VROA COMPLIMENTARY NEWSLETTER - December 22, 2003
SUBJECT: Laulau for Christmas
----------------------------------------------------------------------------------
*** To receive this newsletter from the VROA every week and to support the Vacation Rental Industry please visit www.VROA.org and consider joining. Its just $59 per year and you'll get 10 times your moneys worth. Come on now, everyone has to help.
----------------------------------------------------------------------------------
It was six years ago on Christmas day. My then eight year old son and I were snorkeling about 40 yards off shore at Poipu Beach Kauai. Having taken weekly swimming lessons since he was just 9 months old Taylor felt safe swimming with me out and around a point in hopes of seeing one of the endangered huge green sea turtles.
As we rounded the point up swam two local men with spear guns. They were worried, "Should the boy be out here?" they asked, "Usually only local keiki (kids) come out this far.
Well, "Yes he's been doing this for two years" I replied.
"Well that's good brah, but hey you want to catch an octopus?" he pointed the question directly at Taylor.
"Sure, I can dive to 18 feet" he shouted over the noise of the surf.
"You can not,"
"Yes I can."
"OK, big boy follow me," he challenged He swam with my only child and soon I saw both of them go feet up and straight down down into the blue pacific.
============================================
This week's Sponsor: The Exchange Network.
Would you like to travel and never pay for lodging again? The key to your vacation home can open doors around the world. With over 1,000 member homes you can exchange dates for almost any location. Small yearly fee to join. Easy to use with helpful staff. See www.TheVacationExchange.com
============================================
By the time I could get my mask into the water, I saw my little boy shooting straight back up to the surface with a 18" octopus in his fist. "Look Dad, look what I got. He was right there under the coral"
We swam to shore with the octopus in hand. My son with the idea of examining and releasing it. Our hosts with the intention of eating it. But Taylor is also a long time sushi eater and was happy to see how the ink drained onto the sand and back into the water. As we all ate raw octopus my wife and I chatted with the fishermen's buddy.
"Hey, what you doing out here on Christmas day? Your family here?" he inquired.
"No we're all spread out all over so Penny, and Taylor and I come to Hawaii - our favorite place to seek a little peace and quiet at Christmas time," I explained.
"No Ohana (family) eh? That must be hard yea?" he was looking out to the ocean. In an area where many bread winners work two jobs to pay the exorbitant cost of living, nothing is as important as family. "So what you having for dinner?"
"Oh I found a quarter turkey to cook," chimed in Penny with pride she at least had the traditional dish.
"That's no good," he said, "No good to be away from family. No, I think you go home with us for Christmas. Mama is making Laulau. Plenty for everyone. That's settled then. You are coming to our house for Christmas." We hadn't said a word.
It really wasn't a question. It was a commandment. And so we, perhaps a little homesick, walked down the beach and up a street to where we found his home and his family and shared a wonderful Christmas dinner Hawaiian Style. The food was delicious. The hospitality was sensational.
FREE GUAVA PIE:
It wasn't Christmas but we had wandered into the Green Garden restaurant in historic Hanapepe town in West Kauai. You won't find many tourists here but it has a big dining room that is often packed. The hostess showed us to our seats and then said, "Sis will be along to take your order." The hostess didn't fit the usual definition. She was over 60 and over 300 pounds, and clearly in charge of the whole place. I don't think "Sis" was actually her sister because she insisted on calling my wife Sis also.
Sure enough Sis came quickly and brought us shrimp appetizers's without being asked, "It's very busy. I'll be right back. Here is a little something to tide you over. No charge." We eventually ordered a wonderful meal but, due to the size of the crowd, service was a little slow and Sis came by frequently to apologize. At the end I ordered a piece of Guava pie to go. But after I signed the receipt she came back with a full pie in a box explaining, "Sorry we're so slow tonight. I gave you a little extra for waiting. Mahalo (thank you) and Aloha."
HAWAIIAN MUSIC:
Over the years I have become a big fan of Hawaiian Music. I can rationalize my fascination because I was a musician long ago. Or because the music is melodic and because simply playing it on a cold winter night in Seattle instantly transports me back to the warmth of my second home - Hawaii.
It was a revelation last year when I realize another reason I enjoy the music so much. I was sitting in a small auditorium on the Kauai College Campus listening to Amy Hanaialii Gilliom. She has extraordinary singing skills and, although a young woman, has mastered the old ha'i (falsetto) music style of old Hawaii. She had the 500 person audience in the palm of her hand as she sang songs of old Hawaii and then dedicated one to her "Tutu" (Grandmother).
That's when it hit me. Another reason I like Hawaiian music because it is in contrast to much of contemporary music. Rather than complaining about "Ho's" - Hawaiian music glorifies the seemingly small but actually monumentally important aspects of our lives - thinks like about grandmothers and sunrises and sunsets.
BRUDDAH IZ:
I was first introduced to Hawaiian music slowly by listening to songs by Cecelio and Kapono. A group that drew my attention when they had a few hits on the contemporary charts in the 1980's. From there I discovered Gabby Pahanui, Aunty Genoa Keawe, Kealii Reichel and, of course, Israel Kamakawiwo'ole. If you think you've never heard of him I guarantee you've heard his music. Its been used in many motion pictures and television shows.
He sang in both English and Hawaiian and may be best known for his haunting solo of "Somewhere under the Rainbow." Some friends giggle when I tell them about this title but are an "ER" television show fan and watched the episode where Dr. Mark Green died while near a beach in Hawaii then Braddah IZ's music caused you to weep - and you didn't even know why.
Israel Kamakawiwo'ole was a very big many in every sense of the word. He played a tiny soprano ukulele first with a group "Makaha Sons" and later as a solo artist. He died at the age of 38 some six years ago caused my complications of his massive size. In his short life "Bruddah Iz" became a legend. His last album stayed on the world music charts for an astounding 200 weeks in a row. When he passed away he lay in state in the Hawaii capital, an honor never bestowed on anyone else. Over 18,000 people paid their respects.
What was it they saw in him? Aside from his massive music and voice, Iz promoted the concept of Aloha saying often, "The world will be a better place when its more like Hawaii." He was talking about the spirit of Aloha and Ohana. The acceptance of others and the challenges we face in melding together. Maybe that is why today, six years after his passing, he is still the top selling artist in Hawaii.
HAWAIIAN ANTHEM
I was nurtured in music by my mother, herself a highly accomplished musician who attended the legendary Hollywood high school in the 1930's where she was accompanist to many of the child movie stars of that era. Once she was able to come to come with us to Hawaii for the Holidays and thoroughly enjoyed herself. Just last week, in need of some cheering up she pulled out the Henry Kapono CD I had purchased for her. She remembers the moon light night in the little town of Waimea when Henry sang directly to her and the other Tutu's in the audience. It makes her smile whenever she thinks of "Tell me Why?" a love song he wrote for his wife that causes my mother to think of my Dad who passed eight years ago.
When Kealii Reichel came to Portland Oregon where my Mom lives we bought tickets and attended what proved to be a therapeutic concert by this charismatic performer. Already fans we were not ready for what I have learned happens at the end of many Hawaiian shows. The audience rises and holds hands and sings a song a kind of Hawaiian anthem. It doesn't matter if you don't know the Hawaii words. Because no one could fail to grasp the message of Aloha.
TIEING IT TOGETHER:
So what does all this have to do with vacation rentals, or lodging or hospitality? Only this. Hospitality is a rewarding and enjoyable activity. We retain our right to have visitors and guests in our homes because sharing what we have with others is a pleasure and a joy. Its not always easy of course. But if so many people in Hawaii rely on tourism to support their beautiful land and can do such a wonderful job then there is room for the rest of us to patriciate also.
Let's hope we can do as good a job as most in Hawaii do.
Mele Kalikimaka & Haouli Makahiki Hou.
(Merry Christmas & Happy New Year)
-------------------
INPUT:
As always I seek your input. Please share your tips, techniques, compliments, and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
There are wonderful vacation homes everywhere. Lake Tenkiller is the clear water paradise of eastern Oklahoma. And Dale Wemhaner's Five Oak's Manor is a stately and beautiful home. Take a look at www.TenkillerSolutions.com. (If you want your place considered for Home of the Week please drop me an email.)
FEEDBACK:
Thanks for the great newsletters. I have learned a lot just by reading them and we have been in business since 1994.
- David, Bryson City NC
Well you've been at it longer than I have. So its my job to gather info from all owners and help share it with others.
- Wm. May
ONLINE:
Please see these websites for fun:
- www.KealiiReichel.com
- www.mele.com/Farewell/tribute.htm (Bruddah Iz)
- www.IRH.com (Internet Radio Hawaii, Hawaiian Music 24 hours a day)
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
Monday, December 22, 2003
Monday, December 15, 2003
VROA COMPLIMENTARY NEWSLETTER - December 15, 2003
SUBJECT: Christmas in Hawaii
----------------------------------------------------------------------------------
*** To receive this newsletter from the VROA every week and to support the Vacation Rental Industry please visit www.VROA.org and consider joining. Its just $59 per year and you'll get 10 times your moneys worth. Come on now, everyone has to help.
----------------------------------------------------------------------------------
Mele Kalikimaka Haouli Makahiki Hou (Merry Christmas & Happy New Year from Hawaii). There are many wonderful reasons for owning a vacation home. But my favorite is the way ownership allows people to make another place home. And I don't mean just a nice place to eat and sleep. Instead, if you are lucky, you can sink into the local neighborhood and culture. And you can help your guests do the same.
Friday we jet off to Kauai to celebrate Christmas, New Years and - yes - to work on the rental homes. For my family that home away from home is Hawaii. And more specifically Poipu Beach on the Island of Kauai. We do own homes at a lake and a ski area in Washington State also. They are wonderful places that we love for different reasons. But I figure I was accidentally born to english/german parents in Washington State because I deep down I feel Hawaiian. Several years ago I decided it was my home town. After all, who says where you are born must be your home town. Maybe the place you feel more at home should be your home town.
HOW IT STARTED:
27 years ago my soon to be wife convinced me we should honeymoon in Hawaii. The idea didn't hold much appeal because my brain was flooded with a stereotypical vision of grass skirted women doing the tourist hula accompanied by toy ukulele's. At the time, I considered myself more of an adventurer who would be bored stiff sitting on the beach drinking a maitai with thousands of other pale skinned tourists.
Boy was I wrong!
From the moment I got off the plane in Lihue Kauai in 1976, at what was then a small open-air airport, something changed. I slowed down. Way down. Everywhere I looked people were smiling at me. It felt like the twilight zone. How could so many people act so happy? At first I thought they had been trained to be courteous - as workers are at many tourist destinations. It took several return trips before I began to learn more about Aloha and the Hawaiian Culture. The Hawaiian people have a long history of accommodation which has been continually augmented by the culture of peoples from China, Japan, Puerto Rico and the Philippines who were brought in as workers beginning 200 years ago.
Hawaii is the most isolated major island group on the globe, the population is one of the most diverse and one of the most religious (Christian and other). The concept of "Ohana" (recently celebrated in the Disney cartoon Lilo and Stitch), permeates every race and every culture that has come to Hawaii. Almost everyone participates in politics and local government the island being, of course, much like a small town where people know their neighbors and politicians. Perhaps most important, central to the thinking of every citizen of Hawaii, whether of Hawaiian blood or not, is music, dance and the spirit of Aloha.
Plus of course the wonderful climate that hovers around 80 degrees year round. There are only two states in the US that have never recorded a temperature of 100 degrees or hotter. One is Alaska and the other, surprise, is Hawaii. No house has a furnace and most do not have air conditioning. Cooling trade winds blow 85% of the time giving the place that kind of euphoric feel and smell that every Hollywood movie tries to capture in their version of paradise.
============================================
This week's Sponsor: The Exchange Network.
Would you like to travel and never pay for lodging again? The key to your vacation home can open doors around the world. With over 1,000 member homes you can exchange dates for almost any location. Small yearly fee to join. Easy to use with helpful staff. See www.TheVacationExchange.com
============================================
SPIRIT OF ALOHA:
Even if you have never been to Hawaii you have undoubtedly heard the world Aloha. If you've been there once or twice you've noticed it being used in almost every conversation. "Alooooooha" - it is often used, almost without thought, to lure a tourist into a store or to entertain an audience. But to "Kamaaina" (natives or long time citizens) Aloha is much more.
Better writers than I have stumbled when trying to adequately describe Aloha. You may have been told that Aloha means Hello, and Goodbye and Love. And it does. But it also a deep spiritual understanding pervasive to the entire society.
Queen Lili`uokalani (The last queen of Hawaii, 1838-1917) said, "Aloha was a recognition of life in another. If there was life there was mana, goodness and wisdom, and if there was goodness and wisdom there was a god-quality. No Hawaiian could greet another with 'Aloha' unless he felt it in his own heart. If he felt anger or hate in his heart he had to cleanse himself before he said 'Aloha'."
Now that is a pretty tall order for most of us to achieve with Guests. But I think it's a good goal for any of us who offer our homes to others. Hawaiians aren't perfect either but by infusing Aloha into their lives it sure looks like they are trying to be.
So it is my thinking that the people of Hawaii have become some of the most generous, warm, considerate and kind people in the world mostly because they have a focus. In some strange way it is what in business today is labeled a "Mission Statement." A wise man once said, "If you don't know where you're going, that is exactly where you'll get." Hawaiians have the distinct privilege of being given a clear and concise goal from the time they are born. To live with a spirit of Aloha. It is this that I admire so much.
MANAGEMENT BY ALOHA:
Only if you are born there or are lucky enough to spend time there does the true meaning of Aloha become clear. It has been a mantra of the corporate world to operate "Management by Objective." MBO dictates that organizations decide what they want to do before they attempt to do it. And, more importantly, that each and every task in the group be directed to accomplishing the goal. This in itself is a worthy concept but has sometimes been taken to extremes that cause managers and employees to subject their lives and families to conditions that are unhealthy.
Some years ago when Hawaiian tourism was suffering a down turn, a professor from the University of Hawaii's hotel management program wrote a book that I happened to come across in a bookstore. (I have forgotten the exact title and his name, but will provide it next week). He made the comment that there are many great destinations in the world with bright sun, white sand beaches and inviting teal oceans. So why should visitors prefer Hawaii? The answer, he said, is that Hawaii has something that no one else has - Hawaii has Aloha.
His suggestion was that Hawaiian hotel properties, often owned by off islanders, should embrace the spirit of Aloha, feature it in their lodging and, in fact, allow it to run throughout their operations. He said employees should be allowed some of the work week to display hand made crafts. They should be encouraged to entertain or sing for guests. Staff "Keiki" (children) should be allowed to come to work with their parents on special occasions. The hotels that embraced the concept were soon enjoying greater occupancies and glowing comments from guests. A trend that continues to this day.
In the past when I have mentioned his concept to groups unfamiliar with Hawaii it has sometimes brought giggles from the audience because he called his concept "Management by Aloha." But if you remember that Aloha is a very powerful mission statement, but one that is based in deep interpersonal values, you can understand why MBA is so successful. It is Management by Objective but with a much deeper and profound foundation.
Although each vacation rental home is in fact a very small business, working to greet guests and make them feel at home is a worthy goal that could make any home in any location produce more revenue and enjoyment for the owners as well.
NEXT WEEK:
If you'll indulge me, next week I will be telling you a few of our hometown Hawaii stories. Experiences I would have missed had it not been for the opportunity to own vacation homes and live at least least part of my life there. They allow me to sink into the community, to get to know people, to leave one world behind and enjoy another. It is my pleasure to have more than one hometown and all the joy that comes with that. I'll be telling you about:
- The Friendly Fisherman
- Lau lau for Christmas Dinner
- Songs about tutu
- Free Guava Pie
- Brudda Iz
- The Hawaiian anthem
-------------------
INPUT:
As always I seek your input. Please share your tips, techniques, compliments, and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
Overlooking downtown San Diego you'll find Foxwood Suites just minutes from all the beautiful sites and activities San Diego offers! Owner Darrin Fuchs offers exclusive accommodations for vacation, business and even the military traveler. Take a look at www.FoxwoodSuites.com. (If you want your place considered for Home of the Week please drop me an email.)
FEEDBACK:
Hey,Great newsletter this week for a newbie who is still trying to get ready for a spring 2004 opening.
- Deeanna, Penrose Colorado
Hey, back at you Dee. Good luck with your opening. Its fun to get things rolling and even more fun when its under control.
- Wm. May
ONLINE:
Please see these websites for fun:
- www.Melekalikimaka.com
- www.SheetMusicPlus.com
- www.IRH.com (Internet Radio Hawaii, Hawaiian Music 24 hours a day)
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
P.S. Want to sing a Hawaiian Christmas Carol?
"Mele Kalikimaka" was written by R. Alex Anderson who from high school to his death in 1995 composed nearly 200 songs. He wrote the song in 1949 and it may have been first recorded in about 1950 by Bing Crosby with the Andrews Sisters. It was a big hit. You can find the sheet music for Mele Kalikimaka at http://www.sheetmusicplus.com or buy recordings of it at http://www.mele.com.
THE WORDS:
Mele Kalikimaka
Mele Kalikimaka is the thing to say,
On a bright Hawaiian Christmas Day,
That's the island greeting that we send to you
From the land where palm trees sway,
Here we know that Christmas will be green and bright,
The sun to shine by day and all the stars at night,
Mele Kalikimaka is Hawaii's way
To say "Merry Christmas to you."
Mele Kalikimaka is the thing to say,
On a bright Hawaiian Christmas Day,
That's the island greeting that we send to you
From the land where palm trees sway,
Here we know that Christmas will be green and bright,
The sun to shine by day and all the stars at night,
Mele Kalikimaka is Hawaii's way
To say, "Merry Christmas,
A very Merry Christmas to you."
SUBJECT: Christmas in Hawaii
----------------------------------------------------------------------------------
*** To receive this newsletter from the VROA every week and to support the Vacation Rental Industry please visit www.VROA.org and consider joining. Its just $59 per year and you'll get 10 times your moneys worth. Come on now, everyone has to help.
----------------------------------------------------------------------------------
Mele Kalikimaka Haouli Makahiki Hou (Merry Christmas & Happy New Year from Hawaii). There are many wonderful reasons for owning a vacation home. But my favorite is the way ownership allows people to make another place home. And I don't mean just a nice place to eat and sleep. Instead, if you are lucky, you can sink into the local neighborhood and culture. And you can help your guests do the same.
Friday we jet off to Kauai to celebrate Christmas, New Years and - yes - to work on the rental homes. For my family that home away from home is Hawaii. And more specifically Poipu Beach on the Island of Kauai. We do own homes at a lake and a ski area in Washington State also. They are wonderful places that we love for different reasons. But I figure I was accidentally born to english/german parents in Washington State because I deep down I feel Hawaiian. Several years ago I decided it was my home town. After all, who says where you are born must be your home town. Maybe the place you feel more at home should be your home town.
HOW IT STARTED:
27 years ago my soon to be wife convinced me we should honeymoon in Hawaii. The idea didn't hold much appeal because my brain was flooded with a stereotypical vision of grass skirted women doing the tourist hula accompanied by toy ukulele's. At the time, I considered myself more of an adventurer who would be bored stiff sitting on the beach drinking a maitai with thousands of other pale skinned tourists.
Boy was I wrong!
From the moment I got off the plane in Lihue Kauai in 1976, at what was then a small open-air airport, something changed. I slowed down. Way down. Everywhere I looked people were smiling at me. It felt like the twilight zone. How could so many people act so happy? At first I thought they had been trained to be courteous - as workers are at many tourist destinations. It took several return trips before I began to learn more about Aloha and the Hawaiian Culture. The Hawaiian people have a long history of accommodation which has been continually augmented by the culture of peoples from China, Japan, Puerto Rico and the Philippines who were brought in as workers beginning 200 years ago.
Hawaii is the most isolated major island group on the globe, the population is one of the most diverse and one of the most religious (Christian and other). The concept of "Ohana" (recently celebrated in the Disney cartoon Lilo and Stitch), permeates every race and every culture that has come to Hawaii. Almost everyone participates in politics and local government the island being, of course, much like a small town where people know their neighbors and politicians. Perhaps most important, central to the thinking of every citizen of Hawaii, whether of Hawaiian blood or not, is music, dance and the spirit of Aloha.
Plus of course the wonderful climate that hovers around 80 degrees year round. There are only two states in the US that have never recorded a temperature of 100 degrees or hotter. One is Alaska and the other, surprise, is Hawaii. No house has a furnace and most do not have air conditioning. Cooling trade winds blow 85% of the time giving the place that kind of euphoric feel and smell that every Hollywood movie tries to capture in their version of paradise.
============================================
This week's Sponsor: The Exchange Network.
Would you like to travel and never pay for lodging again? The key to your vacation home can open doors around the world. With over 1,000 member homes you can exchange dates for almost any location. Small yearly fee to join. Easy to use with helpful staff. See www.TheVacationExchange.com
============================================
SPIRIT OF ALOHA:
Even if you have never been to Hawaii you have undoubtedly heard the world Aloha. If you've been there once or twice you've noticed it being used in almost every conversation. "Alooooooha" - it is often used, almost without thought, to lure a tourist into a store or to entertain an audience. But to "Kamaaina" (natives or long time citizens) Aloha is much more.
Better writers than I have stumbled when trying to adequately describe Aloha. You may have been told that Aloha means Hello, and Goodbye and Love. And it does. But it also a deep spiritual understanding pervasive to the entire society.
Queen Lili`uokalani (The last queen of Hawaii, 1838-1917) said, "Aloha was a recognition of life in another. If there was life there was mana, goodness and wisdom, and if there was goodness and wisdom there was a god-quality. No Hawaiian could greet another with 'Aloha' unless he felt it in his own heart. If he felt anger or hate in his heart he had to cleanse himself before he said 'Aloha'."
Now that is a pretty tall order for most of us to achieve with Guests. But I think it's a good goal for any of us who offer our homes to others. Hawaiians aren't perfect either but by infusing Aloha into their lives it sure looks like they are trying to be.
So it is my thinking that the people of Hawaii have become some of the most generous, warm, considerate and kind people in the world mostly because they have a focus. In some strange way it is what in business today is labeled a "Mission Statement." A wise man once said, "If you don't know where you're going, that is exactly where you'll get." Hawaiians have the distinct privilege of being given a clear and concise goal from the time they are born. To live with a spirit of Aloha. It is this that I admire so much.
MANAGEMENT BY ALOHA:
Only if you are born there or are lucky enough to spend time there does the true meaning of Aloha become clear. It has been a mantra of the corporate world to operate "Management by Objective." MBO dictates that organizations decide what they want to do before they attempt to do it. And, more importantly, that each and every task in the group be directed to accomplishing the goal. This in itself is a worthy concept but has sometimes been taken to extremes that cause managers and employees to subject their lives and families to conditions that are unhealthy.
Some years ago when Hawaiian tourism was suffering a down turn, a professor from the University of Hawaii's hotel management program wrote a book that I happened to come across in a bookstore. (I have forgotten the exact title and his name, but will provide it next week). He made the comment that there are many great destinations in the world with bright sun, white sand beaches and inviting teal oceans. So why should visitors prefer Hawaii? The answer, he said, is that Hawaii has something that no one else has - Hawaii has Aloha.
His suggestion was that Hawaiian hotel properties, often owned by off islanders, should embrace the spirit of Aloha, feature it in their lodging and, in fact, allow it to run throughout their operations. He said employees should be allowed some of the work week to display hand made crafts. They should be encouraged to entertain or sing for guests. Staff "Keiki" (children) should be allowed to come to work with their parents on special occasions. The hotels that embraced the concept were soon enjoying greater occupancies and glowing comments from guests. A trend that continues to this day.
In the past when I have mentioned his concept to groups unfamiliar with Hawaii it has sometimes brought giggles from the audience because he called his concept "Management by Aloha." But if you remember that Aloha is a very powerful mission statement, but one that is based in deep interpersonal values, you can understand why MBA is so successful. It is Management by Objective but with a much deeper and profound foundation.
Although each vacation rental home is in fact a very small business, working to greet guests and make them feel at home is a worthy goal that could make any home in any location produce more revenue and enjoyment for the owners as well.
NEXT WEEK:
If you'll indulge me, next week I will be telling you a few of our hometown Hawaii stories. Experiences I would have missed had it not been for the opportunity to own vacation homes and live at least least part of my life there. They allow me to sink into the community, to get to know people, to leave one world behind and enjoy another. It is my pleasure to have more than one hometown and all the joy that comes with that. I'll be telling you about:
- The Friendly Fisherman
- Lau lau for Christmas Dinner
- Songs about tutu
- Free Guava Pie
- Brudda Iz
- The Hawaiian anthem
-------------------
INPUT:
As always I seek your input. Please share your tips, techniques, compliments, and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
Overlooking downtown San Diego you'll find Foxwood Suites just minutes from all the beautiful sites and activities San Diego offers! Owner Darrin Fuchs offers exclusive accommodations for vacation, business and even the military traveler. Take a look at www.FoxwoodSuites.com. (If you want your place considered for Home of the Week please drop me an email.)
FEEDBACK:
Hey,Great newsletter this week for a newbie who is still trying to get ready for a spring 2004 opening.
- Deeanna, Penrose Colorado
Hey, back at you Dee. Good luck with your opening. Its fun to get things rolling and even more fun when its under control.
- Wm. May
ONLINE:
Please see these websites for fun:
- www.Melekalikimaka.com
- www.SheetMusicPlus.com
- www.IRH.com (Internet Radio Hawaii, Hawaiian Music 24 hours a day)
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
P.S. Want to sing a Hawaiian Christmas Carol?
"Mele Kalikimaka" was written by R. Alex Anderson who from high school to his death in 1995 composed nearly 200 songs. He wrote the song in 1949 and it may have been first recorded in about 1950 by Bing Crosby with the Andrews Sisters. It was a big hit. You can find the sheet music for Mele Kalikimaka at http://www.sheetmusicplus.com or buy recordings of it at http://www.mele.com.
THE WORDS:
Mele Kalikimaka
Mele Kalikimaka is the thing to say,
On a bright Hawaiian Christmas Day,
That's the island greeting that we send to you
From the land where palm trees sway,
Here we know that Christmas will be green and bright,
The sun to shine by day and all the stars at night,
Mele Kalikimaka is Hawaii's way
To say "Merry Christmas to you."
Mele Kalikimaka is the thing to say,
On a bright Hawaiian Christmas Day,
That's the island greeting that we send to you
From the land where palm trees sway,
Here we know that Christmas will be green and bright,
The sun to shine by day and all the stars at night,
Mele Kalikimaka is Hawaii's way
To say, "Merry Christmas,
A very Merry Christmas to you."
Monday, December 01, 2003
VROA COMPLIMENTARY NEWSLETTER - December 01, 2003
SUBJECT: The Art of Getting your Emails Read.
----------------------------------------------------------------------------------
*** To receive this newsletter from the VROA every week and to support the Vacation Rental Industry please visit www.VROA.org and consider joining. Its just $59 per year and you'll get 10 times your moneys worth.
----------------------------------------------------------------------------------
Almost everyone loves email but spam makes it difficult for legitimate messages to get noticed. Users scan dozens if not hundreds of emails every day without much of a glance. There are some tried and true rules you can adopt to make sure your important message doesn't get tossed in the can.
Almost 30 years ago (yes I am showing my age) I operated a medium sized Advertising agency here in Seattle Washington. My training was in Mass Media, such as writing and producing advertising for Magazines, Newspaper, Radio and TV. It was a fun business because we got to spend all day every day writing and creating ads and commercials - figuring out how to get the clients message across.
AGE OLD RULES:
Mass media is much different than the personal communication we all use everyday. So when given a chance to take a letter writing course I figured it would be good training. And boy was it! The course title was boring - "How to Write Compelling Business Letters" - but what the instructor imparted were common sense tips that have proven to be just as effective in writing emails as they were in typed letters (There I go showing my age again).
So I thought I'd share some of those ideas you can use when writing emails to prospects and guests. You will notice that I have adapted them for today's email needs but I would urge you to keep them in mind when preparing letters as well. You will find these tips are wonderful for sales and customer service. But they are just as helpful in dealing with vendors, government authorities, and other kinds of contacts.
(1) WRITE PERSONALLY: Pompous letters are boring letters. Every business needs a lawyer but sales and customer service letters shouldn't sound like legal briefs. Many recipients will not read anything that is long or boring. Use the kind of familiarity you would use in writing your mother, brother or children. "Hi John" is better than "Dear Mr. Jones."
Yes people like to be respected but your goal in writing personal communications is to "breed familiarity." You don't want them to say "How does this person know me.' but instead, "How do I know this person."
## The cool thing about writing personally is that it's fun. And you don't have to follow those old grammar school rules. Show your personality. Show your enthusiasm.
(2) WRITE AS YOU SPEAK: English teachers insist on complete sentences. But readers do not. In fact, long or complicated sentences actually decrease comprehension. Its been estimated that the average person can hear and comprehend thousands of words per minute. That same person can speak up to four hundred to eight hundred words per minute but can usually only write about 40 words per minute. (Think about a typing test.) Part of the reason is that when writing we shift into a "as taught in school" mode that we casually discard when speaking. Professional writers, such as newspaper or magazine journalists, know better. They write using short, tight sentences to get your attention and keep it.
BAD: "Hello Mother this is your eldest son speaking. I would like to invite you to dinner next month. I will be happy to pay for the dinner. Call if you are interested in accepting my offer." (OK its a silly example)
BETTER: "Hi Mom, can I buy you dinner?"
(3) USE PARAGRAPHS: Have you ever gotten a 500 word email that was all one paragraph or, worse yet, one sentence? Forget what they taught you in high school and, instead, start noticing how newspapers are written. They employ short crisp sentences and short paragraphs. Many paragraphs are a single sentence. Newspaper writers and editors have been honing their craft a long while. Every article fights for the readers attention. They know they have to get out the facts quickly and bundle sentences into logical short paragraphs. You should too.
WRONG: "Mr. Jones, Enclosed herewith please find our contract for the reservation of the unit we have available at the Wapato Point Lake Chelan Resort Community. You are required to execute this legal document and return it to us within 10 days or you will lose your deposit without further notice. Wapato Point is a gated community and we require Guests to follow the rules and regulations and all state laws regarding lodging. You must checkin at the reception desk and sign further documents. If you have questions you may call me at 888-628-8989. Otherwise I await the return of the contract - Penny L. Taylor, Guest Relations Director"
RIGHT: "Hi John, Thanks for deciding to stay with us. Please return the enclosed paperwork in the next week. I'll send you the directions and rules.
Call me if you need anything else. You'll love Wapato Point.
Penny Taylor, Sunspot Vacation Rentals 888-628-8989"
============================================
This week's Sponsor: CAFE PRES Logo Merchandise
Now you can design and offer your Shirts, Caps, Mugs etc. online with your logo or slogan. No minimum. Absolutely the greatest way for promotional items. Go to www.VROA.org right hand border, click on "Design Your Own T-shirts" box in upper right hand border.
============================================
(4) USE THE CUSTOMERS NAME: No one would think of sending a letter without including the person's name at the head. Your emails may be getting only a glance from recipients as they discard spam. You can improve being noticed by including the person's first name in the Subject of the email and as the first line of the text as well. As an example, you will notice we include members names in all emails including this newsletter.
(5) CHOOSE SALUTATIONS CAREFULLY: The way a letter starts alerts the reader to whether you know them. It is always best to use a person's first name. However, and this is a big however, if you use the wrong first name you will reveal that you do not know actually know them. For example: I use William or Wm. on my correspondence. But most people call me Bill. If you phone or write and ask for William this tells me we've never met.
Choosing the correct salutation to use for many names is obvious. For "Steve Smith" you would use "Dear Steve." But if the name is "Stephen Smith" the choice is difficult. Call him "Steve" or "Stephen" and you may get it wrong. In such cases the only safe bet is to address your letter "Mr. Smith."
And what do you do with names where eve the gender is unclear? The answer is to avoid the name altogether. Normally you would never want to use a generic greeting but in the case of unknown gender its wise to resort to something like "Hello There."
(6) WRITE DESCRIPTIVE SUBJECTS: This is a goal borrowed from print advertising. Advertising copywriters can spend days writing hundreds of headlines in order to boil their headline down to the single best six words. They invest this time to draw readers to an ad that may have cost tens of thousands of dollars to run. Think about it. Drawing readers to your email messages can be as difficult as getting a magazine ad read. So the words you put in the subject will determine whether you pass the test.
- If you are sending information you want to include reference to your home or resort. Such as "Bill - Snoqualmie Pass Rental Info"
- If you are responding you might try. "Jennifer - Answers about the Caribbean Dive Shack."
- If you they really don't know you, how about "Mrs. Smith - Paris Artist Loft Info - From Louis Armond"
There is limited space for your email subject. But many are too short. Include everything important and nothing extraneous.
(7) KEEP IT SHORT: A one sentence letter can receive 20 times the readership of a 20 sentence letter. There may be certain keys that must be covered and require a letter to be longer than desirable. But the text of the letter should be as short as possible without eliminating crucial data. On the other hand, the text area allows unlimited space and sometimes you must use it to fully answer questions or provide essential information.
(8) USE ASSUMPTIONS: Emails and letters are not essays or term papers. You don't need elaborate explanations and references and footnote like descriptions. When someone calls about your home in the Great Smokey mountains you do not need to where they are. Assume callers have some knowledge. Of course, if you detect that they think the Great Smokies are in Colorado you'll want to ask a few questions and make sure they really want to stay in your location.
(9) DON'T OMIT POINTS: This may sound contrary to the tip just above, but writers often fail to include the most basic of information. If you require that rent, cleaning fee and deposit be paid in advance you must be careful to always discuss them all together. This will eliminate confusion and disagreements at later dates.
BAD: "The rent is only $250 per night."
BETTER: "The rent is only $250 per night (plus cleaning and deposit)."
(10) ELIMINATE OFFENSE WORDS: No I'm not talking about profanity. But there are certain words that scare people or cause them to question your sincerity. Those words include legal terms such as "Contract", "Signing" and "Obligations." You may indeed have to use these words after the fact if a guest attempts to circumvent the intention of the legal document.
But in sales it is more persuasive, and just as ethical, to use equally clear but more easily accepted words. For the word "Contact" you can use "Paperwork" or "Understanding." Don't ask people to sign things when they are happier to "Approve" details. Everyone is willing to follow the "Rules" but almost no one wants to be obligated to things they do not understand.
(11) ELIMINATE WEASEL WORDS: Every beginning advertising copywriter learns about weasel words. These are the suffocating terms inexperienced writers accidentally use to weaken their message. They include terms such as "Up to", "Almost everything", "Selected Items" and so forth. Maybe a lawyer has pulled at the writers ear or the client has instructed the writer to do so without fully understanding how this alerts the consumer to the deception. Weasel words also include things like URGENT, IMPORTANT, IMMEDIATE. Not because these are bad words but because they have been so badly abused. Writers naturally discard these words as having any importance.
Would you rather go to a sale where "URGENT - Almost everything was up to 50% off?" or would you want to go to a sale where "Absolutely everything 40% Off".
In advertising or writing about your rental be explicit but make your offer bold. If you offer the low season at half off the high season rates have the guts to say so. Try not to include a lot of rules, caveats or exceptions.
(12) PUT FACTS BELOW SIGNATURE: By now you've learned these newsletters are seldom short. I like to think we are delving into some subjects that many members have never discussed. Last week the topic of Terms and Conditions required a good deal of legal jargon and accompanying explanations. So I choose to put all that beneath the signature line. You should use this same method if, let's day, you had a laundry list of directions and operating details guests needed to know prior to checking in. Write a short intro email and indicate the details are below your signature. That way the guest can see the email is from you and read the balance at a later time if they don't have right then.
(13) ASK FOR COMMITMENT (THE ORDER): So after you've written this nice little letter or email don't stop dead in your tracks and sign off. Instead, always tell the recipient what, if anything, you are asking them to do. And don't white wash it. If there is anything I have learned about selling, it is that people want to be told what to do to get what they want.
BAD: "Here is the information you requested. Thank you."
BETTER: "I'm including our brochure and rate card. Please call when you get this. The summer is booking up quickly"
(14) DROP FORMALITY: I am sure your family and friends are impressed if you are the "Vice President of Sales and Marketing," but in casual communications titles intimidate and that is something you only want to have happen in cases of severe disagreements or problems. My full names is "William Victor May" which is appropriate in some circumstances. But usually I sign letters Wm. May or Wm. and without a title.
(15) INCLUDE CONTACT INFO: And do remember to sign all email. It is amazing how many messages I receive where I am unable to determine who sent it. In the first message or two it may be warranted to include extensive contact information so the recipient is sure to find you again even if its months or years in the future. In that case I might use a signature block like this:
Jimbo Jones
Happy Days Rentals
PO Box 555
North Fork, MT 55555
Voice: 555-555-5555
Fax: 555-555-5555
Email: Jimbo@HappyDays.com
Web: www.HappyDays.com
But after a few emails, letters or phone calls it is time to switch to a more informal signature. By then the recipient knows who you are and why you are communicating with them. Repeating your contact information defeats the purpose of emphasizing familiarity. Of course, there is some information the person will find handy such as your phone number but usually so you might shorten your signature as follows:
"Jimbo Jones 555-555-5555"
SUMMARY:
If you are an accomplished writer, you may have found these tips obvious and sophomoric. But its been my observation that most executives and business owners write very few letters, sales materials or other documents. Its my theory that so many teachers have spent so much time editing and correcting and requiring strict conformance to formal writing rules that many students simply give up trying to communicate effectively and personally.
Perhaps a positive attribute of the Email phenomena is that it has prompted or even required people to put their thoughts in writing. Most of us now do more writing in a week than we used to do in a year. And if you are going to bother doing all that writing think about how these tips can help make your thoughts easy to understand, more informative and persuasive.
-------------------
INPUT:
As always I seek your input. Please share your tips, techniques, compliments, and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
In French "Pied-à-terre" means a secondary or temporary lodging. From artist's loft to country farmhouse, members Chara & Walid Halabi have three marvelous homes in Paris for your next rental. See www.ParisPiedaterre.com. (If you want your place considered for Home of the Week please drop me an email.)
FEEDBACK:
Thank you, I am very impressed with your site! My friends up in Blue Ridge will be signing up soon!
- Gary, Brooksville Florida
Glad you like it Gary. We appreciate your recruiting. Increasing membership will help us budget more owner services.
- Wm. May
ONLINE:
Please see the website section for other ideas:
- Forms & Contracts FREE downloads
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
SUBJECT: The Art of Getting your Emails Read.
----------------------------------------------------------------------------------
*** To receive this newsletter from the VROA every week and to support the Vacation Rental Industry please visit www.VROA.org and consider joining. Its just $59 per year and you'll get 10 times your moneys worth.
----------------------------------------------------------------------------------
Almost everyone loves email but spam makes it difficult for legitimate messages to get noticed. Users scan dozens if not hundreds of emails every day without much of a glance. There are some tried and true rules you can adopt to make sure your important message doesn't get tossed in the can.
Almost 30 years ago (yes I am showing my age) I operated a medium sized Advertising agency here in Seattle Washington. My training was in Mass Media, such as writing and producing advertising for Magazines, Newspaper, Radio and TV. It was a fun business because we got to spend all day every day writing and creating ads and commercials - figuring out how to get the clients message across.
AGE OLD RULES:
Mass media is much different than the personal communication we all use everyday. So when given a chance to take a letter writing course I figured it would be good training. And boy was it! The course title was boring - "How to Write Compelling Business Letters" - but what the instructor imparted were common sense tips that have proven to be just as effective in writing emails as they were in typed letters (There I go showing my age again).
So I thought I'd share some of those ideas you can use when writing emails to prospects and guests. You will notice that I have adapted them for today's email needs but I would urge you to keep them in mind when preparing letters as well. You will find these tips are wonderful for sales and customer service. But they are just as helpful in dealing with vendors, government authorities, and other kinds of contacts.
(1) WRITE PERSONALLY: Pompous letters are boring letters. Every business needs a lawyer but sales and customer service letters shouldn't sound like legal briefs. Many recipients will not read anything that is long or boring. Use the kind of familiarity you would use in writing your mother, brother or children. "Hi John" is better than "Dear Mr. Jones."
Yes people like to be respected but your goal in writing personal communications is to "breed familiarity." You don't want them to say "How does this person know me.' but instead, "How do I know this person."
## The cool thing about writing personally is that it's fun. And you don't have to follow those old grammar school rules. Show your personality. Show your enthusiasm.
(2) WRITE AS YOU SPEAK: English teachers insist on complete sentences. But readers do not. In fact, long or complicated sentences actually decrease comprehension. Its been estimated that the average person can hear and comprehend thousands of words per minute. That same person can speak up to four hundred to eight hundred words per minute but can usually only write about 40 words per minute. (Think about a typing test.) Part of the reason is that when writing we shift into a "as taught in school" mode that we casually discard when speaking. Professional writers, such as newspaper or magazine journalists, know better. They write using short, tight sentences to get your attention and keep it.
BAD: "Hello Mother this is your eldest son speaking. I would like to invite you to dinner next month. I will be happy to pay for the dinner. Call if you are interested in accepting my offer." (OK its a silly example)
BETTER: "Hi Mom, can I buy you dinner?"
(3) USE PARAGRAPHS: Have you ever gotten a 500 word email that was all one paragraph or, worse yet, one sentence? Forget what they taught you in high school and, instead, start noticing how newspapers are written. They employ short crisp sentences and short paragraphs. Many paragraphs are a single sentence. Newspaper writers and editors have been honing their craft a long while. Every article fights for the readers attention. They know they have to get out the facts quickly and bundle sentences into logical short paragraphs. You should too.
WRONG: "Mr. Jones, Enclosed herewith please find our contract for the reservation of the unit we have available at the Wapato Point Lake Chelan Resort Community. You are required to execute this legal document and return it to us within 10 days or you will lose your deposit without further notice. Wapato Point is a gated community and we require Guests to follow the rules and regulations and all state laws regarding lodging. You must checkin at the reception desk and sign further documents. If you have questions you may call me at 888-628-8989. Otherwise I await the return of the contract - Penny L. Taylor, Guest Relations Director"
RIGHT: "Hi John, Thanks for deciding to stay with us. Please return the enclosed paperwork in the next week. I'll send you the directions and rules.
Call me if you need anything else. You'll love Wapato Point.
Penny Taylor, Sunspot Vacation Rentals 888-628-8989"
============================================
This week's Sponsor: CAFE PRES Logo Merchandise
Now you can design and offer your Shirts, Caps, Mugs etc. online with your logo or slogan. No minimum. Absolutely the greatest way for promotional items. Go to www.VROA.org right hand border, click on "Design Your Own T-shirts" box in upper right hand border.
============================================
(4) USE THE CUSTOMERS NAME: No one would think of sending a letter without including the person's name at the head. Your emails may be getting only a glance from recipients as they discard spam. You can improve being noticed by including the person's first name in the Subject of the email and as the first line of the text as well. As an example, you will notice we include members names in all emails including this newsletter.
(5) CHOOSE SALUTATIONS CAREFULLY: The way a letter starts alerts the reader to whether you know them. It is always best to use a person's first name. However, and this is a big however, if you use the wrong first name you will reveal that you do not know actually know them. For example: I use William or Wm. on my correspondence. But most people call me Bill. If you phone or write and ask for William this tells me we've never met.
Choosing the correct salutation to use for many names is obvious. For "Steve Smith" you would use "Dear Steve." But if the name is "Stephen Smith" the choice is difficult. Call him "Steve" or "Stephen" and you may get it wrong. In such cases the only safe bet is to address your letter "Mr. Smith."
And what do you do with names where eve the gender is unclear? The answer is to avoid the name altogether. Normally you would never want to use a generic greeting but in the case of unknown gender its wise to resort to something like "Hello There."
(6) WRITE DESCRIPTIVE SUBJECTS: This is a goal borrowed from print advertising. Advertising copywriters can spend days writing hundreds of headlines in order to boil their headline down to the single best six words. They invest this time to draw readers to an ad that may have cost tens of thousands of dollars to run. Think about it. Drawing readers to your email messages can be as difficult as getting a magazine ad read. So the words you put in the subject will determine whether you pass the test.
- If you are sending information you want to include reference to your home or resort. Such as "Bill - Snoqualmie Pass Rental Info"
- If you are responding you might try. "Jennifer - Answers about the Caribbean Dive Shack."
- If you they really don't know you, how about "Mrs. Smith - Paris Artist Loft Info - From Louis Armond"
There is limited space for your email subject. But many are too short. Include everything important and nothing extraneous.
(7) KEEP IT SHORT: A one sentence letter can receive 20 times the readership of a 20 sentence letter. There may be certain keys that must be covered and require a letter to be longer than desirable. But the text of the letter should be as short as possible without eliminating crucial data. On the other hand, the text area allows unlimited space and sometimes you must use it to fully answer questions or provide essential information.
(8) USE ASSUMPTIONS: Emails and letters are not essays or term papers. You don't need elaborate explanations and references and footnote like descriptions. When someone calls about your home in the Great Smokey mountains you do not need to where they are. Assume callers have some knowledge. Of course, if you detect that they think the Great Smokies are in Colorado you'll want to ask a few questions and make sure they really want to stay in your location.
(9) DON'T OMIT POINTS: This may sound contrary to the tip just above, but writers often fail to include the most basic of information. If you require that rent, cleaning fee and deposit be paid in advance you must be careful to always discuss them all together. This will eliminate confusion and disagreements at later dates.
BAD: "The rent is only $250 per night."
BETTER: "The rent is only $250 per night (plus cleaning and deposit)."
(10) ELIMINATE OFFENSE WORDS: No I'm not talking about profanity. But there are certain words that scare people or cause them to question your sincerity. Those words include legal terms such as "Contract", "Signing" and "Obligations." You may indeed have to use these words after the fact if a guest attempts to circumvent the intention of the legal document.
But in sales it is more persuasive, and just as ethical, to use equally clear but more easily accepted words. For the word "Contact" you can use "Paperwork" or "Understanding." Don't ask people to sign things when they are happier to "Approve" details. Everyone is willing to follow the "Rules" but almost no one wants to be obligated to things they do not understand.
(11) ELIMINATE WEASEL WORDS: Every beginning advertising copywriter learns about weasel words. These are the suffocating terms inexperienced writers accidentally use to weaken their message. They include terms such as "Up to", "Almost everything", "Selected Items" and so forth. Maybe a lawyer has pulled at the writers ear or the client has instructed the writer to do so without fully understanding how this alerts the consumer to the deception. Weasel words also include things like URGENT, IMPORTANT, IMMEDIATE. Not because these are bad words but because they have been so badly abused. Writers naturally discard these words as having any importance.
Would you rather go to a sale where "URGENT - Almost everything was up to 50% off?" or would you want to go to a sale where "Absolutely everything 40% Off".
In advertising or writing about your rental be explicit but make your offer bold. If you offer the low season at half off the high season rates have the guts to say so. Try not to include a lot of rules, caveats or exceptions.
(12) PUT FACTS BELOW SIGNATURE: By now you've learned these newsletters are seldom short. I like to think we are delving into some subjects that many members have never discussed. Last week the topic of Terms and Conditions required a good deal of legal jargon and accompanying explanations. So I choose to put all that beneath the signature line. You should use this same method if, let's day, you had a laundry list of directions and operating details guests needed to know prior to checking in. Write a short intro email and indicate the details are below your signature. That way the guest can see the email is from you and read the balance at a later time if they don't have right then.
(13) ASK FOR COMMITMENT (THE ORDER): So after you've written this nice little letter or email don't stop dead in your tracks and sign off. Instead, always tell the recipient what, if anything, you are asking them to do. And don't white wash it. If there is anything I have learned about selling, it is that people want to be told what to do to get what they want.
BAD: "Here is the information you requested. Thank you."
BETTER: "I'm including our brochure and rate card. Please call when you get this. The summer is booking up quickly"
(14) DROP FORMALITY: I am sure your family and friends are impressed if you are the "Vice President of Sales and Marketing," but in casual communications titles intimidate and that is something you only want to have happen in cases of severe disagreements or problems. My full names is "William Victor May" which is appropriate in some circumstances. But usually I sign letters Wm. May or Wm. and without a title.
(15) INCLUDE CONTACT INFO: And do remember to sign all email. It is amazing how many messages I receive where I am unable to determine who sent it. In the first message or two it may be warranted to include extensive contact information so the recipient is sure to find you again even if its months or years in the future. In that case I might use a signature block like this:
Jimbo Jones
Happy Days Rentals
PO Box 555
North Fork, MT 55555
Voice: 555-555-5555
Fax: 555-555-5555
Email: Jimbo@HappyDays.com
Web: www.HappyDays.com
But after a few emails, letters or phone calls it is time to switch to a more informal signature. By then the recipient knows who you are and why you are communicating with them. Repeating your contact information defeats the purpose of emphasizing familiarity. Of course, there is some information the person will find handy such as your phone number but usually so you might shorten your signature as follows:
"Jimbo Jones 555-555-5555"
SUMMARY:
If you are an accomplished writer, you may have found these tips obvious and sophomoric. But its been my observation that most executives and business owners write very few letters, sales materials or other documents. Its my theory that so many teachers have spent so much time editing and correcting and requiring strict conformance to formal writing rules that many students simply give up trying to communicate effectively and personally.
Perhaps a positive attribute of the Email phenomena is that it has prompted or even required people to put their thoughts in writing. Most of us now do more writing in a week than we used to do in a year. And if you are going to bother doing all that writing think about how these tips can help make your thoughts easy to understand, more informative and persuasive.
-------------------
INPUT:
As always I seek your input. Please share your tips, techniques, compliments, and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
In French "Pied-à-terre" means a secondary or temporary lodging. From artist's loft to country farmhouse, members Chara & Walid Halabi have three marvelous homes in Paris for your next rental. See www.ParisPiedaterre.com. (If you want your place considered for Home of the Week please drop me an email.)
FEEDBACK:
Thank you, I am very impressed with your site! My friends up in Blue Ridge will be signing up soon!
- Gary, Brooksville Florida
Glad you like it Gary. We appreciate your recruiting. Increasing membership will help us budget more owner services.
- Wm. May
ONLINE:
Please see the website section for other ideas:
- Forms & Contracts FREE downloads
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
Monday, November 24, 2003
VROA COMPLIMENTARY NEWSLETTER - November 24, 2003
SUBJECT: All about Guest Terms & Conditions.
----------------------------------------------------------------------------------
*** To receive this newsletter from the VROA every week and to support the Vacation Rental Industry please visit www.VROA.org and consider joining. Its just $59 per year and you'll get 10 times your moneys worth.
-----------------------------------------------------------------------------------
Writing and enforcing firm but fair "Terms & Conditions" enhances Guest enjoyment and allows for the operation of your rental home that is safe and secure. If you haven't already put it on your list today to spell out your rules, include them with Guest confirmations and post them on your website.
After last week's topic of making your Guest agreement enforceable I received a lot of comments and questions. So this week its time to provide the reasoning for some of the provisions in the sample Terms & Conditions form I referred to and that is available free online to members. Because this is a lot of text I am organizing this week's news letter as follows:
- First I'll print the paragraphs so you can see the actual language:
- Then I'll follow each with an explanation of why it important.
My goal in all this is not to make us all lawyers (I certainly am not one) but to impress upon owners how important establishing their legal terms of service is. If you are lucky, like most owners you'll never have a major legal episode. But you will probably have little issues and the way to avoid what could be a heavy cost is to be prepared and well documented.
Because the discussion of Terms & Conditions is so lengthy I have chosen to paste it below the signature line. Please take a look at it there.
INPUT:
As always I seek your input. Please share you tips, techniques compliments and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
Buying a vacation home stars as a dream for most of us. Take a look at Rob & Kate's place on Alligator Point 45 miles south of Tallahassee Florida. It's Kate's Dream. I think I could see myself sitting on their deck for a week or two. See www.AlligatorPoint.org.
*** If you want your place considered for Home of the Week please drop me an email.
FEEDBACK:
I love your newsletter!! I had received a bed and breakfast newsletter and hoped there might be one aimed at VR owners. We have been at this for 2 years now and really LOVE it. Definitely be money well spent!
- Mary & Duane, Black Missouri
Mary & Duane, That's why many of us buy a rental house - its fun to have guests. I sometimes talk too much about legal and worry about undesirable details but the huge percentage of guests are wonderful.
- Wm. May
SAMPLES ON LINE:
You can download samples of Contracts, Booking Confirmation and a Terms and Conditions form on the website www.VROA.org. Before using any sample forms always have your attorney review them. We can not guarantee they are appropriate for you or your area.
Please see the website section for other ideas:
- Forms & Contracts FREE downloads
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
TERMS & CONDITIONS DISCUSSION
(a sample from Sunspot Vacation Rentals)
......................................
These are the Terms & Conditions upon which Sunspots Vacation Rentals provides the use of private vacation homes and they constitute an Agreement with Guests who make a booking with Sunspots.
SUNSPOTS: Sunspots, a division of TaylorMay Services LLC ("Sunspots") offers homes owned by one of its affiliated parties, or by third party property owners making homes available under contract to Sunspots.
GUEST: The person booking a Unit from Sunspots ("Guest" or "Guests") warrants they are of legal age and reside in the United States and that by phone, fax, email, on-line form or in person, they booked a vacation Unit as specified by the Booking Confirmation form ("Confirmation"). Guest confirms they were advised of the terms of the Booking at the time of purchase and, on behalf of themselves and their Invitees, agree to abide by these Terms & Conditions and such other instructions, directions and rules as Sunspots specifies. These terms govern Guest's current and future bookings unless otherwise later altered by Sunspots.
UNITS: Sunspots grants Guest the right to use the named Unit(s) including access to the Unit's improvements, furniture and fixtures interior and exterior. Guest may not begin occupancy prior to the Start Date/Time and must vacate the Unit no later than the End Date/Time. Earlier or Later occupancy will incur additional charges as noted herein as Holdover.
---> These first few paragraphs spell out who and what is covered by the documents. This means you, your guest and the vacation home. We call them Units but you can simply call it the "home" or even use its name such as "The Totem House."
......................................
CONFIGURATION: The Confirmation is the approximate configuration of the Unit. All beds come with linens, blankets and bedspreads. Sleepers may mean a sleeper sofa or a coach futon. Some beds may be bunks. The exact configuration may vary before the first date of occupancy. There will be sufficient sleeping accommodations for the number of Invitees but necessarily for the maximum occupants.
---> Failure to include this section could require you to provide credits to guests if you remove a piece of furniture or rearrange beds.
......................................
GUARANTEED RESERVATION: The Booking is on a Guaranteed Reservation basis. Barring emergencies or other problems beyond Sunspots control, Sunspots agrees to provide the Unit to Guest on the dates indicated. In return, Guest agrees the booking is not cancelable unless, at Guest's later request, Sunspots is able to sell Guest's dates to a third party at equal or better rates; in which case Guest's payments will be refunded less a cancellation fee.
--->Last week I explained why required "Guaranteed" reservations is fair to both you and the Guest. In short, if you are going to tie-up a $100 to $1,000,000 asset for a guests it is unwise to allow them to back out of the arrangement later. Depending on how competitive your resort area is this may not be feasible for you. Some owners allow for last minute payments and short notice cancellations. But remember you don't really have to.
......................................
TRAVEL INSURANCE: Because the Booking is not cancelable by Guest, Sunspots recommends that Guest purchase Travel Insurance to cover the cost of this Booking and any other costs, such as airfare, related to its occupancy. Refunds are not available due to travel delays, weather or access problems.
--->Reminding guests to buy travel insurance reinforces that you are selling a non-cancelable booking. Plus its good sense too. Large property management firms create a profit opportunity by actually selling the insurance and earning a premium. You can do it too.
============================================
This week's Sponsor: VACATION RENTALS WORLDWIDE
For VROA members - Free Vacation Rental Listing or 6 months - No Strings Attached. Including up to 3 photos on fast and efficient site. www.VRworldwide.com
============================================
......................................
INVITEES: Unless otherwise agreed in writing, Sunspots only books homes for the use of the Guest and their immediate or extended family members ("Invitees"). Guest agrees to inform Invitees of these Terms & Conditions and Sunspots Rules and is responsible for their conformance to them. No one may occupy the Unit at any time, even as drop in guests, who are not registered invitees.
---> If you don't limit who can visit the home you are essentially inviting the world to squat in your house. Your confirmation form must specify the number of adults, children and total.
......................................
USE FEE: Guest will pay a "Use Fee" for the dates indicated. Should occupancy, at any time, exceed the Maximum Occupants noted, Guest will pay an additional $50 per person per day (or part). For exceeding the maximum vehicles allowed at the Unit Guest will pay an additional $50 per vehicle per day (or part). Guest agrees, upon demand from Sunspots, to provide a list of all people who were in the Unit during Guest's occupancy including persons' names, addresses and phone numbers.
--->Are occupants renting your home or simply being given the option of using it. In many jurisdictions there is a difference. Calling their stay a "Use" begins to clarify that they are Guests and not Tenants.
......................................
CLEANING: There is no daily maid services but Sunspots will have Unit cleaned prior to Guest's arrival. Guest may request cleaning services in accordance with the Services Paragraph of these Terms & Conditions. Guest will keep the Unit clean and in good order during occupancy and to leave it in the same condition it was found at the Start Date/Time. Sunspots will have the Unit cleaned after Guest vacates for which Guest agrees to pay the Cleaning Fee(s). Should the term of occupancy be for more than ten days, Sunspots may have the Unit cleaned each week or portion thereof at Guest's cost and at the same cleaning price noted in the Confirmation. Sunspots will charge Guest for excess cleaning defined as greater than would be required for usual and normal for vacation use by not more than the number of Invitees.
---> Sure you are going to provide out-cleaning, but for how many occupants? And, always ask to do interim clean for longer stays. The more days they stay the more dirt you'll find.
......................................
SECURITY DEPOSIT: As security for damages or other charges, Guest will pay Sunspots, at the time of booking, a Security Deposit that Sunspots may deposit into its general bank accounts and not into a segregated account. The Deposit will not bear interest and Sunspots will return the Deposit, less any overages, to Guest within 45 ' can be repaired.
---> Be clear that they are responsible for damages and always charge for costs return for that Guests incur. Some owners have switched to a Damage Waiver system where the Guests pays a smaller non-refundable fee and is exempt for non-intentional damage up to a set amount such as $1,000. We'll be discussing this in an upcoming newsletter.
......................................
HOLD OVER: In the event that Guest, contrary to the terms of the Guest Confirmation, enters the Unit before the Start Date/Time or remains in Unit past the End Date/Time, Guest will pay Sunspots for each day or partial day in an amount equal the amount Sunspots pays to other Guests resulting from Guest's Hold Over, or double the daily rate, whichever is greater.
---> Guests who do not leave when scheduled can make your life a nightmare. There must be strong penalties for the grief they will cause you.
......................................
PAYMENT: Guest will make payment of charges called for in the Confirmation. If paid by credit card, Sunspots is authorized to charge Guest's card for the Deposit immediately and for the other charges on the other dates indicated on the Confirmation and for any overages when they occur. If paid by check, Guest will make payment on or before the dates indicated and, if unpaid by the deadline, Sunspots may charge such payments to Guest's credit card. If Guest fails to pay by the deadlines, or Guest's check is returned unpaid by Guest's bank, or Guest's credit card is declined by its issuer, Sunspots may cancel the Booking, and sell Guest's dates to any third party without notice to Guest in accordance with the LATE PAYMENTS AND CANCELLATIONS paragraph. Guest will be charged $50 fee for returned checks or dishonored credit card charges. Sunspots may charge Guest a late fee equal to Twenty Dollars ($20) per day for past due payments.
---> Most of us take reservations over the phone and then wait for some or all of the money plus the paperwork. It puts you in a precarious situation. Explain your payment policies at the time of sale and then put them in writing so they are enforceable.
......................................
CREDIT CARDS: Guest warrants that Credit Card ("Card") information is correct, that the card has sufficient available credit for all charges and any overages and that the Card will not be cancelled or charges dishonored or disputed with Guest's credit card issuer. Should the Guest's Card expire or be terminated while Guest has charges due, Guest will provide Sunspots with the name, number and expiration date of a replacement card that can then be used as payment for Guest's charges.
--->Credit cards have expiration dates. So what happens if your guest books many months in advance and then their card expires? You must have a mechanism for getting paid..
......................................
SUNDRIES: Sunspots supplies minimum sundries for the unit such as paper towels, toilet paper and coffee filters sufficient for a single days use by the stated number of invitees. Guest will provide additional sundries and supplies greater than those noted above. Guest and Invitees are reminded to bring sunscreen, toiletries, food, laundry detergent and other personal items.
---> Do you allow Guests all the Sundries they can steal? Most owner's find it best not to tempt people. Providing a day's worth is courteous and its not unreasonable for them to buy as much toilet paper as their little hearts desire.
......................................
SERVICES. Unit may be distant from Sunspots office, staff and service personnel or vendors. Should Guest request services or assistance, Sunspots will make reasonable effort to respond to issues during usual business hours and within the limitations of time, distance and expense as it sees fit. Guest accepts that Sunspots may be unable to address during Guests occupancy. Sunspots inability to address requests during occupancy will not be reason for reduction of the Use or other Fees. In the event Guest requests service for issues caused by the Guest, Sunspots will charge the Guest for Staff and Vendor time and materials required to provide the service. Guest will not be charged for services or problems not caused by Guest.
--->Probably you seldom hear from Guests during their stay. But some visitors are constant whiners - usually requesting goods or services that you did not agree to provide. If they have a problem then you are bound to do your best to help them. But if they demand all kinds of services that are not your problem then the answer is to
simply charge for them - rather than refuse them. No hotel in the world gives away anything. Neither should you
......................................
OVERAGES: In addition to the charges indicated in the Booking Confirmation, Guest agrees to pay for charges, if any, incurred or caused by Guest during their stay ("Overages"). Such charges may include, but are not limited to, Guest's unpaid Resort charges or penalties, occupancy exceeding that stated in the Confirmation, service requests, occupancy hold over, damages, excess cleaning services, replacement of keys or re-keying or resetting of locks or lock boxes, occupancy and/or sales taxes, long distance, fees for smoking, excess noise, or having pets in the Unit, missing items, or other violations of Sunspots, Resort, or Homeowner Association rules, late charges, finance charges, etc. Handling charges are added to all such costs. If overages exceed the Deposit, Sunspots may immediately charge Guest's credit card or, at Sunspots option, make verbal or written demand to Guest for payment of overages. In the event Sunspots is unable to accurately ascertain overages at the time they are discovered Sunspots is authorized to charge an approximate amount and later make adjustments to reflect the actual charges.
---> You'll have a hard time charging guests for damages, services and so forth unless you put them on notice that these things costs money. And be sure to add handling charges because everything they cause you to bill for takes your time and effort.
......................................
GUEST OBLIGATIONS: Guest agrees to abide by these Terms & Conditions and to follow the Unit Rules and Instructions, as attached here, as posted at the Unit, as specified in a "Unit Services" book sometimes located in the Unit or as later instructed verbally or in writing. In particular, Guest will:
- Utilize the Unit only for family vacation use and for no other purpose without the prior written approval of Sunspots. Will not conduct parties or any gathering that inc
eases occupancy to greater than the Maximum Occupants. To properly use and operate the electrical, gas, heating, air condition, plumbing and other fixtures, appliances, furnishings and amenities. Guest will vigorously enforce Sunspots' NO SMOKING RULE, NO PETS and NO NOISE rules.
- Not do or permit anything to be done in or about the premises which will, in any way, obstruct or interfere with the rights of Sunspots, Owner, Resort Management, Law Enforcement, neighbors or other home owners or guests or injure or annoy them or use or allow the premises to be used for any improper, immoral, unlawful or objectionable purpose, nor will Guest cause or maintain or permit any nuisance in on or about the premises. Guest will not operate any equipment in the Unit unless provided by Sunspots.
- Not destroy, deface, impair or remove any part of the Unit, its appurtenances, facilities, equipment, furniture, furnishings, appliances or fixtures. Not make copies of keys or reveal key codes to any other person. Not sublet the Unit under any circumstances.
- Return all furniture, kitchen and dining utensils, appliances, books, phones, recreational equipment etc. to their original positions. Leave all TV remote controls, garage controls and other non-fixed equipment in their original locations.
--->You would think these warnings would be commonly understood by Guests. And in most locations a court would require Guests to pay for damages even if your contract was not specific. But this paragraph serves as just another notice to Guests of what their obligations are. Most people just want to know the rules so they can abide by them.
......................................
CHECKIN & CHECKOUT: Upon arrival at the Unit, Guest will complete and follow Sunspots' "Guest Checklist" and will alert Sunspots by phone (or voicemail) at (888) 628-8989 of any irregularities or problems noted in the Unit. Upon departure Guest will return the Guest Checklist (along with keys, if any) to Sunspots by mail or fax within 7 days. The Toll Free fax is (888) 628-0839.
---> If your resort has a front desk or you personally checkin checkout the guest then you don't need a checklist. But this method works great for distant offices. Some of our homes are 3,500 miles away.
......................................
ISSUES: During occupancy Guest agrees to immediately notify Sunspots by phone (or voice mail) of any issues or problems with the Unit, or damage to the Unit or its contents or of any conflicts between Guest, Resort, legal authorities or others. Failure to report issues may subject Guest to charges for repair or replacement.
---> Guests are your eyes and ears at your home. They need to let you know what breaks even if its not their responsibility to pay for.
......................................
DAMAGES: Unit(s) contains artwork, furniture and fixtures, machinery and equipment and other amenities. Guest will pay for any damages Guest causes including repairs, replacements, eviction, services calls, fines, assessments, cleaning, maintenance, customer service, accounting and other staff time at Sunspots usual rates, costs plus taxes and handling and the loss of subsequent income during the repair period. Guest also agrees to pay additional fees for violations of the Terms & Conditions, such as allowing pets in Unit ($500 charge), or smoking in the Unit, violation of Noise Rules ($500 charge), according to Sunspots rate schedule a copy of which is available to Guest upon request.
---> This paragraph further defines that Guest must pay for what they break. Plus it puts teeth in prohibitions against major concerns such as pets, smoking, noise, etc. If you don't define these penalties you probably can't charge them.
......................................
INSPECTION: Because the Unit is for vacation lodging use and not for long-term rental, Sunspots may enter Guest's space, with or without notice at any time, for the purposes of inspection, maintenance, cleaning, rental or sale showings or for whatever other purpose it deems necessary. When entering, Sunspots staff will knock to announce themselves and allow Guest sufficient time to respond.
---> Ever had a Guest call about a dripping pipe only to leave th home so you couldn't get in? In most jurisdictions short-term tenants are not covered by landlord-tenant statutes thai make it difficult to enter your own home. But make sure you clarify that you will be coming and going from the unit even if the guest is out.
......................................
AMENITIES: Use Fees are only for the occupancy of the Unit and use of its basic features. For the pleasure of Guests and without additional compensation, amenities are sometimes provided such as hot tubs, pools, artwork, televisions, stereos, phones, faxes, internet access, sporting goods, toys, games, house and pool/beach towels, patio furniture, furniture, dishes/flatware/pans, etc. Amenities sometimes malfunction, become worn, are out for repair, are replaced or are removed by Owner or prior Guests. Sunspots will endeavor to have these amenities on hand and functioning but can not guarantee availability at all times. Changes in decor or unavailability of amenities, or inconveniences such as power outages, adverse road and/or weather conditions, acts of God, area construction, allergic reactions, will not be reason for reduction of the Use Fee nor the payment of damages to Guest.
---> The more amenities you have in the home for Guest enjoyment the more likely that something will break. Give yourself room to upgrade, change or alter what you offer. Guest don't deserve a credit when you improve the home or have to make repairs.
.. ................................
LOST & FOUND: There is no Safe in the Unit so Guest agrees to make their own provision for storage of valuables or to not bring valuables. Sunspots accepts no responsibility for loss of valuables or articles left at the Unit during Guest's stay. Sunspots may hold articles left in the Unit for a period of 30 days. Guest may call Sunspots to identify and claim lost items. Identified articles can be shipped at Guest's cost. Articles unclaimed for 30 days will be discarded, donated to charity or sold as Sunspots sees fit. Sunspots will retain proceeds from the sale as a fee for handling.
---> Some jurisdictions require owners to provide safes of guest valuables. Learn your local laws and include a paragraph that defines what you will and will not do.
......................................
UNIT EXPENSES: Guest is not liable for charges for heat, electricity, water, sewage, garbage or other public utilities, normal and usual maintenance, taxes or other operating costs unless Guest's usage of utilities is greater than would be normal and usual for the number of Invitees. Guest will follow Sunspots rules and instructions for the use of utilities and equipment such as heating/air conditioning and are responsible for repair costs that may come about due to Guests misuse. In the event that Unit Expenses, during Guest's occupancy, are greater than would be normal and usual, Sunspots may impose a surcharge to Guest in an amount sufficient to recover excess costs incurred during Guest's occupancy, plus handling.
---> We've never had it happen but what would you do if the guest has a birthday party and leaves behind stacks of cardboard. In many locations it costs money to haul away and dispose of excess garbage. Protect yourself from unusual costs.
......................................
LATE PAYMENT & CANCELLATION: Should Guest fail to pay as agreed, or requests a cancellation, Sunspots may sell Guest's dates to any third party. If Sunspots is able to re-sell Guest's dates to a third party at net rates at least equal to those charged to Guest, Sunspots will refund Guest's Use Fee less a Re-Booking fee equal to Fifteen Percent (15%) of the Use Fee or $100 whichever is greater. If only some of the dates are sold then refunds will only be made for those dates sold. No refund will be allowed if Sunspots is unable to re-sell Guest's dates to a third party. In the event the Unit becomes unavailable for use for whatever reason (such as fire, water or other damage, owner remodeling, change of zoning or taxation rules, Owner's sale of the Unit, Owner's failure to purchase Unit, termination of Sunspots' management agreement, or any other problem beyond Sunspots' control) Sunspots may cancel the Booking and return Guest's payments, or may transfer Guest's booking to a comparable or better unit of Sunspots choosing.
---> Be clear about payment terms and penalties. We didn't use to charge a re-booking fee until we realized that re-selling the dates really means double the work for us.
......................................
TERMINATION: Sunspots reserves the right to immediately terminate the Booking and occupancy of Guest and Invitees with or without notice in the event that Sunspots believes the Guest or Invitees have done or intend to do any act that violates these Terms & Conditions, Sunspots rules, verbal or written instructions given to Guest or notices posted at the Unit, or that is in violation of any applicable Federal, State or Local statute, or which is not in the good interest of the Owner, Sunspots or other Sunspots guests, or which will be objectionable to neighbors, the home owners group, or resort management. If terminated Sunspots may enter the Unit without notice and require Guest and Invitees to immediately vacate the Unit. Should Guest fail to vacate, law enforcement officials may be called to remove Guest & Invitees. Guest will not be entitled to refund for any payments if this Agreement is terminated. The Guest may not terminate the Booking without the expressed written consent of Sunspots.
---> Did you know that, under the law, the word "cancel" and "terminate" do not mean the same thing? Its obvious to me now, but when I was first in business (A different industry) I made a tragic mistake of saying a customer could cancel his 12 month agreement at any time. He did so at the 11th month and wanted his money back for the 10 months of service we had provided. Luckily the judge saw through the ruse. Be careful to explain who "terminate" and when and why.
......................................
INSURANCE: Sunspots or Owner will maintain reasonable and usual Property and Casualty Insurance on the premises but are not obligated to carry insurance for theft. Guest hereby agrees and relieves Sunspots and Owner and waives its entire right of recovery against Sunspots and Owner for loss, damage, injury, disability or death arising out of or incident to the perils described in standard fire insurance policies approved for the use in state where the Unit is located, whether due to the negligence of Owner, Sunspots and its agents, employees or otherwise. Guest agrees to maintain personal or homeowner insurance that would cover Sunspots and Owner in the event of damage, destruction or liability caused by Guest's actions whether intentional or not. In no case will Sunspots or Owner be responsible for loss of use, or other damages to Guest resulting from Guest's use of the Unit or damages or events beyond the control of the Sunspots and Owner.
---> What is something big goes wrong? Who pays and will their insurance cover it? Get your insurance agent's instructions and have your attorney be explicit in setting out the insurance requirements.
......................................
ENTIRE AGREEMENT: The Confirmation and these Terms & Conditions constitute the final and complete understanding between the parties hereto and no other representations or promises, verbal or otherwise, have been made. The Terms & Conditions supersede all previous agreements between the parties. Sunspots may make modifications to the Terms & Conditions at any time by notice to Guest or by posting to www.Sunspots.org. Failure to enforce any of the Terms & Conditions, Confirmation, Sunspot Rules or subsequent agreement between the parties, will not be construed as a waiver of other provisions. If any portion of the Terms & Conditions, Confirmation Sunspot Rules or subsequent agreements are determined to be invalid, illegal or unenforced all other conditions will nevertheless remain in full force and effect.
---> If you allow them Guests will make all kinds of claims of verbal assurances you never made. Limit the agreement to what is in writing. And, make sure you can alter the terms if need be.
......................................
LITIGATION: These Terms & Conditions will be governed in accordance with the laws of the state where the Unit is located. Any claim will be settled by action in the Court have jurisdiction where the Unit is located. In the case of litigation, or past due billings, Guest will be pay for Sunspots' and Owner's staff time charges for collection letters, faxes, emails, phone calls, meetings and court time, Late Charges, Damages, reasonable attorneys' fees, pre and post judgment Interest at twelve percent (12%) per annum, attendant Court and other Costs and Expenses.
---> With luck you'll go decades and never have a legal problem. In most jurisdictions the loser in a court action pays the legal costs of the prevailing party. But write it down here so the Judge won't get to decide about that later.
...............................
Revised 11/09/03
---> This seems like a no-brainer, but be sure to date your terms and conditions because you'll probably be altering it from time to time and need to know which "contract": you are bond by for a given guest.
SUBJECT: All about Guest Terms & Conditions.
----------------------------------------------------------------------------------
*** To receive this newsletter from the VROA every week and to support the Vacation Rental Industry please visit www.VROA.org and consider joining. Its just $59 per year and you'll get 10 times your moneys worth.
-----------------------------------------------------------------------------------
Writing and enforcing firm but fair "Terms & Conditions" enhances Guest enjoyment and allows for the operation of your rental home that is safe and secure. If you haven't already put it on your list today to spell out your rules, include them with Guest confirmations and post them on your website.
After last week's topic of making your Guest agreement enforceable I received a lot of comments and questions. So this week its time to provide the reasoning for some of the provisions in the sample Terms & Conditions form I referred to and that is available free online to members. Because this is a lot of text I am organizing this week's news letter as follows:
- First I'll print the paragraphs so you can see the actual language:
- Then I'll follow each with an explanation of why it important.
My goal in all this is not to make us all lawyers (I certainly am not one) but to impress upon owners how important establishing their legal terms of service is. If you are lucky, like most owners you'll never have a major legal episode. But you will probably have little issues and the way to avoid what could be a heavy cost is to be prepared and well documented.
Because the discussion of Terms & Conditions is so lengthy I have chosen to paste it below the signature line. Please take a look at it there.
INPUT:
As always I seek your input. Please share you tips, techniques compliments and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
Buying a vacation home stars as a dream for most of us. Take a look at Rob & Kate's place on Alligator Point 45 miles south of Tallahassee Florida. It's Kate's Dream. I think I could see myself sitting on their deck for a week or two. See www.AlligatorPoint.org.
*** If you want your place considered for Home of the Week please drop me an email.
FEEDBACK:
I love your newsletter!! I had received a bed and breakfast newsletter and hoped there might be one aimed at VR owners. We have been at this for 2 years now and really LOVE it. Definitely be money well spent!
- Mary & Duane, Black Missouri
Mary & Duane, That's why many of us buy a rental house - its fun to have guests. I sometimes talk too much about legal and worry about undesirable details but the huge percentage of guests are wonderful.
- Wm. May
SAMPLES ON LINE:
You can download samples of Contracts, Booking Confirmation and a Terms and Conditions form on the website www.VROA.org. Before using any sample forms always have your attorney review them. We can not guarantee they are appropriate for you or your area.
Please see the website section for other ideas:
- Forms & Contracts FREE downloads
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
TERMS & CONDITIONS DISCUSSION
(a sample from Sunspot Vacation Rentals)
......................................
These are the Terms & Conditions upon which Sunspots Vacation Rentals provides the use of private vacation homes and they constitute an Agreement with Guests who make a booking with Sunspots.
SUNSPOTS: Sunspots, a division of TaylorMay Services LLC ("Sunspots") offers homes owned by one of its affiliated parties, or by third party property owners making homes available under contract to Sunspots.
GUEST: The person booking a Unit from Sunspots ("Guest" or "Guests") warrants they are of legal age and reside in the United States and that by phone, fax, email, on-line form or in person, they booked a vacation Unit as specified by the Booking Confirmation form ("Confirmation"). Guest confirms they were advised of the terms of the Booking at the time of purchase and, on behalf of themselves and their Invitees, agree to abide by these Terms & Conditions and such other instructions, directions and rules as Sunspots specifies. These terms govern Guest's current and future bookings unless otherwise later altered by Sunspots.
UNITS: Sunspots grants Guest the right to use the named Unit(s) including access to the Unit's improvements, furniture and fixtures interior and exterior. Guest may not begin occupancy prior to the Start Date/Time and must vacate the Unit no later than the End Date/Time. Earlier or Later occupancy will incur additional charges as noted herein as Holdover.
---> These first few paragraphs spell out who and what is covered by the documents. This means you, your guest and the vacation home. We call them Units but you can simply call it the "home" or even use its name such as "The Totem House."
......................................
CONFIGURATION: The Confirmation is the approximate configuration of the Unit. All beds come with linens, blankets and bedspreads. Sleepers may mean a sleeper sofa or a coach futon. Some beds may be bunks. The exact configuration may vary before the first date of occupancy. There will be sufficient sleeping accommodations for the number of Invitees but necessarily for the maximum occupants.
---> Failure to include this section could require you to provide credits to guests if you remove a piece of furniture or rearrange beds.
......................................
GUARANTEED RESERVATION: The Booking is on a Guaranteed Reservation basis. Barring emergencies or other problems beyond Sunspots control, Sunspots agrees to provide the Unit to Guest on the dates indicated. In return, Guest agrees the booking is not cancelable unless, at Guest's later request, Sunspots is able to sell Guest's dates to a third party at equal or better rates; in which case Guest's payments will be refunded less a cancellation fee.
--->Last week I explained why required "Guaranteed" reservations is fair to both you and the Guest. In short, if you are going to tie-up a $100 to $1,000,000 asset for a guests it is unwise to allow them to back out of the arrangement later. Depending on how competitive your resort area is this may not be feasible for you. Some owners allow for last minute payments and short notice cancellations. But remember you don't really have to.
......................................
TRAVEL INSURANCE: Because the Booking is not cancelable by Guest, Sunspots recommends that Guest purchase Travel Insurance to cover the cost of this Booking and any other costs, such as airfare, related to its occupancy. Refunds are not available due to travel delays, weather or access problems.
--->Reminding guests to buy travel insurance reinforces that you are selling a non-cancelable booking. Plus its good sense too. Large property management firms create a profit opportunity by actually selling the insurance and earning a premium. You can do it too.
============================================
This week's Sponsor: VACATION RENTALS WORLDWIDE
For VROA members - Free Vacation Rental Listing or 6 months - No Strings Attached. Including up to 3 photos on fast and efficient site. www.VRworldwide.com
============================================
......................................
INVITEES: Unless otherwise agreed in writing, Sunspots only books homes for the use of the Guest and their immediate or extended family members ("Invitees"). Guest agrees to inform Invitees of these Terms & Conditions and Sunspots Rules and is responsible for their conformance to them. No one may occupy the Unit at any time, even as drop in guests, who are not registered invitees.
---> If you don't limit who can visit the home you are essentially inviting the world to squat in your house. Your confirmation form must specify the number of adults, children and total.
......................................
USE FEE: Guest will pay a "Use Fee" for the dates indicated. Should occupancy, at any time, exceed the Maximum Occupants noted, Guest will pay an additional $50 per person per day (or part). For exceeding the maximum vehicles allowed at the Unit Guest will pay an additional $50 per vehicle per day (or part). Guest agrees, upon demand from Sunspots, to provide a list of all people who were in the Unit during Guest's occupancy including persons' names, addresses and phone numbers.
--->Are occupants renting your home or simply being given the option of using it. In many jurisdictions there is a difference. Calling their stay a "Use" begins to clarify that they are Guests and not Tenants.
......................................
CLEANING: There is no daily maid services but Sunspots will have Unit cleaned prior to Guest's arrival. Guest may request cleaning services in accordance with the Services Paragraph of these Terms & Conditions. Guest will keep the Unit clean and in good order during occupancy and to leave it in the same condition it was found at the Start Date/Time. Sunspots will have the Unit cleaned after Guest vacates for which Guest agrees to pay the Cleaning Fee(s). Should the term of occupancy be for more than ten days, Sunspots may have the Unit cleaned each week or portion thereof at Guest's cost and at the same cleaning price noted in the Confirmation. Sunspots will charge Guest for excess cleaning defined as greater than would be required for usual and normal for vacation use by not more than the number of Invitees.
---> Sure you are going to provide out-cleaning, but for how many occupants? And, always ask to do interim clean for longer stays. The more days they stay the more dirt you'll find.
......................................
SECURITY DEPOSIT: As security for damages or other charges, Guest will pay Sunspots, at the time of booking, a Security Deposit that Sunspots may deposit into its general bank accounts and not into a segregated account. The Deposit will not bear interest and Sunspots will return the Deposit, less any overages, to Guest within 45 ' can be repaired.
---> Be clear that they are responsible for damages and always charge for costs return for that Guests incur. Some owners have switched to a Damage Waiver system where the Guests pays a smaller non-refundable fee and is exempt for non-intentional damage up to a set amount such as $1,000. We'll be discussing this in an upcoming newsletter.
......................................
HOLD OVER: In the event that Guest, contrary to the terms of the Guest Confirmation, enters the Unit before the Start Date/Time or remains in Unit past the End Date/Time, Guest will pay Sunspots for each day or partial day in an amount equal the amount Sunspots pays to other Guests resulting from Guest's Hold Over, or double the daily rate, whichever is greater.
---> Guests who do not leave when scheduled can make your life a nightmare. There must be strong penalties for the grief they will cause you.
......................................
PAYMENT: Guest will make payment of charges called for in the Confirmation. If paid by credit card, Sunspots is authorized to charge Guest's card for the Deposit immediately and for the other charges on the other dates indicated on the Confirmation and for any overages when they occur. If paid by check, Guest will make payment on or before the dates indicated and, if unpaid by the deadline, Sunspots may charge such payments to Guest's credit card. If Guest fails to pay by the deadlines, or Guest's check is returned unpaid by Guest's bank, or Guest's credit card is declined by its issuer, Sunspots may cancel the Booking, and sell Guest's dates to any third party without notice to Guest in accordance with the LATE PAYMENTS AND CANCELLATIONS paragraph. Guest will be charged $50 fee for returned checks or dishonored credit card charges. Sunspots may charge Guest a late fee equal to Twenty Dollars ($20) per day for past due payments.
---> Most of us take reservations over the phone and then wait for some or all of the money plus the paperwork. It puts you in a precarious situation. Explain your payment policies at the time of sale and then put them in writing so they are enforceable.
......................................
CREDIT CARDS: Guest warrants that Credit Card ("Card") information is correct, that the card has sufficient available credit for all charges and any overages and that the Card will not be cancelled or charges dishonored or disputed with Guest's credit card issuer. Should the Guest's Card expire or be terminated while Guest has charges due, Guest will provide Sunspots with the name, number and expiration date of a replacement card that can then be used as payment for Guest's charges.
--->Credit cards have expiration dates. So what happens if your guest books many months in advance and then their card expires? You must have a mechanism for getting paid..
......................................
SUNDRIES: Sunspots supplies minimum sundries for the unit such as paper towels, toilet paper and coffee filters sufficient for a single days use by the stated number of invitees. Guest will provide additional sundries and supplies greater than those noted above. Guest and Invitees are reminded to bring sunscreen, toiletries, food, laundry detergent and other personal items.
---> Do you allow Guests all the Sundries they can steal? Most owner's find it best not to tempt people. Providing a day's worth is courteous and its not unreasonable for them to buy as much toilet paper as their little hearts desire.
......................................
SERVICES. Unit may be distant from Sunspots office, staff and service personnel or vendors. Should Guest request services or assistance, Sunspots will make reasonable effort to respond to issues during usual business hours and within the limitations of time, distance and expense as it sees fit. Guest accepts that Sunspots may be unable to address during Guests occupancy. Sunspots inability to address requests during occupancy will not be reason for reduction of the Use or other Fees. In the event Guest requests service for issues caused by the Guest, Sunspots will charge the Guest for Staff and Vendor time and materials required to provide the service. Guest will not be charged for services or problems not caused by Guest.
--->Probably you seldom hear from Guests during their stay. But some visitors are constant whiners - usually requesting goods or services that you did not agree to provide. If they have a problem then you are bound to do your best to help them. But if they demand all kinds of services that are not your problem then the answer is to
simply charge for them - rather than refuse them. No hotel in the world gives away anything. Neither should you
......................................
OVERAGES: In addition to the charges indicated in the Booking Confirmation, Guest agrees to pay for charges, if any, incurred or caused by Guest during their stay ("Overages"). Such charges may include, but are not limited to, Guest's unpaid Resort charges or penalties, occupancy exceeding that stated in the Confirmation, service requests, occupancy hold over, damages, excess cleaning services, replacement of keys or re-keying or resetting of locks or lock boxes, occupancy and/or sales taxes, long distance, fees for smoking, excess noise, or having pets in the Unit, missing items, or other violations of Sunspots, Resort, or Homeowner Association rules, late charges, finance charges, etc. Handling charges are added to all such costs. If overages exceed the Deposit, Sunspots may immediately charge Guest's credit card or, at Sunspots option, make verbal or written demand to Guest for payment of overages. In the event Sunspots is unable to accurately ascertain overages at the time they are discovered Sunspots is authorized to charge an approximate amount and later make adjustments to reflect the actual charges.
---> You'll have a hard time charging guests for damages, services and so forth unless you put them on notice that these things costs money. And be sure to add handling charges because everything they cause you to bill for takes your time and effort.
......................................
GUEST OBLIGATIONS: Guest agrees to abide by these Terms & Conditions and to follow the Unit Rules and Instructions, as attached here, as posted at the Unit, as specified in a "Unit Services" book sometimes located in the Unit or as later instructed verbally or in writing. In particular, Guest will:
- Utilize the Unit only for family vacation use and for no other purpose without the prior written approval of Sunspots. Will not conduct parties or any gathering that inc
eases occupancy to greater than the Maximum Occupants. To properly use and operate the electrical, gas, heating, air condition, plumbing and other fixtures, appliances, furnishings and amenities. Guest will vigorously enforce Sunspots' NO SMOKING RULE, NO PETS and NO NOISE rules.
- Not do or permit anything to be done in or about the premises which will, in any way, obstruct or interfere with the rights of Sunspots, Owner, Resort Management, Law Enforcement, neighbors or other home owners or guests or injure or annoy them or use or allow the premises to be used for any improper, immoral, unlawful or objectionable purpose, nor will Guest cause or maintain or permit any nuisance in on or about the premises. Guest will not operate any equipment in the Unit unless provided by Sunspots.
- Not destroy, deface, impair or remove any part of the Unit, its appurtenances, facilities, equipment, furniture, furnishings, appliances or fixtures. Not make copies of keys or reveal key codes to any other person. Not sublet the Unit under any circumstances.
- Return all furniture, kitchen and dining utensils, appliances, books, phones, recreational equipment etc. to their original positions. Leave all TV remote controls, garage controls and other non-fixed equipment in their original locations.
--->You would think these warnings would be commonly understood by Guests. And in most locations a court would require Guests to pay for damages even if your contract was not specific. But this paragraph serves as just another notice to Guests of what their obligations are. Most people just want to know the rules so they can abide by them.
......................................
CHECKIN & CHECKOUT: Upon arrival at the Unit, Guest will complete and follow Sunspots' "Guest Checklist" and will alert Sunspots by phone (or voicemail) at (888) 628-8989 of any irregularities or problems noted in the Unit. Upon departure Guest will return the Guest Checklist (along with keys, if any) to Sunspots by mail or fax within 7 days. The Toll Free fax is (888) 628-0839.
---> If your resort has a front desk or you personally checkin checkout the guest then you don't need a checklist. But this method works great for distant offices. Some of our homes are 3,500 miles away.
......................................
ISSUES: During occupancy Guest agrees to immediately notify Sunspots by phone (or voice mail) of any issues or problems with the Unit, or damage to the Unit or its contents or of any conflicts between Guest, Resort, legal authorities or others. Failure to report issues may subject Guest to charges for repair or replacement.
---> Guests are your eyes and ears at your home. They need to let you know what breaks even if its not their responsibility to pay for.
......................................
DAMAGES: Unit(s) contains artwork, furniture and fixtures, machinery and equipment and other amenities. Guest will pay for any damages Guest causes including repairs, replacements, eviction, services calls, fines, assessments, cleaning, maintenance, customer service, accounting and other staff time at Sunspots usual rates, costs plus taxes and handling and the loss of subsequent income during the repair period. Guest also agrees to pay additional fees for violations of the Terms & Conditions, such as allowing pets in Unit ($500 charge), or smoking in the Unit, violation of Noise Rules ($500 charge), according to Sunspots rate schedule a copy of which is available to Guest upon request.
---> This paragraph further defines that Guest must pay for what they break. Plus it puts teeth in prohibitions against major concerns such as pets, smoking, noise, etc. If you don't define these penalties you probably can't charge them.
......................................
INSPECTION: Because the Unit is for vacation lodging use and not for long-term rental, Sunspots may enter Guest's space, with or without notice at any time, for the purposes of inspection, maintenance, cleaning, rental or sale showings or for whatever other purpose it deems necessary. When entering, Sunspots staff will knock to announce themselves and allow Guest sufficient time to respond.
---> Ever had a Guest call about a dripping pipe only to leave th home so you couldn't get in? In most jurisdictions short-term tenants are not covered by landlord-tenant statutes thai make it difficult to enter your own home. But make sure you clarify that you will be coming and going from the unit even if the guest is out.
......................................
AMENITIES: Use Fees are only for the occupancy of the Unit and use of its basic features. For the pleasure of Guests and without additional compensation, amenities are sometimes provided such as hot tubs, pools, artwork, televisions, stereos, phones, faxes, internet access, sporting goods, toys, games, house and pool/beach towels, patio furniture, furniture, dishes/flatware/pans, etc. Amenities sometimes malfunction, become worn, are out for repair, are replaced or are removed by Owner or prior Guests. Sunspots will endeavor to have these amenities on hand and functioning but can not guarantee availability at all times. Changes in decor or unavailability of amenities, or inconveniences such as power outages, adverse road and/or weather conditions, acts of God, area construction, allergic reactions, will not be reason for reduction of the Use Fee nor the payment of damages to Guest.
---> The more amenities you have in the home for Guest enjoyment the more likely that something will break. Give yourself room to upgrade, change or alter what you offer. Guest don't deserve a credit when you improve the home or have to make repairs.
.. ................................
LOST & FOUND: There is no Safe in the Unit so Guest agrees to make their own provision for storage of valuables or to not bring valuables. Sunspots accepts no responsibility for loss of valuables or articles left at the Unit during Guest's stay. Sunspots may hold articles left in the Unit for a period of 30 days. Guest may call Sunspots to identify and claim lost items. Identified articles can be shipped at Guest's cost. Articles unclaimed for 30 days will be discarded, donated to charity or sold as Sunspots sees fit. Sunspots will retain proceeds from the sale as a fee for handling.
---> Some jurisdictions require owners to provide safes of guest valuables. Learn your local laws and include a paragraph that defines what you will and will not do.
......................................
UNIT EXPENSES: Guest is not liable for charges for heat, electricity, water, sewage, garbage or other public utilities, normal and usual maintenance, taxes or other operating costs unless Guest's usage of utilities is greater than would be normal and usual for the number of Invitees. Guest will follow Sunspots rules and instructions for the use of utilities and equipment such as heating/air conditioning and are responsible for repair costs that may come about due to Guests misuse. In the event that Unit Expenses, during Guest's occupancy, are greater than would be normal and usual, Sunspots may impose a surcharge to Guest in an amount sufficient to recover excess costs incurred during Guest's occupancy, plus handling.
---> We've never had it happen but what would you do if the guest has a birthday party and leaves behind stacks of cardboard. In many locations it costs money to haul away and dispose of excess garbage. Protect yourself from unusual costs.
......................................
LATE PAYMENT & CANCELLATION: Should Guest fail to pay as agreed, or requests a cancellation, Sunspots may sell Guest's dates to any third party. If Sunspots is able to re-sell Guest's dates to a third party at net rates at least equal to those charged to Guest, Sunspots will refund Guest's Use Fee less a Re-Booking fee equal to Fifteen Percent (15%) of the Use Fee or $100 whichever is greater. If only some of the dates are sold then refunds will only be made for those dates sold. No refund will be allowed if Sunspots is unable to re-sell Guest's dates to a third party. In the event the Unit becomes unavailable for use for whatever reason (such as fire, water or other damage, owner remodeling, change of zoning or taxation rules, Owner's sale of the Unit, Owner's failure to purchase Unit, termination of Sunspots' management agreement, or any other problem beyond Sunspots' control) Sunspots may cancel the Booking and return Guest's payments, or may transfer Guest's booking to a comparable or better unit of Sunspots choosing.
---> Be clear about payment terms and penalties. We didn't use to charge a re-booking fee until we realized that re-selling the dates really means double the work for us.
......................................
TERMINATION: Sunspots reserves the right to immediately terminate the Booking and occupancy of Guest and Invitees with or without notice in the event that Sunspots believes the Guest or Invitees have done or intend to do any act that violates these Terms & Conditions, Sunspots rules, verbal or written instructions given to Guest or notices posted at the Unit, or that is in violation of any applicable Federal, State or Local statute, or which is not in the good interest of the Owner, Sunspots or other Sunspots guests, or which will be objectionable to neighbors, the home owners group, or resort management. If terminated Sunspots may enter the Unit without notice and require Guest and Invitees to immediately vacate the Unit. Should Guest fail to vacate, law enforcement officials may be called to remove Guest & Invitees. Guest will not be entitled to refund for any payments if this Agreement is terminated. The Guest may not terminate the Booking without the expressed written consent of Sunspots.
---> Did you know that, under the law, the word "cancel" and "terminate" do not mean the same thing? Its obvious to me now, but when I was first in business (A different industry) I made a tragic mistake of saying a customer could cancel his 12 month agreement at any time. He did so at the 11th month and wanted his money back for the 10 months of service we had provided. Luckily the judge saw through the ruse. Be careful to explain who "terminate" and when and why.
......................................
INSURANCE: Sunspots or Owner will maintain reasonable and usual Property and Casualty Insurance on the premises but are not obligated to carry insurance for theft. Guest hereby agrees and relieves Sunspots and Owner and waives its entire right of recovery against Sunspots and Owner for loss, damage, injury, disability or death arising out of or incident to the perils described in standard fire insurance policies approved for the use in state where the Unit is located, whether due to the negligence of Owner, Sunspots and its agents, employees or otherwise. Guest agrees to maintain personal or homeowner insurance that would cover Sunspots and Owner in the event of damage, destruction or liability caused by Guest's actions whether intentional or not. In no case will Sunspots or Owner be responsible for loss of use, or other damages to Guest resulting from Guest's use of the Unit or damages or events beyond the control of the Sunspots and Owner.
---> What is something big goes wrong? Who pays and will their insurance cover it? Get your insurance agent's instructions and have your attorney be explicit in setting out the insurance requirements.
......................................
ENTIRE AGREEMENT: The Confirmation and these Terms & Conditions constitute the final and complete understanding between the parties hereto and no other representations or promises, verbal or otherwise, have been made. The Terms & Conditions supersede all previous agreements between the parties. Sunspots may make modifications to the Terms & Conditions at any time by notice to Guest or by posting to www.Sunspots.org. Failure to enforce any of the Terms & Conditions, Confirmation, Sunspot Rules or subsequent agreement between the parties, will not be construed as a waiver of other provisions. If any portion of the Terms & Conditions, Confirmation Sunspot Rules or subsequent agreements are determined to be invalid, illegal or unenforced all other conditions will nevertheless remain in full force and effect.
---> If you allow them Guests will make all kinds of claims of verbal assurances you never made. Limit the agreement to what is in writing. And, make sure you can alter the terms if need be.
......................................
LITIGATION: These Terms & Conditions will be governed in accordance with the laws of the state where the Unit is located. Any claim will be settled by action in the Court have jurisdiction where the Unit is located. In the case of litigation, or past due billings, Guest will be pay for Sunspots' and Owner's staff time charges for collection letters, faxes, emails, phone calls, meetings and court time, Late Charges, Damages, reasonable attorneys' fees, pre and post judgment Interest at twelve percent (12%) per annum, attendant Court and other Costs and Expenses.
---> With luck you'll go decades and never have a legal problem. In most jurisdictions the loser in a court action pays the legal costs of the prevailing party. But write it down here so the Judge won't get to decide about that later.
...............................
Revised 11/09/03
---> This seems like a no-brainer, but be sure to date your terms and conditions because you'll probably be altering it from time to time and need to know which "contract": you are bond by for a given guest.
Monday, November 10, 2003
VROA COMPLIMENTARY NEWSLETTER - November 10, 2003
SUBJECT: Making Guest Agreements Enforceable
-----------------------------------------------------------------------------------
*** To receive this newsletter from the VROA every week and to support the Vacation Rental Industry please visit www.VROA.org and consider joining. Its just $59 per year and you'll get 10 times your moneys worth.
-----------------------------------------------------------------------------------
If you have a problem with a guest, is your guest agreement enforceable in court? If they don't pay. or cause damage. or are disturb neighbors can you take immediate and effective action? If you are a long time rental owner, property managers or have owned or managed a business this week's column may seem pretty basic.
But even experts need to sit down every now and then to review their Guest Agreement with a fresh perspective. Because situations changes and the way in which Guests select and buy vacation rental time continues to evolve rapidly. What worked last year might cause you trouble next year. Reviewing your contract could save you thousands of dollars.
FRESH PERSPECTIVE:
To start with you might want to log onto www.VROA.org and download any of the free sample Guest Agreements. You will notice there are really three distinct methods of contracting with guests. You might want to review some of the samples while considering whether your current method is sufficient and whether another method would suit you better.
The first is the VERBAL METHOD - and that is to simply to not use an agreement. Believe it or not there are a large number of owners and even some property managers who choose this system. They just take the reservation (probably over the phone) and hope the guest shows up. If they do thy they hope there are no problems. And if everything goes smoothly, before, during and after the occupancy, then the Agreement really wasn't necessary. I hope you are not seriously considering this method. Should any problem arise your recourse to law enforcement officers or in the courts will be based on verbal agreements and innuendo. You may have lost your rights as a landlord and may be left with egg on your face. I won't go on any further about Verbal contracts because its a terrible way to rent your home.
The second method is the CONTRACT method - where you have your attorney prepare a written agreement in a somewhat traditional lease agreement format. This is a great way to make sure you have the Guest's written approval of rental home use. It would include the dates of occupancy, rules of conduct, charges for damages and other costs, and how disputes would be handled. The only practical way to use a contract is to have it prepared as a form with fields that you fill out depending on the circumstances. This agreement is then forwarded to the guest for signature, then returned to you to confirm the booking.
The third methods is the TERMS & CONDITIONS Method - and this is what most traditional (Non vacation rental) lodging establishments use. When you check into a Hilton, Hyatt or Mariott you will sign a small card and a credit card receipt. The card says you are renting a room and agreeing to comply with their Terms & Conditions. They should, of course, have those Terms available for you to review and many hotels have them posted in the lobby or even in your room. What's more, "Transient Accommodations", often defined as any lodging less than 30 days in length, are governed by specific state or even local laws. And those statues are sometimes posted on the back of the door in each unit. You've probably noticed these postings but have never read them. By signing the card the guest is agreeing to abide by the establishment's rules whatever they may be.
COMPARING METHODS:
Until recently, we used the Contract Method for our homes. It has some advantages. The Guest is put on very clear notice as to the positives and negatives of the rental. In the unlikely event you find yourself in court the Guest will find it difficult to defend himself for behavior or situations that violate conditions specifically addressed in the paperwork. Of course that doesn't prohibit the guest from claiming a full refund on rent for the silliest of reasons but it does help. I've heard the strangest of stories. Like the one in Palm Springs who thought the highly developed "English Garden" of the home was just too overgrown. No document will help you avoid these weirdos, but a good one will cut down on the chances that you'll have to deal with them.
============================================
This week's Sponsor: RESERVE PROPERTY
Hotels use the Global Distribution System (GDS) to get on giant travel websites like Orbitz, Travelocity & Hotwire! Plus on the reservations terminals of 50,000 travel agents.? Now you can use GDS too. Go to www.VROA.org and click on "Click here to get more bookings" in the right hand border.
===========================================
On the other hand, the Contract Method gums up the works sometimes. Although you have accepted a Guest's reservation by phone, they have not really really agreed to pay for it until the Contract is prepared, mailed and returned. That can take 5 to 15 days in most cases. Yet during that delay you have taken the dates off the market, may have turned away other guests and have less chance of forcing the original guest to pay if they don't return the contract. Also, some Guests are very adverse to signing any paperwork. If you have a career in business you may be usd to signing contracts and other documents. Many people are not. They can go their entire lives signing only a home purchase agreement, a checking account start up and little else. Contracts scare them - even if they are dying to stay in a Hawaii bungalow, an Outer Banks beach home or a French Villa.
Recently we have switched our rental units to the Terms and Conditions Method of operations to accomplish several objectives (A downloadable sample is on th website). I suspect our reasons make sense for a great many other owners. The first is simplicity. Even with the Contract Method we thought it wise to post our Terms and Conditions on our website and in every home. We anticipated including them in the new "Guest Manual" we are preparing to be left in each home. That meant writing and periodically upgrading three or more documents.
Instead, now we have switched to using a pre-printed "Terms & Conditions" document that is simply attached to each booking, published to the websites, posted as a notice in the home and included in the Guest Manual. We have been able to condense it to a readable 2 page form.
GUARANTEED RESERVATIONS:
It has been our policy to only accept what in the lodging business is referred to as a "Guaranteed Reservation." This well known industry standard is used for guests who may be arriving late at night and want to make sure their hotel room will not have been sold to someone else. So they choose to "Guarantee" the reservation which means they are charged for the night even if they fail to show up entirely.
We use that policy basis for the entire reservation. Once made its non-cancelable. Doing otherwise allows guests to hold your home out of the market while they take the 5 to 15 days to really make up their minds. In some ways vacation rentals are like nightly lodging. But in other ways we are more like a traditional long term rental. We are giving guests full access to what may be a $100,000 to $1,000,000 (or more) asset and to take that asset off the market while the buyer tries to make up their mind and shop for alternatives is simply not wise. In major cities you can test drive a $250,000 Rolls Royce but if you want to put one on hold for two weeks they will politely decline.
Vacation home owners should do like wise. So our reservations are Guaranteed and Non-Cancelable. We will accept a "Request for Cancellation" and if, and only if, the dates are resold we refund the Guests payment less a rebooking fee of 15% or rent or $100 whichever is greater. My reasoning? Because you can't take possession of any other highly valuable commodity in the world and then return it without a reason simply because you've made other plans. Plus having to sell the same dates twice is too much work and unreasonable for the Guest to ask of us. We can only earn the rental once but we need to get compensated for doing double the work.
BOOKING CONFIRMATION:
When accepting reservations on the Terms and Conditions Method we use a short "Booking Confirmation" form that is prepared and sent to them. Ours is an Excel form and may be more detailed than many owners will prefer. (A downloadable sample is on the website). It is very careful to state that the Guest has ALREADY made a GUARANTEED reservation which this document is just confirming. We do ask them to sign and return the Confirmation as an acknowledgement of receipt. And, according to our Terms and Conditions, we can cancel the booking if they fail to do so.
To the Confirmation we attach a copy of the Terms and Conditions (This is disclosed in the Confirmation) along with our "Guest Rules." These forms are easier to read than a traditional contract. The guest need only return the Confirmation by mail or fax. The Rules and Terms are very fair to both parties. We never experienced many questions when we utilized the Contract methow but the number of questions has dropped and that saves time.
I've also observed that customers are less likely to argue about what they see as unbending conditions of their purchase. We do not alter the Terms and Conditions under any circumstances and there is nothing wrong with getting that message across in this way. If you feel our policy is too strong consider this example:
THE NORDSTROM STORY
Most folks are familiar with the Nordstrom Department store chain which was started here in Seattle. Everyone knows if they buy something at Nordstrom and are dissatisfied they can return it for a cheerful refund. They are renowned for their fabulous customer service. The employees are Nordstrom bend over backward for their clients. However - - if you want to see how firm Nordstrom is on their "Terms and Conditions" try this. Pick out some clothes, go the counter and present your Nordstrom Charge card. Then turn over the sales slip before signing and cross out the legal language on the reverse side. They may love you at Nordstrom's but you won't get the clothes. There are things they will do for you and things they will not. Vacation Rental Owners should be at least that careful in their legal dealings.
ON YOUR WEBSITE:
Lastly, let me emphasize that is very important for your Terms & Conditions to be posted on your website. Ours our linked on our footer information that appears on every page of the website. They can quickly find the Guest Rules as well as the Terms and Conditions. With so many of our leads coming from the Internet this is the perfect way to make sure Guest can not say they were unaware of our policies. And by the way, the good guests never mind and actually appreciate knowing what to expect.
SAMPLES ON LINE:
You can download samples of Contracts, Booking Confirmation and a Terms and Conditions form on the website www.VROA.org. Before using any sample forms always have your attorney review them. We can not guarantee they are appropriate for you or your area.
Please see the website section for other ideas:
- Unwelcome Guest List
- Forms & Contracts FREE downloads
INPUT:
As always I seek your input. Please share you tips, techniques compliments and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
With winter setting in you might want to pull a chair up to the fire at the David White's Rock Creek Cabins next door to the Great Smoky Mountains National Park in North Carolina. Great location and they're pet friendly. See www.RockCreekCabins.com
*** If you want your place considered for Home of the Week please drop me an email.
FEEDBACK:
Just wanted to say how eye-opening your "test" was to me. It's obvious there's a lot of room for improvement amongst owners and property managers. I know for myself, I'm a nut about replying asap to email or phone inquiries. But even though I'm in the communications business, I would never think to pick up the phone and call people if they had emailed me first. I'd just return their email with like kind. You're right though--there's nothing like establishing a "personal" relationship with an inquiry. Thanks for the reminder. As a new member of just under a month, I've really enjoyed your site and its information. I think my vroa membership will definitely be money well spent!
- Amy, Petersburg Michigan
Thanks Amy. Kind words keep us going. One of the great benefits of working for VROA is getting to talk to nice folks like Amy from all over the world.
- Wm. May
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
SUBJECT: Making Guest Agreements Enforceable
-----------------------------------------------------------------------------------
*** To receive this newsletter from the VROA every week and to support the Vacation Rental Industry please visit www.VROA.org and consider joining. Its just $59 per year and you'll get 10 times your moneys worth.
-----------------------------------------------------------------------------------
If you have a problem with a guest, is your guest agreement enforceable in court? If they don't pay. or cause damage. or are disturb neighbors can you take immediate and effective action? If you are a long time rental owner, property managers or have owned or managed a business this week's column may seem pretty basic.
But even experts need to sit down every now and then to review their Guest Agreement with a fresh perspective. Because situations changes and the way in which Guests select and buy vacation rental time continues to evolve rapidly. What worked last year might cause you trouble next year. Reviewing your contract could save you thousands of dollars.
FRESH PERSPECTIVE:
To start with you might want to log onto www.VROA.org and download any of the free sample Guest Agreements. You will notice there are really three distinct methods of contracting with guests. You might want to review some of the samples while considering whether your current method is sufficient and whether another method would suit you better.
The first is the VERBAL METHOD - and that is to simply to not use an agreement. Believe it or not there are a large number of owners and even some property managers who choose this system. They just take the reservation (probably over the phone) and hope the guest shows up. If they do thy they hope there are no problems. And if everything goes smoothly, before, during and after the occupancy, then the Agreement really wasn't necessary. I hope you are not seriously considering this method. Should any problem arise your recourse to law enforcement officers or in the courts will be based on verbal agreements and innuendo. You may have lost your rights as a landlord and may be left with egg on your face. I won't go on any further about Verbal contracts because its a terrible way to rent your home.
The second method is the CONTRACT method - where you have your attorney prepare a written agreement in a somewhat traditional lease agreement format. This is a great way to make sure you have the Guest's written approval of rental home use. It would include the dates of occupancy, rules of conduct, charges for damages and other costs, and how disputes would be handled. The only practical way to use a contract is to have it prepared as a form with fields that you fill out depending on the circumstances. This agreement is then forwarded to the guest for signature, then returned to you to confirm the booking.
The third methods is the TERMS & CONDITIONS Method - and this is what most traditional (Non vacation rental) lodging establishments use. When you check into a Hilton, Hyatt or Mariott you will sign a small card and a credit card receipt. The card says you are renting a room and agreeing to comply with their Terms & Conditions. They should, of course, have those Terms available for you to review and many hotels have them posted in the lobby or even in your room. What's more, "Transient Accommodations", often defined as any lodging less than 30 days in length, are governed by specific state or even local laws. And those statues are sometimes posted on the back of the door in each unit. You've probably noticed these postings but have never read them. By signing the card the guest is agreeing to abide by the establishment's rules whatever they may be.
COMPARING METHODS:
Until recently, we used the Contract Method for our homes. It has some advantages. The Guest is put on very clear notice as to the positives and negatives of the rental. In the unlikely event you find yourself in court the Guest will find it difficult to defend himself for behavior or situations that violate conditions specifically addressed in the paperwork. Of course that doesn't prohibit the guest from claiming a full refund on rent for the silliest of reasons but it does help. I've heard the strangest of stories. Like the one in Palm Springs who thought the highly developed "English Garden" of the home was just too overgrown. No document will help you avoid these weirdos, but a good one will cut down on the chances that you'll have to deal with them.
============================================
This week's Sponsor: RESERVE PROPERTY
Hotels use the Global Distribution System (GDS) to get on giant travel websites like Orbitz, Travelocity & Hotwire! Plus on the reservations terminals of 50,000 travel agents.? Now you can use GDS too. Go to www.VROA.org and click on "Click here to get more bookings" in the right hand border.
===========================================
On the other hand, the Contract Method gums up the works sometimes. Although you have accepted a Guest's reservation by phone, they have not really really agreed to pay for it until the Contract is prepared, mailed and returned. That can take 5 to 15 days in most cases. Yet during that delay you have taken the dates off the market, may have turned away other guests and have less chance of forcing the original guest to pay if they don't return the contract. Also, some Guests are very adverse to signing any paperwork. If you have a career in business you may be usd to signing contracts and other documents. Many people are not. They can go their entire lives signing only a home purchase agreement, a checking account start up and little else. Contracts scare them - even if they are dying to stay in a Hawaii bungalow, an Outer Banks beach home or a French Villa.
Recently we have switched our rental units to the Terms and Conditions Method of operations to accomplish several objectives (A downloadable sample is on th website). I suspect our reasons make sense for a great many other owners. The first is simplicity. Even with the Contract Method we thought it wise to post our Terms and Conditions on our website and in every home. We anticipated including them in the new "Guest Manual" we are preparing to be left in each home. That meant writing and periodically upgrading three or more documents.
Instead, now we have switched to using a pre-printed "Terms & Conditions" document that is simply attached to each booking, published to the websites, posted as a notice in the home and included in the Guest Manual. We have been able to condense it to a readable 2 page form.
GUARANTEED RESERVATIONS:
It has been our policy to only accept what in the lodging business is referred to as a "Guaranteed Reservation." This well known industry standard is used for guests who may be arriving late at night and want to make sure their hotel room will not have been sold to someone else. So they choose to "Guarantee" the reservation which means they are charged for the night even if they fail to show up entirely.
We use that policy basis for the entire reservation. Once made its non-cancelable. Doing otherwise allows guests to hold your home out of the market while they take the 5 to 15 days to really make up their minds. In some ways vacation rentals are like nightly lodging. But in other ways we are more like a traditional long term rental. We are giving guests full access to what may be a $100,000 to $1,000,000 (or more) asset and to take that asset off the market while the buyer tries to make up their mind and shop for alternatives is simply not wise. In major cities you can test drive a $250,000 Rolls Royce but if you want to put one on hold for two weeks they will politely decline.
Vacation home owners should do like wise. So our reservations are Guaranteed and Non-Cancelable. We will accept a "Request for Cancellation" and if, and only if, the dates are resold we refund the Guests payment less a rebooking fee of 15% or rent or $100 whichever is greater. My reasoning? Because you can't take possession of any other highly valuable commodity in the world and then return it without a reason simply because you've made other plans. Plus having to sell the same dates twice is too much work and unreasonable for the Guest to ask of us. We can only earn the rental once but we need to get compensated for doing double the work.
BOOKING CONFIRMATION:
When accepting reservations on the Terms and Conditions Method we use a short "Booking Confirmation" form that is prepared and sent to them. Ours is an Excel form and may be more detailed than many owners will prefer. (A downloadable sample is on the website). It is very careful to state that the Guest has ALREADY made a GUARANTEED reservation which this document is just confirming. We do ask them to sign and return the Confirmation as an acknowledgement of receipt. And, according to our Terms and Conditions, we can cancel the booking if they fail to do so.
To the Confirmation we attach a copy of the Terms and Conditions (This is disclosed in the Confirmation) along with our "Guest Rules." These forms are easier to read than a traditional contract. The guest need only return the Confirmation by mail or fax. The Rules and Terms are very fair to both parties. We never experienced many questions when we utilized the Contract methow but the number of questions has dropped and that saves time.
I've also observed that customers are less likely to argue about what they see as unbending conditions of their purchase. We do not alter the Terms and Conditions under any circumstances and there is nothing wrong with getting that message across in this way. If you feel our policy is too strong consider this example:
THE NORDSTROM STORY
Most folks are familiar with the Nordstrom Department store chain which was started here in Seattle. Everyone knows if they buy something at Nordstrom and are dissatisfied they can return it for a cheerful refund. They are renowned for their fabulous customer service. The employees are Nordstrom bend over backward for their clients. However - - if you want to see how firm Nordstrom is on their "Terms and Conditions" try this. Pick out some clothes, go the counter and present your Nordstrom Charge card. Then turn over the sales slip before signing and cross out the legal language on the reverse side. They may love you at Nordstrom's but you won't get the clothes. There are things they will do for you and things they will not. Vacation Rental Owners should be at least that careful in their legal dealings.
ON YOUR WEBSITE:
Lastly, let me emphasize that is very important for your Terms & Conditions to be posted on your website. Ours our linked on our footer information that appears on every page of the website. They can quickly find the Guest Rules as well as the Terms and Conditions. With so many of our leads coming from the Internet this is the perfect way to make sure Guest can not say they were unaware of our policies. And by the way, the good guests never mind and actually appreciate knowing what to expect.
SAMPLES ON LINE:
You can download samples of Contracts, Booking Confirmation and a Terms and Conditions form on the website www.VROA.org. Before using any sample forms always have your attorney review them. We can not guarantee they are appropriate for you or your area.
Please see the website section for other ideas:
- Unwelcome Guest List
- Forms & Contracts FREE downloads
INPUT:
As always I seek your input. Please share you tips, techniques compliments and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
With winter setting in you might want to pull a chair up to the fire at the David White's Rock Creek Cabins next door to the Great Smoky Mountains National Park in North Carolina. Great location and they're pet friendly. See www.RockCreekCabins.com
*** If you want your place considered for Home of the Week please drop me an email.
FEEDBACK:
Just wanted to say how eye-opening your "test" was to me. It's obvious there's a lot of room for improvement amongst owners and property managers. I know for myself, I'm a nut about replying asap to email or phone inquiries. But even though I'm in the communications business, I would never think to pick up the phone and call people if they had emailed me first. I'd just return their email with like kind. You're right though--there's nothing like establishing a "personal" relationship with an inquiry. Thanks for the reminder. As a new member of just under a month, I've really enjoyed your site and its information. I think my vroa membership will definitely be money well spent!
- Amy, Petersburg Michigan
Thanks Amy. Kind words keep us going. One of the great benefits of working for VROA is getting to talk to nice folks like Amy from all over the world.
- Wm. May
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
Monday, November 03, 2003
VROA COMPLIMENTARY NEWSLETTER - November 03, 2003
SUBJECT: Are You Paying Enough Tax?
-----------------------------------------------------------------------------------
*** To receive this newsletter from the Vacation Rental Owners Association every week and to see all of our helpful owner and affiliate services please join us by visiting www.VROA.org. Please support your industry.
-----------------------------------------------------------------------------------
If you think the law is supposed to be based on logic and reason you may be sadly mistaken. In many jurisdictions the rules, regulations and laws affecting your right to rent out your abode are illogical, unreasonable and sometimes downright stupid. And if you don't know the ropes you could get hung. Over time we'll be digesting the various kinds of laws that affect vacation rentals. Let's start with sales tax.
SALES TAXES:
Last summer a prospective guest told us he had chosen to rent from one of our competitors because they didn't charge sales tax on the rent. This is in a resort area where summer weeks go for $3,000 and up and many owners do their own renting. The tax is Eight percent. That particular owner has rented their home out for about ten years and for only about 10 weeks per year. If you do the math you can see that they have failed to pay taxes approaching $24,000.
Certain regulations governing vacation rentals are ambiguous and unclear in many countries, states, counties and cities. But there is one thing government bureaucrats are very sure about - - they want your money and they want it now. The interest and penalties on the owner's failure to file returns or pay taxes could cost him upwards of $50,000.
IGNORANCE OR STUPIDITY:
Maybe this owner is just ignorant of the taxing authority. Or maybe he is trying to beat the system. But in either cases he is digging a hole that may be difficult to escape. His home is worth a good half million dollars. That means the liability is a ful 10% of the value of his home and probably 20% or more of his equity.
Maybe he is thinking he'll sell one day, not tell anyone, and just sneak away into the night. That's a bad idea too. His obligation to pay the debt will stay with him until paid. And no statue of limitations will protect him when the government proves he knew he should pay, or more importantly, that he should have known. Both make him culpable for paying the debt.
And if he doesn't get caught? During the closing process, the buyer or buyer's agent or the escrow agent should be smart enough to ask whether the rental taxes have been paid. If not, closing could get delayed for a good long time or, worse yet, the deal killed. The buyer too could be held liable for the sales taxes incurred by a prior owner. When you buy a home be sure to get an affidavit from the state indicating taxes have been paid.
============================================
This week's Sponsor: RESERVE PROPERTY
Hotels use the Global Distribution System (GDS) to get on giant travel websites like Orbitz, Travelocity & Hotwire! Plus on the reservations terminals of 50,000 travel agents.? Now you can use GDS too. Go to www.VROA.org and click on "Click here to get more bookings" in the right hand border.
===========================================
TAX BLINDNESS:
Not collecting and remitting sales tax to your taxing authorities is just plain stupid.
First, because you can't beat the government's system. My father used to have a saying (which he illustrated by point one arm left and the other one right) "The government goes their way," (he then pointed his right arm to the left side and said) "And I go their way." This kind of ambivalence may not be assertive if you want to speak up at public hearings or voice your dissent over, let's say, the war in Iraq. But when it comes to dollars, pesos, lyre, euros or yen there is simply no sense in fighting the current tax rate. Pay it and pay it on time. Anything else is financial suicide.
There is another reason why paying the tax is really not a big problem. Citizens the world over are desensitized to paying taxes. They are so used to being fleeced for 20% on phone services and large sums on vehicle purchases and huge taxes on real estate that they no longer believe that they have any ability to cut or eliminate taxes. In fact, people believe that taxes will rise relentlessly. I used to joke that once that taxes won't stop rising until government takes 100% of your income. But a friend reminded me that after taking all the income they can still come after your assets. Let's hope they don't.
With guests already expecting to pay taxes on everything else they certainly expect to pay them on vacation rentals as well. The story I told of the guest who went elsewhere due to the tax is our first such encounter. Smart owners pay the tax and pass it on to the guests. Collusion about rates and policies is illegal according to the US government. But there is nothing illegal about requiring every owner and property manager to collect and charge the tax. And that's another reason why guests pay it - to stay in a given resort area the tax is mandatory and there is no way to escape it - so why try. They don't.
HOW TO CHARGE TAX:
When you buy a car, or clothes or jewelry and ask the price - the sales person never mentions the tax until they ring up the purchase. They presume any intelligent person knows there will be a tax on almost everything. But in vacation rentals we have to be more prudent. The same goes for deposits, cleaning fees, resort fees and the entire cost of renting.
Here is how we do it. Early in most inquiries the caller wants to know "What's the rate." It tempting to just blurt out the answer, but you may be doing a disservice to the guest. And if you don't remind them of tax they can later accuse you of misleading them. Instead, we answer the question this way,
"Well, there are several costs in renting. There is a refundable damage deposit, a one-time cleaning fee, a resort fee (if applicable) the rent and, OF COURSE, taxes. The rate varies by home you choose, the season and how long you stay. When do you want to come?"
Later in the conversation when the guest has chosen the unit, the dates and other details we then repeat the order in detail itemizing each item specifically including the tax. Sometimes the total is simply more than the guest can afford but this process minimize the tax objection (we can't waive it anyway) and actually makes most visitors comfortable that they know the whole price before making their purchase. And it even makes the calls go quicker. Try it.
WHAT ARE YOUR RATES:
Sales taxes come in many forms. In Washington State, where we live, the rates vary by county and city. We start with the basic amount to the state. Then we add county or city taxes and in Seattle (King County) we pay a regional transit tax. In certain tourist oriented areas visitors are slammed with an accommodation tax that fuels the local coffers. In Hawaii we pay General Excise Tax (GET) and a Transient Accommodation Tax (TAT) that add up to 11.419%. I have never asked but the TAT alone has to be a huge money maker for the state of Hawaii. They get a disproportionate number of guests to citizens in Hawaii but the state still cries budgeting woes while taxing its citizens at one of the highest rates in the nation.
KEEP A LOW PROFILE:
If have not been paying sales taxes you are in trouble. And even if you are new to renting I recommend keeping a low profile when determining what your tax rates might be. Virtually all governments have websites that spell out what is and what is not taxable. Believe it or not, we just discovered that the cleaning fees (janitorial services in the eyes of the state of Washington) are not sales taxable. We're trying to get a definitive answer in Hawaii. Yes, we've made good assumptions in the past but now its time to get it documented. We didn't expect to save some tax but that could a pleasant surprise in your case too.
So you need to be explicit and clear in finding your tax rates. The best way is to get your Accountant to answer the question. Or, in the alternate, call your taxing authorities and asking specifically what rate each item on your invoice or lease is taxed at.
No matter who you rely on for your answer be sure to get it in writing. Your accountant can write you a letter of opinion or you can write the authorities. Again, don't simply ask if rentals are taxed - ask about each type of charge specifically. And make sure you keep the answering letter in a safe place. Should you have a tax dispute later no phone call memory or email will protect you. All that counts is what you get in writing.
Please see the website section for other ideas:
- Forms & Contracts (Download free Guest Booking Confirmation)
INPUT:
As always I seek your input. Please share you tips, techniques compliments and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
Emily & Alfred Glossbrenner have written a great "how-to" book about owning and operating their vacation rental. Check out their Bucks County Cottage http://www.vrbo.com/7951. Read excerpts from their book at www.FireCrystal.com. It has lots of good info.
*** If you want your place added to the list of weekly contenders just drop me an email.
FEEDBACK:
Greetings from Las Vegas~
I must say that I believe the membership fee investment that i've made in VROA is one of the best values I've received - the information you provide is excellent! I do have a suggestion for your suggestion box - it has to do with the rating system for properties. Everyone knows the difference between a 3, 4 & 5 star hotel - why not use the same rating system so as not to confuse prospective renters? I would be much more interested in participating in the rating system if you did. Thank you for taking the time to read this and keep up the good work!
- Cynthia, Las Vegas NV
Thanks Cynthia, please reread the inspection & ratings info on the webpage. Each inspected property receives the Blue Ribbon Award AND between 1 and 5 stars.
- Wm. May
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
SUBJECT: Are You Paying Enough Tax?
-----------------------------------------------------------------------------------
*** To receive this newsletter from the Vacation Rental Owners Association every week and to see all of our helpful owner and affiliate services please join us by visiting www.VROA.org. Please support your industry.
-----------------------------------------------------------------------------------
If you think the law is supposed to be based on logic and reason you may be sadly mistaken. In many jurisdictions the rules, regulations and laws affecting your right to rent out your abode are illogical, unreasonable and sometimes downright stupid. And if you don't know the ropes you could get hung. Over time we'll be digesting the various kinds of laws that affect vacation rentals. Let's start with sales tax.
SALES TAXES:
Last summer a prospective guest told us he had chosen to rent from one of our competitors because they didn't charge sales tax on the rent. This is in a resort area where summer weeks go for $3,000 and up and many owners do their own renting. The tax is Eight percent. That particular owner has rented their home out for about ten years and for only about 10 weeks per year. If you do the math you can see that they have failed to pay taxes approaching $24,000.
Certain regulations governing vacation rentals are ambiguous and unclear in many countries, states, counties and cities. But there is one thing government bureaucrats are very sure about - - they want your money and they want it now. The interest and penalties on the owner's failure to file returns or pay taxes could cost him upwards of $50,000.
IGNORANCE OR STUPIDITY:
Maybe this owner is just ignorant of the taxing authority. Or maybe he is trying to beat the system. But in either cases he is digging a hole that may be difficult to escape. His home is worth a good half million dollars. That means the liability is a ful 10% of the value of his home and probably 20% or more of his equity.
Maybe he is thinking he'll sell one day, not tell anyone, and just sneak away into the night. That's a bad idea too. His obligation to pay the debt will stay with him until paid. And no statue of limitations will protect him when the government proves he knew he should pay, or more importantly, that he should have known. Both make him culpable for paying the debt.
And if he doesn't get caught? During the closing process, the buyer or buyer's agent or the escrow agent should be smart enough to ask whether the rental taxes have been paid. If not, closing could get delayed for a good long time or, worse yet, the deal killed. The buyer too could be held liable for the sales taxes incurred by a prior owner. When you buy a home be sure to get an affidavit from the state indicating taxes have been paid.
============================================
This week's Sponsor: RESERVE PROPERTY
Hotels use the Global Distribution System (GDS) to get on giant travel websites like Orbitz, Travelocity & Hotwire! Plus on the reservations terminals of 50,000 travel agents.? Now you can use GDS too. Go to www.VROA.org and click on "Click here to get more bookings" in the right hand border.
===========================================
TAX BLINDNESS:
Not collecting and remitting sales tax to your taxing authorities is just plain stupid.
First, because you can't beat the government's system. My father used to have a saying (which he illustrated by point one arm left and the other one right) "The government goes their way," (he then pointed his right arm to the left side and said) "And I go their way." This kind of ambivalence may not be assertive if you want to speak up at public hearings or voice your dissent over, let's say, the war in Iraq. But when it comes to dollars, pesos, lyre, euros or yen there is simply no sense in fighting the current tax rate. Pay it and pay it on time. Anything else is financial suicide.
There is another reason why paying the tax is really not a big problem. Citizens the world over are desensitized to paying taxes. They are so used to being fleeced for 20% on phone services and large sums on vehicle purchases and huge taxes on real estate that they no longer believe that they have any ability to cut or eliminate taxes. In fact, people believe that taxes will rise relentlessly. I used to joke that once that taxes won't stop rising until government takes 100% of your income. But a friend reminded me that after taking all the income they can still come after your assets. Let's hope they don't.
With guests already expecting to pay taxes on everything else they certainly expect to pay them on vacation rentals as well. The story I told of the guest who went elsewhere due to the tax is our first such encounter. Smart owners pay the tax and pass it on to the guests. Collusion about rates and policies is illegal according to the US government. But there is nothing illegal about requiring every owner and property manager to collect and charge the tax. And that's another reason why guests pay it - to stay in a given resort area the tax is mandatory and there is no way to escape it - so why try. They don't.
HOW TO CHARGE TAX:
When you buy a car, or clothes or jewelry and ask the price - the sales person never mentions the tax until they ring up the purchase. They presume any intelligent person knows there will be a tax on almost everything. But in vacation rentals we have to be more prudent. The same goes for deposits, cleaning fees, resort fees and the entire cost of renting.
Here is how we do it. Early in most inquiries the caller wants to know "What's the rate." It tempting to just blurt out the answer, but you may be doing a disservice to the guest. And if you don't remind them of tax they can later accuse you of misleading them. Instead, we answer the question this way,
"Well, there are several costs in renting. There is a refundable damage deposit, a one-time cleaning fee, a resort fee (if applicable) the rent and, OF COURSE, taxes. The rate varies by home you choose, the season and how long you stay. When do you want to come?"
Later in the conversation when the guest has chosen the unit, the dates and other details we then repeat the order in detail itemizing each item specifically including the tax. Sometimes the total is simply more than the guest can afford but this process minimize the tax objection (we can't waive it anyway) and actually makes most visitors comfortable that they know the whole price before making their purchase. And it even makes the calls go quicker. Try it.
WHAT ARE YOUR RATES:
Sales taxes come in many forms. In Washington State, where we live, the rates vary by county and city. We start with the basic amount to the state. Then we add county or city taxes and in Seattle (King County) we pay a regional transit tax. In certain tourist oriented areas visitors are slammed with an accommodation tax that fuels the local coffers. In Hawaii we pay General Excise Tax (GET) and a Transient Accommodation Tax (TAT) that add up to 11.419%. I have never asked but the TAT alone has to be a huge money maker for the state of Hawaii. They get a disproportionate number of guests to citizens in Hawaii but the state still cries budgeting woes while taxing its citizens at one of the highest rates in the nation.
KEEP A LOW PROFILE:
If have not been paying sales taxes you are in trouble. And even if you are new to renting I recommend keeping a low profile when determining what your tax rates might be. Virtually all governments have websites that spell out what is and what is not taxable. Believe it or not, we just discovered that the cleaning fees (janitorial services in the eyes of the state of Washington) are not sales taxable. We're trying to get a definitive answer in Hawaii. Yes, we've made good assumptions in the past but now its time to get it documented. We didn't expect to save some tax but that could a pleasant surprise in your case too.
So you need to be explicit and clear in finding your tax rates. The best way is to get your Accountant to answer the question. Or, in the alternate, call your taxing authorities and asking specifically what rate each item on your invoice or lease is taxed at.
No matter who you rely on for your answer be sure to get it in writing. Your accountant can write you a letter of opinion or you can write the authorities. Again, don't simply ask if rentals are taxed - ask about each type of charge specifically. And make sure you keep the answering letter in a safe place. Should you have a tax dispute later no phone call memory or email will protect you. All that counts is what you get in writing.
Please see the website section for other ideas:
- Forms & Contracts (Download free Guest Booking Confirmation)
INPUT:
As always I seek your input. Please share you tips, techniques compliments and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
Emily & Alfred Glossbrenner have written a great "how-to" book about owning and operating their vacation rental. Check out their Bucks County Cottage http://www.vrbo.com/7951. Read excerpts from their book at www.FireCrystal.com. It has lots of good info.
*** If you want your place added to the list of weekly contenders just drop me an email.
FEEDBACK:
Greetings from Las Vegas~
I must say that I believe the membership fee investment that i've made in VROA is one of the best values I've received - the information you provide is excellent! I do have a suggestion for your suggestion box - it has to do with the rating system for properties. Everyone knows the difference between a 3, 4 & 5 star hotel - why not use the same rating system so as not to confuse prospective renters? I would be much more interested in participating in the rating system if you did. Thank you for taking the time to read this and keep up the good work!
- Cynthia, Las Vegas NV
Thanks Cynthia, please reread the inspection & ratings info on the webpage. Each inspected property receives the Blue Ribbon Award AND between 1 and 5 stars.
- Wm. May
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
Monday, October 20, 2003
VROA NEWSLETTER - October 20, 2003
SUBJECT: Getting Ready for Winter Guests - Part Two
Last week we talked about those pesky little tasks every owner needs to do to get their Vacation home ready for winter guests. This week, let's focus on the needs of vacation spots in colder climes.
WATER PIPES: There are just two ways to manage water pipes in cold climates. If your homes is frequently vacant and for extended periods (a week or more) it makes more sense to shut off both the water and the heat when not in residence.
Frankly this method scares me a bit because everything must be done just right. First turn off the main water vale. Second, drain the excess water out of the pipes (hopefully you have a valve in the basement that allows you to do so easily.) And then, upon returning open the main valve, and open each sink to refill the pipes leading to them. Certainly this is the most sensible approach for homes that are vacant all winter.
But this approach has problems if you rent. Management companies, caretakers and certainly guests are not perfect. Failure to follow the process could cost you dearly.
HEATING THE HOME: The second method to manage water pipes is to keep the home slightly heated during the winter months. Naturally this adds energy expense but it insures your pipes will not freeze. That is, of course, as long as the power doesn't fail. So this method is not without its risks also.
PIPE HEATERS. It doesn't happen quickly but insulation around pipes can fail too. In the coldest of areas owner use electrified tape around all pipes, especially those anywhere near an exterior wall. This heats the pipe ever so slightly and prevents freezing. Autumn is the time to inspect all the pipe insulation and electrical connections to make sure they're going to protect your home for another winter. When in doubt replace the insulation or tape. Don't take chances.
============================================
This week's Sponsor: AMERICAN EXPRESS MERCHANT ACCOUNTS
If you don't take Amex cards you're missing out. To learn about how you can accept guest charges on American Express go to VROA.org, the right column and click on Amex.
============================================
MONITORS: No matter how good your management company or caretaker, do you worry that the heat could fail in your home and you could face huge repair bills? Let me warn you with a story. Some years ago a lake home directly across from one of ours suffered a water pipe break in an especially cold spell. With no one in the home (The owner did not want to rent in the winter) the water eventually became over three fee deep in the basement. This was a new $500,000 home and yet the water in the basement froze and, as we all known from high school, expanded as ice and eventually broke the concrete foundation. The damages $80,000
Did you know that this problem could have been prevented through the use of a protection device? Numerous manufacturers offer temperature alarms that, if the temperature in your home falls below a level that you set, will phone you and warn of the problem?
All of them monitor temperatures and other things such as power failure or the presence of water and will call you on up to three different phone numbers. Some can even receive phone calls allowing you to adjust your furnace or hot tub temperature before your arrive. You can look these manufacturer's m up on VROA.org Supplier list under "gadgets." Or check them out at:
www.TalkingThermostats.com 800-838-8860
www.Sensaphone.com 888-534-2315
www.ProtectingYourHome.com 800-947-9098
KEEP IT OCCUPIED: There is a lot to be said for renting your home in the off season. Naturally we think its great to rent to short term guests even if you get lower rates.
If you don't use or rent your place short term, having a human in the house who keeps an eye on pipes, furnaces and so forth is a big plus. Look for a local responsible person to rent the home during the winter. If necessary offer them a cheaper rate and use a long-term contract that gives you a good deal of control over occupancy, cleanliness and so forth. Be sure to have a firm end date so the home will be available for more profitable guests when the high season arrives. If you didn't get the past letter that dealt with the problems of Long Term Tenants you can find it one the VROA.org website.
CHIMNEY SWEEPS: The folks we use still wear the stove pipe hats, mostly for fun I think, but soot build up in your stove pipes is a very dangerous thing. In colder areas and especially with second home guests using your place you may not keep track of how much wood is going up the stack. But with every piece creosote build up occurs in the pipe.
Have you noticed the TV commercials for "Chimney Sweep Logs?" These are saw dust logs impregnated with certain chemicals. These products are not new and even Sweeps use something like them when the Creosote is so hardened as to make mechanical sweeping difficult. After which the softened material can be removed with conventional sweeping.
But most experts agree that these products are not sufficient to protect owners from the threat of chimney fires. The Chimney Safety Institute of America (www.CSIA.org ) recommends having your chimney inspected annual and cleaned as need be. Of course the frequency of cleaning is dependent on how much wood you've sent up the flue. Vacation homes may get less use but don't presume that smaller amounts spread over a number of years makes you less vulnerable.
Also, if you fireplace has bad breath (gives out a smell) cleaning will nip that halitosis in the bud. Another reason for inspections and cleaning. Guests loves cabins and lodges but they don't want that damp creepy smoke smell to infiltrate their clothes.
FIREWOOD: Yep, its time to haul in the firewood. Its actually smarter to order wood in the spring when the prices are usually lower but if you are not sure you have enough better place that order now. Remember to use a reputable dealer and double check that the wood is nice and dry. Using unseasoned wood greatly increases the odds of a chimney fire due to build up.
STORM WINDOWS: Do you use storm windows in the winter? If so, these too are not ageless. The seals can harden and crack causing the window to lose its protection. Be sure to inspect storm windows and doors every fall.
SNOW BLOWERS: A mechanical snow blower or snow plow is indispensable in many winter areas. Your Guests expect to have reasonable access to your property so you'll have to break out the blower when the white stuff piles up. But will it start when you need it? Just like Boats in the Spring, Snow blowers need to be serviced regular and Autumn is the time. The relatively minor cost and inconvenience of toting to the repair shop will be greatly offset by possible loss of income when guests can't access your home.
SNOW SHOVELS AND DE-ICERS: I hope you have lots of snow shovels and a good supply of deicers on hand. In our neck of the woods we're told its going to be a cold winter and keeping the walk ways free of snow is an on going challenge. Watch for salt and other deicers to show up in your home center and grab a bunch to get you through the cold hard winter.
Oh, and by the way, if you missed last week's reminder check list about winter tasks for all homes, regardless of location, here is a reminder:
SMOKE DETECTORS. Make sure you have them in all necessary locations and replace all the batteries.
CARBON MONOXIDE DETECTORS: If you don't have them get them. They are another wonderful safety device.
FIRE EXTINGUISHERS: Fire extinguishers need to be recharged or replaced periodically. Check the tag on yours to see if they are still good.
WINDOW AND DOOR SEALS: Things break. Make sure your window and door seals are in good condition.
EMERGENCY SHUTOFFS: Make sure guests know how to shut off your electricity and water in an emergency by creating signs and posting them in a handy location like by the kitchen sink.
SUNDRIES: Now is the time stock up on paper towels, toilet paper and coffee filters.
DEEP CLEANING: You will want to get this out of the way. Make sure windows, carpets and the whole house are neat and tidy.
Please see the website section for other ideas:
- Tip and Techniques
- Forms & Contracts (Download free Property Checklist)
- Suppliers List under "Gadgets"
FEEDBACK:
As always I seek your feedback. Please share you tips, techniques compliments and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
Palm Springs Magazine has Carole Smith?s English Garden Cottage. The site has flash presentations and virtual tours. Click here to see this beauty: http://www.palmspringsvacationconnection.com/h_101_english_country_cottage.htm
*** If you want your place added to the list of weekly contenders just drop me an email.
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
SUBJECT: Getting Ready for Winter Guests - Part Two
Last week we talked about those pesky little tasks every owner needs to do to get their Vacation home ready for winter guests. This week, let's focus on the needs of vacation spots in colder climes.
WATER PIPES: There are just two ways to manage water pipes in cold climates. If your homes is frequently vacant and for extended periods (a week or more) it makes more sense to shut off both the water and the heat when not in residence.
Frankly this method scares me a bit because everything must be done just right. First turn off the main water vale. Second, drain the excess water out of the pipes (hopefully you have a valve in the basement that allows you to do so easily.) And then, upon returning open the main valve, and open each sink to refill the pipes leading to them. Certainly this is the most sensible approach for homes that are vacant all winter.
But this approach has problems if you rent. Management companies, caretakers and certainly guests are not perfect. Failure to follow the process could cost you dearly.
HEATING THE HOME: The second method to manage water pipes is to keep the home slightly heated during the winter months. Naturally this adds energy expense but it insures your pipes will not freeze. That is, of course, as long as the power doesn't fail. So this method is not without its risks also.
PIPE HEATERS. It doesn't happen quickly but insulation around pipes can fail too. In the coldest of areas owner use electrified tape around all pipes, especially those anywhere near an exterior wall. This heats the pipe ever so slightly and prevents freezing. Autumn is the time to inspect all the pipe insulation and electrical connections to make sure they're going to protect your home for another winter. When in doubt replace the insulation or tape. Don't take chances.
============================================
This week's Sponsor: AMERICAN EXPRESS MERCHANT ACCOUNTS
If you don't take Amex cards you're missing out. To learn about how you can accept guest charges on American Express go to VROA.org, the right column and click on Amex.
============================================
MONITORS: No matter how good your management company or caretaker, do you worry that the heat could fail in your home and you could face huge repair bills? Let me warn you with a story. Some years ago a lake home directly across from one of ours suffered a water pipe break in an especially cold spell. With no one in the home (The owner did not want to rent in the winter) the water eventually became over three fee deep in the basement. This was a new $500,000 home and yet the water in the basement froze and, as we all known from high school, expanded as ice and eventually broke the concrete foundation. The damages $80,000
Did you know that this problem could have been prevented through the use of a protection device? Numerous manufacturers offer temperature alarms that, if the temperature in your home falls below a level that you set, will phone you and warn of the problem?
All of them monitor temperatures and other things such as power failure or the presence of water and will call you on up to three different phone numbers. Some can even receive phone calls allowing you to adjust your furnace or hot tub temperature before your arrive. You can look these manufacturer's m up on VROA.org Supplier list under "gadgets." Or check them out at:
www.TalkingThermostats.com 800-838-8860
www.Sensaphone.com 888-534-2315
www.ProtectingYourHome.com 800-947-9098
KEEP IT OCCUPIED: There is a lot to be said for renting your home in the off season. Naturally we think its great to rent to short term guests even if you get lower rates.
If you don't use or rent your place short term, having a human in the house who keeps an eye on pipes, furnaces and so forth is a big plus. Look for a local responsible person to rent the home during the winter. If necessary offer them a cheaper rate and use a long-term contract that gives you a good deal of control over occupancy, cleanliness and so forth. Be sure to have a firm end date so the home will be available for more profitable guests when the high season arrives. If you didn't get the past letter that dealt with the problems of Long Term Tenants you can find it one the VROA.org website.
CHIMNEY SWEEPS: The folks we use still wear the stove pipe hats, mostly for fun I think, but soot build up in your stove pipes is a very dangerous thing. In colder areas and especially with second home guests using your place you may not keep track of how much wood is going up the stack. But with every piece creosote build up occurs in the pipe.
Have you noticed the TV commercials for "Chimney Sweep Logs?" These are saw dust logs impregnated with certain chemicals. These products are not new and even Sweeps use something like them when the Creosote is so hardened as to make mechanical sweeping difficult. After which the softened material can be removed with conventional sweeping.
But most experts agree that these products are not sufficient to protect owners from the threat of chimney fires. The Chimney Safety Institute of America (www.CSIA.org ) recommends having your chimney inspected annual and cleaned as need be. Of course the frequency of cleaning is dependent on how much wood you've sent up the flue. Vacation homes may get less use but don't presume that smaller amounts spread over a number of years makes you less vulnerable.
Also, if you fireplace has bad breath (gives out a smell) cleaning will nip that halitosis in the bud. Another reason for inspections and cleaning. Guests loves cabins and lodges but they don't want that damp creepy smoke smell to infiltrate their clothes.
FIREWOOD: Yep, its time to haul in the firewood. Its actually smarter to order wood in the spring when the prices are usually lower but if you are not sure you have enough better place that order now. Remember to use a reputable dealer and double check that the wood is nice and dry. Using unseasoned wood greatly increases the odds of a chimney fire due to build up.
STORM WINDOWS: Do you use storm windows in the winter? If so, these too are not ageless. The seals can harden and crack causing the window to lose its protection. Be sure to inspect storm windows and doors every fall.
SNOW BLOWERS: A mechanical snow blower or snow plow is indispensable in many winter areas. Your Guests expect to have reasonable access to your property so you'll have to break out the blower when the white stuff piles up. But will it start when you need it? Just like Boats in the Spring, Snow blowers need to be serviced regular and Autumn is the time. The relatively minor cost and inconvenience of toting to the repair shop will be greatly offset by possible loss of income when guests can't access your home.
SNOW SHOVELS AND DE-ICERS: I hope you have lots of snow shovels and a good supply of deicers on hand. In our neck of the woods we're told its going to be a cold winter and keeping the walk ways free of snow is an on going challenge. Watch for salt and other deicers to show up in your home center and grab a bunch to get you through the cold hard winter.
Oh, and by the way, if you missed last week's reminder check list about winter tasks for all homes, regardless of location, here is a reminder:
SMOKE DETECTORS. Make sure you have them in all necessary locations and replace all the batteries.
CARBON MONOXIDE DETECTORS: If you don't have them get them. They are another wonderful safety device.
FIRE EXTINGUISHERS: Fire extinguishers need to be recharged or replaced periodically. Check the tag on yours to see if they are still good.
WINDOW AND DOOR SEALS: Things break. Make sure your window and door seals are in good condition.
EMERGENCY SHUTOFFS: Make sure guests know how to shut off your electricity and water in an emergency by creating signs and posting them in a handy location like by the kitchen sink.
SUNDRIES: Now is the time stock up on paper towels, toilet paper and coffee filters.
DEEP CLEANING: You will want to get this out of the way. Make sure windows, carpets and the whole house are neat and tidy.
Please see the website section for other ideas:
- Tip and Techniques
- Forms & Contracts (Download free Property Checklist)
- Suppliers List under "Gadgets"
FEEDBACK:
As always I seek your feedback. Please share you tips, techniques compliments and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
Palm Springs Magazine has Carole Smith?s English Garden Cottage. The site has flash presentations and virtual tours. Click here to see this beauty: http://www.palmspringsvacationconnection.com/h_101_english_country_cottage.htm
*** If you want your place added to the list of weekly contenders just drop me an email.
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
Subscribe to:
Comments (Atom)
Posts
