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FAQ

  • HOW WILL YOU PROMOTE MY PROPERTY?

    We have a separate web/landing page on our website designated for each property as well as, like in many cases, additionally advertising in/with VRBO, FlipKey, Trip Advisor and Home Away, just to name a few. We covers the cost of all marketing as part of our management fee. We also send electronic newsletters quarterly to our database of owners as well as our thousands of past guests.

  • HOW DO YOU FIND THEIR GUESTS?

    Most of our marketing is done online through vacations rental websites as well as through additional tourism related sites. We have an extensive lead management system which enables us to follow up and communicate with previous and potential guests through email marketing campaigns, special promotions and direct calling.

  • HOW ARE RENTAL RATES ESTABLISHED?

    We research comparable properties to get a base rate, we then evaluate the condition, location and amenities of the unit.

  • WHAT MAKES YOU BETTER THAN OTHER MANAGEMENT COMPANIES?

    Our primary focus is outstanding service to all of our property owner and vacation guests. Our product can be defined as the entire vacation rental process, from the time a guest gets on our website until they get back home. The definition of service is someone in front of you helping you with any issues you may have – NOW…

    We maintain a high percentage of occupancy by executing innovative, aggressive and comprehensive marketing and guest communication campaigns.

    Lack of attention to the maintenance and care of any given vacation rental is the number one reason for complaints by owners and guests alike. By setting the high standard of personal and detailed attention with thorough follow-through of everything from repairs to housekeeping services, We offers solutions – not quick fixes.

    Communication should be done at the convenience and on the terms of the property owner. Electronic communication is convenient but doesn’t replace the need to pick up the phone and talk. We understands that communication is the key to a successful relationship with property owners ad vacation rental guests.

  • HOW DO YOU SUPPORT GUESTS AD OWNERS DURING THEIR STAY?

    Our offices are open from 8:00 AM to 5:00 PM, seven days a week to serve owners and current guests. After 5 PM and before 8 AM any emergency or urgent call are forwarded to the local manager on call in order to respond in a timely manner in regards to our to guests and/or owners concerns. We also offer an in-house concierge service that works with outside companies so we can offer recommendations and provide information for any local needs.

  • WHAT PRECAUTIONS ARE TAKEN TO ENSURE MY PROPERTY IS LESS LIKELY TO BE DAMAGED?

    We appreciate the investment you have made in your property and as such we have developed a process to minimize damage. This process is described below:

    A manager speaks with every guest prior to accepting and confirming any reservation, including those guests who book online. This personal contact allows us to get to additional details about each booking and their needs before they arrive. It also allows us to describe our policies on events like parties and large functions.

    We require at least a 5-night minimum on all reservations unless we receive permission from homeowners for a specific reservation.

    Occasionally there are guests who cause damage to a property. We offer our guests and accidental damage waiver which covers accidental damage to the property up to $1,500. If a guest chooses not to purchase the waiver we charge the guest’s credit card we have on file for the damage they caused.

    Before a guest arrives and after the cleaning crew has finished cleaning, an “arrival inspection” is done. This allows us ensure the unit is ready for the guest and to assess the condition of the property. Upon departure and before the cleaning crew arrives, another inspection is done to compared with the arrival inspection. By doing and arrival and departure inspection we can charge the guest for any damage beyond reasonable wear and tear. During the off-season or whenever a property is vacant more than one week, we do an inspection to ensure everything is in order.

  • IS TRAVEL INSURANCE OFFERED TO GUESTS?

    Yes! Guests have the opportunity to purchase optional travel insurance through Rental Guardian which would cover them in case they have a medical emergency or weather delay and cannot travel. As an owner, your revenue would not be affected if a guest cancelled while being covered by Rental Guardian cancel for any reason policy. There is a mandatory minimum coverage required when booking a reservation, which provides up to $1,500 unintentional damage protection.

  • WHAT IS THE COST TO ME TO JOIN YOUR PROGRAM?

    Upon signing your contract the following will be done at no charge:

    A fully written evaluation of your home as a vacation rental (by our expert team plus a professional designer)
    Stocking and maintaining the home with linens
    A professional photo shoot
    Creating a unit page for our website


    Other costs vary based on individual property needs which include:

    Required deep clean 1 – 2 times a year. We may ask that your property be deep cleaned upon entering our program
    Window cleaning
    Annual supplies (e.g. filters, light bulbs, batteries, etc.)
    Carpet cleaning
    Pressure washing if applicable
    Hot tub/Pool maintenance

  • WHAT ARE YOUR FEES AND CONTRACT TERMS

    Our vacation rental property management fees range from 25% to 35% of the gross nightly rental rate.

  • WHAT’S INCLUDED IN YOUR FEES?

    Your property enjoys the skill and attention of our management team in sales and marketing, internet exposure, full accounting services, detailed housekeeping services and quality maintenance as well as assistance in renovations and repairs. We also provide wonderful guest services such as 24-hour check-in and preferred rates for some local activities among other services.

  • WHAT’S THE COST FOR SERVICE CALLS?

    There is no charge to have our on-call maintenance personnel go to a property to assess an issue. If the required repair is beyond the scope of their abilities a specialist may be called and there may be a service call fee for that individual. To maintain our standards we reserve the right to replace or fix any non-emergency problem without an owner’s approval if the cost is less than $500. If it is an emergency, such as a broken pipe at 3:00 AM we will respond immediately to the problem.

  • HOW MANY NIGHTS OF BOOKINGS CAN I EXPECT?

    When taking into consideration many factors like owner usage, the current economy and unit/complex amenities and location each properties expectation will vary.

  • ARE THERE RESTRICTIONS ON HOW OFTEN I CAN STAY AT MY UNIT?

    We realize one of the best reasons to own a vacation home is an owners personal use, therefore we do not limit the amount of nights you can stay.

  • WHAT TYPE OF GUESTS STAY AT YOUR RENTALS PROPERTIES?

    Guests who want to enjoy all the comforts of home while on vacation. These are folks who like the independence of staying in a home away for home setting, enjoy the benefits of a well stocked kitchen, the convenience of a washer/dryer and being able to avoid the crowds often found at the major resorts.

  • WHAT ARE SOME OF THE EXPECTED EXPENSES FOR THIS RENTAL PROGRAM?

    Periodic maintenance and repair to your property along with semi-annual deep cleaning, including carpets, replacement of pillows, comforter, mattress pad/protector and other household inventory items requiring attention and/or replacement, all of which creates that comfortable guest experience.

  • WHAT ABOUT CLEANING SERVICE LINENS AND MAINTENANCE?

    Guests pay the cleaning fee. As an owner, if you or your own personal guests stay at your property, you will be billed a cleaning fee for that stay. In that case, the cleaning fee is removed from your revenue proceeds. We provide linens such as bedding, towels and beach towels. However, owners are responsible for the cost of pillows, mattress pad/protectors and comforters. If maintenance and repair is needed, the cost is removed from your rental proceeds.

  • HOW DO THE OWNERS RECEIVE RENTAL PROCEEDS?

    By the 15th of each month, you will receive a revenue check in the mail along with an itemized statement. We also have ACH automatic depositing available for your convenience.

  • DO OWNERS HAVE ACCESS TO INFORMATION CONFIRMING RESERVATIONS?

    Yes. We believe in transparency so as an owner you will be privy to the reservations and what type of revenue to expect so there are no surprises. You will receive an email confirmation of a reservation when it’s first made. You will then receive a second Reservation Folio that same day showing the guest’s deposit taken off of their balance due. As the guest’s reservation gets closer to 60 days prior to their arrival date, their balance is paid in full and you will receive a final Reservation Folio reflecting a zero balance. In addition to this you will receive a user name and password to have access to our reservation system where you can view the reservations in real time as well as create your own bookings.