owner’s information guide
CONTENTS 3 Welcome Letter 4 Who We Are and What We Do 5-6 Your Maui Condo and Home Team Housekeeping Inventory Accidental Damage/Security Deposit Insurance Accounting Evaluations 6-8 How We Market Your Vacation Rental Websites Reservation Sources Online Media Advertising 9-10 Frequently Asked Questions
Mahalo for considering Maui Condo and Home to manage, rent and care for your vacation rental. We know your vacation rental is very important to you. It’s not just your home-away-from-home on Maui. It is also a serious investment that warrants the care of trusted professionals. As you already know, Maui is the definition of a tropical paradise. The year-round perfect weather and the strong Hawaiian culture bring people to this island. Some are lucky to visit once, while others are blessed to visit it regularly. Maui sells itself, but convincing travelers to choose your vacation rental over thousands of other choices is a challenge. A challenge we’ve helped vacation owners overcome for more than 26 years. Based locally on Maui, our expertise, combined with experience and passion will help you succeed. Following this letter is additional information on Maui Condo and Home, our services and how we make it extremely easy for vacation rental owners like you to manage the rental of your vacation rental, while ensuring maximum profits. Please take a few minutes to read through the Owner’s Information Guide. If you have further questions, do not hesitate to call Tiana Raymondo, our owner services manager at 800-822-4409 or on island at 808-879-5445 or email her at tiana . raymondo@mauicondo . com . Me ke aloha pumehana, (With our warmest aloha), Dawn C. Kane Vice President, Principal Broker Maui Condo and Home, LLC dawn.kane@mauicondo.com 3
who we are and what we do Maui Condo and Home is a licensed Real Estate Brokerage that specializes in full-service vacation rental management. We are one of the largest vacation rental management companies on Maui with more than 26 years of industry experience. We are a licensed brokerage in good standing with the State of Hawaii DCCA, Better Business Bureau (BBB) with an A-plus rating, Maui Hotel & Lodging Association (MHLA), Maui Visitors and Conventions Bureau (MVCB), Hawaii Visitors and Convention Bureau (HVCB), Vacation Rental Manager Association (VRMA), Hawaii Vacation Rental Managers Association (HVRMA) and the Maui Chamber of Commerce. As a full-service vacation rental management company, you can decide how involved you want to be - from very involved to leaving everything to us. We will take care of everything from bookings, marketing, cleaning and maintenance to guest service requests and preventative maintenance troubleshooting. 4
how we take care of you and your investment YOUR MAUI CONDO AND HOME TEAM Maui Condo and Home employs industry professionals from a variety of backgrounds to ensure we are strong in every aspect of our business. Our backgrounds and experience include: • Local knowledge of Maui and Hawaii’s culture • Hospitality • On-site and off-site condominium hotel • Customer service management • Reservations call center • Property management • Front desk guest service • Home Owners Association services • Concierge services • Association of Apartment Owners services • Construction – general maintenance • E-commerce web sales and marketing • Housekeeping • Print media marketing • Accounting HOUSEKEEPING The care and well being of your vacation rental is of utmost importance to us. All cleaners are licensed and insured contractors. Maui Condo and Home has an independent contractor agreement and housekeeping operational standards the vendors must agree to follow before working in any of our vacation rentals. In order to maintain, improve cleanliness and keep vendors aware of proper standard operating procedures related to quality care of vacation rentals, Maui Condo and Home provides industry standard classes and training to the vendors at no cost. An official “Maui Condo Arrival Inspector” will inspect your vacation rental on the day of every new arrival to check the housekeeping and provide a preventative maintenance check, ensuring it is ready for the incoming guest and meets our standards. INVENTORY To ensure quality standards for all your guests, we will provide you with a list of items with which your vacation rental should be stocked. For your convenience, we stock many items or can procure them as needed using our established superior vendor relationships, saving you money and time. ACCIDENTAL DAMAGE/SECURITY DEPOSIT INSURANCE All reservations booked by Maui Condo and Home for your vacation rental will include accidental damage insurance. This covers accidental damage up to $1,500 such as a spill on the carpet or a broken glass-table top. Maui Condo and Home processes the claims, neither the guest nor you will need to do anything, we take care of it all for you. 5
ACCOUNTING Maui Condo and Home’s accounting department offers the following services to make banking and filing your taxes easier: • You have the option of having Maui Condo and Home file your Hawaii State General Excise Tax (GET) and Transient Accommodations Tax (TAT) for a small additional fee. Taxes are due to the State semi-annually, quarterly or monthly depending on the annual revenue achieved - frequency is decided by the State. • Electronic Funds Transfer (EFT) • Yearly 1099 forms are distributed promptly. • Monthly Owner’s Statements are available online as well as hard copy mailed to you, including copies of all invoices for your records. EVALUATIONS An experience evaluator, trained by professionals in industry quality standards will evaluate your vacation rental annually. You will receive a report that can be used for budgeting and planning purposes. Similar to a report card, it will let you know the condition and the wear-and-tear of items, as well as changes in consumer preferences taking place in the industry so you can keep your vacation rental up to standards and always stay competitive. how we market your vacation rental WEBSITES Maui Condo and Home has multiple websites dedicated to its vacation rentals and the properties. The main website, MauiCondo.com, features all vacation rentals including yours. Your vacation rental’s specific page will feature real time availability, photos, descriptions, amenities and a map of the location. The website allows vacationers to book your specific vacation rental, a standard we’ve developed that helps us be more competitive. OwnerLink is a portal made just for Owners that shows calendars, reservations, statements and allows you to create bookings for yourself, your family and friends. You can access the OwnerLink through MauiCondo.com . 6
RESERVATION SOURCES Our property management software allows individual guests, travel agents and channel partners access to your vacation rental information via ISI, an online portal. Available information includes vacation rental availability, photos, descriptions and amenities. Our system also allows them to book your vacation rental directly into the reservation system, eliminating duplicate bookings or delays and loss of a booking because guests often want to book right away - no matter the time of day or night. The best sources of business are direct bookings and repeat clients. Our vacation rental quality and customer service standards help us maintain a strong repeat client base as well as good word-of-mouth and referral clients coming in. We reach new clients through our websites and online marketing as well as other advertising sources. Traditional travel agents add to our reservations mix. Our property management software allows travel agents who book us to access online real time availability and rates so they can reserve vacation rentals in our program anytime. Travel agents receive an industry standard 10-15% commission. Channel partners are third-party reservations agencies, typically online or web based, who are linked directly into Maui Condo and Home’s reservations software for online real time booking 24 hours a day, seven days a week and 365 days of the year. They receive a commission like standard travel agents. Maui Condo and Home also does business with online travel agents such as Expedia, Travelocity, and Orbitz as well as traditional travel package providers such as WestJet Vacations from Canada, Pleasant Holidays and All About Travel, all of which earn a percentage of each paid reservation they book. ONLINE MEDIA Maui Condo and Home understands the value of technology and having a strong online presence. You will find our presence in all of these areas: • Online Technologies & Social Media • Twitter (@MauiGetaway) • Glad To Have You (App store: Maui Condo) • Pinterest (pinterest.com/MauiCondo) • Blog (Mauicondo.com/vacation-guide/blog) • YouTube (MauiCondo) • Facebook (facebook.com/ • HomeAway Network MauiCondoAndHomeRentals • Flipkey • Google + (google.com/+MauiCondo) • Trip Advisor In May 2013, Maui Condo and Home went live with “Glad To Have You”, a vacation rental mobile application. The App is interactive and informative, providing guests with reservation and check-in information as well as things to do and see on Maui using interactive Google Maps. 7
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