Casago Help and FAQ

Yes, we have a team that manages bookings at our lovely condos, villas, beach houses and other unique properties.

We manage properties in some of the most beautiful settings The following are a few areas where you might find one of our vacation rentals.

• Cancun
• Cabo San Lucas
• Puerto Vallarta
• Playa Del Carmen
• Phoenix
• Santa Barbara
• Tucson

and many more.

We manage all the details of renting your property and keeping it ready for the next guest. As a vacation rental homeowner, you want to be assured that your property is in good hands. We handle everything, including writing the property listing, taking exciting photos of your home, marketing it effectively using cutting-edge technology, and coordinating guests and their stays.

Our professional housekeepers will keep the rental ready, and our vendors, such as pool service, groundskeepers, and sub-contractors will ensure that 24/7 support is provided for guests. We use only reputable vendors and tradesmen to ensure your peace of mind as well as that of the guests.

Yes, we are BBB A+ Rated and offer financial transparency to all our rental partners. With the use of our veteran team and prompt management, our mission is to provide the highest level of customer satisfaction.

When you partner with us, you are free to go in and out of the vacation rental program as you wish. We do ask that you give 30 days notice, however, if you choose to have your home unlisted. We can send you a copy of the agreement if you wish to look it over before signing.

Casago will collect any required taxes and put them into an owner escrow-type account; we will remit them for you. Since all reservations have taxes added to the rental price, and you will not need to send us funds to cover those taxes.

It is very easy to begin. First you meet with our General Manager for the market location. They will begin by collecting your information, making an inspection of your home, photographing the property and writing the property listing. We will shoot photos, create an exciting listing, and activate advertising through our cutting edge technology and marketing strategies. Within a few weeks, reservations should begin to come in, if the home is rental-ready.

Yes, we would be happy to. We know what a successful vacation rental is and can help with upgrades or rental permits or other facets of turning your home into a vacation rental. We want our partners to experience peace-of-mind when they work with us.

Yes, you will be providing furniture, appliances, dinnerware and cookware. We supply the linens for the beds as well as towels. We will also install a wireless internet router and everyday items such as batteries and light bulbs. We encourage you to have a well-decorated home, since renters want to relax amidst beautiful surroundings. The better-decorated home not only shows well but rents more easily.

That decision is up to you. We do charge our guests an additional non-refundable fee for up to 2 pets. This is added to the rent, and the majority goes to the homeowner. The fee is to ensure that the home is fully cleaned. Damage by the pet will be taken out of the deposit.

Just so you know: If the guest has a service animal and you do not allow pets, we are not permitted to prohibit that animal.

Our property management team can answer any other questions you might have. We want you to know that your investment property will be in good hands and that we are committed and dedicated to providing premier service for guests and property owners of vacation rentals alike. If you have more questions, feel free to contact us; we are here for you.

Guest screening is one of Casago’s top priorities. We implement a multi-layered process that combines technology-driven verification and manual oversight. Casago partners with Guest Ranger, an industry leading screening tool that performs ID verification, background checks, and payment authentication. If there are any concerns, our team reaches out directly to the potential guest to clarify any details. This greatly reduces the likelihood of disruptive stays and ensures that the guests staying in your home are responsible and respectful.

Casago believes that a prompt, professional, and empathetic approach towards guest concerns is the key to not only safeguarding your property’s reputation, but also to ensure a high quality stay on the guest’s end. We aim to respond to inquiries promptly and set clear expectations for resolution. Casago carefully reviews each situation, then once the issue is understood, proposes practical remedies. As the homeowner, we keep you informed, sharing the nature of any complaints and the actions taken. We then use feedback from these incidents to continually improve property standards and guest communications. This proactive approach allows us to reduce the likelihood of future complaints and preserve your property’s positive reputation.

Casago’s state of the art reservations software makes double booking and scheduling conflicts virtually non-existent. Our robust, cloud-based property management platform synchronizes availability and pricing across all booking channels in real time. Once a booking is confirmed, the software automatically blocks out those dates on every booking channel your property is listed at. On top of that, our reservations team continuously monitors incoming reservations, quickly addressing any anomalies or technical glitches that may occur. If something does occur, we resolve it promptly, keeping all parties informed.

Casago’s focus is on creating remarkable guest experiences from start to finish, which naturally inspires favorable reviews and high satisfaction ratings. This starts the moment a guest lays eyes on your listing. We ensure that property listings are accurate and as transparent as possible. This allows us to set clear expectations, reducing surprises and increasing satisfaction from the moment they check-in. Additionally, Casago employs a proactive communication system which provides the guest with useful information before, during, and after the stay. This system follows Casago’s 4 steps of hospitality, which has us stay accessible, which in turn, makes guests feel supported and valued. At the end of each guest stay, we then implement step #4 of the four steps, which tells us to always end with a fond farewell. We thank the guest for staying with us and also include a gentle prompt to leave a review on the original booking site. Additionally, we also promote an internal survey that helps us gather in-depth feedback which then helps us improve the guest experience with each stay.

In addition to comments left on reviews and internal surveys, Casago documents all pieces of guest feedback from every reservation your property has ever had. We track and categorize these to identify patterns, whether it’s repeated praise for certain aspects of your property or recurring suggestions for enhancements. Casago then shares relevant feedback with homeowners, ensuring you’re aware of guest sentiments. We then discuss potential improvements to continually refine the guest experience.

Our local boots on-the-ground teams are available around the clock. When guests report urgent issues, we respond immediately so homeowners don’t have to get involved. We understand that our homeowners might want to know what’s happening with their home. If an urgent situation arises, homeowners will be notified, but only after we’ve initiated the solution.

Yes, Casago partners with all major vacation rental platforms such as Airbnb, VRBO, Booking.com and others, depending on what makes sense for your location and target market. We review regional booking trends, traveler demographics, and platform popularity in your specific destination. Not every OTA or listing site performs equally well in every market, so Casago focuses on the channels with a proven track record locally. Our goal is to target the channels that will generate the best quality bookings, high occupancy rates, and satisfied guests.

No. Your privacy is one of our top priorities. Casago serves as the primary point of contact for guests throughout their stay. All communication is handled by our team. Your personal contact information is confidential.

We focus on delivering clear, helpful and timely information to guests leading up to their stay. The amount of messaging varies throughout our different destinations, however all guests can expect a booking confirmation as soon as their reservation gets confirmed and pre-arrival emails a few days/weeks before their check-in. Depending on the location, our guests may also receive local insights and tips on the area they are visiting.

Casago maintains open, responsive, and proactive communication throughout the stay to ensure remarkable guest experiences. Although messaging varies throughout our different destinations, most guests can expect to receive a welcome message intended to confirm that guests have successfully accessed the property and letting them know that our local team is available if they need anything.

Casago seeks to maintain a thoughtful, service oriented communication approach towards guests after they depart. This starts with a thank you email within 24 hours of their departure where we also take the opportunity to ask them for feedback via a review or survey response. Casago also maintains an open line of communication in case a guest realizes that they’ve left something behind. We facilitate returning misplaced items, ensuring a final positive interaction with the guest. Additionally, we may occasionally reach out later via guest retention efforts including messaging such as special offers or newsletters.

Yes! We maintain a dedicated local presence in each of our destinations. This means there are experienced property managers, maintenance staff, and guest services personnel located near your home. They are all familiar with your property’s specific features, local vendors and community standards. In the case a guest has an emergency, our local team can respond promptly and have a team member arrive on-site within a short time frame when necessary.

Yes. After a guest checks out our team will conduct a detailed inspection of your property. This inspection will ensure that the home was left in good condition and will check for any signs of damage, missing items, or other maintenance concerns. Team members will test appliances and other key amenities to ensure everything is in proper working order.

Yes. In addition to listing on external booking platforms, Casago also markets your property directly through Casago.com. Our site attracts travelers searching for vacation rentals in our various destinations. Direct bookings on Casago.com often come with fewer transaction fees for guests and can encourage return visitors to book direct, increasing our homeowners’ net revenue over time.

Yes. Like most professional management companies, Casago includes certain fees in the guest’s reservation cost. These vary throughout our different destinations. For an accurate list of fees that apply to guests staying in your home, we encourage you to contact your local Casago team.

Yes! Casago prides itself in maintaining transparent communication with homeowners. Once a reservation is confirmed, we send an automated notification containing the booking details. You’ll also have access to Casago’s owner portal where you can view all upcoming reservations in real time. This ensures you are never out of the look and can track your property’s booking activity at any given point in time.

Yes. Casago understands that cancellations can impact our homeowners planning and income, so our system automatically notifies you whenever a reservation is canceled. You’ll receive details about which dates were freed up and any relevant financial adjustments.

Yes. Casago implements various property protection programs that are designed to safeguard your home against accidental guest damage and limit your financial exposure. The specific program varies throughout our different destinations. For more information, we encourage you to contact your local Casago team.

We believe that revenue management is a team sport. We train our local teams from the ground up to be familiar with revenue management to provide feedback to our revenue managers. We also believe that the homeowner is part of this team and must be able to have feedback and conversations on strategy, pricing, and context to the overarching industry and market trends to achieve our homeowner’s revenue goals. Our property management system allows for a broad sharing of data to generate strategies that are in alignment with our homeowner’s goals for their property.

Typically, Casago revenue managers reside in-destination and are therefore knowledgeable about the unique nuances of your local market and are available to strategize. Not only will you have revenue management teams and analysts that will be able to meet with you or speak to you, but they also have access to dynamic data to help make tactical decisions on the ground. We believe that property management is best when the decision maker is as close to the property as possible.

Yes, Casago runs promotions and special deals based on demand. While we look to beat the average daily rate of the local competitive set in the market for each property during high season, we will focus on being competitive on a per property basis when supply outpaces demand.

Airbnb and VRBO are considered OTAs within the vacation rental industry. Consider them marketplaces that vacation rentals can advertise on to gain more exposure. We believe the best results for our homeowners is to diversify the demand generation between our own websites, marketing initiatives, and the use of OTAs and marketplaces to help build a multi-channel demand engine for each property.

The rate that we charge in each channel is usually the same, we have to take into consideration that each booking channel may charge a different commission or have different renter facing fees that we cannot account for. This may result in slightly different prices across channels that your home is marketed on.

Yes, your local property manager or franchise owner are experts in the vacation rental industry and can walk you through both internal and external factors to help generate demand and revenue for your property.

Yes, Casago deploys technology designed by data scientists in order to create the best balance of pricing demand for each individual property. It’s important to understand that these algorithms and artificial intelligence are driven by real humans monitoring the results on a daily basis. They have the ability to adjust these algorithms and customize on a per homeowner basis in order to meet the goals of our homeowners.

Casago uses dynamic pricing that is set off of a base rate and adjusts daily pricing based on demand. Some of the considerations taken into account are overall occupancy of properties that are considered competitive to your home, market occupancy, and comparative reservation pacing to previous years. We may also raise rates for high demand periods like holidays, sporting events, concerts, or other local attractions that would draw visitors to your local market. It’s also important to understand that Casago may change pricing for one type of property in a community and leave rates alone for a different type of property based on the demographics of the people that would be traveling for the specific time of year and/or event.

Your local property manager or revenue manager is happy to sit down and have a conversation with you on revenue management and how it affects your property. Casago also provides additional resources via our podcast at www.casago.com/keynotes

Casago may raise rates for high demand periods like holidays, sporting events, concerts, or other local attractions that would draw visitors to your local market. It’s also important to understand that Casago may change pricing for one type of property in a community and leave rates alone for a different type of property based on the demographics of the people that would be traveling for the specific time of year and/or event.

Yes. In most markets, this information is readily available in the Casago homeowner portal.

Yes. At Casago, the minimum rate that an owner or manager can set is called the floor rate. This is an artificial stop gap that our software has been built to customize the lower limit of revenue management algorithms.

While there are no restrictions it is important to understand that personal use of the property during busy times will negatively impact your annual income. Not all rental nights are rented equally, there are often many off-season nights that have a low probability of being occupied by guests. It’s important to try to manage your stays in accordance with your income goals of the property. We stand ready to assist you in managing your home.

Yes, however, consider that you originally decided to rent your vacation home because a) you want to offset the cost of your mortgage and upkeep and/or b) you want to make additional income. Renting to family and friends rarely does either of those, particularly if you are renting when demand is high and you could have been bringing in top dollar. Just as we recommend you not use your property during high demand times, we also strongly encourage you to not rent at a discount to friends and family as well.

Homeowner stays, especially during high demand times, creates what is called an opportunity loss in the short term rental industry. Often, Markets are highly seasonal and yearly revenue can be concentrated into a short period of time. Blocking these times through owner stays can create disproportionate loss of income for the entire year. It’s important to be aware of the true cost of each night that is blocked when staying at your property. We encourage owners to stay, use, and love their properties so they get the full enjoyment of their investment, but if your goal is income for your property, it is important to choose the proper time of year in order to maximize both income and enjoyment.

Yes. Commission to apply to all reservations, even if they were booked by the homeowner.

No. Casago homeowners do not need to pay a commission in order to stay at their property. However, in most of our markets, you may be responsible for the cleaning fee in order to ensure that your property is ready for occupancy.

Yes, Casago believes that revenue management is a team sport. We train our local teams from the ground up to be familiar with revenue management to provide feedback to our revenue managers.