Why You Shouldn't Use Your Cleaner as Your On-Island Contact in Hawaii

Did you know that if you own a rental property in Maui but don't live on island, you are legally required to have an On-Island Agent to act on your behalf in case of an emergency, natural disaster, or questions concerning your property? ​While it may be tempting to rely on someone convenient like your cleaner, there are several reasons why you should think twice before making them your On-Island Contact.

1. LACK OF AVAILABILITY

Your cleaner's primary job is to clean and maintain your vacation rental. Emergencies can happen at any time, day or night. Most cleaners work during specific hours and may not be available to assist you outside of their regular schedule. Will they be available in the middle of the night if there is a plumbing emergency? What about on Thanksgiving or Christmas? What happens when they go off island? Do they have someone who will cover them?

2. LACK OF CUSTOMER SKILLS

Your cleaner is probably great at cleaning but does she have the customer service skills guests expect when paying thousands of dollars for a Maui vacation? While your cleaner may know the ins and outs of your property, they may not possess the customer service skill guests expect. We have heard so many stories of cleaners being "annoyed" by guests when they had to help them with an issue with an owner's property. 

3. LACK OF KNOWLEDGE & RESOURCES

Property issues can range from simple things like replacing coffee makers to more urgent issues like Air Conditioning units breaking to serious emergencies like pipe bursts flooding a unit in the middle of the night.  These are common issues that need an appropriate response.  Your cleaner's skills and qualifications may not align with what is required in critical situations. For instance, they might not know how to shut off the water in a unit in order to prevent it from damaging not only the unit itself but the one below it as well. Do they know that most AC Companies are booked out at least two weeks in advance and that the ones that offer Emergency Service don't even advertise it? Who would they call and what would happen if they weren't able to find someone to come out? 

4. COMMUNICATION CHALLENGES

Effective communication is key when dealing with guest issues and emergencies. Depending on your cleaner for this vital role might lead to communication gaps, especially if they are not available or responsive at the moment you or a guest need them. 

5. POTENTIAL CONFLICTS OF INTEREST

Your cleaner's primary responsibility is cleaning your property. If a situation arises where their interests conflict with yours (e.g., damage to the property), it could create a conflict of interest that compromises their ability to act in your best interests as an on-island contact. 

6. DAMAGING REVIEWS

As an owner of a vacation rental, your reviews are the single most important thing that can make or break your business. A few bad reviews because your cleaner didn't respond quickly enough or was in a bad mood when she was called to assist a guest, can quickly turn into thousands of dollars in lost revenue. 

7. LIABILITY

Using your cleaner as an on-island contact comes with much larger risks than just bad reviews. Unlike a professional property manager, most cleaners do not carry any insurance. This means you may be held liable for any damages incurred if they failed to respond quickly enough. 

CONCLUSION

While your vacation rental cleaner can be a valuable resource for maintaining your property, relying on them as your on-island contact is not the wisest choice. Instead, consider appointing a dedicated On-Island Contact with local knowledge, professional expertise, and 24/7 availability to ensure your trip is safe, enjoyable, and hassle-free. By doing so, you can have peace of mind knowing that you have a trustworthy and capable person to be there when you can't.