Bill's Bountiful Blog

Happiness - Lodging Newsletter September 30th 2018

By Wm. May
Published: 12/23/18 Topics: Education, Employment, Lodging Newsletter, People, Reputation Comments: 0

Don’t you just love positive people? How about people who always have a smile on their face?

There are people who rise to every occasion, no matter the obstacles. They are indeed a rare group. However, there is an even more unusual set of people: those who take on all challenges, who work hard dealing with difficult people yet still manage a genuine grin regardless of the circumstances.

We are truly lucky to have an entire staff of people just like that.

We are in the business of making guests and property owners happy. The only way to do that is to never lose our tempers, never hide from responsibility, to empathize with others, to go the extra mile and - most importantly - to smile every day as appreciation for all we have and all we do.

Therefore, this month the update message is special. Go ahead and sing the tune on the next page. You'll be amazed at how happy it makes you (us too)!

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Today's world is full of negativity, aspersions, and personal attacks. This is nothing new. There have always been negative people but there has also always been some people, a smaller number, who always manage to remain positive.

We strive to be the latter.

We must admit we have no secret methods, no genius insights and can not presume to tell others what do to. Instead, we spend every day striving to be kind and courteous and upbeat.

A good place to start is here. Just sing it out loud. Feel free to dance a little too.

If you're positive and you like it, be kind today (kind today)

If you're positive and you like it, be kind today (kind today)

If you’re positive and you like it, your smile will greatly show it

If you're positive and you like it, be kind today (kind today)

If you're positive and you like it, laugh and grin (laugh and grin)

If you're positive and you like it, laugh and grin (laugh and grin)

If you’re positive and you like it, your smile will greatly show it

If you're positive and you like it, laugh and grin (laugh and grin)

If you're positive and you like it, it comes around (comes round)

If you're positive and you like it, it comes around (comes round)

If you’re positive and you like it, your smile will greatly show it

If you're positive and you like it, it comes around (comes round)

If you're positive and you like it, admit all three (kind today, laugh and grin, comes round)

If you're positive and you like it, admit all three (kind today, laugh and grin, comes round)

If you’re positive and you like it, your smile will greatly show it

If you're positive and you like it, admit all three (kind today, laugh and grin, comes round)

- - - - -

It is theorized that the song "If You're Happy" originated from the tune "Molodejnaya", a song from the 1938 Soviet musical film Volga-Volga. Though it was copyrighted by Joseph Guilherme Raposo, best known for his work on the children's television series Sesame Street.

How can we not smile knowing things like this?

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Author: Wm. May, Vortex VIP
Blog #: 0626 – 12/23/18

Sponsor: Vortex VIP – – VortexVIP.com

Vacation Rental Psychology - Lodging Newsletter October 31st, 2018

By Wm. May
Published: 12/23/18 Topics: Advertising, Lodging Newsletter Comments: 0

Not everyone is as big of a rabid reader of vacation rental industry news as we are. In fact, I hope you are doing more recreational reading than business reading!

A regular review of vacation rental news, blogs, and forums might lead someone to think that our industry is all about technology, websites, dynamic pricing, online travel agents and many other topics. We have to admit that these devour huge amounts of our time because they do indeed affect inquiries, bookings, and maximum net income for owners.

But, hidden in all of those disciplines is a topic seldom reported on, and that is the psychology that controls why consumers buy things, why they prefer one over another, how they evaluate price versus quality, and how to help get more bookings than the competition.

This is not really rocket science stuff, but our staff has been advertising experts for decades - long before most of them even entered this industry. They were schooled in marketing and advertising, and have the ability to speak to prospective guests in ways that the giant corporate managers have never embraced.

So this month, we have a short primer on how psychology affects vacation rentals.

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Why would Budweiser Beer buy a half dozen ads in the Super Bowl broadcast for about $5 million dollars each? Most viewers watch the entire game, wouldn't just one ad be enough? Is Budweiser stupid?

Nah, executives at this dominating brand know that people forget. They don't always fully retain what they are told and are sometimes reluctant to believe a message.

All advertising requires "reach and frequency" which means properties must be advertised on hundreds of websites of various types - Online Travel Agencies (think VRBO, Airbnb,, etc.), hotel-type websites (think Expedia and Hotels.com), and even consumer-oriented websites such as Trip Advisor.

If your manager is not operating an individual website for every home and each local management office, if they're not using email newsletters, local tourism websites, search engine pay-per-click, and even Craigslist, then they are failing to reach enough consumers and in enough ways.

But the internet ties our hands - many websites are demanding that rentals become commodities. They are very much like newspaper classifieds. They limit space and writing creativity. Some remove property names for fear that guests will "go around" them and book directly.

Smart managers know that they must have a name for every home, use floor plans, and include calls to action. This includes indicating when homes are new to renting and why renting today is urgent. -- "Buy Today!"

Giant hotel chains have promoted uniformity and consistency, but that has made them especially vulnerable to recreational guests who have always subconsciously wanted to "build memories." It's impossible to do that when every product looks the same. But it's easy for vacation rental managers (like us), who offer unique homes, unusual locations, and personalized attention.

Giant managers fail to deliver on the latter end because their focus is to increase their percentage of rental income, cut personnel, cut costs and to deliver undeserved profits to their venture capital backers.

Small local managers on the other hand, provide personality and the kind of service that the big guys fail at. We speak to guests personally. If and when they call back, they can speak to the same person. When they contact us late at night, they get a sympathetic voice that's anxious to help.

Giant companies have hundreds and even thousands of complaints. Local companies have almost none. This fact alone reveals flaws in the "I am bigger and better" myth.

Technology has progressed, so that localized vacation rental management companies like ours employ all of the same big-time marketing tools that the corporate managers trumpet - such as instant bookings, wide advertising, electronic integration and dynamic pricing. But, we offer even more with local marketing, local contacts and local long-tenured staff who are fixated on helping guests build memories.

We use the psychology of vacation rentals to match the needs and wants of guests We not only match, but also exceed the technical capabilities of those complaint-ridden giant firms. In short, we market globally but manage locally in ways that the institutionalized managers can not.

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Author: Wm. May, Vortex VIP
Blog #: 0627 – 12/23/18

Sponsor: Vortex VIP – – VortexVIP.com

Annie Get Your Gun - Lodging Newsletter June 30th 2018

By Wm, May
Published: 09/27/18 Topics: Lodging Newsletter Comments: 0

I apologizzzzzze that this lettttttter is late this mooonth, but we are working hard makkking enough mooooney for property ooooowners and so we can afffford new keyyyyboards.

Ok, down to business. It is summer. It is sizzzzzzling and not just the heat. Guests are on the move better than before the big recession. More questions, more interest and more bookings.

Of course, our always fast moving advertising, marketing, sales and reservation experts are innovating new creative ideas to entice guests to stay. OK, we have to admit that is more important than the weather.

Big corporate vacation rental managers are pushing their venture capital hungry agendas but we know what you want, and we give it to you. We have everything they have and more.

In 1950 the Broadway musical "Annie Get Your Gun", the heroine Annie sang it best (paraphrased) with the song "Anything they can do, we can do better."

To see the proof, call to get our side-by-side checklist comparing everything we do, and everything they are missing. They are too far away, waste money on the wrong things and must feed their venture capital masters.

We live right here, we work right here, and we work day and night to offer property owners more. And they would drool to have our tech-enabled advertising. As Annie said, "Yes we can, yes we can, yes we can".

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With the sun beating down, it's time to repeat some of the funny, wacky, crazy and just plain perplexing things we hear in the lodging industry. (We make none of this up.)

GUEST: I am very unhappy, I found a piece of tinfoil behind the built-in microwave. Can someone come over immediately, it's an emergency.

OWNER: I want you to manage my house so I can make some money, but I don't really want anyone to be in the house. So could you just book it to people who are unlikely to arrive?

NEIGHBOR: I am very unhappy that your visitors brought a car. Couldn’t they just park in town and walk here? It's only 4 miles and I used to walk that far when I was younger.

STAFFER: I love this job so much I would work for free if I could afford it, but then I couldn’t pay my mortgage, and my husband would leave me, and - never mind please do pay me.

GUEST: I see there is a notice in the house about a burn ban, but would it be OK if we just had a small campfire for an hour or two? The kids have never had s'mores. Pretty please?

OWNER: We are thinking of remodeling the house this summer. Do you think guests will mind if there is hammering and sawing most week days? It won’t start until 7AM.

MAYOR We love the taxes that tourism brings in and just wish there were not so any visitors.

HOT TUB CLEANER: What do people do in these tubs?

GUEST: Do you think we can get into the house a bit early, like maybe 10AM? But we could wait until 11 if the housekeepers can’t get it clean by then.

ROAD CREW: Yeah, I gotta admit we kinda like to close the road in the middle of tourist season. It sucks that people get to go on vacation while we have to work.

COMPETITOR: How do you guys get the houses so clean, most days we can’t even get our people to show up for work?

RESTAURANT OWNER: I hate that the hotels offer free breakfast, it's killing our business.

CHAMBER OFFICIAL: We stopped the motorcycle rally because of the noise, now the motorcycle people take their business elsewhere. How can we get them back?

BOSS: Hey, Summer is when we make tourism money so keep it up. You can sleep after Labor Day.

- - - - - - - - - - - - -

A special thank you to the housekeepers running so fast to make owners and guests happy. Thank you to owners for understanding when we are sometimes too busy to talk much. Thank you to the office people for gluing phones to their ears and computers to their eyes. We will all sleep after Labor Day.

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Author: Wm, May, Vortex VIP
Blog #: 0607 – 09/27/18

Sponsor: Vortex VIP – – VortexVIP.com

Incestuous OTA - Lodging Newsletter July 31st 2018

By Wm,May
Published: 07/31/18 Topics: Lodging Newsletter Comments: 0

Guests have an idea of what vacation rentals are like, how they are booked, and what they expect.

Property owners have their own idea of how their home will be administered and how guests will behave.

Giant rental listing websites spend billions on search engines and intervene in guest relations.

Industry pundits espouse advice on a great many aspects and each have their own take on the industry.

All of these people are right and all of them are wrong, because they seldom can take an existential view of the other group’s wants and needs.

That is why level-headed vacation rental managers are so important to the world of vacation rentals.

In this letter we will spell out a few things everyone should consider. It’s a look behind the curtain, so to speak.

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Tiny things make all the difference in any endeavor. Here is minutiae about vacation rentaling - How we do it and why our way is better.

Independence - So called "experts" encourage Listing Site Independence (LSI) to avoid the fees of online travel agencies like HomeAway, VRBO, Booking.com. Etc. But we invented all of those concepts before those consultants were even in business. All are good ideas, but we must say that OTAs are essential for maximum owner net income. Plus, we have created better ways to capitalize on the OTA incursion.

Contracting - Although impractical with certain OTA’s, we require signed agreements with guests to encourage good behavior and to enforce rules and regulations. Doing so takes more out of our time, but competitors who skip this step cause unnecessary risk to home owners.

Qualification - Although OTA intervention can stifle communication between guests and managers, we go out of our way to talk with every guest.

Instructions - Guests are provided with precise data about the home including driving directions, home particulars, other helpful information, and the do’s and don’ts of vacation renting.

Rules - A few guests may try to ignore rules and regulations, but by providing clear and concise requirements we greatly increase good behavior. Less explicit managers face problems.

Behavior - In addition to contracts, rules and instructions, we can install little signs (called notices) reminding guests of important requirements like no smoking. We embrace it because it works.

Redundancy - Guests lose keys and codes. So, every home should have two "Ingress" methods. If a keysafe is used, there must be a duplicate. If an electronic lock is used, there must be a back-up key safe. Redundancy allows us to get guests back into homes within moments of receiving a call.

Local - Although we have a big company back-office, we are local at heart. Our dedicated professionals take their jobs seriously to make guests happy and keep homes in good condition. It’s a 24/7 commitment.

Customer Service - We communicate with guests (by phone, email or online) on average of 5 times per stay, to ensure a pleasant holiday and to reinforce requirements. We admit it is tedious, but guests consider this a courtesy. We consider it a necessity.

Creative Service - As the market grows, guests now have more options, so to stand out we produce HDR web-optimized photos, 360 degree panoramas, 3-D video tours and even watercolor floor plans. Some competitors do one or the other, but often at low quality. Customers always prefer quality, so we give it to them.

Websites - Every manager has a website, but many are graphically poor, with incomplete information. But, we have used our technology to create better websites with more visuals and a greater ease of booking. We produce a full ecommerce website for every home we serve.

We have been doing all of these things for a decade and our competitors haven’t even started.

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Author: Wm,May, Vortex VIP
Blog #: 0608 – 07/31/18

Sponsor: Vortex VIP – – VortexVIP.com

Hey Wake Up - Lodging Newsletter May 31st 2018

By Wm, May
Published: 05/31/18 Topics: Lodging Newsletter Comments: 0

Why has technology made doing business so very slow?!

The massive and fast-paced changes to the vacation rental and specialty lodging industry are producing opposite reactions. The ability to advertise further and wider is great for both property owners and for guests. Finding the perfect vacation spot is easier than ever before.

However, it's also spawning competitors and vendors who are FAILING to serve the very audience who proclaim to help. They have forgotten what made great businesses great. They ignore their obligation to serve people.

Many of these businesses proclaim that they are going to "disrupt" the industry by declaring they have "invented", "created" or "discovered" something overwhelmingly brand new. Seldom is that true.

Over the last 10 years, most of these firms have faltered or failed altogether when they try to write software to subtract staff members out of the equation.

Yes, our organization has built an amazingly robust lodging software system. We also have massive distributed advertising, employ distinctly dynamic pricing, and utilize scheduling efficiency to help staff, owners, and guests.

But a computer is NOT a vacation rental manager. Our approach is to embrace every possible tool while glorifying the men and women who serve our company with a dedication to every client.

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This is a story of a vendor gone bad or, more accurately, that started badly.

The industry news is filled with companies (usually start-ups) with new products all claiming to be the next big thing for vacation rental managers and owners. Today we are talking about one particular company - who shall remain nameless.

They sell a certain kind of software that promises to revolutionize one aspect of rentals. They have a brilliant website and it is clear that the data-crunching is complicated, sophisticated and (hopefully) brilliant.

Unfortunately, their customer service is as bad as their technology is bright (we hope).

Their website features a cute video scan around their office, filled with plenty of people glued to computer screens. One of the "founders" boasts they are "here to help" by having an online chat system, online help, and even an email to reach them.

Unfortunately, there is no phone number on the video. No phone number on the website and, near as we can tell, no way to actually speak to a human being.

Worse yet, posting on their chat system requires a wait of 10 minutes for each response, even if the answer is just a 'Yes' or 'No'. When the "chattee" finally responds, they always start with "Sorry, we are so busy because everyone wants our product." Even begging for a phone number produces no response.

The disrespect is distressing. Maybe their failures are caused by insufficient staffing or under-budgeting. More likely it is a mindset of people starting a business who have not been trained in customer service.

This problem is rampant. One recent Friday, another prominent lodging vendor had a technical glitch affecting thousands of properties. They have a phone number, but no one greeting message, no voicemail and no "emergency" option. They finally responded on Tuesday, but when the problem was fixed, there was no apology or explanation of the delay. Managers and owners lost a great deal of money while the vendor ignored its customers...

So to all you start-up people, in the vacation rental management business we have just one thing to say:

"HEY WAKE UP!"

If you are going to serve the lodging industry, you really can disrupt things and dominate your category by doing something very simple. Just mimic the dedication, long hours and responsiveness of the housekeepers, handymen, reservationists and lodging managers who toil in the field. If you call us at 3 am and need help, we will answer and we will act.

 

Unfortunately, this is an entirely new concept to most of you. But like every other successful business in the past, and in every respected industry, it is the true secret to success. Join us.

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Author: Wm, May, Vortex VIP
Blog #: 0597 – 05/31/18

Sponsor: Vortex VIP – – VortexVIP.com

Creative Arts - Lodging Newsletter April 30th 2018

By Wm. May
Published: 04/30/18 Topics: Lodging Newsletter Comments: 0

Just for the moment, let's say that one day all good lodging management companies will have access to all of the same technical capabilities - The capabilities to advertise widely, to manage homes with software and equipment, to coordinate sales, housekeeping and other services.

This will never come true because there will always be small managers who like how they do things, even if they do not provide maximum results. Then, there are big companies who care more about growth than inherent quality.

For now, let's just presume all of them have access to all of the same tools. If so, then what will differentiate one manager from another? What will make one the best?

This month's Lodging Update explains how our comparatively small company remained far ahead of the competition by using creativity to solve problems, market widely and convince guests that our vacation rentals are wonderful.

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Creativity is a word that everyone throws around yet most people don't understand nor do many people master it.

It is more than just knowledge, or contrarian thinking (think out of the box?), and more difficult to attain than technology. Creativity is using art, as well as science, to solve problems with new, innovative, and surprising thoughts.

Creativity is how some singers crank out hit after hit, while the non-creative ones embarrass themselves on American Idol. It is how skilled artists produce masterpieces while others produce bland and boring art. It is why giant companies hire creative advertising agencies to solve problems and attract customers. Creativity is difficult.

Here are all of the creative things we do to stay ahead of the pack. This is not bragging, just explaining how our quest for creativity helps our property owner clients.

HDR Photography - Although the process was patented years ago, very few managers invest in this amazing way to create stunningly accurate interior property photos. Some of the giant absentee managers claim to take HDR photographs, but the images are dull and flat. We practically invented the science of it over 12 years ago.

Panos - Also referred to as 360-degree panoramas, they allow website visitors to get an inside view of rooms to see what they like. Although there are unsophisticated ways to attempt HDR, we use the time-consuming HDR technique and hire true photo artists to excel.

Houdini Websites - Some consumers rent from Do-It-Yourself owners because they have a website dedicated to one property. Our solution was to create software that generates a full e-commerce website for every home. We started that 10 years ago!

Three Dimensional Tours - 3-D tours allow guests to tour the entire home from the comfort of their computer. When 3-D photo tour equipment was invented, we waited until the photo quality was sufficient. We then invested heavily to bring every property up to that standard. However, we use skilled HDR photographers to do the job which makes the 3-D's even better than the other guys.

Floor Plans - We are astonished that most lodging managers fail to build accurate floor plans of properties. In vacation rentals, guests plan who sleeps where and if they'll have enough room. Photos help, but we create artful floor plans that we call "water colors" to make them understandable. No one else does this. Dynamic Pricing - Changing rates up and down to meet supply and demand it an accepted method of hotels and airlines, and some managers are using third-party sources. We combine all of that with true market knowledge that absentee managers can never manage. After 50 years in business, we know how to do that better.

Content - We agree it is a lot of work, but our destinations also feature local restaurants, shops, activities, and events. These intrigue guests and procures more bookings. Creativity is required to add and update this information but we created software to help do it a decade ago.

ADMISSION: Are all of these things necessary to secure maximum bookings and rates? Maybe not. But if a manager omits any of them, their property owners risk earning less.

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Author: Wm. May, Vortex VIP
Blog #: 0592 – 04/30/18

Sponsor: Vortex VIP – – VortexVIP.com

A-La-Carte Menu - Lodging Newsletter March 31st, 2018

By Wm. May
Published: 03/31/18 Topics: Lodging Newsletter Comments: 0

How many kinds of restaurants are there in the world? What's your guess? 1,000? 10,000 maybe?

For ethnic options, you can choose from Italian, Mexican, Japanese, Thai, etc. Or you can go for the good ol' American Grill, steak house, pizza, burgers, or fast food. The list goes on and on.

You may be surprised that vacation rental management firms can differ as much as Ethiopian and Irish food do - even as much as Sushi and Haggis.

Not all managers have a full range of services. If you need what they don't have, your rental property and income will suffer. And should you need to add services, can they do so smoothly and easily?

We are the only vacation rental management company that offers every possible service. Plus, we offer these to property owners a-la-carte. Owners can pick and choose just what they need - such as extra bookings, or have us provide full service management.

Think of us as the "Full-Meal" deal for vacation rentals.

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Some owners want full-service from their vacation rental manager - to provide global advertising, attentive reservations, hospitality grade housekeeping, careful maintenance and guest services. Other owners really only want help with on-site services while others just need extra bookings for maximum income.

So the only real questions are how hard do you want to work and how much money you want to make. But beware, other managers offer only one type of "it's my way or the highway" management, even if its not best for you or your property. We do not.

A-LA-CARTE INNOVATION:

Instead of forcing clients into a single way of doing business, we customize our work for every property and every owner. We call our programs "A-La-Carte" and here is how they work.

FULL-HOUSE PROGRAM - If you value your time and want maximum income with minimum fuss, then this is the program for you. We provide hospitality grade housekeeping, attentive maintenance, after-hours guests services, 24/7 guest booking and services. We advertise on hundreds of local, regional and global websites. We take credit cards, collect and remit lodging taxes, schedule arrivals and departures. We do the work and owners make money, for fees often less than competitors because we are - let's admit it - more local and more efficient.

FRONT-DOOR PROGRAM - For owners who want to do their own housekeeping, maintenance, and onsite guest services we provide just the massive advertising, reservations, sales and guest arrival services they need. Guests are delivered to the front door. Bookings are so smooth and easy - many Inns, Resorts & Home Owner Associations also use this program to vastly increase marketing without giving up control onsite.

VAROOM PROGRAM - Some do-it-yourself owners love hosting, but are hungry for extra bookings and occasional backup help. In this program owners continue their current methods but allow us to greatly increase their advertising to produce bookings for unsold nights. Properties are included in our local, regional and global marketing.

BEDFINDERS PROGRAM - Online Travel Agents (Such as VRBO, AirBnB, Booking.com) have flipped the industry on its head by adding guest service fees. We combine this idea with our Varoom service of extra bookings and lower our commissions by incorporating guest fees. Although, this does decrease orders, it still bumps up rent for every property.

HOME-MINDER PROGRAM - For do-it-yourself vacation rental owners who have found that housekeeping, maintenance and house watching are overwhelming and risky, we shoulder all the onsite services while owners co-host the property. This is much like Full-House, but reduces fees for owners who have the time to continue doing part of the work.

BE WELL FED:

The real question is how to maximize your income with minimum fuss. Do you want to work hard all the time, continue investing some time, or have a professional reliable firm do every little thing that produces even bigger results? To look at our menu of world-class comprehensive services please call today. No reservation needed.

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Author: Wm. May, Vortex VIP
Blog #: 0591 – 03/31/18

Sponsor: Vortex VIP – – VortexVIP.com

Be Nice Or They Will Spit In Your Food

By Wm. May
Published: 03/28/18 Topics: Behavior, Cooking, Music, People, Self Improvement Comments: 0

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Author: Wm. May
Blog #: 0596 – 03/28/18

– WilliamMay.com

Good Products Succeed - Lodging Newsletter February 28th, 2018

By Wm. May
Published: 02/28/18 Topics: Lodging Newsletter Comments: 0

Last time I wrote, the subject was all about advertising, marketing, and sales. Those are some of our favorite subjects because that is how guests find us, or should I say, how we allow them to find us.

A wise advertising professor once said something very profound,

"Good advertising makes a poor product fail faster."

And if it does, it should also be true that,

"Good advertising makes a good product succeed faster."

So this letter is all about how to make every Vacation Rental, Inn, Resort and Hotel succeed faster. No matter how good the advertising is, offering great lodging and constantly upgrading and improving the lodging is equally as important.

Attached is a short checklist that owners will want to consider. There are many other recommendations but let's start with the most obvious.

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Guests decide just about everything. It is not up to the manager to dictate what guests want. With the internet, guests are given so many options. When a property is missing just one essential amenity, you can lose inquiries and guests.

The old age rings true yet again - You gotta spend money to make (more) money. Sorry.

TEXTILES - If your linens and towels were purchased when Jimmy Carter was President, they are waaaaaaaaaaay too old. Don't wait until they wear out. They need to look AND feel fresh and comfy.

FURNITURE - Guest like to laaaaaaaaaaay around. The living and dining room furniture needs to be solid and not saaaaaaaagy.

OUTDOORS - Build a firepit for about $100 and guests will sit out there building memories every day. So include comfortable outdoor furniture.

BARBECUE - On vacation, people seem to grill breakfast, lunch, and dinner. Hey, we like a BBQ as much as the next guy but apparently, fooooooodies must burn their food.

DOGS - If your house can take dogs, our industry says you can make 10% to 30% more income. Plus we can charge guests extra cleaning fees just in case. Woooooooof.

APPLIANCES - If your wash machine sounds like a cement mixxxxxxxxxxer truck, its gotta go. Washers, dryers and even kitchen appliances are coveted by visitors. Don't disappoint them.

GADGETS - If the Teflon on your pots and pans flaked off before NASA reached the moon, buy the newer and better stuff. Plus, good toasters, coffee makers, and even an espresso machine can entice potential guests. If we had a dollar for every Keurig coffee maker - well you knooooooooooow the rest.

INTERNET - The war is over and the internet has won. Everyone is addicted to connectivity. Without it, you lose bookings. Without it, guests complain. Most homes get exxxxxxxtra income per month than the annual cost of wifi.

CABLE TV - Maybe someday the internet will beat out cable, but without reception, guests stay awaaaaaay in droves. You don't need exxxxxxxxxxxxxxpensive channels but you must have the basics.

LIBRARY - People really do still read on the vacation. A "take-one, give-one" library of paperbacks will win kuuuuuuudos from guests.

HOT TUB - The best investment that can be made in the vacation rental industry is a hot tub. Houses with hot tubs pay back the purchase cost every year and sometimes double or triple it. Does your IRA return 200% per yeaaaaaaaar?

LOCAL MANAGEMENT - Guests want help with people who live nearby to take care of their every request. And they want a veeeeeeeery friendly face and voice to be there 24/7. We are!

This is why we get more bookings, higher rates, and great online reviews. Without us, when there is a problem you are toooooooooast.

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Author: Wm. May, Vortex VIP
Blog #: 0590 – 02/28/18

Sponsor: Vortex VIP – – VortexVIP.com

Secret Sauce - Lodging Newsletter January 31st, 2018

By Wm. May
Published: 01/31/18 Topics: Lodging Newsletter Comments: 0

Now that the Super Bowl and the Olympics are over, what will all those sports aficionados be watching? It is like a wasteland out there until baseball gets into full swing and all the joggers begin to more regularly flock the streets! What a great time of year to ponder others things..

How about comparing sports to business or compare and contrast as my sophomore English teacher liked to say.

In the "specialty lodging industry" (think unique Inns, Resorts, and Vacation Rentals), every business needs to be adapting to and adopting new practices in order to serve their property owner clients. Nowhere is that truer than in the wild, wooly, and sometimes wonderful arena of marketing and advertising.

This month it is time to spill the beans. We are revealing the secrets of how our seemingly small local business has mastered the lodging industry's marketing in ways the giant competitors can’t even guess.

Of course, we'll leave out the "secret sauce" parts that only our clients know about, but we'll give you enough to judge for yourself.

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For the first time ever we are revealing the secrets of advertising, the magic of marketing, and the persuasion of promotion. These are insider tips that generate vivid visibility for every property and increase inquiries and large bookings.

Secret #1 - Every advertising tool must be employed.

Advertising was once simple - buy ads in print, outdoor, radio, and TV. Properties found these costly and often defaulted to "Field of Dreams" marketing as in "If I build it they will come". I loved the movie, but it’s a worthless strategy that takes a very looooooooong time to yield any results.

Secret #2 - The internet changed everything. Did it ever.

Travelers know how to Google destinations from around the world as easily as ones just around the corner. If your manager is not a raving internet expert, your property is losing out. Some list on the humongous websites like VRBO and Airbnb, but fail to invest advertising on the hundreds of other websites, or they can't comprehend the technology required.

Secret #3 - The listing websites are not enough. Not even close.

Our engineers dump man-years into distributing our properties around the world, electronically linking rates, dates and other information to ensure accurate advertising and happy guests. What we invest in heavily, the other guys don't even know exists. Take for example our HDR photography, 360-degree panoramas, 3D tours, compelling floor and site plans, vivid descriptions and easy to find details!

Secret #4 - Doing enough, never is enough.

A client recently remarked that they get emails from staff sometimes very late at night. We do love the industry but must admit we don't do that for fun. We do that to keep up, to outpace the other guys and to stay far ahead of the pack. This work gets the best return for property owner clients.

The marketing of specialty lodging is changing fast and the pace of change is accelerating. Who knows what will come next? Except that only those who are zealous in their study and learning can provide exemplary service to property owner clients.

Secret #5 - There are no real secrets

In 1974, a famous radio disc jockey and programming director was asked by his competitor, "So what is the secret to the success of your station?" He broke out into uncontrollable laughter and said, "Well your dimwit, turn on the radio and listen. And then try to copy what we do. Just try."

Still, the other guys criticized when they listened instead of emulating his success. They failed to study, to comprehend or alter their stations to match what worked at his.

Secret #6 - Success comes from 5% inspiration and 95% perspiration.

A wise man once said, "I am pretty sure I can out think you. But I am absolutely sure I can out-work you." This letter was written at 1 AM while the competition sleeps.

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Author: Wm. May, Vortex VIP
Blog #: 0589 – 01/31/18

Sponsor: Vortex VIP – – VortexVIP.com

High Dynamic Range - Lodging Newsletter December 31st, 2017

By Wm. May
Published: 12/31/17 Topics: Lodging Newsletter Comments: 0

Almost every day, a vacation rental or hotel blog admonishes property owners and managers to invest in professional photography.

We heartily agree, but we say phooey on pseudo professional photographers!

The proliferation of cameras has bred an ever larger list of "professional" photographers who are simply not what they say they are. This is because photography has changed radically. Only professionals who have mastered High Dynamic Range (HDR), web-optimized photography, 360-degree panoramas and 3D virtual tours are truly pros.

Joseph, Jonathan, Noel, and John - our Signatours Photo Team experts - have revolutionized the use of this new technology a decade ago. We have been investing in it ever since. Most recently, we have added superb 3D walk-through tours, since 3D virtual tour equipment has improved their unwavering quality standards.

If your property manager doesn't comprehend how critical photos are or isn't willing to dish out the high cost of superior photography, you have the wrong manager. They are cutting your income and you may not even know it.

If they were musicians, you would notice they are playing off key. If they were baseball players, you would see they are throwing screwballs. If they were politicians - well, you would agree that are bumbling bureaucrats at best.

So this month, the attached Update Letter offers a basic primer on how HDR photos are crafted and how they will make you far more income. Call today to get your photos fixed!

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The term "High Definition" may apply to your television but "High Dynamic Range" photography refers to a technological process so powerful that it has been patented by Adobe Software. It's so powerful that our company committed to the cost and quality over a decade ago.

Only one in every ten thousand amateur photographers (even one in a thousand paid professionals) can master HDR imagery.

Our goals are to produce architectural photographs that accurately replicate what the human eye sees as much as possible. The problem with shooting interior spaces is that the range of light and contrast in a room varies from very dark (a corner), to diffused light (a ceiling), to very bright (a window).

All digital cameras require the photographer to adjust aperture (F-stops), shutter speed and ISO (light sensitivity) to achieve a properly exposed photo. There are 22 'F-stops' (and even more shutter speed and ISO options) a camera has to adjust for a proper exposure.

For a hundred years, photographers have tried to replicate what the human eye sees, sometimes using odd and time-consuming techniques. It was said that Ansel Adams - a dedicated outdoorsman who was famous for his stunning Yosemite National Park photos - spent more time in the darkroom than he spent shooting.

HDR photography is not for the unskilled or lazy because it requires patience and the fine hand of an artist. Up to 16 images are required for every single final photo. Each image is shot in a "Raw" format in order to stuff every pixel of possible light (or dark) into the file.

The resulting large files are uploaded to overlay each other in a super-powered computer, where they can be examined to find the best exposure for every inch of the room. This is to get that dark corner lit up or to see detail out of a window. The photographer then must tone each image to match what type of light it was shot in. The whole process takes 15 to 45 minutes per image. Pesky problems, like blinds, that are composed of very dark and very light components must be manually adjusted.

In the end, the photos are truly dense in pixels and hence the description "High Dynamic Range". The massive file sizes must be visually recalibrated to reduce the size and improve website loading speed. The end result is what we call the "Perfect Touch".

The difference between Michaelangelo and his contemporaries wasn't his paints or brushes, but that Michaelangelo had the artist's touch. So does our Signatour photo staff.

Putting inaccurate and embarrassing photos on websites indicates to consumers that the property is not of the highest caliber. If your manager does not comprehend this simple premise, ask yourself what other mistakes is your manager making?

On the other hand, Signatour photos tell guests that a property is well cared for by diligent people who understand quality. This results in more bookings, higher rates and greater income for every property we manage.

Is it time to upgrade your property with photos that show it in the best light?

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Author: Wm. May, Vortex VIP
Blog #: 0588 – 12/31/17

Sponsor: Vortex VIP – – VortexVIP.com

Indentured Servitude Comes to Vacation Rentals

By William May
Published: 12/01/17 Topics: Employment, Housekeeping, Vacation Rental Management Comments: 0

There is a hidden under belly about how Venture Capitalists are entering the Vacation Rental industry in hopes of dominating it to cash out for big bucks.

It appears some pursue growth at all costs, by over working staff, and even evading labor laws that call for overtime wages. Jobs are hard to come by, and they take advantage of well meaning employees who have no other option but to work far harder for far less.

Her real name is being withheld for fear of retaliation, so we'll call her Susie. She worked for some years for one of those VC backed firms hoping to amalgamate the industry by buying up local vacation rental managers and taking over their listings.

Nothing wrong with that, if you like the corporate approach to what has previously been a very personalized service business. In fact, at the rate that some of these venture capital backed companies are hemorrhaging money, it is no wonder they survive by taking advantage of workers.

Susie was hired to clean homes and provide property services but the job quickly turned into 80 hours weeks, for a set salary appropriate for 40 hours. She was not paid for the extra hours and did not receive payment for overtime, nor the time-and-a-half hourly rate required by law.

Those companies skirt the law, by trying to claim employees as contractors, or managers making them exempt from overtime compensation. It is a ruse that sometimes works, but is never considerate to people who work so hard.

Susie said she never received a day off in several years, nor the promised paid vacation time and when she begged to hire additional housekeepers was told, if you don't like it you can leave.

Susie fell for the "We are newer, and smarter, and bigger and better than all those local Podunk managers. We are going to take over the world with technology" and you are going to be part of something great. Working hard will have its rewards.

For Susie that meant constant fatigue, dawn to dusk duties seven days a week, a rude supervisor, corporate officers who could care less, and the constant threat of job loss - if she was to raise a complaint about off-the-clock hours.

Was Susie really just a disgruntled employee? Not really. For years she drank the "upward mobility" poison that corporate workers have been swallowing for years. That working long and hard will benefit them in the long run.

Pursuing career growth and personal achievement is a requirement in many industries. But in Susie's case it was all led by a few corporate officers who constantly praised themselves but fail to honor the most sacred of business ethics - to provide proper compensation from line staff who do all the heavy lifting.

Eventually Susie just could not take the grind any longer. She quit with no prospects for a job elsewhere, "I didn't plan it" she said, "But I just could not do 80 hours a week anymore."

As a service business, vacation rental staff are what guests and owners come to appreciate. There is no sense in doubling listings if complaints triple.

Smart owners realize that people like Susie are, and have always been, the backbone of vacation rental management. Without the Susies of the world, renting out a home is a risky investment.

Since she left, Susie's prior employer has hired and lost additional workers just like she. They struggle to find new employees and can’t keep good people. They advertise jobs constantly because the word is out about their employment practices.

Reputable companies don't build their business by over working staff, or promising more than can be delivered. "Its no wonder quality lacks and they have so many online complaints" Susie notes, "Everyone works so much, that we just don't have enough to give. I tried, I really did. But 80 hours a week is too much."

Worst of all, property owners are no longer getting the care and consideration they deserve. They see a revolving door of housekeepers and maintenance workers and that causes quality to suffer and commitment to wane.

Smart property owners are learning to evaluate management firms by their staff and not by misleading promises that bigger is better. In vacation rental management, local is what makes it work.

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Author: William May – Volunteer, Vacation Rental Association
Blog #: 0565 – 12/01/17

Monster Trucks - Lodging Newsletter November 30th, 2017

By Wm. May
Published: 11/30/17 Topics: Advertising, Dynamic Rates, Housekeeping, Lodging Newsletter, Vacation Rentals Comments: 0

Jeff Bainer of Kittitas County Washington State may know nothing about the vacation rental industry, but he does know all about monster trucks.

The Yakima Herald-Republic newspaper reports that Bainer is a member of the Monster Truck Hall of Fame. Who knew there was such a thing?

Fans of monster trucks know of Jeff's first truck "Hot Stuff" which was launched in 1986, and later rebuilt into a humongous red jeep, said to be the world's largest.

Today he considers himself to be semi-retired because he transports, races and wins "only" 17 events per year, around the country. Who knew there were even that many?.

Bainer makes a comment that is just as relevant to the Vacation Rental business as it is to monster trucks. "Our industry has changed so much in the last three years." It has gone from an industry of independent drives to one dominated by a single company.

As the vacation rental industry has also morphed into something different than what it was just a few years ago. Luckily for us, the big guys are making big mistakes. Smaller vacation rental managers who band together have far more to offer by operating locally while also marketing globally.

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Just like Monster Trucks, Vacation Rental management is changing fast. Innovation has always been at the heart of business. In some industries bigger can be better, but vacation rentals are the opposite. It requires stellar onsite services combined with today's technological tools to advertise globally.

Big Company #1 - has been around for decades, being sold from one conglomerate to another, charging high commissions and loading their overhead with "executives" who do more talking than they do cleaning toilets. Today the company is again for sale to the highest corporate bidder. No where do they promote the sale as better for property owners and guests. In effect, they are selling their property owners short.

Big Company #2 - Likes to buy up local competitors and then discard the local personal touch. They promise technological competence and dynamic pricing which is really no different than what savvy local managers can provide. They offer a comprehensive fee, but supplant it with undisclosed fees, resulting in a large class action law suit. Staff members come and go resulting in HUNDREDS of livid online complaints.

Big Company #3 - Offers a low commission but "manages" from hundreds or thousands of miles away. Owners are forced to find local housekeepers, maintenance staff and hosts because, as the Big 3# spins it, those people are cheap and desperate to work for you. How predatory. The heart of every lodging are the hard-working, loyal, committed and friendly people who do the heavy lifting and are on call 24/7. Then when this company gets a complaint, they blame it on the owner and the local staff.

Big Company #4 - Also promises a lower commission and secret technology to advertise rentals worldwide and on major websites. They fail to admit that all top local managers can now meet or beat their advertising distribution, dynamic rates and photos. They also fail to disclose that they are encumbered with greedy venture capital that requires growth at all costs, even if their services are not up to snuff locally.

Our Company - If you like some of the big company capabilities, but fear the lack of personal local service to care of your valuable vacation home, there is good news. We offer the best of both worlds.

Our well tenured local partners live nearby to keep close track of your place. Our world-class back office professionals provide compelling websites, superior software, dynamic rates, stunning HDR photos as well as 3D tours, not to mention courteous quick sales and reservations, topped off with attentive guest and owner services. Although our first office opened in 1964, we have tech tools none of the big guys have even dreamed of yet.

For our clients we must admit the industry is not perfect and duties are relentless, but we promise to keep investing more time, money and commitment per house than those big guys.

If you are not yet a client, we make you the same promise - lower fees and greater service. Call today. Why wait?

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Author: Wm. May, Vortex VIP
Blog #: 0572 – 11/30/17

Sponsor: Vortex VIP – – VortexVIP.com

No Disruptors - Lodging Newsletter October 31st, 2017

By Wm. May
Published: 10/31/17 Topics: Lodging Newsletter Comments: 0

Vacation rental management really is a fun, enjoyable business.

We get to send guests to fun locations to stay in interesting, unique and enjoyable homes. Plus we get to take care of nice properties and send second home owners nice checks earned from renting.

But be warned - the Internet has also spawned carpet baggers who want to "disrupt" the industry with lots of ideas - some good, some not so good, some downright terrible for guests and owners.

Some would tell you they have bigger better marketing tools. Some will tell you they are cheaper, but they hide fees and generate huge online complaints. Some local companies say they provide services the big guys can't match but they don't have enough horse power to do it.

We solve this challenge by offering the best of both worlds.

Every office in our group is locally operated or owned so owners get a real-live manager. Our "back-office" services are shared, allowing every one of us to provide marketing, advertising, phone reservations, accounting and hundreds of other services our competitors can not match.

We market globally, operate locally, and we are here day and night for guests and owners, which makes it fun for everyone.

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UNIQUE CAPABILITIES: Here are some of the things we provide to offer the most comprehensive service in the vacation rental industry. We do them all because, well they are all required to provide the very best management services. No one else can match all of these.

We do them all to help owners and satisfy guests.

- A-la-carte or full-service programs

- From locally branded offices

- Flexible fees to fit every property

- Onsite staff partners to serve owners and guests when and where needed

- Hospitality grade cleaning

- Quick maintenance

- Proprietary dynamic market driven (S2D2) rates

- Helpful, cheery staff on phones open long hours everyday of the year

- Order booking, chat and guest services 24/7

- Online booking on all major websites such as AirBnB, VRBO, Booking.com, etc.

- Listings on hundreds of other lodging websites

- Synchronization of dates, rates and details to avoid double bookings

- Hot tub and pool services

- Group booking and marketing

- Instant booking on our local, regional and national branded websites we operate

- Custom E-Commerce websites for very home and every resort

- All websites mobile friendly

- Stunning High Dynamic Range (HDR) Photography

- Site and floor plans

- Property and area videos

- Online and phone instant quotes

- Reputation management

- Private dashboards for owner review

- Deposit waiver program

- No owner credit card costs

- Lodging tax accounting

- Guest paid cleaning

- Deep clean services

- Guarantee income options

- Competition tracking

- Local vendor relations

- Guest comportment control

- Variable check in processes

- Redundant key control

- Custom property graphics

- Area & Resort flyers

- Sales force automation

- Housewatch attention

- Search Engine Optimization

- Search Engine Paid Ads

- Local content, news, events, shopping

- Accurate timely monthly statements

- Comprehensive guest contracts

- After stay guest reviews

- Industry Association support

- In house continuing education

- Staff profit sharing

- Constant sales training, and more. Much more. Whewwww.

Plus this month we are adding stunning new online three dimensional 3D images to every property. They are time consuming and expensive, but we've got the newest best technology all designed to make renting a home easier for guests and more profitable for owners.

But of all these wonderful, productive and tech-enabled tools - we must admit that it is our professionally trained and personally committed staff that make us heads and shoulders above any other management company - big or small

Want proof? Please give me a call and I will prove it.

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Author: Wm. May, Vortex VIP
Blog #: 0579 – 10/31/17

Sponsor: Vortex VIP – – VortexVIP.com

Ghost Free Lodging - Lodging Newsletter September 30th, 2017

By Wm. May
Published: 09/30/17 Topics: Lodging Newsletter Comments: 0

This is a Halloween ghost-free lodging update just in time for Halloween. No goblins, jack-o-lanterns, ghouls, witches, or other supernatural matters.

Instead, let's talk about helpful things; how to be helpful, how to get help, what sort of help is available and how our friendly, courteous and kind staff want to help wherever they can.

Help is one of those words that can be something benign like "Can you please help me reach that jar on the top shelf" to something terrible, like "Quick, those people in the car wreck need medical help."

For business, help is usually less drastic. We want property owners, guests, vendors to be able get help from us.

We hope they all understand that our responsiveness is balanced with our obligation to undertake hundreds of duties every day.

We hope that whole idea is not too spooky.

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Lodging Managers serve many masters. Guests want instant response. Owners want answers immediately. Field staff need support and coordination. Even neighbors may want help when that pesky bear turns over a garbage can.

Sometimes it seems like everyone wants help and wants it immediately, no matter the gravity. So here are the secrets of how to get help from us when you need it.

EMERGENCIES: Should you experience a true emergency, such as fire or medical, please call 9-1-1 first. Then you can follow up and contact us.

STAFF HOURS: Because we are open everyday of the year, and handle bookings 24/7, please understand that most staff do not work the usual 9AM to 5PM schedule. Many staff may be unreachable when they are out of mobile range.

HELP DESK: For almost everything you need, please call our Help Desk first. This is always the first place to go rather than to individual phone extensions or mobile numbers.

Telephone - - Dial the company phone number and press "1" to get the fastest response. Matters are handled in order of urgency. If calls pile up, it may be necessary to leave a message and you will receive a return call.

Email - - If your question includes many details, please send emails to our Info@Istay.net email address. Those are queued for the Help Desk and will be seen quicker than emailing individual staff.

Online Posts - - You can submit online forms through our website & the forms get emailed to the Help Desk where they will be handled like emails.

Text - - Please do not make requests or ask questions by text as they disrupt the work flow for property managers and staff. Please phone or email the Help Desk instead.

After hours - - Phone greetings provide an option to push for urgent after-hours needs.

DISPATCH: The Help Desk will answer or forward matters to the appropriate staff member. Onsite property requests will go to Property Managers or Housekeepers. Admin, accounting, or marketing questions will go to office staff and considered when the office opens.

PRIORITY: When making requests, please indicate if it is urgent. Simple questions may be answered within a day, issues requiring study may take longer. Difficult issues may be answered by email or letter. Please allow a reasonable time for response. Feel free to contact us again if you have not heard back.

URGENCY: Our primary focus is on the condition of properties, providing guest services, and producing income for owners. Clients hire us to perform duties, and excessive or repeated requests actually slow down our ability to be responsive.

Time is limited, so the best way to serve multiple masters is to work diligently, prioritize requests and asks guests and owners for reasonable time to look into and solve their requests.

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Author: Wm. May, Vortex VIP
Blog #: 0560 – 09/30/17

Sponsor: Vortex VIP – – VortexVIP.com

Vacation Rental Picante Sauce

By Wm. May
Published: 09/01/17 Topics: Lodging Management, Vacation Rentals Comments: 0

Yet another corporate vacation rental management company has announced gobbling up tens of millions of dollars in investment, in hopes of dominating the vacation rental management industry in America, and perhaps even the world. But they are risky for property owners.

Beginning as far back at 1989, Pace Picante sauce began running television commercials. In one, grizzled cowboys threaten to lynch the camp cook when they learn he has been serving them picante sauce from "New York City?"

The cow pokes become offended because Picante sauce should be made by "places in San Antonio with fresh vegetables and spices by people who know what picante sauce is supposed to taste like."

Watch it here.

While the huge vacation rental management companies want to convince property owners that they can manage every home just right, even though they are located hundreds of thousands of miles away, the truth is - they can not.

One of these giant companies even has over 300 negative complaints and reviews online about shoddy housekeeping and lack of response. The average for vacation rental managers is zero, one or two over time. Something is seriously wrong with having 300 unhappy guests, because that means there are far more who don't take the time to post complaints.

For another competitor, their complaints reveal a wolf in sheep's clothing. Although they profess to be managers, they quickly throw owners and managers under the bus whenever there are any complications, as the following complaint answer proves:

COMPLAINT: "2 days before my trip receiving a voice and email telling me that my reservation had been cancelled because of a double booking."

ANSWER: "Booking was canceled within 48 hours prior to her arrival when it became apparent to the Host that there was a conflict with a previous client who'd booked."

And then they accidentally revealed the wrong problem, (our company) "The Host (homeowner) is the party responsible for resolving any conflicts. [Our company] is a marketing and booking service that Hosts use to assist with reservations. . . The rental agreement. You accepted . . . Clearly states that the booking is directly between the Guest and the Host."

And then they reveal the unreliability of their services by saying "Double bookings are an unfortunate side effects of the vacation rental and travel industry as a whole."

Well, duh, no that is not correct. That is excuse making

Although no one is perfect in the lodging industry, double bookings are NOT common and they are certainly not an unfortunate side effect. They are the result of a company pretending to be a lodging manager when they are, in fact, too far away and too powerless.

LOCAL IS BETTER:

Vacation Rental Firms have proven to be a locally branded business. Owners and guests prefer to deal with a local reliable professional firm that is on hand to attend to them. Members of the Vortex Organization have found the best way to do that.

They are independently operated to ensure great houses, hospitality cleaning, happy guests and happy owners. Our first office opened in 1964, but we are the most tech-enabled managers. We are in it for the long haul..

But the network ensures that managers have all the tools such as dynamic pricing, post listings on hundreds of advertising websites, and answer guest inquiries 24/7. In fact, local firms have access to local tourism promotion, websites and contacts the others can not match.

That means our managers produce more bookings as well as more peace of mind.

So if the vacation rental "manager" you are using to book your home is not actually located in the area where you rental home is situated, or even in "New York City", its time to go local.

Call a local professional vacation rental management company to learn about all the comprehensive and reliable services you have been missing.

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And a few more just for fun:

1989 Pace Picante Sauce

1990 Pace Picante Sauce

1993 Pace Picante Sauce

1993 Pace Picante Sauce

1994 Pace Picante Sauce

1995 Pace Picante Sauce

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Author: Wm. May, Vortex Managers
Blog #: 0530 – 09/01/17

Speciality Lodging - Lodging Newsletter August 31st, 2017

By Wm. May
Published: 08/31/17 Topics: Lodging Newsletter Comments: 0

Today the Inns, Resorts & Vacation Rental Industry has became known as "Specialty Lodging" to differentiate it from conventional hotels which are dominated by Brand Name Chain properties in many markets.

The mega giant hotel brand names offer some benefits to customers. They are universally similar, offer the same features, friendly uniformed staff, clean rooms and even free breakfast.

The reason for all those brands, is the industry's way of saying you get what you pay for. Best Western means good medium cost properties. Four Seasons Resorts are top of the line and will break your bank account. But Econolodge means, well, if you are on a budget you can save money here.

Naturally the quality, amenities and even location are commensurate to what you pay. So when you book a place online, study a bit in advance to understand what you are buying. You won't get Four Seasons pampered luxury for $79 per night.

Big brands have a problem however. Most are franchises owned by independent owners or smaller hotel groups. Although quality is supposed to match the specifications that the Franchisor requires, not all properties within a brand will be of the same quality.

Vacation Rentals are similar because management firms are independent. Their idea of quality, luxury, amenities and features are not all the same. Some corporations are trying to take over the market but struggle to maintain committed, qualified staff.

Our answer is to make our hard-working diligent managers into partners. They are the caretakers of quality because they have the incentive to do so.

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Many of our day-to-day services for property owners are hidden, but essential. Take for example - a day in the life of the reservation staff. Here is a peek.

Staff arrive early to check emails, text messages, email and even snail mail from hundreds of guests seeking lodging, answering surveys or making payments. The pace is rentless. They check all orders from our over-night reservation folks who have been busy doing the same while the world slept.

GUEST: I know check in is at 5PM but can I get in now at 11? STAFF: I am sorry, but the house is not yet cleaned. GUEST: That's OK we can sleep in dirty sheets. STAFF: I am sorry we can not do that. How about I call you when the house is clean?

GUEST: I left my phone in the house. Can you mail it to me? STAFF: I will ask the housekeepers to check. GUEST: Are you trying to steal my phone?

GUEST: The house says 12 occupants, but could I have my wedding there, about 30 people?

STAFF: I am sorry, but group gatherings are not allowed. GUEST: Can I get married at a church and just have the party there? STAFF: I am sorry but maximum occupancy at any one time is 8 people.

STAFF: May I get your credit card number again, I must have it wrong. GUEST: I put in a fake number. STAFF: Payment is required in advance. GUEST: But I don't have any money. STAFF: I can leave the booking on hold for 24 hours if you would like to call back within a working credit card. GUEST: No, I am going to find a place that does not ask so many questions.

GUEST: I am writing ask for a full refund because it rained for 2 of our 7 days there. STAFF: I am sorry but we can not guarantee the weather. GUEST: You should tell people it could rain.

STAFF: I am sorry but I do not see your name in our records. GUEST: But I booked online. STAFF: On which website? GUEST: I don't remember. STAFF: What home did you book. GUEST: I don't remember. STAFF: When did you book? GUEST: I don't remember. STAFF: Hmmmmm.

GUEST: I can not get the TV remote control to work. STAFF: Are you using the black device? GUEST: No, sorry I can now see I have been using the fan remote control.

GUEST: I am trying to find the house but am lost. STAFF: May I ask where you are at. GUEST: I don't know. STAFF: Do you see a street sign? GUEST: No. STAFF: Is anyone with you who can help. GUEST: Only my dog.

GUEST: Does the lake go up and down every day? STAFF: It the ocean tides. GUEST: I don't care, they should fix it or warn people.

STAFF: The housekeepers can not find your phone. GUEST: That's OK it was in my purse. STAFF: I am glad you found it. GUEST: It took you a whole hour to look?

GUEST1: We had a marvelous time. The house was wonderful. GUEST2: We are giving you five stars, everything about booking was smooth. GUEST3: We met the housekeeper who was delightful. GUEST4: We will recommend your company to all our friends. OWNER: After 12 years with you, I am continually amazed at your professionalism.

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Author: Wm. May, Vortex VIP
Blog #: 0549 – 08/31/17

Sponsor: Vortex VIP – – VortexVIP.com

Groupon Outangeously Expensive - Lodging Newsletter July 31st, 2017

By Wm. May
Published: 07/31/17 Topics: Lodging Newsletter Comments: 0

The hard working, stick to it, never give up, burn the midnight oil, all hands on deck, never say die, practice what you preach, people who work in our organization are amazing.

Most vacation rental markets are not year round. Some have some great winter seasons or may have an influx of visitors for festivals and events, but summer is the 24/7 season as guests flock to popular places. The work is overwhelming but everyone here rises to the occasion.

And it's fun (if you like that kinda thing).

When guests come they expect clean and well maintained properties where everything works, and works well. Hospitality clean linens and towels, fully equipped kitchens, comfy furniture and the absolute requirement is a good internet connection. Everything must work.

So thanks to everyone who has made this a great season for guests, for owners and yes, even for all the rest of us here.

This month, we are lifting the curtain to reveal the magic that gains us more bookings than the competition. Just like in the Wizard of Oz it's not really magic, but even the Wizard needed all the right tools.

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LODGING MEDIA

No other lodging manager can claim to be as fully advertising tech-enabled as we are. That is how we produce the highest net income for owners. That means putting properties on hundreds of websites, referred to as Online Travel Agencies (OTA's), using the secret technology we developed in ways no one else can match. Here are just a few:

GROUPON.COM: This online coupon website is overly expensive and demands hefty discounts so it is only used for new Inns and Resorts expecting unsold inventory. Surprisingly, these shoppers have strong financial qualifications. Although expensive, Groupon increases owner net income.

AIRBNB.COM: As the current news darling, AirBnB sends guests who are picky but the two-way review system qualifies guests other than just financially. Advertising commissions are lower, but AirBnB invented the idea of charging guests a surcharge, on top of rental rates.

HOMEAWAY.COM: Still a giant, with its dominant VRBO.com, HomeAway was sold to Expedia 18 months ago, and they changed all the rules. Limiting pre-booking guest contact, and adopting a commission system like AirBnB has peeved property mangers. Yet they still provide a steady flow of bookings, even though it actually increases our labor.

TRIPADVISOR.COM: After buying FlipKey.com years ago, this website started posting vacation rentals. They have altered their prices over time but still produce a good inquiry flow. Rumor has it big tech changes are coming and we hope so.

BOOKING.COM: Operated differently than other OTA's, Booking.com shoves bookings down the electronic pipeline to us without much intervention. Their constant promotion of "Easy to cancel" confounds vacation rentals but it can be avoided.

EXPEDIA.COM: Many properties qualify to be put directly on this giant where the cost is high but the demand is great. We are fully integrated and use Expedia tools to bump up orders. Plus they are testing integration of HomeAway listings. Time will tell.

VRMLS: We helped start the Vacation Rental Association, a not-for-profit group, which can build localized websites to attract guests. They don’t match the big boys but do produce leads at a lower commission. This is a secret advertising weapon.

INTEGRATED: Counting affiliates, our properties are electronically distributed to about 100 websites, so that descriptions, photos, rates and dates are updated daily and orders are delivered into our secret software for handling.

SECONDARY: Hundreds of other websites do not offer integration, but we are nudging them to do so. In the meantime, we manually upload content to them, and some offer date synching to avoid double bookings. Far too much labor, but it reduces reliance on expensive media.

Thinking of all the changes in the vacation rental industry over the past years is, well, mind boggling.

Ten years ago we saw it coming and built our own software and web technology to manipulate advertising to get the highest booking while controlling costs. That produces greater net income for owners.

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Author: Wm. May, Vortex VIP
Blog #: 0548 – 07/31/17

Sponsor: Vortex VIP – – VortexVIP.com

Have Summer Fun - Lodging Newsletter June 30, 2017

By Wm. May
Published: 06/30/17 Topics: Lodging Newsletter Comments: 0

I must say it has been a funny summer.

Not funny as in odd but funny like laugh out loud, have a lot of fun, host a lot of guests and have things mostly run smooth and doable.

Any industry that deals with consumers knows that expectations are high and sometimes higher than anyone could attain. Rather than worry about that, the plan is always to aim high, offer great products and anticipate the customers demands.

Lodging is just like that.

I am so grateful to all the great owners who allow us to book their homes and to all the great staff who help us do it.

That is what makes it fun.

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To continue with this months theme of funny, ha ha, have fun summer, here are a few wry comments that keep us bustling during the high seasons.

Weather - No matter the work, no matter the challenges I will come right out and admit everything is easy when the weather is great. Does this summer seem even better than ever? I think so.

Guests - Because there are sometimes little snafus, quandaries, and kerfuffles (I had to look up that last one) we must keep in mind the tens of thousands (yes tens of thousands) of guests are delighted with the cabins, cottages, houses and villas we provide them. What fun.

Owners - Where would we be without all the thoughtful, kind and considerate clients who allow us to offer their wonderful second homes? You make us smile and you make guests smile too.

Staff - While most lodging operators suffer with employee turnover, we get to have pleasant high seasons because so many of our people have been with us for many years. It shows when you hire the right people, pay them better, and ALWAYS treat them with respect, everyone has fun.

Onsite services are difficult but are smoother when the pros are there to keep homes in tip-top shape. Marketing, Sales, and Accounting get to work in cozy offices but run sprints this time of year. Because they have such great attitudes, summer is still the best time of the year.

Engineers - Technology has come to dominate advertising of Vacation Rentals but the programming continues to change at break-neck speed. Luckily we have had the same team for ten years or are always ten years ahead of everyone else. Although they are seldom seen, please put on a big smile for those unsung heroes.

Competitors - We even get the giggles about "the others." One national company is expanding all costs, but has 300 complaints and scathing reviews. Most managers would have zero, maybe one or two. But 300? Really? You just gotta laugh, but feel sorry for their guests and owners. Another is losing a million dollars a month to buy owners, but what happens when they run out of money?

Picante Sauce - Another competitor is trying to "manage" homes from far, far away by just hiring "local vendors" who they say are easy to find. But when pilloried in public reviews, their stock answer is "We are only the booking agent, it’s the owners problem." We would never shirk work. (** See our online blog "Vacation Rental Picante Sauce" for a good laugh.)

Advertising - Dozens of start-ups continue to dive into the specialty lodging website business. We have watched some come and go over the years. Even Google is jumping into the fray. Others are also too big to avoid and, with our technology we integrate and cooperate with them all. No one else can.

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PROFILE: Something funny here too. This month we profile a "secret" staff member who is too shy to be named. A long time lodging industry expert, who helps clean, maintain and oversee homes on a part-time basis. Where would be without her? How great to have pros like this on our side? Some of you have met her. Can you guess who it is?

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Author: Wm. May, Vortex VIP
Blog #: 0547 – 06/30/17

Sponsor: Vortex VIP – – VortexVIP.com

Listing Site Independence - Lodging Newsletter June 30th, 2016

By Wm. May
Published: 06/30/17 Topics: Lodging Newsletter Comments: 0

The lodging business just keeps getting stranger. Expedia buys HomeAway, HomeAway owns some unknown little websites and some of those have started producing bookings. Something fishy (good fishy) going on here.

So called experts are clamoring for "Listing Site Independence" but there is no sense in arguing. The big fish eat the little fish. The only solution is to get along and work with every lodging website advertising channel to produce more net income for owners.

Plus we create more feeder websites, individual property websites and support them with extra advertising and search engine optimization. Answer emails fast. Answer the phone even faster.

Dare I say, we are the only lodging management company that does this? Maybe we are not the biggest, but we are definitely out-working them all.

OK, enough of the sales pitch I guess. Here is your monthly updater

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Our JOB #1 is to provide clean, comfortable safe accommodations. Housekeepers, maintenance people and property managers are on the front line 7 days a week making that happen.

Summer is an especially harrowing, with properties often booked back-to-back. The grind never stops so we are lucky to have such great people.

Many lodging management companies complain incessantly of their ability to find, retain and attain high quality hospitality cleaning. We have avoided that fate by living by the Golden Rule. It really works.

Hiring - We do take time to interview recruits about their life, family, and other factors in hopes of learning what kind of person they are. We want those who take care of others with grace and charm.

Expectation - We only hold staff to the level of achievement that we could personally attain. Cleaning full size houses is far more difficult than small hotel rooms. Most people would pale at the physical challenge.

Compensation - The lodging industry is not a place to get rich quick. We pay more, we pay quick and we provide incentives to staff members.

Tips - People who clean toilets for a living appreciate every gratuity they get. Perhaps even more than servers, bell hops, and concierges who always have their hand out. Housekeepers are authorized to leave tip envelopes in every property, asking guests to contact us if they have needs.

Consideration - To help staff meet personal and family requirements, we schedule around their needs, juggle hours, and go out of our way to make working here pleasant. We want to provide a solid reliable income for these wonderfully diligent folks.

Respect - People who clean toilets, deserve our highest respect (not our lowest.) Being President of the United States must be a tough job. But truly, it is not as hard as housekeeping.

Communication - Managers never yell at staff, never intimidate, never threaten. Instead, we encourage, train and emphasize. Managers stand shoulder to shoulder working with staff. Leaders lead by example.

So, let's take just a minute to say thank you, thank you, thank you.

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PROFILE: This month it's time to introduce Noel Poage, one of our ace Dynamic Range photographers and creative directors to you. He joined a year ago and has been indispensable for many reasons. One is his unfailingly happy attitude and well mannered approach to everyone. We are lucky to have him and others like him with such admirable attitudes.

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Author: Wm. May, Vortex VIP
Blog #: 0550 – 06/30/17

Sponsor: Vortex VIP – – VortexVIP.com