Your home. Our commitment. Welcome to
Welcome to Coastal Shore Vacations!
First, we’d like to take a moment to say “THANK YOU” for entrusting us with one of your most valuable assets - your home. It’s a job that we don’t take lightly, and your satisfaction is always our top priority. In a very competitive market where you have many choices, we are elated that you chose Coastal Shore Vacations as your partner in property management.
Here at Coastal Shore, we have an “Open Door” policy. Please, please do not ever hesitate to reach out to us with any concerns, questions, grievances and, of course, compliments. That’s what we are here for!
We look forward to a long lasting, prosperous relationship for many years to come! WELCOME TO THE COASTAL SHORE FAMILY!
“Thank you for managing our home. As owners, it can get stressful. Your establishment always keeps things running smoothly. Thank you for being so flexible and understanding so that we can have a “stress-free” rental season!”
– The Sayles from Lititz
“We have relied on Coastal Shore Vacations to manage our property since we bought our house on the island. CSV handles everything and they’ve been remarkably responsive to our requests. As an example, when intense weather struck, CSV inspected our place for heat and frozen pipes. That saved us hours of driving! The good folks at CSV are wonderful partners in this vacation rental venture and we’re confident that our home is under watchful eye!”
– The Kolhoffs from Richmond
THE PROPERTY MANAGEMENT TEAM
Reservations
• Facilitates and verifies guest and owner reservations.
• Responds to all leads and inquiries.
• Manages OTA Channel Partners (Airbnb, Vrbo, etc).
• Serves as guest concierge for information and requests.
• Enforces reservation policies (such as cancellation and payment schedules).
Accounting
• Prepares month-end owner statements and publishes to Owner Portal.
• Disburses rental income funds to owners.
• Reports and pays local, county and state transient taxes.
• Ensures all rental homes have the appropriate business license(s).
• Processes billing, vendor payments, account credits and most other accounting functions.
Revenue Management & Marketing
• Reviews market data and trends weekly with industry professionals.
• Implements dynamic pricing strategy based on comparative analysis data.
• Reviews rental homes for performance to proactively identify issues and/or areas of improvement.
• Brainstorms with owners to plan for specials or promotions as requested.
• Observes rental listings on all websites, including Channel Partners, for accuracy and visibility.
• Oversees local, regional & national print, and online/social media advertising.
THE PROPERTY CARE TEAM
Maintenance
• Schedules and oversees necessary and requested maintenance orders.
• Communicates with owners and guests regarding work order status.
• Installs Kaba keyless entry locks & provides entry audits when necessary.
• Performs annual inventory & condition inspections and reports findings to owners.
• Schedules lawn care, pool/hot tub, trash, and outside contractor services as requested.
Housekeeping & Inspections
• Schedules all cleaning tasks as necessary to prepare for a guest’s arrival or upon their departure.
• Performs a quality-assurance inspection after each clean is completed.
• Maintains Coastal Shore’s “Standard Cleanliness Level” at all times.
• Delivers guest supplies and a Guest Amenity Bag prior to each guest’s arrival.
• Oversees linen deliveries and pick-ups with our professional linen service.
• Consistently trains and mentors all housekeepers, inspectors and field runners.
• Reviews inspection reports to identify current issues or potential problems.
Vacation Home Safety
• Coastal Shore Vacations is a ‘Home Safety Certified’ company by undergoing extensive training with industry leaders.
• Performs a sign-on and biannual safety inspection at each rental home.
• Ensures proper safety measures are in place.
• Identifies potential problem areas and educates owners on solutions.
WHAT’S NEXT?
RESERVATIONS & MARKETING
Sign-On-Steps
ESCROW FUNDS
Please promptly pay the required $500 escrow balance to set up your account, as well as the onboarding fee.
BUSINESS LICENSE
We will apply for the required business license on your behalf. (Chincoteague requires a driveway; Cape Charles requires a safety inspection.)
CHANNEL PARTNERS
Verification of the home listings on Airbnb, Vrbo, BnBFinder, etc. This cannot be done without photos or a complete amenity list.
OWNER PORTAL
You’ll receive an email invitation to set up your Portal. This is where you’ll block owner stays, view account statements & other info.
PHOTOGRAPHY
A photo shoot is scheduled with our professional real estate photographer. The home must be staged and “photo ready.”
SYSTEM SETUP
All property and owner information is set up in our software platforms in preparation of the listing “going live.”
WHAT’S NEXT?
PROPERTY CARE Sign-On-Steps
INSTALL KABA LOCK
Installation of the Kaba keyless entry lock will happen within 1-2 weeks, as long as escrow funds have been received.
YARD SIGN
Unless otherwise specified, a vacation rental yard sign will be placed on the property. Once it’s placed, please do not move it.
A final inspection will be performed to ensure that the rental is 100% guest ready. To us, this means the house is ready to “Go Live.”
SPRING CLEAN
Your home is required to have a deep clean prior to the first rental. This also includes carpet and upholstery cleaning.
INVENTORY/CONDITION
A staff member will complete a thorough inspection of the home, including all amenities and inventory. Results/action items will be reported to the owner.
SAFETY INSPECTION
Coastal Shore is a “guest safety certified” vacation rental company. Each rental must undergo an inhouse safety inspection.
“GO LIVE”
ANNUAL PRE-SEASON PREPARATION of your Vacation Home
General Requirements/Recommendations
q Street address numbers need to be clearly visible from the street. If you have a long driveway, a street number/house sign should be at the entrance.
q Check exterior lights to make sure they are in working order.
q A minimum of two smoke detectors on each level of the home, to include one in each bedroom/closed area. Batteries should be replaced at the beginning of each year and outdated detectors need to be replaced. A minimum of one carbon monoxide detector is required on each level of the home.
q Carpet and upholstery cleaning is required before the first guest of the season.
q Spring (and Fall for year ‘round rentals) deep cleaning is required.
q Power washing and landscaping maintenance should be completed as necessary. Curb appeal is the guests first impression as they pull up to the home.
q HVAC preventative maintenance – this is strongly encouraged, as it helps prevent system malfunctions during the peak season.
q Be sure all sliding doors and windows operate smoothly and properly – lubricate as needed.
Kitchen
q Check all kitchen stock (cookware, serving dishes, plates, cups, etc.) to make sure it is in excellent/good condition. Guests do not want to cook on scratched or rusty pots/pans. Broken or melted cooking utensils should be replaced.
q Make sure knives are sharp.
q Clear any clutter. There is such a thing as too much.
q A small stock of basic spices is an added extra that guests appreciate.
q A non-expired fire extinguisher is required in the kitchen and laundry area (at minimum).
q Stock a small supply of hand soap under the sink.
Living Room/Gathering Area
q Check the condition of any sleep sofa mattresses. Worn or dirty mattresses should be replaced and covered with a mattress pad.
q Check lightbulbs and replace as needed with long-lasting LED bulbs.
q Replace clock and remote control batteries.
Bedrooms
q Inspect the mattresses and replace as necessary. If they are dingy, sagging, or have just seen their better days, please make the investment and replace them. It’s money well spent.
q Replace and restock bedding – pillows should be replaced at the beginning of each season. Comforters and blankets should be replaced as needed, but no less than once every other year.
q Replace clock and remote control batteries.
Bathrooms
q Replace toilet brushes/plungers each year.
q Stock a small supply of hand soap under the sink.
Laundry
q A non-expired fire extinguisher is required in the kitchen and laundry area (at minimum).
q Check the dryer vent (from the back of the dryer through the wall) and use a snake to clean it out.
Porches/Outdoor Space
q Repair or replace any damaged/loose screens.
q Clean and power wash outdoor furniture and cushions.
q Replace and discard of any old, worn outdoor furniture.
q Check decks and piers for any warped, damaged or loose boards and repair.
q Inspect the grill and replace as necessary – oftentimes the grates (at minimum) need to be replaced each year.
q If you have a waterfront home, ‘Use At Your Own Risk’ signs are required at the bulkheading/pier. A life ring/floatation device is also required.
q If you have a pool, ‘Use At Your Own Risk/No Lifeguard On Duty’ signs are required. Life ring/floatation device and life-saving pole hook is also required.
Keyless Entry/Kaba Lock
q We will replace the lock batteries annually. Please do not attempt to change these on your own, as you may cause the lock to have to be reprogrammed.
Other Requirements/Suggestions
q Routine pest control is highly recommended. Ants (and creepy crawly things) are a normal way of life for us here on the island, but the guests don’t like them. We’ve found that regular (bimonthly or quarterly) pest control is an effective solution.
q Restock as needed: basic cleaning supplies, mop/bucket & broom, lightbulbs, batteries and HVAC air intake filters.
q Replace the vacuum cleaner as necessary.
q Make sure our office has copies of keys (or codes) required to access any locked areas that may contain main systems (water heaters, HVAC systems, water shut-offs, etc).
STOCKING YOUR VACATION HOME for Guests
Kitchen
q Plates, bowls, plastic and glass drinking cups, coffee mugs, flatware/utensils and large serving spoons/forks. For plates, bowls, drinkware and flatware, there should be a minimum of 2x the max. occupancy of the house.
q Wine glasses, wine bottle cork and bottle opener
q Small appliances: blender, can opener, crockpot, toaster, coffee pot (Keurig & regular drip is ideal), hand mixer, tea kettle
q Pots, pans and bakeware
• Large seafood steaming pot (15 quart or larger)
• Large soup/stock pot (6-8 quart)
• Dutch oven or roaster with lid
• 2-3 saucepans (at least one large one)
• Frying/sauté pans (at least 3, with at least one being 12” or larger)
• Casserole dishes, cookie sheets, cake/muffin/pie pans
• Mixing bowls and colander
q Sharp knives (a variety of sizes including large cutting and steak knives)
q Cooking utensils (slotted spoon, ladle, spatula, whisk, veggie peeler, tongs, pizza cutter, measuring cups and spoons, rolling pin, seafood mallets)
q Serving bowls and platters
q Drink (Kool-Aid/juice) pitcher
q Assortment of dishwasher-safe food storage containers
q Pot holders, trivets/hot plates
Kitchen Stock Tips
q Kitchen cookware needs to be checked at least once a year and replaced as needed. We recommend purchasing affordable, mid-grade sets and replacing every 1-2 years. Throw away the old cookware!
q Melamine and Corelle dishes work well – they’re durable, affordable and dishwasher-safe.
q Leave a stock of coffee filters that fit the drip pot in one of the kitchen cabinets.
q Keep in mind that one of the main reasons that guests rent vacation homes over hotel rooms is for the kitchen. They want to be able to cook and serve a meal. A poorly stocked kitchen will foster complaints and will not entice repeat guests.
q If your rental home accommodates 10 or more guests, we would recommend purchasing more than the above recommended pots, pans, bakeware and serving dishes.
Dining Area
q Enough dining seats for the max. occupancy – guests should be able to sit around the table and share a meal together. This could also consist of extra folding chairs, breakfast bar/counter with barstools, etc.
Living Room
q Enough sofa/chair seating for the max. occupancy
q Ample lighting (add lamps if necessary)
q Smart TV (at least 42” or larger)
q Bluetooth/FM/AM radio and/or speaker
q Board games, books, deck of cards, family entertainment items
Bedrooms
q Comfortable beds (box spring and mattress on a bed frame). Headboards are preferred.
q Waterproof (but not vinyl) mattress pad cover for each bed
q Blanket/comforter on each bed, plus at least one extra (for each bed) in the closet
q Dresser in each bedroom and hangers if there is a closet
q Ample lighting (add floor or end table lamps if necessary)
q Sufficient pillows – 2 per person that the bed size accommodates, plus one or two extra in the closet.
q Blinds or non-sheer curtains on the windows for privacy
Bedroom Tips
q King or Queen size beds are always preferred over Full/Double size
q TVs in all bedrooms – this is highly requested by guests
q Full length mirrors are a wonderful addition
q Pillows should always be in new/excellent condition. Pillow protectors are required.
q Check mattress condition and replace as necessary. Guests will not return to homes with dirty/dingy and uncomfortable mattresses.
q All bedding (pillows, comforters, blankets) should be replaced at the beginning of each season.
Bathrooms
q Sturdy towel bars or towel hooks
q Shower curtain and liner (housekeeping will replace the liner as needed)
q No bath mats – our linen service provides a clean one for each guest reservation
q Decent showerhead
q Small stock of hand soap under the sink
Porches/Outdoor Space
q Quality outdoor furniture – guests love to use outdoor spaces. For screened porches, dining sets are preferred.
q For smaller porches/decks, quality Adirondack chairs or a café set is preferred. Plastic chairs become brittle and wear quickly outdoors – they are not always a good option.
q BBQ grill, preferably gas/propane
Other Suggestions
q TVs – all should be smart TVs and there should be one in the main gathering room, as well as in each bedroom if possible. This is what guests request time after time!
q Leave a stock of basic cleaning supplies under the sink, just in case the guests need to clean up a mess during their stay. These are not intended for housekeeper use.
q Keep a broom, mop and bagless vacuum cleaner in the closet.
q Iron & ironing board, and hair dryer.
q Small trash can in each bathroom and bedroom
q Toilet brush and plunger in each bathroom
q Basic supply of lightbulbs and batteries in a utility closet/storage area.
q Stock of HVAC air intake filters (10-12) in a closet or storage area.
q Operation instructions – it is always helpful to guests if there are instructions on how to operate systems in the home (especially TVs and electronics).
q If the space is available, outdoor clothes lines are an excellent option for hanging beach towels and bathing suits.
IMPORTANT OWNER REMINDERS
BLOCKING OWNER STAYS
HOUSEKEEPING AFTER OWNER STAYS
LINEN SERVICE IS AVAILABLE TO OWNERS
OWNER PORTAL
The easiest way to do this is through your Owner Portal. Or you can call, text or email us. It is VERY IMPORTANT that you block any and all time that you occupy your rental home. Last minute/same day reservations do happen and we don’t want guests walking into an owner-occupied home because the owner stay wasn’t blocked.
During the off season, please be sure to specify at the time of booking whether you’d like housekeeping after your stay. ‘OWN – CRV Clean’ means that we will clean upon your departure; ‘OWN – Owner Clean’ means you will leave the home clean and ready for the next guest. Keep in mind that ‘CRV Clean’ automatically triggers trash pick up upon your departure, whereas ‘Owner Clean’ does not include trash pick up. During the mid/in/prime seasons, CRV Clean is required.
Our owners have the option of adding linen rental service to any owner/owner guest reservation. This includes linens for all the beds, towel sets for the max. occupancy, bath mats and dish towels. Packages are priced per house; the charge will be billed to your owner’s account.
This is an excellent source of real-time information. If you have a question about reservations, work orders, accounting, reviews, or anything in between, chances are the answer can be found in your Owner Portal. This has proven to be an invaluable tool for our owners and we encourage everyone to use it!
Not every Work Order means that you will be charged. Part of our Property Management program includes VAS – “Value Added Services”. These are work order tasks that are completed on our nickel; there is no charge to the owner.
Your monthly statements are posted in your Owner Portal no later than the 10th of the month for the previous month’s activity. MONTHLY ACCOUNTING STATEMENTS
3RD PARTY TRAVEL SITE PRICING
As you know, we advertise your home on many 3rd party travel websites. Please keep in mind that all of these sites charge additional fees that are added on to our rental rate. We also increase the rates slightly to cover the cost of the listing fees (so we don’t have to pass the cost on to our owners). All of this means that if you view your home on any 3rd party travel sites, the rates will be higher. This is unavoidable; it’s the cost that comes along with the exposure these websites offer.
FAQs
When/How do I receive my rental income disbursements?
Rental income is disbursed no later than the 10th of each month for the previous month’s income. Your correlating accounting statement can be viewed in your Owner Portal.
How should I block my owner stays?
The easiest way to do this is via your Owner Portal. Otherwise, you can call, text or email the request to us.
I’m only popping down for one night. Do I need to block this time?
YES! Last minute and same-day arrivals do occur somewhat regularly. We do not want a situation where a guest is surprised by an owner-occupied home (that we showed as vacant) upon check-in.
Do I need to wait until closer to the arrival date to block an unplanned owner stay?
No, you can block an owner stay at any time you wish. However, we do encourage you to give us as much time as possible to book vacancies. This is especially true during the summer, or off-season holiday weekends.
Am I notified when a reservation is booked?
Yes, you will receive an automatic email when a reservation is created. Please keep in mind that you will not be notified of cancellations. The Owner Portal is the best source for tracking your bookings in real-time.
What if a guest causes damage at my rental home?
Each guest reservation includes up to $1,500 in accidental damage coverage. This will help cover/offset the expense for repair or replacement. Normal wear and tear items are the owner’s responsibility.
What happens if a guest needs after-hours assistance?
We have 24-hour on call service available to all of our guests. A member of our staff is always available.
Photo credit Marina Pierce Cape Charles, VA @photo_by_the_bay