All Forum Posts by: Annie Seurer

Quote from @Michael Baum:

Nice list! We do most of these things. I don't send the guest an itinerary. I leave that up to them, but I do send info or have it in our guest book about stuff to do around our area.

The one thing I don't send early is the actual address. We have had a number of guests arrive a day early. Yes, the day before they are supposed to arrive. I guess they think they can get a free day? Who knows. 

Thanks! I think having it in the Guest book totally suffices. I just liked the personal touch of the outreach with some value-add. 

Wow, really?! Unbelievable sometimes what people try to swing. We sent the address out immediately and never had that problem (we just realized if we didn't our team would be bombarded and we didn't want to create any doubt or uncertainty in the Guests mind). We would occasionally get the person who shows up in the morning, but never a day early. 

Do you offer early or late checkin/out? 

Quote from @Patricia Andriolo-Bull:

Quote from @Annie Seurer:

Quote from @Patricia Andriolo-Bull:

In my prior life, I was responsible for customer success for large healthcare systems.  As with any customer relationship, across all verticals, the number one thing is to set appropriate expectations followed by communication.  Your listing should reflect what you actually offer both in photos and descriptions and you should communicate authentically and as frequently as is right for the guest.  Things go wrong all the time, but if a host takes responsibility, sets the right expectations and communicates, 9 times out of 10, you will still have a happy guest. 

Couldn't agree more! We had over 150 feedback calls with Guests and 99%(!!!) of them had some kind of issue (some completely minor where they almost didn't want to mention it to what I would consider catastrophic) yet 100% of them would recommend us to friends and family just based on our communication and customer service. 

It always amazes me on different vacation rental forums when hosts are always quick to assume the worst of guests and their intentions.  I'm not from the school of the customer is always right, but I do believe in being open-minded, listening, communicating and attempting to correct any issues.  

I need to get on these forums! We are in the hospitality business whether people want to believe it or not. Sure, some Guests are completely unreasonable (I've dealt with them) but the majority, as you mention, just want to be heard and felt taken care of. Many times they have spent a lot of money to go on this vacation and want it to be perfect for themselves and their families/friends - a little empathy on the hosts/PM's part goes a long way. 

Quote from @Patricia Andriolo-Bull:

In my prior life, I was responsible for customer success for large healthcare systems.  As with any customer relationship, across all verticals, the number one thing is to set appropriate expectations followed by communication.  Your listing should reflect what you actually offer both in photos and descriptions and you should communicate authentically and as frequently as is right for the guest.  Things go wrong all the time, but if a host takes responsibility, sets the right expectations and communicates, 9 times out of 10, you will still have a happy guest. 

Couldn't agree more! We had over 150 feedback calls with Guests and 99%(!!!) of them had some kind of issue (some completely minor where they almost didn't want to mention it to what I would consider catastrophic) yet 100% of them would recommend us to friends and family just based on our communication and customer service. 

I can help with short term and mid term rentals. 

Guest experience is one of my favorite STR topics! I co-managed guest experience and feedback at a large fund a learned a lot directly from guests. Before I left, we had an average rating of 4.93 across many markets and channels. I feel it often gets overlooked, but without an outstanding guest experience, your listings may suffer.

Here are a few simple ways to improve guest experience beyond design and an amazing product (which I highly suggest you have!):

🔹 Map Your Touchpoints: Reach out at optimal times, provide pertinent info early, and maintain the right number of touchpoints. Test and refine your communication plan—it pays off!

🔹 Call Your Guests: Yes, call them soon after booking. Introduce yourself & your company, answer questions, and set expectations. People don't like surprises. If you offer extras, plant the seed here!

🔹 Provide an Itinerary: Send a customizable itinerary or a one-pager with top restaurants, sights, and activities. Have extras/ancillary revenue, include them here!

🔹 Respond Quickly: Quick responses on all channels are crucial. Don't miss out by neglecting proper SLAs.

🔹 Get Feedback: Offer a small incentive for 15 minutes of their time post-stay. Guest feedback is gold for your business.

This is a small, non-inclusive list - there is much more you can do to provide a robust, value-driven guest experience. How do you stand out in your communication plan?

Quote from @Michael Baum:

I think the advice is solid, but it really is location driven more than anything.

Judging by the terrain, it is in SoCal or maybe AZ?

You might drop that exact place into another area and not see anywhere near the 242k in revenue.

 Yep, absolutely agree! Design and amenities should be based on market and guest demographic. We personally have designed and renovated over 300 homes and they don't all look like this - we design for the data. But I will say, a lot of the top performers have stand out amenities like this. 

This one is in AZ. 

Quote from @John Underwood:

How much did the pickle ball court cost to install? How much is it used?

Roughly 20-25k to install. They are used unsurprisingly a lot - pickleball is all the buzz lately! The listing reviews mention pickleball a lot and how it was a hit. 

Quote from @Ian Tyndall:

Key question is the ROÍ on the investment. If this property were to make $225k without the additions based on its size and location, would it be worth it given the capital cost?

It is a very well designed and executed theme!

I personally love the Step Brothers themed bunk bed room! 

This property would be projected to make roughly $140-150k if you were to use average market comps. 

Ever wondered how to turn your short-term rental (STR) into a revenue-generating machine? Here is a solid case study where one property achieved $242k in revenue in its first year through the art of smart design and strategic amenities.

What Made This Home a Standout Success? Revenue-driving amenities.

--> Crowd Pleasing Standout Outdoor Amenities
🏀 Sports Court - Pickleball & Basketball
⛳️ Putting Green
🔥 Fire Pits
🔹 Hot Tub
👨‍👩‍👧‍👦 Multiple Seating Areas
🏓 Corn Hole & Ping Pong
💧 Heated Pool
🍔 Built-in Grill
🖼️ Outdoor Mural

--> Crowd Pleasing Indoor Amenities & Design
🔹 Blockbuster Movie Themed Bedrooms & Design Carried Throughout the House
🔹 Converted Garage Space Into a Pool Table Game Room
🔹 Poker Room
🔹 Themed Mural

Key Takeaways to Drive Revenue for Your STR

🔸Know Your Guest or Avatar and Design for That: Don't be afraid to go all-in on a theme that resonates with your target audience. Consider theming your property based on popular attractions in the area, aligning with what guests are doing when they vacation.

🔸Maximize Outdoor Space: If you have a large backyard, fill it with revenue-driving amenities like the ones in this home.

🔸Maximize Indoor Space: Don't have an expansive backyard? Make the most of your indoor space by creating themed bedrooms, including standout amenities like slides and murals. Convert a garage into a movie theatre or game room to maximize entertainment options.

🔸Do Your Homework: Research what amenities are popular in your area and ensure your property offers them, and then add more!

🔸Comfort and Seating: Provide multiple seating areas throughout your property to encourage socializing and relaxation, enhancing the overall guest experience.

The short-term rental landscape has evolved. The highest-performing STRs now create amazing experiences through their design, making the property itself a key part of the vacation! 

If you turn this property into a STR - do you have a budget for design, amenities, and furnishings? As Jaron mentioned above, average homes aren't performing well and the unique, experiential homes are hitting and exceeding revenue targets.

What research have you done to convert it into an STR?

If you choose to self operate, it is a lot of work no doubt, but some people enjoy it. It really depends on what kind of investor you would want to be.