All Forum Posts by: Dominic A.

@Leslie Anne Morris has the right answer. If you're using a PMS (Property Management System) you would handle the payment on your side (using the system of your choice). Also gives you more access/control of the reservations and communication with the guests (the control they offer through the API (application programming interface) actually makes it one of our top picks as a platform).

Having said that, yes, if you're not using a PMS then VRBO is going to use whatever payment system THEY prefer, and you may want to stick with Airbnb.

Yup, we have 3 rentals like this and HAVE indeed needed to go in for emergencies. So far the guests have always understood. 

Make sure you keep a conversation chain open (a good idea anyway) so that your request isn't coming out of the blue; if you're friendly they'll likely be cooperative.

Usually, that's the right answer. 

As @Anthony Therrien-Bernard points out, having an office right now is a pretty valuable feature. 

@Chris Baxter is also right, if you're selling then a bedroom can be great (usually easy enough to switch back to an office if needed). If it's a hold and rent...there are a lot more questions to ask:

-Are you paying for the utilities of the extra people you potentially add to the rental?

-Is the room actually fire-safe as a bedroom?

-Does the market/neighbourhood favour a better rate for more bedrooms/a family rental or is it more geared to singles/couples working in the area?

Check before you pay, but I believe Hostfully will retrieve your listing info from Airbnb (it's the only listing site they offer this option for) to set up in their system. From there you can send it to multiple places.

We use Turnoverbnb for 10+ properties. It's been really great. The free option is also good, but we have quite a few cleaners/changes to keep track of so we find the small fee to be well worth it.

Most of our cleaners get paid outside the app, though the auto-pay feature is certainly easy if you have a cleaner who prefers that option.

We update our checklists once a quarter or so and it helps us to improve and standardize things as we grow. Being able to monitor/review cleans remotely was a huge thing for us (made it worth the fee), but the inventory tracking feature they've added has been an amazing addition to our workflow.

I am surprised by how many guests actually use the checkout notification, but it's also been great for us and has even helped "convert" a few would-be 3 Star ratings into 5 Star ratings.

If you have a fantastic cleaner who will be with you forever and you can trust to handle everything you need then don't sweat it, just use a shared calendar and some texts/emails. But if you're team is expanding/large you may want to take a look.

*The caveat here is that if your team/requirements are TRULY large, you probably want to set up an actual staff/work order system...which can probably be better done in a PMS or Task Manager. We started with Turnoverbnb at 2 properties and have found that it's grown really well with us (primarily because the STRs are not all in one location); we could make a switch, but we're ok with keeping the STR cleans exclusive to an outside software (which conveniently integrates with our PMS)

I understand your discomfort. I agree that it probably isn't your business if the kids are being babysat; however, the rental IS your business so if it makes you nervous I understand.

The simple answer is, no, you likely shouldn't have cancelled.

@Taylor L. might be onto something, technically this could actually become a fair housing issue if they wanted it to, though it probably won't.

I would refund the full amount...like yesterday. You made the call, so you should take the hit and just hope/assume you'll fill the space. Unless your contract says otherwise, but I'm doubting you had anticipated this type of situation when you were drafting it. 

Keep in mind, if this was a furnished LTR you couldn't keep a first month's rent just because you're waiting to see if the replacement comes through (not if you're the "at fault" party).

I appreciate this may be a bit more hands-on then your business model demands, but we actually enter the code into the smart lock app (we use August and Yale locks mostly) manually. 

We can still do it remotely, but the step of entering it involves us reviewing and updating the notes/guest file when a new booking comes in. It serves as quality control to ensure we answer any initial questions or address requests right from the beginning. From that point on the automation of the rest of our system can pretty comfortably guide the reservation.

You can for sure cut this step out, but we've actually turned off the "Automatic Code Generator" so that we can offer a better/smarter service.

Last 4 of the phone is always a great idea; as referenced the Schlage encode seems to be the BP favourite.

What percentage of the booking are you out if he doesn't pay?

If you take the payment, then VRBO needs to trust your records. If they take the payment they need to explain to you where the money is. 

I completely appreciate not wanting to lose your status, and there is definitely a trade-off. What you've explained so far doesn't sound worth it though; I think you need to hold firm and possibly cancel if he won't go along with your policies. 

Talk with VRBO though, and ask to escalate the call if needed; it sounds like they have gotten involved and made it harder for you to properly and legally run your business...so they have now made themselves partially responsible for this booking. This will likely be a very frustrating call until you reach the right person (sometimes I've had to call back and try again), but if losing the money, status and upsetting the HOA is the priority then stay on it until it gets resolved.

Two notes from the last time I called VRBO:

1.) I use a PMS, so there is actually a different department for that, and they were very helpful (because the payment and booking process is different). If that's your situation, mention it to the operator, so you get the right department.

2.) The reason I was calling was to help a guest cancel after they checked in. They had misunderstood what floor the unit was on. We agreed they'd be happier somewhere else and they were offered a full refund. The time I spent on the phone with VRBO trying to fix it (and the risk of losing a few nights of revenue) was worth ensuring no one had a bad experience/left a bad review.

Guests will cancel whenever they want to/need to and will almost always expect a refund no matter which option they select. We prefer flexible for that reason (and because, as @Luke Carl mentions it seems to be preferred by ABB) but sites like "booking.com" offer a non-refundable rate option that can also boost traffic and bookings.

The key is that you're happy and comfortable with your policy and "enforcing it" if need be. We actually add a section to our "house rules" stating that we cannot refund non-refundable rates just to make sure there is no misunderstanding (though...we definitely still get requests)

Your question about booking.com factors in greatly here actually. We use it, and it's pretty good. The guest will not be the same (have the same expectations) as dedicated STR sites though so be prepared for that. You'll also likely want to look at a damage/security deposit strategy if you go that way...which again, will be a matter of comfort and willingness to communicate and hold firm on.

Quote from @Account Closed:

Quote from @Paul Sandhu:

There is a motel in my town.  They have bathtubs and showers.  They have color televisions.  They have telephones.  I have none of that.  How would I compete against a motel with tub/shower, color tv and telephones?  I do have indoor plumbing in the kitchens and various outdoor cats.  People have to bathe outside with a garden hose though.

 You are assuming your clients bathe.

And it's a short 1,303 miles to the Waldorf Astoria New York

I think actually they have showers too.

 Being converted to condos right now I'm afraid; they'll need to go to The Plaza for the next little bit.