Why does it cost so much to have my Vacation Rental property cleaned? This is not a question that comes up to often but new owners often ask this question.  Supply and demand is certainly part of it but there are far more factors involved in the cost of cleaning vacation rentals. The top five reason are as follows.

1. Supply and Demand: We have to pay our employees more money because everyone needs housekeeping at the same time. Most cleanings are on the weekends. This leads to a major issues. You do not need many full time employees and to make it worth there time you have to pay your employees more. This obviously has to be passed onto the owner or the guest.
2. Seasonal Work: We have 26 weeks to make a years worth of revenue. Our bills do not stop just because we are not working.
3. Labor: The hours required to do it right are significant. It takes an average of 1.5 hours to clean a 1 bedroom condo correctly.
4. Supplies: The cost of supplies are not huge but they must be considered. Toilet paper, shampoo, soap, cleaning chemicals, mops and vacuums do add up over time.
5. Linens: We happen to wash our own linens because of quality issues. We even offer a linens service (shameless plug). You can expect to pay around 30 cents per pound if you wash the linens yourself in a laundromat and this does not include labor and around 60 cents per pound if you have a linen service wash your linens. A typical 1 bedroom ways around 30 pounds or cost $18 to have it washed.

I will use K Tori’s Cleaning Service as an example because I know how much we charge. For a 1 bedroom 1 bath we charge $70 to clean it and make it ready for the next guest. Out of this fee supplies will be in the range of $5, labor $20 and linens $20 for a total of $45 which leaves $25 in revenue. Out of the $25 remaining of revenue we must pay rent, electric, gas, water, phone, marketing, management, insurance, profit and a whole host of other things must be paid for. Individuals are more profitable but can do far less in volume.

So as you can see unless I am dramatically embellishing the numbers the rates that are charged from most cleaning companies are there for good reason. Good reason does not always equate to reliability or quality. If you are not getting the service you and your guest require it does not matter how much you are paying. As always if you would like to volunteer to pay more we would be happy to accommodate.

These steps may not get you new VRBO guest but they will surely get your repeat VRBO guest. I would rather have a repeat guest than a new guest any week of the year.

10. Up to date interiors that do not look cheap. Your couch and rugs from from 1970 may be antiques in name only. A classic is only great when it is not, not great. If you don’t want to spend money on new interiors consider some high quality covers for the couches and chairs. Good pillow top covers for mattresses that fit really well. If it fits like a wet sack your are kind of defeating the purpose.  Replace some of the less expensive things like tables. Make housekeeping happy and avoid black and glass all together.

9. Pillows, yes bed pillows. Replace your pillows every year. I like a flat pillow to sleep with but I do not think I am the norm on this one. Also things get spilled on them, makeup marks and the list goes on. Replacing pillows every year or two is a an inexpensive way to class it up a level.

8. Multiple contact number help people feel more at ease renting from a VRBO individual. Give a least two contact numbers for you, one for the cleaning service and one for maintenance.

7. Free something. It does not matter what it is, everyone likes to get something for free. You can probably get free drink coupons from the bar around the corner if you tell them you are going to be using them to give to your guest. The local coupon book does not count.

6. A clean unit. Does this even have to be explained. If someone checks into a unit that has poo on the toilet; well you get the point.

5. Electric BBQ is a great way to set your unit apart from your neighbors. For around $150 you can get a full size electric BBQ pit. Check with your association first unless you are of the mind set it is easier to ask for forgiveness than permission. Most associations at best discourage gas and charcoal BBQ pits and at worst just do not allow them. Most associations are fine with electric BBQ pits and if they are not you have to ask why and then vote the board members off so you can change the rules.

4. Beach Towels, now you can’t get much less expensive than this. Expect them to walk away. People forget these things at the beach. Provide one beach towel for each guest your unit sleeps comfortably.

3. TV instructions that are clear and concise. With DirecTV, Dish Network, Digital TV, DVD Players, VCRs, Surround Sound and god only knows what else it can be impossible to figure out how to use all of this equipment.  TV instruction are not the only instructions that should be left. Anything that could be misinterpreted or lead to aggravation should have clear instructions. Sources of aggravation ideas, Gate Codes, Door Codes, Elevators, Walk Overs, Building East or West, Trash chute location and directions to the unit especially if it shows up wrong on Google Maps.

2. Radio with 2.5mm audio in cable. Huh? With the advent of the MP3 player, smartphones and internet radio many of us carry our music with us. If you have a radio with a 2.5 mm audio in jack and of course a cable your guest can plug there device directly into your radio. Subtle but it shows that you are thinking about your guest and the next time they make a reservation they are going to remember it.

1. Free WiFi in your unit. No one wants to go to the lobby to check there email. You do not have to get the fastest internet on the market. In Panama City Beach AT&T offers DSL for $20 per month. The speed is reasonable enough at around 600k down and 200k up. If you do not offer free WiFi you are loosing potential guest. I can say this because I would not rent your unit unless you had free WiFi. Even when I am on vacation I am working and I do not think I am alone in this boat.

This list is not exactly comprehensive but it should be a good spring board for more ideas.

A study released in 2009 by travel industry research firm PhoCusWright Inc. estimated the VRBO market to be $24.3 billion, or more than 1/5 of the U.S. lodging industry (based on room revenue) of $107 billion in 2007.

How are you doing getting your cut of that 24 billion. We specialize in cleaning your VRBO so likely we are not getting as much as you but we are not unhappy with our cut.

The state of the VRBO market is strong in 2010. You are eating away at standard hotel lodges market share very effectively. As demand grows over the next years your rates and revenue will likely go up. Hang on and enjoy the ride.

Customer complaints are our favorite thing to deal with. It keeps us on our toes. Keeps things interesting. Keeps us really pissed at our housekeeping. Customer complaints are actually the worst part of our business. Here are the top 10 customer  complaints we get when people are changing over to us. Some we can solve, some you the owner can solve and some are just never really going to get solved.

1. Clogged drains. Not technically a housekeeping issue but that said your guest do not differentiate it. Solution: Provide drain cleaner and ask your vrbo housekeeping to use a little each time your unit is cleaned. Use it in bathroom sinks and tubs every cleaning for a clogged free drain.

2. Mildew Solution: Use TileX Mold and Mildew or a diluted solution of bleach on shower curtains and every where else that Mold and Mildew grow. Showers with metal doors, rollers, lipped edges, plastic seals and any other place water can pool. These are all breading grounds for mold and mildew.

3. Hard water stains in the toilet. If your unit has been sitting for more than a week or two you will likely have an ugly toilet bowl. Solution: You may want your housekeeping to go in and do a touch up on the bathrooms before your guest arrive.

4. Dirty oven. Obviously housekeeping does not have time to clean the oven every visit. That said they should be wiping the oven out every visit. Solution: Place aluminum foil in the bottom of the oven. If you have a self cleaning oven have your housekeeping turn it on before they leave once every two or three months. Only do this if you do not have guest checking in the same day. The next time house keeping visits they will wipe out all the old stuff.

5. Dirty barbecue grill. Solution: Let your guest know they are responsible for cleaning the BBQ as housekeeping generally does not do this, unless of course you have your housekeeping do it. If they are not from Texas you may need to inform them a dirty BBQ makes your food taste better

6. The beach under couch cushions. The sleeper sofa is where the complaints come from. What happens is  you have two or three guest that do not use the sleeper and then you have a guest that decides to use the sleeper and they find the beach under the cushions. Solution: Housekeeping should check the sleeper sofa every time the unit is cleaned.

7. Ceiling fan dust. Solution: If you are getting complaints about this it is time to start looking for new housekeeping. Sure you may have a little build up but lets be reasonable here.

8. AC vents dusty. Have you been replacing your AC filter every 30 days? Due to moister dusting does very little to clean vents. It really is not dust at this point it is mud. If housekeeping can not reach it from standing level they probably are not going to clean it until you schedule your next deep clean. Solution: Schedule deep cleans no less than once per year and replace your AC filters every month.

9. Stained linens. Solution: Buy quality linens, unless they go into a pool then your are stuck. Quality linens seem to resist stains better than cheap linens. Do not wash lines in your property you will never have time to do it right. Wash linens in very hot water. Buy white lines so you can use bleach. Consider replacing your linens all at the same time. If you have one or two towels coming apart the rest are sure to follow soon. Also old and new linens next to each other make the old look even worse. One other thing consider buying lots of extra washcloths. Womens make up does not come out well. Washcloths are inexpensive enough to replace on a weekly, monthly or as needed basis.

10. Dead light bulbs and batteries. Solutions: Keeping extra light bulbs and batteries in the unit will mitigate this problem.  If you have special light bulbs this may be an issue. So until LED lights are more popular keep all your lights stocked up.

The reality is that your property is never going to be 100%. The best of the best miss things.  Some customers have real complaints, some complain for the sake of complaining, some do it to get a discounts and others simply do not have reasonable expectation. Experience will help you to navigate all kinds of customer complaints.

From the perspective of a self proclaimed good housekeeping company.
Important factors

Size? No
Website? No
Business Cards? No
Uniforms? No
Insurance? No
Professional sounding? No
Time in business? No
Price? No
Rapport? No; actually maybe yes.

All these things may be important to you but they are not what makes a good VRBO cleaning company. In reality it is simple, it comes down to Quality and Reliability. Quality is great but if the cleaner is not reliable it sucks for you and your guest. If the cleaners are reliable but they do crappy work you right back in the same boat of being in a difficult situation. Who needs these headaches and expenses.

So the short and the skinny of it is if you don’t already have it you should be looking for a VRBO cleaning service that delivers quality and reliability. Anything on top of that is gravy. Can you find someone to clean your 3 bedroom condo for $50? Probably, but if you expect them to be reliable or to deliver quality you are going to be sorely disappointed and so will your customers.

Obviously the best way to find a good company is to get referrals from other owners around you. Unfortunately we are a society of hermit crabs and most of us do not know our neighbors at home much less the neighbors where we go to get away from it all.  Often this leads to  giving someone a chance, the proverbial crap shot. When shopping for a good VRBO cleaner you will build an initial rapport. If you feel comfortable with this individual or company it may be safe to use them. May I suggest that you trust but verify. Contact couple of references if they have them.

Signs of a good or bad company.
Policies in place for missed cleanings or late cleanings. If a cleaner is late the cleaning should be free.

Inspections should be performed on a majority of the cleanings and the inspectors/supervisors salary should depend on the quality and reliability of the housekeepers under them. This would obviously only apply to a larger company.

How does the company track and schedule cleanings. Trying to remember the schedule or using scratch pieces of paper may work if you are only cleaning a few units but it rapidly becomes a source of reliability problems when organizational skills are no where to be found.

A few things to keep in mind. Cleaning is not rocket science. Most enter this business because of the low bar for entry. This being the case it is difficult to find good help. Once you have found a good company do not let them go. If you have been in the business of VRBO for any period of time you know that finding a good cleaning service can take more than a little doing.

VR.RatesMate.com is a site that K Tori’s has been working on for some time now. It is more than a simple directory for advertising it is a management interface for helping you manage your vacation rentals. To the list…

Pros

1. It is free, at least for now. Monetization has not been settled upon. Ideas are welcome.

2-3 front end stuff

2. Obligatory sideshow plus you can host videos and virtual tours. All these listing have Virtual Tours Link

3. Accept real time reservations online. Accept credit cards, PayPal, or checks. Use your own merchant account to use credit cards. For now you would have to go through authorize.net payment gateway though we will add other popular gateways over time.

4-10 back end stuff

4. Automate your cleaning scheduling and cleaning service. When a reservation is made the Cleaning Management is automatically updated for both you and the cleaning service.

5. Manage maintenance needs by scheduling one time event or requiring events.

6. Portability of listing. You can your listing and place it any ware an iframe can go. Look at this page LINK. This page can be adjusted to fit in any page. As an example I can put it right here. You can use any or all of the tabs.

7.  View, edit or decline reservations as needed with the ability to change pricing.

8. Innovative pricing and scheduling solution that allows you to make rates for different seasons, length of stays or any combination of these. Choose Saturday to Saturday or Monday to Monday for a time frame or select no less than 3 day for a time frame. You get the point the system is very flexible.

9. Remove your listing from public view as needed without loosing your data.

10.  Edit your privacy policy and terms and conditions to meet your needs, you can also add other pages such as maps or check in instructions. You can require that the terms and conditions be singed online before booking the reservation.

Cons

1. We are in alpha stage. We need to move the site to a secure server to enter beta testing.

2. The system is going to change a lot as new features are added in the future.

3. The user inter face is going to go through major changes to smooth out the rough edges.

4. The site is new so little traffic is coming to it.

5. We are not well funded so marketing will be limited.

6. Major changes or bugs can take time because of funding

I can’t think of any more negatives. If you would like to invest  in this site or donate your  opinion, time or money please contact me

Future functions

1. Search by distance from point on map.

2. We will add the ability to allow others to rent the property for a fee. A lot like you see with Amazon.com. You can sell Amazons books and get a commission. Essentially the same thing will be offered. You will be able to opt in or out of this service.

3. Improve functions such as guest management, invoices and reports.

This project is something we are very proud of and have high hopes for. All comments about VR.RatesMate.com are welcome. To get on the list to be an beta tester just give me an email at tori@ktoris.com.

BP agreed in a recent meeting to compensate businesses that have suffered as a result of the 2010 Gulf Oil Spill.  Those businesses would include fishermen, shrimpers, hotels, and other Gulf Coast businesses.

When I see it I will believe it. Simply stated a corporation of this size is not going to voluntairly part with their money. Will they pay some businesses. Sure the businesses with deep enough pockets to fight a sustained battle. BP will burn through the insurance money that covers this sort of thing but once the insurance money is gone you will not see anymore money. And we can not forget about the obligatory class action law suites that will surely make a lot of lawyers rich but put 2.99 in each of the clients pockets.

BP being responsible for 100% of the effects of this mess is not a handout. BP will likely cause Florida businesses and employees billions of dollars.

How is BP going to compensate the waiter that lost his job or maybe he did not loose his job but gets no tips because of no visitors. The business owner is not going to simply pay the waiter their normal wage.

It will likely be so difficult to get meaningful amount of money from BP that it will be a waist of time and energy.

The reality of it is that we as individuals and business owners are going to absorb the cost of BP’s mistake. It’s not fair but it is simply not possible for BP to compensate every individual and company on the coast of Florida, Alabama, Mississippi and Louisiana. They do not have the money.

I believe BP should be sold and the revenues to go to the Citizens of the Gulf Coast that are surely going to be impacted for years to come. I understand this was an accident but when I have an accident I am responsible for fixing the problem. Since BP can not really fix the problem they should be made to do as much as possible.

What say you?