VROA SAMPLE NEWSLETTER - February 9, 2004
SUBJECT: Guest Checkin and Checkout lists

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Promises, promises, promises. I wanted to get back to the website strategy topic I promised a couple of weeks ago but another Owner question has come up and I wanted to pass on some suggestions on that. We'll get Part two of web strategies published in a future issue. (Hey, I'm a volunteer!)

GUEST CHECKLISTS:
Many private vacation homes are located in distant or remote areas. Frequently they are in areas and even climates that guests may not be familiar with. Owners are offering their expensive homes to guests that may not know how to operate them. We want them to have fun but we also want to avoid problems.

We've found the best way to do that is to provide and require all guests use a Guest Checklist when they arrive and when they depart - which they must return to us in order to receive their deposit refund.

Members can download a sample Guest Checklist by logging on to www.VROA.org. You'll find it under "Forms and Contracts."

THE PROBLEM:
As you've probably learned by now our family lives in Seattle Washington - - known for its rain and year round moderate climate. Yes we sometimes get snow in the winter for short periods and we get a few days of 100 degree weather in the summer. But all-in-all its an easy climate to live in. Almost no one has air conditioning and the entire city of 3 million people has only 10 snow plow trucks. So clearly we are not prepared for much difficulty.

Some of our rental homes are located in the Cascade Mountains just an hour away from metropolitan Seattle. Others are located in Eastern Washington on Lake Chelan - a popular resort area that is a four hour drive away. Both climates are challenging. At mid February we already have over ten feet of packed snow on the ground in the mountains (no exaggeration) and by July the temperatures will be over 100 in Eastern Washington.

Naturally, we have air conditioning (Heat pumps) in all the Chelan houses. And rip roaring fireplaces and hot tubs in the mountains. (Hot tubs are a nuisance in any climate but necessary for maximum income in the mountains. Operating them safely is a complicated subject so I'll examine that in a later newsletter.)

Some of you from similar climates may find this surprising, but as we began operating these houses we were surprised at little folks from moderate Western Washington knew about operating air conditioning. And how irresponsible a few guests can be about operating even simple systems such as furnaces and fireplaces.

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Plus we've learned that some guests will complain about everything (such as "its too cold" in the mountains or "too hot" in Hawaii). Others will put up with burned out light bulbs, missing silverware and just about anything else. Neither situation is desirable. Houses are big machines that get lots of use from guests. And, just like your primary home, things will break or wear out or go missing. Luckily most owners have realized that the actual costs of such situations are small and simply a cost of doing business that we accept.

But if owners are not alerted to items that need attention then those same items could become problems to future guests. For maximum guest satisfaction maintenance issues need to be handled swiftly.

OCCUPANCY INFORMATION:
Owners seem to notify their guests about how to operate their homes in a number of ways. Some produce a "Guest Manual" (often a three ring binder, from the simple to the elaborate) that remains in the house and alerts Guests to the attractions in the area as well as to the Do's and Don'ts of operating the home. Some owners posts printed "Wall Notices" with details about the thermostat, garbage disposal and so forth. Some owners also provide written information in the letter they send guests before their occupancy begins.

Personally we do all three although that may be over kill in locations that have a front desk or where Guests check in personally with the owner or their representative. I've just posted some "Sample Notices" to the VROA.org website and members are welcome to download, alter and use them as they see fit.

CHECKLIST FORMATS:
On top of all that preparation we have taken to using a "Guest Checklist" in hopes that Guests will operate equipment properly and keep us posted of any problems. Our checklist is organized in two columns. The left hand side lists things the Guest should check when they arrive. These include things like checking the thermostat settings, opening the blinds and so forth. And asking if the home was ready for their arrival - were the beds all made, towels on racks and so forth.


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INPUT:
As always I seek your input. Please share your tips, techniques, compliments, and complaints on this or any other subject by writing me at Director@VROA.org.

HOME OF THE WEEK:
Ed Reece has a charming get away home up in our neck of the woods - on Washington State's Puget Sound. I've never asked him why its called Harper House but check out his website at www.Harper-House.com. Instead of the usual he has an online video you might like. (If you want your place considered for Home of the Week please drop me an email.)

FEEDBACK:
It all sounds great, William. I would very much be interested in working with you in transforming this "new" activity into a more respectable "industry." One of my main concerns right now is that someone out there counterfeits a whole bunch of properties for rent ? It would do so much harm to the reputation our business! That?s why I believe in the credentials aspect of your offering.
- Walid, Paris

Thanks for the reminder. As I mentioned in January, we are revamping the inspection program to make it more functional. I hope to have that documented and underway by the end of the month. (For those of you on the inspection list, we will be contacting you directly)
- Wm. May

ONLINE:
Please see these websites for fun:
- Guest Checklist Form
- Sample Notices

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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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