Wednesday, June 2, 2010

Chronicle of a BP Claim

Who knows when this Oil Spill nightmare will end, certainly not until BP finally caps the blowout well. As with any disaster there is as much misinformation as information, how much oil is leaking, where is the oil heading, how long will it take the Gulf to recover if ever, who is primarily responsible BP, the drill owner, Haliburton, who knows.  I think everyone is focusing on BP, probably because they have the deepest pockets.

Of course I am worried about all of these issues, but I am most worried about how it will affect me, my business and my rental home owners. There is no question we will survive this, but how painful will that survival be. Will our business run out of cash during the off season? How are my Owners, whose houses I rent on their behalf, pay their mortgages without rental income over the summer? Heck, how will we pay our mortgages and fixed operating expenses?

We are fortunate in that we were 80% booked for the summer by the time of the spill, and only had three cancellations since then. One cancellation was a wedding and they decided to change their entire venue,  a second were guests from France with in-laws in Texas, and the third was someone who was worried about getting laid off and used the Oil Spill as an excuse to get a refund on their reservation. The most negative affect has been from the worried calls we received from guests with reservations. Because we have a tremendous number of repeat renters, early on we implemented a 100% Money Back Guarantee if the beaches were closed because of the oil. We have not had a cancellation since the policy went into effect and only a few worried calls from those that were not aware of the money back policy.

We have actually had a few new reservations since the oil spill but we're still well below last year's actual and this year's budgeted goals. Typically we're sold out from Memorial Day through the middle of August - not so this year. Initially I thought I would do what I typically did when we had open dates, discount our rates, but then I thought what happens if the oil does hit our beaches and I need to give 100% money back to reserved guests. I am going to need some help!

Two weeks ago I received word that BP had opened Claims offices in our area, one in Ft Walton Beach and another in Santa Rosa Beach. Since it is obvious that sooner or later I am going to need help, this past Thursday I started the process of filing a claim. I posted the comment on Facebook and got some interesting comments, such as I was wasting my time, that BP would make it so cumbersome and require so much documentation that I would give up. That's when I got the idea to document my claims experience on my Blog, Good or Bad experience.

On Thursday May 27th I went to the Santa Rosa BP Claims office (5008 US Highway 98 West). It's a store front with temporary signs indicating it was a BP Claims office. It was the first time I saw a BP logo on anything other than a BP gas station. Seemed odd. When I walked in the front door I was met by a large open area with desks lining both sides and the rear of the room. Everyone seemed to be looking at me. Behind the rear desks in the back I could see one way glass, obviously the supervisor's office, he was probably looking at me as well. Immediately to the right as I walked in was an uniformed Sheriff's Deputy sitting at a desk. He asked me to sign in. He had me enter my name, address, name of my business and my claim number. I told him I didn't have a claim number so he had me enter Requesting Information.

I was the only "customer" in the room so it seemed like the employees were competing for my attention. John Alston shuttled me over to his desk, he may have been some sort of a Lead. He asked me how he could help and I told him I was just interested in information for now, and wanted to know what the process would be. John said the first step would be to file for a claim number, and he asked me to describe my business and what I thought my claim would be. I told him I was in the Vacation Rental business and that my wife and I owned five houses and we managed 16 other houses for other owners. He said I would need to file an individual claim, with a separate claim number for each of the houses my wife and I owned and another claim number collectively for all the houses we managed for a total of six claim numbers. He then gave me the 800 Claims Number and assisted me as I went through the process of getting claim numbers. With my Claim Numbers in hand, John walked me over to a claims processor Gaylord Smith and briefly described my claim to Gaylord.

Gaylord Smith gave me an overview of the claims process and basically said he would need documentation to verify what my 2009 rental income was and then compare that to my 2010 rental income, and I would be reimbursed for the difference if 2010 was less than 2009. I also had to provide my 2008 & 2009 tax returns, and provide county tax records that reflected the addresses of my property and showed my ownership. I provided him with all of the requested information on Tuesday June 1, so now we'll see how long it takes, see if I get the royal run around or what. I can say that I have been impressed with the BP Claims process so far, but the proof is in the pudding. Show me the money, as Jerry McGuire would say. I'll keep you posted.


Rick Scali Rick Scali is the Owner of Easy Street Pet Friendly Vacation Rentals in Destin Florida. Whether you are a family looking for a squeaky clean Destin Rental Home with a Private Pool or a couple looking for a romantic getaway in a Destin Beachhouse, Easy Street Pet Friendly Vacation Rentals will exceed your expectations. Easy Street Pet Friendly Vacation Rentals has the largest selection of quality pet friendly homes in Destin, Florida and throughout the Emerald Coast. Call us toll-free today at 877.432.7978 or email us at info@easystreet-rentals.com - we would love to welcome you, your family AND Fido to join us at the beach.

Sunday, April 18, 2010

Check out my Fan Page


Wow, in less than two weeks we have over 200 Fans on our Facebook Fan Page Easy Street Pet Friendly Vacation Rentals. My new marketing assistant Jessica Mansfield suggested I set up a fan page but I had no idea it would take off as it did. Apparently there are a lot of folks out there that are interested in clean well maintained pet friendly accommodations here in Destin.

There are other rental companies in the area that take pets, so I didn't think too much about our uniqueness, but apparently at most other places guests are restricted to one pet under 20 pounds. Here at Easy Street we allow any number of pets (within reason, we've had as many as 5 show dogs - St. Charles Cavaliers), any size (our biggest was a lab named "Goliath" 120 pounds brought by Alan Rice family), and any breed (as long as they are not aggressive). What makes our homes convenient is that most of our houses have separately fenced in pet yards that can accommodate multiple pets.

We recently became a sponsor (and a Fan) to Alaqua Animal Rescue here in Destin and Freeport, and we received a tremendous response from their fans. May 2nd (Sunday) we will be an exhibitor at their fund raiser at their Freeport facility. If you're in the area that day, come join us.

Rick Scali


Rick Scali is the Owner of Easy Street Pet Friendly Vacation Rentals in Destin Florida. Whether you are a family looking for a squeaky clean Destin Rental Home with a Private Pool or a couple looking for a romantic getaway in a Destin Beachhouse, Easy Street Pet Friendly Vacation Rentals will exceed your expectations. Easy Street Pet Friendly Vacation Rentals has the largest selection of quality pet friendly homes in Destin, Florida and throughout the Emerald Coast. Call us toll-free today at 877.432.7978 or email us at info@easystreet-rentals.com - we would love to welcome you, your family AND Fido to join us at the beach.

Saturday, April 10, 2010

Busy First Quarter 2010

This is my first post for 2010, not because of lack of interest but rather a lack of time. With our new more user friendly web site, more aggressive marketing and adding three more homes (and counting) to our rental program, I have been swamped since the first of the year. I'm not complaining mind you, just more or less of an apology. I promised myself I would post an update at least once a week, and that obviously didn't happen. But here we are with lots to report.

Our web site is doing fantastic, especially our new filtering program that allows guests to indicate what specific house and amenities they're looking for and have it filter to just those homes that meet their criteria. We also added a Specials Section to promote our last minute specials and also list our new homes coming on board, to give them a running start with new reservations. We also added the Virtual Tours to most of our houses (I'm working to have Virtual Tours on all houses), and created the ability to add an unlimited number of photos. Previously we were limited to 15 photos. We also added a link to our electronic guest book, so guests could read ALL of the previous guest's comments. I always thought guests comments were important, this new link now makes it very easy for potential guests to view previous guest comments, and existing guests to post their comments.

The next thing we did was hire a new local Marketing Manager, Jessica Mansfield, smart, good looking and very talented. Jessica was recommended by a friend at the Destin Chamber of Commerce, Cheryl Walker. Cheryl is also the marketing manager for the Army Aviation Center Federal Credit Union and a volunteer at the Alaqua Animal Refuge. Jessica's first task was to set up our Easy Street Pet Friendly Vacation Rentals Fan Page, which she did. Here is a link to the our new Fan Page:

Easy Street Vacation Rentals Facebook Fan Page

We would love to have you as a FAN.

The next project Jessica will be working on is a Customer Survey. We want to know what our guest's think, what they think we're doing right and wrong, how we can improve our product and service. Following that is developing a formalized "Repeat Renter" program and a "Guest Referral" program. We have so many wonderful repeat renters, and new guests referred to us by our many loyal guests. I goal is to create a great reward program that expresses our sincere appreciation for their efforts.

Have lots more to update, but I'll save that for next week.

Cao for now!



Rick Scali


Rick Scali is the Owner of Easy Street Pet Friendly Vacation Rentals in Destin Florida. Whether you are a family looking for a squeaky clean Destin Rental Home with a Private Pool or a couple looking for a romantic getaway in a Destin Beachhouse, Easy Street Pet Friendly Vacation Rentals will exceed your expectations. Easy Street Pet Friendly Vacation Rentals has the largest selection of quality pet friendly homes in Destin, Florida and throughout the Emerald Coast. Call us toll-free today at 877.432.7978 or email us at info@easystreet-rentals.com - we would love to welcome you, your family AND Fido to join us at the beach.

Sunday, December 27, 2009

My Very Own Christmas Story

This is my true Christmas story, it happened this year on December 23rd, 2009.

As many of you know we have 20 something rental homes, some we own and manage and others we just manage for other people. In the 8 years we have been in business this is a first.

Here in paradise, crime is a very rare occurrence, maybe a bar fight by a couple of guys after a night of drinking, or maybe some shop lifting, but rarely something more serious. Well we had our very first "Break In" of one of our homes, and a very unusual one at that.

A very neat burglar broke into one of our rental houses by breaking a rear window and jimmying a door lock in the back of the house. Once the burglar gained access, he turned on the heater and made himself at home. From the evidence left behind, we determined he cooked a steak and heated a can of baked beans. When he was finished with his meal he cleaned up his mess, including the broken glass from the window he broke, put all of his dirty dishes in the dishwasher, took a shower, neatly folding the bath towel and placed it on the vanity when he was done. Then watched a little TV, took a nap and left. Nothing else was broken or taken.

We discovered the break in the early afternoon of Wednesday, December 23rd, two days before Christmas. We check all of our houses on a regular basis to make sure they are ready for the next guests, or if the house is going to be vacant for a week or so, check to see that the AC is turned off.

During one of these rounds, we discovered the break in and I immediately called the Sheriff to report intrusion. When the Sheriff arrived I described the whole story and told him we had minimum damage, just a broken window and jimmied door, and nothing else broken or missing. The Sheriff suggested that it was probably someone cold and hungry. I told him it was not a big deal, but I mainly wanted a police report for insurance purposes to repair the window and door.

The officer hands me his business card - now this you're not going to believe, his name was "M. Christmas". True!

I asked him, please don't tell me your first name is Mary. He smiled and said, no Matt.

He took done all of our information and said the police report will be ready the first week of January. I am going to keep a copy of the police report and the officer's business card, just to back up my story.

To the person who broke into our home, Merry Christmas and I hope you have a better next year.

That's my real Christmas story.


Rick Scali


Rick Scali is the Owner of Easy Street Pet Friendly Vacation Rentals in Destin Florida. Whether you are a family looking for a squeaky clean Destin Rental Home with a Private Pool or a couple looking for a romantic getaway in a Destin Beachhouse, Easy Street Pet Friendly Vacation Rentals will exceed your expectations. Easy Street Pet Friendly Vacation Rentals has the largest selection of quality pet friendly homes in Destin, Florida and throughout the Emerald Coast. Call us toll-free today at 877.432.7978 or email us at info@easystreet-rentals.com - we would love to welcome you, your family AND Fido to join us at the beach.

Saturday, December 12, 2009

Easy Street Web Site Ready for Prime Time

We have beta tested our new web site Easy Street Vacation Rentals over the last thirty days, and received some great input. To solicit the input, we forwarded our web site to a number of our repeat guests who agreed to review our site with fresh eyes. The overwhelming response was positive, plus we received a number of great suggestions, most of which we implemented. At long last I think we’re ready for prime time, and I think you’ll like what you see. The test will be on Monday, when we plan to announce the new web site to our 3,500 VIP past guest list.

Studies tell us we have less than a minute from when someone first lands on our web site, for them to figure out what to do to obtain the information they want and need. So, on our Home Page (and every page) a guest can enter their arrival and departure dates, and check rental home availability in under thirty seconds. We also created a way to filter their selections. Listed under the “View Our Homes” tab, guests can view “All Properties”, or just homes with “Private Pools”, “Heated Pools”, “Best Pet Homes”, “Single Story Homes”, or “Just Town Homes & Condos”. There’s more, once a guest selects any of the categories, they can select “Quick View” and then sort their selections by price, number of bedrooms, number of bathrooms or number of guests the house will accommodate. They can even sort the homes alphabetically.

Where are our homes located and how far are they from the beach? Good question, so we added Google Maps (we call it “Area Map”) to out site. It is listed under the “Local Area Guide” and it shows the exact location of each home, it’s address, and a photograph of the home. We also added in the closest grocery stores, and soon we will be adding all of our favorite and recommended local activities, such as restaurants, golf courses, the harbor, amusement parks, shopping areas, etc.

Under the Local Area Guide, we added some other goodies too such as a list of Activities and Attractions you’ll want to take advantage of while you’re down here including our favorite restaurants, deep sea fishing, nightlife, shopping, etc. We have also included a link to local weather and an estimate of the typical weather conditions during different seasons of the year. Don’t know the best way to get here? Click on the Driving Directions and enter in your home address and Google Maps will bring you right here.

Over the years we have been blessed with a growing list of repeat guests. With the launch of the new web site we decided to formalize a list of “Standard Specials” for VIP and Repeat Guests. The Specials include discounts for the following groups, Repeat & Loyal Guests, Active & Retired Military, current employees of the Police, Fire and EMS, and because of my thirty years in the credit union industry, I have also included a credit union member discount.

Since we just hate to see any home go unused, we also formalized our “Last Minute” Reservation Discounts. If we have an open date and you book within one week of that date, we’ll reduce the price by 10% automatically, and if you book within 48 hours of an open date, we offer a whopping 25% discount.

We’ve worked very hard on this website (Debbie, Chris, Billy & me) and I hope it shows. The proof will be in the number of guests visits, and how do we know that - Google Analytics. (Talk about teaching an old dog new tricks). I found out this great little Google Application can tell us how many new and repeat visitor’s have visited our web site, where they came from in the US, what keywords they used to find us, and even what browser they used to search for us. And what’s cool is we can get that information by hour, by day, week or month. So here we go, it will be an interesting ride.

If you’ve got a free moment, take a look at the web site for yourself, we would love your feedback www.easystreetvacationrentals.com


Rick Scali

Rick Scali is the Owner of Easy Street Pet Friendly Vacation Rentals in Destin Florida. Whether you are a family looking for a squeaky clean Destin Rental Home with a Private Pool or a couple looking for a romantic getaway in a Destin Beachhouse, Easy Street Pet Friendly Vacation Rentals will exceed your expectations. Easy Street Pet Friendly Vacation Rentals has the largest selection of quality pet friendly homes in Destin, Florida and throughout the Emerald Coast. Call us toll-free today at 877.432.7978 or email us at info@easystreet-rentals.com - we would love to welcome you, your family AND Fido to join us at the beach.

Tuesday, November 24, 2009

New and Improved Website by LiveRez

Well we did it! At long last we're live on our new and improved website. We loved our former website, looked great, won an award, and the webmaster was great to work with. The problem is that it wasn't a connected website, meaning we had a website, a booking engine, and a database management system, and the three didn't talk to one another meaning they weren't inter-connected. When someone went to our website and wanted to book a reservation, they clicked on the Bookit button, which sent them to another website that handled our booking engine. Once the reservation was "booked" we received an email announcing the new reservation. We then had to log in to their system, print out all of the reservation information, and re-enter all of the information into our database system. Very, very inefficient, and since our volume doubled this past year, the system was bringing us to our knees. We knew we couldn't handle another year under the old system. There were several other issues that were problems, and our owners didn't particularly care for the system, so here we are.

We are now with LiveRez, with all three systems wrapped into one, website, booking engine and database management system. We have been working on the system now for three months and today we launched 11/24/09. www.easystreetvacationrentals.com. Check us out and let me know what you think rick@easystreet-rentals.com

In the next Post I will tell you some of the neat things we have included in the new website that I think makes it extremely easy to use and very informative.

Rick Scali


Rick Scali is the Owner of Easy Street Pet Friendly Vacation Rentals in Destin Florida. Whether you are a family looking for a squeaky clean Destin Rental Home with a Private Pool or a couple looking for a romantic getaway in a Destin Beachhouse, Easy Street Pet Friendly Vacation Rentals will exceed your expectations. Easy Street Pet Friendly Vacation Rentals has the largest selection of quality pet friendly homes in Destin, Florida and throughout the Emerald Coast. Call us toll-free today at 877.432.7978 or email us at info@easystreet-rentals.com - we would love to welcome you, your family AND Fido to join us at the beach.

Thursday, November 5, 2009

Destin's Holly Burke dies after long fight with cancer.

It saddens me to report that Holly Kaitlyn Burke, 19, of Destin, passed away Oct. 30, 2009, surrounded by her loving family, fiance and caring medical team, at St. Jude Children's Research Hospital, in Memphis, Tenn.

The following article was published in the Destin Log, on October 14, 2009 shortly before her passing.

http://www.thedestinlog.com/news/holly-11498-destin-form.html


Rick Scali


Rick Scali is the Owner of Easy Street Pet Friendly Vacation Rentals in Destin Florida. Whether you are a family looking for a squeaky clean Destin Rental Home with a Private Pool or a couple looking for a romantic getaway in a Destin Beachhouse, Easy Street Pet Friendly Vacation Rentals will exceed your expectations. Easy Street Pet Friendly Vacation Rentals has the largest selection of quality pet friendly homes in Destin, Florida and throughout the Emerald Coast. Call us toll-free today at 877.432.7978 or email us at info@easystreet-rentals.com - we would love to welcome you, your family AND Fido to join us at the beach.