Vacation Rental Resolutions

Gerry MacPherson
  • 5.0 (1)
  • Entrepreneurship
  • Updated Weekly

Vacation Rental Resolutions is the practical vacation rental management podcast for current and aspiring owners who want more bookings, stronger profits, happier guests and less day-to-day stress. Hosted by hospitality professional Gerry MacPherson, each episode answers a real question vacation rental owners face when starting, managing and growing their properties. You'll discover practical strategies for vacation rental management, Airbnb hosting, pricing, revenue management, direct bookings, vacation rental marketing, guest communication, cleaning and turnovers, maintenance, reviews, technology, AI, systems and profitability. Whether you're managing an established vacation rental, preparing to launch your first property, or looking for ways to improve your existing business, Vacation Rental Resolutions gives you straightforward ideas you can adapt and put to work. No unnecessary jargon. No get-rich-quick promises. Just practical hospitality advice designed to help independent vacation rental owners build better businesses and create better guest experiences. New episodes each week. Follow Vacation Rental Resolutions and start building a more profitable, organised and guest-focused vacation rental business — without the chaos.

  1. 4d ago

    Vacation Rental Maintenance Checklist: Prevent Guest Complaints and Costly Repairs

    Join us for free on Patreon. https://www.patreon.com/cw/VacationRentalResolutions (Members have full access to all weekly downloads) Practical vacation rental management advice for independent owners. Vacation Rental Maintenance Checklist: Prevent Guest Complaints & Costly Repairs  What if you could catch your next guest complaint before your guest ever sees the problem?  A simple vacation rental maintenance checklist can help you spot small faults before they turn into emergency repairs, unhappy guests, lost income, and those messages beginning with, “Hi. Sorry to bother you, but…”  In this episode of Vacation Rental Resolutions, Gerry MacPherson looks at preventive maintenance from a vacation rental owner's point of view.  Because preventive maintenance isn't really about fixing things.  It's about finding small problems while you still control when, how, and how much you'll pay to fix them.  What You'll Learn  If you're constantly reacting to leaking taps, temperamental appliances, slow drains, troublesome locks, heating problems, or last-minute maintenance calls, this episode will help you create a calmer approach.  Gerry explains:  Why small faults become big guest complaintsHow cleaners can become an early-warning systemWhy vacation rental properties need regular inspectionsHow to create a four-part maintenance rhythmWhat to check between guest staysHow monthly checks catch hidden deteriorationWhy seasonal preparation mattersWhen professional servicing belongs on your calendarHow to organise every task around a date, owner, and recordWhy inspecting the guest journey can reveal problems a room-by-room checklist missesYou'll also learn why good preventive maintenance is largely invisible.The guest opens the door.The Wi-Fi connects.The shower works.The room feels comfortable.The coffee machine makes coffee.Nobody talks about maintenance because there's nothing to talk about.That's the goal. The Simple Maintenance Rhythm Instead of trying to remember one enormous maintenance list, organise your property around four checkpoints: TURNOVER → MONTHLY → SEASONAL → ANNUAL During turnovers, look for changes.Monthly, inspect the systems guests rely on.Seasonally, prepare before weather and demand change.Annually, schedule the professional servicing and larger inspections your property requires.You don't need to become a plumber, electrician, HVAC technician, and appliance engineer.You need a system that gets the right person there before you need them at midnight.  ABOUT VACATION RENTAL RESOLUTIONS Vacation Rental Resolutions is the practical podcast for current and aspiring vacation rental owners who want more bookings, stronger profits, happier guests and less day-to-day stress. Hosted by hospitality professional Gerry MacPherson, each episode shares straightforward advice on vacation rental management, pricing, direct bookings, marketing, guest experience and operations. Follow the podcast for practical ideas to help you build a better vacation rental business — without the chaos.  FOLLOW THE PODCAST  Follow Vacation Rental Resolutions in your favourite podcast app so you don't miss the next practical B&B management episode. And if you know another b&b owner who could use this episode, please share it with them.  MORE PRACTICAL HOTEL HELP  Visit Vacation Rental Resolutions for practical resources for current and aspiring vacation rental owners:  https://vacationrentalresolutions.com/  NEXT EPISODE  We'll talk about Standard Operating Procedures.  Which SOPs create the biggest impact in an independent hospitality business?  CHAPTERS

    Vacation Rental Maintenance Checklist: Prevent Guest Complaints and Costly Repairs

  2. Sep 22

    Vacation Rental Cleaning: The Simple System Behind 5-Star Stays

    Practical vacation rental management advice for independent owners.   Gerry walks you through a practical approach to building a housekeeping system your team can actually follow.  You'll discover why clear standards beat memory, how reference photographs can show cleaners exactly what “finished” looks like, and the five questions every effective housekeeping process needs to answer.  You'll also learn how to perform Gerry's simple five-minute guest-eye walkthrough.  Instead of inspecting the property as its owner, you enter as if you're the guest who has just paid to stay there.  What do you see?  What do you smell?  Does the entrance feel welcoming?  Does the bedroom match the listing?  Are the lamps working?  Is the fridge ready?  Then sit on the sofa.  You'd be amazed what changes when you look at your rental from the guest's height. Apparently, biscuits under coffee tables are particularly fond of this blind spot.  The aim isn't to create a gigantic checklist.  It's to create a repeatable standard.  One that helps your housekeeping team know what good looks like and gives you confidence that the property is ready without personally inspecting every turnover.  That's particularly relevant for vacation rental owners trying to balance operational efficiency with the personal guest experience that makes an independent property memorable.  Who Is This Episode For?  This episode is for new and experienced vacation rental owners, Airbnb and short-term rental hosts, independent property managers, and anyone responsible for cleaning and turnovers.  It's especially useful if you:  Constantly chase cleaners for updatesWorry about missed turnover tasksPersonally inspect every cleaningStruggle with inconsistent housekeepingWant better guest reviewsNeed to delegate without lowering your standardsWant to grow without turning hosting into a 24-hour jobThat last point sits at the heart of Gerry's vacation rental approach: use practical systems to streamline repetitive operations while protecting the human touches guests value.  YOUR NEXT STEP  Download the Annual Maintenance Planner. It can be found for members on Patreon. https://www.patreon.com/cw/VacationRentalResolutions ABOUT VACATION RENTAL RESOLUTIONSVacation Rental Resolutions is the practical podcast for current and aspiring vacation rental owners who want more bookings, stronger profits, happier guests and less day-to-day stress. Hosted by hospitality professional Gerry MacPherson, each episode shares straightforward advice on vacation rental management, pricing, direct bookings, marketing, guest experience and operations. Follow the podcast for practical ideas to help you build a better vacation rental business — without the chaos.  FOLLOW THE PODCAST  Follow Vacation Rental Resolutions in your favourite podcast app so you don't miss the next practical B&B management episode. And if you know another b&b owner who could use this episode, please share it with them.  MORE PRACTICAL HOTEL HELP  Visit Vacation Rental Resolutions for practical resources for current and aspiring vacation rental owners:  https://vacationrentalresolutions.com/  NEXT EPISODE  Gerry walks you through a practical approach to building a housekeeping system your team can actually follow.  You'll discover why clear standards beat memory, how reference photographs can show cleaners exactly what “finished” looks like, and the five questions every effective housekeeping process needs to answer.  CHAPTERS

    Vacation Rental Cleaning: The Simple System Behind 5-Star Stays

  3. Sep 15

    Vacation Rental Guest Communication: How to Prevent Guest Complaints

    Vacation Rental Guest Communication: How to Prevent Guest Complaints  Vacation rental guest communication can prevent many complaints before a guest ever reaches your front door. A missing parking detail, unclear check-in instruction, unexpected 25-minute drive to the supermarket, or hard-to-find Wi-Fi password may seem small, but these gaps create uncertainty. And uncertainty can quickly become frustration.  In this episode of Vacation Rental Resolutions, Gerry MacPherson explains why many guest complaints are really expectation problems. You'll hear how one vacation rental owner stopped a recurring complaint without changing anything about his property. He simply explained the experience more clearly before guests arrived.  You'll also learn how recurring guest questions can expose weak spots in your communication system. Instead of repeatedly answering “Where do we park?” or “What's the Wi-Fi password?”, Gerry shows you how to ask a better question: what could you change so the next guest never needs to ask? The episode finishes with a simple four-question framework covering what guests need to know, when they need it, where they should find it, and how to make every message easier to understand.  Four Key Takeaways  1. Expectations shape the guest experience. Guests compare the stay with the experience they imagined before arriving.  2. Repeated questions reveal communication gaps. If several guests ask the same thing, review the system before blaming the guest.  3. Timing matters as much as information. The right instruction delivered too early can be almost as unhelpful as no instruction.  4. Simpler communication works better. Short sentences, clear headings, photographs, and obvious locations reduce friction.  One Practical Action  Choose the guest question you answer most often.  Then ask:  What could I change today so the next guest doesn't need to ask it?  Start there.  One message.  One photograph.  One sign.  One improvement.  📥 This Week's Free Resource  The 7-Day Vacation Rental Jumpstart helps you strengthen guest communication, simplify your systems, and create a smoother five-star guest experience without adding unnecessary work.  Get the free resource here  You can also access the dedicated Jumpstart page here:  Download The 7-Day Vacation Rental Jumpstart  Keep Learning  Visit the complete Vacation Rental Resolutions Podcast archive:  Vacation Rental Resolutions on Transistor  Two useful episodes to listen to next:  Episode 135  What Guests Really Remember About Your Communication (Hint: It Isn't Your Property)  Continue exploring how the way you communicate affects trust, confidence, and what guests remember about their stay.  Episode 136  Before Guests Trust Your Property, They Need To Trust You  A natural next step if you want to understand how communication builds confidence before the guest experience even begins.  More Tools & Resources  Explore practical Vacation Rental Resolutions toolkits, templates, guides, and resources for independent vacation rental owners:  Visit Vacation Rental Resolutions  Make sure to subscribe to Vacation Rental Resolutions so you don't miss the next weekly episode.  The podcast feed describes Vacation Rental Resolutions as a weekly show built around concise, practical solutions for vacation rental owners, which makes those two communication-focused episodes particularly consistent follow-ons rather than generic recommendations. (vacationrentalresolutions.transistor.fm)

    Vacation Rental Guest Communication: How to Prevent Guest Complaints

  4. Sep 8

    How to Handle Guest Complaints in Your Vacation Rental

    How to Handle Guest Complaints in Your Vacation Rental  How to handle guest complaints is something every vacation rental owner eventually has to learn. The heating stops working. The cleaner misses something. The Wi-Fi disappears. Or a guest sends that stomach-dropping message: “We're really disappointed.” The complaint itself doesn't necessarily decide whether the stay ends badly. What matters is what you do next.  In this episode of Vacation Rental Resolutions, Gerry MacPherson walks you through a simple five-step Guest Recovery Playbook for handling vacation rental guest complaints calmly and professionally. You'll learn why responding quickly matters, why listening should come before solving, and why taking responsibility for the guest's experience isn't the same as accepting blame for everything that goes wrong.  You'll also discover why fixing the physical problem may only be half the job. Great guest recovery means understanding the disruption the problem caused, keeping the guest informed and following up afterwards. Whether you're dealing with cleanliness, maintenance, Wi-Fi, noise or another unexpected problem, this episode will help you respond with more confidence and less panic.  🎯 4 KEY TAKEAWAYS  1. Respond before you have the solution. Acknowledging the complaint quickly reassures the guest that somebody is taking care of them.  2. Listen before trying to fix it. A few calm questions can reveal the actual problem and prevent you from solving the wrong one.  3. Own the experience, not necessarily the blame. You can't control every power outage, noisy neighbour or equipment failure, but you can control how you help the guest through it.  4. Follow up after the problem is fixed. Guest recovery isn't finished when the maintenance job is complete. Check that the guest is comfortable and the rest of the stay is going well.  🛠 ONE PRACTICAL ACTION THIS WEEK  Write and save one simple guest complaint acknowledgement message.  For example:  “Thank you for letting me know. I'm really sorry you've experienced this. I'm already looking into it and I'll update you within fifteen minutes.”  Having that message ready means you're not trying to find the right words while both you and the guest are stressed.  📥 THIS WEEK'S FREE RESOURCE  Guest Recovery Playbook  Use it as a simple repeatable framework for responding to guest complaints, coordinating the solution and following up without relying on memory when something goes wrong.  Get the resource here:  https://vacationrentalresolutions.com/free-resourses  🎧 KEEP LEARNING  Listen to more Vacation Rental Resolutions episodes:  https://vacationrentalresolutions.transistor.fm/  Two episodes that pair particularly well with this week's topic:  Handling Your Vacation Rental Guest Communication Like A Pro – Episode 067  Clear communication before, during and after a stay can prevent misunderstandings from becoming complaints and helps guests feel heard when something does go wrong.  https://vacationrentalresolutions.com/2025/04/handling-your-vacation-rental-guest-communication-like-a-pro-067  How to Build Vacation Rental Systems in Your First 30 Days – Episode 125  Learn how repeatable systems for guest messaging, cleaning and other recurring tasks can reduce last-minute problems and stop your vacation rental depending entirely on memory.  https://vacationrentalresolutions.com/2026/06/how-to-build-vacation-rental-systems-in-your-first-30-days-125  🌐 VACATION RENTAL RESOURCES & TOOLKITS  Looking for more practical help with guest experience, operations, pricing, direct bookings and growing your vacation rental business?  Visit Vacation Rental Resolutions and explore the available resources and toolkits:  https://vacationrentalresolutions.com/

    How to Handle Guest Complaints in Your Vacation Rental

  5. Sep 1

    How to Get More 5-Star Reviews for Your Vacation Rental-138

    How to Get More 5-Star Reviews for Your Vacation Rental  Your guest loved their stay. They thanked you, said they'd recommend your vacation rental and promised they'd come back. So why didn't they leave a review?  Getting more five-star vacation rental reviews isn't necessarily about asking guests more often. It's about creating memorable guest experiences, asking at the right moment and making feedback feel like a natural extension of your hospitality rather than another obligation.  In this episode of Vacation Rental Resolutions, Gerry MacPherson explores why perfectly happy guests sometimes disappear without leaving a word—and what vacation rental owners can do about it without chasing, begging or repeatedly reminding them.  ⭐ Why This Matters  Reviews build confidence.  Before travellers book your property, they're looking for reassurance that they're making the right choice.  Positive guest reviews can provide that reassurance.  But there's an important distinction.  Reviews aren't the goal.  Creating an experience guests genuinely want to talk about is the goal.  When you concentrate on communication, reliability, thoughtful hospitality and a smooth guest journey, reviews become a natural outcome of doing the important things well.  🎙️ In This Episode  Gerry explores:  Why happy guests sometimes never leave reviewsWhy a missing review doesn't automatically mean something went wrongFour different types of guests and how they approach reviewsWhy emotion motivates people to share experiencesThe difference between asking for reviews and inviting feedbackWhy timing can matter more than repeated remindersHow to create advocates rather than simply collect reviewersThe four-step Guest Advocacy FrameworkHow to remove uncertainty immediately after bookingWhy your property needs to deliver what your listing promisesHow to stay present during a guest's stay without hoveringWhy gratitude should come before your review requestA simple post-checkout habit that helps identify patterns in the guest experienceYou'll also hear the story of a couple who absolutely loved their stay, promised to recommend the property—and never left a review. When they eventually returned, their explanation was remarkably simple: They meant to. Life just got busy. It's a valuable reminder for every vacation rental owner. Guest silence isn't always disappointment. Sometimes it's simply distraction. ⭐ THE GUEST ADVOCACY FRAMEWORK The episode introduces four stages for turning a good stay into genuine guest advocacy: 1. Remove Doubt From the moment guests book, reassure them that they've made the right decision through warm, clear and helpful communication. 2. Deliver What You Promised Make sure reality matches the expectations created by your listing. Great reviews begin when expectations are met. Exceptional experiences happen when those expectations are quietly exceeded. 3. Stay Present Without Hovering Guests shouldn't have to wonder whether you're available—but they shouldn't feel watched either. Appropriate communication creates confidence. 4. Finish With Gratitude Don't suddenly make checkout all about your review score. Thank your guests first. Then invite them to share their experience. The difference may seem small, but it can completely change how your request feels. 💡 ONE SIMPLE HABIT After every checkout, ask yourself: “What did today's guests teach me?” Write down one thing. A question. A compliment. A frustration. Something they particularly enjoyed. Over time, patterns begin to appear. Those patterns can become your roadmap for improving the guest experience. Reviews tell you what happened. Patterns tell you what to improve. 📥 FREE FIVE-STAR REVIEW ACTION PLAN Want to apply this episode to your own property?Download the Five-Star Review Action Plan.Use it to walk through your guest journey, identify unnecessary friction and discover opportunities to create experiences guests naturally want to talk about.Download the Five-Star Review Action Plan: https://vacationrentalresolutions.com/free-resourses 📥 THE 7-DAY VACATION RENTAL JUMPSTARTIf your vacation rental business feels more reactive than organised, start building stronger systems with The 7-Day Vacation Rental Jumpstart.Download it here:https://vacationrentalresolutions.com/the-7-day-vacation-rental-jumpstart-pdf-download 👤 ABOUT GERRY MACPHERSONGerry MacPherson knows hospitality ownership is not always glamorous. Years ago, he helped operate a small hotel in Halifax, Nova Scotia, where he experienced first-hand the pressure, unpredictability and daily chaos that many independent hospitality owners still face today. Since then, Gerry has spent decades working in hospitality, tourism and hotel operations, visiting properties around the world and learning what genuinely makes independent hospitality businesses succeed. Today, through Vacation Rental Resolutions, Gerry helps vacation rental owners create calmer operations, stronger guest experiences, more direct bookings and less stress through practical systems and honest hospitality conversations. 🎧 WHO VACATION RENTAL RESOLUTIONS IS FOR This podcast is for: New vacation rental hostsExperienced short-term rental ownersIndependent property managersAirbnb and Vrbo hostsOwners trying to improve guest reviewsHosts who want better systems and less day-to-day stressAnyone building a more professional and profitable vacation rental businessEach week, Gerry brings you practical, straightforward conversations about vacation rental management, guest experience, five-star reviews, direct bookings, operations, pricing, marketing and hospitality systems.No unnecessary complexity.Just practical ideas you can apply to your business. 🔔 SUBSCRIBE Make sure to subscribe to Vacation Rental Resolutions so you don't miss the next episode. New episodes are released weekly. If this episode helped you, please share it with another vacation rental owner. And here's today's question: What's one small change you've made that noticeably encouraged more guests to leave reviews? 🌐 RESOURCES & TOOLKITS Visit Vacation Rental Resolutions and explore the resources, guides and vacation rental toolkits: https://vacationrentalresolutions.com/ 📱 CONNECT Facebook Group — Vacation Rental Resolutions

    How to Get More 5-Star Reviews for Your Vacation Rental-138

  6. Aug 25

    How to Get More 5-Star Airbnb Reviews (Without Spending More Money)-137

    Why Do Some Vacation Rentals Always Earn Five-Star Reviews?  Why do some vacation rental owners seem to earn glowing five-star reviews time after time, while others struggle to move beyond four stars?  In this week's episode of the Vacation Rental Resolutions Podcast, you'll discover the simple hospitality principles that consistently create memorable guest experiences and stronger online reviews.  You'll learn why reviews begin long before checkout, how guests really decide what rating they'll leave, and the practical framework that successful hosts use to create stays guests genuinely want to recommend.  If you're an Airbnb host, vacation rental owner, short-term rental manager, or planning your first vacation rental, this episode will help you improve guest satisfaction, strengthen your reputation, increase repeat bookings, and build a more profitable business—without spending a fortune on upgrades.  This is a practical solo episode packed with real-world hospitality advice, simple examples, and actionable ideas you can begin applying immediately.  In this episode you'll discover:  • Why guests make review decisions earlier than most hosts realise  • The Five-Star Review Formula  • How to remove guest stress before it becomes a complaint  • The small details guests remember most  • Why thoughtful hospitality always beats expensive hospitality  • This week's practical guest experience challenge  This Week's Free Resource  📥 The 7-Day Vacation Rental Jumpstart  https://vacationrentalresolutions.com/the-7-day-vacation-rental-jumpstart-pdf-download  You'll also find details in the show notes for the Five-Star Review Action Plan and the From Chaos to Control: The 3 Fixes Every Hotel Owner Needs to Boost Bookings and Cut Stress webinar.  About Gerry MacPherson  Gerry MacPherson knows hotel ownership is not always glamorous.  Years ago, he helped operate a small hotel in Halifax, Nova Scotia, where he experienced first-hand the pressure, unpredictability, and daily chaos that many independent hotel owners still face today.  Since then, Gerry has spent decades working in hospitality, tourism, and hotel operations, visiting properties across the world and learning what truly makes independent hotels succeed.  Today, through Vacation Rental Resolutions, he helps hotel owners create calmer operations, stronger guest experiences, more direct bookings, and less stress through practical systems and honest hospitality conversations.  New Episodes Every Week  Each week we explore practical hospitality topics including:  • Guest experience  • Reviews and reputation  • Direct bookings  • Pricing and revenue management  • Vacation rental operations  • Housekeeping systems  • Marketing  • Hospitality leadership  Make sure you subscribe so you never miss an episode.  Learn More  Website  https://vacationrentalresolutions.com/  Facebook Community  https://www.facebook.com/groups/vacationrentalrsolutions  LinkedIn  https://www.linkedin.com/in/gerrymacpherson/  Instagram  https://www.instagram.com/vacationrentalresolutions  If you enjoyed this episode, please subscribe, leave a review, and share it with another vacation rental owner. Every review helps more hosts discover practical hospitality advice that makes running a vacation rental easier, more profitable, and much less stressful.

    How to Get More 5-Star Airbnb Reviews (Without Spending More Money)-137

  7. Aug 18

    Before Guests Trust Your Property, They Need To Trust You-136

    Free Resources Mentioned The 7-Day Vacation Rental Jumpstart A practical guide to improving your vacation rental business one step at a time. https://vacationrentalresolutions.com/the-7-day-vacation-rental-jumpstart-pdf-download Guest Communication Templates Ready-to-use guest messaging templates covering booking, pre-arrival, check-in, during-stay support, checkout, and post-stay follow-up. Find them in the show notes and at: https://vacationrentalresolutions.com/free-resourses    Airbnb Guest Communication Tips: How to Build Guest Trust  What do guests remember most about how you communicate with them?  Great Airbnb guest communication isn't about sending more messages. It's about sending the right message at the right time—so guests feel confident, cared for, and prepared before they ever arrive at your vacation rental.  In this episode of Vacation Rental Resolutions, Gerry MacPherson explores how better guest communication can reduce uncertainty, prevent repetitive questions, create smoother check-ins, improve the way problems are handled, and build the trust that contributes to better guest experiences and stronger reviews.  WHAT YOU'LL LEARN  Guests rarely remember every message a host sends.  But they remember whether those conversations made them feel looked after.  In this episode, you'll discover:  • Why hospitality begins before check-in • How communication builds guest confidence • Why uncertain guests often ask repeated questions • How to anticipate common guest concerns • Why each guest message should have one clear purpose • How the timing of your messages can matter more than their length • Why silence can make a small guest problem feel much bigger • How to create a predictable communication journey • How templates can save time without making your messages feel robotic • Why automation should create more time for genuine hospitality • How to test your arrival instructions from the guest's point of view • The one guest message you can improve this week  You'll also hear the story of a host whose simple pre-arrival message removed questions before they were asked—and another host whose quick response to a heating failure helped turn a potential guest experience disaster into an excellent review.  The lesson is simple:  Problems happen. Silence makes them worse.  THIS WEEK'S CORNERSTONE QUESTION  What do guests remember most about how we communicate?  Not perfect wording.  Not long emails.  Guests remember whether your communication made them feel cared for.  Clear, timely, thoughtful communication can help guests arrive more relaxed, deal with problems more calmly, and leave remembering the hospitality—not the administration behind it.  WHO THIS EPISODE IS FOR  This episode is for vacation rental owners, Airbnb hosts, short-term rental operators, and independent property owners who want to:  • Deliver better guest experiences • Reduce repetitive guest questions • Make arrivals and check-ins easier • Improve Airbnb guest messaging • Handle guest problems more confidently • Create better communication systems • Generate stronger reviews and repeat bookings • Spend less time reacting and more time running their business  Whether you're preparing to launch your first vacation rental or already managing an established property, these are practical systems you can adapt to your business.  ABOUT GERRY MACPHERSON  Gerry MacPherson knows hospitality ownership is not always glamorous.  Years ago, he helped operate a small hotel in Halifax, Nova Scotia, where he experienced first-hand the pressure, unpredictability, and daily chaos that many independent hospitality owners still face today.  Since then, Gerry has spent decades working in hospitality, tourism, and property operations, visiting properties around the world and learning what truly makes independent hospitality businesses succeed.  Today, through Vacation Rental Resolutions, he helps vacation rental owners create calmer operations, stronger guest experiences, more direct bookings, and less stress through practical systems and honest hospitality conversations.  Vacation Rental Resolutions releases new episodes weekly, covering vacation rental management, guest experience, operations, marketing, direct bookings, pricing, reviews, systems, and the realities of running a successful short-term rental business.  Free Resources Mentioned The 7-Day Vacation Rental Jumpstart A practical guide to improving your vacation rental business one step at a time. https://vacationrentalresolutions.com/the-7-day-vacation-rental-jumpstart-pdf-download Guest Communication Templates Ready-to-use guest messaging templates covering booking, pre-arrival, check-in, during-stay support, checkout, and post-stay follow-up. Find them in the show notes and at: https://vacationrentalresolutions.com/free-resourses  JOIN THE VACATION RENTAL RESOLUTIONS COMMUNITY  Facebook Group: https://www.facebook.com/groups/vacationrentalrsolutions  Instagram: https://www.instagram.com/vacationrentalresolutions  Connect with Gerry MacPherson on LinkedIn: https://www.linkedin.com/in/gerrymacpherson/ Vacation Rental Resolutions: https://vacationrentalresolutions.com/  MAKE SURE TO SUBSCRIBE  Subscribe to Vacation Rental Resolutions wherever you listen to podcasts so you don't miss the next episode.  And if today's conversation helped you, please share the episode with another vacation rental owner or Airbnb host.  KEYWORDS  Airbnb guest communication, Airbnb guest communication tips, Airbnb host tips, vacation rental communication, vacation rental guest experience, Airbnb messaging, vacation rental management, short-term rental management, Airbnb check-in instructions, guest communication templates, Airbnb guest experience, vacation rental reviews, five-star reviews, vacation rental operations, vacation rental host tips

    Before Guests Trust Your Property, They Need To Trust You-136

  8. Aug 11

    What Guests Really Remember About Your Communication (Hint: It Isn't Your Property)-135

    The 7-Day Vacation Rental JumpstartA practical guide to improving your vacation rental business one step at a time.https://vacationrentalresolutions.com/the-7-day-vacation-rental-jumpstart-pdf-download Guest Communication TemplatesReady-to-use guest messaging templates covering booking, pre-arrival, check-in, during-stay support, checkout, and post-stay follow-up.Find them in the show notes and at:https://vacationrentalresolutions.com/free-resourses Airbnb Guest Communication Tips: 4 Moments That Build Trust  What do guests remember most about the way you communicate with them?  In this episode of the Vacation Rental Resolutions Podcast, Gerry MacPherson explores why guest communication shapes the guest experience long before check-in and why the right message at the right time can build trust, reduce stress, and support stronger reviews.  Guests rarely remember every email or text you send.  They remember whether they felt welcomed, informed, and cared for.  That’s the real focus of this episode.  Why This Episode Matters  Vacation rental owners often spend a great deal of time improving furniture, amenities, décor, and pricing.  Those things matter.  But the guest experience starts before anyone walks through the front door.  A slow reply can create doubt.  Confusing arrival instructions can create stress.  Silence during a problem can damage trust.  A warm, well-timed message can do the opposite.  This episode shows you how to improve those moments without spending your day glued to your phone.  Who This Episode Is For  This episode is for:  Vacation rental ownersAirbnb and Vrbo hostsShort-term rental operatorsNew hosts preparing for their first guestsExperienced owners who want stronger reviewsHospitality owners who want smoother guest communicationAnyone tired of answering the same guest questions over and overWhat You’ll LearnGerry walks through four moments that have an outsized impact on how guests remember their stay: The first replyThe check-in messageHow you respond when something goes wrongThe goodbye after checkoutYou’ll also learn a simple five-step communication journey for every reservation: Welcome.Prepare.Check in.Stay helpful.Finish well. The episode also covers how to automate routine guest messaging without making your communication sound cold or robotic.The goal is not more communication.It is better communication. About Gerry MacPherson Gerry MacPherson knows hotel ownership is not always glamorous. Years ago, he helped operate a small hotel in Halifax, Nova Scotia, where he experienced first-hand the pressure, unpredictability, and daily chaos that many independent hotel owners still face today. Since then, Gerry has spent decades working in hospitality, tourism, and hotel operations, visiting properties across the world and learning what truly makes independent hotels succeed. Today, through Vacation Rental Resolutions, he helps hotel owners create calmer operations, stronger guest experiences, more direct bookings, and less stress through practical systems and honest hospitality conversations. Free Resources Mentioned The 7-Day Vacation Rental JumpstartA practical guide to improving your vacation rental business one step at a time.https://vacationrentalresolutions.com/the-7-day-vacation-rental-jumpstart-pdf-download Guest Communication TemplatesReady-to-use guest messaging templates covering booking, pre-arrival, check-in, during-stay support, checkout, and post-stay follow-up.Find them in the show notes and at:https://vacationrentalresolutions.com/free-resourses More Practical ToolsExplore Vacation Rental Resolutions for guest-experience resources, templates, toolkits, webinars, and practical operating systems:https://vacationrentalresolutions.com/ New Episodes Every WeekThe Vacation Rental Resolutions Podcast releases new episodes weekly, with practical conversations around: Guest experienceReviews and reputationVacation rental operationsHousekeepingMaintenancePricingMarketingDirect bookingsSystemsProfitabilityMake sure to subscribe so you don’t miss the next episode. Follow Vacation Rental Resolutions Facebook Group:https://www.facebook.com/groups/vacationrentalrsolutions Gerry MacPherson on LinkedIn:https://www.linkedin.com/in/gerrymacpherson/ Instagram:https://www.instagram.com/vacationrentalresolutions Make Sure to SubscribeIf this episode helped, make sure to subscribe to the podcast.Share it with another vacation rental owner who could use the same advice.And if you’ve got a guest communication challenge, send it through. Your questions often inspire future episodes. Podcast KeywordsAirbnb guest communication, vacation rental podcast, Airbnb host podcast, guest communication tips, vacation rental guest experience, Airbnb guest messages, five-star reviews, guest trust, short-term rental management, vacation rental systems, hospitality communication, Airbnb hosting tips, vacation rental owners, guest satisfaction, guest communication templates

    What Guests Really Remember About Your Communication (Hint: It Isn't Your Property)-135
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Vacation Rental Resolutions is the practical vacation rental management podcast for current and aspiring owners who want more bookings, stronger profits, happier guests and less day-to-day stress. Hosted by hospitality professional Gerry MacPherson, each episode answers a real question vacation rental owners face when starting, managing and growing their properties. You'll discover practical strategies for vacation rental management, Airbnb hosting, pricing, revenue management, direct bookings, vacation rental marketing, guest communication, cleaning and turnovers, maintenance, reviews, technology, AI, systems and profitability. Whether you're managing an established vacation rental, preparing to launch your first property, or looking for ways to improve your existing business, Vacation Rental Resolutions gives you straightforward ideas you can adapt and put to work. No unnecessary jargon. No get-rich-quick promises. Just practical hospitality advice designed to help independent vacation rental owners build better businesses and create better guest experiences. New episodes each week. Follow Vacation Rental Resolutions and start building a more profitable, organised and guest-focused vacation rental business — without the chaos.

Information

  • Creator
    Gerry MacPherson
  • Years Active
    2023 - 2026
  • Episodes
    142
  • Rating
    Clean
  • Copyright
    © Beds, Breakfast & Business | All Rights Reserved
  • Show Website
    Vacation Rental Resolutions