IMAGE: David & Hilary Harris – Talking Travel
David Harris was a disability care worker for 22 years before he and his wife Hilary created Aussie Chillout in 2018, owning and managing seven private accommodation rental/holiday properties across NSW, QLD and WA. Aussie Chillout is offering travel agents 5% commission on all bookings – check the website for availability.
What sector of the travel and tourism industry are you engaged in?
My wife Hilary and I own and manage seven short term holiday rental properties around Australia. It makes life interesting when dealing with three different states (NSW, QLD and WA) and six different councils with legislation and COVID-19.
Pether Cottage – Talbingo NSW (north west gateway to Kosciusko National Park)
Coal d’ Vine Cottage – Cessnock NSW (gateway to the Hunter Valley vineyards)
Coal d’ Vine VIEW – Cessnock NSW (gateway to the Hunter Valley vineyards)
Condo 105 @ Horizons Golf Resort – Salamander Bay NSW (Port Stephens)
Manilla Cottage – Manilla NSW (near Tamworth)
Growder Court 3 – Coolum Beach QLD (Sunshine Coast)
Midland Haven – Midland WA (30 minutes from Perth)
I have been approached by others to manage their properties as a Short Term Rental (STR) but I don’t want to become a slave to a business and be responsible for other people’s properties, and we value our work/life balance and enjoy family time.
On a daily basis, as an owner/property manager, I check bookings, follow up on emails, SMS and OTA messages from guests. Also reconciliation of bank accounts in Xero. SMS to cleaners re: bookings. Arrange repairs and maintenance as required. I might do improvements on website, SEO, blogs, social media, digital marketing and FaceBook advertising. There is always something to do to improve Aussie Chillout.
If I am doing a road trip, I’ll check the properties and replace items in kitchen, arrange for trades person or handyman re: repairs and maintenance, buy furniture etc.
What do you enjoy most about your profession?
I love having my own business and being my own boss and making my own hours around my life. This is freedom to me. In many businesses you become a slave to a geographical location, such as, a shop or factory. I can do business while travelling and holidaying. All I need is a mobile phone, computer, iPad, internet and WiFi. It is flexible. A lot of processes are automated i.e. instant booking and automated emails/SMS. It has meant that I can travel overseas to places like South Africa, Canada, USA and cruise ships and still do business. That is what I enjoy.
How has the COVID-19 pandemic affected your business/businesses?
The biggest impact of COVID-19 was the cancellations, refunds of $5,700 plus, credit vouchers for future bookings and lack of income from March to May 2020. I had to take the drastic step of ringing three mortgage institutions and not making weekly mortgage payments. Other than that, I have been able to pay all other bills.
International travellers and non-essential travellers in Australia cancelled bookings. It meant I could only do essential travellers: workers, students, international visitors trapped in Australia, interstate travellers trapped, compassionate reasons. It meant that I had to think outside the box and market differently for social distance stays of one and two weeks to gain essential stays. We had to drop prices but this meant getting bookings where individuals did not state truth of reason for stay and I ended up having to deal with police a few times from neighbours dobbing in essential travellers. The police were very understanding. Since the 1 June 2020 bookings are coming back. Great news!
What are the biggest challenges for you in your profession?
One of the biggest challenges is Online Travel Agents, such as: Airbnb, HomeAway, Expedia Group and Booking.com. They have been very controlling and they make up their own cancellation policies which favour themselves and guests. OTAs don’t respect the cancellation policies of owners, hosts and property managers. OTAs have suffered under COVID-19 and have had to lay off workers. Maybe they might have more respect for owners. If they did not have owners they would not have a business where they can offer STR accommodation to guests.
I am based on the Gold Coast. So I manage the properties from afar and I have to trust the cleaners to manage my properties locally. Sometimes this is challenging and I have had to make some tough decisions.
Budget can be challenging, and prioritising capital improvements, such as, new bathrooms, kitchens, furniture and replacing carpet with vinyl planks. Also attending to repairs and maintenance.
Disrespectful guests are a pain sometimes. Plus checking out the competition and marketing properties at a competitive rate.
What do you think are the biggest immediate challenges the industry faces?
State Government legislation rolling out will be the biggest game changer. It means that the short-term rental accommodation sector will become more professional. So registering and implementing the legislation will change the industry.
Owner hosts who have not been professional in their approach may fall by the wayside and decide not to register. Owner/managers who are professional will thrive, as there won’t be a flood of accommodation on the market.
COVID-19 will have a huge impact on the travel industry. In the short-term, Aussies will be chilling out in Australia locally as international travel to Australia will be restricted until they find a vaccine. Aussies who have made plans to travel overseas or take cruises have changed their plans to travel in Australia. Some states have border restrictions which need to be lifted to encourage tourism and travel again in Australia.
Qantas and Jetstar will be gradually bring back in flights which will make it easier to travel and stay in short term rental accommodation in Australia. Hopefully, before the end of the year, travel will resume between Australia and New Zealand as we get COVID-19 under control. But we don’t want to open up international travel if it means it is not safe for Australian citizens. Otherwise travel and tourism will go backwards again.
Guest confidence in safety and cleanliness of properties and booking again with confidence considering transport, such as, plane flights.
What do you think will be the biggest game changer in the travel industry in the next 12 months?
Online Travel Agents (OTAs) have been hugely impacted by COVID-19 so they will have to reassess their business model. Maybe owners and property managers will be more respected. Also owners, hosts and property managers will have to make adjustments over the next 12 months.
Personally the thing that I want to change in the next 12 months is to be less reliant on OTAs. I want to learn and improve website, SEO, digital marketing, and social media. The last 12 months I have had 11.21 % direct bookings (phone, SMS, email and website). In the next 12 months I would like to see 30.00 % in direct bookings. To me that will be a game changer.
What are some of the drawcards of the Aussie Chillout locations?
· Talbingo NSW: one of the most picturesque villages in Australia. Blowering, Jounama and Talbingo Dams are nearby. Two dams you can boat and fish. Great water in creeks and waterfalls and challenging bush walks through Kosciusko National Park and Bargo State Forest. Interesting towns in surrounding areas plus Yarrangobilly Caves.
· Cessnock NSW: gateway to the Hunter Valley and the 2nd largest vineyards in Australia (Pokolbin and Lovedale). Hunter Valley Gardens, Hunter Valley Zoo, joy flights, hot air ballooning, wine tasting, cheese, olives, chocolate, restaurants, cafes and intriguing shops. Antiques, art and specialty shops. Day trips to Newcastle, Maitland, Wollombi and Port Stephens, less than 2 hours’ north drive from Sydney.
· Salamander Bay NSW: centrally located in the Port Stephens peninsula. Lots of surf and bay beaches, swimming, boating, scuba diving, golf, dolphin and whale watching. Spectacular views from Tomaree National Park. Plenty to see and do, markets, restaurants and cafes.
· Manilla NSW: regional town near Tamworth NSW. Country music festival, Namoi and Peel River join at Manilla. Great for swimming, fishing and white-water drifting. Paragliding and gliders, Lake Keepit and Split Rock Reservoir. Interesting day trips and hikes through national parks and state forests.
· Coolum Beach QLD: Sunshine Coast. 15-minute drive from Noosa and Maroochydore. Beaches galore. Learn to surf or go on boat ride. Shopping, restaurants and cafes, Ginger Factory and Bli Bli water park. Easy drive for travelling from Brisbane and Gold Coast.
· Midland WA: (near Perth). Centrally located and an easy 30-minute drive or train trip from Perth. 250m from shops, restaurants and cafes. Ideal hospital stay with loved ones receiving treatment at Midland Hospital. Perth Hills, historic Guilford and Swan Valley Wineries are places to visit. Lots of day trips north and south of Perth. Go see an Aussie Rules game post COVID-19.
If you could travel anywhere within Australia, what would that holiday look like for you?
Hilary and I would love to visit places like the Kimberleys and Uluru. Of all of our seven properties my two favourites are Talbingo NSW and Coolum Beach QLD. Talbingo NSW: I love nature and walking and exploring Kosciusko National Park. Jounama Creek, waterfalls and Yarrangobilly Caves are some of my favourite places. Coolum Beach QLD on the Sunshine Coast – I love to go to the beach, walk through Noosa National Park and climb Mount Coolum. The restaurants and cafes are fantastic. Noosa is an easy 15-minute drive away.
