Outperforming Five Star Reviews

Mastering Five-Star Guest Experiences with Casa Cast: The North County San Diego Casago Office

In this episode of Casa Cast, host Steve Schwab sits down with Bert King, Eric Trojan, and David Carter, the owners of the North County San Diego Casago office, to discuss their success in the vacation rental management industry. They explore their two-and-a-half-year journey with Casago, emphasizing their Orange Credo philosophy of exceptional guest care and owner-centric services. 

The team shares their hybrid model inspired by renowned brands like Nordstrom and Costco and luxury hotels such as Four Seasons and Ritz Carlton. The conversation delves into their 11-step process designed to ensure a five-star experience for every guest, highlighting proactive communication, immediate issue resolution, and personal touches that make guests feel valued and seen. The episode also discusses the importance of nurturing relationships with guests, owners, and vendors for long-term success.

00:00 Introduction to Casa Cast
00:17 Meet the Team: North County San Diego Office
00:55 Philosophy and Approach to Guest Services
01:44 Setting Industry Standards
02:58 Building Relationships with Guests
04:09 The Importance of Customer Service
04:52 Creating a Luxury Experience
09:04 The 11-Step Process for Guest Satisfaction
20:11 The Importance of Timely Responses
20:46 Managing Guest Anxiety
21:10 Setting Expectations with Appointments
21:59 Immediate Response and Technical Expertise
22:46 Mid-Stay Check-Ins
23:46 Service Recovery and Guest Relations
25:55 Pre-Checkout Text Message
27:19 The IKEA Effect and Guest Participation
29:25 Checkout Call and Final Impressions
31:32 Prompting for Guest Reviews
32:49 Responding to Reviews
34:23 Reflecting on the Credo
38:12 Final Thoughts and Gratitude