This week on the Guest Cast, you’re in for a treat! We’re bringing you another batch of Aha Moments - this time, from a selection of carefully selected industry voices, collected at last week's Vacation Rental World Summit in Porto.  You'll hear from the likes of:  Antonio Bortolotti - The brain behind the VRWS event  Richard Vaughton from Rentivo Madison Rifkin from Mount  Manuel Lozano, Expo Renta Vacacional Greg Chuchra, from Tedee Smart Locks  David Jocoby from Hostfully  Dana Lubner from Rent Responsibly Roberto Bricio from Guesty  Raul Oliveira from Alep 

The Guest Cast

A collection of Aha Moments from our industry friends at VRWS 2022

Debbie begins her A-ha moment with an “Ahhhh!” moment, when clear communications from her accommodation would have come in really handy. In her own communications with her guests, Debbie strives for consistency and humanity. She recounts how regular messages, from the moment guests book, have helped her to build strong, trusting relationships with visitors. If you can remind guests that there’s an actual person at the end of every communication, you’ll welcome visitors who want to look after your property.

“Why communication and relationship building needs to be a priority” - Debbie Burney

This week, we’re delighted to share a rather special A-ha moment, direct from our CEO, Andy. Andy starts his A-ha moment by asking: When was the last time you surprised your guests? He discusses the how, while hosts are often brilliant at hospitality, the day to day operations can get in the way in the “surprise and delight” moments that guests love. Sharing his own experiences of being on the receiving end of this, he encourages you to put yourself in the position of a guest – and find those things that you know will make a big different to them. Find out more about Andy by connecting with him on LinkedIn.

“When Was The Last Time You Surprised Your Guests?” - Andy McNulty

It's time for yet another A-ha moment from an industry expert in the Vacation Rental sector.  And this week, we're delighted to have Bookster's Marketing Director, Kelly Odor sharing her fountain of knowledge.  Kelly's snappy, yet invaluable insights about data and how you can use it to better guest experience and improve your vacation rental business overall - is a must listen. We hope you enjoy!

"Take Time to Sit With Your Data - And Then Take Action" - Kelly Odor

In this episode, Andy and Tyann talk to the MD at Days out - Catherine Warrilow. In a conversation full of takeaways from Catherines travel story as well as her work in marketing - this is an episode packed full of lessons for hospitality professionals of all kinds. As well as recounting her holiday booking nightmare, Catherine also talks about how her experience in marketing has led her to approach things differently in order to get on her audience’s radar, and gives some invaluable tips for you to do the same.  From improving your trust signals, to asking the right questions, all the way to how you organise your content - there’s a lot to unpack in this episode.  Tyann also challenges you to get in touch with that one thing you’re doing differently to make your guests experience easier, better, or more positive. Join the conversation on Twitter and Linkedin. 

Trust Signals, Brand Purpose & Feedback that makes you improve with Catherine Warrilow

In this short, yet captivating story, Mark talks about a delicate situation he and his family found themselves in while hosting – and how they really went above and beyond to help look after some vulnerable guests. In his words, it’s a story that “sums up hospitality to a T”. If you haven’t heard about Boostly before, check them out here. For more direct booking wisdom, you can also follow Mark on Linkedin, Twitter & YouTube.   

“Go Above and Beyond & Good Things Come Back” – An Aha Moment from Mark Simpson

In this weeks episode, we talk to Cassie Yeldham, a Brit who has made a (part time!) home in Cuba.  While travelling to and from Cuba over the last few years, Cassie met her Cuban Cowboy husband. Now both located in the UK, Cassie and her Cowboy (also known as Ronnie offer various experience packages for tourists who want to really feel the magic of Cuba. Listen as Cassie talks about its unique tourism landscape, touching on what both guests and hosts can learn from the successes and failures of Cuba, the new kid on the block when it comes to hosting. 

Cuban Cowboys, Casas Particulares & Living like a Local with Cassie Yeldham

 You’re in for a treat this week! In this A-ha moment episode, we hear from ten industry friends at the 2022 Short Stay Summit about a moment when something clicked for them. From Damian Sheridan’s realisation about booking trends, to Simon Lehmann’s rainy morning commute, we’ve gathered a wealth of teaching moments from these pros. We chatted to: Damian Sheridan – Director, The Book Direct Show & Scale Rentals Show Assaf Karmon – CEO & Co-founder, TurnoverBnB James Brown – Operations Director, UnderTheDoormat Bob Garner – Owner, Casal Dei Fichi Deborah Heather – CEO, Quality in Tourism Rachel Parsons – Founder, New Forest Escapes Simon Lehmann – CEO & Co-founder, AJL Atelier Leo Walton – Co-founder, SUPERHOG Jenn Boyles – Founder, Direct Booking Success Neely Khan – Travel & Hospitality Writer Listen in to hear about back-up plans, sustainable hosting, guest communication, the power of a simple act of kindness, and so much more! 

A-ha Moments from our Industry Friends at the Short Stay Summit 2022

This week, Jamie Sinton joins Andy and Tyann to talk beautiful cabins, travel influencing, and what luxury really means. Jamie’s story starts with a cabin that wasn’t even available for her to visit. Searching for a place to stay with her family, she discovered a cabin that was still being developed. She followed its story on social media, getting to know the owners and the story of the cabin as it came to life. When it was finally ready to rent, she booked it! On arrival, it truly met all of her luxury requirements. From the music playing as she entered, to the stunning furniture, to the labelled pantry. Jamie discusses what luxury really means to her, and the importance of storytelling in showcasing holiday accommodation to guests. Discover how you can use channels such as social media influencers to captivate guests before they book.

Luxury Cabins And The Power Of Social Media with Jamie Sinton

Hannah, Touch Stay’s Creative Media Manager, hijacks The Guest Cast to shine a spotlight on the hosts who made her feel extra safe as a solo traveller. From tonsillitis in Galicia, to catcalling in Cuba, Hannah has experienced it all whilst exploring new regions on her own. And she’s come to understand that there are ways hosts can make solo travellers feel more comfortable arriving in a new area. With the rise of remote working making our working and living patterns more flexible, more and more people are choosing to take off on solo trips. Listen in to find out how you can cater to a growing market of independent travellers.

"Don't forget about the solo traveller - they're guest too!" An A-ha moment from Hannah Gardiner

In this episode of the Guest Cast, Andy and Tyann talk to travel journalist and content creator, Jill Starley-Grainger. In this "illuminating" episode (expect more puns like this...!), Jill talks about her wealth of travel experiences - and how there's a pet peeve she runs into time and time again... bad lighting.  Join Andy, Tyann and Jill as they share several different "bad lighting" experiences, and discuss  how something so seemingly small can have such a profound effect on guest experience.   

Bad lighting & why you NEED to get it right with Jill Starley-Grainger

In this Aha-moment episode, Vacation Rental leader and Co-Founder of Vacation Rental Formula, Heather Bayer shares a story on how she became the "Bunkbed Baddie!" Listen first hand about the importance of making sure your guests know when you make a change to your property... because you never know what they're counting on having in their property!

"Don't be a Bunkbed Baddie!" - An Aha Moment from Heather Bayer, Co-Founder of Vacation Rental Formula

This week, Andy and Tyann speak to Amber Hurdle, public speaker, author and vacation rental industry influencer. Amber talks about how a journey to Europe to connect with her Italian heritage left her feeling completely at home - even though she'd never even been to Italy before!  While Ambers' story starts with a deep longing to understand herself better through her ancestors, it unfolds into a conversation about ways vacation rental owners can tap into the history of their guests. She suggests that by focusing on the heritage, background and history of a property or area, hosts can provide a unique stay that evokes a far more compelling guest experience - and make you stand out of the vacation rental crowd. And - Tyann again challenges you to find the special, historical or cultural experience that is local to you - and make sure your guests know about it!    

"Feeling Like You Belong in a Place You've Never Been Before" - With Amber Hurdle

This week, we're back to our A-ha moments, and the Queen of Guest Experience herself is sharing some of her thoughts.  Tyann talks about the importance of giving yourself some grace when it comes to opening a new vacation rental - after all, not even the 5 star hotels get it right every time.   

"Give yourself grace" - An Aha moment from Tyann Marcink, Queen of Guest Experience @ Touch Stay

In this episode, our very own Touch Stay CTO Drew Pearson talks about two of his life changing trips to Italy - one where he to proposed to his wife, and another when he returned with his family some years later. He talks openly and lovingly about how his love of Travel writer, Rick Steves, influenced the way he travels. He explains how he chooses not to follow the tourist routes "just because" and instead, following his own interests, resulting in far more fulfilling, and memorable experiences In this episode, Tyann, Andy and Drew talk about how hosts can help their guests achieve this kind of experience. Tyann even challenges hosts to create a list of ways that guests can avoid the tourist traps and feel more Spanish, Italian - or, in Tyann's case, Missourian ;). 

Authentic Travel & Feeling like a Local with Drew Pearson

Stories and lessons from guests about how an interaction with hospitality changed their travel.

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The Guest Cast

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