VROA COMPLIMENTARY NEWSLETTER - August 25th, 2003
SUBJECT: The joy of Vacation Rental-ing
------------------------------------------------------------
To receive this newsletter from the Vacation Rental Owners Association every week and to see all of our helpful owner and affiliate services please visit www.VROA.org.
------------------------------------------------------------
If you think the newsletter is late this week -you are right. Because this week I sampled the joys of staying in someone else's vacation rental home. I'm actually supposed to still be on vacation but just had to drop a line to all the nice VROA folks I'm hearing from.
BACK TO THE BEACH.
So I'm sitting right now on the porch of a stunning 3,000 square foot mountain lodge on picture perfect Priest Lake in the extreme North of Idaho's Panhandle. This area of the world has lots of major mountain lakes. If you're not from these parts you must find some time one day to visit Lake Coeur d'Alene, Lake Pend Oreille, Priest Lake and the dozens of smaller and out of the way water meccas.
While they are popular areas some of them still have picturesque acreage available and lots of peace and quiet. Pend Oreille is also just down the hill form Schweitzer Basin ski area a very up and coming place. Good bargains there too. Coeur d'Alene is well know and home of the ultra fancy Coeur d'Alene Resort (http://www.cdaresort.com). If you're a golfer you've seen it featured in Golf publications as the one with the floating 18th hole.
These lakes are clear and clean. The climate is bracing in winter and warm to hot in summer. You can pretty much always count on good weather. Big time boating in summer and winter outdoor sports when it is cold. The terrain varies but you can count on some easy access locations and others where the granite peaks shoot strait up out of the water. I picked up one of the local fishing guide pamphlets that claimed the dozen 15 pounders were "an average days catch."
We took several tours of the lake by boat and I was struck by how large it was and how few the homes. While there are still plenty of residents I learned later that a good portion of the lake is surrounded by nation and state forest lands that will remain forever unused. The lack of growth encourages me, but I have to admit that I couldn't help but imagine building a modern interior - rustic exterior lodge at some locations where the navy blue water lapped at dazzling white sand beaches.
So back to the home I'm sitting in.
The owner is a long time friend and partner - Jerry Rose. Last year he and his wife Terri recently escaped from a hubbub of California, relocating his business practice to Spokane Washington. In just a 90-minute drive he finds himself in the middle of the forest on the spot he and his wife have built their dream cabin. Although its tough to call this place a cabin because it has four big bedrooms, 3 baths, designer kitchen, extra high ceilings, giant stone fireplace. Its stick built but with massive log supports and decoration.
The exteriors are wide cedar siding stained perfectly and complimented by giant green framed metal windows that open and swing out wide. The lot is mostly level and the giant deck sits on the second level providing clear vistas across the 28 mile long and 4 mile wide body of water. Although the home was not yet really complete Jerry was besieged with folks wanting to rent this summer, so he rented some weeks (at a discount) explaining the counters still had plywood on them and still the guests were delighted with the place.
Jerry and Terri are smart. They put slate hard surfaces in much of the home - virtually indestructible for guests. Slate floors. Granite counter tops. Light pine sided rooms and ceilings. In the winter a few throw rugs make it warm on the feet and still easy to clean. He's picked tight weave Berber carpet with a bit of a pattern for the bedrooms. Again to make them hard to stain and easy to clean.
The kitchen has a huge refrigerator - something guests? love especially in remote areas like this where they have to bring in a lot of food. There is an over sized family dining table in the great room adjacent to the kitchen island. We group gathered frequently around it for gossip, laughs and silliness.
Now I must tell you that Jerry is a very detailed person. In fact, its one of his best attributes. I have to admit he has me beat on thinking things through - especially as a rental. He has a well-constructed dock that can actually be disengaged and pull to shore in winter to keep the sometimes ice clogged lake from damaging it. His beautiful 20-foot run about sits on a custom aluminum contraption that lifts it out of the water with a twirl of a large wheel. (It looks like it could have come from the steering end of a racing yacht.)
The heat, along with the kitchen stove and a few other appliances, are propane powered. Outside there is an oversize electrical generator to use if the electricity is cut. Doesn't happen often but when you're 60 miles from the nearest major town you'd hate to have guests cancel in the middle of a stay for lack of power - and lose that income. The generator will essentially pay for itself.
The living room features a set of Elk antler's the owners have been storing for years in anticipation of building a perfect place for them. They've also been promised a moose head for the soaring stairs area but it might actually be too big. If you're getting an impressions from this description I hope its one of a home that is perfected suited for its location. I am sometimes disappointed in homes that, while beautiful, are simply constructed in the wrong location? For example, this wonderful house would look downright silly in the tropics somewhere and probably wouldn't rent either.
My son was disappointed that there is no high speed internet access because he's currently addicted to the Star Wars on-line video game but found time to vegetate in front of the big screen TV and Satellite service (new to him). In fact, I found myself vegetating a few times with my arms around the boy. Not sure how much longer he'll let me get away with that but I figured I'd better take the opportunity while I could.
At 13 he's already 6 foot 1 inches tall. I remember that age well and let him sloth around a plenty. Frequently he slept until noon even though there were plenty of lake things to do. As we left I asked him what he liked most and he said, "Sleeping 12 hours non-stop." That's a good thing, isn't it.
My wife, on the other hand, took many hours to sit on the deck with her feet up reading novel after novel. She did a trip in the boat and a run to town but other than that her idea of nirvana is to get a minute, an hour, a day or more to do nothing at all. Vacation rentals are good for activities but they may be at their finest when they convince occupants to spend time moving back to a slower pace.
It strikes me that sometimes taking our time is what Vacation Rentals are mostly about? While hotels have expansive lobbies, frenetic activity decks and room service maybe guests are turning to vacation rentals because of something simple that resorts can never offer. The chance to get just a little tighter with our families. Maybe it even FORCES us to be with our families. To eliminate those nuisance cell phones and email and other modern day marvels that clutter our life and strangely enough cause us to become even more distant from those we love.
Yes, I do what most of you do when promoting our homes. I feature all the great amenities of each house. All the fun things to do in the area. Where to buy the priciest meal and even where to spend your money. It is my observation that first time vacation rental users usually do not understand why they're drawn to the idea of a rental home. But they go home satisfied in a way that they may not even be able to put into words. They had fun by being together, by spending some time on something for themselves and by finding another place to call home.
A REQUEST:
Some of our newsletters concentrate on the work and occasionally distressing part of being a property owner. But I'd like to remind us all of why we own and operate vacation rentals. Please drop me a note about your special place in the woods, on the beach or anywhere else. I'll even include some links for the best of them in future newsletters.
HOME OF THE WEEK:
This week, how about checking out my Vacation Rental of the week. Its one of our own, but next week I'd love to feature yours. Just drop me an email.
www.SaintAnton.com
FEEDBACK:
As always I seek your feedback. Please share you thoughts, stories, compliments and complaints on this or any other subject by writing me at Director@VROA.org.
===========================================
VROA NEWSLETTER - THIS ISSUE SPONSORED BY:
www.SunGraphic.com
Offering home owners great website design are affordable prices
with a unique automated program that really show cases your place.
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Owner 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, August 25, 2003
Monday, August 18, 2003
VROA COMPLIMENTARY NEWSLETTER - August 18th, 2003
SUBJECT: Those Guest from Hell - Part 2
------------------------------------------------------------
To receive this newsletter from the Vacation Rental Owners Association every week and to see all of our helpful owner and affiliate services please visit www.VROA.org.
------------------------------------------------------------
Last issue you were introduced to some of those "Guests from Hell." You know, the ones who pay too little and ask too much and then decide to fight it out with you over the most trivial of situations that are none of your making. I won't bore you again this week with the reasons that cause such situations. But thought I'd share some of the horror stories I've heard:
- How about the guy in Hawaii who complained because it was too hot there. (And thought he should get a credit because of that)
- Or the family who didn't enjoy their winter ski trip because there was too much snow. (And wanted a credit)
- Or the woman who called every day crying hysterically during her stay because the closet in the 4th bedroom wasn't big enough. (This in a $600,000 drop dead gorgeous lakeside home).
- How about the guest who damaged a unit and then said, "What's the problem I paid a deposit so I could do that."
THE PUBLIC: If you've worked in any industry that deals with the public you already know there are some really crazy folks our there. While it is an accepted cliché that the customer is always right - in fact, the customers who complain the loudest are seldom right. Unfortunately there is little we can do to avoid the undesirables because they seldom reveal their emotional instability until we already have a relationship (contract) with them. By then we have no choice.
Rather than blame the small minority of customers who make life difficult, let's talk about the two points that we can do something about:
- FIRST, guests' don't know what to expect from our new and informal industry.
- SECOND, as an industry we've not set standards nor educated the media or public what to expect.
(Yes this is a thinly veiled plug for the VROA property rating system. In fact, we intend to issue detailed standards for the industry and publish to the website and promote them in the media. Its a long and winding road, but one day we can help the public know what to expect and also limit any unrealistic expectations they have.)
In the meantime, here are some other suggestions about how to deal with Guests from Hell:
HINT #1: Start by learning from other industries who deal with the "real public." And that is to simply ACCEPT THE FACT that there are some real nut cakes out there. And then spend our time over serving the good customers and dealing efficiently with those who may have legitimate questions.
HINT #2: The second suggestion is to use accurate terminology. For example - never refer to Guest questions, comments or complaints as "complaints". That implies that that whatever they've dreamed up is indeed a legitimate complaint. Because we own a number of homes we have a little perspective on the subject. When we receive a call about anything even the most minor request for assistance (maybe they simply want to know where to find the light switch - and yes they do ask) we pop out a "Guest Issues" Form and write it down. We then record what action we took. If that solves the problem great, if not we keep the form open until the situation is resolved. Putting a copy of the form in their file will remind you later if anything they reported was legitimate. And it will help you remember and defend your actions.
HINT #3: Another reminder is to make sure you have a very thorough Guest Agreement. Mount Baker Lodging up in our neck of the woods calls it their "Guest Responsibility Agreement" and it spells out just what it says. I'll bet it doesn't resolve every situation but it really puts the guest on notice. You can take a look at their paperwork on line at www.MtBakerLodging.com by clicking on the "GRA" link. Never use any one else's agreement. Make sure you have an attorney and that they review your agreement.
NOTE: If you have prospective visitors who question your Guest Agreement or nit pick the language I have a word of advice that will make your life easier - walk away from them. Even if it is the slow season, even if you need the rent, even if the nit-picks aren't really a big deal. Walk away - it?s your property. You need to set the rules and not deviate. Worst of all - if you do deviate - you may not remember what special considerations you gave them. The chances of a nit-picker giving you grief later is much higher than with a guest who understands you set the rules and won't alter them.
Here is a comparison, if you have a good relationship with your bank, if you know them personally and they take good care of you. Just try to go in one way, sign a new checking account agreement (as an example) and tell them you are going to scratch out some of the language. They may have loved you before but they won't anymore. You'll have to take your business elsewhere. Guests need to be treated with the same uniformity.
HINT #4: The next suggestion is to answer "Issues" very quickly. Experience indicates that the longer a complaint goes unanswered the more likely that the guest will blow it out of proportion and the more justified they feel in demanding an unearned credit. They will be happy to demand a $100 credit for every penny of inconvenience they think they've suffered. Don't let things sit.
HINT #5: Whether a guest issue is legitimate or not it is important to "be prepared to act." In future issues we'll spend time exploring about how to resolve legitimate issues such as broken equipment, insufficient cleaning and so forth. Right now let's focus on making sure you are ready to handle IMPROPER complaints by making sure you know the laws that govern your rental. Most states or jurisdictions have laws and homeowner associations have rules about what is and is not permitted. You must be intimately familiar with those requirements and be ready to enforce them. Your contract must give you the right to immediately evict problem guests.
NOTE: If you haven't done so already, it would be wise to join your local or state Lodging Association. While much of what they focus differs from private vacation homes they are, none-the-less, a good source of data. They have lots of information, resources and are a handy way to learn more about the lodging industry. Membership fees are usually modest.
HINT #6: Please do your fellow VROA members a favor - put the names of problem makers on the VROA Unwelcome list. All members have access to this handy list of guests who have made life hell for other owners. Its wise to check for the names of your prospective guests against the list.
You may know that firms who manage long-term rentals consider it essential to check the credit and criminal records of prospective tenants. To do so they secure the prospects permission to do so in their lease application. It is not usually practical to do that in advance for short-term rentals - but we can keep track of troublemakers after the fact and warn other owners of troublemakers.
NOTE: We recommend including language in your Guest Agreement that authorizes you to check and report the guest's behavior to credit reporting agencies as well as to the Vacation Rental Owners Association "Unwelcome list." With just a clause or two you secure your right to avoid troublemakers.
Well - so far so good about Guests from Hell. They can be prepared for, managed and their problems lessened if we work together to educate the public and work together to formalize and improve our industry. Please help us do that by using the Unwelcome Guest List, by inviting other owners to join VROA and by sending me your thoughts on the issue.
***** As always I seek your feedback. Please share you thoughts, stories, compliments and complaints on this or any other subject by writing me at Director@VROA.org.
===========================================
VROA NEWSLETTER - THIS ISSUE SPONSORED BY:
www.SunGraphic.com
Offering home owners great website design are affordable prices
with a unique automated program that really show cases your place.
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Owner 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: Those Guest from Hell - Part 2
------------------------------------------------------------
To receive this newsletter from the Vacation Rental Owners Association every week and to see all of our helpful owner and affiliate services please visit www.VROA.org.
------------------------------------------------------------
Last issue you were introduced to some of those "Guests from Hell." You know, the ones who pay too little and ask too much and then decide to fight it out with you over the most trivial of situations that are none of your making. I won't bore you again this week with the reasons that cause such situations. But thought I'd share some of the horror stories I've heard:
- How about the guy in Hawaii who complained because it was too hot there. (And thought he should get a credit because of that)
- Or the family who didn't enjoy their winter ski trip because there was too much snow. (And wanted a credit)
- Or the woman who called every day crying hysterically during her stay because the closet in the 4th bedroom wasn't big enough. (This in a $600,000 drop dead gorgeous lakeside home).
- How about the guest who damaged a unit and then said, "What's the problem I paid a deposit so I could do that."
THE PUBLIC: If you've worked in any industry that deals with the public you already know there are some really crazy folks our there. While it is an accepted cliché that the customer is always right - in fact, the customers who complain the loudest are seldom right. Unfortunately there is little we can do to avoid the undesirables because they seldom reveal their emotional instability until we already have a relationship (contract) with them. By then we have no choice.
Rather than blame the small minority of customers who make life difficult, let's talk about the two points that we can do something about:
- FIRST, guests' don't know what to expect from our new and informal industry.
- SECOND, as an industry we've not set standards nor educated the media or public what to expect.
(Yes this is a thinly veiled plug for the VROA property rating system. In fact, we intend to issue detailed standards for the industry and publish to the website and promote them in the media. Its a long and winding road, but one day we can help the public know what to expect and also limit any unrealistic expectations they have.)
In the meantime, here are some other suggestions about how to deal with Guests from Hell:
HINT #1: Start by learning from other industries who deal with the "real public." And that is to simply ACCEPT THE FACT that there are some real nut cakes out there. And then spend our time over serving the good customers and dealing efficiently with those who may have legitimate questions.
HINT #2: The second suggestion is to use accurate terminology. For example - never refer to Guest questions, comments or complaints as "complaints". That implies that that whatever they've dreamed up is indeed a legitimate complaint. Because we own a number of homes we have a little perspective on the subject. When we receive a call about anything even the most minor request for assistance (maybe they simply want to know where to find the light switch - and yes they do ask) we pop out a "Guest Issues" Form and write it down. We then record what action we took. If that solves the problem great, if not we keep the form open until the situation is resolved. Putting a copy of the form in their file will remind you later if anything they reported was legitimate. And it will help you remember and defend your actions.
HINT #3: Another reminder is to make sure you have a very thorough Guest Agreement. Mount Baker Lodging up in our neck of the woods calls it their "Guest Responsibility Agreement" and it spells out just what it says. I'll bet it doesn't resolve every situation but it really puts the guest on notice. You can take a look at their paperwork on line at www.MtBakerLodging.com by clicking on the "GRA" link. Never use any one else's agreement. Make sure you have an attorney and that they review your agreement.
NOTE: If you have prospective visitors who question your Guest Agreement or nit pick the language I have a word of advice that will make your life easier - walk away from them. Even if it is the slow season, even if you need the rent, even if the nit-picks aren't really a big deal. Walk away - it?s your property. You need to set the rules and not deviate. Worst of all - if you do deviate - you may not remember what special considerations you gave them. The chances of a nit-picker giving you grief later is much higher than with a guest who understands you set the rules and won't alter them.
Here is a comparison, if you have a good relationship with your bank, if you know them personally and they take good care of you. Just try to go in one way, sign a new checking account agreement (as an example) and tell them you are going to scratch out some of the language. They may have loved you before but they won't anymore. You'll have to take your business elsewhere. Guests need to be treated with the same uniformity.
HINT #4: The next suggestion is to answer "Issues" very quickly. Experience indicates that the longer a complaint goes unanswered the more likely that the guest will blow it out of proportion and the more justified they feel in demanding an unearned credit. They will be happy to demand a $100 credit for every penny of inconvenience they think they've suffered. Don't let things sit.
HINT #5: Whether a guest issue is legitimate or not it is important to "be prepared to act." In future issues we'll spend time exploring about how to resolve legitimate issues such as broken equipment, insufficient cleaning and so forth. Right now let's focus on making sure you are ready to handle IMPROPER complaints by making sure you know the laws that govern your rental. Most states or jurisdictions have laws and homeowner associations have rules about what is and is not permitted. You must be intimately familiar with those requirements and be ready to enforce them. Your contract must give you the right to immediately evict problem guests.
NOTE: If you haven't done so already, it would be wise to join your local or state Lodging Association. While much of what they focus differs from private vacation homes they are, none-the-less, a good source of data. They have lots of information, resources and are a handy way to learn more about the lodging industry. Membership fees are usually modest.
HINT #6: Please do your fellow VROA members a favor - put the names of problem makers on the VROA Unwelcome list. All members have access to this handy list of guests who have made life hell for other owners. Its wise to check for the names of your prospective guests against the list.
You may know that firms who manage long-term rentals consider it essential to check the credit and criminal records of prospective tenants. To do so they secure the prospects permission to do so in their lease application. It is not usually practical to do that in advance for short-term rentals - but we can keep track of troublemakers after the fact and warn other owners of troublemakers.
NOTE: We recommend including language in your Guest Agreement that authorizes you to check and report the guest's behavior to credit reporting agencies as well as to the Vacation Rental Owners Association "Unwelcome list." With just a clause or two you secure your right to avoid troublemakers.
Well - so far so good about Guests from Hell. They can be prepared for, managed and their problems lessened if we work together to educate the public and work together to formalize and improve our industry. Please help us do that by using the Unwelcome Guest List, by inviting other owners to join VROA and by sending me your thoughts on the issue.
***** As always I seek your feedback. Please share you thoughts, stories, compliments and complaints on this or any other subject by writing me at Director@VROA.org.
===========================================
VROA NEWSLETTER - THIS ISSUE SPONSORED BY:
www.SunGraphic.com
Offering home owners great website design are affordable prices
with a unique automated program that really show cases your place.
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Owner 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, August 11, 2003
VROA COMPLIMENTARY NEWSLETTER - August 11th, 2003
SUBJECT: Those guests from hell - part 1
------------------------------------------------------------
To receive this newsletter from the Vacation Rental Owners Association every week and to see all of our helpful owner and affiliate services please visit www.VROA.org.
------------------------------------------------------------
Most owners and managers work hard to make their vacation rental homes great places to stay. But it seems no matter how perfect your place there will always be a small percentage of guests who find fault with it. Sometimes those complaints are legitimate and usually of a minor nature. In many cases, however, guests seem to expect accommodations, services and other perks that simply were never offered. There are even some visitors who will waste their time and yours running you through the mill in an attempt to steal a few nights bookings.
Carole from Palm Springs writes, "The Family from Hell !!!!! Mr. O Calls and Mrs. O yells in the background the whole time, screech, Yak, Yell. 10 Days they stay. Apart from the Initial I can't find this, I can't find that call - all is well for about 5 days. Then they have trouble with the Jacuzzi heat - we walk them thru - They can't get it!! We talk them thru -They don't get it. We explain and explain - Nope they don't get it (they say they do) When they leave they leave a Broken Thermostat, Yanked off Pool handle and inside a lot more Minor but annoying stuff. But a very Broken Spa (luckily under Warranty..)"
Carole says she returned their deposit less the damages and then she gets a complaint for things they found wrong with the home, "After their Vacation was over !!!! 2 months later !!!"
Here is a Sample.
- The Yard was overgrown. (Its an English Country Garden)
- The Bed smelled of Cheap Perfume. (We spray our pillows with Lavender for Guests)
- The shower Curtain was torn (Yes when they left)
- The Carpets were not cleaned (Its 90% Tile Floors)
- It hadn't been cleaned. (They arrived early and the maid service was still there)
Carole adds, "And it hurts because you know its fabricated and they can cause you grief. We need a "Bad Guest" List" - we need to all stick together" on such guests.
(Good news - we do have a "Unwelcome Guest" list on the VROA.org website)
Well don't feel bad Carole. Anyone who deals with the public will think vacation rental owners are getting off easy. I had a secretary some years ago who had managed a video store and you can imagine some of the deadbeats who walk in there. Especially the ones who frequent that little room in back with the curtain that says, "No minors allowed." Her favorite story was the fellow who rented five adult videos and didn't return them for a full year. When he came back he said, "I didn't really enjoy them, so I don't want to pay a late fee and I want my fee back too because they didn't have the desired effect." She didn't ask him what effect that was.
So why do we have these (thankfully infrequent) guests from hell? There are two main reasons:
First, we're in a somewhat new and informal industry. Most guests understand the rules in other industries like Hotels (even though hotel operators have stories that make ours seem tame by comparison). But even folks who really enjoy their stays don't always know what they should expect from a rental home and what they should not. For example, most owners don't offer 24 hour a day phone support, immediate handyman services or refunds because there were mosquitoes at the lake, or not enough snow at the mountains or not enough sunshine in the Caribbean that week. (And yep we've heard all those from owners)."
The second problem is that we as an industry have not set standards and haven't of course adhered to any. Worse - we haven't publicized those expectations (good and bad) to the general public. So guests simply don't know what they're getting. Some are delighted with anything that's clean, comfortable and pleasant. Others expect a million dollar suite for a dollar a day rental rate.
In some ways you can't blame the guests for thinking they're getting one thing and are then disappointed when it proves to be something else. The Vacation Rental home business is growing especially fast right now. And for good reason. Owning your dream spot in the mountains, at the lake or beach is something many folks long for. And renting it out to help pay the bills is logical way to attain that dream.
But it is not always an easy way to bring in rent. Like all enterprises there are details to master, contingencies to lay and preparation for the best and the worst to come.
I think its high time Vacation Rental Owners work together to set the rules, insure that our members are doing good work and then demanding that guests also behave and limit their "Issues" to those they bargained for.
TO BE CONTINUED
After all this complaining you're probably hankering for some meat and potatoes. So in the next newsletter I'll give you a list of hints about what seems to work for other owners. Lots of good, easy and cheap methods and procedures that will save you grief and time and money. I hope this newsletter has given you a taste of what to expect.
In the meantime, send me your war stories about your Guests from hell. At the least it should be therapeutic to get those beasts off your back.
***** As always I seek your feedback. Please share you thoughts, stories, compliments and complaints on this or any other subject by writing me at Director@VROA.org.
===========================================
VROA NEWSLETTER - THIS ISSUE SPONSORED BY:
www.SunGraphic.com
Offering home owners great website design are affordable prices
with a unique automated program that really show cases your place.
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Owner 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: Those guests from hell - part 1
------------------------------------------------------------
To receive this newsletter from the Vacation Rental Owners Association every week and to see all of our helpful owner and affiliate services please visit www.VROA.org.
------------------------------------------------------------
Most owners and managers work hard to make their vacation rental homes great places to stay. But it seems no matter how perfect your place there will always be a small percentage of guests who find fault with it. Sometimes those complaints are legitimate and usually of a minor nature. In many cases, however, guests seem to expect accommodations, services and other perks that simply were never offered. There are even some visitors who will waste their time and yours running you through the mill in an attempt to steal a few nights bookings.
Carole from Palm Springs writes, "The Family from Hell !!!!! Mr. O Calls and Mrs. O yells in the background the whole time, screech, Yak, Yell. 10 Days they stay. Apart from the Initial I can't find this, I can't find that call - all is well for about 5 days. Then they have trouble with the Jacuzzi heat - we walk them thru - They can't get it!! We talk them thru -They don't get it. We explain and explain - Nope they don't get it (they say they do) When they leave they leave a Broken Thermostat, Yanked off Pool handle and inside a lot more Minor but annoying stuff. But a very Broken Spa (luckily under Warranty..)"
Carole says she returned their deposit less the damages and then she gets a complaint for things they found wrong with the home, "After their Vacation was over !!!! 2 months later !!!"
Here is a Sample.
- The Yard was overgrown. (Its an English Country Garden)
- The Bed smelled of Cheap Perfume. (We spray our pillows with Lavender for Guests)
- The shower Curtain was torn (Yes when they left)
- The Carpets were not cleaned (Its 90% Tile Floors)
- It hadn't been cleaned. (They arrived early and the maid service was still there)
Carole adds, "And it hurts because you know its fabricated and they can cause you grief. We need a "Bad Guest" List" - we need to all stick together" on such guests.
(Good news - we do have a "Unwelcome Guest" list on the VROA.org website)
Well don't feel bad Carole. Anyone who deals with the public will think vacation rental owners are getting off easy. I had a secretary some years ago who had managed a video store and you can imagine some of the deadbeats who walk in there. Especially the ones who frequent that little room in back with the curtain that says, "No minors allowed." Her favorite story was the fellow who rented five adult videos and didn't return them for a full year. When he came back he said, "I didn't really enjoy them, so I don't want to pay a late fee and I want my fee back too because they didn't have the desired effect." She didn't ask him what effect that was.
So why do we have these (thankfully infrequent) guests from hell? There are two main reasons:
First, we're in a somewhat new and informal industry. Most guests understand the rules in other industries like Hotels (even though hotel operators have stories that make ours seem tame by comparison). But even folks who really enjoy their stays don't always know what they should expect from a rental home and what they should not. For example, most owners don't offer 24 hour a day phone support, immediate handyman services or refunds because there were mosquitoes at the lake, or not enough snow at the mountains or not enough sunshine in the Caribbean that week. (And yep we've heard all those from owners)."
The second problem is that we as an industry have not set standards and haven't of course adhered to any. Worse - we haven't publicized those expectations (good and bad) to the general public. So guests simply don't know what they're getting. Some are delighted with anything that's clean, comfortable and pleasant. Others expect a million dollar suite for a dollar a day rental rate.
In some ways you can't blame the guests for thinking they're getting one thing and are then disappointed when it proves to be something else. The Vacation Rental home business is growing especially fast right now. And for good reason. Owning your dream spot in the mountains, at the lake or beach is something many folks long for. And renting it out to help pay the bills is logical way to attain that dream.
But it is not always an easy way to bring in rent. Like all enterprises there are details to master, contingencies to lay and preparation for the best and the worst to come.
I think its high time Vacation Rental Owners work together to set the rules, insure that our members are doing good work and then demanding that guests also behave and limit their "Issues" to those they bargained for.
TO BE CONTINUED
After all this complaining you're probably hankering for some meat and potatoes. So in the next newsletter I'll give you a list of hints about what seems to work for other owners. Lots of good, easy and cheap methods and procedures that will save you grief and time and money. I hope this newsletter has given you a taste of what to expect.
In the meantime, send me your war stories about your Guests from hell. At the least it should be therapeutic to get those beasts off your back.
***** As always I seek your feedback. Please share you thoughts, stories, compliments and complaints on this or any other subject by writing me at Director@VROA.org.
===========================================
VROA NEWSLETTER - THIS ISSUE SPONSORED BY:
www.SunGraphic.com
Offering home owners great website design are affordable prices
with a unique automated program that really show cases your place.
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Owner 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, August 04, 2003
VROA NEWSLETTER - August 4th, 2003
SUBJECT: The secret little ways to cut rental expenses
Vacation home owners have a number of pretty big concerns. But there are few nagging little ideas I hear from owners about saving money that might be worth sharing in case you're not already on top of them. Here they are:
- SIMPLE THERMOSTATS: I mentioned these a month ago and had lots of feedback. Set-back thermostats are great at your full time home but most guests operate them incorrectly often running up the heat in winter and the AC in summer. They can really jack up your bills. A simple (and often cheaper) setback thermostat will save you money. You know - they kind that you turn up and then turn down. Really simple. Its more likely that a guest will turn it up and down when they leave the premise than that they'll leave a complicated one alone. And when they mess with your fancy thermostat it will cost you money.
- ONE DAY'S SUNDRIES: We want guests to feel like family in our homes. So naturally its necessary to provide those little sundries for guests such as toilet paper, paper towels, bath and hand soap, laundry and dishwasher detergent and so forth. We certainly don't want them to check in late one night and not have TP. But I am continually amazed at how much tissue folks can run through. Now I REALLY don't want to know where it all goes. But its clear all the guests in the world have formed a conspiracy to use up all the sundries in the unit even if you have boxes of the stuff..
So - the solution is simple. Remembering that we are somewhat of a cross between a hotel and a long term rental home - many owners are limiting the sundries they provide to guests to "one days worth" with it written into leases and pre-occupancy letters that guests have to bring more for their own use. They do, after all, remember to bring food on their own don't they? They can buy additional sundries as well.
(The only exception to this would be if you are located way out in the wilderness. I don't think I'd want to fly into a lake home in Alaska only to realize its 100 miles by foot to the nearest store)
- FOOD STUFFS: Some owners also provide limited food stuffs to guests such as restaurant on-serving size mustard, catchup and so forth. Certainly its no big deal to leave a good supply of salt and pepper. Its cheap and not something they can really scarf down in unlimited quantities. We also leave a big supply of coffee filters because they are so cheap. But here again one days supplies is more than enough. Guest's simply do not expect more than that.
- REPLACEMENTS: You also have a number of replacement type items to keep in stock. Things like light bulbs, extra batteries for the smoke alarms and so forth. You can expect these things to wear out during a guest's stay so it is necessary to leave out a few of each in a good location in case they are needed. If you have a laundry room that's the place. But the majority of your inventory of replacements goods should also be locked up or they'll disappear. Can you imagine how many batteries a bunch of kids can go through in a Nintendo game? You don't want to know but I'm guessing its far less if Mom and Dad have to shell out for the batteries. Don't donate yours.
NOTE: Will you get complaints? The answer - not even one. Providing, of course, that you'll told the guests the rules and made it very clear what you provide and what you do not. Hey, even McDonald's hoards the catchup don't they?
- BUY GENERIC BRANDS: You don't want to buy cheap paper goods. Have you ever been to a mid price hotel with TP you could see through? Yuck! And (not to be too graphic here) but guests will just use more of the thin stuff. On the other hand, buying the expensive "quilty" brands really won't win you any points either. So, shop around. Every retailer has Generic House branded sundries. Those are the ones to buy and usually come in large sizes as well. You'll save money.
- OWNER LOCK OFF: It is not sufficient to put out one days sundries and put the rest in a cupboard. Even well meaning guests will find anything and everything you have in the house and consume it without regard to your purpose. They are voracious. You could put a label on the extra sundries asking them not to use them - but they will of course. So the only way to protect your investment of a million rolls of TP from Costco is to put them in a secure lock off area such as a closet or cupboard.
HINT: And by secure - I mean secure. Even a well door well labeled "keep out" won't stop some folks. Simple thumb locks may not either. We recommend finding a way to secure your lock off with a combination lock - either the built in kind or even a modest sized hanging one. Yes I know it can be ugly but it really does tell visitors they are not welcome inside.
HINT: And why a combination you say? Well, first with a combination its impossible to lose the key and you all know that eventually you will lose the key. If you have a bad memory then write the code somewhere it won't be found such as on the top of a door (not the door jam, but the door itself.) You'll have to get on a chair to find it but I have one that's been easy for me to find and impossible for anyone else for 15 years. (and yep I do forget the combination!)
Another reason for using a combination lock is because in a true emergency you can give out the code to guests. If there is a storm, or other catastrophe (even those made by guests themselves) you always have the option of giving them the code over the phone. Just when you think this won't happen we all have to remember September 11th. Someday if you have a guest unable to find a plane home and the shipment of even the simplest supplies slowed and difficult to find you'll be glad you have a big stock of the little things locked in a room somewhere.
- BEST BUYS: And where to buy those sundries and supplies? Well if you're lucky enough to have a Food Purveyor who serves hotels and restaurants delivering to your area you can order everything you need from them. They will usually have a minimum order but if you buy up big quantities it will be worth the convenience. For most folks the best way to buy is form a big box retailer like Costco or Walmart. It may feel kind of funny the first time, but buying 200 paper towel rolls at one of those places can really save you some money. When you start buying the really huge sizes you'll be amazed at how cheap each piece is.
Hey, I'm not a big spender (and you may have guessed from the newsletter, far from it) you can even raise a few eyebrows at Walmart when you take 6 carts through the checkout aisle.
***** As always I seek your feedback. Please share you thoughts, stories, compliments and complaints on this or any other subject by writing me at Director@VROA.org.
===========================================
VROA NEWSLETTER - THIS ISSUE SPONSORED BY:
www.SunGraphic.com
Offering home owners great website design are affordable prices
with a unique automated program that really show cases your place.
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Owner 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 secret little ways to cut rental expenses
Vacation home owners have a number of pretty big concerns. But there are few nagging little ideas I hear from owners about saving money that might be worth sharing in case you're not already on top of them. Here they are:
- SIMPLE THERMOSTATS: I mentioned these a month ago and had lots of feedback. Set-back thermostats are great at your full time home but most guests operate them incorrectly often running up the heat in winter and the AC in summer. They can really jack up your bills. A simple (and often cheaper) setback thermostat will save you money. You know - they kind that you turn up and then turn down. Really simple. Its more likely that a guest will turn it up and down when they leave the premise than that they'll leave a complicated one alone. And when they mess with your fancy thermostat it will cost you money.
- ONE DAY'S SUNDRIES: We want guests to feel like family in our homes. So naturally its necessary to provide those little sundries for guests such as toilet paper, paper towels, bath and hand soap, laundry and dishwasher detergent and so forth. We certainly don't want them to check in late one night and not have TP. But I am continually amazed at how much tissue folks can run through. Now I REALLY don't want to know where it all goes. But its clear all the guests in the world have formed a conspiracy to use up all the sundries in the unit even if you have boxes of the stuff..
So - the solution is simple. Remembering that we are somewhat of a cross between a hotel and a long term rental home - many owners are limiting the sundries they provide to guests to "one days worth" with it written into leases and pre-occupancy letters that guests have to bring more for their own use. They do, after all, remember to bring food on their own don't they? They can buy additional sundries as well.
(The only exception to this would be if you are located way out in the wilderness. I don't think I'd want to fly into a lake home in Alaska only to realize its 100 miles by foot to the nearest store)
- FOOD STUFFS: Some owners also provide limited food stuffs to guests such as restaurant on-serving size mustard, catchup and so forth. Certainly its no big deal to leave a good supply of salt and pepper. Its cheap and not something they can really scarf down in unlimited quantities. We also leave a big supply of coffee filters because they are so cheap. But here again one days supplies is more than enough. Guest's simply do not expect more than that.
- REPLACEMENTS: You also have a number of replacement type items to keep in stock. Things like light bulbs, extra batteries for the smoke alarms and so forth. You can expect these things to wear out during a guest's stay so it is necessary to leave out a few of each in a good location in case they are needed. If you have a laundry room that's the place. But the majority of your inventory of replacements goods should also be locked up or they'll disappear. Can you imagine how many batteries a bunch of kids can go through in a Nintendo game? You don't want to know but I'm guessing its far less if Mom and Dad have to shell out for the batteries. Don't donate yours.
NOTE: Will you get complaints? The answer - not even one. Providing, of course, that you'll told the guests the rules and made it very clear what you provide and what you do not. Hey, even McDonald's hoards the catchup don't they?
- BUY GENERIC BRANDS: You don't want to buy cheap paper goods. Have you ever been to a mid price hotel with TP you could see through? Yuck! And (not to be too graphic here) but guests will just use more of the thin stuff. On the other hand, buying the expensive "quilty" brands really won't win you any points either. So, shop around. Every retailer has Generic House branded sundries. Those are the ones to buy and usually come in large sizes as well. You'll save money.
- OWNER LOCK OFF: It is not sufficient to put out one days sundries and put the rest in a cupboard. Even well meaning guests will find anything and everything you have in the house and consume it without regard to your purpose. They are voracious. You could put a label on the extra sundries asking them not to use them - but they will of course. So the only way to protect your investment of a million rolls of TP from Costco is to put them in a secure lock off area such as a closet or cupboard.
HINT: And by secure - I mean secure. Even a well door well labeled "keep out" won't stop some folks. Simple thumb locks may not either. We recommend finding a way to secure your lock off with a combination lock - either the built in kind or even a modest sized hanging one. Yes I know it can be ugly but it really does tell visitors they are not welcome inside.
HINT: And why a combination you say? Well, first with a combination its impossible to lose the key and you all know that eventually you will lose the key. If you have a bad memory then write the code somewhere it won't be found such as on the top of a door (not the door jam, but the door itself.) You'll have to get on a chair to find it but I have one that's been easy for me to find and impossible for anyone else for 15 years. (and yep I do forget the combination!)
Another reason for using a combination lock is because in a true emergency you can give out the code to guests. If there is a storm, or other catastrophe (even those made by guests themselves) you always have the option of giving them the code over the phone. Just when you think this won't happen we all have to remember September 11th. Someday if you have a guest unable to find a plane home and the shipment of even the simplest supplies slowed and difficult to find you'll be glad you have a big stock of the little things locked in a room somewhere.
- BEST BUYS: And where to buy those sundries and supplies? Well if you're lucky enough to have a Food Purveyor who serves hotels and restaurants delivering to your area you can order everything you need from them. They will usually have a minimum order but if you buy up big quantities it will be worth the convenience. For most folks the best way to buy is form a big box retailer like Costco or Walmart. It may feel kind of funny the first time, but buying 200 paper towel rolls at one of those places can really save you some money. When you start buying the really huge sizes you'll be amazed at how cheap each piece is.
Hey, I'm not a big spender (and you may have guessed from the newsletter, far from it) you can even raise a few eyebrows at Walmart when you take 6 carts through the checkout aisle.
***** As always I seek your feedback. Please share you thoughts, stories, compliments and complaints on this or any other subject by writing me at Director@VROA.org.
===========================================
VROA NEWSLETTER - THIS ISSUE SPONSORED BY:
www.SunGraphic.com
Offering home owners great website design are affordable prices
with a unique automated program that really show cases your place.
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Owner 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)
===========================================
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