What is Casago’s Owner-Centric model?
Simply – the Owner of the property is our number one priority! It is a Casago Core Value, and it is the responsibility of each and every employee. The Casago team is the advocate for the owner. Every decision is based on what is best for the property owner. It is part of the Casago culture, and an ‘owner-centric’ value is reiterated in every training class.
The goal of our “Owner-Centric” model is to give every owner peace of mind that their property is being expertly managed to eliminate stress. Casago does not want any of our owners to experience an ‘RPM-type event’ to ever occur to them.
“Owner-Centric” is also full transparency. The Casago technology makes sure to notify an owner of every reservation or cancellation. Owners are notified of anything broken or that requires repair before the work is completed. And the owner statements carry a ‘no-surprise’ guarantee, meaning the owner approves the work before it is completed. No Surprise Statements!
How ‘Owner-Centric’ is Real to Owners
Many of the condominium owners in Rocky Point live in the US and do not speak Spanish. Some are brand-new owners with no experience in the vacation rental business. When something goes wrong, like an Air Conditioner going out in the middle of the busy season, the owners don’t have the luxury to drive down to Rocky Point to deal with the issue. And even if they did, since they don’t speak Spanish or know the service providers, they could be in a bind.
At one point, Mr. Johnson was in this very situation. He lived in the US and was new to vacation rental property ownership. The A/C on his condo went out right in the middle of the busy season, with guests scheduled to arrive to rent his condo. He was notified by Marco of the Casago staff that his A/C was out and needed to be replaced. But instead of leaving it to Mr. Johnson to resolve, Marco had already secured three quotes from reliable and trusted A/C providers. He sent them to Mr. Johnson via email, so when Marco called, the quotes were ready for his review and selection.
Marco and the Casago team cared for the owner with support of the required service. They cared for the renter by securing another condominium so their trip was not interrupted, and eased the stress of both parties by handling the transaction and repairs, and prevented a trip down for the owner.
A homeowner never wants to receive a phone call with bad news. However, because communication from Casago is always open and honest, desiring the best for the owner, their transparency and open communication are key to building a great relationship.
And ‘Owner-Centric’ is Real for Guests Too
Owners of vacation rental homes know maintenance is required, and sometimes the only way to find out something serious is wrong is to experience it.
In another example, there had been a small, unnoticeable leak under the master bath for some time in a condominium at the Princesa complex in Rocky Point. Over time, this leak caused the ceiling in the condominium beneath it to weaken. Unfortunately, the ceiling came down on a guest while she was showering in the unit below. Not only did it cause damage to that unit, but the woman was hurt and dislocated her shoulder.
The Casago team at the Princesa sprang into action and got the woman the medical help she needed. They also handled the insurance claim and repaired the damage to the unit below and the unit with the leak that caused the ceiling to collapse. Damages happen, but most importantly is the help the guest received with the medical help she needed.
