Why should you use a rental management agency?

house-in-hand-smGood question. Why should you? And if you have the time and inclination to advertise and market your property; handle hundreds of email and phone enquiries; screen your renters; collect a deposit and final balance; generate a rental management agreement and Terms and Conditions of Rental; and follow up after the rental, then you should have no need of a company to do this for you. Many owners love doing just this and enjoy the opportunity to communicate directly with their rental clients. Others want to use their valuable time elsewhere and are happy to abrogate responsibility for the work to a reputable rental agency.

Don’t confuse rental management with property management. The former just handles the things I’ve mentioned above, while the latter will physically look after the property, do the changeovers and liase with renters while they are in residence.

Every area is different and the level of services offered will depend on the size of the company and the concentration of properties in the area.


Rental Management only

These companies are like the one I manage, and are generally in areas where the geographical location of properties makes offering property care impractical. Property owners provide their own changeover, maintenance and emergency service either by doing it themselves or independently hiring. The agency will take care of all the marketing, screening, reservations, guest communication and follow-up but owners tend to have more involvement with their guests. They may do meet-and-greet and onsite management or hire a caretaker, or property maintenance company to undertake these tasks.


Rental Management + third party Property Management

Where a rental company doesn’t provide in-house services they will work with an outside agency to provide cleaning and maintenance and to deal with any issues that may arise during a guest rental period.  Where a Home Owners Association (HOA) manages rentals in condo units or a gated community this is often the model of rental/property management provided.


Rental/Property Management

This is the most common type of agency mostly operating in areas where there are concentrations of properties. They tend to be much larger and employ their own in-house cleaning and maintenance staff. They will deal with emergencies, breakdowns, query calls from guests – in fact, every aspect of a reservation.


What is the right type for you?

If you have a choice, really think about what is the best for you.

– Do you want to be involved with the hospitality side; meet and greet your guests, or have your own property manager do this for you?

– Would you prefer a completely hands-off approach and simply collect the rental fees?

For some owners starting out with a new rental property, the first option may be good, as you use the agency to find your ideal guests and manage all the communications with them until the vacation starts. Your guests are still getting a human approach from the very start, and a good agency will begin a great relationship with them before they arrive at your property.

Spend time looking for the right agency especially if there are several serving the area you are in.

–  Look for a great web site that is updated frequently, is easy to navigate and has attractive and structured listings. Look at the site from a guest perspective – would you find it appealing if you were looking for a vacation property? Is there an up to date availability calendar

–  Call them and ask about a couple of their properties as if you were a renter, and assess their customer service skills.

–  Find other owners who use agencies and ask for their opinion. Contact them, ask for them to come out and view your property and meet their staff in person.

–  Find out about their staffing levels. Are rental enquiries dealt with evenings and weekends? Do calls go to voice mail or are they answered in person? If a message is left, how soon does someone get back to the enquirer?

Do some thorough research. Many provinces and states have legislation relating to vacation rentals designed to protect the consumer. Some require rental agencies to be registered or licensed and if you use an unregistered or unlicensed company you may find that at some time the company is shut down which may leave you high and dry.


Look for a Partnership

Use an agency you can create a relationship with. You’ll trust them to find the right type of guest for your property so it’s important for you to feel confident they will screen efficiently. The best agencies will talk to you about being in partnership; listening to your views on how you want the property promoted and will seek your knowledge about events and attractions to market. They will treat your property as an individual entity rather than just another one to add to a bunch of similar properties. Find out how they will promote your unique features and facilities. Do they run special promotions at different times of the year? How will they get the message out about YOUR property?


Here’s some questions to ask an agency:

What are their hours of operation? How are enquiries dealt with that come outside those hours?

Look for an agency that uses in-house staff or a local call centre to answer out of hours enquiries. This will mean that very few calls go to voice mail and potential guests get a real person on the phone when they call. This can make the difference between your property being booked and the guest moving on to the next property on a list. In our agency, we get calls through the night, often from shift workers. Because we employ a 24-hour service from a local call centre and train those staff ourselves, even someone calling at 3am will get to speak to a real person who is knowledgable about the website and can guide a caller in the right direction to find the information they want.


How do you use social media such as Twitter, Facebook, LinkedIn, Google +, Pinterest and YouTube to market your properties?

If an agency is not using social networking sites they are losing out on a vast resource of site visitors and potential guests. Savvy agencies will have a Facebook page, be active on Twitter and will probably have their own YouTube channel for showcasing their property videos. Too many agencies are still stuck in old thinking that it’s enough to have a web site and hope visitors will come.


Where will you market my property?

Agencies should not limit marketing to their own web site. The better ones will be able to demonstrate they have a presence on major listing sites too.

They may not advertise every property in their portfolio but will feature a representative amount that will encourage clickbacks to the home site. Expect them to have a good marketing reach.


Do you use electronic and digitally signed agreements to keep paperwork to a minimum?

Ease of booking creates confidence in a company. Top agencies no longer use fax & snail mail for rental agreements; they have now incorporated electronic (bank encrypted) document systems to enable quick turnaround on paperwork. Most have in-built reservation systems that allow for online booking.


How do you screen guests?

You may not want spring breakers or bacherolette parties; perhaps your property location is not suitable for small children or the elderly or less mobile guest. It’s worthwhile asking an agency how they deal with your specific requirements, or do they allow online bookings without any screening.


Are you legally operating under national, state or provincial regulations?

Many countries, states and provinces require sellers of third party travel products to be legally registered and comply with federal or provincial legislation. For example, in Ontario, Canada, rental agencies must be members of the Travel Industry Council of Ontario (TICO) in order to operate legally. This is a measure of protection for the consumer and having this registration shows potential renters that the agency is a professional business.


Do you own and rent out your own properties?

It’s important that someone at the agency you are dealing with understands what it is like to own and rent a property. They have experienced the occasional damage and wear and tear; they know what to expect of a rental guest and can share that knowledge with you. Putting your property in the hands of someone experienced at all levels of vacation rental is wiser than registering with a person who may offer a lower commission rate, but hasn’t got much of an idea how to market you property.


What does this cost?

“The bitterness of poor quality remains long after the sweetness of low price is forgotten.” Benjamin Franklin

Agency rates vary widely, and are dependent on the services they provide so you will need to research what is available in your area.

Doing your homework thoroughly will indicate where you will get the best value whilst remembering that the old adage also applies, ‘You get what you pay for’. Good marketing is expensive and what you get for an extra 1% or 2% may be maximum occupancy compared to empty weeks.

The Vacation Rental Managers Association (VRMA) is North America’s largest organization of professional rental agencies. Check their membership here: www.vrma.com

Post your questions or experiences about working with an agency. Do you have tips for other owners to help them make a good decision? I would love to hear your views.

Lynn Haupt

Hi from South Africa. I am a qualified real estate agent now working for a company that handles the holiday rentals for 20 different units along the glorious south coast of Kwa-Zulu Natal. Thank you for a very informative article. There is not much to add, other than to stress the fact that owners should do their research into the company they are considering using. Try get references from other owners and find out if the agency or company in question belongs to any local entity which governs the holiday letting industry. Sadly, both owners and guests need protection from unscrupulous operators within the industry.
Lynn http://www.zestholidays.co.za http://www.zestholidaysblog.co.za/

Heather Bayer

Good points Lynn and I completely agree. I just came back from a cottage show where we spoke to a lot of owners considering using an agency. Some were questioning our commission rates saying they could get a service cheaper from some of the new agencies that are popping up in our area. None of them are legally registered and are able to operate on a shoestring because they do not jump through all the hoops and pay the registration fees that we and other professional agencies do. Sadly, there are those who will always opt for the cheap route, and will end up regretting it later.

Nick Marshall

This is a great list of questions.
The greatest advantage for an owner using a niche regional booking agency like ours is that the visitors to our website are not confronted by hundreds of listings covering a much wider area. They specifically want our region and even if the property that they were hoping to book is already taken, we have usually got a number of others in the same area that are available which we can offer immediately on the phone and with an email follow-up.

Of course the major listing sites also offer alternatives, often on the same property page that the searcher has just opened. Some owners feel that is an unfair distraction (especially if they have paid significant fees to have a page listing). What the major listers do not have is a phone contact which takes you to an agent (like ourselves) with detailed knowledge of all the properties listed. On a major site, the enquirer has to contact each property owner individually if that is allowed by the major site. That is time consuming for a potential customer with a list of six or seven properties to contact.
The trend at the moment appears to be towards the separation of the owner from the customer by the large listers until a booking deposit has been made at which point the contact details of the owner are released to the customer. The only information available is that which is on the website of the large listing site.

I think this is probably the Achilles Heel of these giant corporate vacation rental listing sites. Many customers get the name of a property they like from Homeaway or AirBnB and do their own search for that property. If it has a website of its own, they may prefer to go there but it can be difficult to contact the owner who may be at work whereas an agency is available through office hours or through the evening and weekends (as we are).

As for the cost of a booking agency, you are so right, you get what you pay for which is not always that much with the giant sites.


For people who wish to put their property on rent this post has all the information needed to get started. Property management companies can be very helpful but you must always be very careful when you decide which company to go for. This post explains many important things which you should ask the company before you select them for your property.

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