Dear Homeowner, Welcome to the Suncadia family. We are delighted to be part of this exciting new chapter for you and your family. As you join our growing community, we want to take this opportunity to share our team’s commitments to our homeowners and outline the exclusive benefits you’ll enjoy. This guide offers comprehensive insights on:
• How to best prepare your vacation home for guests
• How our team safeguards your property’s value and ensures an exceptional guest experience through detailed maintenance and professional cleaning
• The benefits of Suncadia homeownership, including Suncadia Club and World of Hyatt Loyalty Program membership
• Property operations and our commitment to the care and success of your home
• Frequently asked questions Should you need assistance at any time, please feel free to reach out to the Suncadia Property Management team, located on-site at the Lodge (3600 Suncadia Trail, Cle Elum, WA 98922), or via email at Property.Management@ Suncadia.com. Thank you for entrusting us with the care and management of your home away from home. Welcome to Suncadia.
Sincerely,
The Suncadia Property
Management Team
PREPARING YOUR HOME
The following information is provided to support you in preparing your vacation home for guests.
1.1 RESORT LOCK SYSTEM
Suncadia Resort will install a lock system on the main or side entrance door to ensure compliance with our access and security requirements for guest accommodations. Properties with an additional dwelling unit (ADU) intended for rentals must have a separate lock system installed on the ADU entrance door. A one-time charge for the lock system will be added to the owner’s first statement.
1.2 TELEVISION AND HIGH-SPEED INTERNET
Suncadia Resort requires all homes in the rental program to provide television and high-speed internet services. We have partnered with Atlas, which offers high-speed internet through their Firestick technology. Suncadia works directly with Atlas to address any connectivity issues promptly while a guest or owner is in residence. We recommend Atlas for their exceptional response times and familiarity with our community.
1.3 LINENS AND TOWELS
Suncadia Resort offers a premium commercial linen program for all managed properties. New homes joining the program will incur a one-time linen setup fee to provide the necessary sheets, towels and mattress protectors. Following this, an annual linen replenishment fee will be applied and reflected on the owner’s rental statement each April.
1.4 INVENTORY REQUIREMENTS
For guest convenience and to uphold consistent quality across all properties, Suncadia Resort requires every home in the rental program to be furnished with a standard set of inventory items. A comprehensive checklist will be provided.
GUEST CONSUMABLES
• Shampoo
• Conditioner
• Bar Soap
• Facial Soap
• Lotion
• Paper Towels
• Toilet Paper
• Kleenex
• Laundry Detergent
• Dish Soap
• Dishwasher Tabs
• Kitchen Trash Bags
• Coffee Filters
• Coffee, Creamer and Sugar
PREPARING YOUR HOME
1.5 CONSUMABLE SUPPLIES
At no additional cost to you, Suncadia Resort will supply your home with the necessary consumables and replenish these items after each guest stay. Additionally, our housekeepers will be provided with all the supplies needed to thoroughly clean your home.
1.6 INITIAL CLEANING
To ensure your property meets our cleanliness standards before it becomes available for rentals, an initial cleaning will be performed. If additional services, such as carpet or window cleaning, are required, these will be arranged and billed separately.
1.7 HD PHOTOGRAPHY AND 3D HOME TOUR
Once your home is cleaned and prepared for guests, it will be professionally photographed in high definition and captured using a Matterport camera. This process creates a detailed and immersive online listing to effectively showcase your property.
1.8 PROPERTY EVALUATION AND RATING
Each year, the Suncadia Property Management Team conducts a thorough and objective room-by-room analysis of the condition and quality of each home. This analysis provides a numerical score which correlates with one of three rating categories. This rating provides guests with assurance that their accommodation meets their expectations.
Gold: Homes in this category represent the high tier and have consistent design theme with top-of-the-line furnishings, kitchens and baths.
Silver: Homes in this category exhibit a well-planned interior with updated design theme and quality kitchens and baths.
Bronze: Homes in this category offer a clean, comfortable vacation experience. These properties feature moderate furnishings, kitchens and baths.
1.9 RECOMMENDED AMENITIES
Amenities can significantly influence the revenue potential of a home. We recommend incorporating the following best practices:
• Hot Tub
• Air Conditioning
• Outdoor Gas Fire Pit
• One-to-One Bathrooms to Bedrooms
• Versatile Bedding Options, Including Bunk Beds for Families and King-Size Beds
• Flat Screen Televisions in Each Bedroom
• Baby/Toddler Gear (pack and play, highchair, gate)
• Coordinated Appliances
1.10 INSURANCE REQUIREMENTS
• Patio Furniture, including Outdoor Dining Furniture
• Video Game Consoles
• Card and Board Games
• Game Tables (Ping Pong, Pool, Pop-aShot)
• Gas BBQ Grill
• Pet-friendly Accessories
• Stylish Furnishings and Artwork
Suncadia Property Management requires all homeowners to obtain and maintain general liability and property insurance covering any claims, charges or demands related to the operation, use, rental, occupancy, or maintenance of the property. The required insurance must include:
Bodily injury and property damage liability insurance with a combined single limit of not less than $1,000,000 per occurrence. Any additional coverage specified in the HOA Documents.
MAINTAINING YOUR HOME
We understand the importance of your investment in your vacation rental property and are committed to maintaining its value and delivering an exceptional guest experience. Our approach involves consistent, professional cleaning and maintenance to uphold the highest standards.
2.1 MAINTENANCE PROGRAM
Our Minor Maintenance Program covers the cost of labor and supplies for guest services and routine maintenance tasks at your home. This program ensures that basic upkeep is handled by our skilled maintenance technicians, giving you peace of mind. For larger or specialized repairs not included in this program, we will coordinate with external contractors. By minimizing trouble calls and delivering high-quality service, this program enhances the guest experience and boosts your home’s rental appeal.
Monthly Minor Maintenance Fees: This includes the cost of labor to repair the following items. All parts and materials will be billed to the owner in addition to the monthly fee. Repairs for items not specifically stated in this document are not included.
• Respond to calls for maintenance to inspect and diagnose problems.
• Replace light bulbs (replacement cost of items are billable).
• Unclog toilets, sinks, tubs by use of plunger, unclog and reset garbage disposals.
• Replace batteries in smoke detectors, remote controls, card key locks and clocks as needed (replacement cost of items are billable).
• Reset/turn on circuit breakers.
• Inspect once annually to identify any issue or preventative maintenance needed.
• Replace Operating Supplies and Equipment (replacement cost of items are billable).
MAINTAINING YOUR HOME
2.2 HOT TUB MAINTENANCE
Suncadia Resort provides comprehensive maintenance services for hot tubs (spas) located on your property. This weekly maintenance (with additional checks upon arrival and/or departure) is available for a monthly fee and includes the following services:
1. Clean filters
2. Net all floating debris
3. Vacuum all seats and bottom of hot tubs
4. Wipe waterline
5. Clean lip and sides of cabinet
6. Check chemical levels: chlorine, PH, alkalinity, calcium
7. Adjust chemicals as needed
8. Add chlorine tabs to floating dispenser
9. Add clarifier if needed
10. Add defoameris available for a monthly fee, which includes spa chemicals
Hot Tub Repairs
We aim to complete repairs promptly to minimize spa downtime. For repairs estimated to exceed $250, Owner approval will be required.
Service charges and labor rates are subject to change periodically, with a 30day notice provided to the Owner.
MAINTAINING YOUR HOME
2.3 OUTSIDE VENDOR SERVICES
Suncadia Resort can coordinate with external vendors for any work required on your property. The cost will include the vendor’s billing amount plus an administration fee of 15%.
• Landscaping: Ann ual or Bi-Annual “Clean Ups” and weekly grounds maintenance using a licensed, bonded and insured vendor.
• Roof and Gutter Cleaning: Annual or Bi-Annual based on need using a licensed, bonded and insured vendor.
• Carpet Cleaning: Annually or Bi-Annually based on need using a licensed, bonded and insured vendor.
• Grout Cleaning: Annually or Bi-Annually based on need using a licensed, bonded and insured vendor.
• Snow Removal: Entries, driveways, walkways and pathways to hot tubs (if applicable) will be cleared by a licensed, bonded, and insured vendor when snow accumulates to four inches on arrival and as needed to maintain manageable snow levels.
• HVAC Annual Maintenance
• Septic System Annual Check
2.4 HOUSEKEEPING
Following each rental, Suncadia Resort will coordinate and schedule the cleaning of your property’s interior and restock consumable items. The standard departure cleaning fee will be billed directly to the guest, and all guest-paid cleaning fees will be retained by Suncadia Resort, separate from the rental revenue.
Owner and Guest of Owner Stays
Owner occupancy includes any stay by the property owner or their immediate family—defined as children, siblings, parents, grandparents and grandchildren. There are no rental fees for such occupancy; however, a departure cleaning fee will apply. This fee will be billed to the owner and reflected on their monthly statement.
MAINTAINING YOUR HOME
2.5 ANNUAL DEEP CLEANING
To maintain high standards of cleanliness and ensure guest satisfaction, we will schedule an annual deep cleaning of your home. Our professional housekeeping team will use a detailed checklist to ensure thorough cleaning. A charge will be assessed for this service, and the cost will be confirmed and agreed upon before scheduling the deep clean.
Carpet Care
Professional carpet cleaning is essential for maintaining a healthy living environment and is a key factor in the first impression guests have of a rental home. Our housekeeping team will regularly inspect the carpets in your property to assess if cleaning is required. Please note that carpet cleaning expenses are separate from the annual cleaning fees.
OWNER BENEFITS
3.1 COMMUNITY OWNER
PROGRAMS
Homeowners are eligible to receive Suncadia Resort owned and operated restaurant discounts and amenity discounts. Access to these benefits will be available exclusively via Digital ID Card. If you have questions or would like additional information, please reach out to the department for the benefit group you belong to.
3.2 OWNER
PERKS
WORLD OF HYATT LOYALTY PROGRAM
Join our loyalty program at an upgraded status, receiving travel perks across the country, with complimentary upgrades, VIP treatment and earning points towards free night stays,
CONCIERGE SERVICE
A Resort Concierge will offer expert advice about the resort and local area, from the best restaurants to the most unique day trips, and make personal arrangements for you.
ROBUST MARKETING RESOURCES
Owners benefit from our robust advertising, digital, PR and email programs targeting thousands of potential future guests. Our presence in the Hyatt portfolio allows us to market to travelers who have never stayed with us before based on their specific demographics.
REVENUE MANAGEMENT TEAM CONSTANTLY
MONITORING
PROGRESS
Suncadia Resort is the only property management company to employ multiple full-time accredited staff members dedicated solely to maximizing revenue.
REWARDS BOOKLET
Owners will receive a rewards booklet of 50+ pages of complimentary and discounts experiences, both within Suncadia resort and locally.
MARKETING OUTREACH TO PRIOR GUESTS
Our very large and sophisticated database outreach program keeps satisfied past guests returning year after year.
24/7 RESORT SERVICES
Front desk, maintenance and housekeeping services available 24 hours/day, seven days/week.
EXCLUSIVE GUEST EXPERIENCE
Your guests will have access to all of Suncadia Resort’s most popular amenities that no other rental managers can offer. Guests have access to amenities such as the Swim and Fitness Center, Nelson Farm Pool, shuttle services, welcome amenities, ice skating, tubing and much more, making your property the more desirable rental in the area.
EXTENSIVE GROUP SALES REVENUE STREAM
Our heavy emphasis on filling accommodations with business and social groups during shoulder and off-seasons increases your rental revenue potential.
DISCOUNTED GOLF & PREFERRED TEE TIMES
Guests and owners of Suncadia Resort receive preferred tee times on day of play, discounted rates and other exclusive pro-motions on the courses.
ON-SITE MANAGEMENT & OPERATIONS STAFF
When an issue arises, there is simply no substitute for immediate response by caring individuals who place the resort guest and owner experience above their own. Our staff is trained to handle any situation that may arise.
OWNER DISCOUNTS ON PROPERTY
Receive 20% off all food and beverage at Suncadia Resort dining destinations excluding Swiftwater Cellars. Suncadia Property Management Owners also receive 20% off retail, recreation rentals and spa treatments and services.
OWNER BENEFITS
3.3 WORLD OF HYATT BENEFITS
A NEW WORLD AWAITS YOU... WITH THE HYATT RESIDENTIAL MANAGEMENT OWNERS PROGRAM
As a Destination Residence owner, you are eligible to join the Hyatt Residential Management Owners Program as long as you until is in Hyatt’s rental pool.* Here are the benefits:
WORLD OF HYATT MEMBERSHIP
Make you travel more rewarding. You can earn points on qualifying nights, dining, spa, experiences and more. Then redeem those points at over 1,000 locations around the globe, including Destination Hotels and other great brands like Andaz, Thompson Hotels, Hyatt Regency and more*.
AN UPGRADE TO THE ELITE PRIVILEGES OF EXPLORIST STATUS, INCLUDING BENEFITS LIKE:
• 20% Bonus Points on all eligible purchases
• Room upgrades, resort fees waived on free nights and 2:00pm late checkout (when available)
• Complimentary premium internet
• Late checkout (when available)
• Bonus Points on qualifying spend with American Airlines when you link you accounts
HYATT OWNERS RATE ACCESS
You’ll have access to the Owners Rate at Hyatt hotels worldwide–earn points for your stays and night credits toward an even more elite status. Call 888.735.2910 (toll-free in the U.S. and Canada) or 42.501.9895 for rate availability and reservations.
*To participate, you must be a World of Hyatt member (join at: worldofhyatt.com/join). Complete the form provided and return it to your Property Manager.
*This special offer is subject to the terms available at worldofhyatt.com/exclusive-membershipterms. World of Hyatt membership is subject to the program terms at worldofhyatt.com/terms.
OPERATIONS
Clear communication and transparency are the foundation of a productive partnership between the Suncadia team and our homeowners. Below is an overview of our operational details.
4.1 DEDICATED PROPERTY MANAGER
A dedicated property manager is essential to the success of your vacation rental and serves as your primary contact for any questions or needs. We pride ourselves on being responsive, attentive and reliable, ensuring high-quality care for both you and your home. The Suncadia Property Management team is available at the Lodge: 3600 Suncadia Trail, Cle Elum, WA 98922 | property.management@suncadia.com.
4.2 ACCESS TO OWNER’S PORTAL
You will be provided with access to Suncadia’s Owner Portal, where you can view your rental statements, book your property and receive important updates from the property management team.
4.3 MONTHLY ACCOUNTING
Each month, Suncadia Resort will issue an accounting statement detailing the income and expenses for the property, including any amounts due to or payable by the homeowner.
4.4 SALES AND MARKETING FEE
Each reservation will incur a 10% sales and marketing fee based on the gross rental income. This fee encompasses all costs related to the sales, marketing, and promotion of the property to potential guests, including travel agent commissions, credit card processing fees and listing management expenses.
4.5 REVENUE SHARE
Nightly rental revenue* collected from all guest occupancy is distributed as follows:
• Owner receives sixty-five percent (65%)
• Suncadia Resort earns thirty-five percent (35%)
FREQUENTLY ASKED QUESTIONS
WHAT SERVICES WILL YOU PROVIDE FOR MY HOME?
Our management services include marketing and promotion of rental occupancy, trained and motivated reservations staff, 24-hour front desk services, complete housekeeping, maintenance, hot tub service and monthly accounting of rental income and related expenses.
DO YOU PROVIDE MAINTENANCE?
Our team of trained maintenance engineers responds to a variety of guest and owner service calls. For a flat monthly fee, the Minor Maintenance Program covers the cost of maintenance labor for items like light bulb replacement, guest information calls and spring/fall home checks. Specific information on cost and coverage is available from our team.
WHAT ARE THE FEES FOR OWNER AND FAMILY OCCUPANCY?
There are no rental fees when you use your home. This applies to the actual property owner(s) as well as their immediate family and friends. There will be a cleaning fee assessed at the discounted owner rate upon departure for these stays.
HOW DO I MAKE RESERVATIONS?
For your convenience, you can make reservations for yourself, immediate friends and family 24/7 by logging into the owner portal online. At the time of joining the rental program, you will be provided with log in information to make reservations, view bookings, download statements and more. Reservations can also be made by reaching out to your property manager directly via email or by phone.
HOW DO YOU ESTABLISH NIGHTLY RATES AND OTHER RENTAL POLICIES?
Our revenue management team closely monitors market trends and sets nightly rates accordingly. Our yield management techniques seek to maximize rental revenue based on demand. We also establish minimum length of stay and deposit/cancellation policies.
ARE ALL HOMES NON-SMOKING OR PET FRIENDLY?
All homes in our program are nonsmoking. Individual owners can select to make their homes pet friendly at their discretion. Guests are allowed to bring pets to Suncadia and often specifically seek homes that will accommodate this.
WILL MY HOME BE PART OF ANY SPECIAL PROMOTIONS?
We may offer special packages for your home to achieve more revenue based on our knowledge of dynamic market conditions. Promotions can come in the form of golf or spa packages, or discounted rates for multi-night stays. These promotions are very popular with our guests. We may also share photos of your home on our social media platforms which have thousands of followers who engage with our posts on a regular basis.
“Prior to using the Suncadia management team, I had an off-property manager for a couple years. My goal as an away owner is to have someone take care of my property, offer it for rental to help offset yearly expenses, and to have the home maintained and cleaned for my family to use and enjoy. The Property Management team is so responsive to my requests and always takes good care of my away home! My income from rental of the home has been more than I could have expected. I'm very glad to have changed management. I won't be changing again”.
– Gary M.
“Our home has been in the Suncadia Rental Program since 2009. As fulltime residents of Hawaii, the program has given us piece of mind that our home is being professionally managed, watched over and cared for in our absence. The property management team is always responsive to our needs as owners”.
– Ray V.
“In the 3 years we have had our home with Suncadia Property Management, our working relationship has continued to grow and improve. A good working relationship is key. The Property Management team has worked hard to get to know us, our home, and our needs as an owner. Responsiveness and follow up are key elements of a good working relationship with property management and we so appreciate this with our team. Our property manager’s ability to listen and communicate status of concerns and problems has been key. Her communication and marketing skills are key in working with us as we look to find guests and market our home”.
– Cheryl W.
WHAT OUR HOMEOWNERS ARE SAYING
“Suncadia Property has made renting out our house a seamless process. We simply set up our home and made it available to renters and they have taken care of everything else since. Their services are streamlined and taken care of for us. Communication has been great; if we notice something that needs to be addressed in our home, there are other additional services that Suncadia can help out with like snow removal, landscaping, yard clean up and window cleaning. We found that using Suncadia as our property management is the best choice for our renters because they’re able to use the resort amenities, like the pool and fitness center. These are important features that make the renters happy and keep them coming back for more visits. They also do a great job of marketing and filling up the rental calendar. We have been really happy with Suncadia Rental Management!”
– Pam L.
“I'm a Suncadia condo owner and have used Suncadia Property Management since purchasing my unit five years ago. My property manager always responds promptly to my communications and follows up to make sure questions are answered or issues resolved. I trust and I rely on them for the maintenance and rental of my unit. I'm very happy with my experience with Suncadia Property Management”.
