The best operators see their business as more than just delivering a home for people to sleep in on vacation.
We enjoy a discussion with Matthew Loney from Xplorie on this week's The Art of Hospitality Podcast.
Matt shared the above perspective during our chat. And I whole-heartedly agree.
The vacation rental industry is evolving. Quickly. And the best vacation rental managers are thinking about the ENTIRE guest journey as the experience.
Not just the home, or just the activities. But the full journey from booking, anticipation, stay, and post-stay.
What can we do to make every step of that journey amazing? That is the next level of the industry.
Matthew Loney + Xplorie are helping managers piece together amazing guest experiences.
We cover some great topics this week...
- Line forming between experts delivering exceptional vacation experiences and amateurs just pushing spaces for rent
- What are the memories are we going to create while on vacation?
- How do we make those experiences feel organic?
- The house is just a tool to get guests on vacation.
- Hospitality is the exceptional vacation experience
- The full vacation is the experience
- Big opportunity for the industry to focus on loyalty, reviews, and word of mouth referrals
- Great vacation experiences lead to great marketing results
- The need for seamless communications, including strong integrations, and white-label for VRM brands
- Approach technology from the perspective of how does this make the guests life easier, not the PM
- If the guest’s life is easy, the PM’s life is easy
- Service vs. Hospitality
- Strong communication to build anticipation and trust rather than apprehension and questions
- Focus on feelings and guest happiness
- The value of raising rates by offering great vacation experiences
- The positive impact of an industry that does not scale well
- Guests, like all of us, want to be heard
Enjoy...
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Senior Conference Services Manager I The Lodge at Torrey Pines at Evans Hotels
2moCongratulations Kim! It was so great to work with you over some challenging unknown months. Have fun and enjoy your well deserved retirement!