Managing Difficult Guests: Is the Customer Always Right in Holiday Lets?

In this weeks episode, Jane talks to Jess and Chris, owners of Cosy Holiday Homes in Pembrokeshire.They have created a holiday let portfolio of currently 5 properties, ranging in different sizes and some include a swimming pool.Key takeaways:What they look for in a property when buying it to let outChallenges they have faced and learnings from over the yearsChanges in the property market for buyingBooking pattern changes and how they have adapted The systems they use to help manage the propertiesThey share 3 tips for those looking to grow a holiday let portfolioYou can check out their properties here:Jessica 's Website Connect with Jane here:Book a free callWebsiteLinkedInInstagramFacebook Page

In this episode Jane brings up the topic of - 'Is the customer always right?'We live in a culture of customers complaining to get refunds, and no one wants to have confrontation with their guests.Jane shares her 10+ years experience of dealing with thousands of guests and how to handle a difficult situation, included dealing with negative reviews.Listen in as Jane shares 3 real-life stories of where the customer was not right and the outcomes.Plus, learn the real reason that guests complain.Connect with Jane here:Book a free callWebsiteLinkedInInstagramFacebook PageIf you enjoyed this episode, please leave a review. Thanks!

In this episode, Jane talks openly about the challenges of managing property owners and how she developed a 5 step framework after managing over 100 owners in her property management business.Her tag line is: Relationships  = Revenue, and shares how this 2 way relationships can be developed to ensure property owners stay with your business but also how it’s ok to say ‘No’ sometimes to protect your business reputation.You can get the free download of Jane's 5 step framework here.Connect with Jane:Book a free callWebsiteLinkedInInstagramFacebook Page

In this bite-sized episode of the Grow Your Holiday Let Business Podcast, host Jane Mack offers insights on starting a property management business. Jane shares guidance on defining service offerings, managing resources, setting clear pricing strategies, and highlights the importance of choosing the right systems to scale your business efficiently. She also emphasises the need for documenting processes and being adaptable to industry changes, including guest expectations and market trends. Jane encourages networking and continual learning to support business growth in the continually changing property management sector.Connect with Jane:Book a free callWebsiteLinkedInInstagramFacebook PageIf you enjoyed this episode, please leave a review and subscribe. Thanks

In this episode of Grow Your Holiday Let Business Podcast, host Jane Mack discusses the importance of sharing your personal story as a property manager and business owner. She emphasises the impact of personal narratives on building trust and relationships in the short-term rental industry. Jane shares her own experiences in property management and offers tips on how to convey your journey authentically to connect with guests and potential property owners.The episode encourages business owners to share their stories through various platforms, highlighting the significance of being open and honest about personal and professional journeys to resonate with others and foster business growth.Connect with Jane:Book a free callWebsiteLinkedInInstagramFacebook PageIf you enjoyed this episode, please leave a review and subscribe. Thanks

In this episode, host Jane Mack welcomes Robin Bass from Premier Properties in St. Croix, US Virgin Islands. They discuss Robin's journey from New York City to the Caribbean, managing properties with an emphasis on kindness and empathy. Robin shares insights on her experiences, including the importance of treating guests with care and integrating technology while maintaining personal connections. The episode underscores the value of creating memorable experiences for guests and the crucial role that kindness plays in building a successful property management business.Here's more about Robin:Robin is a passionate and driven leader whose journey reflects her dedication. A Johnson & Wales University graduate, she excelled academically and served as a Tour Guide. She holds degrees in Fashion Merchandising and Retail Marketing Management, with studies at The Paris Fashion Institute. With nearly two decades in New York's hospitality and travel industry, she mastered customer service. Her community work includes volunteering with New York Cares and serving on the Board of The Animal Welfare Center in St. Croix, where she adopted her dog, Scooby. Since 2016, Robin has been a Property Management and Vacation Rentals expert in St. Croix, founding Premier Properties USVI in 2021. Her referral-driven business thrives on her philosophy, "It is cool to be kind," which shapes her work and community efforts. Connect with Robin:Robin's Facebook page @Premierusvi on Instagram Robin's Website Connect with Jane:WebsiteLinkedInInstagramFacebook PageIf you enjoy this episode, please leave a review, thanks!

In this episode Jane is joined by Daniela Derin of Skol Apartments Marbella. Daniela shares her journey from real estate to holiday rentals, discussing how her business adapted during the 2008 financial crisis and later thrived through engaging social media and WhatsApp marketing strategies during the pandemic. Daniela discusses:The power of building relationships with repeat customersLeveraging social media to maintain engagementThe effective use of WhatsApp to personalise communication and increase bookings. Daniela provides practical advice for property managers and hosts on starting their WhatsApp marketing journey and emphasises the importance of consistent, inspiring content. Listen to learn how to effectively incorporate WhatsApp into your marketing strategy and boost your holiday let business.Connect with Daniela Here:Daniela's Book: https://mybook.to/WhatsAppBook WhatsApp: +34 649 999 867InstagramFacebookLinkedInYoutubePinterestConnect with Jane here:WebsiteLinkedInInstagramFacebook PageIf you enjoy the episode, please leave a review! Thanks

In this episode Jane is joined by Ade Risidore, Chief Marketing Officer for Yapstone - the driving force behind Holiday Rent Payment and Vacation Rent Payment.They discuss the importance of community and trust in the industry, and how Yapstone aims to provide a seamless and specific payment service for short-term rental businesses. Ade emphasises Yapstone's dedication to serving only the STR market, their efforts to build strong relationships, and the importance of understanding and addressing the challenges faced by property managers. They also touch on the excitement of streamlining payments for a better guest experience.Get to know Ade: Ade doesn’t waste time with one-size-fits-all providers. He’s not here to cater to online shops selling socks and t-shirts or SaaS software subscriptions. He’s here for you—the short-term rental owners and managers who make vacations possible and put smiles on faces when people need it most. You’re tired of rising OTA commissions and generic payment processors that miss the mark. Ade understands your struggle: shrinking profits while the big platforms take a bigger bite of your earnings. That’s why Yapstone exists—a payment solution tailored specifically for your business. No fluff, no gimmicks—just what works.Ade isn’t interested in being everything to everyone. He’s focused on helping the right people—people like you—get the right tools, not more tools. That’s what sets Yapstone apart from the rest.When Ade’s not busy helping your business thrive, he’s out chasing stars. Literally. From the darkest corners of the UK, battling the elements for that perfect night sky shot. Like managing rentals, it’s all about patience, precision, and trusting the process.Listen as Ade shares why Yapstone is the no-nonsense payment solution you need to regain control of your rental business.Connect with with here:LinkedInYapstoneHoliday Rent PaymentEmail: [email protected] with Jane here:WebsiteLinkedInInstagramFacebook PagePlease leave a review if you enjoy the show!

In this episode, host Jane Mack delves into strategies for extending guest stays at rental properties.Key Takeaways:The benefits of Longer Guest StaysChallenges with Shorter StaysCost Analysis of Short vs. Long StaysStrategies to Encourage Longer StaysConnect with Jane here:WebsiteLinkedInInstagramFacebook PageIf you enjoyed the episode, please leave a review, thanks!

In this episode Jane is joined by Neely Khan, a passionate storyteller. Neely shares her journey into storytelling, starting from childhood, and explains how storytelling has been a significant part of her career, especially in the hospitality industry. The conversation delves into the psychological impact of storytelling on emotions and actions, as well as the difference between personal and corporate storytelling. Neely emphasises the importance of telling guest stories to drive revenue and engagement. She provides practical advice and examples on how holiday let owners and property managers can incorporate storytelling into their marketing strategies, such as through email sequences, website narratives, and social media. The episode highlights the transformative power of stories in making brands memorable and emotionally connecting with audiences.Links from the show:The Significant Objects Experiment (story of how two men re-sold 100 Ebay items and made a huge profit with stories): Link HERE. An example of storytelling for the vacation rental industry - The podcast DERAILED, is a fiction mystery story, featuring some of the biggest brands from our sector right at the heart of the narrative. This is an example of how brands can come to life and in turn attract more guests, with storytelling: Link to listen, HERE. Connect with Neely here:@neely_khan on Instagram Neely 's Website LinkedInConnect with Jane here:Book a free callWebsiteLinkedInInstagramFacebook PageRemember to leave a review if you enjoyed the show. Thanks!