WEBVTT NOTE This file was generated by Descript 00:00:05.570 --> 00:00:08.760 Speaker: Welcome to Keynotes, a podcast just for Casago homeowners. 00:00:09.240 --> 00:00:12.220 This is where we explore how to get the most out of your relationship with 00:00:12.220 --> 00:00:16.630 Casago, learn tips and tricks on how to make more income with your property, 00:00:17.049 --> 00:00:19.999 and learn a little bit about the short term rental industry along the way. 00:00:20.699 --> 00:00:24.200 I've been a vacation rental nerd since my twenties, and the team has finally 00:00:24.200 --> 00:00:27.289 let me have this podcast so I can share everything I've learned with you. 00:00:27.930 --> 00:00:30.069 I'm your host, Steve Schwab, and this is Keynotes. 00:00:30.240 --> 00:00:30.509 Thanks for watching. 00:00:37.655 --> 00:00:38.525 Hey, welcome to Keynotes. 00:00:38.525 --> 00:00:39.364 I'm your host, Steve Schwab. 00:00:39.394 --> 00:00:41.514 Today, we're with Andrea and Cassandra from South Padre. 00:00:41.745 --> 00:00:42.444 Welcome to the show. 00:00:42.654 --> 00:00:44.374 Speaker 2: Thank you so much for having us, Steve. 00:00:44.394 --> 00:00:45.894 Yes, thank you for having us, Steve. 00:00:46.344 --> 00:00:49.714 Speaker: So, you guys started in the vacation rental industry 00:00:49.994 --> 00:00:51.484 well before you were with Casago. 00:00:51.494 --> 00:00:56.605 You guys have been doing a lot of interesting things to include accounting, 00:00:57.289 --> 00:01:00.389 And tech, property tech in the industry. 00:01:00.389 --> 00:01:01.719 Can you tell me a little bit about that? 00:01:02.440 --> 00:01:03.099 Speaker 2: Sure. 00:01:03.190 --> 00:01:06.580 So I started working for Streamline Vacation Rental 00:01:06.580 --> 00:01:08.310 Software about eight years ago. 00:01:08.669 --> 00:01:12.109 And that's where I started in the vacation rental industry. 00:01:12.179 --> 00:01:14.330 Currently the development manager there. 00:01:14.330 --> 00:01:17.210 So I oversee a lot of the new features, projects, and 00:01:17.210 --> 00:01:18.830 oversee that entire department. 00:01:19.340 --> 00:01:22.470 Um, so that was kind of my introduction, uh, into the industry 00:01:22.470 --> 00:01:24.720 before I started managing properties. 00:01:24.720 --> 00:01:25.230 Yeah. 00:01:25.250 --> 00:01:26.500 And how about 00:01:26.500 --> 00:01:27.333 Speaker 3: you, Cassandra? 00:01:27.333 --> 00:01:31.060 Before managing properties, I've always been in a manager position. 00:01:31.060 --> 00:01:33.230 I managed a wellness center for a few years. 00:01:33.760 --> 00:01:39.950 And then I decided that I wanted to join Andrea in onboarding within Streamline. 00:01:40.309 --> 00:01:40.469 Yeah. 00:01:40.549 --> 00:01:46.180 And that's how I got my start knowing the system and learning how to set up systems 00:01:46.180 --> 00:01:52.550 and just kind of give people a head start in learning how to Streamline works. 00:01:52.550 --> 00:01:52.850 And 00:01:53.309 --> 00:01:53.789 Speaker: off you went. 00:01:54.285 --> 00:01:55.085 Speaker 3: And off I went. 00:01:55.835 --> 00:01:59.005 Speaker 2: And then shortly after that she had her accounting company. 00:01:59.285 --> 00:01:59.505 Yeah. 00:01:59.535 --> 00:02:00.995 Versa Services, about 00:02:01.035 --> 00:02:01.825 Speaker 3: four years now? 00:02:02.034 --> 00:02:03.195 It's about four years now. 00:02:03.235 --> 00:02:03.615 Yep. 00:02:03.735 --> 00:02:04.204 Four years 00:02:04.205 --> 00:02:06.215 Speaker 2: she's had that, supporting streamlined clients 00:02:06.215 --> 00:02:07.205 in the accounting front. 00:02:07.364 --> 00:02:07.694 Speaker: Yeah. 00:02:07.795 --> 00:02:11.585 I mean it's kind of great because not only are you property managers here 00:02:11.585 --> 00:02:17.105 with Casaco, but you're also so well versed in so many different parts of the 00:02:17.115 --> 00:02:20.525 industry, whether it be tech, and all the different parts of tech you played, and. 00:02:21.080 --> 00:02:24.570 Accounting, which is one of the hardest things there is 00:02:24.570 --> 00:02:25.840 for a lot of property managers. 00:02:25.850 --> 00:02:30.920 So the internal talent set you guys have at South Padre is really special. 00:02:31.500 --> 00:02:33.640 Speaker 2: Yeah, I think it definitely sets us apart from 00:02:33.650 --> 00:02:35.099 probably most property managers. 00:02:35.100 --> 00:02:38.829 Um, we definitely have a different insight into property management 00:02:38.840 --> 00:02:39.960 on many different levels. 00:02:40.019 --> 00:02:40.199 On 00:02:40.200 --> 00:02:40.754 Speaker 3: all fronts. 00:02:42.734 --> 00:02:44.345 Speaker: So, tell me a little bit about your background. 00:02:44.355 --> 00:02:46.095 You guys are from New Mexico, like me. 00:02:46.405 --> 00:02:46.875 Yes. 00:02:46.924 --> 00:02:48.204 Andrew, we went to the same college. 00:02:48.265 --> 00:02:48.365 Speaker 2: Mm 00:02:48.814 --> 00:02:48.894 Speaker: hmm. 00:02:48.895 --> 00:02:48.934 Sure did. 00:02:48.934 --> 00:02:50.595 And, uh, you guys met there. 00:02:50.865 --> 00:02:50.945 We did. 00:02:50.945 --> 00:02:53.734 And you guys are partners not just in business, but also in life. 00:02:53.924 --> 00:02:57.545 Speaker 2: Yes, um, we have been partners for about 23 years now. 00:02:58.015 --> 00:03:01.204 We started in hospitality, working in restaurants, and 00:03:01.204 --> 00:03:03.255 actually, uh, many jobs together. 00:03:03.545 --> 00:03:06.405 We worked in quite a few restaurants together over the years, and, uh, 00:03:06.555 --> 00:03:09.915 I think that's really where we, you know, honed our skills and customer 00:03:09.915 --> 00:03:11.795 service and taking care of people. 00:03:12.305 --> 00:03:16.114 We did have a motorcycle gear and apparel shop for a couple years. 00:03:16.114 --> 00:03:19.075 We did that there, um, right outside Las Cruces, New Mexico. 00:03:19.814 --> 00:03:25.195 And then I got into property management for 55 plus communities. 00:03:25.660 --> 00:03:26.770 Speaker 3: Well, we moved to Phoenix. 00:03:26.880 --> 00:03:27.850 Yes, that, that's 00:03:27.850 --> 00:03:28.190 Speaker 2: That's when 00:03:28.190 --> 00:03:29.640 Speaker 3: we made our move to Phoenix. 00:03:30.010 --> 00:03:34.709 We actually moved because Andrea got a job out there and that was our 00:03:35.010 --> 00:03:40.200 first introduction to the vacation, I guess the vacation rental. 00:03:40.580 --> 00:03:42.499 Speaker 2: Yeah, there's a little bit of short term there, but 00:03:42.499 --> 00:03:43.919 it was some long term as well. 00:03:44.530 --> 00:03:48.580 From there, when I went to Streamline, Cassandra's Art Versus Services, 00:03:48.580 --> 00:03:52.640 and we started managing our own property in South Padre Island. 00:03:53.110 --> 00:03:54.670 Back in 2020. 00:03:55.100 --> 00:03:57.500 We moved out there and word of mouth. 00:03:57.540 --> 00:04:01.980 We just started managing one property after another Owners kept coming on 00:04:02.110 --> 00:04:03.670 until I got a call from you Steve 00:04:05.240 --> 00:04:07.230 Speaker: And off we went and that's actually my next question. 00:04:07.230 --> 00:04:08.380 So perfect segue. 00:04:08.740 --> 00:04:11.280 How'd you guys end up being part of the saga? 00:04:12.540 --> 00:04:15.560 Speaker 2: So of course, as you know, I was lucky enough to meet you in 00:04:15.590 --> 00:04:18.880 2017 at my first streamlined summit. 00:04:18.909 --> 00:04:22.320 So the streamlined annual conference, uh, Carlos introduced us. 00:04:22.810 --> 00:04:25.599 Um, so got to know you through all those years. 00:04:25.599 --> 00:04:28.310 And when you got wind, I was managing properties. 00:04:28.329 --> 00:04:30.770 You decided to, I guess, give me a call and see if I wanted 00:04:30.780 --> 00:04:31.909 to join the Casago family. 00:04:32.150 --> 00:04:32.440 Speaker: Yeah. 00:04:32.440 --> 00:04:34.580 And I'm really grateful you guys did. 00:04:34.970 --> 00:04:37.800 What was one of the reasons that you guys decided that maybe Kasaka 00:04:37.810 --> 00:04:42.260 was a good choice for both you and your homeowners as you came over? 00:04:42.480 --> 00:04:45.250 Speaker 2: Sure, so I think when Cassandra and I got off that call 00:04:45.250 --> 00:04:47.300 with you, it took us about five minutes to make the decision. 00:04:48.660 --> 00:04:52.095 Because, you know, we're very familiar with, you know You, your leadership, 00:04:52.115 --> 00:04:54.335 your team, how knowledgeable they are. 00:04:54.795 --> 00:04:57.485 And really, we didn't want to try to figure it out on our own. 00:04:57.805 --> 00:04:59.385 You know, we knew that take a lot longer. 00:04:59.405 --> 00:05:02.224 I mean, it'd be a lot harder to grow and we knew you already had the 00:05:02.224 --> 00:05:05.544 processes in place and would already be there to guide us and mentor us. 00:05:05.545 --> 00:05:07.114 So it was, it was an easy decision. 00:05:07.794 --> 00:05:08.394 Speaker: That makes me happy. 00:05:09.140 --> 00:05:14.520 What are some of the philosophies you guys employ around making sure you take care 00:05:14.550 --> 00:05:19.319 of homeowners and guests to make sure that they find really great satisfaction in 00:05:19.319 --> 00:05:21.150 the property management that you offer? 00:05:22.859 --> 00:05:25.299 Speaker 2: It's really making them a priority. 00:05:25.399 --> 00:05:28.570 I mean, for guests, We try to treat them as if we were 00:05:28.570 --> 00:05:29.770 hosting our friends and family. 00:05:29.830 --> 00:05:31.580 Cassandra, she loves to host. 00:05:32.590 --> 00:05:34.690 Like my mother says, the hostess with the mostess. 00:05:34.690 --> 00:05:39.739 You know, so, it was very easy I think for that transition to do it professionally. 00:05:40.110 --> 00:05:42.419 She's really great at that and treating her guests. 00:05:42.650 --> 00:05:46.010 You know, like they are friends or family coming to visit and our owners, 00:05:46.010 --> 00:05:47.740 it's also really treat them like family. 00:05:47.750 --> 00:05:49.370 We're available after hours for them. 00:05:49.690 --> 00:05:52.459 We have owners that when they come down during the winter, we're 00:05:52.459 --> 00:05:53.690 going to breakfast with them. 00:05:54.089 --> 00:05:58.150 And it's really giving them that extra attention and having those 00:05:58.160 --> 00:05:59.730 close personal relationships. 00:05:59.920 --> 00:06:00.990 Speaker: Yeah, yeah. 00:06:01.629 --> 00:06:05.450 We have something inside of CASAGO called Owner Centric. 00:06:05.500 --> 00:06:08.530 And it's one of the principles that we always talk about inside of CASAGO. 00:06:09.169 --> 00:06:10.400 What does it mean to you guys? 00:06:10.980 --> 00:06:15.760 Speaker 3: Going above and beyond for your owners, making them feel like they're 00:06:15.760 --> 00:06:17.500 the biggest priority, which they are. 00:06:18.010 --> 00:06:23.789 And I guess one owner I could think of, it was a new owner that we 00:06:23.790 --> 00:06:26.340 acquired and she was recently widowed. 00:06:28.200 --> 00:06:31.370 Speaker 2: Yes, and this, uh, this owner was pretty lost. 00:06:31.799 --> 00:06:34.849 Never done short term rentals before, wanted to make some extra income. 00:06:35.179 --> 00:06:38.529 And she didn't even know about property insurance and property 00:06:38.530 --> 00:06:40.510 taxes and even where to go. 00:06:40.940 --> 00:06:45.710 So we really held her hand, gave her guidance, gave her contacts, and 00:06:45.710 --> 00:06:49.479 really did much more than what we just did as a property manager for her. 00:06:50.060 --> 00:06:53.400 And she is definitely extremely grateful for that. 00:06:53.885 --> 00:06:56.645 She'll text me in the evening sometimes, or at night, and we text 00:06:56.645 --> 00:07:00.135 back and forth, and, you know, like Cassandra said, going above and beyond, 00:07:00.145 --> 00:07:02.015 that really is being owner centric. 00:07:02.155 --> 00:07:02.455 Speaker: Yeah. 00:07:03.255 --> 00:07:07.534 You know, part of our Orange Credo talks about building a relationship 00:07:07.534 --> 00:07:08.925 that transcends business. 00:07:09.635 --> 00:07:14.085 And I think you guys just demonstrated that part of it specifically because 00:07:14.835 --> 00:07:19.184 ensuring that we're there for our homeowners, as you guys were in 00:07:19.415 --> 00:07:24.285 ways that aren't monetized, but because it's a relationship and it 00:07:24.285 --> 00:07:25.824 builds these relationships where. 00:07:26.539 --> 00:07:30.150 We get text messages that have nothing to do with a property. 00:07:30.159 --> 00:07:32.960 It's because we've built a relationship with these homeowners. 00:07:33.380 --> 00:07:33.659 Yeah. 00:07:33.679 --> 00:07:37.200 And, uh, I think it's germane to what we do at Pasago. 00:07:37.239 --> 00:07:39.539 You guys, you know, really show that. 00:07:40.119 --> 00:07:44.090 Speaker 2: And it's, uh, for, for us, I know I think I can speak for both of us. 00:07:44.090 --> 00:07:47.860 It's really fulfilling because relationships, I think in general, 00:07:47.860 --> 00:07:50.880 in our lives are very, very important in those connections. 00:07:50.980 --> 00:07:55.520 And so to have these connections with their owners and to help them, especially 00:07:55.520 --> 00:07:59.639 with their investments, you know, and, and to help them make that money and have 00:07:59.640 --> 00:08:05.160 that revenue and just kind of feel secure and confident, it is very fulfilling. 00:08:05.300 --> 00:08:05.660 Speaker: Yeah. 00:08:06.450 --> 00:08:09.160 I'm going to go a little bit off script here and ask you guys a 00:08:09.160 --> 00:08:11.770 question about something that I know is important to you all. 00:08:12.815 --> 00:08:17.034 Environmental issues are dear to your heart and we've had 00:08:17.034 --> 00:08:18.474 conversations about that before. 00:08:19.174 --> 00:08:22.784 Can you tell me a little bit about that and maybe some of the practices 00:08:22.784 --> 00:08:25.854 that you're doing to help the environment and maybe why that's 00:08:25.854 --> 00:08:27.385 important to homeowners as well? 00:08:27.679 --> 00:08:29.030 Speaker 2: Sure, absolutely. 00:08:29.770 --> 00:08:33.909 So there's, there's kind of two parts here, people who actually care 00:08:33.919 --> 00:08:35.520 about, you know, sustainability. 00:08:35.859 --> 00:08:40.099 There's practices we put in place, like we use bamboo toilet paper so that, you 00:08:40.099 --> 00:08:44.179 know, it's less trees that are cut down the same with our bamboo paper towels. 00:08:44.745 --> 00:08:49.005 Our shampoo, conditioner, body washes are post consumer recycled 00:08:49.005 --> 00:08:51.735 material, and they're the larger bottles that we keep refilling, so 00:08:51.745 --> 00:08:53.934 we don't use single plastic at all. 00:08:54.754 --> 00:08:59.775 We also try to promote Sea Turtle Inc., which is a non profit there in our area. 00:08:59.784 --> 00:09:02.204 It's one of the largest sea turtle rescues in the world. 00:09:02.675 --> 00:09:05.865 So we promote them on our website. 00:09:05.885 --> 00:09:09.145 We also give guests the option to donate directly to them. 00:09:09.685 --> 00:09:12.465 We push them to volunteer, maybe for Sea Turtle Inc. 00:09:13.095 --> 00:09:17.920 Now, Not only, of course, is this just good for society and sustainability 00:09:17.920 --> 00:09:22.380 for those purposes, but us being more sustainable can actually attract 00:09:22.660 --> 00:09:24.730 travelers where that's important to them. 00:09:24.780 --> 00:09:29.760 So it can actually increase occupancy and generate more revenue for our owners, 00:09:29.809 --> 00:09:31.829 just by offering that and marketing that. 00:09:32.249 --> 00:09:32.499 Speaker: Yeah. 00:09:33.310 --> 00:09:35.060 I mean, it's an entire draw. 00:09:35.290 --> 00:09:38.704 And I think there's even websites that are specific just to, um, 00:09:39.055 --> 00:09:40.585 Sustainable vacation homes. 00:09:40.775 --> 00:09:41.095 Right. 00:09:41.095 --> 00:09:42.645 Certainly our leaders in that. 00:09:42.695 --> 00:09:43.335 It's really cool. 00:09:43.335 --> 00:09:44.404 Yeah. 00:09:44.455 --> 00:09:48.824 . When it comes to how you're owner centric, how you've put them, you know, 00:09:48.824 --> 00:09:52.435 at the center of your decisions that really can show a homeowner like, hey, 00:09:53.055 --> 00:09:56.874 when you think about signing up with a property manager, think about Casago 00:09:56.895 --> 00:10:03.655 because this is how we embody the types of values, you know, business values that 00:10:03.655 --> 00:10:06.445 you would want to be part of, you know, a company that you want to be part of. 00:10:06.875 --> 00:10:07.775 Speaker 2: You know, for some. 00:10:08.360 --> 00:10:11.510 They have the money, you know, for onboarding they have, but others don't. 00:10:11.530 --> 00:10:15.370 So what we've decided to do is do professional photos 00:10:15.370 --> 00:10:16.590 at no cost to the owner. 00:10:16.990 --> 00:10:20.049 And all we ask is that they commit to us for at least 90 days. 00:10:20.129 --> 00:10:20.419 Yeah. 00:10:20.460 --> 00:10:22.389 Let it, let us get some bookings in for them. 00:10:22.730 --> 00:10:25.279 And we really try to lower those onboarding costs for them. 00:10:25.655 --> 00:10:29.485 Because for some, you know, this is an investment for them, and I know they just, 00:10:29.495 --> 00:10:33.025 they need that revenue coming in, and they don't need a lot of upfront cost. 00:10:33.475 --> 00:10:35.925 So that's something we try to do for all of our owners. 00:10:35.965 --> 00:10:38.034 There's sometimes minor maintenance jobs, too. 00:10:38.085 --> 00:10:40.854 We don't even pass on to them if it's something my team can do quickly. 00:10:41.285 --> 00:10:42.055 We're just gonna do it. 00:10:42.065 --> 00:10:44.004 We're not gonna charge them for every minute we're in there. 00:10:44.074 --> 00:10:44.384 Speaker: Yeah. 00:10:45.265 --> 00:10:48.845 You guys are so kind hearted and it comes out both in your personal lives and 00:10:48.845 --> 00:10:51.415 your professional lives and it's always such a pleasure being around you guys. 00:10:52.535 --> 00:10:55.734 If a homeowner wants to get ahold of you to find out more 00:10:55.735 --> 00:10:56.855 information, how would they do 00:10:56.855 --> 00:10:58.324 Speaker 2: that? 00:10:58.325 --> 00:10:59.335 So there's a couple ways. 00:10:59.384 --> 00:11:03.425 Of course, they can email us at info at destinationpadre. 00:11:03.645 --> 00:11:11.675 com or they can just give us a call directly at 956 410 2234. 00:11:11.915 --> 00:11:12.335 That's perfect. 00:11:12.335 --> 00:11:13.395 Speaker: All right guys. 00:11:13.435 --> 00:11:14.725 Well, thank you so much for coming on. 00:11:14.965 --> 00:11:17.525 Really appreciate y'all, and we'll talk to you soon. 00:11:17.945 --> 00:11:19.671 Speaker 2: Alright, thank you Steve. 00:11:19.671 --> 00:11:21.344 Thanks Steve.