Experience The Difference The Right Property Manager Can Make.
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Welcome To The Family. You’ve worked hard for your vacation home and we’re working hard to keep it working for you. Operating in the areas of Down East, Morehead City, Atlantic Beach, Beaufort and Indian Beach, our rental department offers greater exposure to renters looking for the perfect vacation experience. 2
Table of Contents Page 4..............Your Second Home Is Our First Priority Page 5..............Accounting - We Keep The Books Page 6..............Teamwork is Everything Page 8..............Increase Your Exposure Page 10...........Build Value Page 12...........Annual Rentals Q&A Page 14...........Vacation Rentals Q&A
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Your Second Home Is Our First Priority.
We cater to your main objectives when your property is under our management. With us, you can be assured our dedicated and experienced staff will handle the following: Maximizing Income • Property Marketing • Diverse Advertising • Proven Rate Structures • Vigorously Generate Bookings • Manage Reservations • Individualized Plans Worry-Free Property Management • Maintenance Issues • Housekeeping • Linen & Prep/Removal • Exchange of Monies • Property Inspections • Solve Unexpected Problems • Storm Prep 4
We Keep The Books.
Breathe easy knowing that we’ll handle the bookkeeping. You will receive a monthly statement, mailed out by the 7th (15th for annual rentals) of each month, outlining your gross and net income. We have many services offered to the vacation renter at their expense. These include: • reservation fee of $100 (for 5 nights or more) • cleaning • linens • damage insurance of $45 • non-refundable pet deposit of $150 (if applicable) • optional travel insurance fee of 6.95% of total reservation • NC rental taxes Vacation Rental Owner Dispersement Checks Reflect the gross rental income, less commission and any maintenance expenses. Vacation Rental Example: (Commission) - (Maintenance)=(GRI) Annual Rental Owner Checks Reflect gross rent income, less commission and any maintenance expenses. Annual Rental Example: (Commission) - (Maintenance)=(GRI) 5
Teamwork Is Everything.
We enjoy working with you and want the best for you throughout the entire year, not just the peak rental season. We want to make sure you are prepared for each and every season and are aware of what our expectations are of you. Communication We are committed to updating you about your property as changes occur. We understand that you will occasionally want to take full use of your vacation home and/or allow friends to visit. Please know that if a reservation already exists for the time you would like to block the property for your use, we must honor the guest’s reservation. We will happily block off anytime of the year that you would like to enjoy your home, all we ask is that you notify us promptly so we may assure an online booking will not conflict with you or your guests’ needs. Yearly cleaning Yearly cleaning is necessary to prepare your property for the rental season. This is a deep cleaning where we recommend using a housekeeping service. Depending on your booking activity, we may recommend an additional one during the mid-summer season to satisfy guests arriving after July. Bed Linen Maintenance It is required each year at the start of the rental season that pillows and mattress pads are laundered and restocked. Comforters, quilts, blankets & pillow cases should be kept free of stains, tears & pilling. These items should be replaced as they begin to show signs of wear. Please note: All pillows require pillow protectors. 6
Build Value - Interior Updates When guests first arrive to their vacation home, their first impression is of the outside of your property. Once inside, guests want to feel welcomed by inviting decor and basic amenities of home. Updates improve the rent-ability of your property. Some houses succeed with furniture and appliances that have lasted over a decade, however, we recommend a modern and simple decor to generate more interest from the renters. Bed linens, bath & kitchen fixtures, and electronics are all easy, inexpensive ways to spruce up a property. April & November Walkthroughs Walkthroughs allow us to be aware of the property conditions before and after the rental season for vacation properties. We will discuss any updates necessary for maximizing your rental reservations, completion of deep cleaning and any repairs that are deemed urgent by the Rental Agent. Yearly inspections are completed for annual rentals. Stocking Supplies It is required before the start of the summer rental season to have replacement air filters for each vent. These should be stored in a utility closet/cabinet. If these are not present in our April walkthrough, we will purchase them and deduct the cost plus a service fee from your target account. We stock light bulbs and batteries in our office and they will be replaced (and billed to you) as guests need them. If a light bulb or filter needs exchanging during the rental season in a ceiling above 8’, a service call will be arranged. Target Accounts Target accounts will be established for each property. The NC Real Estate Commission does not allow Rental Agencies to authorize repairs on a property unless funds are available in a trust account to cover the repair expense. Efficient repairs are necessary to satisfy renters and avoid larger repair issues. If a monthly account balance falls below the target amount, you will see “Debit Due” to increase your balance to the full amount on your monthly owner statement. Target Account Requirements: Vacation Rental: $250; Annual Rental: $150 Insurance policies All insurance policies are the owner’s responsibility, so please update often. It should cover Wind, Hail and Flood as well as content coverage. The Rental Agency requires a minimum of $500,000 liability coverage for your property and to indemnify Realty World First Coast Realty against any claims. Please submit a copy of your policy for our master files.
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Increase Your Exposure
No property is the same. So why should your marketing plan be? We help our owners maximize their returns by creating custom tailored marketing plans that fit your individual property. Our marketing and advertising campaigns help boost your properties visibility and increase conversion rates. Our extensive marketing efforts include both digital and print to ensure we provide the most exposure for your property.
Initial Impact
Professional Photographer
Amateur Photography
Professional Photography vs. Amateur Photography
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Professionally photographed properties (like the ones below) are more likely to attract visitors and more likely to convert those visitors into renters.
Modern Website & Online Booking System Our website has been built from the ground up with the end user in mind. A fully responsive website with a simple informative design allows the renter to easily find you, no matter what device they’re on. • 24/7 User-Friendly Online Booking System • Nationally recognized name with professional branding • Properties are distributed across the major rental networks (HomeAway, VRBO, etc.) • SEO - In an ever changing industry, we have a team in place that maintains the best in current SEO trends & best practices, placing us in the top 10 search results. We provide high-end, keyword rich property descriptions based on what the renters are looking for.
Social Media
Email Marketing
No marketing strategy is complete without
Keeping top-of-mind to our client-base
a solid social media advertising plan. We
means staying in their inbox. We distribute
utilize the best platforms that fit within our
email campaigns bi-monthly with varying
targeted demographics. We are proactive
expectations. All new properties listed with
with our social media efforts and work to
us receive an initial e-blast to our existing
make each experience a positive one to
database.
provide positive results. • Facebook • Instagram • Pinterest • Twitter • Google+ • ISSUU
Print/Traditional Marketing A solid marketing plan means including digital and printed materials. We are consistently featured in many of the areas local publications as well as statewide and nationally distributed publications.
• Youtube • Vimeo 9
Build Value
Maximize your investment by building value and enhancing the overall guest experience. Your rental property will benefit from providing modern amenities. To advertise your property, we require the following and will perform a walkthrough prior to each season. Interior Design & Comfort Living Room
Dining Area
Sufficient seating (couches, chairs, etc.), Coffee/
Table and chairs to accommodate maximum
End Tables, Lamps, Minimum 32� TV with cable
occupancy, bar stools (if applicable), ceiling
or satellite services, Artwork, DVD Player, Games
lighting above table .
(board or TV based). Kitchen Bedrooms
Dinnerware for maximum occupancy (entrĂŠe
Bed(s) with mattress pad and quilt/comforter,
plates, salad plates, cereal bowls cups,
pillows with pillow protectors, (2 per bed, 1
mugs), Extra pieces encouraged to insure
per twin), foam pillow option if down is used,
consistency in the event of replacements,
blankets, mirrors, dressers, night stands, lamps,
glassware for maximum occupancy (large
window treatments, artwork, clocks, TV (minimum
and small glasses, wine glasses, plastic cups
1 required in master), clothes hangers, waste
for younger guests), silverware for maximum
basket (bathroom).
occupancy (knives, forks, spoons, steak knives, serving utensils.).
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Cleaning Equipment
Safety
Vacuum cleaner & bags (we suggest canister/
Fire extinguishers, smoke detectors with new
bagless), broom & dustpan, mop & bucket, commode
battery due April 1, non-skid rugs.
brush & plunger, household spray cleaner on Service Contracts
elevated shelf.
Copy of any service provider contracts with HVAC
contact information. (HVAC, landscaping, pest
One year supply of filters for each type of receptacle.
exterminator, cable/internet provider, pool maintenance, etc.).
Stand Out From The Crowd. Below are a few suggestions that help build value, provide more return on your investment, and deliver the best vacation experience. Maximizing The Guest Experience Pet Friendly Offering your home as pet friendly opens your property up to a larger pool of prospective renters. Pet approved homes increase rental potential to include families looking to bring their whole family to the coast. Pet deposits will be non-refundable and will be used if needed to clean/repair damages.
Modern Technology Perhaps the weather isn’t cooperating or it’s been a long day out in the sun. Offering BlueRay DVD instead of DVD/VCR and/or a gaming station will provide additional entertainment to renters who need some indoor fun. They will be able to bring their own movies/games from home.
Turndown service The vacation renters memories should be about enjoying the beach and time with their family. Offering beds made and bathroom towels folded, will be more attractive to renters. This is arranged through our current linen provider.
Unit Amenities Ensure that your guests experience with your home is a lasting one. Simply providing a few additional amenities such as beach chairs, boogie boards, fishing rods or a bottle of wine can leave a lasting impression and keep your guests coming back year after year.
Internet Service Providing internet access will ensure that your renters can continue with their lives while on vacation. Providing a WiFi with a separate login and password will make a huge impact. 11
Annual Rentals Q&A.
The annual (long-term) tenant comes with very different priorities and lifestyles. Choosing the renter that best suites your property is top-of-mind in order to make your renting experience a success.
Q: How do you find the renter?
Q: What does a property manager handle?
A: We advertise locally as well as nationally.
A: After the tenant has selected a property and
We have contacts with the Military Relocation
been approved, we review the lease and terms
Department and the Coast Guard for those
with the tenant. We will also review the Lead
employees who prefer renting off-base. Our
Based Paint Disclosure with tenants on properties
advertising efforts range from the local Board
built before 1978. We collect rent and handle
of Realtors through the MLS to Craigslist, Social
security deposits as instructed by the Tenant
Media & Direct Print. Our SEO efforts ensure that
Security Deposit Act. Inspections are scheduled
we are included in the top ten search engine
to review any damages (not normal wear and
results online.
tear) before security deposits are refunded. We can also arrange annual inspections for tenancy
Q: What background checks are done? A: With each interested applicant, we perform a credit and rental history check, verify employment and review their application.
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over one year.
Q: How are repairs handled
Q: What is the commission rate?
A: In the instance an issue is reported, we
A: No fine print, no hidden fees. We charge
arrange a subcontractor to attend to the matter.
10% commission for our services. This fee
Emergency needs are handled immediately
is consistent with all of our owners and
and then the owner will be contacted. The NC
properties. We do not alter for location,
Real Estate Commission does not allow Rental
quality or by potential rental income.
Agencies to authorize repairs on property unless funds are available in a trust account to cover
Q: How are uncooperative tenants handled?
the repair expense. A target account balance
A: If a tenant is one month past due on rent,
of $150 is required to cover expenses. If the
we arrange a meeting to discuss payment.
maintenance repair exceeds this amount, you
When he/she becomes two months pass
will be contacted. If you have a list of preferred
due, an eviction notice is delivered and we
technicians, please provide this list with your
arrange the paperwork for court. The security
Rental Agent Contact.
deposit will not be refunded unless the past due amount can be arranged and the property
Q: How am I paid?
condition is approved.
A: We disburse rental income statements by the 15th of each month. Our commission and any maintenance expenses are deducted from your gross rent and you are issued a check for the remainder. We will maintain a year-to-date accounting of your rental income and expenses for your tax purposes. A 1099 will be prepared annually.
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Vacation Rentals Q&A.
Renting your property can be extremely rewarding. With it comes a lot of questions and concerns. Below we have examined a few of the most commonly asked questions. Q: How is my property rented?
Q: What is the vacation rental commission?
A: Properties are rented by availability depending
A: Our commission fee of 20% is consistent
on Saturday or Sunday turnover, then by the
with all of our owners and properties. We do not
renters’ needs and wants for location, price and
alter for location, quality or by potential renter
amenities. All properties that are available for
income.
the requested time/features are displayed. The renter then reserves by phone or online. For
Q: How am I paid?
online reservations we follow up with a phone
A: Disbursement is by the 7th of the month.
call to complete the registration process.
For any month that has occupancy, you will receive a detailed statement and check for the
Q: How is my rental rate set?
amount of rent less commission, maintenance/
A: We always have your best interest in mind
repairs and any HOA fees. Added to your
when suggesting rental rates. Comparisons of
rental rate are cleaning, pet and linen fees and
location, size and quality are considered along
insurance - all of which are paid by the guest.
with past rental history. Other factors that contribute are age of home/condo, renovations, modernization, upkeep, and amenities as renters will “shop� these online and through marketing materials. 14
Q: How do owners reserve time?
Q: Are walkthroughs done every year?
A: It’s your property, please enjoy it. However,
A: Yes. We schedule a walkthrough before the
limiting personal and family use during peak season
summer season and during the fall. During this
is advised. All owners have a personal login to view
time we’ll be able to review your inventory and
the rental activity and to make owner reservations
make notations on condition and appearance of
online, or you can always call us for assistance.
the furniture, paint, carpets, decor and stocked
If family or friends are using your property, we
items. We will offer suggestions and advice
provide keys, linens and housekeeping which can
to improve/update your rental property if
be billed to your account or paid by the guest prior
necessary. You will be notified in advance of this
to arrival. Please notify the Rental Agent if you plan
appointment.
on reserving time as we do not want a conflict with a potential renter.
Q: How are minor maintenance calls handled? A: Any time a Realty World-First Coast employee
Q: Are rates discounted for open weeks?
makes a service call to your property for A/C
A: Discounts are offered for a variety of reasons,
filters, light bulbs, smoke detectors batteries,
mainly in the off-season or for holiday specials, etc.
etc., it will be handled as a minor service call.
There are typically no discounts given during peak-
You will not be charged for these repairs unless
season (Memorial Day–Labor Day) unless there is
we are required to purchase such items or if
a specific request for a discount (unless instructed
a professional is called to handle the issue. In
otherwise).
this case, the amount will be included on your monthly statement.
Q: Who pays for housekeeping and linens? A: Basic housekeeping and linens are paid by the
Q: How are repairs & maintenance handled?
guest. Dependent on location, turndown service
A: Maintenance calls require a specific vendor or
will be included in the guest charges as well.
contractor to attend to the property. You will see the repair on your monthly statement along with
Q: When do we schedule a deep clean?
a copy of the work order and receipt/invoice. A
A: It is highly recommended to consistently do
target account of $250 to cover these expenses
a spring cleaning before every April and at the
is required. If the work exceeds this amount,
end of the season. This is a deep cleaning service
you will receive a phone call unless otherwise
that covers all cabinets, closets, shelving, carpets,
requested and specified in writing. We do not
windows, blinds, baseboards, light fixtures/fans
add on service fees for subcontractor invoicing.
and appliances. The regular cleaning that is handled weekly during season is also done. Bedspreads and
Q: What is included with Storm Prep Service?
quilts should also be laundered.
A: Realty World - First Coast will move in plastic outdoor furniture or items such as trash cans. Any need for boarding of windows or moving heavy items will incur an extra fee. 15
CONTACT US Local: 252-247-5150 • Toll Free: 800-972-8899 • info@NCVacations.com VISIT US ONLINE ExperienceTheCrystalCoast.com • NCVacations.com