Vr4profit Guide to Property Management

Vacation Rental For Proﬁt Guide To Property Management

By Heather Bayer Table of Contents

About the Author ...... 3

A Note from the Author ...... 4

What is Property Management? ...... 7

Rental Agencies vs Property Management Companies ...... 7

Changeover Management ...... 11

Will doing it yourself save money? ...... 12

What stops you from hiring someone? ...... 14

An Owner’s Story ...... 15

What are the options? ...... 16

Summary of Property Management Options ...... 19

Preparing for third-party management ...... 20

Lay out the ground rules ...... 21

Caretaker supplies and restocking items ...... 24

Handling laundry ...... 26

Exterior Maintenance ...... 27

Patio Furniture ...... 27

Dealing with Garbage ...... 28

The Cost of Care and Maintenance ...... 30

Your Guests – Making your Expectations Clear ...... 32

‘As Found’ or Full Cleaning Provided ...... 32

Departure Checklist ...... 34

Cleaning Supplies For Your Guests ...... 35

How to avoid service calls ...... 36

Property Audit ...... 39

The Audit Checklist ...... 41 Vacation Rental For Profit: Guide To Property Management

About the Author

Heather Bayer has owned and rented out seven vacation homes and currently and successfully rents Osprey Cottage and Kingfisher Cottage, both three bedroom waterfront homes in Ontario, Canada. As well as these two she is the CEO of CottageLINK Rental Management, one of Ontario's leading rental agencies renting over 200 properties for other owners.

She is also the author of “Renting Your Vacation Home for Profit” published by Self- Counsel Press is known widely as the co-owner of the web site Cottageblogger.com or ‘cottageguru’, her Twitter name.

Heather is regularly quoted in rental-related articles in national and international press and has been featured in Cottage Life magazine, The Toronto Star, Globe and Mail, Ottawa Citizen, on CTV Breakfast Television, CHEX TV, Forbes online magazine, Fox Business News, MS Network and numerous other internet articles.

Along with writing frequent articles for Cottageblogger.com and the Voice of the Vacation Rental Success Podcast, Heather is also the Director of Owner Relations at the top-rated listing site, Vacation Home Rentals.

A Note from the Author

When I first got into the vacation rental industry in the 1990’s it was markedly different to what we see today. I remember going to rental cottages in the UK and being completely tolerant of the thin sheets, dust bunnies under the beds and the long lists of rules and instructions. As a family, we’d been campers for many years but too many holidays spent in a dripping wet tent looking out over cloud covered Welsh mountains prompted the move to a solid roof. It was bliss and as long as the rain wasn’t coming in, we were as happy as we could be.

I probably adopted the same principles in my first rental property and freely admit it was the place that stuff from my house I had no more use for, went to die. I’m not much of a hoarder but have always hated throwing things out, so what better final resting place for unwanted ornaments, old mattresses and linens, and an assortment of unmatched mugs, plates and casserole dishes. And yes, there was probably a rusty cheese grater and a complete set of useless unsharpened knives. As Dr Phil might say, ‘What were you thinking’?

It was easy then. High demand and not a lot of choice created a market that didn’t require a great deal of attention or work. Even in an era before on-line marketing, where all advertising was done in print in classified ads, there was no shortage of people who wanted to rent, and were willing to pay a decent amount for the privilege of private space in beautiful surroundings. There was no Home Away or Airbnb offering a multitude of choices and the concept of social media sharing was but a glimmer in a nerdy eye.

Moving on fifteen or so years, the change is not so much dramatic as steady and consistent, and successful owners know they must compete on a much larger playing field to attract an increasingly demanding market. Today’s guests want a lot more and they want the whole process to be effortless.

It’s no longer sufficient to wow guests with a well chosen gift and an origami swan towel.

The moment something goes wrong, they want it dealt with immediately. They won’t tolerate:

• Anything less than ‘spotless’ inside and out

• A maintenance call going to voice mail so they have no idea when it will be dealt with

• Any delay in getting something fixed

• Not being kept informed about progress on a promised repair

I vacation in several rentals every year and it’s usual for something to go wrong.

In Maui the internet stopped working which was a big deal as I was working on a major contract agreement back in the home office. It was imperative we had a connection. Fortunately we were in a condo complex that had a central hotspot but it wasn’t ideal with a five hour time difference. The Wifi did not get fixed while we were there and it was a constant irritation. The location was fabulous but I remember it for the wrong reasons. Score: B

The following year in our Costa Rica villa there was a leak under the sink so we had to keep emptying a bucket every time waste water drained into it. The caretaker advised us of this on the day we arrived letting us know there would be someone there the following day to fix it. The next morning he called to say the repair guy would be there in the afternoon at 2pm. He turned up on time, fixed the leak, cleaned up and departed. An hour later the caretaker called again to check it had been done and that we were happy with the outcome. Score A+

Arriving at a property in Quebec in mid winter, the code we had been given for the door did not work. A call to the rental agency after hours was directed to an emergency

number where we spoke to a real person (not voice mail) who was able to give us an alternative code. He waited on the phone until we had got inside the property. Score: A for the agency, C- for the incorrect code being input in the first place.

The water pump failed in our Bahamas villa and a call to the maintenance person went unanswered – no voice mail. It was 4 hours before someone got back to us and another 5 hours before we had the water supply restored.

When there’s no running water for flushing toilets, and there’s 4 adults and an 18 mth old, it felt like a long time. A fabulous place with absolutely everything else faultless, but let down by one small thing – the caretaker had not loaded any credit onto his cell phone. The property itself and the stay was graded excellent but this was a major fail that could have contributed to a negative review. Score B-

There is a new concept in the customer service called the Effortless Experience. Not only do your guests want their vacation home to be as described and to meet all of their expectations, but if anything should go wrong during their stay, it has to be handled in a way that requires no effort on their behalf.

The caretaker in Costa Rica said to us:

“Think about this – Our guests have worked at least a month for every day they get to spend on vacation. For something to go wrong and us not to deal with it immediately, in a way that allows them to continue their vacation uninterrupted, would be depriving them of that hard-earned time. Property managers take that responsibility – they must be aware 100% of the time of the impact of delays, lack of attention to detail and failure to replace, repair or maintain effectively. What we do, or fail to do, can make or break a vacation rental experience” Heather Bayer

What is Property Management?

Rental Agencies vs Property Management Companies

Isn’t a rental agency the same as a property management company?

Not necessarily. They could offer similar services but it’s worthwhile checking this out at the beginning of your research. Don’t assume the property management element is covered by the rental agency who are marketing and managing your reservations.

A rental agency typically does all the marketing, manages the bookings, collects funds and holds them in a trust fund until they are dispersed to owners on, or shortly after check-in. They may offer cleaning, maintenance and changeover services for an additional fee – often a monthly fee in addition to commission on each rental.

A property management company may offer all of the above, or may simply provide the cleaning, maintenance and changeover services and do not do bookings. If you plan to market and manage your own property, then a PM will work with you to be your eyes and ears on the ground and to represent you in the location.

Condo and town house communities may offer ‘in-house’ services which can be very convenient as there are maintenance and cleaning staff onsite and available 24/7 to deal with emergencies and complaints. They may also offer concierge services and will generally have central key pick-up and check-in. Be sure to check their policies on owner bookings if you are planning on doing your own marketing – penalty costs for doing this can be prohibitive.

Off-site management

In areas where there’s a high volume of rental properties, agencies usually provide complete property management services with in-house staff, so it may be a matter of handing over the keys and collecting the rental fees – less commission of course.

If you are working with an agency that does deliver all these services, check what these actually entail. It may be a 15-minute walk round or a complete clean so be aware of the nature of what they are providing – and what you are paying for. Don’t enter into an agreement without being comfortable with the people who will be working in your property and preparing it for your guests.

Even if you have a full-service agency already engaged to manage the property it will be worth your while reading through this eBook as you may find relevant tips to share with your service provider. Keep in mind that the level and standard of service they provide may impact on your occupancy level and overall reviews.

If the rental agency you have chosen does not offer property management services they should have some knowledge of what is available in your area and be able to refer you to a local provider, or at least advise where you should start looking.

The term ‘Property Management’ covers a wide range of tasks and is used in different regions to mean different things.

You’ll find that ‘property management’ is often used interchangeably with ‘rental management’ and covers the booking side of the process. For the purpose of this book we are focusing on the management of the property from the point guests check-in including preparation, maintenance, repair, concierge services and call-out issues.

These are the primary tasks you can expect to be included:

Changeovers – Checking the property after guests have left for possible damage or missing items; ensuring it’s clean and ready for the next guests; replenishing consumables such as paper products, bottled water, condiments etc; changing lockbox codes; minor repairs.

Cleaning – The provision of post rental cleaning is Expert TIP generally regarded as standard in the vacation rental If you want your industry although there are still some areas in the world property managers to where guests are still asked to leave a property ‘as use particular products found’. These often come with lengthy check-out lists that you will need to make include cleaning bathrooms and kitchen floors prior to that clear at the outset and be clear on who departure. The push-back from rental guests will will provide them eventually drive this practice out so all owners need to consider how they will manage between-rental cleaning, as well as the potential for offering mid-week cleaning or weekly + linen change when rented for multiple weeks. In some areas daily maid service is an option.

Linen change – Beds must be made up in preparation for new guests, and sheets, towels etc., laundered between rentals. A service may be offered for mid-rental linen changing.

Exterior maintenance – Lawn mowing and general yard care; checking watercraft and boat safety kits; pool and hot tub maintenance; minor repairs to decks and docks; pest control.

Emergency management – Response to breakdown of essential equipment such as heating and cooling and water supply; creating access to the property if a guest is locked out for any reason; any situation that requires immediate action.

Meeting & Greeting – Some properties have features and facilities that need explaining to ensure understanding of operations – having a person to meet and greet new guests can make the difference between a peaceful week with no maintenance calls, and one where the phone doesn’t stop ringing.

Concierge Services – The provision of on-site services is becoming more common as owners see this as giving Expert TIP them a competitive edge. These could include Where language may be recommending restaurants and making reservations; an issue for your guests, make sure your arranging boat rentals; booking ski lessons or a spot on local contact is fluent a photography course; providing information on hiking in the main languages and biking trails and generally helping out with anything of your guests that may make a guest’s vacation more special. These are the services that really set a vacation rental apart from the norm and encourage repeat guests.

“When we arrived in the Bahamas, we were met at the airport by the caretaker who guided us back to the property. We had previously been in touch with a boat rental operator and asked about options to have a boat delivered. Just as we arrived at the property the caretaker received a call from the rental service, and between them they arranged for an appropriate time for delivery. We had to do nothing.”

Changeover Management

One of the biggest issues that face owners who plan to rent, is how to manage the changeovers. Think about it….if you can’t see yourself making the trip to the property every weekend to check its readiness for the next renters, who is going to do it?

You will need to have someone available to troubleshoot in case of problems. If your property is being left unattended for any length of time, it must be checked regularly to meet insurance requirements. You’ll want some form of security monitoring, and for there to be someone on hand to deal with emergencies.

For many people deciding to rent out for the first time, thinking about changeovers may not rank too highly in their planning. When I first entered the business in Ontario in the 1990s, I met many owners who prepared their cottages at the beginning of the season and didn’t visit again until the end, expecting their rental guests to leave the place clean and tidy for the next group. Coming from another country where ‘self-catering’ had moved from a holiday camp/resort style of accommodation to a more customer-focused individual business, this was a little shocking.

It’s encouraging to note that things are changing, not only here in Ontario, but across the world of vacation rentals, as this choice of vacation becomes increasingly ‘mainstream’. The demand from consumers for boutique hotel-style accommodation is driving professional rental owners to deliver higher standards of accommodation and service, and making the property management aspect of the business of primary importance. With a massive increase in listings as more owners jump on the rental bandwagon, delivering first-class service can create the competitive edge that will increase bookings and repeat rentals.

So, given that a lot of attention needs to be given to the changeover period between guests, how can that be managed?

Will doing it yourself save money?

If you live close enough to your property you could argue that it will save you money to do the job yourself, which may well be true, and that only you – the owner – can appreciate what needs to be done in the way of general maintenance and minor repair. If that’s the case, you’ve got the property management side of the business covered. However, if you are a new owner or have decided for the first time that the rental opportunities are too good to miss, you should weigh up the costs involved in taking on this task against the benefits of peace of mind, and more time for yourself and your family.

Let’s say you have rented 8 weeks of the summer, 2 of those are in two week periods, so you will have 6 changeovers to do; 6 trips up from the city to do the cleaning, check for damage, do any minor maintenance etc. There is a cost here in terms of both your time, and money in traveling expenses. And, of course, remembering that you only have maybe 3-4 hours in which to do all these things before you will have to leave your guests to enjoy your place, while you make the drive back to the city.

Some owners let their properties from Sunday – Saturday, allowing them more time to enjoy their property whilst doing the turnaround. This works, but not from a profitability viewpoint as you will be losing a week’s worth of rental every 6 weeks. It also means renters feel they have missed out on having a full weekend which may lessen the value they perceive your property to have.

In addition to all this, you are on call throughout the period of the rental, and need to be very well organized if you are to handle the challenges that will undoubtedly occur at some time. Here are some:

• the water pump stops working

• the hot tub clouds up and needs an application of chemicals;

• a storm passes through and you hear from the guests that the roof is leaking, or a falling branch has broken a window.

• An hour after guests arrive on a hot day they report the fridge is not cooling

If you have plenty of free time, are pretty handy and are able to respond immediately to a problem, then this won’t be an issue for you. But, unless you can get to the property within a few hours of an emergency happening, you should seriously consider making a connection with someone who can deal with these issues.

Here are a couple of examples of how a locally based management system could work:

- A barbecue wasn’t working – it was an older model and a part had ﬁnally parted company with the rest of it. The renters had planned on a barbecue meal to celebrate a special event that night.

Resolution: the caretaker drove into the local town and purchased an assembled model and delivered it to the property.

- After a power outage the water pump failed to operate when the power resumed.

Resolution: The property manager called by within half an hour to reset the pump ( a 2 minute job).

- Guests arrived after a long ﬂight that was delayed and then got caught up in trafﬁc. By the time they arrived in the local town nearest to their rental property the store had closed. They have small children and no fresh food.

Resolution: Having already checked on their flight arrival and predicting the delay, the property manager had loaded the fridge with milk, eggs, fresh fruit and bread, and to the guests delight, a 6-pack of beer and a bottle of wine. There were snacks for the kids too. A take-away menu from the nearby pizza delivery place had been left where they could see it, with a note telling them to call him if they had any problems. Needless to say, they were the happiest guests on the planet that day.

Could you do these things if you were managing the place yourself?

Think of the worst case scenario – would you be able to deal with it and respond promptly – i.e. within 2 hours. If you are happy with that, then self-management may be the way to go.

There are several options for management of your property you could consider. Each one has benefits and drawbacks, and it’s important to weigh these up and make a decision based on a set of criteria. These could include:

Cost- what you realistically expect to pay

Confidence – the degree of peace of mind you need, to leave the day-to-day running of your property to someone else

Trust – it’s vitally important that you feel wholly comfortable with the option you choose.

Local knowledge – factor in your own knowledge and expertise and how much you know the trades people in the area of your property.

What stops you from hiring someone?

Many vacation rental owners wouldn’t dream of hiring someone to do their changeovers or maintenance. The most common reasons for this are:

• ‘No-one knows my property like I do’

• ‘How can I trust someone else to check everything is OK and nothing is missing or damaged?’

• ‘I don’t want to have to pay someone for stuff I can do myself’

These reasons are valid. Some properties can have quirky systems that require specialized knowledge to maintain and operate, and a much-loved property can be filled with antiques and items of family value.

You may feel you have all the skills necessary for maintaining and managing the place. However all these objections can be overcome by careful preparation for third-party

property management, selecting the right person for the job, and educating that person thoroughly.

An Owner’s Story

For many years I managed my own properties, and at one time had several, so weekends were pretty much taken up with cleaning, lawn mowing, window washing, linen changing, tub scrubbing and supply checking. As a dyed-in-the-wool micro-manager I couldn’t believe anyone could do as good a job as me, and since I was close to my properties and ‘didn’t have anything else to do on the weekends’ it seemed to be the right way to go. It was stressful though and after a while it began to take its toll, as I arrived at one or other of the properties to find it in a condition that was not acceptable to me. I’d get upset, stressed out and end up ranting about ‘disrespectful renters’, and vow to claim on the damage deposit and never have them back again.

In fact, on most occasions, the guests might have transgressed minimally; left a sink full of dishes; put pots and pans back in the wrong cupboards or left bedding bundled on the bedroom floors rather than placed in the laundry room. After a while I realized my tolerance level was going down and what were really minor issues were taking on larger proportions than were warranted. I began to dread the weekend changeover, even though I knew whatever condition the place was in, I could still get it done in 4 hours. In fact, most changeovers were so easy, there was always time to spare to get some larger jobs done, like cleaning out cupboards or minor repairs on a boat.

When I got a flyer in the mail from a local cleaning and maintenance company just setting up in the area I decided to give it a trial, and see if I could cope with someone else doing the changeovers. To cut a long story short, we have never looked back, and the day I took my new caretakers down to look at Osprey Cottage and talked them through what I wanted, was the last day I spent on changeovers. If there is a real problem – and I mean something that will take more than 4 hours to deal with – they let me know. Otherwise I am none the wiser as to the condition of the property after my guests leave. We provide a full cleaning service as a standard part of the rental rate and raised the rates to cover it; the caretaking company have a steady 4-hour contract for every Saturday, and also do a complete day-long clean in fall and spring. It’s an all-round win win situation.

What are the options?

Apart from doing it yourself there are three options for your property management:

• A neighbour or a friend

• Local handyman or contractor

• Established property management company

Let’s take each of these options in turn and consider which one might work best for you.

Ask a Neighbour

Let’s say there are neighbours who live in your community year round; they are a helpful and friendly bunch and one or two have already mentioned they would be happy to ‘watch out’ for your property while you are not there. Sounds good? Well, this could be a great option given that your neighbour is familiar with the area and knows all the local contractors and service providers. He’s also willing to do the job for ‘a few beers’ so although you plan on paying him, it looks like the cost could be minimal.

This can work but there is a real potential for dispute if you are not clear what you expect them to do. Neighbours may not be willing to ‘be on call’; their enthusiasm can wane quickly, and you really need to consider how your friendship could be affected if it doesn’t work out as you expect.

An agency was concerned about complaints they were receiving from renters about the cleanliness of a property. The owners’ neighbour was conducting the changeover at the end of each rental but was not carrying out all the tasks required to ready it for the next rental group. On a couple of occasions, he had forgotten to even check the property between renters saying, ‘Something else came up that I had to take care of”.

If this had been a business arrangement it would have been fairly straightforward to deal with, but because the owner had only an informal and verbal agreement over the tasks that should be undertaken, it was difficult for him to manage a working relationship with his neighbour.

If you want to maintain a friendship, either have a written agreement or don’t go down this route.

Don’t forget liability insurance

It is unlikely that a neighbour/friend will carry liability insurance so it would be wise to check with your insurance broker before you begin to make payments for work being undertaken in your property. Consider the worst case scenario – your neighbour slips on your deck steps while they are at your property doing a changeover and subsequently launches a lawsuit against you for the injuries sustained through your ‘negligence’. Although your rental insurance may cover a claim by a guest, it may not be sufficient to keep you safe from litigation by someone you have paid to work at your property.

Local handyman or contractor

Rather than approaching a neighbour, you might have people in your area who advertise basic handyman skills. We often find these are retirees – often local property owners – who like to do odd jobs to generate some additional income. In many cases, once you start talking about the tasks that need doing, you may get an enthusiastic response from a couple who will work together as caretakers for you.

This is just a step-up from hiring your neighbour – the difference is they are already looking for this type of work and you’re in a great position to create a long-standing relationship and provide them with consistent work over a period of time. I talk to many owners whose property is in the very good hands of local caretakers and they are extremely satisfied with the arrangement. However, as in the comments above, check they carry appropriate liability insurance.

The drawbacks of using independent self-employed contractors are that they may be unreliable if they take on too much and begin to juggle the demands of several clients.

Be clear about your requirements too. If you want them to be put on the list of contacts in your property manual, make sure they know they may be called in an emergency and are aware of how you want them to respond. Do you want to give their number to rental guests or your agency? How will they feel being called at night because guests can’t change channels on the TV or get the microwave to work?

Property Management company

A pricier but more professional approach would be to find a dedicated property management company. There are more of these in the popular vacation rental areas as they know there is a captive audience. Check your local Chamber of Commerce; realty offices, and library notice boards for information. If you know of neighbours who rent out as well, you could ask them who they use.

What you are paying for are skilled workers experienced in all aspects of vacation rental management who are likely to be fully bonded and insured. What you will have (hopefully) is a professional service that gives you confidence in their ability to manage your changeovers and deal with any emergency that might arise.

You may have to buy in to a package or menu of services that has a price for each element so be very clear as to what is required.

There are some drawbacks as working with a larger company may not give you the personal relationship you would have with an individual or couple who may be more dedicated to looking after your property.

Summary of Property Management Options

ADVANTAGES DISADVANTAGES Yourself • You know your property • Time consuming

• Only cost is in traveling and • Traveling costs me

Neighbours • Know you and your property • Can aﬀect friendship

• Familiar with the area • May not be willing to ‘be on call’ • Helpful and friendly • Enthusiasm may wane • Low cost quickly

• May not be adequately insured

Local handyman • More businesslike foong • Potenally unreliable

• Has skills to take on • May take on too much maintenance

• Will have local contacts

Property • Have skilled workers • Higher cost Management experienced in all aspects of Company coage management • May not know the area as well • Professional service • Potenally inﬂexible • Create conﬁdence

• Will oﬀer contract-based work – more reliable

Preparing for third-party management

Before you start looking for someone to take on the property management tasks, decide on all the things you would like them to do. Make a list and allocate a reasonable time you believe it will take to do each task.

You’ll be more likely to find someone if you can offer them several hours work rather than asking for someone to ‘pop in’ and do a quick half-hour check, which may not be worth their while. Here’s one owner’s experience:

“We originally wanted a caretaker to do a quick changeover – perhaps an hour at the most, because we ask our guests to leave the place in the same condition as they find it. This worked OK until the first time a group of guests left the place in a bit of a mess. The caretaker called us to tell us but also to say she was not able to do much about it as she had several other changeovers to do on the same day. Fortunately, it was some repeat guests going in, and they were very understanding, accepting a partial refund for their inconvenience in having to make up beds and empty the dishwasher.

After that we changed our policy and employed a caretaking team who came in for four hours each week, did a complete clean and the laundry, the lawns and all exterior work. We upped the rental rate to cover the cleaning fee, and ended up with happier guests, because they didn’t have to clean before they left.

At times they don’t need the complete 4 hours to do a changeover, so have a list of maintenance tasks to occupy any remaining time. This could be doing the windows; cleaning all the ceiling fans; emptying and tidying kitchen cabinets etc.”

This case study may come as a surprise for owners whose property is in an area where a cleaning service is either a mandatory purchase or is included in the rental rate. In many rural areas it has been common practice for guests to be required to clean the property thoroughly prior to their departure, so only a quick check is needed before the next guests arrive.

Whoever you choose, your most important task is to brief the staff thoroughly on what you want done. Be as comprehensive and detailed as you can, otherwise you may find something important has been missed.

Things you might do without thinking like removing lint from the dryer filter or checking all drawers and under beds for left items need to be mentioned. Schedule at least an hour to go through each room to familiarize them with the layout and arrangement of the property. Don’t forget the outside. Checking that there is plenty of barbecue propane, that the oars and paddles for the boats are in the right place, and that outdoor furniture is clean, are all additional tasks that need to be carried out.

Finally, prepare a folder that contains the following:

• A changeover checklist that gives room-by-room instruction. Have check boxes for weekly, monthly and quarterly tasks

• Restocking list that includes all the items that may need to be replenished or replaced for the start of the next rental – this should include paper products, cleaning supplies, tourist information, firewood etc.

• A series of photographs showing the property as it should be at the start of each rental. These are helpful when renters may have rearranged furniture.

• Copies of your renter check-in/out documents and survey sheets that will be left for the next group of guests.

Lay out the ground rules

Taking time to train a property manager or cleaner is well worth the effort. Unless the company/team is already handling other vacation rental properties, they may not understand the wide variations possible in a newly vacated property. If you don’t lay out ground rules you may get phone calls letting you know what ‘a mess they left’, or giving details of every infraction they perceive your guests committed. Your PM may be unsure of how much you want to know or hear about, so it’s important you sit him/her down and be clear on your expectations.

Here are some suggestions on setting out your primary goals for a changeover and what you could say to your new caretaker/cleaner:

• We are not in the ‘rental’ business – we are in the hospitality and tourism industry. This means we have to be aware at all times that these are guests and we do not refer to them as ‘renters’. They must be respected as any guest in a hotel or resort would be. While most will keep the house tidy and clean during

their stay, some will not and it may be more challenging to bring it back to a ready condition. On the whole you will find it balances out and the good generally outweigh the bad.

• Unless the property is left in an extremely poor state that requires you to do extra work to bring it back to a rental-ready condition, you do not need to let me know. One of the reasons to hire a property manager is to reduce stress so it’s unnecessary to tell me your thoughts on the character of the departing guests.

• Our guests pay well to rent the property so they deserve your attention to detail. They will open every cupboard and drawer and will notice anything that is neglected on a changeover. If a previous guest has inadvertently left something in a bedside drawer or under the bed you can be assured that the next clients will find it.

• When guests are on vacation they are not as concerned over attention to detail as I want you to be. They may put an unwashed coffee mug back in a cupboard, or pile clean towels on top of used ones. They won’t be thinking about the consequences for the next guests if this goes unnoticed. Everything on the checklist needs to be checked on every changeover – no exceptions.

• Doing a changeover on a rental property is not the same as cleaning a home for the homeowner who can pre-brief you on what needs to be done. Guests who have just left may have had little time to tidy up before they depart.

• Our guests are valued because they pay for your services. Even if their standards don’t match up to mine or yours, we don’t judge them in any way – we may simply choose not to accept their rental fees a second time.

• We are in the business of hospitality as we serve the traveling public. We want to be seen as great hosts, so first impressions are of vital importance. Take some time before you leave the property after a changeover and walk in as you would if you were a new guest. Does it feel welcoming? Is there a fresh smell? If you had just arrived on vacation, what is the first thing you notice? Is there anything you could do to make it more perfect?

• We cannot be there to make sure everything is in place and working correctly for the next guests. If it is not, they will complain and may leave a negative review which will impact the potential for more bookings. If you see anything you feel needs to be repaired, changed or upgraded, please let us know. Over the course of a season there is a lot of wear and tear in a property and it’s better to resolve issues as we go along rather than waiting until the end to fix things.

• A digital camera is essential, just in case there’s been any damage or the place was left in a mess. Photos are indisputable proof, particularly if they are time stamped on the day of the guests’ departure. If your caretaker doesn’t have a camera and the means to download photos and email them to you, they are inexpensive enough to provide one, then just show them how to remove the card and mail it to you.

Caretaker supplies and restocking items

There are going to be a number of items that needs checking and restocking on each changeover and different ways to handle the supplies issue. If you have a secure storage area in the property, you can keep that stocked with all the items your cleaning team will need and provide them with a key. You should have plentiful supplies of the following:

• Cleaning items – you will need to leave cleaning supplies for your guests to use, even if you are offering a complete cleaning service. These include:

o Dishwasher tabs

o Dish soap

o Laundry detergent and fabric softener

o All-purpose cleaner

o Toilet bowl cleaner

o Furniture polish

o Glass cleaner

o Various cleaning cloths/dusters

• Paper products:

o Toilet paper

o Kitchen towel

o Coffee filters

• Other Consumables:

o Hand soap

o Coffee, tea and sugar

o Herb & spice top-ups

o Garbage bags

o Foil, cling film and parchment paper

• Replacement tourist information, leaflets & brochures

• Fresh linens and towels. There may not always be sufficient time to get several loads of laundry done in the short span of time a changeover offers. A simpler option is to have two sets so that a quick change can be done.

TIP: Buy a laundry basket or tote for each bedroom and label it. Keep the linens for that bedroom in their separate container so they don’t get mixed up. Put up shelves in laundry room to keep the baskets neat and tidy.

Handling laundry

How laundry is dealt with will depend on your property water systems, the proximity of a Laundromat and the arrangement you have with your changeover provider. It is not reasonable to ask rental guests to get all the linens washed before they depart although it’s fine to ask them to start a wash cycle before they leave. However, don’t encourage this if your water supply isn’t robust enough to handle several loads since well-meaning guests can drain a well if they are eager to get it all done for you.

Discuss options with your caretakers so they know what is expected of them. They may opt to take the laundry home with them or take it to a local Laundromat so you will need to factor in the costs involved in either option. Whichever is decided on, providing additional sets of linens for each bed makes it all simpler and less of a time constraint.

You can ask guests to strip off beds before they leave, but those who are more used to hotels and resorts may find this an odd request. Simply asking them to fold back the linens on the used beds so you know which have been slept in, should be enough.

Exterior Maintenance

Rental guests are observant and there is no reason for them not to be. They will be out on the deck or dock and will naturally look around and notice things like cobweb strewn siding. Of course spiders weave webs in the short hours between changeovers occurring and this is not a big issue – what does bother guests is external areas that look as though they have not been maintained in a long time.

Look out for mildewed and bug-stained siding, rotting window frames, grass growing up between patio slabs, weeds in flower beds etc. In fact, the exterior will get as much attention as the interior and unless it is pristinely maintained, complaints will flow.

I’ve visited properties where the space underneath the deck is piled with wood off cuts, old patio furniture, broken metal chairs and other discarded items that should have been disposed of long ago. If you need a better reason than appearance to remove the old stuff, think no further than the liability you take on when you rent the property. Could a child crawl under a deck and hurt herself on an old deck board with nails sticking out? Is there any broken glass or splintered wood? It’s important to start out each season with a cleaned-up exterior and make it a part of a routine changeover to check for any areas that require a little extra attention.

Patio Furniture

Outside furniture must be clean and free of mildew and stains. There is a range of inexpensive outdoor furniture available in the big box stores each year, but take care to check the durability. Avoid chairs with pads that cannot be changed or laundered as they will get stained quickly with suntan lotion over the course of a summer.

Dealing with Garbage

Your vacation rental guests will create lots of garbage and they don’t want any hassle disposing of it. After all, the vacation rental industry goes to great lengths to persuade potential vacationers that this is better than a hotel or resort, but have you ever been to one of those and had to take your garbage home with you? Very unlikely. Nor would you expect to arrive at a resort or hotel to find bags of rubbish left behind by previous guests and be asked to put them out on garbage day. Yet, I still hear from guests that the owners of their rental homes have failed to make it clear how their domestic waste should be handled.

These are a few things to remember:

• Incoming guests should never inherit the garbage left behind by a departing guest. They shouldn’t be asked or expected to put this out for collection so think of another solution before you get that call on arrival day to complain about stinky bags in the garage or shed.

• Guests will generate more garbage per person than an owner. This is because guests purchase their needs only for the period of their stay – they don’t have the luxury of storing goods at the property between stays. They may need to purchase stock items and condiments that are normally only occasional purchases.

• Vacations are a time when people relax their diets a little, so there is more packaging material around what we might call “junk” food.

• Often, the property will be full to capacity in terms of number of people. If the vacation home can accommodate 10 people but the owners habitually only have 5 or 6 people in residence, they may not have in place the proper receptacles or roadside bins to handle guests garbage.

• Recycling rules vary greatly from place to place. It is vital to leave separation instructions that are readily apparent and easy to follow – otherwise, guests will simply assume that the procedures are the same as in their own town…which may result in their blue box being refused entirely by sanitation workers, who often adopt a zero-tolerance policy.

The Cost of Care and Maintenance

The rate will depend on the amount of time the caretaker will be present at the property, together with the distance they travel. Be fair with this. If he or she needs an hour or more to make a round trip to your property and you allow 2 hours for the changeover, they will only have time to do one per day, unless they manage other cottages in the vicinity.

Offering too small an amount may not be enough to encourage them to take the job. Take into account any outdoor maintenance that is required – lawn mowing, raking, weeding etc.

Here’s some examples:

• An owner pays a local cleaner $60 for a changeover in her 700sq ft cottage for which she charges $950 per week.

• At a $3000 per week property, the owner pays his caretaker $200 for a changeover in his 5 bedroom property. The cost is included in his rental rate.

• Changeover at a 3-bedroom property costs the owner $80 for the service provided by a local resort owner. Lawn and yard maintenance is done by a property management company at $75 per visit. This cottage rents for $1500 per week. The cleaning service is charged out at $125 to the guests in addition to the rental rate.

• A property manager charges a monthly retainer of $600 that includes up to 3 changeovers, weekly yard maintenance and 2 emergency callouts per month. An additional hourly rate is agreed for extra work.

Using a percentage of the rental rate may be useful yardstick. 7% seems to be a reasonable level to work at, however it really depends on where the property is, how far someone will have to travel to carry out the changeover, and the scarcity of suitable caretakers in your area.

There really is no hard and fast rule on how to cost this out. The best way is to research what other owners are paying, what they are getting for the rate, and how it is managed. Don’t try and cut corners on property management costs as you will get what you pay for.

Your Guests – Making your Expectations Clear

Whatever you decide to do in terms of getting the property managed, you need to ensure your guests know what is expected of them. Never assume they will know what to do – it is entirely your responsibility to inform them:

• How to leave the property on departure

• How to manage garbage and recycling

• Who to contact in case of an emergency

• How to report any breakdown of equipment

• What to do in case of spillage or damage

Giving clear instructions on all of these issues will ease the property management burden on your stress levels and your wallet.

There should be a clause in your Terms and Conditions of Rental that describes your guests’ responsibilities at the conclusion of their stay. This ensures they have full knowledge of these before confirming their booking since signing a rental agreement.

‘As Found’ or Full Cleaning Provided

In many vacation rental areas where cleaning services may be challenging to find, asking rental clients to leave the property in an ‘as found’ condition has been the norm.

However, as guest expectations continue to rise, more and more rental clients are expressing the need for cleaning to be provided as standard. After all, who really wants to spend the last morning of their vacation cleaning bathrooms and toilets, and washing floors? Considering that checkout is usually before 11am, it can be a tall order to get a large family organized for departure, pack everything up AND do a thorough clean. Most guests are more than willing to pay an additional cleaning fee to have this done for them.

Also remember that standards vary dramatically. What one family might consider to be leaving a property ‘as found’ could be vastly different from your own views of the checkout condition you expect. It’s not unusual to have a strong emotional response when you arrive to find your lovely vacation home has been left in disarray, even if a

cleaning service is provided. That personal connection makes it difficult to stay detached and accept that it’s only on the surface and can be cleaned up relatively quickly. If this is your natural reaction you should seriously consider hiring a third-party to do the changeovers

Since the property will be checked between rentals – it is not acceptable to allow new guests to arrive without a check being made – consider making a cleaning service at least optional, if you don’t want to include it as standard. Many owners have found that giving guests a choice of doing their own check out cleaning, or leaving a cash amount to have a service take care of this for them, works very well. Include a clear section in your Welcome Book that describes the options and how much notice you need.

Here’s an example:

Cleaning Up

For high season summer rentals between the last week in June and Labour Day the rental rate includes a cleaning service. However, you will still be expected to leave the cottage in a tidy condition with all indoor and outdoor furniture and watercraft returned to their original location; beds stripped and all kitchen counters cleared with the dishwasher loaded and all garbage removed from the property. It would also be appreciated if a laundry cycle was started to help the changeover team.

For all rentals outside the high season defined above, a cleaning service is available on request at a charge of C$150; cash should be left on departure. We require at least 5-days’ notice to arrange for cleaning to be done – unfortunately we cannot provide this service if it has not been booked in advance.

For guests not requiring a cleaning service outside the high season period, it is a condition of the rental agreement that you will leave the cottage in the same clean and tidy state as you found it. You will find a pre-departure cleaning checklist attached to the cottage guide and you will find plenty of cleaning supplies provided. The Owner will inspect the cottage at the end of the rental and if there is additional cleaning required, this will be charged against your damage deposit.

Departure Checklist

A comprehensive departure checklist is vital or you may find your guests will just walk out and do nothing and you’ll end up with a sink full of dishes and 10 bags of stinky garbage. If you want guests to leave the place ‘as found’ then you will need to remind them what it was like when they walked in a week ago, as it’s unlikely they will remember.

Your cleaning list should be easy to follow and set out with check boxes they can tick when each task has been completed. It should not be a ‘spring cleaning’ list so don’t ask guests to clean windows, vacuum under beds, wash walls or empty out and clean cupboards (we have seen this and it’s not appropriate!).

If you supply a cleaning service then your checkout list will be fairly short but explicitly detail how you want the interior and exterior left. Let guests know what you want them to do with bed sheets and towels; be specific with recycling instructions, and include clear directions on garbage disposal.

Include instructions on how you want exterior items dealt with such as :

• Lower patio umbrella

• Place lifejackets back on hooks in store cupboard

• Ensure propane tank is turned off and empty tanks are left outside the storage shed

Cleaning Supplies For Your Guests

Regardless of whether a cleaning service is offered or not, it’s important to provide a range of cleaning supplies, particularly if you want to avoid products containing bleach or other septic-damaging constituents. Provide a good vacuum cleaner with plenty of replacement bags (if required), and make sure it is emptied and cleaned out on each changeover. Don’t forget a broom, dustpan and brush, dust rags, and other cleaning cloths. No-one is going to complain if you leave too much in the way of cleaning equipment!

How to avoid service calls

The best rental guests are those that arrive after check in time, enjoy their vacation, write wonderful comments in your guest book, depart before check out time leaving the property in great condition, and recommend you to their friends. Perfect guests like these are not hard to find if you make the whole process easy for them. Good pre- arrival information, a comprehensive Welcome Book, and a clear check-out list will go a long way to achieve this, however it’s easy to be caught out by the lack of something your guests need, or a minor breakdown that could be resolved with some forward planning.

Being prepared for all eventualities benefits everyone; your guests are able to manage minor issues themselves, and you sidestep the potential for being called out to deal with something simple, possibly in the middle of the night.

Here’s a few things you can do to avoid call-outs.

Propane

Always have a propane tank on the BBQ and a full spare so even if they run out on the first night, there is a replacement to ensure the start-of-vacation grill goes ahead as planned.

Fuses and access to breaker panel

If the power goes out there’s a good chance your guests may need to reset a breaker at some point and if your electrical system is an older one, you should consider providing spare fuses together with instructions on how to replace them.

Spare keys

Guests lock themselves out frequently, so having a spare key in a hidden location outside the property can be a helpful resource. For security reasons you will want to change the location of the hidden key regularly so you may not want to publish its whereabouts in your Welcome Book. You could write the location on a blank fridge magnet or chalk board each week – just make sure the instructions match each new location.

Emergency hot tub chemicals

Your hot tub maintenance regime may keep quality of the water optimum with normal activity, but occasionally a tub will be subject to heavy and frequent use, and may need adjustment more often than your schedule allows. Leaving guests with a supply of spa shock and instructions to apply at the end of each day may be sufficient to prevent a call-out. Of course, a well-written and clear guide to hot tub use is important to prevent the overuse in the first place.

Light bulbs

Yes, we have heard of owners being called out to replace light bulbs. The best way to avoid complaints about burnt out bulbs is by checking every bulb on each changeover, and providing replacements for every type of bulb you have in the property.

Hair dryer

Pop an inexpensive hair dryer in each bathroom and you will meet the requirements of guests who are used to staying in hotels and expect dryers to be supplied as standard equipment. It’s also a nice idea to include a power adapter so guests bringing their own appliances can convert to your voltage easily.

Iron and ironing boards

Personally, I have never used an iron on vacation but that is just a matter of principle to me. Many guests do like to have the facility available, and since vacation rentals are becoming the accommodation of choice for many wedding parties and guests, it could also be considered as standard supply.

Cleaning supplies

Even if your guests have paid for a cleaning service at the end of their stay, they may still want to keep the place neat and tidy during the time they are there. Give them the means to do so or you will get a phone call asking where the vacuum cleaner bags are or the floor mop. If you have self-confessed ‘clean freaks’ they will not hesitate to tell you if you fall short on cleaning supplies.

Not providing essentials is likely to trigger service calls of one sort or another so ensuring the property is fully equipped with emergency supplies will reduce the likelihood of those pesky call-outs. Of course every owner will run across needy and demanding guests at some time, and will have to deal with their laundry list of niggles and minor issues, but if every preventative effort has been made, they will be few and far between.

Property Audit

Carrying out a thorough property audit before you start renting, and then annually thereafter can unearth all sorts of deficiencies that you might not have thought of, and indeed may not feel are worth worrying about, either in terms of cost or time and effort. Remember that this is supposed to be a hyper-critical exercise so it’s probably best not to do it on a lovely warm day when the sun is sparkling on the water, the happy sound of children playing fills the air, and the barbecue is sending out wafts of mouth-watering aromas. Instead, carry out a systematic analysis on a cool, cloudy day, when your judgement won’t be distorted or swayed by the beauty of the surroundings.

When completing the thorough audit of your vacation home it helps if you disassociate yourself from being the property owner and put yourself in the role of a hyper-critical guest arriving at the cottage for the first time. Tour the property with notepad in hand, be ultra-critical and just imagine yourself as a Bree Van De Kamp (of Desperate Housewives fame), checking every corner, drawer, window frame and toilet bowl with a perfectionist’s eye. When you have guests paying a substantial rate to stay, they deserve to be treated in a respectful way. That means a pristine presentation, even in an older property.

In addition, you can guarantee that renters will explore your property, inside and out. They will open all drawers and cupboards that are not locked or sealed. They will look under beds and behind furniture. They’ll read anything you have left – except (possibly) the Welcome Book! By the time your guests have been in residence for a week, they will have missed nothing.

This isn’t intended to dissuade you from renting your property; it is a simple truth that we are a curious species and put in a new place, we generally want to check out the

territory, establish our boundaries and mark it as our own – even for a temporary period.

In general, everything is likely to be returned to its rightful state by the time you arrive to do your check and changeover so you may never know. But, given the strong likelihood that no nook has been left unexplored, and no cranny has escaped investigation, it really is worth making absolutely sure your guests won't find anything you would not wish to find yourself.

Doing an audit at the start of the rental season may uncover a few things that are certain to be spotted by your eagle-eyed guests.

On the following page is an audit checklist that will help ensure you miss nothing.

The Audit Checklist

Exterior

Arrive at the property as if you Look at the property critically were a guest for the first time. from the outside. Do you need to What is the first thing you notice? power wash the siding? Are the How inviting does it look? Think windows clean? Would the of two things you could do to frames benefit from repainting? make it look more attractive. Do Does the barbecue need to be an initial walk-round. Are there replaced? Is it clean and any areas where you store things functioning correctly? Have you that are unsightly or need provided a brush to allow your cleaning up? Does the siding guests to clean it? need cleaning?

Is the approach clear of debris, Check all patio and outdoor leaves and fallen branches? furniture and dispose of stained, What could you do to improve the mildewed and broken chairs. approach to the cottage? A new Check umbrella - is it clean and sign with the property name? free of mildew and stains. Do the Hanging baskets or flower tubs same for tables. outside the door? Are your boats/kayak/canoe/ Is the exterior neat and tidy? Are paddleboat in good condition with tables/chairs stacked or laid out no leaks or weak spots? Are oars neatly? Are items stored in an and paddles in good condition? unsightly way under the deck? Do you have a complete safety kit for each boat? Are lifejackets/ Is the waterfront clean and clear PFDs approved and functional? of clutter - is the dock in good condition - are there any areas Are there any materials or items that need repair? Do you have a stored outside that could pose a lockable storage shed where you safety risk for children? For can store items you don’t want example, rat or mouse poison, your guests to find or use? If fertilizer, paints, flammable liquids there is anything you don’t want etc. touched or used, then make sure it is out of sight, or clearly marked ‘Not for Use by Rental Guests’.

Are decks and docks free of rotten wood and exposed nails and screws? Replace and repair as required.

Interior

Enter the property as if for the Do you have a good range of first time. What is your first small appliances such as a impression? What does it smell blender, food processor, waffle like? Does it feel damp or smell maker. musty? Walk through each room and record your impression in a note book. Then do a more Do you have sufficient plastic thorough and methodical search plates, cutlery and glassware for checking all appliances for outdoor use? cleanliness; carpets and rugs for stains and wear; drawers and Are your cooking pans and cupboards for mess and clutter; utensils in good condition? Is bathrooms for lime deposits and there a large pot for boiling corn hard floor cleanliness; window or cooking pasta? Do you have a frames for bugs and dirt. slow cooker (often asked for)?

How does the lighting affect the Bedrooms: Are the mattresses ambience? After dark, does the comfortable - not too soft and not place feel welcoming and cozy, or too hard? Are they clean and free dark and gloomy? Is there of mildew and damp smells? sufficient lighting in living rooms Check for evidence of bed bug and bedrooms for reading? activity.

Are children's toys, games and Do the bedrooms look attractive? books generally clean and in Are comforters or bed covers good condition? If you have any clean and fresh? Check all toys or games you don’t want pillows for stains - replace if used, remove them. Buy a necessary. Check the mattress lockable chest or cupboard to put covers too and replace any that in the basement or storeroom are stained or worn. If you supply and clearly mark it ‘Owner’s linens, consider buying new sets Cupboard’, or something similar. for the new season. Check all board games and packs of cards to ensure they are Move the beds and check complete. Plan to purchase one underneath. You may find more new board game each season. than dust bunnies! Vacuum thoroughly. Do you have sufficient plates, cutlery and glassware for the maximum number of people you will accommodate, and do you have spares? Do you supply serving dishes, casserole dishes, pie plates, mixing bowls etc.

© Cottageblogger.com 2014 42 Check all your cleaning supplies. Your guests won’t clean unless you provide the supplies and equipment for them to do it. Restock with paper products – toilet paper, kitchen towel, coffee filters; laundry detergents; bathroom and kitchen cleaning products, and furniture polish.

Check your Welcome Book. This should be a neat, typed document that is easy to read and presented in a friendly tone. Is it up-to-date? Are the contact telephone numbers still correct? Have you bought any new appliances or equipment that may need explanatory notes in the guide? Is the Guide dog- eared, grease stained or otherwise unsightly? Do you need to buy a new binder or Guide cover?

Renew your tourist information. This is all free from your local tourist office. The only thing you may need to buy is a map of the local area, and make sure you label it with your name and a request to leave it behind when your guests depart.

Make sure you have working smoke alarms on each level of the property, a carbon-monoxide detector outside the sleeping area and a fire extinguisher at the exit for the kitchen.