WELCOME TO BRANSONCONDOSONLINE.COM VACATION RENTALS MADE EASY
Welcome to BransonCondosOnline.com! ………..…………………………
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Why BransonCondosOnline.com …………………….………………………….
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Preparing to host guests ………………………..……….…………………………
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Operations …………………………………………………….…………………………..
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Maintenance ………………………………………………………………………….….
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Protecting your home …………………………………………………………….….
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Guest satisfaction …………………………………………………………….………..
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Guaranteed success …………………………………………………….………....…
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Owner information …………………………………………….…………………..…
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WELCOME TO BRANSONCONDOSONLINE.COM! We know how important it is to work with a company that takes as much care with your investment as you have taken in securing it. Whether your home is currently set up as a vacation rental or you are simply looking to improve the return on your investment, choosing to entrust your home to a professional management team is an important decision. We are happy to work with you in making the most of your vacation home, and it is our hope that with your rental property under BransonCondosOnline.com’s care, you’ll be able to enjoy your vacation home more than ever before. This reference packet is the first step: you'll find all the details on the policies and procedures we have developed to ensure your home is a well-cared-for and successful rental property. As a local Property Management company, we are available to handle any property concerns you may have. Or, you can always contact us through our Operations phone line at 417-553-2225, or email us at info@BransonCondosOnline.com. We recognize that like each home we care for, each owner has his or her own unique needs. We look forward to building an open, communicative relationship between our team and your family!
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www.BransonCondosOnline.com | 417.553.2225 | info@BransonCondosOnline.com
WHY BRANSONCONDOSONLINE.COM When choosing a management company, it is important to consider the strengths of both larger companies and those of smaller outfits. With BransonCondosOnline.com, you have the best of both worlds. The success of your vacation home is secured by the advantages and resources of a larger company, coupled with the unique and intimate knowledge of a local management team. With our combination of a sophisticated software system, a dynamic pricing model, and simple user processes, the team here at BransonCondosOnline.com presents an innovative alternative in the vacation rental industry.
SOPHISTICATED SOFTWARE BransonCondosOnline.com has created a powerful customized software system that allows us to track and analyze data in ways unlike any other management company. Our database provides extensive information that helps us determine and predict how the industry functions, so we can ensure you the optimal return on your investment. We leverage rates to stay current and competitive, manage an in-house call tracking and email system, record extensive guest history, deduce sophisticated review averages and statistics, observe unit performance metrics and housekeeping metrics, and use strategic testing to gauge marketing success. Ultimately, our unique software systems allow us to better cater to the specific requirements of owner services, housekeeping and guest care.
DYNAMIC PRICING Unlike traditional management companies that simply set on and off-season prices, BransonCondosOnline.com maximizes revenue using a complex set of variables. Our dedicated Revenue Analyst works to customize each home’s pricing patterns to maximize the profitability of your home. We adjust rates based on many variables: seasons, events that draw travelers to Branson; property-specific features or amenities that add value for guests, the number of guests each home accommodates, and the proximity to popular attractions. Beyond the home itself, our rate strategies also adjust for the timing of the reservation, accounting for advance booking potential, last-minute stays, and holidays.
DIVERSIFIED MARKETING We market our vacation rentals through well-recognized national and international brands such as Expedia, Hotels.com, Booking.com, Priceline, VRBO, HomeAway, Flipkey and many others. We encourage our guests to invite their friends and families to stay with us via email marketing, special offers, press releases and announcements to name a few.
SIMPLIFIED EXPERIENCE It is our goal to make the process simple for both guests and homeowners. Our dedicated staff comprises numerous departments so that we can focus on all areas of managing your home, so that you need only to sit back and collect your return at the end of each month. Page 3 of 12
www.BransonCondosOnline.com | 417.553.2225 | info@BransonCondosOnline.com
PREPARING TO HOST GUESTS We handle advertising, listing, marketing, rates, licenses, sales taxes, contractors, reservations, housekeeping, housekeeping supplies, maintenance tracking, customer service, and guest inquiries. At the end of the year, we send you a 1099 tax form for your use. This provides a huge advantage over management companies that are only staffed 9-5 Monday through Friday. Additionally, we are available on call at all hours to handle urgent and nonemergent issues.
GUEST EXPECTATIONS & PERSONAL ITEMS If you have not rented to guests before, there are some key things to keep in mind. Most guests expect a vacation rental, similar to a hotel, to be presentable in every way and for everything to look as new as possible. Guests typically seek out homes that are at least a small step up from their own home, and they will judge their experience based on this set of expectations. We can work with you to improve your home so that it photographs better, rents better, and earns better reviews — all things that lead to more revenue for you! Unlike a hotel, though, each home has its own style and characteristics that make it a unique experience for guests. Guests also tend to view your home as though it is solely theirs for that limited time they are occupying it. They may look in every closet, every drawer, and every cupboard, and feel as though anything present is theirs to use, so please remove anything that you do not want a guest to access. We recommend keeping a locked closet for your personal items that you do not want to move off-site. Also, we install a lock on one of the closets to have a locked supply closet for paper products and cleaning supplies, as it helps our housekeepers to have these items on site. BransonCondosOnline.com will stock the necessary toiletries, cleaning supplies, and paper products for each reservation.
STANDARD FURNISHINGS & AMENITIES In order to maintain a quality standard across the regions in which we manage, we ask that homeowners supply the following: For Each Bedroom
2 sets of matching bed sheets 2-4 pillows Mattress pad
1 bedspread or duvet with insert 1 blanket 1-2 decorative pillows
Please expect to purchase new linens and other items as needed due to normal wear and tear from regular use. Towels and sheets should be matching sets that are stain-free and should appear fresh and new. [White is recommended so that they can be bleached.] We can assist you in acquiring any of the items needed to prepare your home for your first guests and many to come. We have found that the best way to dress a bed for vacation rentals is matching sheets, a duvet or blanket, and a bed scarf or a bedspread.
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www.BransonCondosOnline.com | 417.553.2225 | info@BransonCondosOnline.com
PREPARING TO HOST GUESTS (CONT.) Kitchen Many guests choose a vacation rental over a hotel for the express purpose of preparing meals, so providing a wellstocked kitchen is key to guest satisfaction.
Adequate cooking gear Plates (1.5 of maximum occupancy) Glasses (1.5 of maximum occupancy) Flatware (1.5 of maximum occupancy) Dish towels
Towels sets (1.5 sets of maximum occupancy) 2 Bath mats for each bathroom Hair dryer
1 Plunger for each bathroom 1 Toilet brush for each bathroom, with stand
Iron & ironing board Broom with a dust pan Mop
Vacuum cleaner Fire extinguisher (required) Smoke detector (required)
Major appliances Microwave Coffee maker Blender Toaster
Bathroom Other
OPERATIONS HOUSEKEEPING There are iconic pleasures that are inextricably linked with our idea of vacation: the smell of freshly laundered linens; the glisten of an unused appliance; natural light through glass free of streaks from stray fingers; soft carpet under bare feet; and squeaky-clean tile flooring. These luxuries are the reason guests choose a vacation rental as a place to create new memories. This is why a dedicated housekeeping staff is at the heart of any successful vacation rental.
HOUSEKEEPING SYSTEMS It is important to us that all homes are held to the same high standard of cleanliness. In order to ensure this we have created simple and effective company-wide systems, including the following:
Cleanliness rating systems accrued from guests after their stay Regular housekeeping inspections Task checklists with customized additions for each home’s specific needs Centralized housekeeping management team Supply checklists to ensure homes are adequately stocked prior to every guest’s arrival Internal maintenance tracking system so that potential issues are monitored regularly Seasonal walk-throughs
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OPERATIONS (CONT.) SUPPLIES BransonCondosOnline.com is proud to provide its housekeeping staff with a highly competitive pay while keeping cleaning fees in line with industry norms. We view housekeeping as a key investment, not a profit center. Because of this, BransonCondosOnline.com covers the cost of consumable supplies for our guests and cleaning supplies for our housekeepers.
BRANSONCONDOSONLINE.COM-PROVIDED SUPPLIES FOR EACH HOME & GUEST
Shampoo Body wash Hand soap Deodorizing spray
Paper towels Toilet paper Laundry detergent Dryer sheets
Dish soap Dishwasher detergent Trash bags Trash can liners
BRANSONCONDOSONLINE.COM-PROVIDED SUPPLIES FOR EACH HOUSEKEEPER Our housekeepers are outfitted with all supplies necessary to keep your home in its most ideal condition. In order to keep your home pristine between each guest, BransonCondosOnline.com provides the following at no cost to you:
All purpose cleaner Glass cleaner
Furniture polish Toilet cleaner
Wet mop Gloves
LODGING TAXES BransonCondosOnline.com will collect applicable taxes from rental customers, file sales and lodging tax returns, and make all sales and lodging tax payments.
MAINTENANCE Reliable, trustworthy contractors are essential to handling home upkeep and maintenance. To ensure that all maintenance is handled professionally in a cost-efficient manner, BransonCondosOnline.com has established a network of experienced contractors with whom we conduct our business. As we have grown, we have developed strong relationships with local service providers. These providers work with us directly to assist in the upkeep of our homes. We know who to call, when, and how to work within an appropriate budget to fix any and all potential maintenance within a given home. Our local team of contractors includes handymen & women, appliance technicians, repairpersons, plumbers, carpenters, and heating & cooling specialists.
OWNER EXPENSED SERVICES We ask that owners cover the following expenses inherent in home maintenance:
Electric
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Water & sewage
Internet & Cable TV
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SERVICES THROUGH BRANSONCONDOSONLINE.COM We are more than happy to arrange and handle the billing for services on the owner’s behalf. Our invoicing department can work with appropriate service providers, schedule services, and handle billing and invoicing. We make it easy by simply covering any expenses for services provided and deduct them from your monthly owner statement.
SPORADIC MAINTENANCE As we know, homes have unexpected minor repairs that accompany its use. In the case of repairs, general maintenance is billed to the owner. Owner-expensed repairs include but are not limited to HVAC malfunction, plumbing issues, and replacing worn items (towels, sheets, etc). Owners are, essentially, responsible for items that fall under the umbrella of items considered necessary to the general safety and comfort of the guest. Owners are not, however, responsible for such expenses in the event of guest misuse; BransonCondosOnline.com will charge and collect repair or replacement costs from the guest when appropriate.
BRANSONCONDOSONLINE.COM-EXPENSED MAINTENANCE As your management company, BransonCondosOnline.com is happy to absorb the costs for regular upkeep of the home including but not limited to the following: changing light bulbs, batteries for remotes, fire alarms, delivering BransonCondosOnline.com-expensed supplies, and replacing HVAC filters.
EXPENSE APPROVALS It is our intention to ensure the general comfort and safety of our guests in emergency situations. However, in non-urgent or emergent matters, expenses greater than $250.00 are brought to the owner’s attention for prior approval.
PROTECTING YOUR HOME DAMAGES Our housekeepers are trained to notice and immediately report any damage that occurs during a guest stay. BransonCondosOnline.com will arrange maintenance for time sensitive repairs that total less than $250.00 and deduct from the monthly statement. We will notify owners of any damage and communicate if repairs are necessary that exceed $250.00. When appropriate, BransonCondosOnline.com will charge the guest when they are clearly responsible for the damage.
GUEST SCREENING We take great care to make sure the guests we invite into your home are respectful and considerate. Our reservationists are trained to screen any suspicious guests while booking. We look out for weekend reservations of all adults, at or near capacity; reservations where the guests present a difficulty in making required payments; reservations made with college e-mail addresses; and patrons whose exchanges lack the kind of maturity we associate with a formal transaction.
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PROTECTING YOUR HOME (CONT.) NO PARTY POLICY The maximum occupancy refers to the amount of people who are allowed to be on the property at any time, not just to stay the night. Guests are warned that parties at our rentals are not permitted. Both neighbors and our representatives reserve the right to inform necessary authorities if there is a noise violation after 10 pm. We are vigilant when discerning the difference between appropriate guest celebration and misuse of the premises.
DAMAGE DEPOSIT In order to maintain a simple booking process, we prefer to add as few extra costs to our patrons as possible. Without the requirement for guests to put down extra money up front, we are able to secure more bookings for each of our homes. To counteract the lack of damage deposits in our system, our housekeepers conduct inspections between each guest so as to identify the reservation during which any damage may occur. This process makes it easy to address any issues to the guest at hand with photo documentation. Additionally, upon booking, guests are required to comply with a basic rental agreement regarding our policies. This agreement is also available on our website.
INSURANCE LIABILITY We want to protect the safety of your investment as much as we want to protect the safety of the guests who enjoy it. We will work with you personally to evaluate your home with a discerning eye and provide suggestions to prepare your home for guest use. Although BransonCondosOnline.com is responsible for its own negligence, we require all owners to present a declaration of their homeowners' insurance for our records. We ask that all owners maintain a comprehensive liability insurance policy in a minimum amount of $500,000 that specifies BransonCondosOnline.com, as an additional insured. In the case of rare and extraordinary events, we refer to your insurance policy, as it is intended to protect you from these unusual instances.
GUEST SATISFACTION REVIEWS After guest departure, we send out a survey to our guests to help gauge what aspects of our service were particularly enjoyed and where we could improve. Targeting the major tenets of guest experience, our survey asks guests to provide ratings for the following categories:
Overall satisfaction Customer service
Cleanliness Location
Resort amenities Property condition
From these surveys, we are better able to assess how to increase future bookings and deliver a higher level of quality service to our guests. In addition to surveys, we encourage all guests to write a full review in exchange for a a discount on their next rental. We post reviews on our website, and encourage guests to post them on VRBO, HomeAway, Flipkey and other listing sites. Reviews are an incredible way to allow a home to promote itself! Bookings are often derived from the confidence garnered in reviews.
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www.BransonCondosOnline.com | 417.553.2225 | info@BransonCondosOnline.com
GUEST SATISFACTION (CONT.) We take our reviews seriously. We use them to develop suggestions for how to improve the guest experience at a given home. Necessary updates are handled immediately; however, recurring suggestions for ways to increase the value of the home are gathered for our owners' consideration. Having a finger on the pulse of the guest experience helps us continually improve our business and generate more income for every home.
DISCOUNTS In order to encourage bookings for your home, particularly during seasons of lower demand, we offer a series of discount options. *If a guest inquires about a booking within seven days of the reservation start date, we may offer a “Last Minute Discount” to help secure the booking. We encourage these discounts because we prefer to book homes at “last minute” for a lesser amount rather than leave the home empty for those dates. This is one of the ways we are able to keep our homes booked year-round.
CANCELLATION More than 30 Days: If the reservation is more than 30 days away, the guest can cancel with no penalty charge. Within 30 Days: If the reservation is within 30 days, then we offer no refunds for cancelled reservations.
GUARANTEED SUCCESS MANAGEMENT FEE & MARKETING Without a strong marketing strategy, even the best homes can miss out on superb booking opportunities. At BransonCondosOnline.com, we spend far more on marketing and web development per property than any of the competition. For every home, we reinvest a large portion of our 35% management fee right back into advertising your home to future guests!
PERFORMANCE GUARANTEES For vacation rentals currently managed by professional property managers, BransonCondosOnline.com guarantees a 10% increase in net revenue during the first 12 months for homes. For vacation rentals currently managed by the owner, we guarantee we will at least meet your prior rental income — while we do all the work. To be eligible for this guarantee, the owner must provide documentation of net rental proceeds for the prior period within 30 days of executing an agreement with BransonCondosOnline.com, and the owner must allow BransonCondosOnline.com to adjust rental rates and minimum stays based on demand. We have created a system that makes receiving the return on your investment as easy as possible.
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www.BransonCondosOnline.com | 417.553.2225 | info@BransonCondosOnline.com
OWNER INFORMATION OWNER STATEMENTS Your statement will be accessible online by logging in to our website. The statement includes an itemized report of all reservations and income for the month. Additionally, your statement includes a year-to-date summary of expenses, so you may use it as a tool when determining your tax deductions for the year. Upon the year’s end, we provide you with a complete 1099 for your tax purposes.
YOUR MONTHLY PAYMENTS Your monthly payments will be deposited into your bank account via direct deposit.
OWNER LOGIN Owners are given login information that includes a username and password for you to access important information regarding your home. This will grant you access to the calendar where you can view current and past reservations, as well as block off dates for personal stays. If you forget your password, give us a call and we can provide you with your password.
OWNER SUPPORT In order to deliver a higher quality of service to you as an owner, BransonCondosOnline.com provides a team of local experts familiar with all aspects of your home to make sure your home sparkles. You also have toll-free access to our Operations at 866-661-2482, which is staffed from 7 AM to 7 PM daily. You may also email info@BransonCondosOnline.com with non-urgent questions. Please save this contact information as your primary contact number and e-mail for BransonCondosOnline.com as it will ensure that your inquiries are handled in the most efficient manner possible by a member of our management staff.
OWNER USAGE When in doubt, block it out! Family reunions, time off to relax – there’s no limit on how often you can use your vacation home! However, it’s important to honor guests who have reserved and paid for time there. Be sure to block off dates through your Owner Login when you think you may want to visit your home, even if it’s at the last minute, so those future dates show as unavailable to rent. Please call Operations if you have questions about blocking out dates. If you have any questions about any of these guidelines, please call (866) 661-2482. We look forward to a successful partnership!
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www.BransonCondosOnline.com | 417.553.2225 | info@BransonCondosOnline.com
Rev 8/4/15
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www.BransonCondosOnline.com | 417.553.2225 | info@BransonCondosOnline.com