Bill's Bountiful Blog

If Jimi Hendricks, Prince, and Pavarotti Were Hawaiian

By Wm. May
Published: 05/18/20 Topics: Hawaii, Music, Self Improvement Comments: 0

Aerosmith's Steven Tyler Sings With His Uncle

This blog is not about me. But a bit of background might help. I grew up playing all kinds of music from a young age, not necessarily playing well but playing none the less.

It started with a concert level pianist mother and a father with a soaring tenor voice. I picked up a trumpet in fourth grade, met the high school band instructor and play with him for 8 years through high school.

But first there were piano and trumpet lessons and concerts with the concert band, marching band, stage band, pep band, concert orchestra and even our own little school sponsored "Tijuana Brass" imitation band called - unbelievably in 1969- the Marijuana Brass.

A the age of 13 I happened to hear some new English group called the Beatles on the radio of our tiny neighborhood store Perini's. I was hooked and started a band, then another, playing with many great musicians while we all wanted to become famous and play on the Ed Sullivan TV show.

Or at least we wanted to be swooned over by girls in the way they swooned when watching the Beatles. In 1964, at the age of 13, somehow I talked some parent into driving my bandmates and I the 100 miles to attend a Beatles concerts at the Seattle Center Coliseum.

The Beatles played in the round and the stage slowly revolved so everyone could see them. The sound equipment quality was terrible. The girls screamed so loud we could not hear the music. But we could see the magic.

I played guitar and bass in numerous rock bands and made a living at it for some years, a small living. I partnered in a sound studio, a jingle company and an advertising agency. But eventually moved on to being a fan and not a performer. It was a good run.

In the Charles Cross's biography of Seattle's rock band "Heart", Ann and Nancy Wilson revealed they too attended one of the two times the Beatles played in Seattle.

As they walked out of the concert Nancy, the younger sister, asked , "Why are they all the girls screaming?"

To which Ann said, "They all want to marry the Beatles."

Said Nancy, "We don't want to marry the Beatles, we want to be the Beatles?

And the rest is Heart rock and roll history. They became famous. I did not.

As I said, this blog isn't about me, it is only to imply that I know a little about music and I know that I achieved journeyman status at best.. Years later I stumbled upon a musician who proved it.

Hearing Uncle Willie K music on the radio in Hawaii and then seeing him perform left me flabbergasted by his talent. His skill was astounding and his versatility beyond believing. You can love music and respect the musician at the same time.

Better than all of that, he had a kind of charisma I had never seen - sheer confidence and humor. He knew he could take an audience anywhere he wanted them to go. Including his rendition of "We are the world" completed with uncanny imitations of Michael Jackson, Bruce Springsteen and Tina Turner. No body else can do that

Eric Gilliom, a versatile TV actor and Hawaiian music master, formed a "Hawaiian Super group" with Willie called Barefoot Natives. Before one show willie asked him what was the most money he had ever made doing a concert. When Eric said something like $10,000 willie sat down and said, "Let me see your $10,000 show tonight."

willie and Eric' sister the superlative Amy Hanaialii Gilliom became a couple and willie produce four award winning albums of their own brand of Hawaiian and other music. I loved the music before I knew who they were. As did every Hawaiian.

William Awihilima Kahaiali'I - willie K - grew up playing young at the knee of his father the nationally known and admired Manu Kahaiali'i. Willie was just one of 13 children, so his Dad played music 7 days a week to pay the bills, everything from jazz, blues and Hawaiian of course.

Maybe that is why he branched in so many musical directions. He idolized Jimi Hendricks and prince. That lead him to just about every other kind of music. He was famous for Christmas Carols, but also Salsa, Jazz and Reggae.

He was sought out and accompanied Mick Fleetwood of Fleet Mac, his solo chagrined Billy Idol of ZZ top, Prince praised him, Willy Nelson sang duets with him, but so did Alice Cooper. BB king invited him on stage, he sang with the Commodores and he laughed with comedian Jim Cary. Barack Obama played willie K loud during workouts. willie and Steven Tyler became best buddies.

Maybe they loved they guy because they felt a little like me - unworthy.

He was known through out the world for guitar and ukulele skills but 10 years ago at a local Hawaiian concert he baffled the audience when he dismissed the other musicians from stage, stood silent a long while and finally said, very somberly,

"I am very sad. Last week Pavarotti died. I think he and I were brothers. Tonight I will sing Nessum Dorma"

Afterward, 800 people sat silent and then jumped to their feet screaming "Hanna Hou" (encore). It was the start of many appearances with symphony's singing opera music. On a trip to Israel he brought Jewish congregations to tears by mastering the Israeli national nation.

In 2018, willie K announced that he had contracted a very aggressive cancer, but promised to keep performing as he always had, at every opportunity. His Maui Bluest fest continued each year. He took aggressive treatment but in the end he died quietly at his home May 18, 2020 surround by Ohana.

I didn’t know William Awihilima Kahaiali'I personally, and yet everyone who saw him perform knew him personally. The way it is with all great musicians and performers, they leave themselves, their skills, their personalities and souls on stage with all to see.

Upon hearing of willie's passing, Alice Cooper said it best, "Heaven will be in for one hell of a surprise. I can almost hear the thunderous applause."

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

There are so many links because of the variety. Couldn't stop myself.

KHON TV

BILLY GIBBON ZZ TOP

HAWAIIAN

BARE FOOT NATIVES

HALLELUJAH

HAVA NAGILA

NATIONAL ANTHEM

STARTING OPERA

NESSUN DORMA

O HOLY NIGHT

SOUND CHECK

WE ARE THE WORLD

KHON TV

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Author: Wm. May – Music Fan
Blog #: 0757 – 05/18/20

Hope is Not a Plan - Lodging Newsletter April 30, 2020

By Wm, May
Published: 04/30/20 Topics: Covid-19 Virus, Housekeeping, Lodging Newsletter, Yield Management Comments: 0

Several years ago the musical group Grateful Dead wrote "What a Long Strange Trip it Has Been." Little did anyone know how strange it might be.

Lodging suffered the effect of the 9/11 tragedy and the 2008 real estate depression. Now the Covid-19 pandemic is another new labyrinth to navigate.

For years, lodging management has kept getting more intricate, demanding time for previously unnecessary tasks like text messages from guests wanting early check-ins who don't have the courtesy to telephone. Emails 24/7 expecting instant response. Time to review every guest online.

Now every guests wants assurances, before booking that homes are fully sanitized and disinfected.

Of course we have been doing "Happy Hospitality Housekeeping" since our first office opened in 1964. It's nothing new. We spend hundreds of hours talking with people who are scared, rightfully so. Add counselor to our list of titles.

A wise man once said, "Hope is not a plan, but without a plan, there is little hope." Luckily our long standing contingencies and experience has allowed us to run far ahead of the competition during Covid-19.

We can not expect property owners to understand the hours and stress that the Covid pandemic has inflicted on lodging, but we can hope they appreciate our staff who have worked double time to take care of their properties and the plan to make them money as the craziness lessens.

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

Bad News - In March guests started cancelling everything, online travel agencies were over-riding cancellation policies, and governments were telling people not to go on vacation. The time to speak with every guest, to cancel bookings, and to do bookkeeping doubled the work.

Optimistic - We did not dare hope for a rebound but chose to accelerate spending on advertising, staffing, software services, website hosting, and many other costs. The phrase "All In" applies.

Good News - Plans can't predict the future, but they can predict readiness. As the onslaught of new bookings has arrived, we are again working double time to get back all the bookings that were lost.

New Rules - Advertising on hundreds of websites with differing rules required our software engineers to labor long, often overnight, to adapt functions, and to avoid guest confusion. For example, we can now put in bumper dates between bookings to allow for extra cleaning time.

In the Trenches - Every staff member is overwhelmed with related work. Housekeepers and maintenance pros are working their tails off. If homeowners have not tipped before, now is the time.

S2D2 - Our pricing algorithms (and the scientists who ride herd) received confusing signals in predicting future rates and occupancy. Competitors were plummeting prices trying to sell to guests who were not going to visit under any circumstance.

Version 3.0 - Coincidentally the latest version of our "Studied, Strategic, Dynamic, and Distribute" (S2D2) rate tools came on line in April, allowing us to react quickly to the market. Rates are moving up and down even faster than ever. No one knows what the future will yield, but our science can get owners more than their "fair share."

Late Bookings - The national trend for "Drive-To" destinations does have a downside and that is guests are not booking far ahead. Decades ago as visitors departed from their rental, they booked the following year to return. The 2008 recession shortened pre-booking, but Covid has made it skyrocket. Most guests want to go next week or the week after.

Competition - Online Travel Agents are laying off thousands of employees; 3,000 alone at Airbnb! Major management companies have fired up to 90% of their staff. One company with 2,500 homes shut down completely. Too bad for their clients they did not have a plan.

Negotiators - Now that business is picking up, every guest asks more questions and then almost everyone tries to get a discount. Americans have become like other societies where every purchase is negotiable.

Predictions - Summer is starting to fill in, but no one can predict income for the entire year and not even for the summer. We have a plan and are working on it every day. So far so good.

Amateurs - People who think about being a self-managed "Rent by Owner" never know the insane amount of labor, hours, and expertise necessary to succeed. HomeAway says it only takes 541 hours per year per house to "Do it Yourself".. Jeez.

Many RBO's have thrown in the towel or are selling their homes. We get calls for help everyday and all because we planned ahead. That is what good managers do.

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Author: Wm, May, Vortex VIP
Blog #: 0750 – 04/30/20

Sponsor: Vortex VIP – – VortexVIP.com

How Dare They Go To Work

By William May
Published: 04/20/20 Topics: Covid-19 Virus, Family, Gratitude, Health Comments: 0

Really, who the hell do they think they are?

Awakening early every morning, or even in the middle of the night. After too little sleep and too much stress, trudging to a job they love, although they admit it is difficult to love right now. How dare they go to work?

They will often spend 12-hours shifts or much longer and for days on end. Not one day off, not a moment to spend on personal things. No time with family or friends. How do they dare do that to themselves?

Some are paid very well, some paid adequately and others earn far too little. Most will receive nothing extra for the insurmountable obstacles they confront. How do they dare to work at all when others would not?

And yet, they persevere and get up and go to a job they know will be very frustrating. They know it is also rewarding, but that it will not feel that way every day. They do not dare to think about relief, at least not yet.

At the job, they will toil hour after hour, often with no time to eat or take a break. Squeezing in a bathroom break is necessary, but even that feels like wasting time. They will be confronted with thing after thing to do. Work upon work. No rest for the weary.

There will be a non-stop demand to do the difficult, the impossible and even the frightening. They won't feel up to the task all the time, but they will step up to the tasks every time. How dare they do that to themselves?

They see weeks of challenge ahead, maybe months, maybe years. They refuse to look for the finish line, because every champion runner puts one foot ahead of the other knowing it’s the only way to finish. They think about quitting, but only rarely, because quitting would make it more difficult for others. They dare not let anyone down.

As the world begins to show its gratitude for these wonderful human beings, they will still feel inadequate, because the mission is so huge and for now seemingly impossible. How dare they believe they can make it better?

These people are not necessarily glib with their words. They have no time for pontificating. They have no time to complain. They do not seek glory or even recognition. They would not dare direct any attention to themselves.

Every one of them knows the risk of physical illness, mental duress, financial hardships and family stress. They know these things, so how do they continue on? Would anyone else dare?

They dare because the task is at hand. The challenge is now. They dare not wait. They dare not fail. They will not let that happen, no matter how long it takes and no matter the personal cost. How dare they believe they are life givers?

Doctors, nurses, caregivers, counselors, therapists, pharmacists, ambulance drivers, EMTs, first-responders, administrators, janitors and every employee at every hospital, all dare to come to work - and we must all be so grateful that they do.

These people dare because they are different than most of us. Very different. Most dreamt of their career as a calling. They have always known it would be difficult, but they never dared to think it would be like this. But they did know that they could and would act in ways the rest of us cannot promise. They dare to go to work because they saves lives.

Whether you believe in God or you do not, whether you can donate to their cause or not, whether you have suffered from illness or not, it is now time to give thanks that somehow there are people like them in the world.

It is time thank them for dedication that is immense, commitment that is astounding, and for courage that is unending. How dare they?

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Author: William May, Plumbob Publishing
Blog #: 0743 – 04/20/20

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

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

How to Clean and Sanitize Vacation Rental Homes

Since our first office opened in 1964, we have been rigorously cleaning and sanitizing properties for decades. This is nothing new to us. In fact, our homes are cleaned to a degree higher than most people have at home. It has always been our commitment to have every home safe and ready for guest arrival.

Get a Real Getaway

If you need a vacation, holiday escape, spring break, fresh air and time alone, vacation rentals are the best option. Bring kids or not. Bring the family or just your spouse. Most homes are free-standing, so you can avoid crowds. Even in our condos, the homes are open corridor, so there is no need to pass through common areas, like lobbies and dark hallways.

When Guests Depart

After guests depart, housekeepers arrive at every home to clean, wipe, soak, scrub, brush, scour, mop and polish bathrooms, kitchens, bedrooms, common spaces and even decks and patios, linens, towels and surfaces. Hot tubs are disinfected. This entire process - called "out Clean" - takes many hours. Then homes are spot checked by managers to ensure good work. When departing, all staff members use bleach rags, so that even the door knob and key-safe are sanitized. Wow!

Sanitation Cleaning Products

We use a variety of products to clean, disinfect and sanitize. All are approved for high health standards. We still use bleach for some areas because it is still the gold standard for killing every kind of bug. In fact, if you enter a home immediately after housekeepers depart, for a few minutes you may detect a slight cleaning smell. That is your assurance of sanitization.

Bathroom Super Scrub

Cleaning bathrooms is not a fun task, but we carefully clean all sinks, mirrors, toilets, drawers, bathtubs and shower enclosures until they sparkle. But they have also been sprayed and later wiped with disinfectant. Soiled and unsoiled towels are removed before cleaning starts to avoid cross contamination. This is a hands-and-knees job, but housekeepers pride themselves on meticulous cleaning.

Proper Wipe Downs

You might think that spraying and wiping surfaces with disinfectant is sufficient, but it is not. Instead, disinfectant must be left on surfaces for a period of time before it is wiped away. This gives time for the liquid to kill all the germs.

- Door knobs inside and outside.

- Window switches.

- Light switches and sockets.

- Lamp switches.

- Cupboard doors and surfaces.

- Table tops including night stands.

- Appliances - top and sides.

- Counter tops.

- Reachable walls.

- Outdoor furniture.

- Stairs and deck handrails.

- Toasters and coffee makers.

- TV and other remote controls.

- Stereos and computers.

- Door bells and key safes.

- Toys and board games.

- Pet toys and blankets.

- And more.

Vacuuming, Mopping, Sweeping

Are you ever tempted to do floors fast? By slowing down the process and covering every floor surface carefully, dirt, grime and germs are removed. We keep equipment new and well maintained to get the best results. Housekeepers are never limited to cleaning hours. Instead, they are encouraged to take all the time they need to do the job right.

Kitchens and Dining Rooms

Kitchens get splattered on, baked in and used heavily. It is a big job, but to get kitchens spic-and-span is essential, from the stove to oven to refrigerator, but also microwaves, cupboards, fans and light fixtures. Cleaned inside and out. You will notice we remove condiments, such as ketchup and mustard left from prior guests, because leaving open containers violates health standards. You'll have to bring your own, but you'll know they are new and fresh.

Hot Tubs and Spas

Every hot tub is completely disinfected after each booking by trained staff members. Sand or debris is removed, filters are inspected, and chemicals are adjusted. In addition, the hot tub cove, top and side surfaces are disinfected. If you arrive to a tub that is not yet fully heated, please wait because we had to empty and refill it. Takes time to reheat.

Towels and Linens

Washing and drying linens and towels is an obvious step, be we wall all of them, even if a bed does not appear to have been slept in. They are transported to the washer-dryer using rubber gloves and laundry bags, and they are returned to beds in baskets to avoid cross contamination. Along with quality detergent, additional disinfectant is added to all washing to ensure germs are eradicated.

Deep Cleans

In addition to our rigorous out-clean, homes receive deep cleans regularly to cover hard to access areas, including heating ducts, cupboard sides and ceilings, high surfaces, fans, carpets and more. This takes many hours, and ensures the cleanest possible property.

When Guests Depart

You may notice that we do NOT as guests to do laundry or to remove linens and towels to the laundry area. We do it all to ensure that every textile has been washed and cleaned properly without dragging it through the house.

Call Us Quick: 206-504-2744

If at any time during your stay, if you find any issue, call our 24-7-365 day phone number for assistance. If necessary, our staff will happily come to the property to ensure all is right. And if you want daily cleaning, we can arrange that too, for a small additional fee.

Avoid Crowds, Stay in a Private, Vacation Home!

Year round, in every season, and no matter what is happening in the rest of the world, vacation rentals offer a respite from the rate race, a chance to get away and to enjoy a sparkling clean, sanitized home.

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Author: Ron Lee, Vortex Managers
Blog #: 0742 – 04/18/20

Can we laugh yet? - Lodging Newsletter March 31, 2020

By Wm, May
Published: 03/31/20 Topics: Covid-19 Virus, Lodging Newsletter Comments: 1

No, it is not over. No, we cannot predict when it will be over. No, we don't really know if it will be over.

But in fact, we do. This too shall pass. It is terrible and tragic, but it is also telling. That humanity rises to the occasion. Acts of kindness erupt. Humans settle in, put up, and get through it.

That is not much comfort until things begin to recover, but we must keep it in mind. This is not the end of the world, it's not the end of the economy and it's not the even the end of life as we know it.

Not long ago, on the 75th anniversary of the invasion of Iwo Jima, CBS television ran a promotional ad that said:

"Your grandfathers were ordered to Iwo Jima

You've been ordered to your couch.

Surely you can do this."

You can now save the entire human race by doing nothing. Don't screw it up. But remember, if you run out of toilet paper, life is rough.

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

STEREOTYPE: Every good disaster movie starts with governments ignoring scientists.

A GOOD DAY: You work in a bank when 2 guys come in wearing masks and you are relieved they are only there to rob you.

SPOUSE: Found a young lady sitting on my couch yesterday. Apparently she is my wife. Seems nice.

FOOD: Went to a new restaurant called "The Kitchen." No clue how this place stays in business.

CHILDREN: Although there is no school, I still wake my kids at 6AM. Revenge is sweet.

COMEDIAN: My day job assigned me to work from home. No problem, I didn't like any of those people anyway.

PHONE: On a conference call someone's dog started barking, then everyone's dog started barking, so the host had to hit global mute. Best conference call ever.

HOME: My dad and I are sharing the kitchen table to work. He is an aerospace engineer designing a new wing prototype. I am drawing a duck.

HYGIENE: I washed my hands so much, that my exam notes from 1975 reappeared on my palm.

INDUSTRY: When told that consumers were hoarding toilet paper due to the Covid-19 virus, the chairman of Charmin said, "I do not see the problem."

FAMILY: Having my children at home has helped me tolerate the isolation. My wine cellar has helped me tolerate my children.

HUMANS: There are two types of people in the world. Those who stock up on toilet paper and those who stock up on beer. Come on now, you know who you are.

HOARDING: If you need 100 rolls of toilet paper to survive a 14-day quarantine, you probably needed to see a doctor way before this virus thing.

SHOPPING: They said that a mask and gloves were enough to go to the supermarket. They lied, everyone else has clothes on.

TOUCH: If you keep a glass of wine in each hand, you will not be able to touch your face.

DOGS: My dog said, "Oh My god, you're here all day. This is the best. I can love you, see you, be with you and follow you! I love you being here so much!" My cat said: "What the hell are you still doing here?"

SMART: The science community has figured out that the spread of Coronavirus is based solely on two things. 1. How dense the population is. 2. How dense the population is.

If you don't find any of these jokes funny, we apologize. Too soon?

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Author: Wm, May, Vortex VIP
Blog #: 0749 – 03/31/20

Sponsor: Vortex VIP – – VortexVIP.com

All Travel is a Local Beehive

By William May
Published: 03/01/20 Topics: Fishing, Marketing, Restaurants Comments: 0

My memory is vivid even though it was decades ago. At age 10, I began playing little league baseball in the small town of Montesano, Washington State.

It is an idyllic place even today. The county seat and classically designed courthouse give the town the feel of financial stability. Homes and lawns are well kept and right in the middle of the town is the Nelson Baseball Field.

I dropped by yesterday during a time warp to find that nothing hand changed. The grass was green and well manicured. Local merchants had signs on the outfield fence. In the early morning, the only things missing were players, coaches and parents. I was all alone.

Winding up the road, I came to Lake Sylvia State Park and the time warp opened again. Nothing had changed in all that time. It wasn't fishing season, but I could imagine children on the bridge pulling in freshly planted trout. The beach and swimming area matched my memory precisely.

When we won little league games, the coach - my father, treated us to milk shakes at Gene's Stop and Go. They had dozens of flavors, but I never waivered. Chocolate was my one and only love. Still is.

At season end, Dad treated the family to dinner at the the Beehive Restaurant, that sat squarely in the middle of town. I remember the bright yellow sign with bees on it, the lunch counter, the waitresses so nice to small children, and the chicken-fried steak that my father ordered every time.

There are many stupendous things to see and places to go in the world. But those most loved are those that stay true to themselves. They find a good thing and tend it lovingly.

To my delight, the Beehive still sits at the same corner. Still has a lunch counter and still has smiling women who are nice to every customer. And the chicken-fried steak? Well, it was just as good as all those years ago. Fresh corn on the cob. Hand made smashed garlic potatoes.

After seeing all those big sites, visit Montesano some day to remember that local travel is always the best way to learn and share.

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Author: William May – Publisher, Plumbob Publishing
Blog #: 0740 – 03/01/20

Sponsor: Hi-Tide Resort – You can't get any closer to the beach than this. Comfy, cozy, modern condos at Hi-Tide-Resort on Moclips Beach WA State.

Sky Not Falling - Lodging Newsletter February 28th 2020

By Wm, May
Published: 02/28/20 Topics: Covid-19 Virus, Lodging Newsletter Comments: 0

You are probably receiving many emails urging everyone to follow safe procedures to slow down the COVID-19 virus. We agree of course, but someone also needs to talk about the bright future that will follow a virus named after a beer brand.

Of course I know it's not the beer, but it helps to fight the panic by calling it a beer bug.

This is not to make sport of the folks who are suffering and dying from this creepy thing. But for most people who get infected, the symptoms are going to feel like having had far too many Budweiser's.

It is said that many people will not get the virus and yet their lives have been turned upside down. Restaurant and retail workers are out of work. Public events have been postponed for months or cancelled altogether.

Some reactions to this problem are unnecessary. Hoarders don't need a years worth of toilet paper. Creepy speculators don't need to buy cases of hand sanitizer and try to foist it on others at huge markups.

There are even people in the travel world, such as Online Travel Agents (think AirBnB) who have unilaterally changed their own terms and are now allowing any guest to cancel for any reason. This helps guests but devastates hosts who have been counting on the income by holding dates for up to a year. It also cuts hours for housekeepers, maintenance staff, reservationists, and more.

We don't want to be selfish but we do want to make informed decisions. Every negative has a positive. It's difficult to believe that now, but time will tell that it holds true.

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

In Seattle we were thrust into the national news. Please tell your friends the sky is not falling and we have experience. Undesirable of course, but we learned one big lesson, this too shall pass.

We oldsters remember the day, the minute, and exactly where we stood when it was announced that President John F. Kennedy had been shot and killed in Dallas. Time stood still. We all thought we could never go on. It was our first taste of the sky falling, but we did grow older and in time the fear did pass.

On March 27, 1980 Mount Saint Helens blew its top just 98 miles south of downtown Seattle. Even from here a giant plum of smoke roared 70,000 feet into the air over our heads as if from a Faustian furnace. Ash covered Seattle and the Northwest. Cars were stranded due to ash, airplanes dare not fly. Schools were closed and people panicked. It seemed as if the sky was literally falling. But, that too did pass.

The terrorists attacks of September 11, 2001 stopped everyone in their tracks, We fretted that more hijackings would crash perhaps into our fair city. Consumers hoarded food and supplies. Our hearts bled for the victims, families, and first responders. People fled the city to hide out in the country. People panicked and for good reason thinking the sky was falling. Slowly but surely this too did pass.

Our parents generation were stunned by 9/11, but they were a bit less stunned that my generation or younger. They had lived through World War II and had seen worse, far worse.

My father in-law was a night-fighter pilot off an aircraft carrier in the South Pacific tasked with shooting down Kamikaze planes where he could often see the faces of the Japanese pilots as they died. He did not allow himself to believe he would came back alive. That generation never knew if they or their lifestyle would survive. And yet, over time memories faded, fear diluted, and this indeed did pass.

The 2008 recession dominated the world financially, stole life savings, threw people out of work, evicted home owners, caused bankruptcies, and scared everyone for years. Life savings were lost through no fault of savers. The lodging industry was brought to its knees and participants felt the sky was falling. It did not. Slowly, very slowly this too did pass.

And now today we are deep into yet another crisis that seems as daunting as past panics because its outcome and its tenure are unknown. The enemy is unseen and impersonal. Everyone wants answers which have not arrived.

For now, the path is to follow the basic hand-washing, social distancing, and other rules that will slow the virus giving the medical establishment time to react and adapt.

The vacation rental industry has a little something to offer. We offer people private vacation rental homes to get away, to really relax, to spend time in the country away from the city. Where they can walk the beach, hike the mountains and watch nature, which is paying no attention to a virus whatsoever. Traveling by car guests avoid crowds. And for all of this we have our incredible staff who still clean and sanitize homes to the Nth degree.

If these comments seem a bit too selfish, or too early, keep in mind that truly the sky is not falling. The sooner we fit the new situation into our world, the better. After all, this too shall pass.

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Author: Wm, May, Vortex VIP
Blog #: 0748 – 02/28/20

Sponsor: Vortex VIP – – VortexVIP.com

The Little Things - Lodging Newsletter January 31st, 2020

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Sponsor: Vortex VIP – – VortexVIP.com

Be Nice to People on Your Way Up

By Wm. May
Published: 01/09/20 Topics: Advertising, Business, Communications, Reputation Comments: 0

Early on, the first bigger business I ran was an advertising agency. Somehow, one of the world' largest tug and barge transportation companies hired our fledging little firm. They liked our non-stop energy and creative ideas. They wanted to hear a different vision and, boy, did they get it.

This was the time when massive oil corporations were developing the now fabled or infamous (take your pick) Alaska Pipeline, spending billions of dollars. Each spring, a flotilla of barges sailed from our city of Seattle up to the "North Slope" of Alaska, but only after the massive sea ice dissipated. Hundreds of barges, tugs and boats were involved.

Some barges were so large they required two 9,000 horse power tugs, lashed into giant slots in the barge itself, to push them from behind,. These goliaths went first in the fleet pushing the barge up and onto the ice flows (often 12 feet or more thick) and smashing them open, so other vessels could get through. Watching it was stupefying, even terrifying.

Our client secured contracts on huge swatches of the business, generating hundreds of millions of dollars. But to meet the demand, they had to stop serving their smaller clients who had been supporting the company for a century.

The North Slope project took some years, but eventually the pipeline was completed and the flotillas ceased. Some shipping to the slope was still continued, but my client's Alaska business shrank hugely.

When that happened, the tug and barge company returned to their prior small clients to again offer their services. But low and behold, those clients, who had to hustle and suffer from lack of tug services, were more than miffed.

They thumbed their noses at my client. We even attended the world's largest trade show for shipping and watched our clients be cussed out, up one side and down the other.

The company president called me one day and said, "What should I do? These people are really pissed."

So, at the grand old age of 26, my advice to him was what my truck shop managing father had told me, "Be nice to people on your way up; you'll meet the same people on your way down." But, it was too late.

In the end, in an effort to right the ship, we created advertisements, printed materials and sales training for all of their business development crews. They spent millions trying to apologize.

Business improved gradually for my client, but it took them a decade to recover. Sometimes there are business decisions which favor one client over another. It is not always possible to give everyone what they want. But remember this - People have long memories.

Unfortunately for my client, they became too selfish and self centered to realize how dropping customers to go after bigger fish would make the minnows feel. He forgot that some small fry grow into big fish and, when they do, they won't want to deal with sharks.

My client didn't have the benefit of a wise father or mentor, but instead put growth and profit ahead of people.

Maya Angelou said it best, "People will forget what you said, people will forget what you did, but people never forget how you made them feel."

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Author: Wm. May
Blog #: 0751 – 01/09/20

A Storm is Brewing - Lodging Newsletter December 31st, 2019

By Wm, May
Published: 12/31/19 Topics: Government, Lodging Newsletter, Regulations Comments: 0

In case you are unaware, there are storms brewing in the vacation rental world.

The first is the constant drumbeat of government officials to tax, regulate, or even prohibit owners from renting out their homes on a short-term basis.

Having followed the industry for many years, this is nothing new but, the drums are getting more frequent as the number of rental homes increases and as government officials see vacation rentals as a scapegoat for other problems they face.

Their lack of perspective is astounding as they try to stifle the best thing that has come to many communities in decades. Vacation Rentals create jobs and income for geographic areas where employment can be scarce.

Scaring away families who buy second homes, love the community, spend time there and then invite others to use their homes is a terrible disservice to their local economies.

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There are many political issues of more importance than Vacation Rentals, but now property owners are finding they must fight to retain the "bundle of rights, that come with real estate ownership; the rights of possession, control, exclusion, enjoyment, and disposition."

Recently, a group of officials from multiple counties met in secret to figure out how to whittle away at that bundle. They want to prohibit or regulate vacation rentals to death, using impossible requirements not required of homes in general.

Immediately after the meeting, counties began imposing moratoriums on vacation rentals, ostensibly to "study the issue." County Council members were duped. Moratoriums are often used to confront new situations, but there is nothing new about vacation rentals.

Even the founding fathers stayed in rented homes on a short-term basis. Officials who did not plan for and reasonably regulate rentals beginning decades ago were not doing their jobs.

Over time, opponents of vacation rentals have concocted many ridiculous reasons when attempting to control their neighbors' property rental rights, such as comments about too many cars, noise, septic systems or xenophobia, "I just don't want people next door that I do not know."

At one review meeting, the county Sheriff testified that there are far more problems with homes occupied by full-time owners and long-term tenants than vacation rentals. In fact, he reported, "We don't really have any problems with short-term rentals."

That is because vacation rental home owners have strong economic motivation to keep their homes in good condition, to qualify guests and to control their behavior. Failure to do so would result in bad reviews and less income.

Oblivious officials are hallucinating if they think that disallowing short-term rentals would cause second home owners to rent out their homes on an "affordable basis" to local citizens. That is an spurious idea for two reasons.

One: People buy second homes to USE THEM intermittently for family and friends, but renting long-term would prohibit them from doing so. And, two: Second homes tend to be of higher value and owners would be never rent their costly investments for cheap.

On the other hand, Vacation Rentals do help local citizens. They create jobs by bringing upscale visitors to town, where they dine out, buy groceries, require cleaning, undertake activities, and spend money that supports the local economy and jobs. That is especially true in some rural and recreational areas, where jobs are scarce and economic benefits are so greatly needed.

So this is a call to arms. If you believe that property owners should retain their bundle of rights, then watch your city and county officials very carefully, now before they can sneak in dubious regulations or prohibitions. Start lobbying them right away to educate them on what a great value vacation rentals are for your community. Go to a meeting. Tell them how wrong they are.

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Author: Wm, May, Vortex VIP
Blog #: 0717 – 12/31/19

Sponsor: Vortex VIP – – VortexVIP.com

Good Manners - Lodging Newsletter November 30th, 2019

By Wm, May
Published: 11/30/19 Topics: Behavior, Lodging Newsletter, Vortex VIP Comments: 0

Here is a story from one of our team members:

It seems the on-demand TV service had just stopped working for the sixth time in a month. When we called telephone support, the technician tried the usual fixes with no luck.

Nicely, our team member, said "Gee this is getting old, is there nothing you can do for the $200 per month I am paying for cable, internet and phone?"

The technician said, "Well you get the on demand for free so you should not be complaining."

Really? That is not only bad customer service, it's actually just plain old bad manners.

This is coming from a company who boasts of 1 Gigabyte "blazing" internet speed that, by the way, never even approaches half of that. Are there no laws requiring truth in advertising?

The seminal Emily Post book: "Etiquette, first published in 1922 is more than which fork to use at a dinner party, and more about conducting ourselves with grace and dignity.

It can be difficult to remain cool, calm , and collected especially when guests are difficult. This months article is how we affirm the people we "are trying to be," and that includes treating everyone well, especially when it is most difficult to do so.

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What a lovely, enjoyable industry we are in. Tens of thousands of guests going to thousands of unique and interesting vacation rental homes, Inns, Resorts and other specialty lodging.

They find them more comfortable and more enjoyable than those run-of-the-mill brand name hotels, which are all fancy and not very homey.

They are happy, which allows us to be happy.

Long ago, a renowned hotel operator gave a talk. No matter how well his property and people performed, he admitted there will always be a very few of those "unsatisfiable guests."

He concluded that good manners were always required, even if the other people had no manners. He had to judge staff members on their ability to always display good manners, and, he was sorry to say with guests who were disrespectful.

As we go about our duties, it is our goal to always be happy, be kind, and be cheerful. We want to treat everyone with great respect and courtesy, as if they are a long-lost best friend.

That means we try to never lose our tempers, never accuse anyone of anything, never complain and never take our stress out on anyone else.

We want to smile, and display professional, positive attitudes no matter the situation. Even when guests are overly demanding we treat them kindly. Even when the workload is overwhelming, we want to smile and persevere. We hope to always be polite.

We try not to make excuses. We don't want to blame anyone for anything. Even if we have to explain facts that are unpleasant, we try to do that with integrity. And if there are problems? Well, the best solution is to just put our heads down, work harder and be thankful for the customers to serve.

Of course, we are human and maintaining an upbeat attitude can be difficult sometimes.

We also have to be patient. Not all Romes can be built in a day, but we persevere to provide help and answers in a reasonable time frame. Demanding others to do everything immediately is a character flaw.

Rarely - when others are overbearing, rude or profane we prefer to end conversations rather than accelerate them. People who make threats, are physical or abusive may require disengagement or even outside intervention.

We can only hope to receive similar courtesy in return. It is our grand hope that we can all keep smiling and do good work for a very long time.

That is what makes being in a service business all worthwhile.

Some believe that the world is becoming more abrupt, rude and condescending, but that really is nothing new. There have always been people with bad manners, else why would Emily Post have written the book "Etiquette" almost 100 years ago.

** You can buy the 19th edition of Etiquette on Amazon. Wouldn't it be nice if everyone read it?

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Author: Wm, May, Vortex VIP
Blog #: 0714 – 11/30/19

Sponsor: Vortex VIP – – VortexVIP.com

Inch by Inch - Lodging Newsletter October 31st, 2019

By Wm, May
Published: 10/31/19 Topics: Channel Management, Lodging Newsletter, Photography, Vacation Rentals, Vortex VIP Comments: 0

Our entire mission is to have happy property owners and happy guests.

Guests are happy when the home they rent is clean, comfy, convenient, and exactly as advertised. They also expect staff to be friendly, efficient, and helpful in all cases.

Owners want their homes to be very well cared for and to make great income when away from their second home. We call it maximum income with minimum fuss.

Our approach is different than any other company or chain management operation. We offer personal service with a smile. Local staff and management who are always Johnny-on-the-spot (or Jill). Local advertising that others can't match. Plus global marketing on hundreds of websites, including the giants Airbnb, VRBO, Booking.com, and Expedia.

Personal. Local. Global.

If you are wondering how we do that so well when our competitors find it so difficult, this month's letter reveals the simple and effective method we use.

It's called "Inch-by-Inch" and we owe the philosophy to songwriter David Mallett.

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Whether building a house, a space ship or a winning basketball team, the direct and efficient way to achieve greatness is to approach projects inch-by-inch. There are no short cuts.

PEOPLE: Success starts with people. Always has. Unlike corporate lodging managers who suffer high turnover, we recruit, interview and train our wonderful people inch-by-inch. Many have been with us a great long while. We treat them well, compensate them nicely, and treat them like the customer services experts they are. People who clean toilets deserve our highest respect.

INTEGRATION: Most lodging managers limit their advertising to just a few websites because synchronizing dates, rates and descriptions, and retrieving bookings is convoluted. Initially, we were tempted to settle for incomplete software but, through an inch-by-inch review, found it necessary to author our own software. The result is the most robust lodging advertising system around.

RENTAL v. COMPLEX: The way in which availability is synched with vacation rental sites is markedly different from how hotel complexes are done. Many years before competitors, our inch-by-inch study proved that neither market could be ignored. Luckily, our custom software adapted to advertising in both, making us the only company with software that does so.

TIMESHARES: Recently, timeshare resort operators have fallen on hard times as they suffer from "aging properties and aging owners." Dates go unused while expenses go ever upward. After being contacted by one resort manager, we determined that guests are happy to rent those homes and, inch-by-inch, adapted our software and systems to market those properties far wider than ever before. Now, more resorts are joining us because we are the only people who can solve their problem.

PHOTOGRAPHY: By far the most important factor to increasing bookings is to have fabulous photos. Fifteen years ago, a search led us to the then newly invented High Dynamic Range Photography. HDR is not the HD of your TV. We studied inch-by-inch the very few people doing HDR, interviewed a dozen photographers, and hired the very best person.

RESERVATIONS: Long ago, we wanted to work 5 or maybe 6 days a week, but the Internet convinces guests that every business should be open long hours every day of the year, and have 24/7 help. Inch-by-inch, we have expanded guest and owner service times to meet that need.

FLOOR PLANS: Decades ago, we wanted property floor plans that guests could use to figure out where Grandma sleeps, which kids get bunks, and how mom and dad can get a private bedroom. However, owners seldom had construction plans and the cost of surveying each home was prohibitive. Inch-by-inch, enables us to examine every way to meet the need. Today, we produce customized, accurate "Water Color" floor plans for every home. No one else has figured it out.

ELECTRONIC SIGNATURES: Recently, one of those corporate vacation rental managers crowed that they had just added electronic signatures into their software to ensure valid bookings. We had a good laugh. Nine years ago, our software team pleaded with a major e-sig company to get the computer code and, inch-by-inch, we built, what the vendor called, the first e-signatures in the lodging industry.

All of these little inch-by-inch steps and hundreds of others, benefit guests and owners alike. They prove that consistency, dedication and perseverance always produce good results.

Maine song writer David Mallett said it best "inch by inch, row by row, my garden grows."

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Author: Wm, May, Vortex VIP
Blog #: 0712 – 10/31/19

Sponsor: Vortex VIP – – VortexVIP.com

Sneaky Band Instructor Steals the Show

By Wm. May
Published: 10/14/19 Topics: Aberdeen Washington, Education, Music, People, Self Improvement Comments: 0

Doc Sevrinsen

I had some amazing music teachers in my life as a student.

A year ago, while searching for a high school teacher to attend our 9th reunion (which sounds so much better than our 50th year reunion) I found that my high school band instructor, Mr. Hampton Wines, was still alive at 94.

 

Online, I concluded he lived at the same address. After telephoning his number repeatedly with no answer, I finally knocked on his door and was delighted to find him there and robust as ever.

 

We spent two hours reliving the past. He had memories of me that I did not remember, which made me feel special and appreciated, but in further stories, he remembered every student I could name and many I no longer remembered. He knew who was a good musician, who played flat, and those who were late to rehearsals.

 

For 50 years, I had waited to ask a question. I thought I remembered that the junior high band instructor visited our grade school in an attempt to teach 4th graders to play instruments, such as the heavy brass trumpet I was assigned and was so proud of.

 

But did I remember correctly that there was another mysterious man who occasionally attended rehearsal (such as it was) and stood at the back listening intently? "Was that you by any chance?" I ventured.

 

"Of course, it was me, looking for talent to groom." he insisted. "If football coaches can recruit, so can I. I lost many kids to football, but I got most of the good ones."

 

It must have paid off. Under my relentless questioning, he admitted that in 42 years of annual high school band competitions, his bands always achieved a "Superior" rating, and in fact, he admitted to never receiving anything less than a perfect score.

 

"Is that true? How is that possible?" I asked. He answered with a laugh and the old cliché, "How do you get to Carnegie Hall?

 

"Practice. Practice. Practice."

 

Very distinctly, I remember sitting in the rehearsal room, as he taught, picking apart every error and begrudgingly giving compliments for every well-done passage. I can hear it now as he picked me out of the 60-member band, stopped the tune, and said:

 

"Mr. May, that is a B and not a B flat. Ok, everyone, go again everyone, third page, top line."

 

It seems Mr. Wines followed the Henry Ford method of "No blame. No shame. Just fix it."

 

My memory of the band's quality has proof. As a sophomore, the band recorded an entire album when having tape recording technology was rare. Band, stage band, orchestra, and all with guest soloist Doc Severinson, then the longstanding band leader for the NBC TV network's Tonight Show. A very big deal.

 

"How did you get him to come to our little out of the way town?" I asked.

 

"I made telephone calls until, eventually, I got him on the phone and invited him to come. He came. And he was very impressed with your musician classmates."

 

In addition to the Beatles and other rock and roll bands we loved in high school, a novelty group called the "Tijuana Brass" had hit after hit on the radio.

 

To show how naïve the world was in my sophomore year of 1967, the name of our school-sanctioned, seven-piece band was "The Marijuana Brass." By my junior year, the principal had caught on and changed it to "The MJB's."

 

In my senior year, I dropped out of band to spend full time playing guitar and bass in a rock and roll band that traveled every weekend.

 

"It hurt me when anyone quit band, such a waste," he said. In 42 years, he must have taught thousands of kids. How could he remember me?

 

Like so many teachers, his example, his influence have never left me. I haven't played music in a very long time, although I now own all the guitars I could not afford as a kid. Music is central to my soul, to how I think, to what I consider beautiful.

 

And, in other endeavors, I am never sure if I have ever achieved anything, but I am sure I always practice, practice, practice to know the music precisely, play on key, and perform as you mean it. Damn him.

 

"Practice. Practice. Practice."

 

And at age 94, he still gets up early to practice the trumpet for an hour before he plays the piano for an hour and then drives himself to church. He misses his wife, who died a few years ago. His son and daughter are successes in life, as are his grandchildren. But, of course, they are.

 

On the day of the reunion, Mr. Wines was not feeling well enough to attend, but he did arrange to have the current high school marching band attend in full uniform. Although he has not been the band instructor for many years, his legacy remains. They were fabulous.

 

The band knew the music precisely, played on key, and performed as they meant it, as expected.

 

You can support teachers like Mr. Wines and students by contributing to the "Hampton Wines Scholarship." at https://www.gh-cf.org/hr-wines-scholarship/

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Author: Wm. May – Lapsed Musician
Blog #: 0789 – 10/14/19

What Guests Want - Lodging Newsletter September 30th, 2019

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

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

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

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

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

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

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

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

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

WHAT WE DO

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

WHAT YOU DO

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

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

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

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

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

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

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

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

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

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

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

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

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

Sponsor: Vortex VIP – – VortexVIP.com

Dispatch Magic - Lodging Newsletter August 31st, 2019

By Wm, May
Published: 08/31/19 Topics: Lodging Newsletter, Vacation Rentals, Vortex VIP Comments: 0

After a high flying summer filled with non-stop guests, cleans, questions, maintenance, repetitious housekeeping, and services; we must admit it’s been a blast. After a quick deep breath we are still running on all cylinders.

I went to a convenience store one day at almost midnight, and was surprised to find the clerk locking up, and turning off the lights, ready to head home.

I said, "Hey, what's the deal? Your sign says open 24 hours a day!"

"Yes", said the clerk, "But not in a row, you moron!"

Ah ha, that's the vacation rental industry too - a 24/7 career that needs hands-on, non-stop attention. Guests demand it and we provide it to properties. Of course, we need a day off every now and then.

If you called or emailed us this summer only to find that we were out handling business, or getting a days respite from our 80 hour work weeks, this letter will give you a better idea why.

Owners hire us to take care of properties, advertise like crazy, talk incessantly on the phone, and generate lots of money for them especially during the high seasons.

So in this months letter, how about we provide tips on how to help us help you for the best possible outcome.

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Help us help you by reading the ins and outs of what has become a very intricate intense industry.

BUSINESS: Once your home starts renting it becomes a bonafide business. Expect to make business decisions not personal ones, such as allowing your manager to manage and spend their time running the business more than talking about it.

HELP DESK: Call our main phone number with questions or requests. You will be tempted to contact your manager directly, but calling the help desk ensures requests are forwarded to the best person to handle what you need, even if your manager is off duty.

PHONE: Although you may love texting or emailing, we respectfully require owners to telephone the help desk instead. We are open long hours everyday of the year. After hours, you can leave a message that will be heard the next day. If you have a real emergency, there is a phone option to reach a real, live human being.

PRIORITY: Less urgent requests will have to be started after we've tended to the duties you hired us to do. We like talking with owners, when it does not slow down our work for you.

SCHEDULES: The never ending pace of managing leaves little time for less urgent matters, so please allow us to respond or act on non-management requests as time permits. Please be patient.

CRY WOLF: Sorry to say, but not every request is an emergency. If it is truly urgent just say so, but if its routine or - dare I say even unimportant - please allow us to get to it after we take care of your business.

BLOCKS: Be sure to block out dates you want early and unblock them if things change. We get paid by hustling for bookings and we want to send you the most money. You can log-on to block dates yourself, or call the help desk anytime.

EDUCATION: We want every owner to be well informed and will keep you posted with letters like this, but unless you have years to study this pesky career, accepting our experienced judgment is the top way to profit.

SUPPLY & DEMAND: As more guests discover vacation rentals, more homes enter the market. Supply and demand can ebb and flow. There is no guarantee of success but allowing us to focus on your rental business increases your chance of success.

THANKS: Nah, there is no need to compliment the staff, but as our hero Coach Fred Crowell says, "Encouragement is like oxygen." You can't live without it and neither can we. Being thankful for all the good things, earns the right to questions anything that sounds wrong. We will remember to reciprocate.

MESSENGER: Whatever arises with your rental, we will take care of details and not interrupt you with minor issues. Should it be necessary to call your with unpleasant things, please don't shoot the messenger. That just makes it more difficult to help.

So, are these tips a little selfish on our part? Does all of this make sense? It's all with the intent of providing tip-top property service and the best income for your property.

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Author: Wm, May, Vortex VIP
Blog #: 0684 – 08/31/19

Sponsor: Vortex VIP – – VortexVIP.com

Bringing News - Lodging Newsletter July 31st, 2019

By Wm, May
Published: 07/31/19 Topics: Lodging Newsletter, Vacation Rentals, Vortex VIP Comments: 0

It is difficult to tell people things they don't want to hear.

Doctors don't want to give diagnosis of disease. Bankers don't want to say your account is overdrawn. Your kids don't want to say you are getting older.

In lodging management, sometimes we have to tell clients how the industry works. With the pace of change in this quirky industry, sometimes we have to call up and say something has changed.

So this letter is to summarize some of the changes to the lodging industry that you just might not know about.

In fact, the marketplace is growing, owners are making more money, more guests are enjoying homes and management is becoming more scientific, more predictable and more fun.

It's also more work, but that has always been the case.

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It's not bad news, usually it's good news, but it's always news.

BUSINESS: Every home that becomes a vacation rental becomes a business. They create income for property owners, but demand time and attention. We offer maximum income with minimum fuss. We invest the time and send profits to owners. Hundreds of methods are applied to make that happen, in ways no other manager does, and in ways do-it-yourself owners can't match. We treat it like a business.

NET INCOME: Owners have two goals (A) Keep the home in good condition (B) Send them maximum net income. That may require some owners to change their thinking. Presumptions don't help, inflexibility doesn't work, and failure to adjust to constant industry changes risks low income. Rely on us to avoid those problems.

PERISHABLE INVENTORY: At midnight every day a home which has not been rented becomes worthless for income. Grocery stores understand that some inventory, such as produce, is perishable and must be discarded if not sold. The manager's job is to book every night at the highest rate, and sometimes at a modest rate rather than to produce no income for the owner.

SCIENCE: We use sophisticated Yield Management techniques that employ Dynamic Rates. Every owner is delighted to see super high rates at the super popular times. But it also means medium rates during shoulder seasons, and low rates in slow seasons. Rates must change based on supply and demand. We don't set rates, the market sets rates.

PRIDE: Some owners are delighted to see big rates and slighted to see low rates often proclaiming "My house is worth more than everyone else's!" Pride of ownership is understandable, but don't let pride empty your pocket book. Allow your manager to employ the science.

NEGOTIATIONS: Since the recession, Americans have became hagglers. Decades ago we all laughed at those silly European or Asian countries where bargaining was everywhere. Today we have become them. Good managers never regret travelers who want deals, but work to turn every possible customer into a happy paying customer.

MAINTENANCE: Every home ages over time. Second homes age about the same. Renting does not accelerate routine repairs and maintenance, but it does enforce the need. Guests have come to demand properly managed homes and hospitality grade cleaning. Good managers provide basic maintenance for affordable rates not to line their pockets, but to avoid guest refunds and credits.

REVIEWS: With the advent of the internet, every business gets reviewed, sliced, and diced online. No matter the quality of a home, owners must be prepared to see negatives online. Plus legitimate complaints (such as a failed water heater) must be fixed fast to avoid reputation assassination. Your manager should be praised for taking swift action to protect owner income, even if there is a cost.

OBSERVATION: Housekeepers and managers keep an eye on every home, but no one can memorize the interior of multiple homes They might not notice a missing throw rug, a pot, pan or hand towel. Guest theft is very rare, damages are uncommon, but as a business it does happen. Your manager can attempt to assess the guest or charge damages to deposit insurance. If that is not possible, it becomes a cost of doing business for the property.

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Author: Wm, May, Vortex VIP
Blog #: 0682 – 07/31/19

Sponsor: Vortex VIP – – VortexVIP.com

Surprising Internet - Lodging Newsletter June 30th, 2019

By Wm, May
Published: 06/30/19 Topics: Lodging Newsletter, Online Travel Agents (OTAs), Search Engines (Google, Bing, Safari), Vacation Rentals, Vortex VIP Comments: 0

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Author: Wm, May, Vortex VIP
Blog #: 0676 – 06/30/19

Sponsor: Vortex VIP – – VortexVIP.com

Quick Tips - Lodging Newsletter May 31st, 2019

By Wm, May
Published: 05/31/19 Topics: Lodging Newsletter, Vacation Rentals, Vortex VIP Comments: 0

We love to talk with property owners and other people about our craft. In fact we encourage questions and education.

However explaining what we do has risks because, we never know if the owner just wants the short simple answer that we have spent decades mastering.

Or do they want to learn the details, the minutiae of how we arrived at the answer, what other facts were considered, and how we reached our conclusion.

Sometimes they want to know the policies, procedures and standards we have devised to master a topic. Sometimes they want to suggest alternatives or new ideas.

Our success has stemmed from grabbing good ideas wherever we find them, and quickly adapting to changes and improvements; but in explaining it all we try to avoid the "pocket watch" syndrome.

When you ask the time do you just want to know (1) the hour and minute? Or (2) do you want to know how the watch was designed, manufactured, assembled, and how it works?

This month's letter takes the first approach as we jot down some of the repetitious questions we get with the simple answers that we know to be true.

Here are yes/no questions you might want to know.

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- How many hours does it take to self manage? Experts say 520 hours per year.

- Will I make more money self-managing? No.

- Why would I self manage? You need an unpaid hobby.

- Should I limit occupancy in my place? Absolutely.

- What produces the most bookings? Advertising on hundreds of websites.

- Should every home have its own website? Yes, and we provide that.

- Why are your photos so spectacular? Expert photographers using HDR.

- Why are 3D tours used? Guests want to see what they are renting.

- Why do you work 24-7? If not you would make less money.

- Who pays for guest cleanings? The guest does.

- How many sets of towels-linens do I need? At least 2, preferably 3.

- Will towels and linens wear out? Yes, over time.

- Who does deep cleaning? We do or owners do, at their choice.

- Can I just use part of your services? Yes, we offer full-service or a-la-carte.

- If I put in a hot tub, will I make more money? Yes, much more.

- Is a hot tub cleaning fee charged? Yes.

- Will allowing dogs get more bookings? Yes, more bookings & higher rates

- Should cats be allowed? Never.

- Should a dog cleaning fee be charged? Yes.

- Will I make more money if I handle advertising myself? No.

- How do I find a good cheap housekeeper? You can't.

- Are background checks performed on housekeepers? We do them on all staff.

- Do your staff members receive training? Yes and on a continuing basis.

- Can you help me furnish my home. Yes, we know what works.

- What happens if there is damage? We require guest damage insurance.

- If I sell my house, must future bookings be honored? Yes.

- Who pays the credit card costs? The guest does.

- What rates should I charge? Rates must be very dynamic.

- Do guests call after hours for services? Yes, and we answer them all.

- Can I fill my house by using AirBnB? It’s good, but not enough.

- Do VRBO, AirBnB, etc. charge commissions? Yes.

- How can I avoid them? You can not, but we can minimize them.

- Why do you advertise on those "Online Travel Agents"? They make you money.

- Do you mark-up rates, to cover OTA fees? Yes.

- Can I cancel bookings after guests make them? No.

- What happens if I do cancel bookings? Your home could get blacklisted.

- Do you collect and pay lodging taxes? Yes.

- Why are lodging taxes not shown on my statement? They belong to the state.

- Can guests request a "Chargeback" on credit cards? Yes.

- Do they need a good reason? No.

- Do you try to reverse those? Always.

- Are reversals successful? Usually, but not always.

- Must I get a permit to rent? In some areas, but not most places.

- Do I need special rental insurance? Yes. We can recommend agents.

- How do guests get into my rental? Keysafes, electronic locks, or front desk.

- Do you have more answers? Boy do we. Thousands.

- Do owners need to learn it all? No, we'll do all the work. Just ask.

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Author: Wm, May, Vortex VIP
Blog #: 0671 – 05/31/19

Sponsor: Vortex VIP – – VortexVIP.com

Who Owns Your Property? - Lodging Newsletter April 30th, 2019

By Wm, May
Published: 04/30/19 Topics: Lodging Newsletter, Vacation Rentals, Vortex VIP Comments: 0

So who owns your property really? The answer may surprise you.

Vacation Rentals have been around forever, going back in time even longer than hotels. Did you know that Thomas Jefferson rented a vacation rental when he wrote the Declaration of Independence? Of course, they weren't called that then, but people often rented private homes for short stays.

The operation and growth of lodging has gone through many, many changes over the years but it has only been since the advent of the Internet that the pace has skyrocketed.

Recently, we saw a small condominium building and a remote resort hire one of those out-of-town national lodging companies to manage their rentals. Unfortunately both property owners allowed that company to take advantage of them by dropping their brand name and coopting guest relations for themselves.

This month we'll emphasize why owners should care about owning the operations, reputation, and marketing for their homes; and how our a-la-carte programs allow owners to do just that by deciding how they want their property managed.

One size does not fit all.

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Owners of every Inn, Resort and Vacation Rental work to offer unique and wonderful properties and when they hire a management firm a big question is "Does that manager promote themselves or do they focus on the property?"

We are proud of our company and staff members who work so diligently for owners. We offer the best of both worlds - local management businesses that provide stellar hands on assistance, with a back-office of advertising, marketing, reservations, and accounting that the big guys can't match.

Everyone in the industry needs to admit that first-time guests pick the property and not the manager. Property owners should be wary of the big-mouthed management companies who take center stage at the expense of their personal homes visibility.

Of course guests demand that homes to be hospitality clean, that services be instantly available and that their trip be hassle free. Only local on-site business management owners meet those goals and provide long-term continuity that returning guests cite repeatedly as to why they book again and again through us.

Online Travel Agents such as Airbnb, VRBO, Expedia, and others act like giant catalogues making it easy for guests to browse and pick the very best home for their needs. While other managers list homes on a few OTAs, we advertise every home on hundreds because, to do anything less, would decrease demand, lower rates, and result in less income to owners.

Even within those mammoth OTAs, properties that we market stand out with more and better creative techniques than anyone else.

Yes, those steps cost us more, but we are able to so while charging clients less because we are small, nimble and industrious. No one can match our "Perfect Touch: Dynamic range photos, walk through 3D tours, color floor plans, brand names, logos, and graphics.

To offset some of the OTA costs, our content heavy regional websites attract guests who book directly with us. We also build regional tourism websites, plus we create an impressive e-commerce website for every home and property.

For Inns and Resorts, we retain their brand name by building sumptuous websites that feature them and them alone. They keep their reputation and brand name, we just help operate it behind the scenes.

Most important, we go the extra mile with all of those tasks to promote every home first to guests, and to only take the stage when the guest wants to know that we are reliable, trustworthy, and helpful.

Our first office opened in 1964 so our locations are staffed with long tenured professional adults. To these wonderful people, long ago we have added website wizards, deft database programmers, agile advertising people, adroit accountants, and happy reservation pros.

Our goal is very simple - to help every owner achieve maximum income with minimum fuss. We do that with full-service programs or a-la-carte fitting our service to what owners want and need. All because the needs of the property must come first.

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Author: Wm, May, Vortex VIP
Blog #: 0664 – 04/30/19

Sponsor: Vortex VIP – – VortexVIP.com

Rates & Pricing - Lodging Newsletter March 31st, 2019

By Wm. May
Published: 03/31/19 Topics: Lodging Newsletter, Vacation Rentals, Vortex VIP Comments: 0

Everyone aggress that the very best reason for buying a second home is to love it, to bring family and friends to a favorite place, and for everyone to enjoy themselves.

The internet has made another trend possible, and that is for everyone to make better use of their assets.

For example, instead of owning a car that sits parked most of the time, you can share one (so to speak) with your Uber driver only when you need it. If you own a vacation rental home, you can earn money from it when you are not there.

The high mucky mucks of finance would call this "asset utilization" with the acknowledgement that achieving better utilization is always the goal.

Many people jump into vacation rentals with the misconception that the simple way to get maximum income is to set the highest rates. Unfortunately, setting rates has become a strange amalgam of art and science.

So this month, we will dip into the arcane area of rates and pricing.

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- Who sets the rate, the owner or the manager?

- What would the nightly rate be for my home?

- How many nights will it rent?

In the simplest form, answering those questions may sound a bit too glib. "No one sets the rate. The market sets the rate". or "The number of nights will be dictated by the rate."

This does not mean that rates must be low because that leaves money on the table, but setting rates too high on some dates will cause occupancy to crash. The only technique that works is to charge the "very right" price for every day of the year. That is easier said than done. Here is how we go about that process.

DYNAMIC PRICING - The use of seasonal rates has been around forever, albeit in a rudimentary fashion. Set high season rates higher and low season rates low, weekend rates higher than mid week. With dynamic pricing, different rates can be set every day of the year. Rates may need to be adjusted frequently, sometimes as often as daily.

EXACT INSIGHTS - Third party research services sample millions of units every day of the year, for many months or years in advance, querying billions of points of data daily. This reveals what competitors are doing as well as global, regional and local trends. IT builds a graph of price short term and long term to visualize trends and pick optimum yield.

LOCALIZED STRATEGY - Globally based managers get lost in the details and seldom know local events that allow us to tweak prices for better rates and occupancy. Combined with dynamic rates even changes of 5 to 10% can yield more income to owners.

PERSONALIZED STRATEGY - Even within a geographic market, there are rate differences between homes. Luxurious places get higher rates, but there are guests for every type of property. This is done by determining the relationship between homes, those we manage and those we do not.

UPGRADES: Should owners change amenities, add a hot tub or make other improvements, we must revise photos, descriptions, and then anticipate up ticks to capture more income quicker.

OWNER GOALS: Generally rates are within fairly narrow ranges and when science is employed, every home produces more net income than before. Our job is to find the sweet spots between "supply and demand."

We start with the premise that every owner wants to achieve the maximum net income for their property. We understand that some owners present ulterior motives. Some feel they must have a higher rather than a neighbor feeling that their home is superior, or they set a "Rock Bottom" rate that is so high those cut down the number of bookings.

Our approach is more scientific than local competitors and more intricate than the national firms can deduce. The goals is to have the right price every night, and to have it every night in advance, to attract early and late bookers alike.

Clients should buy a second home because they will love and use it. Now with our efficient pricing tools and daily attention to rates and occupancy, they will get the highest asset utilization for the days they do not use the home.

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Author: Wm. May, Vortex VIP
Blog #: 0658 – 03/31/19

Sponsor: Vortex VIP – – VortexVIP.com