Help for Owners

FAQs

Rental Management

What is the process to get started?

Call us at 808-379-3208 and we can give you a complimentary rental revenue and assessment of your property.

How can I monitor my occupancy and revenue?

We provide you a unique owner dashboard so you can review results from your properties, any day, anytime. We send you a monthly report to your email and to the owner portal.

Can I make changes to my property's amenities?

Owners are encouraged to regularly update their property. With these changes, owners may wish to expand or sometimes limit certain amenities offered. While expansion is never a problem, restricting or limiting certain amenities could affect existing reservations.

If an owner wishes to restrict or eliminate certain amenities, VTrips will enact these changes for all new reservations going forward. Please note that before making changes that could affect existing reservations, you must contact VTrips and verify the reservations in place that this change could affect. Your local office will work with you to ensure these changes are made to your satisfaction without compromising the guests currently booked at your property.

What furnishings and amenities are expected to be in my home for guests?

When listing your property for rent, it is important to offer all the comforts of home your family would expect. This includes providing many of the basic amenities that you would have within your own home such as an HD Smart TV, WiFi, coffee maker, proper cookware, and more.

A detailed list of all the items and amenities will be provided for you. If there are items that you are missing and need assistance in stocking, your dedicated local rental manager can coordinate the purchase and stocking to have your home guest-ready.

What does our reputation management consist of?

Reviews are monitored on a per unit level and managed on many platforms to include social media, Google, Yelp, BBB, airbnb and VRBO.

Our team stays responsive and addresses the concerns of guests and owners as needed.

Reservations

What happens if a guest cancels their reservation?

Guests have a 48-hour window in which they are able to cancel a reservation without penalty. They also have the optional ability to cancel 21 days out on reservations for stays less than 30 days with our Peace of Mind policy. If you notice in your owner’s portal that an upcoming reservation has cancelled please let us know. If the time frame does not get rebooked and the guest canceled outside of their 48-hour window, we will pay you cancellation income based on what the guest has paid toward their reservation.

As an owner, what if I have a guest that I want to rent to?

This would be classified as an owner referral reservation. When you have an owner referral, please send an email to OwnerAccount@mauirentalgroup.com. Include the guest contact information in the email along with the following details:

Guest First and Last Name
Phone Number
Email Address
Arrival and Departure Date
Price for Rent that you Quoted

Please remember, there are additional taxes and fees when quoting your potential guests. This is important to avoid lost bookings due to a difference in quotes.

What if a guest has booked time that an owner wanted?

Guests will book your unit with the understanding the property will be available. The guest will sign a contract and make all necessary travel arrangements including flight and rental car. To preserve owner, property and company integrity we are not able to relocate guests to accommodate owner stays. For this reason it is important to book owner reservations as soon as possible. The owner’s calendar is open for approximately two (2) future years. Owner reservations can be booked via the owner portal.

Accounting

When do owners get paid?

Our company operates using accrual accounting. Revenue is reflected on the owner’s account when the revenue is earned rather than when payment from the guest is received. We pay all of our owners on or before the 15th of each month for the month that just ended. So, if the guest stays at your property in January, you would get paid on your January statement that will be released on or around February 15th.

What if a reservation crosses from one month to another?

If a guest stay covers more than one calendar month you will be paid based on the actual days stayed during each calendar month. For a reservation that checks in on 1/28 and checks out on 2/13, owners are paid for 1/28-1/31 on January’s statement and 2/1-2/13 on February’s statement.

Housekeeping

How often does our housekeeping team clean your property?

Our housekeeping team ensures that your property gets a thorough cleaning after every stay. We also schedule deep cleans to guarantee that your rental remains in tip-top shape.

What if there is a maintenance or housekeeping issue in my unit?

Please contact our local office for any housekeeping or maintenance issues.

Marketing and Revenue Management

How is my property marketed?

VTrips has a robust marketing team with the support of marketing experts in each destination.

Social Media Promotions
Marketing Email Campaigns
Brand Messaging
Event Sponsorships
Print Advertising
Partnering with Destination Marketing Organizations
Third Party Partnerships

How are daily rates set for my property?

Our revenue management team uses the latest technology software to help determine the best rates in the market to maximize profits.

Our local area experts manually review rates through a customized and personalized process.