OWNER RELATIONS
Our Owner Relations department serves as the primary contact for property owners in our program. Owner Relations monitors all property activity.
Rental Management Agreement
Sanibel Holiday enters into a formal Rental Management Agreement with each property owner in our program. The agreement is important to both parties to assure an understanding of our mutual obligations. The agreement is for a one year term, renews automatically, and can be cancelled at any time with 30 days written notice.
Compensation
Sanibel Holiday is compensated based on performance. We take a commission equal to twenty percent (20%) of rental revenues generated by us. We receive ten percent (10%) for reservations placed by the property owner. In situations where a guest is booked through a third party we pay the referring party from our commission (e.g., a travel agent or cooperating broker would receive 50% of our commission).
Communication
Our goal is to provide professional and reliable service to our owners and guests. We encourage both owners and guests to provide us with their ideas and comments. Sanibel Holiday believes that by being proactive and by providing an open channel for communication, we can ensure that we are always providing excellent guest services and top quality accommodations.
Our communications are designed to be timely and meaningful. On a monthly basis, every owner is provided with a financial summary and copies of any completed comment cards. In addition, we include updates on important events and changes at Sanibel Holiday, as well as in the community, which may affect our owners. A monthly list of future reservations is made available to owners for a small fee, upon request.
Owners and guests can communicate with us 24 hours a day by fax (239) 472-8405 or through the internet via e-mail. Each employee has an individual e-mail address so that owners and guests can be assured messages go to the appropriate department to ensure a timely response. In addition, guests visiting our website www.sanibelholiday.com can obtain information about rentals, specials and interesting facts regarding Sanibel and Captiva Islands, as well as informative travel tips.
Our office is open seven days a week, excluding certain holidays. In emergencies, we are accessible via voice mail or by pager during times when the office is closed. We provide a toll-free number, (800) 445-1566, in order for our owners to contact us.
Sanibel Holiday has established a unique Owners’ Advisory Board which meets on a semi-annual basis in Sanibel. The Advisory Board provides an additional forum for lively communication between owners and Sanibel Holiday managers to ensure that the needs of the owners, guests and Sanibel Holiday are coordinated and met. Four new owners are selected each year to serve on the board.
Personal Service
Sanibel Holiday is, and will remain, a company small enough to deal with our property owners on a personal basis, yet large enough to provide the assets, personnel and systems to operate an efficient and professional rental management company.
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ACCOUNTING
Monthly/Year-to-Date Summaries
We mail revenue checks to owners on a monthly basis and provide a customized Financial Summary, which is included in the monthly mailing on the 5th of every month. The summaries provide the current period and year-to-date financial activity. In addition, the December statement will provide a final year end summary of all income and expenses for your property.
Vendor Bills
All vendor bills for service and supplies for each property are accounted for and paid on a weekly basis.
Each vendor account can be monitored separately to allow an owner to track the history of specific products and services provided for their property.
Sales Taxes
The accounting department tracks, calculates, and pays all state and local sales tax related to rental income. These taxes are paid on behalf of each owner on a monthly basis. In addition, the preparation of Form 1099 is completed and mailed annually by January 31 for the previous year.
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HOUSEKEEPING & MAINTENANCE
Housekeeping
Sanibel Holiday’s housekeeping department schedules and supervises all property cleaning. We use privately owned local cleaning companies who are required to meet strict standards and procedures. Our cleaners are willing and able to meet special cleaning needs that some properties require.
Inspections
Our Inspectors perform bi-weekly absentee inspections of all properties in the Sanibel Holiday program. These inspections are provided as a complimentary service to our property owners. The inspections help us assure the quality of our housekeeping and maintenance contractors, and provide peace of mind for our property owners.
Maintenance
We provide extensive repair and cost tracking services for the maintenance of properties. When a repair or maintenance call is required, we will schedule the appropriate vendor for service and we will track:
- Who was in the unit
- When they were there
- What was the cost of the service
- Who requested the service
- Who performed the follow-up inspection
This information is available to you upon request.
Our cleaning and maintenance vendors provide 24-hour emergency service.
Insurance Claim Service
We will report and monitor any claims required by your property insurance carrier. If necessary, we will schedule and meet adjusters on your behalf.
Comment Cards
We encourage our guests to fill out and return our comment cards. The Director of Housekeeping & Maintenance reviews all comment cards upon receipt. Items of concern are addressed and rectified immediately, when possible. Once all work is completed and approved by the Director of Housekeeping and Maintenance. The comment card is placed in the Owners permanent file for future reference if necessary. In addition, a copy is forwarded to the owner for their review.
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RESERVATIONS
Once the phone rings Sanibel Holiday is equipped to efficiently match a guest’s accommodation needs with an appropriate property, and book the reservation.
Communication
Our Reservations Department is available Monday through Saturday, 8:30 a.m. – 5:00 p.m. by calling our toll free number, (800) 572-6423. In addition, guests can view our website 24 hours a day, 7 days a week. Guests submitting an online reservation request form after hours can be assured of a response the following business day.
Education
Our Reservations Department educates potential guests about Sanibel Holiday’s products and services. All of our Reservation Agents routinely visit each property to familiarize themselves with each individual unit’s location and amenities in order to provide up to date and accurate property information. In addition, photos of each unit are available to allow agents to reference as well as scan and transmit to guests via e-mail.
Guests are assisted in determining and acquiring accommodations which best meet their needs. Our employees are trained to not only listen to a particular request, but to also ask pertinent questions regarding a guest’s budget and familiarity with the Sanibel and Captiva Islands. Once this information is assimilated, an agent can make suggestions as to the most appropriate accommodations for each guest.
Reservation Inquiries and Bookings
We receive a variety of inquiries via mail, fax, internet and phone calls from travelers looking for accommodations and general information about Sanibel & Captiva Islands. Our reservationists fulfill these requests by providing such information as:
- General Brochure and Rate Sheet
- Summary Sheets and photos of property(s)
- Maps of the area
- Trip Cancellation Insurance Information
Once a guest books and confirms a reservation we will provide them with:
- a confirmation of deposit, a contract and directions to check-in
- a final confirmation, which is sent once final payment is received
Upon arrival, a guest is offered 72 hours in which to “rollover” for the following year in the same unit. Once a guest decides they want to book a unit again, the Reservations Department will transfer their security deposit to the new reservation for the following year upon check out.
Guests who opt not to rebook during their stay will receive their security deposit refund, less any charges, 5 weeks after departure.
GUEST SERVICES
There is a great amount of time, energy, and money involved in getting someone new to call and book a reservation. Our Guest Services department is responsible for securing quality repeat clientele as well as eliminating undesirable clientele, whose disrespect for a unit is not consistent with the privilege of staying in your home. We encourage repeat business by providing our guests with excellent, personal service before their arrival, during their holiday, and following their departure. The services we provide will ultimately shape a guest’s loyalty to us.
Guest Services will provide professional and prompt assistance to ensure questions or concerns are resolved upon check-in and during a guest’s holiday in a timely manner.
Upon check-in; a guest will receive an arrival packet which includes:
- Welcome letter
- Local directions
- Check-out procedures
- Specific unit information (when applicable)
- Welcome call to ensure guest has “settled in”
- Business equipment rental (fax machines, cell phones, etc …)
While on holiday, a guest can take advantage of our business services, which include:
- Internet & E-mail retrieval
- Copying and faxing service
- Package shipping and receiving
- Complimentary Wall Street Journals and USA Today
We also provide:
- Free brochures and information about local activities & points of
interest
- Car Rental information
- Bike & Scooter rental information
- Beach & Baby equipment rental information
- Boat and Fishing Charters information
- Dining & Entertainment information
- Grocery delivery services prior to arrival
- Golf and other sporting event information
Our Guest Services Department will coordinate any special requirements to assure our guests have a memorable stay in Paradise.
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MARKETING
The Sanibel Holiday Marketing Department coordinates the efforts of Owner Relations, Reservations and Guest Services to maximize the effectiveness of our marketing dollars. Together the various departments emphasize the following goals:
- To continue the development and renewal of high quality guests by targeting demographic groups (e.g., National Professional Organizations), as well as proven Domestic & International cities.
- To broaden our “in visit” and “back home” communications with Sanibel Holiday’s guests.
- To enhance local P.R. programs to ensure the highest possible referral priorities.
To achieve our goals, whether through independent or cooperative marketing efforts we utilize the following:
Print Media:
