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)
===========================================
Monday, October 20, 2003
Monday, October 13, 2003
VROA COMPLIMENTARY NEWSLETTER - October 13, 2003
SUBJECT: Getting Ready for Winter Guests - Part One
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*** 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.
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I am sorry to be the one to tell you, but it is now time to get your vacation rental home spruced up for Winter visitors. Those of you in the tropics are saying, Hey, nothing changes here in winter. But if you look at my little checklist you'll find some things every vacation homeowner will want to think about.
Plus I'll provide a second list of fall reminders next week for those of you in colder climes. In the meantime, let's get started:
SMOKE DETECTORS. I'm surprised at how many people still don't have smoke detectors in their full time residences let alone in their vacation spots. Then I challenged myself and checked each of our houses. Sure enough, there was a brand new one with no detectors and some older homes that needed a few more.
So, take a moment to make sure you have detectors in your house in every necessary location. There are two types of detectors, those than run on batteries and those than are hard wired into an alarm system. Both are fine but if you need to install new units you probably already know they are very inexpensive and available at every hardware store and home center. Buy enough. Don't scrimp.
If your interested you can learn more about Smoke Detectors are HowThingsWorks.com. See: http://www.howstuffworks.com/inside-smoke.htm
============================================
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.
============================================
CARBON MONOXIDE DETECTORS: Carbon monoxide is a colorless, odorless, tasteless and toxic gas. Any fuel burning appliance, vehicle, tool or other device has the potential to produce dangerous levels of carbon monoxide gas. It can leak out of fuel fired furnaces (non-electric), gas water heaters, fireplaces, woodstoves, gas stoves charcoal grills and more.
The Consumer Products Safety Commission (CPSC) reports that approximately 200 people per year are killed by accidental CO poisoning with an additional 5000 people injured. Carbon Monoxide Detectors are less common than Smoke Detectors but perhaps even more important. Like smoke detectors, these items also come in battery or plug in models. We prefer the later because they plug into an electrical outlet, use very little electricity and do not need new battery every now and then.
CHANGE BATTERIES: You've probably heard the old adage for daylight saving time, "Spring forward . Fall Back" as it relates to the resetting of your clocks. Many authorities also think this is the perfect time to replace the batteries in your smoke detector. You should test the batteries every month (by pushing on that pesky little button until it blares) but you should replace the batteries twice a year and now is a good time. Don"t wait until the battery fails and you hear the little chirping late one night when you really don"t want to get up and change the battery.
HINT: If you hesitate to buy detectors or change the batteries religiously, just think about the time and money you could expend having to pay damages or defend against a lawsuit for failing to take "reasonable" precautions for your guests.
FIRE EXTINGUISHERS: Did you know that Fire Extinguishers wear out and lose their charges? Most folks don't. By law extinguishers are required to carry a label or tag indicating when they were last charged and how long they are good for. If you bought cheapies at the hardware store you may have to buy new ones every so often. If you bought professional models there are companies that will come to the house and charge them on the spot. Or you can walk the canisters into a re-charging company.
WINDOW AND DOOR SEALS: As we have acquired more rentals I have had to embrace a simple and obvious fact - things break. And wear out. And even disappear. Window and Door seals save you money and make your home comfortable. Take the time now to inspect them and, if necessary, make repairs. Its better than getting a phone call from a guest who has your furnace blazing on high and is still "freezing." By the way, this hint is just as important for Air Conditioning so if you"re in the tropics don?t skip this reminder.
EMERGENCY SHUTOFFS: I'll bet you know where your water and electrical shutoff controls are. But I'll also bet your guests do not. Its bad news to have a pipe break but it is far worse if no one can turn off the water for a few minutes, a few hours or a few days. Yikes.
To minimize problems be sure to put up "notices" telling guests where the shutoffs are. We print our notices on a color printer, have them laminated at a copy center (A dollar or two each), Stuff them into nice 5" by 7" pictures frames and mount them right by the kitchen sink. It's the one place you can be sure your guests will be staring at.
If your water shut requires a "Key" (a long tool that reaches deep in the ground to reach the valve that is often below the frost line) make sure it is in a handy location and indicated on the Notice.
SUNDRIES: If you buy your own sundries, such as paper towels, toilet paper and coffee filters now is a good time to stock up. Its no fun carting boxes around in the dead of winter or up the snowy slope to your front door. And, as always, we recommend you buy in bulk at one of the outlet or wholesale stores.
DEEP CLEANING: I reminded everyone of the need for Deep Cleaning in a recent newsletter but this is a reminder to do it now (if you haven't already). Its tough to clean windows, carpets and do other big jobs in winter. Autumn is a perfect time.
Please see the website section for other ideas:
- Tip and Techniques
- Forms & Contracts (Download free Property Checklist)
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 featured Carole Smith?s English Garden Cottage. The site has flash presentations and virtual tours. Click here to see this beautiful vacation rental home: 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. I'm looking for the unusual and whimsical as well as the big and bold.
===========================================
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 One
-----------------------------------------------------------------------------------
*** 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.
-----------------------------------------------------------------------------------
I am sorry to be the one to tell you, but it is now time to get your vacation rental home spruced up for Winter visitors. Those of you in the tropics are saying, Hey, nothing changes here in winter. But if you look at my little checklist you'll find some things every vacation homeowner will want to think about.
Plus I'll provide a second list of fall reminders next week for those of you in colder climes. In the meantime, let's get started:
SMOKE DETECTORS. I'm surprised at how many people still don't have smoke detectors in their full time residences let alone in their vacation spots. Then I challenged myself and checked each of our houses. Sure enough, there was a brand new one with no detectors and some older homes that needed a few more.
So, take a moment to make sure you have detectors in your house in every necessary location. There are two types of detectors, those than run on batteries and those than are hard wired into an alarm system. Both are fine but if you need to install new units you probably already know they are very inexpensive and available at every hardware store and home center. Buy enough. Don't scrimp.
If your interested you can learn more about Smoke Detectors are HowThingsWorks.com. See: http://www.howstuffworks.com/inside-smoke.htm
============================================
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.
============================================
CARBON MONOXIDE DETECTORS: Carbon monoxide is a colorless, odorless, tasteless and toxic gas. Any fuel burning appliance, vehicle, tool or other device has the potential to produce dangerous levels of carbon monoxide gas. It can leak out of fuel fired furnaces (non-electric), gas water heaters, fireplaces, woodstoves, gas stoves charcoal grills and more.
The Consumer Products Safety Commission (CPSC) reports that approximately 200 people per year are killed by accidental CO poisoning with an additional 5000 people injured. Carbon Monoxide Detectors are less common than Smoke Detectors but perhaps even more important. Like smoke detectors, these items also come in battery or plug in models. We prefer the later because they plug into an electrical outlet, use very little electricity and do not need new battery every now and then.
CHANGE BATTERIES: You've probably heard the old adage for daylight saving time, "Spring forward . Fall Back" as it relates to the resetting of your clocks. Many authorities also think this is the perfect time to replace the batteries in your smoke detector. You should test the batteries every month (by pushing on that pesky little button until it blares) but you should replace the batteries twice a year and now is a good time. Don"t wait until the battery fails and you hear the little chirping late one night when you really don"t want to get up and change the battery.
HINT: If you hesitate to buy detectors or change the batteries religiously, just think about the time and money you could expend having to pay damages or defend against a lawsuit for failing to take "reasonable" precautions for your guests.
FIRE EXTINGUISHERS: Did you know that Fire Extinguishers wear out and lose their charges? Most folks don't. By law extinguishers are required to carry a label or tag indicating when they were last charged and how long they are good for. If you bought cheapies at the hardware store you may have to buy new ones every so often. If you bought professional models there are companies that will come to the house and charge them on the spot. Or you can walk the canisters into a re-charging company.
WINDOW AND DOOR SEALS: As we have acquired more rentals I have had to embrace a simple and obvious fact - things break. And wear out. And even disappear. Window and Door seals save you money and make your home comfortable. Take the time now to inspect them and, if necessary, make repairs. Its better than getting a phone call from a guest who has your furnace blazing on high and is still "freezing." By the way, this hint is just as important for Air Conditioning so if you"re in the tropics don?t skip this reminder.
EMERGENCY SHUTOFFS: I'll bet you know where your water and electrical shutoff controls are. But I'll also bet your guests do not. Its bad news to have a pipe break but it is far worse if no one can turn off the water for a few minutes, a few hours or a few days. Yikes.
To minimize problems be sure to put up "notices" telling guests where the shutoffs are. We print our notices on a color printer, have them laminated at a copy center (A dollar or two each), Stuff them into nice 5" by 7" pictures frames and mount them right by the kitchen sink. It's the one place you can be sure your guests will be staring at.
If your water shut requires a "Key" (a long tool that reaches deep in the ground to reach the valve that is often below the frost line) make sure it is in a handy location and indicated on the Notice.
SUNDRIES: If you buy your own sundries, such as paper towels, toilet paper and coffee filters now is a good time to stock up. Its no fun carting boxes around in the dead of winter or up the snowy slope to your front door. And, as always, we recommend you buy in bulk at one of the outlet or wholesale stores.
DEEP CLEANING: I reminded everyone of the need for Deep Cleaning in a recent newsletter but this is a reminder to do it now (if you haven't already). Its tough to clean windows, carpets and do other big jobs in winter. Autumn is a perfect time.
Please see the website section for other ideas:
- Tip and Techniques
- Forms & Contracts (Download free Property Checklist)
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 featured Carole Smith?s English Garden Cottage. The site has flash presentations and virtual tours. Click here to see this beautiful vacation rental home: 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. I'm looking for the unusual and whimsical as well as the big and bold.
===========================================
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 06, 2003
VROA COMPLIMENTARY NEWSLETTER - October 06, 2003
SUBJECT: The Joy and Sorrow of Housekeeping
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*** 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.
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Whether you own a villa on the Mediterranean, a hut in Phuket Thailand or something in between; whether you have fabulous amenities or the bare necessities, guests will judge your rental home primarily by its cleanliness. Surprising but true.
OK as a man I admit I don't get excited about housekeeping. So it is with a bit of trepidation that I write on the subject. Except to say that the results of a survey I once read where astonishing to me.
THE SURVEY
I happened upon the results of research in a Hawaiian business publication. It had two main sections. In the first, thousands of visitors were asked to rate which amenities, features and experiences made their Hawaiian stay "wonderful." The weather drew something like 15% of the respondents. Warm ocean came in at something like 12% (I'm doing these numbers from memory). Restaurants, accommodations, residents and sports all came in with 5, 6 or 7%.
Next guests were asked what attributes would make their stay "terrible". Weather, prices, transportation, delays and so forth again received a 5 to 8% nod. But on the "Room not clean enough" line OVER FIFTY percent of the guests indicated that would make their trip a disaster.
I've often told friends that I must have been mistakenly born an English/German couple in Washington State because I am pretty sure I was meant to be born in Hawaii. Recently I decided that Kauai is now my home town - because it seems to me that a person's home town should be where they feel most at home. For me that is Hawaii. I love the weather and beaches of course, but there is a certain demeanor about the people, the music and the entire Ohana (family) culture.
I am convinced that is why millions of visitors venture there very year. But even in paradise guests have made it clear that an improperly cleaned room will destroy their entire vacation. And that should be wake up call to all Vacation Rental Owners.
THE SORROW OF HOUSEKEEPING
If you rent your home through a management firm you may find that some do a superb job, usually if they are larger and have sufficient staff. Others do an adequate job with which guests find little fault. If you self manage or use a small firm you may have bumped into what makes housekeeping a chore. Let's examine why.
First, Housekeeping simply isn't a high paying job. Some workers are well educated and conscientious. Others are not. And even the good ones are not necessarily in it for the long term, as they wait for a better paying and less strenuous occupation. Second, in the majority of destination resorts the need for housekeeping goes up and down with the season. Employees seek stability in jobs and being too busy in summer and not receiving enough income at other times is tough on their budgets.
Another problem is that there are few training programs for cleaners. You may ask yourself, "How tough can it be to learn how to clean." Yes some of us had it drilled into us by our parents. But not everyone lives in a clean home. What is acceptable to them probably isn't to your guests. Plus some small housekeeping firms don't include enough supervision in the bids they give you to clean your house.
And lastly, its not enough to only clean your home after each guest. Houses (including yours at home - I dare say) require periodic deep cleaning procedures. Its very easy to not wash the windows, carpets and walls frequently enough. Today, many owners charge guests for the "out-clean" in hopes it covers what they are charged. But it seldom is enough to also pay for the deep cleaning. So those costs come right out of owners pockets, providing they don't try to skimp to save a few dollars.
============================================
This week's Sponsor: AMERICAN EXPRESS MERCHANT ACCOUNTS
If you don't take Amex cards you're missing out. Click here to learn about how you can accept guest charges on American Express. www.AmericanExpress.com
============================================
THE JOY OF HOUSEKEEPING
So is housekeeping just a gigantic headache that must be constantly endured. The answer is - it doesn't have to be. Here are some tips on how to make housekeeping a joy - and one that will gain you return guests and extra bookings.
PAY ATTENTION: Whether self managed or through a manager, owners must demand that their home be meticulously cleaned after every guest. The only way to make sure its getting done is to inspect it yourself, and to do so in an unexpected way. If you live close enough simply stop by on the date and time after cleaners finish and before guests arrive. You may be surprised by what you find. If your home is far away, book your next stay using a friends name, then show up yourself to see how the cleaning looks. Does the manager clean as well for guests as they do for you?
EVALUATION SHEET: Make sure Guests are left or are mailed an evaluation sheet after EVERY stay. (It should allow them to be anonymous) With luck you'll get wonderful comments and thank-you's. But jump on any that indicate a lack of cleanliness. Ask your manager to retain the evaluations received about your unit and then check them every time your in town. If you self manage, copy every evaluation to the housekeeper - good or bad. That way they can enjoy the compliments or increase their quality.
HIRE THE BEST: Particularly if you self manage, take the time to locate ALL cleaning firms in your area. Ask to see homes they've cleaned. Do it on the spot without allowing them to primp for you. Ask for a list of owner references. Quiz the owners carefully. Ask them if they know of other owners the cleaners no longer handle. Then call those. With enough input the quality and reliability of the housekeepers will be obvious.
TRAINING: Be sure that your housekeepers are well trained by their firm or management company. Go over your expectations with them and ask how they do their cleaning. If they can't explain it they may not be doing a full job. Some management firms participate in the Vacation REntal Housekeepers Association which even has certification for cleaning pros. You can learn more about them at www.HousekeepingPros.com.
DEEP CLEAN: Remember to undertake regular and thorough deep cleaning of carpets, walls, windows, drawers, cabinets and so forth. Don't put off the windows because they look clean enough. Setup a schedule and stick to it. Pay the cleaners well for these laborious tasks. In the long run it saves you the expense of emergency cleans or, worse yet, guests who move out and demand a refund.
MANAGE THE CLEANERS: Like most other employees, housekeepers, housekeeping firms and property managers need to be managed. Its not enough to presume they are all doing their job and doing it well. Take the time to compliment them when they are doing a good job. That provides you the right to reprimand them (nicely please) when the cleaning isn't up to par. Keep in regular contact. Be easy to reach if they need to contact you. Return their phone calls quickly.
MYSTERIOUS BEHAVIOR: It is a strange phenomenon but numerous owners report it. Sometimes long tenured quality cleaners sometimes become unreliable and inadequate for no apparent reason. Maybe they burn out, or are distracted by personal events or spread themselves thin. Whatever the reason, be aware that the person who has done the job so well for you for years but one day simply fails to show up, or may begin missing important cleaning out of their routine. If the oversights are minor you must call and instruct them to overcome the problem. But if the problems are larger it is best to simply find another cleaner.
HAVE BACKUPS: No matter how happy you are with your current cleaning firm, take the time to interview others, get bids and maintain contact with them. When you cleaner stops performing well (And I'm almost convinced they all do so eventually) you will be ready to jump to the new firm. Failure to have backups could cost you numerous bookings and thousands of dollars. Not to mention embarrassment and angry phone calls.
GUEST AGREEMENT: We have homes in some remote locations and some high in the mountains are often hit with huge snowfalls. That caused us to insert a clause in our Guest Agreement that warns them about possible but infrequent cleaning challenges. In short, it says if due to conditions, illness or other unavoidable problems a cleaner is unable to get to a home before their arrival they are welcome to do their own cleaning and be reimbursed for it. This has never happened to us but its not a bad idea to cover yourself legally.
NO ONE IS PERFECT: Lastly, allow that no one is perfect. It is a lot of work to clean homes, especially in back-to-back bookings. Most cleaners really have to hustle to get the job done right. Even the best may miss something. Don't switch cleaners for that reason. And don't expect cleaners to get every chair back in its exact location. Allow them to be imperfect but expect them to do a good over all job.
DISREGARD THE NUTS: In recent weeks we have received glowing reports from guests. One said, "This was the cleanest home I have ever stayed in, including my own." She plans to stay with us again soon. But another guest called mid-week complaining that "there is dust on a window sill." We offered to call in the housekeeper but the guest refused saying, "Why should I be bothered."
The home in question is fairly easy to clean and the housekeeper had been doing it for two years without problem. Rather than confront the cleaner we choose to put the visitor on the "Unwelcome Guest" list. Not all guest complaints should be forwarded to the housekeeper. Part of your job is also to isolate housekeepers from unreasonable expectations.
Please see the website section for other ideas:
- Tip and Techniques
- Supplier directory of Web Listing Sites
- See the Section Outside Resources
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.
HOME OF THE WEEK:
Here is one of the most creative websites ever. Lucia and Marcia Villela, two sisters from Rio de Janeiro Brazil who own and operate four wonderful homes near Disney World in Florida. Check it out at http://www.disneymagicvacationhomes.com. The homes and site have disney themes, music and Mickey Mouse. How can you go wrong.
*** 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)
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SUBJECT: The Joy and Sorrow of Housekeeping
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Whether you own a villa on the Mediterranean, a hut in Phuket Thailand or something in between; whether you have fabulous amenities or the bare necessities, guests will judge your rental home primarily by its cleanliness. Surprising but true.
OK as a man I admit I don't get excited about housekeeping. So it is with a bit of trepidation that I write on the subject. Except to say that the results of a survey I once read where astonishing to me.
THE SURVEY
I happened upon the results of research in a Hawaiian business publication. It had two main sections. In the first, thousands of visitors were asked to rate which amenities, features and experiences made their Hawaiian stay "wonderful." The weather drew something like 15% of the respondents. Warm ocean came in at something like 12% (I'm doing these numbers from memory). Restaurants, accommodations, residents and sports all came in with 5, 6 or 7%.
Next guests were asked what attributes would make their stay "terrible". Weather, prices, transportation, delays and so forth again received a 5 to 8% nod. But on the "Room not clean enough" line OVER FIFTY percent of the guests indicated that would make their trip a disaster.
I've often told friends that I must have been mistakenly born an English/German couple in Washington State because I am pretty sure I was meant to be born in Hawaii. Recently I decided that Kauai is now my home town - because it seems to me that a person's home town should be where they feel most at home. For me that is Hawaii. I love the weather and beaches of course, but there is a certain demeanor about the people, the music and the entire Ohana (family) culture.
I am convinced that is why millions of visitors venture there very year. But even in paradise guests have made it clear that an improperly cleaned room will destroy their entire vacation. And that should be wake up call to all Vacation Rental Owners.
THE SORROW OF HOUSEKEEPING
If you rent your home through a management firm you may find that some do a superb job, usually if they are larger and have sufficient staff. Others do an adequate job with which guests find little fault. If you self manage or use a small firm you may have bumped into what makes housekeeping a chore. Let's examine why.
First, Housekeeping simply isn't a high paying job. Some workers are well educated and conscientious. Others are not. And even the good ones are not necessarily in it for the long term, as they wait for a better paying and less strenuous occupation. Second, in the majority of destination resorts the need for housekeeping goes up and down with the season. Employees seek stability in jobs and being too busy in summer and not receiving enough income at other times is tough on their budgets.
Another problem is that there are few training programs for cleaners. You may ask yourself, "How tough can it be to learn how to clean." Yes some of us had it drilled into us by our parents. But not everyone lives in a clean home. What is acceptable to them probably isn't to your guests. Plus some small housekeeping firms don't include enough supervision in the bids they give you to clean your house.
And lastly, its not enough to only clean your home after each guest. Houses (including yours at home - I dare say) require periodic deep cleaning procedures. Its very easy to not wash the windows, carpets and walls frequently enough. Today, many owners charge guests for the "out-clean" in hopes it covers what they are charged. But it seldom is enough to also pay for the deep cleaning. So those costs come right out of owners pockets, providing they don't try to skimp to save a few dollars.
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THE JOY OF HOUSEKEEPING
So is housekeeping just a gigantic headache that must be constantly endured. The answer is - it doesn't have to be. Here are some tips on how to make housekeeping a joy - and one that will gain you return guests and extra bookings.
PAY ATTENTION: Whether self managed or through a manager, owners must demand that their home be meticulously cleaned after every guest. The only way to make sure its getting done is to inspect it yourself, and to do so in an unexpected way. If you live close enough simply stop by on the date and time after cleaners finish and before guests arrive. You may be surprised by what you find. If your home is far away, book your next stay using a friends name, then show up yourself to see how the cleaning looks. Does the manager clean as well for guests as they do for you?
EVALUATION SHEET: Make sure Guests are left or are mailed an evaluation sheet after EVERY stay. (It should allow them to be anonymous) With luck you'll get wonderful comments and thank-you's. But jump on any that indicate a lack of cleanliness. Ask your manager to retain the evaluations received about your unit and then check them every time your in town. If you self manage, copy every evaluation to the housekeeper - good or bad. That way they can enjoy the compliments or increase their quality.
HIRE THE BEST: Particularly if you self manage, take the time to locate ALL cleaning firms in your area. Ask to see homes they've cleaned. Do it on the spot without allowing them to primp for you. Ask for a list of owner references. Quiz the owners carefully. Ask them if they know of other owners the cleaners no longer handle. Then call those. With enough input the quality and reliability of the housekeepers will be obvious.
TRAINING: Be sure that your housekeepers are well trained by their firm or management company. Go over your expectations with them and ask how they do their cleaning. If they can't explain it they may not be doing a full job. Some management firms participate in the Vacation REntal Housekeepers Association which even has certification for cleaning pros. You can learn more about them at www.HousekeepingPros.com.
DEEP CLEAN: Remember to undertake regular and thorough deep cleaning of carpets, walls, windows, drawers, cabinets and so forth. Don't put off the windows because they look clean enough. Setup a schedule and stick to it. Pay the cleaners well for these laborious tasks. In the long run it saves you the expense of emergency cleans or, worse yet, guests who move out and demand a refund.
MANAGE THE CLEANERS: Like most other employees, housekeepers, housekeeping firms and property managers need to be managed. Its not enough to presume they are all doing their job and doing it well. Take the time to compliment them when they are doing a good job. That provides you the right to reprimand them (nicely please) when the cleaning isn't up to par. Keep in regular contact. Be easy to reach if they need to contact you. Return their phone calls quickly.
MYSTERIOUS BEHAVIOR: It is a strange phenomenon but numerous owners report it. Sometimes long tenured quality cleaners sometimes become unreliable and inadequate for no apparent reason. Maybe they burn out, or are distracted by personal events or spread themselves thin. Whatever the reason, be aware that the person who has done the job so well for you for years but one day simply fails to show up, or may begin missing important cleaning out of their routine. If the oversights are minor you must call and instruct them to overcome the problem. But if the problems are larger it is best to simply find another cleaner.
HAVE BACKUPS: No matter how happy you are with your current cleaning firm, take the time to interview others, get bids and maintain contact with them. When you cleaner stops performing well (And I'm almost convinced they all do so eventually) you will be ready to jump to the new firm. Failure to have backups could cost you numerous bookings and thousands of dollars. Not to mention embarrassment and angry phone calls.
GUEST AGREEMENT: We have homes in some remote locations and some high in the mountains are often hit with huge snowfalls. That caused us to insert a clause in our Guest Agreement that warns them about possible but infrequent cleaning challenges. In short, it says if due to conditions, illness or other unavoidable problems a cleaner is unable to get to a home before their arrival they are welcome to do their own cleaning and be reimbursed for it. This has never happened to us but its not a bad idea to cover yourself legally.
NO ONE IS PERFECT: Lastly, allow that no one is perfect. It is a lot of work to clean homes, especially in back-to-back bookings. Most cleaners really have to hustle to get the job done right. Even the best may miss something. Don't switch cleaners for that reason. And don't expect cleaners to get every chair back in its exact location. Allow them to be imperfect but expect them to do a good over all job.
DISREGARD THE NUTS: In recent weeks we have received glowing reports from guests. One said, "This was the cleanest home I have ever stayed in, including my own." She plans to stay with us again soon. But another guest called mid-week complaining that "there is dust on a window sill." We offered to call in the housekeeper but the guest refused saying, "Why should I be bothered."
The home in question is fairly easy to clean and the housekeeper had been doing it for two years without problem. Rather than confront the cleaner we choose to put the visitor on the "Unwelcome Guest" list. Not all guest complaints should be forwarded to the housekeeper. Part of your job is also to isolate housekeepers from unreasonable expectations.
Please see the website section for other ideas:
- Tip and Techniques
- Supplier directory of Web Listing Sites
- See the Section Outside Resources
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.
HOME OF THE WEEK:
Here is one of the most creative websites ever. Lucia and Marcia Villela, two sisters from Rio de Janeiro Brazil who own and operate four wonderful homes near Disney World in Florida. Check it out at http://www.disneymagicvacationhomes.com. The homes and site have disney themes, music and Mickey Mouse. How can you go wrong.
*** If you want your place added to the list of weekly contenders just drop me an email.
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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)
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