Hospitality.FM

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07/02/2023

How to Handle Guest Complaints the Right Way with Natalie Palmer

Guest complaints can be a challenge for any host. It’s important to know the best way to handle them in order to maintain a positive experience for your guests and yourself. As a host on Airbnb, you want to make your guests feel welcome and provide them with a memorable experience. Many hosts think that refunding is the best way to respond to guest complaints to avoid bad reviews. However, refunding the money often doesn’t make the guest happy; the best way to handle guest complaints is by taking action and solving the problem to ensure the guest gets the best experience during their stay. Today we are joined by Natalie Palmer, an Airbnb Superhost, Airbnb Ambassador, and STR manager. Natalie shares how she manages to run her business while raising her two kids and discusses the best approach to handling guest complaints. Additionally, she gives tips on how to deal with upset guests and explains her philosophy on why refunding is not the best way to respond to guest complaints. Tune in! Timestamps for the key highlights in the episode [02:46] Know our guest; Natalie Palmer, and where she is located [03:09] How she got into Airbnb hosting [05:33] How Natalie manages to run her business while raising her 2 kids [10:00] The best approach to handle guest complaints without losing your cool [12:14] Should you refund a guest to avoid a bad review? [16:12] Tip on how to deal with upset guests [21:57] Natalie’s worst guest story [26:20] How Natalie navigates stressful situations in the hosting business [28:44] The lightning round: ● Where is your favorite place to vacation? ● What’s one place you’ve never been to that you want to visit? ● What’s one thing you know now that you wished you knew when you started out in the short-term rental business? ● What’s the best piece of advice you’ve ever been given? ● What’s one thing and/or person that you are grateful for today? [35:33] The upcoming Level Up Your Listing Summit; A Women’s STR Summit coming to Scottsdale, AZ [39:40] How to connect with Natalie Palmer Notable Quotes ● “If you are in hosting for the right reasons and you really value guest experience and letting your guest create memories, those few bad apples are not gonna spoil the rest for you.” ● “Whatever you need to get outta people to reach your next level. Those people will come into your life, but you have to put yourself out there.” Remember to Subscribe, Rate, Review, Like, and Share! Let’s Connect! Follow Natalie Palmer on; ● Instagram: https://www.instagram.com/__nataliepalmer/ Host with Natalie: https://bit.ly/3XS9TBN HURRY UP AND SAVE YOUR SEAT at the Level Up Your Listing Summit. Buy Tickets at a 10% Discount!!! https://www.levelupyourlistingsummit.com/. Discount code: Sisterhood 10 Connect with Stacey St. John ● Website: https://staceystjohn.com/ ● Instagram: @stacey_st.john ● Facebook: https://www.facebook.com/stacey.s.john.9/ ● Female Short-Term Rental Investors Facebook Group: https://www.facebook.com/groups/911671659592801 To book a free consultation with Stacey: https://bit.ly/3FUd454

07/02/2023

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42 min
30/10/2024

Exploring Hospitality Development with Steve Galbreath

In this episode of the Hospitality Mentor Podcast, host Steve Turk sits down with Steve Galbreath, the Chief Development Officer of Garfield Public Private LLC. Steve discusses his journey from being an architect to a hospitality developer. He provides insights into the work Garfield Public Private LLC does in helping cities, airports, and universities develop convention centers and hotels. The conversation also covers his first hospitality project in the Bahamas, the importance of good design, and how he navigated the transition from architecture to development. Steve shares his thoughts on working with city governments, the economic impact of hotel projects, and offers advice to young professionals about taking risks and enjoying their career journey. This episode is packed with valuable information for anyone interested in hospitality development, city planning, and architecture. 00:00 Introduction and Guest Welcome 00:46 Overview of Garfield Public Private LLC 02:28 Steve's First Job in Hospitality 04:12 Early Career and Transition to Architecture 06:09 Challenges and Lessons in Architecture 07:27 Journey into Hotel Projects 09:40 Career Growth and Opportunities 17:13 Joining Garfield and New Beginnings 24:35 Current Trends and Future Prospects 27:21 The Importance of Convention Hotels 30:30 Challenges in the Hospitality Industry 34:12 Designing for Comfort and Convenience 38:24 Exploring New Hospitality Trends 49:39 Advice for Aspiring Developers 54:41 Final Thoughts and Farewell

30/10/2024

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57 min
18/09/2025

From STRs to Boutique Hotels: How to Invest Smarter in Hospitality Real Estate

Is moving from short-term rentals into boutique hotels the natural next step for savvy investors? In this episode, Jamie Lane sits down with James Savier, SVP at CBRE Hotels, to explore why more STR operators are eyeing boutique hotel ownership—and what it really takes to succeed. Hotels may seem like an entirely different ballgame, but as James explains, the leap isn’t as far as you might think. From financing options and valuation differences to building brands that actually command loyalty, this conversation demystifies how STR experience can translate into hotel investment. You’ll also hear candid insights on common mistakes, hidden opportunities, and why timing matters more than ever in today’s market. If you’ve ever wondered whether boutique hotels could be your next big play, this episode will open your eyes. You don’t want to miss it! What You’ll Learn in This Episode: Why many STR investors see boutique hotels as the next logical step. How hotels are valued differently from rental portfolios—and why that matters for your exit strategy. The financing tools available for hotel buyers (and how they compare to STR loans). The role of branding, guest experience, and scale in boutique hotel success. Common pitfalls first-time hotel investors make—and how to avoid them. Sign up for AirDNA for FREE 👇 https://bit.ly/45rmuRg ————— Connect with Jamie on social media LinkedIn: https://www.linkedin.com/in/jamiehlane/ Twitter: https://twitter.com/Jamie_Lane ————— Connect with Scott on social media LinkedIn: https://www.linkedin.com/in/sagescott ————— Connect with AirDNA on social media: Instagram: https://instagram.com/airdna.co LinkedIn: https://www.linkedin.com/company/airdna/ Twitter: https://twitter.com/airdna TikTok: https://www.tiktok.com/@airdna.co ————— Episode 150

18/09/2025

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59 min
14/12/2023

Mastering the Art of Guest Communication

Mastering The Art of Guest Communication Creating a comprehensive, high-touch guest communication strategy not only improves your guests’ experience, but can also improve your bottom line through better guest reviews, more repeat guests, and fewer guest questions. This week we talk with the Queen of Guest Experience, Tyann Marcink Hammond of Touchstay. Tyann is the owner of two boutique property management companies in Branson, MO and shares with us her amazing guest communication workflow, stories of how guest communication saved the day, and how you can become a master of guest communication as well. Mentioned in this episode: 14-day free trial of Touch Stay Touch Stay 2023 Guest Communication Study Tyann’s Touch Stay Guide: https://bransonfamilyretreats.com/guide/skye Youtube Link Connect with Touch Stay Visit Touchstay instagram.com/touchstaywelcome linkedin.com/company/touch-stay Connect with Tyann Marcink Hammond tyannmarcink.com instagram.com/tyannmarcink twitter.com/tyannmarcink linkedin.com/in/tyannmarcink/ Connect with Christianne on Facebook, Instagram, and LinkedIn https://www.facebook.com/christianne.crump https://www.instagram.com/christiannecrump/ https://www.linkedin.com/in/christianne-crump Connect with STR HUB on Facebook, Instagram, and Linkedin https://www.facebook.com/the.STRHub/ https://www.instagram.com/thestrhub/ https://www.linkedin.com/company/str-hub/ Thank you for tuning into our podcast! If you’d like to suggest a show topic or provide feedback please fill out our show feedback form and we’ll be in touch! For guest suggestions please fill out our guest suggestion form. Short-Term Rental Solutions is a Hospitality.FM production and you can find more of their shows at Hospitality.FM or anywhere else you listen to your podcasts!

14/12/2023

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37 min
26 FÉVR.

The 2026 Travel Outlook: AI, Affordability & What Today’s Traveler Really Wants

Travelers say they’re worried about the economy — but they’re still packing their bags. In this episode of The STR Data Lab, AirDNA Chief Economist Jamie Lane sits down with Seth Borko, Head of Research at Skift, to unpack the 2026 travel outlook and what it really means for short-term rental hosts and property managers. The headline? Travel remains the world’s top discretionary spending priority — even in an uncertain economy. While consumers are price-conscious and navigating a “K-shaped” recovery, they’re not cutting trips. Instead, they’re choosing cheaper flights, exploring more affordable destinations, and prioritizing accommodations and experiences over everything else. For STR operators, that’s a powerful signal: the right property in the right market, positioned around the right experience, is still incredibly compelling. The conversation also dives into the rapid rise of AI in trip planning. Nearly half of U.S. travelers are already using AI tools for discovery and inspiration. While booking behavior hasn’t fully shifted (yet), personalization is accelerating — and that could reshape loyalty, distribution, and direct booking strategies in the years ahead. You don’t want to miss this episode. Practical Takeaways for STR Hosts & Managers Travel is still the #1 discretionary spend. Even in uncertain times, consumers want to travel — they’re just adjusting how they do it. Guests are saving on flights — not stays. Survey data shows travelers are cutting airfare costs first while prioritizing accommodations and experiences. Your property still matters. Experiences drive the trip. Today’s traveler starts with “What do I want to experience?” and back-solves into destination and accommodation. Design and market your STR as part of that experience — not just a place to sleep. Affordable destinations have momentum. With travelers choosing less expensive markets, regional and domestic STR markets may benefit from trade-down behavior. AI is reshaping discovery. Travelers are increasingly using AI tools to compare destinations, activities, and accommodations. Properties with clear positioning, strong differentiation, and well-structured listing content will win in AI-powered search. Loyalty may be redefined. As personalization improves, guests may be more willing to switch brands or platforms if the offer is better. Value, flexibility, and frictionless booking will matter more than ever. Sign up for AirDNA for FREE 👇 https://bit.ly/44x842m ————— Connect with Jamie on social media LinkedIn: https://www.linkedin.com/in/jamiehlane/ Twitter: https://twitter.com/Jamie_Lane ————— Connect with Scott on social media LinkedIn: https://www.linkedin.com/in/sagescott ————— Connect with AirDNA on social media: Instagram: https://instagram.com/airdna.co LinkedIn: https://www.linkedin.com/company/airdna/ Twitter: https://twitter.com/airdna TikTok: https://www.tiktok.com/@airdna.co ————— Episode 171

26 févr.

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47 min
29/08/2024

Data-Driven STR Investing: Expert Tips from Taylor Jones and John Bianchi

In this episode of the STR Data Lab, Jamie is joined by Taylor Jones and John Bianchi, both experts from STR Search, a short-term rental consulting firm that helps people understand Airbnb data to invest with confidence. Together, they explore the intricacies of the short-term rental investment market, emphasizing the importance of data-driven decisions. Jamie begins by sharing his personal experience of purchasing a short-term rental with Taylor and John's help. Taylor provides insights into the advantages of understanding Airbnb data and underscores the importance of ensuring that no unprofitable properties are purchased. John, known as “The Airbnb Data Guy,” elaborates on the core principles of profitability, emphasizing that his courses and services are focused on helping people avoid unprofitable investments. The discussion covers the challenges of navigating the dynamic STR market, including rising interest rates and the increasing difficulty of finding profitable properties. The trio also explores strategies like value stacking, understanding demographics, and incorporating unique amenities to stay competitive. They touch on practical aspects of property underwriting, managing expenses, and maintaining efficient operations to ensure long-term success. The episode concludes with predictions for the STR market’s future, particularly in light of potential economic downturns. Taylor and John stress the importance of strategic thinking and identifying resilient investment areas. You don’t want to miss this episode! ~~~~ https://www.strsearch.com/ https://www.youtube.com/c/JohnBianchipointanalytics ~~~~ Signup for AirDNA for FREE👇 https://app.airdna.co/data ~~~~ Connect with Jamie on LinkedIn and Twitter: LinkedIn: https://www.linkedin.com/in/jamiehlane/ Twitter: https://twitter.com/Jamie_Lane ~~~~ Connect with Scott on LinkedIn: LinkedIn: https://www.linkedin.com/in/sagescott ~~~~ Connect with AirDNA on LinkedIn, Twitter, TikTok, and Instagram: LinkedIn: https://www.linkedin.com/company/airdna/ Twitter: https://twitter.com/airdna TikTok: https://www.tiktok.com/@airdna.co Instagram: https://instagram.com/airdna.co ~~~~ Find AirDNA at these upcoming events! https://www.airdna.co/events-airdna Episode 96

29/08/2024

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1 h 2 min
06/06/2024

The Future of Unique Stays: A Deep Dive with Ben Wolff

In this episode of the STR Data Lab, Jamie Lane, Chief Economist at AirDNA, invites Ben Wolff, co-founder of Onera and Oasi. Ben traces his journey from starting Sensei, an early rental management company, to establishing his own unique vacation rental business. Inspired by his passion for real estate and technology, Ben ventured into the unique stays sector by creating Onera, a high-end treehouse retreat in Texas Hill Country that quickly gained success. Onera cleverly blends the natural environment with luxury, offering an appealing alternative between rustic camping and top-tier hotels. This concept proved especially popular during the COVID-19 pandemic as travelers sought unique outdoor experiences. Ben emphasizes the importance of creating memorable guest experiences to stay competitive in the unique stays market. The success of Onera led to its acquisition by Summit, a public REIT, pushing Ben's team to elevate their operational and reporting standards. The acquisition also confirmed Onera’s leadership in the alternative hospitality sector. Ben’s next venture, Onera Wimberley, aims to expand on the luxury and group-friendly aspects, responding to increasing demand for high-end, nature-close accommodations. Ben also discusses the role of social media in marketing, predicting that platforms like Instagram could become significant channels for booking unique stays. He outlines his strategies for content marketing and influencer collaborations to drive direct bookings. His company, Oasi, is heavily invested in digital marketing to fully leverage online platforms. Wrapping up, Ben considers the potential for OTAs to integrate social features, like Expedia’s travel shops, as beneficial for widening distribution channels while keeping control over guest experiences through direct bookings. You don’t want to miss this episode! ~~~~ Ben’s Linkedin: https://www.linkedin.com/in/ben-wolff/ ~~~~ Signup for AirDNA for FREE👇 https://app.airdna.co/data ~~~~ Connect with Jamie on LinkedIn and Twitter: LinkedIn: https://www.linkedin.com/in/jamiehlane/ Twitter: https://twitter.com/Jamie_Lane ~~~~ Connect with Scott on LinkedIn: LinkedIn: https://www.linkedin.com/in/sagescott ~~~~ Connect with AirDNA on LinkedIn, Twitter, TikTok, and Instagram: LinkedIn: https://www.linkedin.com/company/airdna/ Twitter: https://twitter.com/airdna TikTok: https://www.tiktok.com/@airdna.co Instagram: https://instagram.com/airdna.co ~~~~ Find AirDNA at these upcoming events! https://www.airdna.co/events-airdna Episode 84

06/06/2024

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38 min
14/09/2023

Self-Managing Your Short-Term Rental: A Conversation With Hospitable

Intimidated by the thought of self-managing your properties? What if you could automate numerous essential property management tasks? Brian Seelos of Hospitable explains how Hospitable can help owners interested in self-managing their properties, enhance guests’ experience, and help you get more direct bookings. BONUS YOUTUBE CONTENT: Brian gives viewers a tour of the Hospitable platform and the new direct booking website feature. Get 25% off your first three months of Hospitable. Connect with Hospitable https://hospitable.com/ https://www.facebook.com/hospitableHQ https://twitter.com/hospitableHQ https://www.instagram.com/hospitable_com/ https://www.linkedin.com/company/hospitable/ https://www.tiktok.com/@hospitable.com Connect with Christianne on Facebook, Instagram, and LinkedIn https://www.facebook.com/christianne.crump https://www.instagram.com/christiannecrump/ https://www.linkedin.com/in/christianne-crump Connect with STR HUB on Facebook, Instagram, and Linkedin https://www.facebook.com/the.STRHub/ https://www.instagram.com/thestrhub/ https://www.linkedin.com/company/str-hub/ Thank you for tuning into our podcast! If you’d like to suggest a show topic or provide feedback, please fill out our show feedback form, and we’ll be in touch! For guest suggestions, please fill out our guest suggestion form. Short-Term Rental Solutions is a Hospitality.FM production, and you can find more of their shows at Hospitality.FM or anywhere else you listen to your podcasts!

14/09/2023

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34 min
01/02/2024

Property Management Software Insights for 2024

Property management software is operation-critical for property managers and hosts; it is one of the most important pieces of our tech stack. This week we welcome Marcus Rädar, the Co-Founder and CEO of Hostaway, to hear his insights on what’s been happening in this sector of our industry, where he sees things going in 2024, and his thoughts on how that will impact us as STR professionals going forward. Watch This Episode On YouTube Connect with Hostaway www.hostaway.com Connect with Marcus Räder https://www.linkedin.com/in/marketingmarcus?originalSubdomain=ca Connect with Christianne on Facebook, Instagram, and LinkedIn https://www.facebook.com/christianne.crump https://www.instagram.com/christiannecrump/ https://www.linkedin.com/in/christianne-crump Connect with STR HUB on Facebook, Instagram, and Linkedin https://www.facebook.com/the.STRHub/ https://www.instagram.com/thestrhub/ https://www.linkedin.com/company/str-hub/ Thank you for tuning into our podcast! If you’d like to suggest a show topic or provide feedback please fill out our show feedback form and we’ll be in touch! For guest suggestions please fill out our guest suggestion form. Short-Term Rental Solutions is a Hospitality.FM production and you can find more of their shows at Hospitality.FM or anywhere else you listen to your podcasts!

01/02/2024

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35 min
25/07/2024

Scaling Success in Short-Term Rentals with Mike Sjogren

In this episode of the STR Data Lab, Jamie sits down with Mike Sjogren, CEO of STR Secrets. Mike shares his journey from being a CPA with a stable job to building a successful short-term rental business after his son was diagnosed with a rare lung disease. He explains how he transitioned from owning one rental property to managing 82 properties across three states. Mike delves into the importance of co-hosting, comparing it to rental arbitrage, and highlights the benefits of co-hosting in terms of scalability and reduced risk. He stresses the significance of having clear goals, suitable property selection, and efficient revenue management. Mike also discusses how his STR Secrets coaching program helps individuals build their rental portfolios and achieve financial independence. The conversation covers practical strategies for acquiring properties, optimizing listings, and maintaining high guest satisfaction. Mike emphasizes the need for well-defined standard operating procedures (SOPs) and the importance of surrounding oneself with capable team members. He also sheds light on the changing dynamics of the short-term rental market, particularly post-COVID, and how co-hosting can be a viable path for newcomers and experienced hosts alike. Towards the end, Mike shares his vision to help a million people achieve financial independence through short-term rentals and discusses the personalized support provided by STR Secrets. Jamie and Mike conclude with advice on staying focused on one's goals and filtering out distractions. You don’t want to miss this episode! ~~~~ Mike’s Facebook Community - https://www.facebook.com/groups/STRentalsecrets ~~~~ Signup for AirDNA for FREE👇 https://app.airdna.co/data ~~~~ Connect with Jamie on LinkedIn and Twitter: LinkedIn: https://www.linkedin.com/in/jamiehlane/ Twitter: https://twitter.com/Jamie_Lane ~~~~ Connect with Scott on LinkedIn: LinkedIn: https://www.linkedin.com/in/sagescott ~~~~ Connect with AirDNA on LinkedIn, Twitter, TikTok, and Instagram: LinkedIn: https://www.linkedin.com/company/airdna/ Twitter: https://twitter.com/airdna TikTok: https://www.tiktok.com/@airdna.co Instagram: https://instagram.com/airdna.co ~~~~ Find AirDNA at these upcoming events! https://www.airdna.co/events-airdna Episode 91

25/07/2024

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47 min

Hospitality.FM is the leading podcast network for the hospitality industry featuring podcasts from Food & Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, and so much more. Hospitality.FM is passionate about giving the industry a prominent voice to reach more listeners by “Going All-In On Audio.”

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