The Bookster Podcast

Bookster
  • 0.0 (0)
  • ENTREPRENEURSHIP
  • UPDATED BIWEEKLY

What is going on at Bookster? Listen to the people behind the SaaS vacation rental platform.

  1. How to Demo

    JAN 27

    How to Demo

    Discover how probing questions transform a standard software walkthrough into a mission-critical solution for a holiday rental business. In this episode of the Bookster podcast, hosts Simon and Robin are joined by Account Manager Jonny to pull back the curtain on the demo: a pivotal moment in the holiday rental software journey. Moving beyond simple feature walkthroughs, the team discusses how demonstrations serve as a mission-critical bridge between a prospect’s problems and a software’s solutions. Key Insights from the Episode: - The Evolution of the Demo: Jonny shares his transition from "feature-focused" presentations to a process centred on "ethical sales" and solving specific pain points. - Probing for Solutions: Learn why asking "What’s made you book a demo now?" is more effective than standard questioning for uncovering hidden business challenges. - Mission-Critical Trust: Robin explains why demos are essential for software that handles the day-to-day running of a business, as they build the rapport and confidence that a pre-recorded video simply cannot. - Qualifying for Success: The team discusses why they occasionally turn clients away or refer them to agencies if the software isn't a perfect fit, ensuring long-term satisfaction over short-term gains. - Handling the "No-Show": A candid look at the "bane" of the sales job (the 20-30% of prospects who go radio silent) and why the team prioritises low barriers to entry. Whether you are a property owner looking to fill your calendar for the 2026 season or a SaaS professional looking to refine your sales funnel, this conversation offers practical advice on using demos to drive genuine business growth. www.booksterhq.com/request-demo

    28 min
  2. The Visitor Levy

    09/19/2025

    The Visitor Levy

    The visitor levy is a Scotland-wide tourist tax implemented first in Edinburgh, charged as a percentage-based fee on short-term rentals for visitors, including tourists and temporary workers. How does the visitor levy work? The Scottish Government created a flexible framework allowing councils to charge the levy in different ways, including a percentage-based model limited to the first five nights of a stay. Challenges Bookster faces with the visitor levy implementation Calculating the levy accurately due to complex pricing structures, handling bookings with multiple guests over different periods, lack of clear guidance on remittance, and the administrative burden pushed onto the industry. The % based model of the visitor levy is problematic It requires integrating the levy calculation with booking prices, including channel markups and extras, and complicates price transparency and payment processes, unlike simpler fixed per-night fees collected at check-in. Issues from the levy applying only to the first five nights Complexity in calculating the levy for longer stays, especially when guests change during the booking, requiring splitting bookings and pro-rata calculations that are difficult to implement. Visitor levy affect the pricing and tax thresholds for hosts? The levy increases turnover, potentially pushing hosts over VAT thresholds, increasing their tax operational complexity, and adding to the cost of services for guests. Hope regarding the future of the visitor levy Hope is that the levy will be delayed or simplified after industry feedback, but preparations must continue due to the imminent start date. How does Bookster plan to handle the technical challenges? Bookster plans to modify its architecture to accommodate levy calculations - this requires significant development and may affect system efficiency. Impact of the visitor levy on Bookster's clients so far Clients are confused and stressed, with some incorrectly charging the levy early, leading to errors and the need for clear guidance and support from Bookster. A Simple Alternative Guests pay the levy directly to a council via a simple payment link / QR code, reducing administrative burden generally.

    33 min
  3. Customer Success

    06/26/2025

    Customer Success

    The team explains the difference between customer success (proactive support) and traditional support (reactive help), highlighting their efforts to engage clients regularly to ensure they utilize all features effectively. We discuss the challenges of reaching clients, especially those who prefer minimal contact, and the significance of maintaining relationships to enhance client satisfaction and retention. We also touch on the onboarding process, the importance of understanding client needs, and the value of referrals. Overall, the conversation underscores Bookster's commitment to customer success as a key driver for both client satisfaction and business growth. What is Customer Success? Ensuring that our clients, who are holiday rental agencies and property managers, get the most out of our software. How does customer success differ from support? Customer Success is proactive, focusing on helping clients maximise their use of the product, while support is reactive, responding to client inquiries and issues as they arise. Do clients like being contacted? It's about 50-50; some clients appreciate proactive contact and look forward to it, while others may prefer to be left alone and don't respond. Methods to keep in touch with clients Bookster uses phone calls, emails, video calls for account reviews, and even has a weekly drop-in call for clients to join and discuss any issues. Time Zones Bookster accommodates clients in different time zones by offering flexible scheduling for calls, often arranging meetings at times that suit the clients. Business Model Importance Customer Success is crucial because retaining clients is more cost-effective than acquiring new ones, and happy clients are more likely to recommend Bookster. What is one unique approach Bookster takes? We emphasise knowing clients personally, which helps in providing tailored support and maintaining strong relationships.

    28 min
  4. Working with Third Party Platforms

    04/15/2025

    Working with Third Party Platforms

    Working with third party service providers as a SaaS product. The Bookster podcast, hosted by Simon and featuring CEO Robin Morris and guest Adam Aaron, discusses the importance and challenges of third-party integrations in their holiday rental software. They explore the benefits of using trusted third-party services like Booking.com and Stripe for payment processing, emphasising the need for strong relationships with these providers to ensure reliability and support. The conversation highlights both positive experiences and challenges faced with various third-party providers, including issues with support and communication that can impact their clients. They conclude by stressing the importance of modular software design to facilitate easier changes in providers and maintaining a focus on delivering a seamless user experience for their clients Positive Experiences Essential services like Booking.com and Stripe, which are crucial for clients' operations and provide peace of mind to end users.  Red Flags Red flags include poorly documented APIs, lack of responsive support, and time zone issues that can delay communication.  Customers Perspective Generally, customers do not care about the third-party providers as long as the product works effectively for their needs. What is an API? An API, or Application Programming Interface, is a set of protocols that allows different software applications to communicate with each other. Poor Experiences Bookster had a negative experience with a provider that promised high service levels but failed to deliver, leading to poor support and client loss. Relationships A good relationship is crucial for ensuring timely support and maintaining the functionality of mission-critical services.

    29 min
  5. Vertical Integration

    03/17/2025

    Vertical Integration

    What does Robin mean by 'Vertical Integration'?

    24 min
  6. Square pegs in round holes?

    10/29/2024

    Square pegs in round holes?

    Host Simon Beattie chats with CEO and Co-founder Robin Morris and Jonny Brannen from our sales team about finding the right customer for Bookster, and Bookster's experience with ensuring the right customers join Bookster. How has Bookster structured its client support and adapted practices over time? What methods and strategies have they implemented to handle customer inquiries effectively? Welcome to the Bookster Podcast, hosted by Simon, offering a deep dive into the operations of Bookster, the SaaS holiday rental software company headquartered in Edinburgh, Scotland. In this episode, Simon speaks with Robin Morris, CEO, and Adam Aaron, the head of client support, to explore Bookster's approach to customer service and support, discussing the systems, practices, and philosophies that ensure clients have a seamless experience with Bookster’s software. The important bits [00:00] - Introduction to today’s episode and the guests [01:10] - Background on the importance of customer support in SaaS [02:25] - Early days: How customer support was managed initially [04:30] - The evolution of support practices post-growth [06:45] - Tools and technology supporting client communication [10:15] - Balancing automation with personal support [13:05] - Insights on managing feedback loops from clients [15:30] - Final thoughts: The future of customer support at Bookster Key takeaways Evolution of support: Robin and Adam explain how Bookster’s client support strategies grew from a basic setup to a more structured system as their customer base expanded. Using technology for efficiency: The Bookster team discusses their integration of CRM and helpdesk tools to streamline communication and ensure prompt responses.  Feedback loops and continuous improvement: Client feedback has been instrumental in shaping Bookster’s offerings. Robin and Adam talk about their method of capturing feedback and applying it to improve the software, creating a feedback loop that actively informs their product development. Conclusion: In an ever-growing digital landscape, Bookster aims to keep client support at the heart of its operations, ensuring that their clients’ needs shape the future of the company. Smashing your goals with holiday rental software

    26 min
  7. Can we work remotely?

    10/16/2024

    Can we work remotely?

    How does Bookster organise its working practices? Has Bookster always offered flexible working and remote working, and how does it work in practice? Welcome to the Bookster Podcast hosted by Simon, discussing the behind-the-scenes operations of the SaaS holiday rental software company Bookster, based in Edinburgh. In this episode, Simon is joined by Robin Morris, CEO, and Adam Aaron, support lead. Together, they explore the topic of remote working at Bookster, how it has evolved over the years, and the shift caused by the COVID-19 pandemic. The important bits [00:00] - Introduction to the episode and guests [01:00] - Overview of today's topic: Remote Working [02:05] - How remote working was done before COVID-19 [03:00] - How COVID-19 changed everything [04:55] - What is the current remote working routine? Key takeaways  Pre-COVID vs Post-COVID remote working: Robin explains that while Bookster had the infrastructure to work remotely even before the pandemic, it was mainly office-based. The COVID-19 crisis led to a near-complete shift to remote working, with team members now primarily working from home. Technological infrastructure: The team used tools like IRC for communication even before more modern solutions became mainstream. Current practices: While some employees still come into the office occasionally, most of the team operates remotely on a daily basis. This has allowed flexibility but also raised questions about productivity and collaboration. Balance and adaptation: The discussion also touches on the challenges of balancing remote work with maintaining team cohesion and ensuring that everyone stays aligned with company goals. Questions answered in this episode ● How has remote working changed at Bookster since COVID-19? ● What tools and systems does Bookster use for remote work? ● How does the company ensure communication and productivity while working remotely? ● What are the pros and cons of remote working for a SaaS company like Bookster? ● How does the team balance in-office and remote work days? Smashing your goals with holiday rental software

    29 min
  8. Creating a product

    10/02/2024

    Creating a product

    How did Bookster create its' software product? Episode Overview: Welcome to the Bookster podcast, where we dive into the journey of building a successful SaaS company for holiday rental management. In this episode, Simon sits down with Robin Morris, CEO and Co-founder of Bookster, a SaaS holiday rental software company based in Edinburgh, Scotland. Join them as they discuss the origins of Bookster, its challenges and successes, and the inner workings of managing a tech-driven rental business. If you're interested in the intersection of software development, property management, and entrepreneurship, this episode is packed with insightful and helpful takeaways. Key Discussion Points: Introduction to Bookster: How Bookster helps holiday rental businesses manage bookings, communication, and marketing. The SaaS Business Model: Insights into Bookster’s subscription-based approach and its relevance to the rental industry. Challenges and Triumphs: Robin shares the biggest obstacles Bookster has faced and how the team overcame them. Tech and Innovation: How technology plays a crucial role in improving customer experience and property management. Advice for Entrepreneurs: Robin’s advice for those starting their journey in the SaaS and rental tech industries. Takeaways: A glimpse into the day-to-day operations of a growing SaaS business. The importance of customer feedback in product development. Strategies for balancing growth with quality service. Robin’s personal tips for aspiring tech entrepreneurs. Bookster website

    30 min
See All (18)

About

What is going on at Bookster? Listen to the people behind the SaaS vacation rental platform.

Information

  • Creator
    Bookster
  • Years Active
    2024 - 2026
  • Episodes
    18
  • Rating
    Clean
  • Copyright
    © 2024 Bookster
  • Show Website
    The Bookster Podcast