Frequently asked questions by homeowners about our management services

How does Harris Hawaii promote our property?
We have a separate webpage/landing page on our website www.harrishawaii.com for your property, as well as in many cases ads with VRBO, FlipKey, Trip Advisor, and Home Away, just to name a few. Harris Hawaii covers the cost of all marketing as part of our management fee. We also send out a quarterly electronic newsletter to our database of owners and thousands of past guests.

How do you find guests?
Most of our marketing is done online through vacation rental websites as well as through other tourism related websites. We have an extensive lead management system, which enables us to follow up with and communicate with previous guests and potential guests through email marketing campaigns, special promotions and outbound calls.

Can I promote and rent my own property?
We recommend that you promote your property as much as possible. Once in our system owners are welcome to make reservations as needed.

How are rates established?
We research the comparable properties to get a base price then we evaluate the condition of the property, location and amenities.

What makes Harris Hawaii better than the other management companies I've talked to?
Our primary focus is outstanding service to all of our property owners and vacation rental guests. Our product can be defined as the entire vacation rental process, from the time a guest gets on our website until they get back home. The definition of service is someone in front of you helping you with any issues NOW.

Beyond exceptional service, we know owners expect several things from their management company: a high percentage of occupancy at an optimum nightly rate, proper care of their property, and ongoing communication.

We provide a high percentage of occupancy by executing innovative, aggressive and comprehensive marketing and guest communication campaigns.

The maintenance and care of your property is the number one reason for complaints by owners and guests alike. Through personal detailed attention and follow-through of repairs and housekeeping services, Harris Hawaii offers solutions not quick fixes.

Communication should be done at the convenience and on the terms of the property owner. Electronic communication is convenient, but does not replace the need to pick up the phone and talk. Harris Hawaii understands that communication is the key to a successful relationship with property owners and vacation rental guests.

How do you support guests and owners during their stays?
Our offices are open from 8:00 AM to 5:00 PM, 7 days a week to serve owners and current guests. After 5:00 PM and before 8:00 AM we have an emergency phone that rotates through our management team to respond to guest and owner emergencies. We also offer in-house concierge services and work with outside companies so we can make recommendations and provide local information.

What precautions are taken to ensure my property is not damaged?
Harris Hawaii appreciates the investment you have made in your property and as such we have developed a process to minimize damage. This process is described below:
A Harris Hawaii Realty Group representative speaks with every guest prior to confirming any reservation, including those guests who book online. This personal contact allows us to know the group and their needs before they arrive. It also allows us to describe our policy on parties and large functions. Another reason we have decided against using travel agents and wholesalers is to ensure that a Harris Hawaii Realty Group representative speaks with every guest.
We require at least a 3-night minimum on all reservations unless we receive permission from homeowners for a specific reservation.
Occasionally there are guests who cause damage to the property. We offer our guests an accidental damage waiver, which covers accidental damage to the property up to $3,000. If a guest chooses not to purchase the waiver, we charge the guest’s credit card we have on file for the damage they caused.
Harris Hawaii Realty Group has made inspections a priority. Before a guest arrives and after the cleaning crew has finished cleaning, an “arrival inspection” is done. This allows us to ensure the property is ready for the guest, and to assess the condition of the property. Upon departure and before the cleaning crew arrives another inspection is done and is compared to the arrival inspection. This often allows our inspectors to be in a property twice a day. By doing an arrival and departure inspection we can charge the guest for any damage beyond reasonable wear and tear. During the off-season or whenever a property is vacant more than one week we do an inspection to ensure everything is in order.

Is Travel Insurance offered to guests?
Yes. Guests have the opportunity to purchase optional travel insurance through VacationGuard which would cover them in case they have a medical emergency or weather delay and cannot travel. As an owner your revenue would not be affected if a guest canceled while being covered by VacationGuard. We also offer a Security Deposit Protection Plan through VacationGuard. This is a mandatory service for some of our properties. It provides up to $3,000 unintentional damage protection.

What does it cost me to list my property with your company?
A linen start up fee. The cost will vary depending on bed and bath size.

Upon signing your contract the following will be done at no charge:
A full written evaluation of your home as a vacation rental (by our expert team plus a professional designer).
Stocking and maintaining the home with linens
A professional photo shoot
Creating a unit page for our website
Replacing the current lock with our keypad (if applicable)

Other costs vary based on individual properties needs and include:
Required deep clean 1-2 times a year. We may ask that your property be deep cleaned upon entering our program
Window cleaning
Annual supplies e.g. filters, light bulbs and batteries
Carpet cleaning
Pressure washing
Hot tub/Pool maintenance

What are your fees and contract terms?
Harris Hawaii vacation rental property management fees are competitive for the industry.  We would be happy to review our terms with you

What’s included in your fees?
A copy of our services is included in our marketing package.

What is the cost for service calls?
There is no charge to have our on staff maintenance personnel go to a property to assess an issue. If the required repair is beyond the scope of their abilities a specialist may be called and there may be a service call fee for that individual. To maintain our standards we reserve the right to replace or fix any non-emergency problem without an owner’s approval if the cost is less than $500. If it is an emergency, i.e. broken pipe at 3:00 AM we will respond immediately to the problem.

How many nights can I expect?
The amount of nights you can expect is dependent on several factors including the economy, sleeping capacity, location, owner use, rates, season, decor, and amenities such as hot tub/pool, game table, view, wireless internet and air conditioning.

Are there restrictions on how often I can stay at my property?
We realize one of the best reasons to own a vacation property is so you can stay there. Therefore, we do not limit the amount of nights you can stay.

Who stays with Harris Hawaii Realty Group?
Guests who want to enjoy all the comforts of home while on vacation.

What are some of the normal expenses for the rental program?
Periodic maintenance and repair to your property. Quarterly deep cleanings and carpet cleanings. Replacement of pillows, comforter, mattress pad/protector, and other household inventory items that creates a comfortable guest experience.

What about cleaning services, linens and maintenance?
Guests pay the cleaning fee. As an owner if you or your own personal guests stay at your property, you will be billed a cleaning fee for that stay. In that case, the cleaning fee is removed from your revenue proceeds. We provide linens such as bedding, towels, beach towels, however, owners are responsible for the cost of pillows, mattress pad/protectors and comforters. If maintenance and repair is needed, the cost is removed from your rental proceeds.

How do we receive our rental proceeds?
By the 7th of each month you will receive a revenue check in the mail along with an itemized statement. We also have ACH automatic depositing available for your convenience.

Will I have access to confirmed reservations?
Yes. We believe in transparency so you will be privy to the reservations and what type of revenue to expect so there are no surprises. You will receive an email confirmation of a Reservation Folio when a guest first makes a reservation. You will then receive a second Reservation Folio that same day showing the guest’s deposit taken off their balance. As the guest’s reservation gets closer to 21 days prior to their arrival date, their balance is paid in full and you will receive a final Reservation Folio showing a zero balance. You will also receive from us a username and password to the owner side of our ResortPro.net reservation system where you can view the reservations in real time and also create your own owner bookings.
 

2580 Kekaa Drive Suite 109
Kaanapali, Hawaii 96761
United States of America

Copyright © 2008 harrishawaii.com - By Harris Hawaii Realty Group, LLC.