Bill's Beneficial Blog

Marine Link Tours - Lodging Newsletter September 30, 2023

By Wm, May
Published: 09/30/23 Topics: Boats Comments: 0

Travel comes in many forms. Tourism is a subgroup, including enjoyment, learning, observing. And specialty lodging has its own niche, starting with vacation rentals but including inns, resorts and now even freight boats offering one of a kind experiences.

Marine Link Tours delivers all kinds of freight up and down the Salish Sea in British Columbia from Campbell River to Port Hardy and Seymour Inlet. There may be stops in Loughborough Inlet, Kelsey Bay, Broughton Archipelago, Port McNeil, Powell Lake and whatever other stop needs delivery.

They even take along travelers searching for the unusual. These are not passengers going from stop to stop, but inquisitive folks on a 5-day trip longing for an out-of-the-ordinary thrill.

Years ago, the ship owners acquired a barge-like boat, flat bottomed, extended it and added six state rooms for those travelers willing to pay a pretty penny to get the unusual.

Traveling at a whopping 7 knots (8 miles per hour) the captain nestles the boat up long and winding inlets, which in Norway would be called fjords, going miles without sight of houses, cabins or boats. Delivering to logging camps, fish farms, small communities and First Nations' villages.

The Marine Link trip is nothing like what passengers experience on the huge cruise ships that may pass silently speeding to Alaska. There are no cabarets, no night clubs, no water slides, no gambling. But the freighter does provide gourmet meals from the live-onboard chef, an attentive steward, and a visit in the wheel house with a captain who has spent 37 years visiting every corner of the sea.

It all comes with peace and quiet as humpback whales, orcas and porpoises swim around and alongside. Grizzly bears lounge in meadows and mountains thousands of feet directly above the boat. Deep in Knight Inlet, a waterfall plunges over 800 feet directly into the sea on this longest and most spectacular coastal fjord. The captain grins as he noses the boat directly under the waterfall.

In our small world of vacation rentals, we are reminded that every guest who visits us hopes for a unique, intriguing and memorable experience. It is also our job to deliver.

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As summer wanes, we take time to be thankful. In case you don't spend day and night following the lodging industry - like we do - here is a summary of some recent travel industry and market developments.

SEASONALITY - Around the country and in drive-to destinations like the Northwest, occupancy now mimics seasonality as it was before Covid.

FIRES - Luckily, our markets have not had rampant fires, even though smoke has and may continue to lessen travel enthusiasm. Sorry to say, but a half-dozen times over the years we have learned how to deal with these interruptions when they arise. The goal is to build guest satisfaction and retain rents for owners.

ADVANCE - Over several decades the amount of time in advance that guests book dates has ranged from a year down to days or weeks, when bookings resumed after Covid. Early summer was slower and now bookings are occurring in a more normal timeframe.

RATES - Rates have been depressed because so many competitors panicked and plummeted rates in a "race for the bottom" on prices. It is necessary to compromise to get bookings. But last minute bookings are filling dates and we can hope that continues as usual into September.

PRICING - Our rates experts evaluate rates up to 13 months in advance and make changes most days based on current market volatility. The AI telemetry we buy for our S2D2 algorithm may lower rates on a last minute basis, then real humans intervene to raise rates at every opportunity. Their success has beat industry trends.

CHANNELS - AirBnB, VRBO and other advertising websites are saying business is good, but they achieve that by expanding the number of rentals between 10 and 20%. Contrary to their crowing, that doesn't mean more income for each individual owner.

ONSITE - A giant shout out to all of our wonderful market managers, housekeepers and maintenance staff who have toiled 7 days a week, weekends, holidays and sometimes well into the evening. Most have been part of the team for years and every property owner should give them kudos. We certainly do.

TECHNOLOGY - Working behind the scenes are a whole group of software, advertising, marketing, photography, graphics and other tech experts. They too work overtime in summer to adjust to market conditions that are changing faster than ever before.

HISTORY - As the vacation rental industry has grown for decades, we have always advised owners to only buy a second home for the best of reasons. Our competitors lure in owners with a pitch that owning a vacation rental is a "Get Rich Quick" success.

History says that over years homes usually appreciate, producing profits when they are sold. But today, operating a rental has become a time consuming and intricate undertaking which can be expensive and exasperating if done innocently.

Most homes don't make a cash-on-cash return annually, but with our skilled vacation rental management owners can get maximum income with minimum fuss.

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Author: Wm, May, Vortex VIP
Blog #: 0966 – 09/30/23

Sponsor: Vortex VIP – – VortexVIP.com

Shakespeare - Lodging Newsletter August 31, 2023

By Wm, May
Published: 08/31/23 Topics: Education, Events, Lodging Newsletter, Things To Do Comments: 0

Years ago my wife and I jumped into our trusty Volvo and drove eight hours straight to Ashland, Oregon for my first glimpse of the Oregon Shakespearian Festival with its replica of the Globe Theatre from Shakespeare’s lifetime. It’s an outdoor Elizabethan Theatre that seats 1,190 people each night April through October.

We rushed into our seats just as the lights went down, to be immersed in a magical night of King Lear in which, at last, the genius of William Shakespeare revealed itself in ways that reading the text did not.

In the stunning cocoon of theatre under the stars, and along with what surely must be the most beautifully functional indoor theatre seating anywhere, in an intimate 200 seat playhouse, we gorged on 8 plays in 5 days. 2PM and 8PM.

The festival sells 360,000 tickets between April and December each year providing the quaint town of Ashland, Oregon an economic foundation that supports world class restaurants and bars, and a variety of other arts offerings, too. It is the largest not-for-profit theatre organization in the country.

Wonderful inns, hotels, vacation rentals and bed and breakfasts (the real kind not the faux AirBnB kind) dot the town and the valley.

All together some 2,800 people fill every seat every day so strolling around town and the Lithia Park that meanders up the small valley below the theatre never feels crowded and helps burn off dinner before a night of drama.

If you think you don’t like stuffy old Bill Shakespeare’s plays, I wonder if you have ever seen his unforgettable stories of love, tragedy and spiritual transformation of people as they were meant to be seen and felt.

In the world of business, and in lodging in particular, there are things to learn from the Ashland organization. Having started in 1935, it proves that wondrous things can be done by spirited people who love what they do.

Every day we try to think just like that.

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How about I try to connect live theater to live vacation rental management with a few quotes from plays four centuries past.

All the world’s a stage. (Preparation) Ninety percent of vacation rental work is done before the guests ever arrive, just as it is with a play. Perfect practice makes perfect. Advertise absolutely everywhere, answer the phones and provide guest service everyday of the year, with 24-7 support.

What’s past is prologue. (Continuity) The joy in watching guests depart happy just means a new group is soon to arrive. No time to celebrate knowing the process is to be repeated endlessly.

The play’s the thing. (Writing) In lodging, managers must compose every policy, method, and responsibility well in advance. No ad libbing, no seat of the pants. Determine what to do before attempting to do it.

This blessed plot. (Planning) Managing vacation homes of every size and shape, in various locations and seasons is greatly intricate. Hundreds of things can happen. Everyone of which must be learned, planned for and - most important - documented for training and policies.

Merely players. (Casting) The actor chosen to play King Lear must be 80 years old. Likewise hospitality staff must be born to the calling - of being hospitable. It can be taught by experts, and learned, but is often best from people born to help others.

Experience is by industry achieved. (Staffing) Lodging requires industrious cleaners, resolute reservationists, innovative advertisers, attentive accountants and guest services open 24-7-365 (just like ushers helping patrons find their seats).

Proceed in practice. (Pursuit) Perfect practice makes perfect. It can never stop and never waiver. Review what is done, make corrections, align to the future. Homes must be well kept, always maintained and repaired quickly.

What’s timely done. (Scheduling) The play must start on time. The homes must be cleaned and ready for arrivals on time 40 to 100 times a year. No matter the weather, or traffic, or interruptions.

He smiles, methinks. (Serving) Not every consumer is a nice person. Most are, which is what makes the industry so enjoyable. But anticipating what customers may want allows us to be ready to be helpful. But no matter what, we must smile and be grateful.

Tickled with good success. (Results) When we complete the neverending lodging tasks, duties, and effort, the rewards are financial gains for property owners and smiles from slumbering guests. The endless list of obligations makes it happen.

All’s well that ends well. (Success) Step-by-step, part-by-part, business in general, travel, and lodging in particular can only be judged after each stay, to see homes perform as investments, to see guests enjoy their stay, and appreciate what we have done.

A very serious business calls. (Ending) Like all good plays, even newsletters must end. There is other work to be done. You have probably had enough already of things Shakespeare uttered now twisted to this purpose.

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Author: Wm, May, Vortex VIP
Blog #: 0967 – 08/31/23

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.

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

Sponsor: Vortex VIP – – VortexVIP.com

Oh Canada - Lodging Newsletter June 30, 2023

By Wm, May
Published: 06/30/23 Topics: Education, Hotels, Housekeeping, Inns, Lodging Newsletter, Reputation, Vacation Comments: 0

"Management by wandering around" explains a style of business administration which involves managers wandering around, in an unstructured manner, through the workplace to check with employees, equipment, or on the status of ongoing work.

There may be no other industry as appropriate for MBWA than travel and lodging.

Great managers must keep their fingers on every aspect of every dang little thing. Nothing can be taken for granted, everything must be inspected, schedules must be maintained and, no matter how diligent a company, some guests will want more than they pay for.

But you'll only know that if you talk to guests, staff, vendors, competitors and even the government. All this in hopes that changes can be detected to find opportunities or to avoid problems in the future.

That idea can be stretched to walking around other businesses too, so for a few weeks we have been wandering around British Columbia and Alberta, staying at or visiting great lodges, speaking to staff, and just watching their world go around.

It has been said that Canada and the US are countries born of common ancestors, separated by a common language. The differences in lodging management are subtle but noticeable.

Businesses cooperate together to promote their destination in ways that can seem lacking elsewhere. Employees seemed authorized to make good decisions.

This letter isn't to say that Canada has everything figured out. Turning on the television shows some of the same political skullduggery that exists in every country. People just don't agree on everything.

As we departed one lodge we saw the attractive young manager, who had taken time to talk on several occasions, walking around the property, policing the area, straightening things up.

Walking around Canada provides new insights we can use to make our business better every day.

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The pace of change is accelerating. Here are some changes we noticed in Canada, specifically in the stunning mountain towns of Banff and Jasper.

TEXTILES: Each property had daily housekeeping an "option." Some said, "Call us if you want maid service or just towels." Or here is a $5 coupon for each day you don't ask for housekeeping.

COUPONS: The coupons were to their in-house restaurant. They save far more in cleaning labor than the cost of the food, probably $20.00 or more. And guests lined up early to cash in.

STAFFING: Half of the lodging and restaurant employees who served us were young Aussies. Companies recruit in Australia for seasonal staff. Young folks love the travel and come back year after year.

COSTS: Staffing in this way is not cheap, as employers pay for food and housing. At the incredible Columbia Ice Fields (www.BanffJasperCollection), where you can ride onto the glacier on giant wheeled vehicles, over 250 staff room in what they laughingly refer to as "The Ice Palace", but looks more like a very old college dorm stuffed with people.

WELCOME BOOKS: None of these pricey places had an in-house welcome book - but they all had gorgeous printed materials about all the other things they were anxious to sell you - boat trips, gondola rides, museum walks and, of course, their restaurants.

CUSTOMERS: Canada has a fast growing immigrant population and the diversity of travelers is everywhere. Many languages, styles of dress and behaviors. Some cultures travel in big family groups, while others dominate the ever present tour busses.

GENUINE: Every business wants every staff member to exude friendliness. Although there are dozens of restaurants in Banff alone, from fast food to fancy food, employees provide quick service without seeming to be hurried. This is management honoring their people.

HONOR CODE: Most businesses had famed "Codes of Honor" proclaiming how well they would treat you and including how well you must treat fellow customers and staff. We bumped into them in fancy hotels, low-cost restaurants, in bike shops, in museums and even in Starbucks.

GUEST TERMS: Having started as vacation rental owners, we have always felt that a clear set of terms was essential to foster good guest behavior. We have wondered if we ask too much, but then we seldom have a problem guest. Perhaps, we should call them the "Codes of Honor."

STRESS: Banff sees 4 million visitors a year and the small business core is alive with visitors. Jasper welcomes 2.5 million per year. Together this is a non-stop stream of inquisitive travelers who could overload a system, but there is little stress because both towns admit that tourism is what pays the bills. (And pays them well.)

In U.S. locations, there are always curmudgeons who want visitor income but would prefer that people stay away. American cities and counties who are chasing vacation rentals out of town are myopic.

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Author: Wm, May, Vortex VIP
Blog #: 0960 – 06/30/23

Sponsor: Vortex VIP – – VortexVIP.com

Vacuum Cleaner - Lodging Newsletter May 31, 2023

By Wm, May
Published: 05/31/23 Topics: Housekeeping, Lodging Newsletter Comments: 0

Maybe it is the same in all industries nowadays. Maybe technology has changed everything. Or maybe 3 years of Covid discussion has just tuckered us all out.

But as we go into another spectacular sunny summer season, our super-pro staff will buckle up, hunker down, take a breath and jam out work 24/7/365. So we will separate the necessary details from the smiling reality. First the fun -

So is it time for a bit of housekeeper respect and appreciation?

If you take time to clean your vacuum, does that make you into a vacuum cleaner?

What did the broom say to the vacuum? I’m so tired of people pushing us around.

Salesman: “Ma’am, this vacuum cleaner is so great that it will cut all your work by half!” Housekeeper, “That’s fantastic! Give me two.”

Why was the broom late? Because it over-swept.

When two housekeepers could not decide whose turn it was to do the laundry, one threw in the towel.

Housework won’t kill you. But why take the chance?

To make cleaning festive, housekeepers build speaker boxes out of used laundry bottles. They sound super clean.

One of our housekeepers recently got a Ph.D. in washing machines. Now we call her a spin doctor.

What did one toilet say to the other toilet? “You look flushed.”

If you want to know housekeeper puns, be advised we have loads of them.

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After all those corny housekeeping jokes, now some necessary monthly news.

Staffing - Our long-tenured partner managers are raring to go for summer, and with so many experienced and trained field staff we are ready for summer to ramp up.

Support - Office staff, too, are highly experienced and we have added some wonderful new people with specific skills. The goal is quicker response and even more advertising. Already more than anyone else.

Videos - Now that we have built up drone photos of geographic areas, we are compiling "establishing" videos of geographic areas such as mountains, lakes, rivers, oceans. The first step will be to install home page videos on many market websites. They are compelling.

Rates - Rates are not on a roller coaster. They are on more of a tilt-a-whirl ride. Covid caused both rates and occupancy to soar. Most markets have returned to normal seasonality, a few are still adjusting some in unusual ways.

Comparable - We are using extra comp-sets to see occupancy and rates for competing rentals. And we employ our ancient "drive by" survey in early evening to see which are booked and which are not. We seem to be ahead of the curve.

Topsy Turvey - AirBnB announced 50 improvements to their platform, shifting focus to room rentals. Seems odd for the focus to be on room rentals, but many things they do seem strange. They are reporting a decease in number of properties and their stock has plunged.

Corporate Managers - Large firms are also reporting a large "churn" rate of owners leaving their service. Their stock was already in the basement.

Fingers in Dike - Surprisingly there are hundreds of details that ensure safe, comfortable and profitable rentals. But we keep adding tools. The latest are further posted instructions on elocks and lock boxes, to ensure our 24/7 phone number cannot be missed and guests can always get inside.

Marquees - We are focusing more pop-up promotions on website home pages, along with email blasts. Although, we are the only manager still using conventional ticklers like post cards to bring home happy guests.

Help Desk - For owners and guests who need assistance, calling the main office number is always best. Emails are slower but we do answer them or get back ASAP.

- - - - -

And to sum it up (sorry, can’t help myself) - It has just been announced that the official anthem of housekeepers is - Another one fights the dust.

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Author: Wm, May, Vortex VIP
Blog #: 0959 – 05/31/23

Sponsor: Vortex VIP – – VortexVIP.com

Permit Anarchy - Lodging Newsletter April 30, 2023

By Wm, May
Published: 04/30/23 Topics: Government, Lodging Newsletter Comments: 0

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Author: Wm, May, Vortex VIP
Blog #: 0958 – 04/30/23

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.

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

Sponsor: Vortex VIP – – VortexVIP.com

Calculate Compliments Criticism - Lodging Newsletter February 28, 2023

By Wm, May
Published: 02/28/23 Topics: Guest Behavior, Lodging Newsletter Comments: 0

Successful lodging properties have always understood that hospitality requires a precarious balance of seeking compliments with the equal risk of criticism. Vacation rental managers have also learned these lessons, but there is a difference - guests must be happy, but so must the property owners.

What one guest thinks of as a wonderful amenity can be unattractive to another visitor. Owners purchase homes based on what they like and outfit them as they imagine. In turn, they expect guests to love what they love.

But marketing doesn't work that way.

The quickest route to failure for a business is to tell customers what they will and will not like. The best route to success is to figure out what consumers want (which can be difficult) and give it to them (which can be equally difficult). All in hopes they will buy what is offered.

One lake front cabin owner spent a fortune to furnish their "White House" with white provincial furniture, white straight back chairs. No couches. White shag carpet, bright white walls, white dining room table, white cabinets, white plates and, even, a white baby grand piano.

Of course, the owner insisted on very stringent rules to avoid damaging this white monstrosity - no shoes, no children, no dogs. Of course, you can't blame her for worrying and with today's dynamic range photos, 3D tours and videos, guests could see what a stunning place it was.

Unfortunately, guests don't come to the lake to sip tea, play tiddlywinks and listen to chamber music. It did not rent well and the guests who did come, didn't just not like it. They hated it.

That is the lesson. Ask guests what they want and give it to them. This newsletter calculates a kind of formula to show how features that may garner some compliments may also expose the property to complaints. Get out your calculator for the attached list.

Costly mistakes are easy to make.

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Do a little math to calculate the right and wrong pathways to guest satisfaction. Positive scores mean good reviews. Negative scores mean bad reviews.

Hot Tubs - The world's most requested amenity and can increase your bookings (+25 points), but no hot tub (-200 points).

Video Door Bells - Helpful with arrivals (+ 5 points), but some guests find them creepy (- 100 points). Installing risks rude zero star reviews.

Keurig Coffee Pots - Guests love them (+ 5 points), but not if they aren't given an unlimited number of expensive pods (- 25 points).

Bottle of Wine - A nice gift to some (+5 points), but wine-snobs complain when your $100 bottle offends them. (- 50 points). Free alcohol is illegal, so Martintelli's Cider instead, $3 a bottle.

Flannel Sheets - A cozy treat for some (+5 points), but scratchy creepy to others (-25 points). Keep flannels stored for your own use.

Guest Book - Reading prior compliments is nice (+ 5 points), but turns ugly when kids read hidden porno tucked in the book by the prior guests (-100 points). Guests books are risky.

Internet TV's - Increasingly many guests love streaming (+10 points), but curmudgeons fume when difficult to use and local TV stations are missing (-30 points).

No Dogs - Some just cannot leave Fido home, so allowing pets is good (+25 points). But, if you refuse dogs, some will sneak in Rover anyway (-50 points).

Fireplaces - Guests enjoy burning wood (+ 20 points), but if firewood is limited, they smoke you in reviews (-20 points).

Shampoo & Conditioner - Wall mounted dispensers are handy (+2 points), but impossible to sanitize (-10 points). Wrapped bars and liquid soap? Yes.

Hair Dryers - Good hand held in every bathroom (+10 points). No hair dyers (-20 points).

Wine Glasses - Not fancy, but plenty of them (+15 points). Non-wine glasses only? (-15 points). Remember that wine snob above?

Pots & Pans - Good condition skillets, pots, pans, blender (+ 10 points). Worn or too few? (-25 points).

Fire Pits - They simply love them (+20 points). No fire pit (-10 points). Free wood is a must and propane is even better.

Propane BBQ - Reliable, dependable and cleanable (+15 points). Charcoal is messy and difficult (-10 points). Spare tanks? Of course.

Patio Chairs - Comfy and sturdy (+15 points). Flimsy or uncomfortable (-15 points).

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Author: Wm, May, Vortex VIP
Blog #: 0956 – 02/28/23

Sponsor: Vortex VIP – – VortexVIP.com

Snoqualmie Falls Lodge - Lodging Newsletter January 31, 2023

By Wm, May
Published: 01/31/23 Topics: Advertising, Lodging Newsletter Comments: 0

The "Country Breakfast" at the Snoqualmie Falls Lodge outside Seattle, Washington consisted of just about every kind of breakfast item you could imagine.

Hotcakes, sausage (patty or links), waffles, eggs (fried, sunny-side up, over-easy or scrambled), biscuits, bacon, berries, french toast, ham, fruit, roast beef, tea, mimosas and Irish cream coffee. It even included dry cereal, granola, yogurt, toast and old-fashioned steel-cut oatmeal..

New diners were always surprised when the servers delivered dish after dish without asking. But what made the meal so famous was when the staff climbed a ladder and poured "honey form on high" onto fluffy buttermilk biscuits. (And of course the honey was from the Lodge's own honey bee hives)

On Sunday's, guests stood in long lines for hours just for the chance to splurge on more food than anyone could possibly eat in a single setting.

The advertising agency, in which I was a partner, learned from the property owner that doing things just a bit different is all it takes to stand-out from the competition.

Of course, the Lodge already had the full foundation of a sparkling clean dining room, an ever-smiling staff, along with food that was hot on delivery and perfectly tasty. But with the creativity of the menu and serving performance, it stood out.

Although the internet now dominates advertising, we still conclude that anything that can be done to make a vacation rental, inn or resort desirable will translate into extra guests and greater income.

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Of course, promoting the positives of each vacation rental attracts guests. But giving them an accurate and intricate view of the homes relieves their worries about renting which makes them comfortable, too.

Everywhere - Properties are listed on hundreds of websites, including the giants like VRBO and AirBnB. Making it easy for guests to find the properties makes it easy for them to book them.

Local - Our destination websites appeal to guests who want to rent local and support local. And we show what's fun, where to eat and what to do.

Unique Spots - By building a full-featured booking website for each individual house, those guests who want out-of-the ordinary can find that. Something just for them. But with all our services.

Private Label - For Inns, Resorts and Communities, the websites we create and administer promote the complex instead of our company. Guests don't rent managers, they rent homes.

Imagery - As early adopters of High-Dynamic-Range photography, guests are fully informed about what every property has (and doesn't have.) Drone photos reassure guests about the property, the neighbors and the area.

Floor Plans - After all this years, it is astonishing to see that competitors still don't provide easy-to-view layouts Where will grandma sleep? And all the kids? Rather than sell, plans show.

Ease of Booking - Making and paying for lodging is swift. Guests get quick confirmation to know their plans are solid. Staff are on duty every day of the year and are easier to reach than all our competitors.

2-Click Signature - With their emailed confirmations, guests click to sign their contract and confirm payment. Safer for owners and fast for guests.

Personality - Every guest is phone while booking to acknowledge their enthusiasm for renting. Callers love people who they can "see" smiling when they talk. They select and book quicker and easier.

Nervous Arrivals - Can they find it, are the keys or codes handy, is there backup to ensure everyone gets in at any time of the day? Yes, yes and yes. Before they get in, they worry. Once inside, they leave stress behind.

New to Town - Inside the place, guests get further instructions about the house, the area and the rules. That makes it smooth for them to enjoy the property.

Instructions - Prior to arrival, visitors get extensive property and area facts and knowledge. The best surprise is no surprise.

Instant Service - Guests can call anytime to reach a live human helper 24-7-365. Questions are answered or staff dispatched to property for most any little thing. Guests expect to be taken care of. So we do.

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Author: Wm, May, Vortex VIP
Blog #: 0939 – 01/31/23

Sponsor: Vortex VIP – – VortexVIP.com