Bill's Beneficial Blog

Does anyone really read the millions of blogs out there? Or are they really just a ploy to entice Google for a bit more ranking or space? Every other ad agency blog is going to be all about how great they are, why they are the smartest and other clearly self promoting stuff.

So we decided to just write about what interests us. Our only hope is that - every now and then - you find a nugget that is a slight value for you. We hope. If you want to get these rantings in your inbox every so often, Signup to get emails. Here goes.

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Everything Instant - Lodging Newsletter September 30, 2024

By Wm. May
Published: 09/30/24 Topics: Education, Investment, Lodging Management, Profit, Selling, Vacation Rental Management, Yield Management Comments: 0

Long ago with some partners, we made an offer to purchase (of all things) a radio station.

The partners had experience at managing radio stations, but no experience at the process of actually closing a business purchase that included a Federal Communications Commission (FCC) license application, tangible and intangible assets sale, engineering evaluation, and how to write all the necessary contracts.

The attorney engaged to facilitate the closing, had dozens of questions, when one partner innocently said, "Well, how long will it take for you to prepare the documents so we can close the deal?"

He informed us that he could have the first-draft of the closing documents in about week, then it would take the FCC about a month to review our application.

The partners were crestfallen. What could possibly take up to a week to type up some papers? The attorney was cordial in saying that this time is shared among numerous clients and, more importantly, the work must be done carefully and it must be done completely.

Overtime, with the advent of overnight document delivery services, then email, then mobile phones, and now texting, consumers and even business people have come to believe that everything little thing can be done immediately. But smart businesses still benefit from knowing when and when not to make things instantaneous.

We like to quote John Wooden, the head basket ball coach at UCLA from 1947 to 1975, won the NCAA national championship 10 times (7 consecutively). No other coach has come close. Many experts consider him to have been the best sports coach (in any sport) of all time, famous for admonishing his players to perform:

"Be quick. Never hurry."

That is especially helpful guidance in today’s era when more communications methods have caused everyone to want everything instantaneously.

Later in life, Coach’s players admitted they not only fully understood the wisdom at the time. It helped them navigate life ever since.

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In the vacation rental and lodging management business, the list of duties, tasks, and obligations is long and varied. Of course, it is necessary to maintain and clean the physical properties, to assist guests in every way they may need, and to communicate with the property owners.

Over decades, the list of obligations continues to increase. Create and maintain websites. Continually invest in technology to synchronize rates, dates, and information with "Online Travel Agency" (OTA’s) websites (such as VRBO, AirBnB, Expedia). Produce web-optimized still photos, drone aerial photography, 3D Tours, and even floor plans. Utilize devices to monitor guest behavior, while also being available 24-7-365. And help with government permits.

Along the way, an unexpected burden has been imposed.

Communicating in new ways is a good thing. Years ago bookings came in by phone, with confirmations sent by mail, or even fax (remember faxes??). The arrival of email was helpful. Online bookings facilitate bookings. Mobile phone ordering convinced guests to book on the go, and also helps coordinate housekeeping. Texting allows guest and manager to reach out and touch at any time.

But is that all good?

More communication methods have actually decreased personal communications. OTA’s interfere between guests and managers. SMS texting makes for overly short words, requiring much back and forth. Guests demand to text at 3AM with non-essential questions. Owners install security cameras to surveil guests (who just hate that).

So to provide top service to everyone we embrace that John Wooden quote, "Be quick. Never hurry".

No one method takes preference. Bookings, phone calls, emails, texts, online chats, are parsed to determine priority. Quick - guest onsite property services. Quick - weather and utility interruptions. Quick - housekeeping and maintenance scheduling and tracking. New bookings ae processed quickly, depending on arrival date.

All the other hundreds of duties, questions, and requests come after those. Accounting is scheduled. Advertising is planned far in advance. Owner reports are periodic, but not daily. For owner questions about projections, accounting, or other inquiries, time is taken to ensure that responses are accurate and complete.

Coach Wooden also advised, "It’s the little details that are vital."

So by following prioritized communications, we can achieve the best outcome for owners, guests, and staff alike.

Author: Wm. May – Administrator, Vortex VIP
Blog #: 1000 – 09/30/24

Sponsor: Vortex VIP – – VortexVIP.com

Frozen Guests - Lodging Newsletter August 31, 2024

By Wm. May
Published: 08/31/24 Topics: Education, Investment, Lodging Management, Profit, Selling, Vacation Rental Management, Yield Management Comments: 0

For twenty years, visitorship of vacation rentals has been on a steady increase. But it has not been a straight line. Always upward, but erratic, too.

Short, medium, and sometimes long-term trends have slowed the industry. The dot com boom, 9-1-1, of course, and the 2008 real-estate depression. These large scale events squeezed bookings, rates and sales.

But there is good news. Every time, eventually, the vacation rental industry rebounded and the upward creep continued. All because vacation rentals are a better "product" for certain travelers, at certain times, who have certain goals.

Then an upward event further revealed good volatility, when there was a revenue surge never seen before. To escape "cabin fever", consumers flocked to private vacation rentals to get some enjoyment, while avoiding other people. (Hotels suffered.)

Even long-time lodging advertising experts were astonished. Never had there been a splurge of buyer (guests) frenzy as big and as fast. Beginning in late 2022, 2023, and now in 2024, as vacation rental demand returned to what might be called "normal seasonal" levels.

In 2024, the softening nationally has continued for many reasons. But most pundits fail to voice a trend which has returned every four years, since our first office opened in 1964 and, of course, that would be the presidential elections.

The downturn affects many industries, not just travel, as each candidate and each party screams at consumers that the end of the world is near unless they vote for one candidate over the other.

And when people feel fear they "freeze", stop making decisions, put off purchases, travel less and become enamored with the battle. It may be sacrilegious to say, but the sky is never falling as fast or as much as presidential candidates want to make consumers believe.

In this month’s newsletter, let’s explore why humans are so easily manipulated.

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Even with a degree in advertising, a first career in an advertising agency, and decades of ad management, the study of advertising still confounds me because it is directly tied to consumer psychology.

First my excuse - In business, we are only trying to get guests to buy our products instead of something else. We are only asking them rent our houses instead of the other houses.

We aren’t hurting anybody but the same cannot be said for politicians, who have always used proven advertising techniques to scare the hell out of people.

Exaggeration - It is not enough to say "my opponent is wrong", but instead "Voting for that other clown will be the end of the world." But a biologist once said. "Humans are so self-centered. After an atomic war the cockroaches will be celebrating the feast they find." Humans are laughably self-centered.

Superlatives - It is not enough to be a good person, smart, well meaning, and hoping to represent voters well. Instead, the words are "Very motivated because (fill in the blank)", "Extremely intelligent" and "First in the class, the professional, the community."

Tribalism - People all want to be part of something bigger - a country, a state, a town, a club. They feel, "the other people are fools if they do not look like them, talk like them, dress like them.

Personality - Strange to say, but no one likes everyone else. Mostly we appreciate people like ourselves. Or the opposite - the beautiful people, athletes, celebrities and people who have what we do not. We are fan boys and fan girls and seldom understand why.

Contemptibility - Contrary to feigned sincerity, politicians have always found their opponents foolish, knavish, and devoid of intelligence. Some say it softly, but they all say it.

Voters fall into this trap because, as the comedian George Carlin said, "Think of how stupid the average person is, and realize half of them are stupider than that."

Loyalty - In wars, every soldiers wants their fellow soldiers to be loyal to their cause. In politics, it is the rare voter who can separate their intellect from their loyalty. Once you join the team, you seldom switch teams out of loyalty.

Scarcity - Every party says, without us you won’t do as well. Then they paint a picture of utter doom should you be stupid enough to vote for the other person. There will be no jobs, no money, no stability, and even your friends will desert you. It’s not true, but it sells well to voters.

You Too - If you believe it is only the "Other party" using manipulation to woo voters, sorry to say you have been wooed and manipulated. From the modest to the momentous, getting elected has always required despicable adverting techniques. Students of advertising recognize it. Should you?

Prediction - If politicians and parties would stop using despicable methods, then consumers would thaw out and get traveling again. I predict they will never drop the methods.

But the good news is - it will be over in a few weeks and then consumers can get back to life as usual. For lodging there will be an upturn. No one knows when but there always is. Let’s call that optimism.

Author: Wm. May – Administrator, Vortex VIP
Blog #: 0999 – 08/31/24

Sponsor: Vortex VIP – – VortexVIP.com

Wallowa Valley - Lodging Newsletter July 31, 2024

By Wm. May
Published: 07/31/24 Topics: Education, Investment, Lodging Management, Profit, Selling, Vacation Rental Management, Yield Management Comments: 0

After decades in lodging management we have learned a few things. Actually many things. More accurately, hundreds of things. Maybe even thousands. All are valuable to clients.

They could be called "Best Practices" or "Proven Policies" or "Operating Procedures." But we like to call them "Fingers in the Dike" because, if you know where the holes, are you can prevent a flood.

That is why we approach every new question, issue, idea, compliment or even complaints in this way:

First - Solve the problem, issue, or new (never been seen before) situation. ASAP.

Second - Formalize solutions into training, documentation, and actions, so if an issue comes up again, everyone here knows exactly what to do well before they need to do it.

That second point takes us extra effort, time, and sometimes money, but it saves that amount over and over again.

As a young man, I did not stay in Boy Scouting long, but I did memorize their motto. And over the years I have come to realize it is exactly what is needed to run a business, take on life, and even manage vacation rentals:

Be Prepared

Our competitors range from small local companies, to giant corporations, to newbie free-lance title "Co-hosts". So, it is surprising how ill prepared all of them are.

It is enjoyable to explain how our advertising, marketing, reservations, rate setting, photography and other skills will generate more income and profit for owners than the other managers can hope to do.

But most of all, owners need us because we have been-there, done-that, and are fully prepared with what may come.

================

Many variables are at the owners discretion, but we will always chime in with which finger should go where in the dike. Here are just a few:

Instructions - It is not enough to just provide the address. Emailed, mailed, or online instructions assist guests in flying, driving and finding the property. Even so, staff must answer phones 24-7-365.

Arrival - Whether using elocks or keysafes for entrance a toll-free phone number must be posted for guests who forget their code, can’t turn a key, or are lost in the dark.

Guest Books - It is fun to read that visitors love the house as much as you do. But not so fun when they complain about the weather, or draw in nasty photos. (It does happen.) Instead a professional handy "Welcome Book" that thanks guests, gives them home details, and mentions area attractions is better.

Signage - The old slogan goes, "Tell them and then tell them you told them." A few professional strategic signs inside houses called "Notices" pleasantly remind guests of the rules.

Pet Friendly - Allowing dogs (no other pet type) will increase income. Accidents are rare, and visitors willingly pay a pet cleaning fee. If you reject dogs, but bring your own, people will presume the property is dander-free when it’s not.

Support Animals - Federal law prohibits refusing service to people with support animals. A few qualifying questions are allowed, but intimidating questions result in large penalties. Don’t question those people. (Currently, emotional support animals are NOT required to be allowed.)

Wine Basket - A bottle of wine sounds hospitable. But that is not legal, and eventually a wine snob will give you a bad review no matter quality. The solution? How about a bottle of Martinelli’s non-alcoholic cider? Everyone loves it. Kids can drink it. And it’s far cheaper.

Water Craft - While providing kayaks, paddle boards, or even boats sounds like a surefire way to attract guests, that presents a huge liability risk. And surprisingly, it won’t increase occupancy, rates or net income. Don’t include photos of anything that will not actually be provided, or the guest will demand a credit.

Games - Jig-saw puzzles are a joy for families, but soon pieces go missing, prompting a guest to leave a snarky review about that. Puzzles without pieces are best.

Door Web Cameras - Surveillance must be disclosed in writing to guests. But they won’t get approval from their invitees. So some will scream murder when they feel spied upon. If you must, limit cameras to those mounted high and facing the driveway only.

Guest Monitoring - Incidents of misbehavior are very rare, but newly developed noise and Wi-Fi monitors help managers monitor occupancy and keep neighbors happy.

Telephone - Yes, everyone has a mobile phone, but they may not be reachable or may turn them off while on holiday. Installing a "land line" can be done inexpensively and your manager can always reach guests.

Author: Wm. May – Administrator, Vortex VIP
Blog #: 0998 – 07/31/24

Sponsor: Vortex VIP – – VortexVIP.com

Vacation Rental Greed - Lodging Newsletter June 30, 2024

By Wm. May
Published: 06/30/24 Topics: Education, Investment, Lodging Management, Profit, Selling, Vacation Rental Management, Yield Management Comments: 0

In the movie "Wall Street", actor Michael Douglas’ character Gordon Gekko proclaims:

"The point is, ladies and gentleman, that greed, for lack of a better word, is good. Greed is right, greed works. Greed clarifies, cuts through, and captures the essence of the evolutionary spirit."

In 2015, the "U.S. Open" Golf tournament took place near Tacoma, Washington. Promoters said it would be a massive boom for tourism. But they failed to say - only if you know what you are doing. With our first office having opened in 1964, we have watched how many events affect lodging. Our advice? If you don’t have sophisticated yield management to maximize profit, greed will cause pain.

Normally, clients are not allowed to set rates for the very reason that played out at the U.S.Open. But in this case, a large client insisted his rates be raised ten-fold. To our later chagrin, we gave in.

But by now you may have guessed what happened: It seems that the golf watchers prefer to stay in hotels where they can gossip with like-minded golfers, and maybe rub elbows with pros. The privacy of a private home is not what they come for.

Then the owners of usually non-renting homes, on and near the course, arranged to move out of their houses to offer rentals during the tournament. The market became flooded.

Although our property was very nice, it was far away from the action. Attendees wanted to avoid driving back and forth several times a day for a whole week.

As the championship week approached, our client panicked and screamed "Drop the rates! Let’s get some bookings, any bookings." We did not say, "I told you so." But we could have.

But it was too late. Event travelers plan far ahead and there were no guests to be had. While the property could have earned $10,000 that week, instead the owner made zero, zip, nada.

Setting proper rates is difficult even for skilled experienced managers who have research on rates, dates and competition. Clients do not, so they should drop their ego, ignore the greed, and let the pros make maximum profit for their homes. Sometimes the author Ron Rash, is correct:

"A small profit is better than a big loss."

Making a profit is good. Being greedy is dangerous. Here is how we pursue profit.

Authority - Let us do our jobs for you. Accept Yield Management as the powerful tool that it is - even if it seems not to work to you at times. Follow our recommendations, approve our ideas, and invest in the little things that make a difference.

Pride - Swallow it during seasons when no one is coming to town and as rates drop. Remember rates will soar during high seasons and yes, even during events. The telemetry we buy considers past, present and future events. It reacts quickly to changes such as weather, travel challenges, and everything competitors are doing - hotels, motels, inns, resorts and vacation rentals, of course.

Doll It Up - It is an old phrase my father was fond of as he "dolled up" his business, his car, his garden, and his 3 boys as he dressed us up for Church every Sunday. As a six old boy I swelled with pride as our teacher reminded students to see "Billy’s garden on the way home. His father grows the most beautiful roses." Dolling up a rental home is more than just good amenities, it is special touches that make a difference.

Buck Up - Ok, here is another phrase from my dad. Because rentals deal with consumers, accept that someday some guest will hate your town, your neighborhood, your resort, your house, your furniture, or even your manager. They are wrong of course, but the best defense is to make your place very nice and keep it that way.

Wise Up - I mean this as no disrespect, but this is the third phrase my Dad trumpeted - be wise. We pay attention, we study, we watch the competition, but we also search for new and innovative ideas. To operate properties tightly, advertise widely, and generate the best results.

Digest - Owners are subjected to the neverending hype about vacation rentals, even as the market supply grows and even if demand does not keep pace. Our team members spend countless hours mastering this seemingly simple industry and all so that our clients don’t have to do so.

Cooks - Yes there can be too many in the soup. And yes my dad told me that too. Repeatedly. It is wonderful to receive tips and ideas about the industry. Keep us posted as we spend overtime working for each and every client.

Do Your Part - Keep your home in tip-top condition, with upgrades, replacements of textiles, kitchen wares, and more. Or you can just call and authorize us to spend money where necessary. Every day, every owner competitor is improving steal your guests. If your place looks a bit worn, your income will drop. Guests won’t return. Or they’ll leave a negative review.

Passion - This last one from my Father is the most important. Tiring of how everyone tells young folks to find something to be "passionate" about, he said. "That is the wrong. He said that success is easy if you are passionate about everything. Do your best. Give a damn. Find the joy. Work your patootie off. Be good at what you do. That is the joy."

We can promise every client. That is what we do here. Thanks to all clients for allowing us to work on your homes. The best is yet to come. It always is.

Author: Wm. May – Administrator, Vortex VIP
Blog #: 0997 – 06/30/24

Sponsor: Vortex VIP – – VortexVIP.com

Continuing Versus Continuous Education

By Wm, May
Published: 02/29/24 Topics: Education, Employment, Government, Lodging Management, Lodging Newsletter, Vortex VIP Comments: 0

How would you rate the teachers you had in school and professors in college?

Like all professions, there are people who perform well and those who do not, with the majority sitting somewhere between those extremes and with most doing well or good enough.

After formal schooling, most workers find there are continuing education requirements for their chosen career. Doctors, Dentists, Accountants, Lawyers, Real Estate Agents and many other professions require participants take courses to learn fundamental skills and periodic classes to brush up or learn new and improved methods.

Long ago, formal requirements for continuing education were unusual. Today, Federal, State and even local governments, along with professional organizations (such as the Legal "Bar") set standards and demand practitioners take classes and pass exams. States have hundreds of licenses. You'll need a training to operate a cemetery, sell cars, or operate campground sales.

In a prior career as a mergers and acquisitions intermediary selling mid-sized companies, having a real estate brokerage license was required. Taking the classes was not a burden, but provided zero instruction on how to market, structure and sell corporations.

Unfortunately, the by-product of excessive licensing implies that people who have a certificate are qualified to do the work for which they have a license. For example, it implied that someone who has taken only 60 clock hours, is qualified to help a corporation sell out. That is dangerous for business sellers and buyers. So such a requirement deceives consumers.

Lodging operators of inns, resorts and vacation rentals have no such requirements for continuing education. But meetings, seminars, and conferences have sprung up where participants can hear from experts, learn techniques, and even argue about best practices. Like many other industries, lodging education has become dominated by vendors to the industry, who have something to sell, rather than the people who are actually out running properties.

So how is a property owner to know which managers are qualified and which are not? The answer is to look for managers who are committed to continuous self-education, not just continuing education. This month's newsletter provides a guide for doing just that.

- - - - - - - - - -

Lodging Newsletter

by Wm. May, for March 31, 2024

There are vast differences in the competence of lodging managers. Education is helpful, but does not reveal the manager's commitment. Technology affects income dramatically, but do they have the correct tech? Experience is helpful, but not if the manager does not apply lessons hard learned.

In recent years, AirBnB has suggested owners could just hire a nearby neighbor to manage their homes. Or find another self-managed owner and entice them to take on your house. Unfortunately, using amateurs is risky because they know not the whole picture.

Ours is a seemingly simple industry, but saddled with hundreds of tasks, and requiring knowledge that has changed dramatically almost every month for decades, and should be expected to continue to continue to morph forever. Think of these things when interviewing prospective lodging managers.

Needs: Fully outline your expectations and needs. Do you want a manager to hold your hand on a daily basis or one who performs their duties well and reacts swiftly to changing demands like rates, competitors and, even, the weather.

Knowledge: Admit what you already know and what you do not know. Ask managers about their procedures for each and every little thing. Then, let the manager perform.

Questions: Ask manager candidates deep questions. Require that they have proven policies and procedures for most anything you can imagine. If its not written down, they do not.

Continuous: Ask how they learned their craft, how long they have been doing it, and how they continually educate themselves and staff members. Without that your house is at risk.

Commitment: Are they are available 24-76-365 for guest and property needs? While after-hours requests are rare, you want leaders who always step up and take charge. Most managers do not.

Attitude: You may find this idea unusual, but in a consumer facing business, managers who are up-beat, unflappable, and happy to serve elevate your property above the rest. (It is not easy.)

Managers who are newer will be unable to answer every question, and may be unable to answer most questions. Experienced, leader-type managers will have seen about every possible scenario when it comes to managing homes. Such as:

Guests who arrive early before the home is re-cleaned or leave late, cutting cleaning time. Storms that flood roads. Counties that fight rentals. Advertising websites that act irresponsibly. Guests who try extortion a free stay. Credit cards that bounce.

Professionals who already know how to handle those situations are primed to take care of them without fuss. These are the managers who will produce the best possible outcome for your property.

Cost: The first question that most property owners ask managers is, "what is your fee?". While that is important, there are dozens of other questions that will affect the property's profit even more. Rates, advertising, reservation staffing, accounting and, even, legal staff. Balance them all to get success.

Author: Wm, May, Vortex VIP
Blog #: 0986 – 02/29/24

Sponsor: Vortex VIP – – VortexVIP.com

Gear Box - Lodging Newsletter July 31, 2023

By Wm, May
Published: 07/31/23 Topics: Aberdeen Washington, Education, Lodging Management, Lodging Newsletter Comments: 0

At age 14 my best friend and I were conscripted. My father ran a Kenworth brand truck dealership in Aberdeen on the coast of Washington State which promised "Parts, Sales & Service". He was moving into a new building in the town's port dock area. Hundreds of heavy metal racks had to be assembled and wrestled into position. It was a big job and took weeks.

At 15 I started to deliver parts all over Washington's Olympic Peninsula, driving a one-ton pickup with no power steering. It was like wrestling a steer down the road. No problem, because I loved listening to the scratchy AM radio that played rock and roll for hours on end.

Arriving from school at 2:30 pm, Dad might say, "You go to Port Angeles today" and hand me a list of 10 to 20 truck shops, logging yards and government warehouses to visit. The truck was loaded to the gills with big, greasy heavy parts. I was expected to wrestle them out at every stop.

I would say, "I won't get home until midnight." And he would say "Ah, it ain't gonna kill you." "But I have class at 8 in the morning." And he would say, "It still isn't gonna kill you. Best start and go now."

Monthly, I drove three hours to the company's headquarters in Seattle. Behind its shiny corporate offices were 20 bays where giant trucks could be serviced at once. It was a beehive of activity.

On the south of the building was a quiet mysterious place called "The Gear Room" where men slinked about working on transmissions, rear-ends and even steering boxes. Other mechanics did not speak to "Gear Heads" and they didn't speak to each other. They tinkered and worked as if doing open-heart surgery.

If you have never looked inside the transmission of your own car, you have missed a work of art. Inside are gears of all sizes, and bearings spinning at enormous speeds on one axis, and others in another. If you stuck your finger inside it would be sliced and diced instantly.

Gear boxes are a whirling indecipherable maze that only the experienced, skilled and studious experts could disassemble and reassemble correctly. It has dawned on me that lodging management of Inns, Resorts and Vacation Homes is a bit like that. One can pretend to be a manager, but only those with a the right mentality are truly Gear Heads.

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Vacation Rental Management is like a Gear Box, with everything running in many directions. Renting out a private vacation rental home is a seemingly simple concept but there are more moving parts, gears, stresses and strains than imaginable. We do it well by employing experts just like the Gear Heads. So many people and things to deal with.

- Guests are the folks who kick in the money to pay rent on properties.

- Property owners are clients because they have an investment at stake.

- Neighbors are clients because they have the potential to be clients in the future.

- Staff members are also clients because their input & performance are critical.

Generally guest goals are much alike - go on vacation, bring the family, rest, relax and recreate and all for the lowest price they can find.

But our other clients, the property owners, have goals that differ from those of guests. Landlords are aware that making guests happy is what brings them back to rent again.

Property owners who try to self-manage their homes remotely get a rude introduction to the world of dealing with consumers, with houses that need maintenance, and with advertising channels that are overbearing and monopolistic.

Engineers, Architects, Doctors and even Lawyers make good clients because they too live in a professional world where the nuts of bolts of performing are often invisible to their customers. Their time is valuable and they leave transmission repairs and vacation rental management to the experts.

Owners who are new to landlording, unaccustomed to business, or have invested too much in their homes, live on pins and needles. They worry about the home and want to make every decision.

When they use a manager they bug the manager with questions, concerns and emotions never realizing that every minute they demand is time stolen from the manager's primary duties - to take care of homes, take care of guests, and spend long hours advertising, marketing, reservationing and pursuing money, most of which goes to the property owner.

There are still Gear Heads in every truck shop in the world, working quietly and uninterrupted. Now they have many high tech tools, but it is their experience and concentration that ensures the gear box will work flawlessly for hundreds of thousands of miles. To disrupt a Gear Head is to risk a slight mistake that could cause major problems. So truck shop managers are careful to let their scientists do their work alone.

Wise Vacation Rental Owners use their lodging managers like Gear Heads. They let them work alone to fine tune every vacation rental gear and bearing of every vacation rental home. They set rates, scrub toilets, advertise everywhere, persuade guests and coordinate cleaning every home 50 to 100 times a year come rain or shine.

In the end vacation rentals can perform like a well-made giant Gear Box which causes the entire process to run smoothly.

Author: Wm, May, Vortex VIP
Blog #: 0965 – 07/31/23

Sponsor: Vortex VIP – – VortexVIP.com

Why Rules - Lodging Newsletter March 31, 2023

By Wm, May
Published: 03/31/23 Topics: Education, Guest Behavior, Guest Management, Lodging Management, Lodging Newsletter Comments: 0

It’s a good question. A fair question. Guests ask and property owners ask, too. Why are there rules?

In a perfect world we should expect that people would behave well without teaching them manners. In fact, in the hospitality industry (lodging, food service, events, activities) most consumers do comport themselves fairly well.

But not everyone.

Unfortunately, it is not possible to determine which customers will be respectful and considerate and which one of them might not be.

So, like all organizations, it is necessary to outline rules and regulations, to communicate to those guests (repeatedly), to include those requirements in legal terms, and then - very rarely - to enforce them. These rules can be thought of as "Fingers in the Dike".

The tale. "A little Dutch boy saw a small crack in a dam. Knowing the crack, if not repaired, could cause the dam to break, he put his finger in the hole, staying all night in the cold until adults found him and patched the hole. He saved the entire village."

Over decades of managing guests, by learning to plug every little weakness that a visitor might find to do something negative, we are less likely to suffer from that unknown one person who misbehaves.

To avoid offending well-meaning guests, rules must be presented in a friendly manner and explained should they ask. To the vast majority of people who don't need to be told, properly presented regulations are not offensive and barely noticeable.

But to that one person who might pose a problem, our methods of communicating can decrease the chance of negative outcomes.

In the attached newsletter are a list of just a few of the fingers we put in the dike.

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Call them "rules" or "house-rules," or "guest rules", or legal "terms and conditions," Vacation Rental Managers who use proven mechanical procedures, produce safer operations.

Advertising - Describing a property affectionately and in full detail attracts guests. But it also should inform guests of details which make the property unique, helping them to select the property most appropriate for them - the property that best meets their needs.

Disclosures - If a home has security cameras, nosey neighbors or a front-desk check-in, these comfort some guests but warn others they will be watched (we highly recommend against doorbell cams because they result in negative reviews).

Channels - AirBnB, VRBO and others are slowly distancing guests from properties. They want to make a commission on the booking but worry guests will book direct.

Book Online - Guests love to make reservations on websites or mobile devices. Whether on our websites or thru channels, our staff telephones or emails guests to offer friendly services, but also nicely notify guests they are to follow the rules.

Sleeps Normal, Sleeps Maximum - We explain occupancy as "Normal" (how many can stay for the rental rate). "Sleeps" is for the places for people to sleep. "Maximum" is if babies and toddlers can be above sleeps. Together these subtly inform customers that the number of occupants is being counted.

Per-Person-Cleaning (PPC) - A base rate for normal occupancy, with a small additional fee per night per disclosed guest generates a bit of income. Better yet, the legal terms can specify a much higher fee for "undisclosed" guests . This is to dissuade guests from knowingly violating occupancy.

Registration- This euphemism describes the kind of "sign up" that hotels required when guests check-in at a front desk - to know the registering guest's name, address, phone and email. Guests should not be anonymous.

E-Contract - Where not prohibited by the channel, guests are required to click and easily sign for their stay, done instantly on our websites and requested via email for channel bookings. Other Managers who shun e-signatures put their properties at greater risk.

Check-In - Guests are to confirm bookings 24 hours in advance, and to telephone upon arrival. Many do not, but this impresses upon them that their behavior is being observed.

Notices - House rules are posted prominently inside the property. Additional, small professional signs warn of no-smoking, quiet-hours and more.

Devices - Sound, Wi-Fi and mobile phone signal detectors are an option that can legally monitor guest occupancy and sound without being obvious.

Terms - In most states, guests who stay for less than 30 days are not "Tenants", and if necessary can be ordered to depart on immediate notice. Doing so is rare, but Managers know the law and will take action to have guests removed if necessary.

As with any public business, Managers can guarantee that all these steps will prevent a difficult Guest from violating the rules. But Managers who skip steps put homes at increased risk.

Author: Wm, May, Vortex VIP
Blog #: 0957 – 03/31/23

Sponsor: Vortex VIP – – VortexVIP.com

Clean, Wipe, Soak, Scrub, Brush, Scour, Polish

By Ron Lee
Published: 04/18/20 Topics: Covid-19 Virus, Housekeeping, Lodging Management Comments: 0

Our first office started cleaning and sanitizing vacation rental homes for over 50 years. Rup a dub dub. We know the products to use, and clean tiny thing in every home no matter how bit. Read more

The Little Things - Lodging Newsletter January 31st, 2020

By Wm, May
Published: 01/31/20 Topics: Lodging Management, Lodging Newsletter, Vacation Rentals Comments: 0

If you have been reading these monthly updates for long, you know we have a propensity to quote songs, stories and even poetry. That is because creative endeavors remind us of obvious truths, and say it in a way we might all remember.

Property management is a seemingly simple career. Talking about it can be a bit dry. And the real work of those who serve is invisible to clients. Most cannot imagine the intricacies of the job.

In recent years, our industry has been plagued by self-promoting, venture-capital chain management companies, who want to manage homes from thousands of miles away. They are willing to lose millions of dollars per month in hopes they buy up the market before they run out of cash.

We see this a bit differently. Actually, we see it much differently.

Yes, we have every tool they have and then some. But we also vest our work in little things that make a big difference to guests and to property owners. Focus. Focus. Focus.

"Great things are done by a series of small things brought together." - Vincent van Gogh

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Hundreds of little things contribute to great guest experiences and hundreds more provide property owners with complete service. Our daily regimen avoids problems and ensures quality.

Penny - Every human can learn how to be calm and helpful to every person who calls, even when guests lock themselves out of the home at 3AM. It's not by accident, but rather by determination.

Jackie - If a home has been vacant for more than a few days, we go to each of them to double-check for dust, turn on the front door light, check the heat and - it's odd to say - flush the toilets to make sure there is no "ring."

Jon - It astounds me that other managers don't create floor plans for every property on their website. Of course, they haven't figured out to do them great and affordably like we have.

Kylee - Software speeds up the monthly statement closing process, but every item on every report is double-checked by hand because, well because we would be embarrassed if it was wrong.

Simon - No one likes criticism, but no one is perfect. So email surveys are sent to every guest. We sell them great stays but need to know if any little thing was off the mark.

Salman - Advertising on every possible website is the only way to ensure maximum demand for every property. That takes technical integration for rates and dates, and daily tweaks to the system are incessant.

Kate - When starting with a property we have the world's longest checklist. Would you want to get on a jetliner where the captain did a short checklist? Same thing with rentals. We do nothing by chance.

Fahim - In addition to our management websites, we build local tourism websites. Maintaining lists of activities, events, shops and restaurants takes far more time, but we attract even more guests than the other guys.

Bronson - In a hotel, it's is called "Night Auditor". Here we just call it constant auditing. Reconciling inbound payments from websites and guests requires great attention to details plus thousands of key strokes.

Lenny - After a long day running to properties with a checklist, I make a list of anything that might have been overlooked. And then I double-check it the next day.

James - After 15 years paying for Dynamic Range photos I am happy to report the competition never catches up. Superior photos gather more attention and produce more income. I hope they never figure it out.

Quinn - Answering the same repetitive questions from guests can be tiring, But some guests have been planning for years and its my job to make their dreams come true. It delights me.

William - My father once said, "It is necessary to master that we dislike the most" and then everything else is easy. We challenge everyone here to embrace the little things every day. It really is the secret to doing great work.

Author: Wm, May, Vortex VIP
Blog #: 0718 – 01/31/20

Sponsor: Vortex VIP – – VortexVIP.com

What Guests Want - Lodging Newsletter September 30th, 2019

By Wm, May
Published: 09/30/19 Topics: Advertising, Channel Management, Dynamic Rates, Employment, Lodging Management, Lodging Newsletter, Photography, Vacation Rentals, Vortex VIP Comments: 0

This month's letter is intended to be a marketing 101 primer for everyone who wants to know more about marketing, advertising, and public relations.

What makes our lodging managers think they are such hot shots about the marketing anyway?

Simply put, some of our partners have spent decades helping clients sell millions and millions of dollars of stuff, and we know our stuff.

Oh sure our explanation could be lengthy and include a lot of fancy words, but whether selling clothes, groceries, soda pop, yachts, or nights at a vacation rental, the process is exactly the same.

One of our partners said it best. "Marketing is easy. Ask customers what they want and then give it to them."

This update is all about that - giving customers what they want. Plus we'll sneak in a little about how we do it and how the competitors don’t.

Why would we publish this when competitors could learn the secrets? Because it's not a secret and they won't do it all anyway. We double dog dare them.

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The only trouble we have with giving customers what they want, so we can produce absolute maximum income for owners is pleading with and even begging owners to do the little things necessary. Here is what guests want:

WHAT WE DO

Hospitality clean - Yep we can do that for you. Guests absolutely want that.

Hospitality maintenance - Fix everything, all the time and quickly. Guests expect it.

Personal - When the guests call, we gotta go take care of them. Guests require it.

Personality - Answer the phone with a genuine smile, or guests will bristle.

Photos - Crisp HDR photos help guests choose. Guests want to see.

3D Tours - The best in the industry. Guests want to see everything.

Floor plans - Professional water colors, so guests can plan who sleeps where.

Website - Custom e-commerce website for each property to help guests return.

24/7 Bookings - Online, phone, chat, and email. Guests book when they want.

24/7 Service - Onsite at any time, we take care of guests or we lose out.

Visible - Advertise on 400+ websites, with dates and rates. Guests find us everywhere.

Social - Posting, commenting, and cooperating. Guests want to interact.

Materials - Rack cards, postcards, bookmarks, etc. prove legitimacy to guests.

Payment - Credit cards, payment plans, occasional incentives that guess want.

Dependable - No double bookings. Guests expect no errors when booking.

Returnees - Extra benefits for loyal guests. Keeps happy guests happy.

Dynamic Rates - Up and down by many factors. Guests accept variability.

WHAT YOU DO

Internet - 49% of guess say no internet wrecks their vacation. Gotta give it to them.

Cable - Gotta have a big TV and cable. Guest don’t book homes without it.

Hot Tubs - Number one requested amenity. Guests can not resist them.

Leftovers - Don’t slough off your used furniture. Guests hate that.

Design - Comfy chairs, quality tables, books, and mattresses. Guests demand comfort.

Color - Creative paint colors, art, and throw pillows, Guests are impressed.

Sleeps - The more beds, the better, with night stands and lamps. Guests read.

Luxurious - Quality towels and linens, replaced regularly. Otherwise guests seethe.

Furnishings - Lots of pots, pans, flatware, and tableware. Guests cook a lot.

Outdoors - Patios, decks, and yes that hot tub. Guests want to lounge.

Now that we see this list, it doesn't seem so very difficult does it? Just follow the list, do your thing and let us do ours. A winning combination.

Marketing is easy, give customers what they want. But will you?

Author: Wm, May, Vortex VIP
Blog #: 0705 – 09/30/19

Sponsor: Vortex VIP – – VortexVIP.com

Vacation Rental Picante Sauce

By Wm. May
Published: 09/01/17 Topics: Lodging Management, Vacation Rentals Comments: 0

What do Picante Sauce and Vacation Rentals have in common? Well they gotta be fresh and tended to. Can managers from hundreds and thousands of miles away provide adequate service to discerning property owners. Not hardly. Read more

Lodging Newsletter 20160331 Change & New Complex - Lodging Newsletter March 31st, 2016

By Wm. May
Published: 03/31/16 Topics: Advertising, Lodging Management, Lodging Newsletter Comments: 0

Spring has sprung so it must be time for an update on all things Inns, Resorts and Vacation Rentals.

We hope to start sending an update with the monthly statements to keep you posted on our work and the state of the Vacation Rental Industry. This month is a good example because there have been momentous changes from some of the websites on which rentals are advertised.

This month we also have a few other topics that you may be interested in. Please rest assured we are working more diligently than anyone in the business to keep your homes safe, provide attentive guest services, and produce the most comprehensive advertising around.

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April 30, 2016 Update Statements Dated March 31, 2016

Here is an update on your property, our work for you and the industry in general. There is not room to cover every topic but over time we'll cover important and informative topics.

PROPERTY COORDINATION: Kylee Genett has been promoted to Property Coordinator, responsible for the many details necessary to setup properties, arrange services and onsite staff, and work with our advertising experts and website engineers. She has been with us for a year and has more energy than the Energizer bunny.

AD WEBSITES: Our managed homes are advertised on over 300 websites and that is not an exaggeration. Other managers use just a few websites, and some up to 5 or 10. Our large reach is sure to garner more inquiries and bookings for properties.

Because we employ our own programmers, we have been able to automatically distribute listings to dozens of websites. We are able to synchronize calendars to dozens more (which prevents double bookings), but we still manually submit advertising to all the others. It is a chore but that is why we produce more bookings and better rates.

HOUDINI WEBSITES: A reminder that we usually produce an individual full e-commerce website for every home in our care. These help to garner more attention on the internet. If you have not yet sent us your portrait photo and a few paragraphs for the "About Us" section, please do so as it will comfort guests and gain bookings. For privacy reasons we do not recommend using your last name.

HUB BUB: On January 1st 2016, HomeAway.com, owner of many websites such as VRBO.com and VacationRentals.com, was purchased by Seattle based Expedia. They are now implementing many changes such as charging guests an extra fee on top of rental costs, employing "Best Match" which means not all properties are displayed to all guests at all times and more.

The industry is aflame with dissatisfaction but complaining will do no good. So we cooperate and place further emphasis on all the other websites we use including Houdinis, Kreskins (our local manager websites), and Marcos (affiliated tourism websites). Our full integration with HomeAway and other websites should cause these changes to benefit your property. Time will tell.

SUMMER: The high season is well on the way and our onsite staff is beefing up and being trained. Over the past decades the industry has noted that guests are not booking as far in advance of arrival. That makes it more difficult to examine advance sales to determine the future but our office staff has also expanded to take care of last-minute bookings. We are open 100 hours a week by phone and 24/7 for guest and property services.

NEW RESORT: Our newest project is Oyhut Bay Resort in Washington State. 36 condos, 24 cottages and soon 200 more along with retail, restaurants, pool, wedding chapel and more. As clients, you get an additional 10% off the already low introductory rates. See www.OyhutBayVacationRentals.com.

That’s it for this month. You are invited to send in questions you would like to see covered in future months.

Author: Wm. May, Vortex VIP
Blog #: 0519 – 03/31/16

Sponsor: Vortex VIP – – VortexVIP.com

Vacation Rental Restoration

By William May
Published: 12/28/15 Topics: Insurance, Lodging Management, Vacation Rentals Comments: 0

Vacation rental homes are susceptible to the same problems as full-time residences. Sometimes pipes break, basements flood and even smoke or fire damage can happen. Read more

How to Hire & Retain Happy Housekeepers (10 rules)

By Wm. May
Published: 01/28/14 Topics: Lodging Management, Vacation Rental Association, Vacation Rentals, WAVRMA Comments: 0

Servers at restaurants, both fancy and plain, demand tips. The valet who parks your car puts his hand out. Even your neighborhood Starbucks barista wants money for making up your fancy café mocha, skinny, double cup, with foam. So how come lodging housekeepers seldom get tipped, and often receive far too little. Read more

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DETAILS: We work to keep this information up to date, but details do change from time to time based on circumstances, often on short notice, and sometimes beyond our control. To verify any answer or other information you may need, please call or email us anytime. Allow a reasonable amount of time for response. Only legitimate inquiries will be answered.