Rental Pool Survey Results

19 Mar 2011
 

Survey Results

1. Number of Responses: 19

2. Representing: 5 1 bedroom units

4 1.5 bedroom units

10 2 bedroom units

1 Villa

3. Time in rental pool: Most of those responding have been in the rental pool for four to

five years.

4. As to the number of rentals generated by Dolphin:

Very Satisfied = 0 Satisfied = 7 Neutral = 8 Dissatisfied = 4 Very Dissatisfied = 0

Comments:

--Due to economic situation and misinformation, number of rentals is better than at

other resorts.

--I think they get their fair share of renters.

--Owners in the rental pool at other resorts have reported 1/10 of the revenue we had
had this past year.

--Loren is doing a great job.

--Rentals were excellent the first few years. Dolphin cannot control the drop in rentals
due to media and economy troubles.

--Would like more rentals, but understand impact of economy, publicity and effect of
mandatory passports.

--I have not had any rentals for over 2 months. Have noticed, however, that Loren’s
unit was booked all but 5 to 10 days in December.

--I am unhappy with the number of rentals, but do not believe Dolphin is at fault.

5. As to daily rental rate charged by Dolphin:

Very Satisfied = 2 Satisfied = 5 Neutral = 9 Dissatisfied = 3 Very Dissatisfied = 0

Comments:

--You can only get the rate renters are willing to pay.

--If you want rentals, you have to be the best on the block. I think if they raise rates
now, rentals will decrease. Let’s try 2011 and see how it works.

--Competition and economy has forced rates down.

--Dolphin must stay competitive and offer special to keep rental in the resort.

--No particularly happy with rental rates for back tower.

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--With maintenance, dues, management fees, repairs and wear and tear, rates are
inadequate. Also, bargain basement rates draw lover level clientele.

--Rates are same for both peak and off peak. Would be nice to set rates according to
season.

--I’m not happy with rates, but this is not Dolphin’s fault.

--We do not agree with lowering the rates for this season. We are already one of the
lowest priced condo resorts of Sandy Beach. We don’t want to be the lowest.

6. As to the percentage charged by Dolphin for its services:

Very Satisfied = 0 Satisfied = 6 Neutral = 9 Dissatisfied = 4 Very Dissatisfied = 1

Comments:

--Preferred the initial 30%

--They are trying to cover their losses on the backs of their clients.

--Since they use my washer/dryer and electricity, should be 30% as it was. Other
resorts do not charge for internet.

--No discussion when they increased rates. They just did it.

--While other management companies on Sandy Beach charge the same percentage,
they provide free internet and cable, linen exchange and bill paying services. They also
launder linens off-site, not in the unit, which adds to the owners’ costs.

7. As to communication with Dolphin management:

Very Satisfied = 1 Satisfied = 3 Neutral = 4 Dissatisfied = 7 Very Dissatisfied =3

Comments:

--America seems helpful

--Sometime they are hard to get a hold of.

--Lack of communication regarding maintenance issues.

--Repairs and suggestions don’t happen unless you stay on them.

--When I approached Jerry Little about missing items, he grew very nasty and told me the
Mexican authorities would put me in jail for saying that his maids were robbing me blind.
Missing sheet sets, switched with old threadbare sets, blankets gone, numerous towels gone,
even a floor lamp—all without anyone informing me. Someone traded my dishwasher for an
old one that didn’t work.

--The is not communication regarding issues with the condo. No notice of
broken/damaged/missing items. Response to e-mails, if there is a response at all, do not
address the concern or provide answers to question.

--Very poor customer service regarding communication.

--Whenever we try to e-mail or make a phone call to Dolphin, there is no reply.
Communication is very poor.

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--We replaced our water heater at the request of the HOA only to learn weeks later that
Dolphin had replaced it 2 weeks earlier. No communication whatsoever regarding this
emergency repair; a $700 fiasco.

--E-mails are rarely answered.

--E-mails are not answered in a timely manner. Phone calls are never returned. Charges
on monthly statement are not explained. We feel like we just get the “run-around.”

8. As to communication with Dolphin staff:

Very Satisfied = 3 Satisfied = 7 Neutral = 4 Dissatisfied = 3 Very Dissatisfied =2

Comments:

--The staff has always helped when I had a concern and never ignored my e-mails or
phone calls.

--The people at the front desk try to be helpful.

--America makes promises that she never follows through with.

--Sometimes they are hard to get a hold of.

--Loren good, America so-so. I don’t want anything to do with Jerry.

--Front desk personnel try their best. Training is lacking. American does not know
what is happening in the unit and unable to explain or answer inquiries.

--Major problem with on-site staff is time of response and failure to address issues.

--When we ask if work is completed or what was done, we don’t get any answers.

--Nothing changes even after speaking with staff.

--E-mails and phone call not answered. We need to be informed when something
needs to be repaired.

9. As to Dolphin’s handling of problems, complaints and/or suggests when brought
to its attention:

Very Satisfied = 1 Satisfied = 1 Neutral = 6 Dissatisfied = 8 Very Dissatisfied = 3

Comments:

--Dolphin very helpful after hot water heater above burst and flooded condo. Dolphin
informed us plus sent pictures. Damage was repaired within two weeks. Osvaldo was
extremely helpful.

--Most of the time I am satisfied. There have been times when communication could
have been better.

--Front desk is good. America is questionable at time. Loran is helpful.

--No followup when items are stolen or missing.

--We are very dissatisfied with them checking our unit between rentals and notifying us
when things are missing or broken.

--Complaints are never followed through on.

--Issues not resolved or understandable answers given.

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--America told me that the missing silverware was removed due to wear and tear. How
is there wear and tear on silverware?

--We have begged for communication during the past year. Nothing changed. Jerry is
quick to blame it on America. No one takes ownership of the issue.

--When we try to find out if problems have been corrected, we never get answers.

After several e-mails, etc., we just give up.

--Complaints are ignored or excuses made to justify the problem. Services are not
provided in accordance with the contract.

10. As to the maid services provided by Dolphin:

Very Satisfied = 1 Satisfied = 4 Neutral = 8 Dissatisfied = 5 Very Dissatisfied = 1

Comments:

--We have had some very bad situation with the house being dirty and improperly set
up for rentals. After conversation with America, she had one maid fired and supposedly has
someone overseeing the property before renters come in.

--I inspect my condo all the time and it looks ready to rent all the time.

--The place looks nice; just wish my stuff stayed there.

--Has been better lately. They have been doing inventory, but even that is not accurate.
There is no check-out process to ensure renters are being held responsible for missing or
broken items.

--Have had items stolen on 2 different occasions when the only persons with access
would have been cleaning staff.

--Linen is missing and we are held responsible. No one is recording mission or
damaged items following rental.

--Nice cleaning job, but they need to make sure nothing is missing when people leave.
We are missing many things every time we go.

--Check out inspection appear to be non-existent. No reporting of thefts, damage or
collecting of costs from tenants. Cleaning services are average.

--I have shown up on more than one occasion when my unit was not clean. I’ve had to
clean it myself.

--The unit is never cleaned like I would want it when I arrive, so I’m sure it is the same
or less when guests arrive. The bed clothes and towels are always missing or a mess. I do not
get any communication that things need to be replaced. No one wants to pay $200 and have
worn or missing sheets, holes in towels, etc.

--The cleaning services are good, but things are missing a lot.

--It is my understanding that sometimes the units are not cleaned for days after
rentals—wet towels, garbage, dirty dishes. There appears to be no supervision of the maids.

--Top of TV cabinet never dusted, fans left with visible dust, garbage left in unit for
days. If we want to be a 4 star resort, let’s start with 4 star cleanliness.

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11. As to maintenance work provided by Dolphin within the unit:

Very Satisfied = 0 Satisfied = 5 Neutral = 8 Dissatisfied = 6 Very Dissatisfied = 0

Comments:

--I feel like I have had maintenance done that was not needed, usually in the slow time.
I have also asked for prior consent before work and this never happens.

--We are promised that things will be repaired and then it does not get done. when we
try to find out about the repairs, we don’t get answers.

--I got charged for a new water heater without my consent just because they said there
was a problem with a heater above. As far as I know, mine was not leading. My
microwave door broke well over a year ago and it has not been fixed although it was
reported. American then said the we would need a new microwave. I’m going to order the
part myself.

--Repairs are don without owners’ knowledge. Owners are charged at Dolphin’s
discretion. I find that this happen when rentals are slow.

--The HVAC maintenance charges are too high and it is not apparent that anything is
really done. Maintenance work in the units, however, have been timely and ok.

--We have gone through more light bulbs that we can count. We pay for monthly
service for the HVAC, but it is still not working when we visit.

--The contract says that repairs under $100 will be taken care of by Dolphin as needed.
Over $100, the owner will be notified. We have had a number of relatively minor issues
arise, but no repair was ever done by Dolphin in our absence.

12. As to the website, www.laspalmas.com:

Very Satisfied = 3 Satisfied = 9 Neutral = 5 Dissatisfied = 2 Very Dissatisfied = 0

Comments:

--The site needs more pictures because of the resort improvements. The site is very user
friendly.

--It does a good job of providing owners and guests with good reservation process. It
needs to be updated to list current events and activities.

--Not updated all the time. It took a month or more to update the restaurant info. Some of
the photos need to be updated.

--I needed changes to my unit comments and it took months. They still have not got it
right. The site is not timely.

--Information is outdated and very stale. Pictures still show light blue color scheme on
towers. They haven’t been that color for years.

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13. As to Dolphin’s overall marketing efforts:

Very Satisfied = 2 Satisfied = 8 Neutral = 6 Dissatisfied = 3 Very Dissatisfied = 0

Comments:

--Mexico advertising was a brilliant plan.

--Whatever they are doing is keeping our occupancy rates up during the high season, at
least. Bravo!

--Moving in the right direction.

--At this time, they are going beyond expectations.

--It appears that there has been a shit toward marketing to Mexican nationals. Very
concerned that we are attracting the Princessa type of clientele.

--We seldom see advertising in the Arizona market.

--The ads in the Arizona Republic have been gone for years.

--We don’t see much marketing.

14. As to your overall opinion of Dolphin and its services:

Very Satisfied = 0 Satisfied = 5 Neutral = 12 Dissatisfied = 2 Very Dissatisfied = 0

Comments:

--I have no problems with Dolphin and the staff. They are always ready to help. Having
an on-site company is an advantage. I would not use an outside company. Dolphin has made
an effort to encourage owners to maintain standards in their condos. Dolphin has now been
supplying towels at no extra charge to owners.

--They are trying the best they can in theis market. I think Loren does a great job.

--There is room for much improvement, specifically customer service and policing damage
to the units.

--Rental of units is overall as good as it can be. Maintenance should not provide income
just because rental income is slow for Dolphin. HVAC maintenance charges, internet fees and
increased percentages should be avoided to keep their clients happy.

--America is a nice person, but it seems that with her it is out of sight, out of mind. If the
owners want increased rentals, we have to have a top cabin resort The HOA needs to pick
things up.

--The bad things are balanced by the good things—but just barely. Communication and
follow-through must improve.

--Lack of communication is biggest downside.

--No communication, no standards.

--Problem is communication. They don’t respond to e-mails and we don’t get explanation
or receipts for work that was done.

--There is much room for improvement needed to justify the 5% increase in management
fees. Services are not provided according to the contract.

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15. Issues, comments and suggestions to bring to Dolphin’s attention.

a. Better tracking of units when rented and limiting wrist bands only to renters. We
should not allow day visitors to use the pool and grounds.

b. The biggest problems are items missing and not being adequately replaced. We had
just replaced batteries in the multiple controls in our condo and less that two months later, they
were all empty. Very high quality pillow and sheets have been replaced with far inferior stuff.
I would like to know why the renters are not being charged for larger missing/destroyed items.
On several occasions, the heat or the A/C has been on when not one had been there for a while.
Once it was like a sauna in the unit and it had been that way for a week. My electric bill is
extremely high.

c. Start advertising in the R.P. Times again. This paper can be picked up in many location
in Phoenix and Prescott. I think many people forget the name of the resort and our name can
be confused with Las Palomas.

d. During slow season, it would be good to get more aggressive with pricing.

e. A lot of their on-site management and staff are related to one family. This causes
problems. Some of the problems are because this is viewed as a closely held family asset.

f. Suggest they concentrate more on communication between America and unit owners.
This means that she needs to know how the units was left after each guest. There are supposed
to be check-out forms for the maid’s use. Also, how about a guest comment form in the
check-in packet. This could provide valuable information about the unit, Dolphin personnel
and the services they used.

g. More info like a monthly news letter to keep us up to date on what is going on as to the
rental front.

h. The beach needs to be dressed and cleaned daily. We need beach chair service during
the high season and some way to get chairs down there in the off-season. Every time a guard
walks the grounds, he needs to pick up trash and straighten pool furniture. The maids need a
check list.

i. I would like to see the HVAC maintenance handled by the HOA. Telephone and
nternet service is not satisfactory.

j. Dolphin needs to inform owners when something is broken or missing. I don’t even
bother asking if a guest has been charged for things. In the last five years, not one renter has been charged for broken items in my unit.

k. I want receipts, communication and work completed as promised.

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l. Better tracking of units when rented and limiting wrist bands only to renters. Don’t
allow day visitors to use the pool and grounds.

j. Unit inspections are not being done. Items broken and missing are never charge to the
renter. Owners are not being notified of items needing repair or replacement. Communication
with owners needs improvement. We need regular updates on unit. Problems are never
resolved. Anything missing or broken is deemed the “price of doing business,” and therefore
the owners’ responsibility. Management personnel often unavailable on weekends. We are
often told they are “out to lunch,” but they never return. Units need to be cleared of trash on
the day of check-out. Otherwise ants and roaches are attracted. Cancellations with less than
24 hour notice need to charged a fee. Owners are unable to use their own units when that
occurs.

s. We are often told they are “out to lunch,” but they never return. Units need to be cleared of trash on
the day of check-out. Otherwise ants and roaches are attracted. Cancellations with less than
24 hour notice need to charged a fee. Owners are unable to use their own units when that
occurs.


David A Frenznick