Seattle Seahwaks Berzerk - Lodging Newsletter January 27th, 2014

By William May
Published: 01/27/14 Topics: Lodging Newsletter Comments: 0

Even if you are not a fan, I must tell you that Seattle has gone berserk with the Seahawks being in the Superbowl next weekend. The International Boat Show has cancelled a day early, figuring no one would want to be at the boat show that Sunday. A film festival postponed movies. And church services are starting early so parishioners can get home early, albeit for a game that doesn't start until 3:30PM.

But like good troopers, our reservation office will be open as usual. But we won't mind if staff members keep the TV on.

Hey, I need new ideas for this newsletter. I am asking everyone of you to email or call me with one or more questions, ideas or revelations. I am awarding a free car to the first person who respond.

Sincerely,

William May

Vortex Organization

Voice: 866-925-5188 x902

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PERIODIC UPDATES FOR 01/27/14

YELP COME UPANCE: There is a growing backlash against the hundreds of complaint websites that have been created. Yep, for example, gains search engine visibility with each negative ad. And then they strong arm merchants into buying. Check out the article here.

BOARD OF ADVISORS: Did you know we have a board of Advisors who meet to help direct our efforts? They are completely independent and don't hesitate to question, criticize and sometimes compliment. Please read about there.

VOICEMAIL DIRECT: Sometimes I really need to leave people Voicemails but I really don't want to call them late at night. And you might want to call me when its late. No problem. Instead of calling someone's phone extension (such as mine which is 902), you can just add a "1" to that number and the call goes directly to voicemail. For me its 9021. Give it a try.

REMOTE DESKTOP: For over a decade we have been using a program called "Remote Desktop" which allows office staff to logon to our servers to do work. Outside offices, such as Crystal Chalets, can also logon just as if they were in the office. Many of us use it from home and it is really a wonderful tool.

TEAM VIEWER: In recent years we have also been using a fee program called www.LogMeIn.com, setup on everyone's PC, which allows our System Administrator to logon to those computers to fix and update them when necessary. Unfortunately LMI has now decided to charge high fees so our new SysAdmin - Ryan Coley - will be setting up all PC's to use a new software called TeamViewer.com .

Think of Ryan as your personal SysAdmin. Although he works for us part-time, he will be happy to help with your personal computer so everything works well. All of this helps us all communicate and work better together.

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Author: William May – Manager, Vortex VIP
Blog #: 0337 – 01/27/14

Sponsor: Vortex VIP – – VortexVIP.com

Double Duty - Lodging Newsletter January 20th, 2014

By William May
Published: 01/22/14 Topics: Lodging Newsletter Comments: 0

And this week another holiday. Seems like we just got over Christmas/New Years, eh?

Call in your ideas to me today.

Sincerely,

William May

Vortex Organization

Voice: 866-925-5188 x902

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PERIODIC UPDATES FOR 01/20/14

SYSTEM ADMIN: We are happy to report that Ryan Coley has joined us as our System Administrator. He has great experience and lots of energy. His job is to keep all computer servers up and running. That includes websites, email and file servers. Plus he'll tune up work stations, printers and take care of backups and trouble shooting. Give him a call if you need help.

NEWSLETTER: Have you read the newsletter about my surprising trip to the Dollar Store? Click here (You gotta logon):

Bill's Excellent Dollar Store Trip

DOUBLE DUTY: Matt Hart has joined us to help with both accounting and marketing. He is busily revising property owner prospect lists and we will start mailing this week. Managers should expect to get phones calls.

EMMALEE: For weekend support, Emmalee David has joined us and you may already have noticed her

fabulously friend voice and infectious laugh. She is already doing a great job.

VAROOM: Today marks the start of some new marketing for the Varoom program. Please take a look at www.Varoom.biz and the attached sales materials. (These can be downloaded if you logon) A few more pieces to go.

REFUND POLICIES: Do you know when bookings are cancelable? Or when refunds are warranted? That is a trick question. Although we have standard policies, which are very similar to other lodging managers - at each complex, we educate property owners about dealing with consumers and even ask their preferences about policies and refunds.

Don't we all wish there was never an issue, but pretending that any company can satisfy all guests would be foolish. Instead, we just work overtime to keep folks happy. And decided about make-goods, refunds or other arrangements when necessary.

WHO KNEW: If you query Google with the right key words, you can see how guests are teaching each other how to rip off lodging providers. Some guest complaints are legitimate, but be on guard for guys like these.

A kid so proud to steal from a hotel
More Odd Behavior

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Author: William May – Manager, Vortex VIP
Blog #: 0335 – 01/22/14

Sponsor: Vortex VIP – – VortexVIP.com

Slow Snow Fall Back - Lodging Newsletter January 6th, 2014

By William May
Published: 01/06/14 Topics: Lodging Newsletter Comments: 0

We are off and running for the new year.

A tip of the hat to everyone who worked so hard over the Holidays. The good news - its over. The bad news - now we need more properties to manage. Especially during the slow season.

Call in your ideas to me today.

Sincerely,

William May

Vortex Organization

Voice: 866-925-5188 x902

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

PERIODIC UPDATES FOR 01/06/14

SLOW SNOW: Every year skiers wait breathlessly for the snow to fly so they can hustle to the mountain for fun. This year, the snow is later than usual but there is still plenty of time for the white stuff to make it a great year. Cross your tips.

OWNER APPROVALS: To keep properties in great condition, undertaking maintenance and buying replacements is sometimes necessary. Most management contracts specify owners are to be contacted to approve any expense over $500. However, it is best to inform owners early, or before expenditure for anything over $100. If an owner objects, make them aware that keeping everything running well, is simply necessary. Failure to do so will result in guest chargebacks or credits greater than the cost of repairs.

URGENT MATTERS: On the other hand, management contracts also allow managers to spend more than $500 if repairs are urgent or owners are not reachable. But in any case, for any expense over $100 please contact the office first to make sure the owner has funds on account.

FALL BACK: Smoke and Carbon Monoxide detector batteries are to be replaced in Spring and Autumn, when you change your clocks to "Spring Forward and Fall Behind." Owners often forget to do the batteries which can later be annoying to guests when the low-battery alarm goes off in the middle of the night. If you fear any batteries were not replaced this fall, its time to do it now.

MEET THE NEIGHBORS: When attending to properties, if you see neighbors be sure to say hello, introduce yourself and gave them your card. Ask them to call us if they see anything a miss, or anything they don't like. Being proactive is better than having neighbors unhappy.

EYES ON IT: Knowing each market is important, so please keep me posted on "goings on." If you see properties for sale, or competitors making gains or having problems, just let me know.

GUEST COMMENTS: Everyone in the lodging industry sometimes scratch their heads about guest comments. One hotel created a calendar based on odd comments. Its funny, click below.

http://skift.com/2014/01/02/bizarre-comments-from-hotel-guests-inspired-the-standards-2014-calendar/#1

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Author: William May – Manager, Vortex VIP
Blog #: 0332 – 01/06/14

Sponsor: Vortex VIP – – VortexVIP.com

Vacation Rental Security - Lodging Newsletter December 16th, 2013

By William May
Published: 12/18/13 Topics: Lodging Newsletter Comments: 0

Are you in the Holiday Spirit? Please read, study and memorize this email as there will be a pop quiz on Monday.

 

Hey, you haven't sent me any ideas for future topics. Can you do it now?

Sincerely,

William May

Vortex Organization

Voice: 866-925-5188 x902

 

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PERIODIC UPDATES FOR 12/16/13

 

OWNER FAQs: An important update has been made to the flyer "Frequently Asked Questions FAQs" for Owners. Please download and print out copies. Delete all prior copies.

 

- Logging to your website

- Select "Documents" from the menu

- Search by "All" documents and Keyword of "FAQ"

 

SECURITY: Keep in mind that most vacation rental homes (including those that do not rent) are empty many nights per year, so planning security is important for owners and managers. There are many things that can be done to improve security.

 

KEYSAFE CODES - These must be changed periodically and certainly after any guest who departs late or appears to have been a problem of any kind.

 

ELECTRONIC LOCKS - We are evaluating several types of electronic locks so we can recommend the best option. This will allow us to provide a custom code for every guest, keep a log of who came and went and - best yet - prohibit unauthorized early checkins or late checkouts.

 

LIGHTS AND TIMERS - Putting several lamps on a timer is a great way to make a house lived in.

 

DEADBOLTS - All homes should have Deadbolts on all exterior first floor doors, which make it just a bit more difficult for a burglar to break in.

 

DOUBLE SIDED LOCKS - Deadbots can be arranged that use a Key on both sides of the Deadbolt. This is a great idea for primary homes where the owner can leave the interior key in the lock on most occasions, but remove it when away for extended periods. This makes it more difficult for a burglary to dash out the door with loot.

 

WEBCAMS - Some owners have installed Web Cams which are now very inexpensive and do not require a computer, although you must have an internet connection. By law, cameras are only allowed to look away from the building to display outdoor areas. Interior cameras or those that might look in windows are prohibited. The cameras should always be password protected and its coordinates should be given to the central office. We can now make these easily viewable by logging into the unit, complex or destination website.

 

DRIVE BY - It is impractical to check on every house in person every day. However, when you are near to any home, even if it is not scheduled for cleaning, always take a few minutes to drive by the house to insure it is not occupied. In fact, if the houses is rented, its great personal attention to stop, introduce yourself and ask if you can be of any service.

 

CHECK INS - We ask all guests to check-in and check-out by phone (In person if there is a desk) and those are recorded in the computer system. Many guests fail to notify us and, given time, we hope to telephone guests the day after departure if we have not heard from them.

 

CONCLUSION: Recent studies concluded that 80% of perpetrators are intoxicated or high when they commit a burglary. And more than 80% of the time the crook did not "case" the home ahead of time. They usually enter through a back door and depart by the front door. Once they reach the street police have no "Probable Cause" to stop or question them. For vacant vacation homes, unfortunately, that means the odds increase of having a burglary. Encourage owners to take these security steps which will decrease the risk of burglary.

 

KNOWING WHOM: When anyone calls you (guest, owner or vendor), it is important to make sure you know who you are talking to. If you don't recognize the name, ask "May I ask a few questions just to protect your privacy? Then ask several questions to identify the person. The best questions are:

 

- Address, city, state & Zip

- Booking ID if they know it.

 

CAREFUL WITH NAMES: Currently we keep Guest and Owner name and contact information in two places - Goldmine and Samantha - which can lead to problems. Please follow these rules when speaking with people or updating records.

 

- Always ask "May I confirm I have your correct address?"

- Then repeat what you have and ask if it is correct?

- Do the same for address, phone numbers and email address

- If people tell you the name of their spouse or children, enter those too.

- Enter changes to Goldmine AND to Sam.

- If not at a computer, call in changes to the office.

 

Failure to keep records straight means messages go awry which risks problems and wastes time.

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Author: William May – Manager, Vortex VIP
Blog #: 0331 – 12/18/13

Sponsor: Vortex VIP – – VortexVIP.com

Coming to Skippy's Class ill Prepared

By William May
Published: 12/11/13 Topics: Comments: 0

As an 18 year old, on the first hour of the first day of my freshman college year, I wandered into the dreaded English Literature classroom at Grays Harbor College and met a person who changed my life.

Once I might have thought that Virginian Younger, who passed away this week at the age of 90, was just another teacher. But that was until that first day in her class when she began to talk, or better yet I should say began to teach.

Knowing nothing of the English Literature (or maybe any literature for that matter) I was surprised to find how fascinating and revealing that subject, maybe any subject, could be in the hands of a master educator. Here was a person who had such a zest for her subject that no one could help but fall prey to her interest.

Mrs. Younger’s favorite topics were Shakespeare and the romantic poets, whom she could bring to life making them as real as if they were standing at the front of the classroom. She would read passages aloud or require students to do so.

Together we would examine every sentence in hopes of seeing the most subtle of meanings. It would get sliced, diced and subjected to the kind of adolescent thoughts common to students. She was never dismissive and only pushed to hear more thinking, more examination.

Looking back it is astonishing to realize that this world class scholar was teaching in a small community college off the beaten path in the Northwest corner of the country. She would have wowed any student in the finest college anywhere. Norton's Anthology was her constant companion. It became mine too.

With Shakespeare’s plays she made the language sing, the heroes heroic, the villains despicable. Her eyes twinkled at the century old jokes until we too found the humor. She even hinted at the naughty parts.

Suddenly the supposedly stilted language of the time range true. It warned and promised us things we would encounter later in life; hopefully with a lesser degree of tragedy, but maybe with a larger dose of joy.

Twenty years later, at the Oregon Shakespeare Festival when friends from our home town were attending, a group of former students asked Mrs. Younger to comment on a topic in that day’s play.

"Oh I remember that Cynthia here wrote an excellent paper on it, while in my class." said Mrs. Younger. To which Cynthia replied, "I really don’t remember the paper, and I certainly don’t remember the answer."

To those in attendance it was not the least bit surprising Virginian Younger would remember every good paper written by every student for such a long time.

I came to Virginian Younger’s class ill prepared.

I didn't realize it was OK to want to be smarter, that digging into classics could give me a perspective on the future or that there could be a teacher who cared so desperately for her student's growth she once cried in class. Everyone had done poorly on that week’s quiz because, as she concluded, when all students do poorly it is the teacher who has failed.

We forgave her and dug in with greater dedication - to her.

I took a 90 minute class from Virginia Younger every day for two years, although I could not get myself to call her "Skippy" her life long nickname. Her daughter had been my classmate in high school where teachers could only be addressed with the honor of a "Mr." or "Mrs." So to this day she is forever Mrs. Younger, as a sign of respect.

This teacher’s tests were legendary among students, particularly to those who were looking for an easy grade. In Mrs. Younger’s class they would be sadly surprised.

The every-Friday quizzes were not the puffy multiple choice tests that high school had prepared me for. Hers were blue book examinations for which there was often only one question and a dozen blank pages demanding to be filled. Student’s could leave early when done, but that could only mean you had not thought enough, reasoned with clarity or given it your all.

"Give me reasons. Explain your thoughts. Show you are thinking."

"You must have quotes" and you must attribute them correctly"

"Don’t worry too much about punctuation. Show me that you think. Convince me"

During that first class on the first day I met Michael who was to become a life-long good friend. Initially we sat in the back row until one day, arriving late, we were forced to sheepishly slide into front row seats.

Mrs. Younger noticed, paused for effect and then said, "Gentlemen, to what do we owe the honor? Are you trying to learn through osmosis?"

The students roared with laughter as did Michael and I. After class he asked, "Do you know what it means?" I said no. "Me either" Michael said, "I guess we better go look it up."

Off we went to the library on what was to become a lifetime of looking things up, of finding interest in pretty much everything and of realizing it is OK to want to be smarter. That may have been the exact day I learned that getting smarter is enjoyable and worthy even if, at the age of 18, I had no idea why.

My friend Michael took the student role more seriously than most. After

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Author: William May – Ever a Student
Blog #: 0329 – 12/11/13

Manafest Photos - Lodging Newsletter December 9th, 2013

By William May
Published: 12/09/13 Topics: Lodging Newsletter Comments: 0

Here is your periodic update for data, information, tips and techniques. Please keep a copy of these updates and send me your ideas for future updates.

Sincerely,

William May

PERIODIC UPDATES FOR 12/09/13

CHILLY CHILLY: Its that time of year for cold days and colder nights. Regardless of the time of year, a manager or housekeeper is to visit every home on the day of, or the day before, guest arrivals to complete a "Check Up." Often that just means walking through to make sure everything is correct. If it has been long between guests, it may be necessary to upgrade the trip to a "Freshen" by dusting and straightening up the house. Always the house heat should be turned on to take off the chill. (AC temp turned down in summer) And the porch light must be left on. Please do not skip Checkups because guests will call and scream at staff members making it very uncomfortable. If you don't have give us a call - maybe its time to hire someone to do it.

TECH NEWS: Just in case you notice this, here is technical news you might need. In certain websites, Universal Content (Such as news, newsletters, FAQ's) can be joined to one or more domains and displayed on the matching website. In some cases the domains/websites are not real but used as a way for data to appear on sub-pages within a different website. These Domains are called Placeholders. For example, on Vrai.org the Leaders.asp page determines its content from Users joined to VRAmembers. To distinguish between regular domains and placeholder domains we are now using domain extension of " . Place" instead of the regular extension such as .com. For example VRAmembers.place, could display News only visible to Association members. If you see such a domain, remember it is NOT a actual live website and can not be viewed in a browser.

MANIFEST PHOTOS: It happens frequently that an owner, guest or staff member needs to discuss a small detail of a home with the Reservations Crew. Most questions are easy to answer, but sometimes we wish we had X-Ray vision and could inspect the home from many miles away (Kind of like Superman.) All we want to know is what the thermostat looks like, or which way the door know turns. Crazy really, but we need to know some of these things. Rather than trying to write a boring list of very properties eccentricities - there is a better way. When homes are photographed for advertising we will now start doing "Manifest" photos of every nook and cranny in the place. Then we'll be able to see those photos if they are ever need them.

From now on, we'll be doing Manifest photos on all new properties, and getting them on existing properties when in the area. Here is a list of the kind of things we need to be able to "see" if the need arises.

- The inside of the refrigerator and freezer

- Inside of cabinets, with doors open. Kitchen, bathroom, store rooms.

- Inside of garage and any outside storage closets or buildings.

- Inside of fireplaces and wood stoves.

- Underside of sinks to display pipes.

- Backside of toilets, showers

- Lighting fixtures up close. (labeled by room)

- Furnaces & Air Conditioning units.

- Thermostats & Controls

- Stereos, TV's, DVD's & Cable/satellite controls close up.

- Underside of decks and patios.

- Roofs as best can be seen or photographed.

- Behind TV's, couches, etc.

- Both sides of Doors. Locks (Close ups)

- All furniture, front and back.

- Mattresses without coverings.

- All areas of the yard & Driveway.

- The view from the property out in all directions

- Photos of neighbor buildings from the property.

- Roads as they approach the property.

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Author: William May – Manager, Vortex VIP
Blog #: 0327 – 12/09/13

Sponsor: Vortex VIP – – VortexVIP.com

Sad Story for Non Renting Vacation Home Owner

By William May
Published: 12/06/13 Topics: Comments: 0

Have you ever gotten a message like this? It came from a caretaker in a home owner association. This owner took his vacation home out of rental several years ago.

Unfortunately he's making less money and lost his friendly attentive vacation rental manager who used to check on the home and drive by it frequently - even when there were not guests.

"Just received call from your neighbor of lot ### he had seasonal renters show up today and discovered someone had came in made them selves at home, didn't vandalize or anything just stayed then stripped the beds put the dirty laundry sheets towels in the laundry room. He was there just before thanksgiving so he is thinking it happened then and so I thought I would ask around if you saw people or recognized anyone? They gained access from hide a key which is now gone" - Home Owner Association Caretaker

Will the home owner wake up and smell the security? Well that just depends on logic.

He already made the mistake of taking a seasonal renter and is subject to landlord tenant laws that give renters great privileges including the inability of the owner to inspect his home and control the tenant's behavior.

The owner is making less money than if he had stayed with nightly rentals. Seasonal tenants use the home non-stop, can invite any guests they choose and always cause more wear and tear.

Collecting for damages is much more difficult. If the tenant's actions are bad or they fail to pay, it can take months to evict them.

Short term rentals - especially in recreational areas - are better in every way. More money, less wear and a friendly manager in the area.

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Author: William May – Volunteer, Vacation Rental Association
Blog #: 0325 – 12/06/13

HelpBook.me - Lodging Newsletter December 2nd, 2013

By William May
Published: 12/02/13 Topics: Lodging Newsletter Comments: 0

I was going to say Happy Thanksgiving but, whoops, I'm a week late. Here is your periodic update for data, information, tips and techniques. Please keep a copy of these updates and send me your ideas for future updates.

Sincerely,

William May

PERIODIC UPDATES FOR 11/25/13

HELPBOOK.ME - The Versatility of our lodging software continues to be of good help. All the condos at Crystal Chalets are very similar, but the goals of the owners differ. In addition, the property sits on forest service land that requires a certain number of condos be available for rent to the public at all times. That means some condo owners can not use their places any time they like. The process of managing units had been very complicated. With HelpBook.me we've been able to simplify it by giving all owners a Tape type Calendar in their private Dashboard. In this way they can find other owners to exchange nights with. Plus we are also posting a number of FAQ's that answer questions that are very specific to Crystal Chalets.

SECRET PROJECTS - When the government has secret projects they are often called "Skunk Works" for God knows what reason. We won't call ours that, but we have a number of complexes that we are working with while they are under development. We'll let you know when they become public, but cross your fingers for us all.

HOURLY BILLING - For work that is to be invoiced to properties on an hourly basis great care must be taken to document the work. Owners want and deserve to know what was done and precisely when. Recently a manager sent in some billing that said things like "Bob - 10:00 AM through 8:00pm, 10 hours." Owners may find this unbelievable because every worker needs to take breaks and probably a lunch break. Personal time must be subtracted from hours on site.

INVOICE DETAIL - In addition to accurate hours, the payment request must include details of the work such as: 1.5 hours to fix the kitchen sink, .9 hours to mow the lawn. Some owners never ask, but others do and we need to create good documents to avoid questions and possible owner dissatisfaction.

OVERTIME - In some destinations, it is the very busy season. We certainly want employees to have a good income but managers must be careful to avoid overtime payroll. As you probably know, employees must be paid 150% of their regular hourly rate for any work over 40 hours in a week. Property Management is fun, but not necessarily a high profit industry. So paying 50% extra for payroll can cause the manager to lose money. Now is the time to make sure you have sufficient workers to avoid overtime.

KEYSAFES - For fifteen years, we have been using a standard Keysafe (lockbox) to allow guests easy access to homes. We give them the code, they open the box to get the key. Now we have found an improved box and want to request that it be used for all future new properties or when a keysafe needs to be replaced. They are nicer in appearance, bigger inside (More keys), have a protective cover and the faceplate is on a hinge so it can't be dropped or lost. You can take a look by copying this URL into your website Browser:

CODE CHANGES: For convenience it is almost impossible to change keysafe codes after every guests - and then properly inform the next guests of the revised code. So codes are only changed every now and then. That should be done at least every 90 days and more often after guests who are, in any way difficult. Sometimes codes should be changed more often but great care must be taken to change, record and notify guests of revised codes.

And the only BEST way to do that is - while you are standing at the keysafe changing it, telephone the office and give them the code immediately. Don't decide the code in advance, and don't call the office later. Do it immediately so the office can coordinate guests without fail.

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Author: William May – Manager, Vortex VIP
Blog #: 0323 – 12/02/13

Sponsor: Vortex VIP – – VortexVIP.com

Northwest Skier Magazine - Lodging Newsletter November 1st, 2013

By William May
Published: 11/01/13 Topics: Lodging Newsletter Comments: 0

A heads up - We are working to finish up NorthwestSkiers.com.

Long ago the predecessor of our PlumbobPublishing.com business, bought the print Northwest Skier Magazine. Now we're making it an Online Only magazine. It will be news and information for Skiers and Snowboarders and a great promotional tool for our rentals in snow areas.

I have taken the liberty of including staff names there, and those of you in Mountain Communities are listed as Correspondents. What does this mean?

Well - - keep your eyes open for ski news and, if you know someone interested, we are looking for volunteer writers, photographers and video makers. And the website just might give you a chance to meet prospective property owners.

Please visit the and taNorthwestSkiers.com websitetake a look. If you were not included and want to me, just let me know.

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Author: William May – Manager, Vortex VIP
Blog #: 0316 – 11/01/13

Sponsor: Vortex VIP – – VortexVIP.com

Deep Clean Season - Lodging Newsletter October 21st, 2013

By William May
Published: 10/21/13 Topics: Lodging Newsletter Comments: 0

 

There are many details to this industry, so I am going to keep a list and email out "Periodic Updates" data, information, tips and techniques when we think of them. A list of the current ideas is below. We can call these "Best Practices" as we work to build the most professional comprehensive lodging management services.

Can you help me with future updates by sending me your thoughts for inclusions in the next Update Emails?

Please print out and keep a copy of these updates for future reference.

May I ask you email back on this to let me know you received this email?

Sincerely,

William May

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

Insider Updates 10/21/13

UNIT NOTICES: Having notices in units which are accurate and up-to-date is critical to making guests happy and making sure they behave. Weeks ago Joe sent out a form on which you were asked to write down the Notices you have in each house, and return it to him. If you have not completed this task it makes everyone's job more difficult.

NEW NOTICES: Once received Joe is going to revise the notices to include the name and logo of each local manager. That will be more personal and they'll be prettier too.

So - Please complete your list and return it to Joe no later than October 31st.

DASHBOARDS: In case you haven't heard, your property owners can now sign on to see their account on your individual websites such as LeavenworthGetaways.com,BeachyDay.com etc. Previously they had to logon to Sunspots.info and they can still go to. Plus they can logon to Istay.net to do the same thing.

Owners are required to use their Logon and Password to look up calendars, statements, FAQ's and we will be adding more features. The good news is that you can also logon to your own local website however the information you can view is more complete than what owners are given.

One day we will be posting alerts and other important data just for managers.

DEEP CLEAN SEASON: October and April are Deep-Cleaning seasons. Now is the time to call owners and ask if they plan to do their Deep-Cleans, or would like to have you do it for them. They may want to know the cost, so have that figured out for each home. Once they approve be sure to send them a confirming email for the record. Of course, include the billings on your weekly request so we have a record that the Deep-Clean is done.

PROPERTY SURVEY: During the Deep-Clean the property survey sheet should be filled out to include any and all repairs, upgrades or improvements that each house should have. Prioritize each item from 1 to 3 with one being essential, and 3 being not very important. Include a cost for you to do the suggested work and mail these off to the owners. Of course they can choose to do the work themselves, so give them a week or two to respond. If they ask you to do work, get a signature on the survey and get started.

New Properties

- Lu Ann Kolten enrolled totally Wired Condo at Westport by the Sea Resort. TotallyWiredCondo.com

- Jean enrolled Blue Haven Valley near Leavenworth.BluValleyHaven.com

- Jan Covey enrolled Lazy Elk Lodge at Mt. Rainier, Near Crystal Mountain Resort. LazyElkLodge.com

- Lac Le Jeune Wilderness Resort near Kamloops British Columbia. LacLeJeuneWildernessResort.com

Vortex Operations

• AnchorInns.com
• GoldenerResorts.com
• Istay.net
• PlumbobPublishing.com
• Signatours.com
• SunspotResorts.com
• Varoom.biz
• VortexManagers.com

Member Destinations

• 101Escapes.com
• AllAroundSeattle.com
• BeachyDay.com
• BytheseaBythesea.com
• ChelanSunspots.com
• CrystalCabins.com
• GigHarborGetaways.com
• HoodCanalHideaways.com
• KauaiSunspots.com
• LakeCushmanSunspots.com
• LeavenworthGetaways.com
• MyHouseminders.com
• RoslynHideaways.com
• Sandpointers.com

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Author: William May – Manager, Vortex VIP
Blog #: 0314 – 10/21/13

Sponsor: Vortex VIP – – VortexVIP.com

Vacation Rental Housekeeper Spills the Beans

By William May
Published: 02/16/13 Topics: Comments: 0

The gigantic listing websites that seek to dominate vacation rental lodging have done a persuasive job of convincing home owners that they can effectively manage their cabins, condos and homes in distant locations.

Just buy enough ads, hire a cheap housekeeper, expect guests to behave and have no requests or problems while they stay. No one needs training, you can teach yourself. It’s a great hobby and you'll make lots of friends while living the easy life.

Professional Managers know this is nonsense of course, but some owners love spending 10-20 hours a week taking phone calls, answering emails and paying those giant websites an overly large portion of their income, all while working for just a few dollars per hour.

In return, the websites insist on posting reviews from guests without authentication or substantiation. They even refuse to remove bogus, slanderous or fraudulent reviews.

What do they get in return? Aside from too little money and too much work, what is life really like for Rent By Owners? What are the properties like for guests? And how do the properties fare?

And it is all made possible by hiring housekeepers who are often paid far too little or, dare I say it, are taken advantage of by owners. Here is an Interview with one long-time vacation rental housekeeper who wanted to remain anonymous.

- - - - - - - - - -

Jane Doe (obviously not her real name), a housekeeper who works for property managers as well as directly for rental by owners, has a surprising tale to tell.

VRA: So how long have you been doing housekeeping?

JANE: My mom had rentals and did housekeeping years ago. I started when I was a teenager.

VRA: What is life like for you?

JANE: Frankly, I work very hard, often on weekends, sometimes at night, and frequently alone. I feel kind of faceless as I clean up other people's messes.

VRA: Are they always a mess?

JANE: Actually no, not always. Some guests are very courteous, even doing the dishes, sometimes sweeping up, and not breaking things. But others are - well - pigs if I must say.

VRA: Which guests are the best?

JANE: Well those that leave tips of course. (She laughs). Although the idea that a housekeeper who spends 4-10 hours cleaning a house should get a tip seems odd to those folks who pay a waiter 20% for a few minutes of work.

VRA: What kind of properties do you like to clean best?

JANE: Well condos are smaller which can make them easier, but sometimes owners let guests cram far too many guests in, which can be a nightmare to clean up after. Houses pay better.

VRA: Do you have that problem with property managers?

JANE: Rarely because but most managers are pros who use strong leases, establish fair but firm rules, and keep a close watch on guests.

VRA: Are you saying owners don't do those things.

JANE: Apparently not, because guests of direct-owners are by far the worst. I can't figure out what they are thinking. Buy a half million dollar place and then give the keys to people you've never met. It's crazy.

VRA: But surely those owners can hire someone local to watch over the home?

JANE: Not hardly. I am happy to clean, but no one in their right minds will agree to be on call, deal with drunk guests, fix unmaintained properties, and get paid a measly $15, $20 or even $25 per hour. It's just not worth it.

VRA: Are you saying that property manager homes are easier to clean?

JANE: They are easier in every way, near as I can tell. Rental by owner homes get trashed very frequently. Property managers can get a bad guest as well, but it seems to be far less common. And when it does I just call in the extra work to the manager, who pays me and, I presume, charges the guests. Owners who self rent want to blame anyone but themselves when things go bad.

VRA: Why don't owners hire managers instead of taking that risk?

JANE: Beats me. They are trying to beat the system, but the guests eventually beat them. I have cleaned dozens and dozens and dozens of homes and I would never ever try to manage them. It’s a losing idea.

VRA: But they save money right?

JANE: No. Without a manager they are just asking to lose money.

VRA: But owners get more bookings by telling guests they are dealing directly with the owner, right?

JANE: Wrong again. The manager properties are busy all the time, and even get bookings in slow season. Owners don't. If I had to rely on owner rentals l would starve during the slow season.

VRA: What is your relationship with owners and managers?

JANE: Every manager I work with is respectful. Most owners are rude and treat me like their personal slave. As I tell you this I am wondering why I actually work for them (laughs.). And when a guest acts up or brings too many people, owners have the gall to ask me to go over and confront drunk people. I just won't do it. That is too dangerous.

VRA: Well the owner can always call the police if its bad right?

JANE: In our area, the police won't come out unless its an actual crime. Putting too many people in a home is not a crime.

VRA: In doing this interview it sounds like you are biting the hands that feeds you, by talking about owners?

JANE: The worst part of working for owners is they become presumptive, often asking me to do favors and tasks for free. Some say they clean after their own use, but it always requires additional touch up or full cleans and those owners expect me to do that for free.

VRA: Do you do that?

JANE: If I don't throw in free work they'll fire me, some even say that. Frankly, I need the job. These are well to do people. Very presumptuous.

VRA: Why are you willing to tell your story?

JANE: I just think owners need to know the truth about how difficult this business is before they jump in.

VRA: But it’s a good business isn’t it?

JANE: It is - if you know what you are doing and hire a pro to take care of everything. And, by the way, when I go on vacation I would never rent from an owner directly. Its just too risky.

VRA: Why not?

JANE: When I travel far from home, I want a manager just down the street not hundreds or thousands of miles away. What would a distant owner do if the oven or AC quits? Or the water is bad? Or the neighbors are noisy. I'll take a professional manager every time.

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Author: William May – Volunteer, Vacation Rental Association
Blog #: 0342 – 02/16/13

The Vacation Rental Dollar Store

By William May
Published: 01/16/13 Topics: Comments: 0

There are two ways to make money with a Vacation Rental Home. One - Increase income (which we talk a lot about) and two - decrease costs. This newsletters is about the later.

Every now and then staff from our company have picked up products at the local Dollar Store. It was presumed the goods were inexpensive but not always readily in stock. The stores are not necessarily handy.

Of course high quality furniture, linens and kitchen wares are essential to keep a vacation rental in great condition to receive complimentary reviews and return guests. But it is not necessary to waste money on some things.

Recently, as I was awaiting a client in an unknown neighborhood and with time on my hands, I happened t spy a Dollar Store DollarTree.com- - across street and decided to take a look. Boy was I surprised.

First, that had a relatively wide variety of things for sale. And they had lots of them. Sure some of the products were of lesser quality but most were the same darn things that can be bought at Wal-Mart, Target and other higher priced stores. Some things were cheesy like fake flowers.

The shelves were heavily stocked and everywhere I looked were giant signs saying "Everything $1." Being new to the concept I kept looking on the shelves and packages for pricing. Surely that $5.00 package of cookies couldn't be a dollar. Could those 4-packs of wine glasses be only a buck?

The most broken items in Vacation Rentals are wine glasses. We want good quality glassware but price is a factor for anything that breaks. Expensive wine glasses don't break any less frequently than expensive ones. The Dollar Store wine glasses were pretty good quality.

Twice I asked a wandering worker for directions and found them cheerful and actually very proud of the products and prices. These stores are smaller than Wal-Mart but the first two staff members seemed friendly and anxious to help. They constantly straightened the shelves and were actively restocking.

It dawned on me that Vacation Rental owners could find dozens of different items in a Dollar store to outfit their properties. They could save a lot of money. Hundreds really.

I wasn't in need of any products, but after walking the aisles to make mental notes of what they stock, I sheepishly grabbed that bag of cookies and shuffled through the line. Apparently many people already knew the story of the Dollar store.

The line was long but the checkers were very fast because - you guess it - every item was one dollar. They didn't even have to look at the items to find that bar code.

We have a big sales tax in our state, so I was astonished when the checked said "That will be one dollar." It was a steal. How can anyone make, bake, package, deliver and retail 32 cookies for a dollar. 3 cents each.

Surely the secret is that they buy in huge quantities, they buy excess production from factories, they buy overseas. And they must work on narrow margins. The stores are no-frills but clean, well lit and maintained.

Some dollar stores also have online websites where the same kind of merchandise and pricing is available although you usually have to pay for shipping. But remember, when you drive to the store you are in a sense paying for shipping.

As I departed the clerk was especially cheery and I could see the other checkers were equally happy. They were actually having fun. When was the last time you saw that at Wal-Mart?

I might just go back for the customer service.

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Author: William May – Volunteer, Vacation Rental Association
Blog #: 0334 – 01/16/13

Netiquette - How to Write an Email

By William May
Published: 07/18/12 Topics: Comments: 0

When your bank, your grocery store and your insurance agency have begun to send you invoices by email, its proof the word has gone electronic. But are you prepared to make email work for you? Do you want your emails to get read, and for the reader to understand your message precisely?

If so, there are some generally accepted "Netiquette" methods you should use for best results. Most boil down to common sense but if you've never thought of them before now is the time to tighten up your writing abilities.

METHODS: Pick the best method of communications. They are not created equal. Using the wrong method can cause a problem.

• Emails are good for longer information or questions that require thought. Take time to make sure they say what you meant - presume the recipient will misunderstand.
• For complex topics, Letters are far better. Plus they require you proof read them and maybe have someone else edit them.
• Written notes have become uncommon, but a hand written thank-you note (and envelope) is far better than an email or even a formal letter.
• The telephone is by far the best communications device because you know instantly if the recipient received your message. And because your voice indicates more than just the words - are you happy, sad or even angry?
• Voicemails are fine for leaving short messages or asking for a call back. If the topic is long write a letter or email.
• Be careful to only text people you know well, otherwise recipients consider it interrupting them.

PRESUMPTION: Do not presume that your email is received. Email is a good one-way device but there is no assurance it is received. For anything important telephone the recipient to discuss it. You can even leave a voicemail saying "I sent you an email about XXXXX. Please look for it."

FORMAT: Format emails just as you would a letter using a salutation, short paragraphs and then a signature block at the bottom.

SUBJECT: Think of the subject line as a Headline in a newspaper. Make it accurate, interesting and personal. Leave out unnecessary words but longer may be better.

FIRST NAME: As emails arrive, recipients scan them in their directory to determine which to read and which to delete. Putting the recipients name in the subject triples your chance of getting it read. Putting your name in the subject triples it again Such as:

Subject: Bob - Birthday Gift from Richard

CUSTOM NAME: Some folks like to include their name in a custom font and often in a color. This is fine but probably not worth the time. Emails are intended to be written, sent and read quickly.

CUSTOM NAME: Some folks like to include their name in a custom font and often in a color. This is fine but probably not worth the time. Emails are intended to be written, sent and read quickly.

CONTACT: The signature block should include full name, company, phone numbers, email and website. Most email programs (Such as Outlook) allow you to save a "Signature" and insert it with a single click. Easy.

READABILITY: Use frequent spacing between paragraphs. Writing long paragraphs make it difficult for the reader to comprehend, and decrease the chance they will read the entire email.

FONTS: Use basic fonts in all your emails. Arial is a good one. Unusual fonts are considered goofy. The font should generally be only one size such as 12pts. Mixing sizes makes the email more difficult to read. Including odd fonts to emphasize a point often diminishes its value.

ABBREVIATIONS: Avoid the use of abbreviations. Not everyone knows their definitions. Short cuts like "U" and "LOL" are considered childlike in business settings.

CAPS: Never use all caps as that is considered "S H O U T I N G". It is acceptable to capitalize a word here and there to emphasize it as you might if speaking it.

CONTENT: Write an email as if it were a personal note. Be personable, friendly, witting and interesting. If possible be short, longer if necessary.

IMAGES: Only embed images in your email if it is terribly important. Pictures of kitties, birds and celebrities are fun but they are not perceived as business like. It is usually better to attach images to the email than to embed them in the text.

HIGHLIGHTING: The infrequent use of highlighting is OK

QUESTIONS: Use questions to find out what you need, then ask recipients to respond. Let them know if your question is urgent.

BULLETS: If you have a long list of information (or questions) you can number them, put in bullets or capitalize the topic (as I have done to this list of suggestions)

RSVP: Not everyone remembers what this means, but if you need a response include it and/or remind the user to respond such as "Please let me know your thoughts one way or the other."

COPIES: If you copy other people, add their names to the email at the top so the recipient knows who also received the information.

RUDE COPIES: Only copy people who need to know. Don't copy supervisors or other people who have no interest, can't take action or who will be surprised or offended by the content. Don't copy anyone for the sake of embarrassing the recipient or the person copied.

BLIND COPIES: You can Blind Copy people so that the recipient doesn't know they received it. However, it is often better to not Blind Copy, but instead, reopen a sent-email and then forward it to the third party with an explanation of why you are sending it.

ATTACHMENTS: If you attach documents to the email, be sure to write that down in the email itself. Many people fail to look for or open attachments.

SPELL CHECK: Always run "Spell Check" before sending an email or your thoughts may not be rEdaBblY.

FLAME MAIL: Never use email to complain, make accusations. Never use profanity, threats or intimidation. Every word you write is recorded forever. Be professional and pleasant at all times.

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Author: William May – Volunteer, Vacation Rental Association
Blog #: 0233 – 07/18/12

Stealing Music for Your Video is Expensive

By William May
Published: 06/23/12 Topics: Comments: 0

You've decided to do a nifty video of your vacation rental home. Today's video camera resolution is stunningly accurate and your place is beautiful. Video editing software has become increasingly easy to use and inexpensive too.

You take some great moving video, or may be you compile your still photos into a moving slide show. Maybe you can even put some nice titles or headlines on the photos explaining each room and what your wonderful home has to offer.

Now all you really need to set the tone for that video is a bit of music that compliments your beautiful video, that sets the tone, that conveys to potential guests how much your love your property and why it is so special.

So you take your favorite song, you know the that was popular when you were in highschool, download it from a CD or just copy the legal version you bought online. How about Paul McCartney's "Yesterday."

 

Now, that is better. The video is great and it helps you attract more bookings. Your family loves it. Your friends admire it. And guests say it makes them want to stay with you. Nice job. Well done. Life is great.

Unpleasant Surprise

That is until, one day you get a letter in the mail from an attorney for the Recording Industry Association of America. (RIAA.com) who says that you are using copyrighted music for your business. He claims that renting out your property is a business because you accept money for it.

These things happen far more than most consumers know. There are a great many people employed to ferret out those who beg, borrow or steal copyrighted materials for their own gain.

The attorney orders you to "Cease and Desist." Embarrassed by your naiveté you immediately jerk the video off your website and send him an apologetic letter explaining that you "Just didn't know" that using the video infringed on anyone's copyright.

Expected to Know

Unfortunately, no on buys your explanation. If you operate a business; be it as a rent-by-owner or property management firm; you are expected to know the rules of business. One is that "Intellectual Property" (such as music, photos, graphics, videos & logotypes.) are owned by their creators and others are prohibited from profiting from use of their work, unless they get and pay for a license to use the product lovingly referred to as "IP.".

Plus, isn't it time to admit, that, if every 15 year kid who wants to download a song knows its illegal, then you too need to fess up you knew it was wrong, and just didn't care.

Paying Up

After receiving your letter, the attorney sends you another saying "Thanks for admitting you stole our IP." Here is an invoice for what you owe us. It can be hundreds, thousands or tens of thousands of dollars.

Begrudgingly, you pay up in order to get out of this mess. And now you are home free. Well not exactly.

Depending on whose work you copied, you may also get sued by The American Society of Composers, Authors and Publishers (ASCAP), Broad Music Rights Incorporate (BMI) and the National Music Publishers Association, (NMPA.com). These organizations work together to enforce copyrights and get payment for illegal use of the music they control.

That means the costs for your use of illegal music could cost you plenty.

And what if you ignore that first letter demanding you "Cease and Desist?" Well be prepared to get served with a lawsuit for which you will have no valid defense. Even you lawyer won't give you any hope.

The Digital Millennium Copyright Act (passed in the year 2000 of course) provides clear relief if it can be proved you used the music. The artist or his representatives no longer have to prove and calculate damages. All he must do is prove you used it by downloading and saving a copy from your website which takes just a few minutes. You can be sure he did that before sending the first letter.

Maybe you have not been caught and, after reading this article, you remove that video from your website licitly split and hope they don't find it. Unfortunately most things posted on the website are retrievable virtually forever. (see the Way Back machine at www.Archive.org).

In any case, if you get caught you won't have a leg to stand on and, after you pay out big time, you might not have a vacation rental home either.

Royalty Free Music

There is a bit of good news in all of this - providing you haven't already broken the law - you can find many websites on which you can buy "Royalty Free" Music for very inexpensive prices. You won't find your favorite tune, you won't get to have Paul McCartney sing "Yesterday" on your video. But a careful search will find a good tune that is royalty free. And you won't get sued for using it.

When buying such music you must take care to do it property. Royalty free does not necessarily mean you can use it for anything you want. Most licenses have some limitations which you must follow religiously.

Then take care to buy from a reputable website. Then save your invoice, proof of payment, their terms and conditions and a copy of the music all saved together so you can produce them if the copyright is ever challenged.

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Author: William May, MayPartners Advertising
Blog #: 0218 – 06/23/12

Government Officials Driving Tourism Economy Away

By Ron Lee
Published: 06/01/12 Topics: Government Comments: 0

Businesses, Chambers and tourism groups in every destination throughout the United States are spending money to grow their tourism segment of their economies.

That is a wise move.

Tourism is a clean, responsible industry that brings in visitors anxious to shop, attend events, tour attractions, rent lodging, and pay the taxes that go with them.

Manufacturing, distribution and other market segments sometimes seem more attractive to civic leaders, but those businesses are hard to attract, require years of courting and subject towns to intense review and - for many - rejection. Plus, big industries can leave town far quicker than they arrive, dumping lots of people out of work. Like it or not, Vacation Rentals are here to stay.

All destinations will have some luck and attract some visitors with good advertising, promotions, public relations and business participation.

Trouble is, however, many will fall short of their potential. Sometimes what the area offers just doesn't compare well with other desirable destinations. But another big mistake is when local government officials fail to offer what consumers want. Today, that one big thing is tourists who ask for, and even demand, access to good, clean, upscale vacation rental homes.

For at least a decade, the vacation rental industry has been exploding. Even during the recession the number of visitors who demand to stay in a house or condo instead of a hotel room has continued to climb.

So it is surprising to find small communities, who beg for tourists, then kill the industry by disallowing vacation rentals, making it ridiculously expensive to get permitted, or making them impossibly difficult to get approved.

They implement overzealous regulations and requirements that they would never impose on long-term rentals or full-time residents. What is good for the goose is good for the gander - as the old saying goes. So, if leaders believe that vacation homes must have new standards for health and safety, then why do they not require them for everyone? Failure to do so is just old fashioned hypocrisy.

 

On a recent trip to a beautiful Washington State Destination, a review of city and county rental regulations revealed a lack of insight by elected officials.

A clerk at the county office said, "We don't have any rentals in many areas of the county and it's surprising because some of the areas are so beautiful." she then paused and added, "Or maybe that's because vacation rentals aren't allowed there." Duh.

 

The geography of the area is gorgeous. The land is pristine and beautiful, with cute villages, attractive shops and periodic festivals and events. Agriculture is big business with products esteemed worldwide.

There are a number of conventional well-kept motels and cottages. But there are also properties that have seen better days and detract from the scenery. Many appear abandoned. They are not shabby chic, they are just plain shabby.

New home developments have been stymied by the economy, although some recent additions bode well for demand. Peeking out among nicely kept homes, are houses and cottages that have seen better days. Many of those, as well as some of the nicer second homes, sit empty year round, even during the busy summer season.

The reason?

City and county officials have made short-term vacation type rentals illegal, or permits difficult to get. The up to $750 annual special use permit is one of the highest known in the country and requires begging neighbors for permission, and having the kind of inspections that would cause long-term rental home owners to go ballistic. With the inspections and other nonsense they require, costs can exceed many thousands of dollars.

And for what reason?

Like most areas, the reasons cited are that vacation rental homes "could" get used as party houses. Or that "Tourists drive cars through the neighborhoods and sometimes the trash isn't taken out to the street on time." complained one person at a county "scoping session."

No one wants trouble in their neighborhoods, but these possible issues never materialize. Some neighbors even say they "do not want people in the area that I don't know personally." Supposedly, "It destroys the character of the neighborhood", whatever that means.

There is no right in the Constitution that you must know and like your neighbors. But it is a foundation of American liberty that owners have a bundle or rights related to their real estate, including the right to right them out. So much for freedom.

In jurisdictions where rental permission is more easily obtained, but just as rigorously policed, and where owners must engage a competent local manager or management firm, problems do not happen.

The County even caved into neighbors in one desirable neighborhood who don't want "to have different neighbors each week," as the County clerk explained. Fear of problems is valid, but refusing entry to visitors feels a lot like simple xenophobia, the "fear of others."

A local real estate leader, who wished to remain anonymous, said, "You know the reasons for the lack of vacation rentals is regulations, don't you? Most people just won't spend the money to see if their neighbors will allow them to rent." How come the expensive applications fees are non-refundable, if the permit is denied? Looks like just another shake-down by officials.

Communities who enacted vacation rental prohibitions years ago, are seeing the light and revising laws to allow vacation rentals in all residential areas with proper permitting; and the requirement that properties be occupied within reasonable rules.

Doing otherwise scares away visitors. Consumers have decided they want to stay in vacation rentals and no amount of meddling in the free market by officials will dissuade them. Take away vacation rentals and they are sending visitors elsewhere, while local shops, restaurants and attractions lose out. It is not just home owners who lose.

The cities and counties where vacation rentals are allowed gain fee income; shops, events and attractions do more business; additional jobs are created; and tourism taxes flow.

Let's hope that officials in counties and communities, all over the country, wake up and stop killing the tourism business they so desperately need - by giving consumers what they want - many more vacation rentals.

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Author: Ron Lee – Volunteer, Vacation Rental Association
Blog #: 0212 – 06/01/12

Sponsor: VRAI – As a fast growing industry we need your help and support. Join today to learn, share and promote your properties. – VRIA.org

Fighting Over Vacation Rental Scraps

By William May
Published: 05/01/12 Topics: Comments: 0

Although vacation rentals have been around for a very long time, it is only in recent years that they have exploded. Sometimes called cabin rentals, cottages, holiday-lets or other terms in other parts of the world, this private vacation lodging alternatives have gone main stream.

That has led to conflicts between home owners, management companies, and even website operators as they fight over the spoils. Even trade associations are in the act, attempting to stack the deck in ways that some attorney's think borders on violation of the Sherman Act, the federal law that prohibits price fixing, market limits and membership exclusions.

Hotels, motels and other lodging providers must be agog. At one time, The Association of Realtors reported there were six million second homes in the United States alone, with at least one million in short-term rental. A more recent examination might put that total up as high as two million properties.

The majority of rents now grabbed by vacation rentals come from nowhere else, but form conventional lodging operators. That is what causes the griping. Worse yet, direct participants in the industry are themselves squabbling and fighting over the dinner table. Everyone wants a piece of the piece, the entry and maybe even the table cloth.

The advent of the Internet is what flipped the switch on Vacation Rental Growth. Prior to the Web, how did a consumer in, let's say New Jersey, know which condo to rent in Florida? They looked at magazines, maybe checked newspaper classifieds. Some travel agents knew the inside scoop and perhaps the guest had been there before.

With technology, guests can see more information about homes than they customarily can see about houses for sale. Real Estate sales agents provide good data, but in every case the buyer gets to view the home before buying. Renters, on the other hand, buy from just what they see online. Gone are the days of the property manager mailing a brochure which, by the way, seldom showed photos specific to the property being rented.

Growth in the market has also widened the variety of properties offered. Condominium rentals have been common but cabins and houses are preferable in many locations because guests usually get more space, easier parking and better privacy.

Newly built and growing advertising website companies like HomeAway.com, have craftily inserted themselves between consumers and rental providers because they have greater search engine skills, bigger budgets and even an investment from Google.

A recent fast growing start-up AirBnB.com (stands for air-mattress bed and breakfast) convinced home owners it was a good idea to rent individual rooms and even couches or air-mattresses to complete strangers.

Unlike Homeaway, AirBnb collects money from the guests and distributes it to property owners. Recent News Reports show the websites vulnerability to problems than can arise during occupancy.

In one state, a small group of vacation rental managers had been meeting informally for years, when a small group broke off in order to exclude others from their organization. Even if restricting membership could fit within the narrow guidelines required of trade associations, the methods of back-stabbing and attempts to limit competition were unethical at best. And a violation of the Sherman Anti-trust act at the worst.

Home Owner Association meetings can turn into screaming matches when a few owners want to prohibition guests while others proclaim their property rights of rental without unreasonable restrictions.

Cities and Counties too have been getting into the act for a decade by regulating and even prohibiting home owners from renting their properties. The same property rights come into play and, in the long run, courts have been siding with a home owners right to rent. But at hearings and meetings, the arguing can reach the point of high emotions and out right screams.

Its been 20 years since, notorious Los Angeles celebrity Rodney King begged the camera, "Can't we all just get along" but it seems like even in the world of vacation rentals there are those who want to push and poke and play unfairly with others

Whether one favors rentals or not, is it time to just ask all parties to get along, to work out good solutions and to treat one another with kindness and respect?

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Author: William May – Volunteer, Vacation Rental Association
Blog #: 0206 – 05/01/12

Oh No, Mount Rainier Has Disappeared

By William May
Published: 04/15/12 Topics: Mount Rainier WA, Vacation Comments: 0

It is always there on the horizon when I drive to work - jutting majestically into the air. It’s white year round, sometimes with a puff of clouds around the top, like a celestial halo.

But, this morning I looked and Mt. Rainier had simply disappeared. Gone.

Slamming on the brakes I pulled over and stared. How could our state’s defining symbol of white mountains, green forests and sparkling beauty just vanish?

Thirty years ago the same thing kind of happened. It was a glorious sunny Sunday. We had heard rumors that Mount Saint Helens was rumbling. Some scientists said an eruption was imminent, but many others thought it was just another false alarm because the current inhabitants of the Northwest hadn’t seen anything more than a puff of steam from any of our volcanos in living memory.

As I flicked on the radio in the car, the announcer said, "This is it, This is the big one. Mount Saint Helens is blowing its’ top." Even from 100 miles away, in downtown Seattle, a massive smoke plume was visible jutting a hundred thousand feet into the air.

A quick drive to the water tower on Seattle’s Capital Hill, allowed me to climb up a hundred steps to the highest point in the city, and peak out the slender windows. The view was even more impressive. It looked like a fast flow smoke stack and yet it was a monstrous mountain and, due to scale, it was far bigger than anything a factory could create.

We have since forgotten the ash that covered many states and even blanketed Seattle and Portland, Oregon. We have forgotten the television coverage of massive destruction and loss of life. The heroic stories of volcanologists and local residents have faded.

And now, this very morning, the same thing seemed to be happening with Mount Rainier. Except this time there was no smoke, no steam and no rumbling. As with that day Mount Saint Helens erupted, the weather was clear, the skies were blue and yet - Mount Rainier was simply gone.

I flipped on the car radio, but this time there was no excited announcer with no mention at all. On the television, there was no announcements. And, in the newspaper, there was no story. On the internet, there was nothing. It seems the city, the state and the entire world had forgotten that Mount Rainier was ever there.

Native Americans revered the "Mount Tahoma" as the mountain that was God. To the first white settler’s, the mountain was the beacon they first saw when traveling overland to the Northwest or when having arrived by ship. Its’ presence was difficult to ignore as it dominated the landscape. They knew there were arriving when they first glimpsed at the monstrous mountain and its’ glistening mantle of snow and ice.

So how, after all of these years, could Northwest occupants simply forget about Mount Rainier? Established as a national park in 1899, still 97% of the park remains in its natural state. For a century, traveling to the Mount Rainier area was the highlight of a summer vacation. Families came for extended stays and skiing its’ slopes was a highly desirable getaway.

Crowds traveled first by horse and buggy, and later by automobile to see the wonders of nature. They swamped the campgrounds, crowded the roads to Paradise on the mountain’s Southwest shoulder and to Sunrise on the Northeast. In early summer, massive fields of wildflowers took away the breath of visitors of all ages and all races. Some feel the hand of God here.

So, how had apathy caused Mount Rainier to disappear? Today, visitors flock to other Northwest destinations where they can run their ski boats, listen to loudly amplified music and stroll the streets of franchised stores. Professional advertising successfully entices families to visit freeway resorts complete with high priced meals, pricey gift shops and many man made waterfalls also known as water parks.

Visitors have somehow been convinced to find other places to have today’s version of fun where activity outweighs nature. Or have they?

Although, the number of visitors to Mount Rainier has shrunk over the years, t the count is not altogether insignificant. And, the grandeur of the mountain, forest and rivers remains. Visitors who remember to find Mount Rainier are rewarded with the view of wildlife, flora, glaciers and magnificent old growth forests. In the grove of the patriarchs, massive trees stand mute and unassuming. The silence is deafening and stunning.

Villages and towns like Ashford, Enumclaw, Greenwater, Morton and Packwood have charming accommodations. You may not think that the city air is bad, until you arise early one morning, throw open your door and are overcome with the fresh smell of flowers and evergreen trees.

Unlike man made resorts, Mount Rainier is a bargain. Staying at a hotel, cottage, cabin or bed and breakfast can be a special experience. Dining can be rustic and astoundingly affordable. Park fees are low and you can set your own schedule to visit for a day, a weekend, week or even longer.

The children in your family will giggle in laughter visiting the snowy fields, romping in the meadows and wading in the streams. Everyone will enjoy re-discovering that Mount Rainier is still there, still pristine and still beckoning with beauty, enjoyment and relaxation. You can bring Mount Rainier back to life.

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To rediscover Mount Rainier visit www.VisitRainier.com and finding handy lodging at www.MountRainierVacationRentals.com sponsored by the Vacation Rental Association.

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Author: William May, Plumbob Publishing
Blog #: 0209 – 04/15/12

Sponsor: MountRainier.com – Every shop, restaurant, lodge and vacation rental around the entire mountain. Ashford, Packwood, Greenwater, Morton, Eatonville, Carbonado & Enumclaw. Book a stay instantly online.

Professor John Edwards: Insects & Music

By William May
Published: 04/01/12 Topics: Comments: 0

Professor John Edwards

Did you know that insects live in very cold places? John Edwards knew.

In fact, Professor John S. Edwards was known around the world as one of the pioneers of insect developmental neurobiology. And I was fortunate to be able to call him a friend. He died this week and I find his passing more unfortunate than any public leader or celebrity.

Some years ago, a friend invited me to help out with an organization called Gallery Concerts; a group dedicated to having period music instruments perform chamber music in the small spaces there were designed for. The concerts are sheer delight.

At one of the first meetings I sat next to a gentle white haired man with a goatee who glowed with his enthusiasm for the music. Later I was to learn he glowed about just about everything. If the term "twinkle in his eye" was created for anyone it was John.

He was a leading scholar in the ecology of high-altitude insects, cold tolerance of Antarctic insects, the role of insects in ecosystem regeneration following volcanic eruptions, and the evolution of insect flight. A New Zealander, John earned his Ph.D. at Cambridge. At the University of Washington John taught entomology, human ecology, served as the Director of the Undergraduate Biology Program, Director of the UW Honors Program, and was appointed Emeritus Professor of Zoology in 2000.

Although a humble man, others noticed his exploits. He earned a Guggenheim Fellowship, a Senior Humboldt Research Award, and a Jacob Javits Neuroscience Investigator Award. He was a University Liberal Arts Professor, named a Fellow of the American Association for the Advancement of Science and of the Royal Entomological Society of London. He served as Program Director for Developmental Neuroscience at the National Science Foundation.

Art Davidson says, in his account of the first winter ascent of Denali (Minus 148°), "My first meeting with John reaffirmed the legend. I had traced the sounds of a concert through several corridors at the Institute to a short figure hopping about from leg to leg while vocalizing the entire woodwind section of an orchestra. "

Other than the fact he was a professor in biology, I knew none of this even after years of attending meetings and concerts with him.

I made a particular mistake once - by mentioning to John that my son had applied to attend the University of Washington. He prodded relentlessly and learned that Taylor was interested in Biology, specifically astrobiology. I could see John's temperature rising. He wasn't "Hoping from leg to leg" but almost.

He asked in that pleasant way that borders on professorial curiosity, that Taylor simply must telephone him for a tour of the department.

After reading about the Professor on line, it took Taylor several weeks to summon enough courage to call. But when he did - John needed no prompting to remember his name or why he was calling. A whirlwind tour took place a few days later where Taylor was introduced to everyone with such lavish praise that my 6'6" son stood even taller than usual when retelling the tale.

Some years before John had patiently suffered through my telling of how our family had driven to all the way to Mt. Denali (Mt. McKinley) that summer and Taylor, then age 12, had found and photographed a rare Pika; which sent the visitor center biologists into a tizzy.

Who could know an important professor would remember such a small thing from years earlier; but during the UW tour John quizzed Taylor relentlessly about the Pika, where it was found, what time of day, what type of terrain.

Taylor was impressed at John's curiosity. He was proud to be considered important but then somewhat astonished when John casually mentioned, "You may find it hard to believe but I was on the expedition that did the first winter ascent of Denali."

When Tay recited this story at home hours later I saw in his eyes the look of admiration that a young boy can have someone suddenly explodes his idea of what is possible in life. You can be a scientist, you can climb mountains, you can write eloquently, you can win awards, you can be a gracious considerate person, you can be an impressive senior citizen who still cares about what a 12 year old boy cares about. Astonishing.

Today when we learned that John has passed away, things stopped for a few hours for Taylor and I. We went about our work but cared about this man we spent little time with. We admired his work. We admired his attitude. We admired him.

Although I did not have the chance to see John much in the last few years, Taylor and I did think of him occasionally. When watching a science TV show, when the subject is insects, biology or science in general, when daring people climb tall mountains, when university life is depicted - the Pika story is retold and then someone inevitably says, "you might find it hard to believe. . . ". And we smile.

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Author: William May, MayPartners Advertising
Blog #: 0204 – 04/01/12

Reputation management in the age of online slander

By William May
Published: 06/01/11 Topics: Comments: 0

With the advent of the internet and online (often anonymous) reviews the goal of attaining and maintaining a desirable reputation for a business has changed forever. Previously it was enough to conduct a business honestly and with respect for customers, vendors, competitors and employees. But now, customers and others can post reviews of any business. Some may be legitimate but many are not.

Speech

Every American has been taught about Freedom of Speech and Freedom of the Press. Unfortunately, they have never been schooled in the heavy obligations that come with such freedoms. Journalists are drilled with these rules and taught how to behave ethically and responsibly. Consumers are unaware of the standards to which their speech or publications are subjected and the risk they take in speaking or writing badly of others.

The Press

For example, the freedom of speech is far greater than that of the Press. The reasons is that the accurate recording or memory of speech can be difficult to ascertain or understand. But even freedom of speech has its limited. speakers are not allowed to incite violence (Such as espousing hate), are not allowed to lie and cheat a non-public person, and are expected to make statements which are heart-felt and fact based.

Freedom of the Press is held to an even higher standard than Freedom of Speech. Because published or broadcast speech (including the Internet) is so widely disseminated and to people who have no other way of judging what is said about a person, journalists are expected to be more cautious about what the print. The art of journalism has been declining over recent decades with the advent of advocacy journalism, the narrowing difference between opinion and reporting and the increasingly competitive nature of television broadcasting.

The advent of online blogs and reporting have also contributed to the decline of journalism. Consumers, who often think of themselves as journalists and who seldom have an training or understand of their obligations, are anxious to become writers, editors and publishers. This is especially true because the internet provides a platform for which their little or even no cost.

Benjamin Franklin once said - freedom of the press is reserved for those who own one. While this egalitarian viewpoint can be criticized we now see that putting immense publishing power into the hands of consumers who lack standards may be just as dangerous.

Public People

Folks who voluntarily put themselves in the limelight by becoming politicians, journalists or celebrities automatically lose much of their protection from defamation or slander. By putting themselves up as someone who others are expected to talk about, by in-fact asking people to notice them, they can not then sue people for talking about them in ways that they find offensive.

Non Public People

So it is into the world of the Internet, blogs and online reviews that most business have been become the target of both well-meaning and criminal consumer writers. The act of creating reviews about a business or product is relatively new. And most recently Search Engines like Google have begun to collect and aggregate reviews making it easier for customers to find them.

In a selfish mode, most of us seem to think that reading reviews is a good thing. We can hear what other people think of that new restaurant down the street. Unfortunately this kind of review creates many risks.

• We are reading reviews posted by people we don't know, even if their logon name is visible.
• Usually the reviews are anonymous.
• The review can be written by a competitor or a past employee who was fired.
• They can be written by people with no knowledge of the product or how it compares to competitors.
• Worse, the unfair power of dishonest reviews encourages those who want to extort the company.

Customer Service

Businesses know that treating customers fairly is necessary. When consumers have legitimate problems with products or services, when something is overcharged or under delivered, good operators make amends to the customer. But what are they to do when a customer asks for far more than they deserve? When they steal from or cheat the business? What do you do if they lie and cheat in order to gain more benefits than they pay for?

That is the problem with online anonymous reviews. Businesses who do not give consumers anything and everything they dream of to ask - can be slammed by those same consumers using online websites.

Slander & Libel

The fact of speaking about someone in order to defame their reputation is called Slander. Speaking the truth is one way to avoid slandering others, but even that is not sufficient. The goal of damaging the person can turn any comment into slander. Smart people don't slander others because they can be sued and will lose.

The printing (Or broadcasting) of slander is called Libel. It is held to a higher standard. Publishers of media who print slanderous remarks can be protected so long as the corroborate that the remarks were made, that they are not hate based and that they identify the speaker. On the other hand, the speaker themselves can be found guilty of libel because they issued them.

In short, no intelligent educated person engages in slander and libel. lawyers will tell you a high level of fact finding is necessary to prove either of them in a court of law, but that is not really the case. Court's have regularly protected people from being defamed, slanders or libeled by others.

Forever and Forever

The trouble with online reviews is that they live on forever. How many of you would like to have your skills reviewed when you were 12 or 13 years old. Surely you have improved your skills greatly over the years. But with Online reviews, you will be judged based on your behavior at an early age.

Or, like a human, you may be judged by the girlfriend you dumped when you were 16years of age, and whose heart you broke. She now has the ability to malign you for the rest of your life. Businesses have the same exposure.

Dis-Reputable

When newspapers publish opinions they will only do so for people who identify themselves and whose identity can be confirmed. They won't publish slanderous or libelous material. They will allow other opinions to be published. Blogs and Reviewers - in fact - refuse to do anything of the kind.

Most websites hope to build content to build readership. Angry and extortionist reviews are embraced because we - as humans - are further motivated to read a website when its full of juicy (even if untrue) allegations. America's fascination with celebrities and the rumors that surround them prove our fascination with exaggeration even if we know they are not true.

Newspapers, magazines, radio and TV get sued frequently for mis-representation of facts, publication of innuendo and rumor. The plaintiffs often win when they prove the media or author had ignored facts and failed to corroborate and substantiated what was printed.

So why don't websites police comments and reviews posted to them? The answer is that they can not afford to. And - lucky for them - the communications decency act says they don't have to. (Don't get the word decency confuse you. The law was not written to protect websites but has been interpreted by media lawyers to do just that. Maybe one day legislative bodies will right this wrong.)

Management:

How do online reviews and website fit into the world of Slander and libel? The answer is that they are governed by the same basic rules. Speaking untruths, or speaking truths with the intent to harm others is forbidden. Common courtesy should be employed and speakers or writers should endeavor to be fair minded, courteous and restrain from unfair or misleading criticism.

Unfortunately it must be admitted that consumers simply do not understand those rules. If they did, they probably would ignore them. And with virtually anonymous postings they feel protected form the long arm of legal prosecution. And most feel that they will never be pursued for such things.

They are probably correct. Taking action against the media (website) or the writers would be an expensive process. Just finding the name of the writer might prove to be impossible. On the internet they can easily hide their tracks. Plus businesses who sue to protect themselves may be seen as bullying customers.

Acknowledge

So at this time, businesses mostly have had to admit that online reviews -even the most unfair and misleading - are here to stay and that it is too expensive to take legal action to protect themselves. Its kind of like knowing you are going to get mugged and not being able to call the police, or ever see the criminal put in jail.

But business need to take steps to protect themselves. And there are steps which can be followed in order to minimize the threat of unfair online reviews. Here are some:

Best Practices - Always operate the business by being fair and consider to customers.

Fault - If he business makes a mistake, they must admit it and take action to return the guest to their original position. That may mean offering refunds, discounts or apologies.

Overboard - Further it is sometimes necessary to give the guest far more than they deserve. Think of this as paying off a mugger for leaving you alone.

All of these steps are important however they will not solve the problem of unfair reviews. That is because an angry customer wants far more than his money back. He wants far more than the business can give him. He wants - as Shakespeare says in 'The Merchant of Venice" the customer wants his pound of flesh.

And now with the Internet he has a tool to extract that pound of flesh over and over again. And even if he is fully in the wrong.

Farming

No business will achieve 100% highly satisfied customers. And every business is exposed to customers who will harass and threaten them. In time, other consumers will begin to understand this process.

More important is that consumers may eventually learn to discern between legitimate reviews - pro and con - and illegitimate ones. Therefore, it is necessary to work diligently to "farm" good reviews from the happy customers to offset negative reviews from the crazy ones.

Unfortunately, happy customers are happy and, without an ax to grind, they seldom leave reviews - even if the business asks them to do so. The should, of course, take the time to post online reviews praising those businesses that they like and enjoy.

It is necessary to practically beg good customers to leave bonafide opinions of the business. Even that won't produce enough online reviews - we have created an electronic survey system which can be sent to guests asking for their review and rating of our company.

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Author: William May, MayPartners Advertising
Blog #: 0177 – 06/01/11

The Love of Work Well Done

By Wm. May
Published: 05/24/11 Topics: Comments: 0

Dad was a very quiet soft spoken guy who ran a truck dealership (kinda of like a car dealership). His customers loved him, his employees loved him, and no one ever quit. He grew up on a wind-swept ranch in North Dakota, went off to war and took care of his family every day thereafter.

Exactly fifty years ago, at the age of fifteen, a buddy and I helped him move to a new building and set up all of the shelving and equipment. He was so proud. That time frame seems impossible, except Dad departed this earth over 20 years ago.

After all those years, and on a whim, I recently stopped into the truck shop, and it was as if he had never left.

As I walked in, I must not have looked like the usual trucker because several parts men gave me the long look. One came out and said, "May I help you?"

I said, "Oh no, I was just looking around at the shop that I helped my Dad set up 50 years ago. And with that, he literally jumped up and down and said, "You must be Dick May's son. Hey everybody, Dick's son is here."

Although Dad retired from that store over 40 years ago, people came running and soon all work had stopped while the entire crew told me stories I had not heard. About his always positive attitude, his constant smile and his encyclopedic knowledge of everything truck. Some had never met me, but all knew the stories as if they knew him.

In return, I told them of how all those years ago when I was helping my Dad set up the store--worried about its future--that I had asked him, "Dad, how are you ever going to compete with Eckerts." Eckerts Truck Shop was the big dog competitor in town.

As usual, Dad just smiled slightly, looked around to make sure no one else could hear, kind of held his breath, looked both ways again, bent over slightly and then whispered,

"Well Billy boy, here is how it is. Here is how I see it."

"Number one, I am fairly sure I can out think them."

"But number two, I am 100% absolutely sure I can out work them."

The love of work, the love of work well done, was my Dad's secret weapon.

It was only a few years after he uttered those words (that I have now repeated hundreds of times,) that the Eckerts closed shop.

Dad's business became every trucker's favorite place to buy parts, get their rigs serviced or just stop in for coffee and see that smile, a smile that is still remembered 40 years later.

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Author: Wm. May – Truck Lover, MayPartners
Blog #: 0522 – 05/24/11