1. What services are included in the 50% management fee?
Unlike many other rental agencies, Mammoth Hospitality Management (MHM) avoids many of the "claw backs" common in this type of service and chooses not to "nickel and dime" our owners. Typical claw backs to owners include charges for Rental Guest housekeeping, unit maintenance, reservation and marketing fees and others. Under our Agreement, the Agency's commission pays all of these expenses. MHM also replaces at no cost to the owner, any lost, broken or worn china, glassware, utensils and equipment, as well as missing or damaged linen or terry in your rental unit. Should any damage or theft take place from a Rental Guest in a rental unit, MHM will endeavor to attach all related costs to the guest occupying the unit at the time of damage. At first glance our program may seem more expensive, but once you compare "apples to apples" you will see it is not more expensive. Some additional services offered by MHM include:
- Dedicated support and assistance from the staff in the Owner Relations Office.
- On-site professional and uniformed housekeeping staff providing "daily housekeeping" and "housekeeping requests " to Rental Guests.
- On-site front desk with fully uniformed staff, 24-hours per day, 7 days per week.
- Peak hour valet, concierge and bell services.
- On-call maintenance services.
- Superior amenities provided at no cost to rental guests.
- The largest Marketing Machine in Mammoth putting "heads in your beds" - Mammoth Vacations - Vacation Specialists, through 800.MAMMOTH and MammothMountain.com booking and providing complete vacation packages to more than 160,000 different customers a year.
- Group Sales Team appropriate for the rental of Village condos. Corporately this includes full-time sales people in conference/meetings, international and national destination sales, groups and transient lodging sales.
- On-site PBX telephone system connected with the front desk computers and voice-mail. No charge to owners for local and 800 number calls.
- High-speed Internet access in all rental condos.
- Packaging of our rooms with a variety of activities (golf, skiing and mountain biking) to help drive occupancy.
- Courtesy shuttle van available to Owners and Rental Guests.
- MHM operates a state of the art on-site Reservations and Property Management Computer system.
- Complimentary USA Today and Mammoth Times newspapers for Rental Guests.
- Charging privileges at many of the Mammoth Mountain Ski Area retail outlets.
2. How much will the unit rent for each night?
Our published "rack rates" are included here. In order to achieve the highest occupancy percentages, average daily rates, and to secure the best overall rentals, a variety of pricing options are available to transient, wholesale, travel agents, tour operators, corporate and leisure travel groups and other guests. MHM will use its best pricing judgment in an effort to secure consistent levels of occupancy.
3. How does MHM establish nightly rental rates?
After researching what other units rent for in Mammoth, and also making comparisons at other resorts, we established the nightly lodging rates. We took into consideration the proximity to the many services that surround the lodge, as well as the amenities that are on-site. We set our rates according to what we felt should be charged for first-class accommodations and the services we provide. This is covered in more detail on our Rate Sheet.
4. How often will our condo be rented?
We cannot predict revenues, however, we can give figures based on historical information from Mammoth and other resorts where we perform rental management services. As an example, the occupancy for The Village Lodge was 33.5% in its first year of operating inclusive of all rented and Owner use nights. As a comparison, the "average" annual occupancy in the town of Mammoth was about 38.5% including all camping sites. In 2005 the occupancy for The Village Lodge was 44%, compared to the "average" annual occupancy in the town of Mammoth was 39.6%. The Mammoth Mountain Inn brings in the highest occupancy rate in Mammoth at about 60% annually. This is partly due to their efforts in marketing and sales to tour operators, travel wholesalers and travel groups. It is our goal to help drive occupancy by actively marketing to wholesale and tour operator companies that are an excellent source of extended stay bookings, rounding out occupancy throughout the year, especially during the quieter periods.
5. How does housekeeping work?
Since housekeeping and maintenance of the condo are such an integral part of the guest experience, we devote substantial management time to quality control. We perform inspections by trained supervisors to ensure that the quality of cleaning and condo presentation meet our service level standards. For our Rental Guests, daily housekeeping, as well as a linen and towel change is provided. MHM pays for all housekeeping costs and services, including all laundry, guest supplies and amenities, as well as labor for our rental guests.
6. How does maintenance work?
MHM is responsible for routine maintenance (see maintenance services (A)) and repairs of the condominiums including an annual preventative inspection. The Owner is responsible for all non-routine maintenance and repairs (see maintenance services (B)) of the condo. Quick and efficient response to your condo's maintenance needs is a major objective of ours. MHM maintains an inventory of commonly used repair items and tools on the property. Maintenance personnel are radio dispatched for quick service to you and the Rental Guests.
7. How are damage, breakage and theft treated in the condo?
In the event of damage, breakage or theft by Rental Guests, the agent shall take reasonable steps to see that the Rental Guests are responsible to restore the damaged, broken or stolen item/s as necessary, in a timely manner. Content insurance is highly recommended by the Owner.
8. What is covered in the Home Owner's Association (HOA) fees?
The rental Management Company has absolutely no control over the HOA. The HOA is governed by a separate Agreement between a Property Manager (not Rental Manager) and the HOA. The annual budget and levels of service are decided on by the HOA at regular and annual meetings. All homeowners are responsible to pay their fees, which represent the overall costs of operating and maintaining the building, whether they are participating in a rental program or not. HOA fees should cover all electricity, propane, water, sewer, cable television, landscaping, garbage removal, snow removal, pool and jacuzzi maintenance, elevator maintenance, reserve fund, administrative (legal, accounting, Management) insurance, common area utilities, and common area property taxes. A detailed account and list of these items can be found in your CC&R documents.
9. Is there other coverage the Owner may need?
For your condo, one million liability insurance is required and contents insurance is strongly recommended. In the Rental Agreement, there are specific instructions and minimum amounts described.
10. How do we decide which condo gets rented first?
When a Rental Guest calls and requests a particular size, location, feature, view or type of condo, we will do everything possible to fulfill our guest's needs as best as we can. When a guest calls and has no particular request, our sophisticated property management system, Visual 1, distributes rentals on a fair and equitable basis, making sure that all units are rented equally while taking into consideration Owner and Owner Guest use.
11. Can we make our condo a non-smoking unit?
Each Owner has the right to designate their condo as a "smoking" or "non-smoking" condo. On the last page of your Rental Agency Agreement, you will find the section where you will indicate your choice.
12. Can we add personal items to the decor of the condo?
MHM allows Owners to add personal items/touches to condos. Any additional items or amenities added to a Condo is done so at the Owner's risk. MHM does not keep an inventory of any additional items or amenities added to a condo, therefore we cannot guarantee the security of these items nor do we have a way of knowing if a guest has broken, damaged or stolen any additional items put in the condo by the Owner. Again, contents insurance is highly recommended.
13. Can we bring pets into our condo?
Per the Village Lodge CC+R's, Owners can bring one pet into their condo. Pets are not allowed in common areas (pool, jacuzzis, fitness rooms, game room, etc.) A pet cleaning fee may be added to your departure clean fee to reflect special cleaning required after your departure.
Terms and Definitions:
- Mammoth Hospitality Management, LLC (MHM):
The owner and operator of the Front Desk offering on-site rental management services.
- Property Management:
The company contracted by the Board of Directors to operate and maintain the common areas, pool and jacuzzi's of each property.
- Owner Agent:
Any person allowed to obtain keys and access to a condo on an on-going basis. The owner must provide written documentation to MHM of said person. For example: contractors (for a determined amount of time), real estate agents, outside rental management companies, etc.
- Owner Guest:
Any non-paying guest of an owner using the owner's unit including family members.
- Owner Relation Representatives:
The primary contact person for all owner inquiries. This includes reservations, property management, and rental management. An owner representative is available seven days a week at 866-8-VILLAGE. They can also be reached by e-mail: firstname.lastname@example.org.
Juniper Springs Resort Owner Relations
Becky Bonich - Owner Relations Manager
Office: 760-934-1102 x2412
Email: Becky Bonich
The Village Lodge Owner Relations
Dawn Pilsl - Owner Relations Manager
Toll Free: 866-8-VILLAGE
Email: Dawn Pilsl
A reservation has been made when the owner has contacted an owner representative and made a reservation, which then books (reserves) their condo in the computer system for a specified amount of time.
Front Desk Services:
Owners who participate in the MHM Rental Management Agency Program may use the Mammoth Hospitality Management (MHM) Front Desk for owner guest check-in and check-out. This service is not available however, to owners who are renting their unit to guests through another Rental Management Agency or acting as their own Rental Agency for that particular rental stay. Owner Guests may use the Front Desk and Concierge services provided. Upon guest arrival, MHM will issue keys and parking permit, and verify any guest information with a photo ID. Other special services will require a credit card imprint at check-in. MHM will ensure guests receive a Mammoth welcome complete with maps, directions, and bell service.
You must notify an Owner Relations Representative when making reservations for Owner Guests. The Owner Relations Representative should be notified at least 48 hours in advance and be provided with all guest information needed, including address and phone number.
Phone and Switchboard Services:
The hotel phone system is owned and operated by MHM, which includes responsibility for payment of all charges to the phone company. MHM is charged for all calls including local access. The system is tied directly to the Font Desk rental management system and all phone access to units is in conjunction with checked-in reservations. Telephone service will only be provided through the hotel switchboard for owners actively under contract with MHM rental program. Owners who are not contracted with MHM may choose to set up a personal direct dial phone with the local telephone company, Verizon. Owners with private phone lines are requested to provide MHM with the phone number for safety and security reasons.
MHM will provide housekeeping services to all homeowners and Owner Guests. Please refer to "Schedule B" of your MHM Rental Agreement for details. Housekeeping services require a reservation and at least 48 hours notice. All fees will be charged to your owner account unless otherwise stated.
Juniper Springs, Sunstone, Eagle Run - Upon request, keys will be provided to owners at no charge for personal use. Keys may be picked up in person at the Front Desk. Reservations are recommended for owners not participating in the MHM rental program to ensure the keys are ready upon arrival. Keys may be mailed to Owners or Owner Agents if requested. Owner Guests must provide 48 hours notice and a picture ID at check-in to receive keys at the Front Desk. Owners may provide a list of Owner Agents and Guests who are entitled to unlimited access to a unit and Front Desk key pick-up without a reservation. All other Owner Guests will need a reservation to be issued keys from the Front Desk. Front Desk check-in services and key distribution services at the Front Desk are not available however, to owners who are renting their unit to guests through another Rental Management Agency or acting as their own Rental Agency for that particular rental stay.
The Village at Mammoth - MHM rental owners must check in at the Front Desk and are issued new keys upon arrival. Owners not with our program are given 10 keys per year, which can be replaced after 6 months if requested. Additional keys are available for a service fee. Private owner keys are issued through Owner Relations and cannot be obtained from the Front Desk.
Maintenance will respond to emergency calls in all units. This includes, but is not limited to: water leaks, power outages, gas leaks, or any event impacting the safety or function of the unit, other units, or the facility. Owners participating in the rental program will receive routine maintenance as outlined in the Rental Agreement.
Special project requests will be considered as staffing and workload will allow. Parts will be charged to the owner at cost including any shipping and delivery fees. A fee of $50 per hour will be charged for labor. Large projects will be evaluated and committed to on an individual basis. Estimates on jobs will be provided upon request to the owners before the work starts. Please initiate all project requests through an owner relation representative. Acceptance and completion of project bids will depend on manpower, occupancy, worker skill, etc. MHM will be happy to provide a list of outside licensed contractors for services if needed.