogs coming all year round and they'll enjoy the beach whatever the season and it's nice to do something a bit special to make them smile.
When it comes to pricing, I work with a local cottage company, Baytown Holiday Cottages, and they guide me on pricing. I follow their guidance because they've been in the area for many years and they know what's right.
Winning awards like 3rd place in the Dog Friendly Awards, the Theo Paphitis #SBS recognition, and being featured in The Guardian’s Top 20 dog-friendly stays is impressive. Behind the scenes, what are the biggest operational challenges of running such an open, dog-welcoming property, and how do you protect both the guest experience and the cottage itself?
It's really lovely to win awards and to be featured in dog-friendly guides. But my main challenge is protecting my reputation. I want people to have a really good experience when they come and stay with me.
We've got a brilliant team in Sam and Sian at Baytown Holiday Cottages, who I know I can rely on to make sure people have the best experience, and they're also on hand for any repairs, with a network of tradespeople in the village who can respond quickly and reliably. That's really important for the guest experience.
I also go to the cottage myself every six to eight weeks, to check everything's okay and prepare all the welcome packs, so my guests get the best experience. I contact every guest by email before they stay, to send over a guide to enjoying the area, find out about their dog, and ask if there's any special occasion bringing them to Robin Hood's Bay. About 95% of guests reply, so I've already had a conversation with them before they arrive.
I think that personal connection, both with me and with Sam and Sian, is what protects the cottage itself. Because guests know we care about them, I find they treat the cottage with real care and respect in return.
Looking ahead, how do you see the pet-friendly holiday sector evolving in the next five to ten years, and what additional changes or innovations would you like to introduce at Sunnyside Cottage to stay ahead of those expectations?
I feel like I've got my finger on the pulse when it comes to the dog-friendly holiday sector, partly because I work as a writer and pet business coach and work closely with other cottage businesses too, including East Ruston Cottages, who I've worked with as a client for a good few years now. It's good to hear what others are experiencing and prepare for what's coming.
One change I'd love to make at Sunnyside is being able to lend guests things like buggies, to help dogs with mobility issues manage the village a bit more easily, since it's on a really steep hill with a lot of steps. It can be difficult for older dogs. I already do what I can to prepare people beforehand, and we have a Borrow Box with smaller items, but I'd love to do more. But, the cottage is so small, I'm not sure I've got the storage for it.
Mostly what I do is keep listening to what people want. I have lots of conversations on social media and with clients, and I ask for feedback. That's how I try to stay ahead of expectations, though I do feel we're ahead, because we go so over the top on the dog-friendly front.
For owners of holiday lets who want to move from ‘dogs accepted’ to truly ‘dog-welcoming’, what concrete first steps, investments or mindset shifts would you personally recommend based on your experience at Sunnyside Cottage?
Get somebody who is really over the top about their dog to walk through your cottage and give you honest feedback on how dog-friendly it really is.
Think about what it's like for that dog's experience. Do they feel like they're being shouted at the moment they walk through the door, with a list of rules telling them what the dog can't do? That's the first thing to address.
On investment, you don't have to go as over the top as I have, but the basics would be a jar of biscuits, some poo bags, bowls for the dogs, and something to dry them off with, plus thinking properly about your flooring. If you don't want dogs going upstairs, put in a stair gate and make it easy for your guests to follow your rules. If you're happy for dogs upstairs, make sure your bedding is dark and your throws are easily washable. Just think about everything a dog is going to do when they walk through that door, and try to get ahead of it.
Learn more: https://sunnysidecottagerobinhoodsbay.co.uk/