STR Book:ed

Nihal Salah
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STR Book:ed

Welcome to STR Booked, the podcast that unlocks the secrets of short-term rental success. Each week, we chat with vacation rental owners, managers, and industry experts. We cover everything from marketing strategies and direct booking tactics to brand-building and demystifying technologies. If you're ready to boost your short term vacation revenue and scale your business, you're in the right place!

  1. OCT 23

    The true cost of poor onboarding in vacation rental businesses—and how to avoid it

    "The cost of poor onboarding is a lot more than you think" – Heather Bayer In this episode, Heather Bayer, co-founder of the Vacation Rental Business School and long-time industry leader, dives into the importance of hiring and onboarding for vacation rental businesses. Drawing on decades of experience, she explains how onboarding impacts everything from guest experience to community relations—and why getting it wrong can be incredibly costly. Heather shares personal stories, actionable insights, and real-world examples of how finding the right people and ensuring they are properly trained can make or break a business. Key takeaways: Hiring the right people isn't just about skills, it's about alignment with values. Every team member in a vacation rental business is dealing with multiple stakeholders—guests, property owners, the community, and the company. Heather stresses the importance of hiring individuals who can understand and balance these relationships. “One poorly trained employee can undo years of work with a single mistake."Onboarding impacts your bottom line. Heather explains the long-term cost of poor onboarding, from guest dissatisfaction to lost owners, and highlights the hidden financial impact of replacing employees. “Replacing an employee can cost up to three to four times their salary.”Pre-onboarding can set the tone for success. Keeping new hires engaged and excited during the lag between contract signing and start date is crucial. Pre-onboarding materials not only help reduce the time needed for training but also build enthusiasm before the employee even starts.Thrive Essentials offers foundational industry knowledge. Heather introduces her new online course, Thrive Essentials, which is designed to give new hires or those entering the industry a strong foundation in the vacation rental business. From the history of the industry to professional standards and stakeholder relationships, this course can save companies valuable onboarding time.Mentorship is key to integrating new hires. Heather recommends assigning a mentor to each new employee to guide them through the onboarding process, provide support, and answer any questions, particularly when managing remote and virtual assistants.Links mentioned in this episode: Get 50% off the Thrive Essentials course using the code YAPSTONE50 Vacation Rental Formula – Thrive Essentials Download your free 90-day onboarding plan: https://www.vacationrentalformula.com/lm/90-day-onboarding-plan Make sure you subscribe to the podcast to get notified when new episodes come out. If you'd like to be a guest on STR Book:ed, email us at marketing@yapstone.com. STR Book:ed is powered by Yapstone (www.yapstone.com), payment processing for short-term vacation rentals.

    49 min

  2. OCT 16

    The psychology of trust: How to win direct bookings with the right trust signals

    "Trust doesn't just happen; you build it, brick by brick." – Chris Maughan In this episode, Chris Maughan, CEO of I-PRAC, will show you how to build trust in your short-term rental business, explaining why trust is the cornerstone of securing direct bookings and customer loyalty. From spotting fraud to creating a business people rely on, Chris breaks down how I-PRAC is revolutionising the industry by providing a certification system to safeguard both property managers and guests. This conversation offers practical steps on how to position your business for trust-based success and move away from over-reliance on OTAs like Airbnb and Booking.com. Key takeaways: The importance of trust Chris emphasises that uncertainty kills conversion. Guests ask themselves subconscious questions like, “Is my payment safe? Is this company legitimate?” Answering these concerns early and clearly on your website can be the difference between securing a booking or losing it.Trust marketing vs. product marketing Too many property managers focus on product marketing—showing off properties with beautiful photos and flashy discounts—but neglect trust marketing. Building long-term success comes from focusing on trust signals, like certifications, customer testimonials, and transparent policies.Website trust signals matter Your homepage has just seven seconds to make an impression. Incorporating messages like “89% of our guests book direct because they trust us” can transform bounce rates. Chris suggests having a dedicated 'trust page' where visitors can learn about your company’s values, certifications, and safety guarantees.Third-party certifications build confidence Having third-party certification like I-PRAC reassures guests that your business has undergone a robust verification process. It’s one thing to say, “Trust us,” but showing them an external source proves your legitimacy.Understanding guest psychology Guests' journey from visiting your site to booking involves layers of subconscious decision-making. Every step—especially the payment page—needs to reinforce trust. Having logos like I-PRAC visibly present next to the payment button can significantly reduce drop-offs at this stage.Links mentioned: I-PRAC CertificationFind Chris Maughan on LinkedIn: Chris MaughanMake sure you subscribe to the podcast to get notified when new episodes come out. If you'd like to be a guest on STR Book:ed email us at marketing@yapstone.com. STR Book:ed is powered by Yapstone (www.yapstone.com), payment processing for short-term vacation rentals.

    44 min

  3. OCT 11

    The ultimate guide to choosing a payment processor that powers your STR growth

    "If you can automate payments and disbursements, that’s one less headache for you to worry about. It lets you focus on what you’re really good at—creating amazing guest experiences." — Chris Andrews, Senior Director of Global Partnerships at Yapstone. In this episode of STR Booked, Chris Andrews breaks down the complexities of payment processing for short-term rental businesses. From understanding how payments flow through different systems to the importance of cash flow management, Chris provides a roadmap for choosing the right payment partner. Learn how specialised payment processors can help streamline operations, reduce risk, and ultimately improve your guest experiences. Key takeaways: Why payment processors matter A payment processor is critical to ensuring smooth transactions between your guests and your bank. It handles everything from booking deposits to final payments, ensuring you're paid on time while managing the risk between booking and guest stay. "It’s a small part of the journey, but if payments fail, your entire booking process can collapse."The importance of cash flow in STR businesses For newer short-term rental businesses, waiting months to be paid after a booking can cause financial strain. Chris highlights why working with a processor that offers early payouts can make a significant difference in managing cash flow. "Cash flow is king. You need to ensure that you're receiving money as early as possible to maintain liquidity."Disbursements and vendor payments A specialised payment partner can handle more than just guest payments. Chris explains how automating disbursements to vendors like cleaners or maintenance teams can save time and reduce stress. "If your vendors aren’t paid on time, it can hurt your business. Automating this ensures everyone gets what they need, when they need it."Choosing the right payment partner When evaluating payment processors, Chris advises focusing on the onboarding process, ease of integration, and whether the partner understands the specific needs of the short-term rental market. "Look for a payment processor who specialises in your industry. They’ll understand the risks and nuances, which can save you headaches down the line."Managing risk and reserves Risk management is critical in the STR space, especially with long lead times between bookings and check-ins. Chris shares how Yapstone’s understanding of the industry allows for more flexible terms compared to generic providers. "We know the business metrics, so our risk tolerance is better aligned with your business needs."Links mentioned in this episode: YapstoneContact Chris Andrews: candrews@yapstone.com | +44 7956 823036Make sure you subscribe to the podcast to get notified when new episodes come out. If you'd like to be a guest on STR Booked, email us at marketing@yapstone.com.  STR Booked is powered by Yapstone (www.yapstone.com), payment processing for short-term vacation rentals.

    29 min

  4. SEP 30

    How to uncover upsell opportunities to boost your vacation rental revenue

    "I was down $5,000, but I had a problem to solve – and that’s how I built Enso Connect." In this episode of STR Booked, host Nihal Salah chats with Francois Gouelo, co-founder of Enso Connect, about how an unexpected rental disaster turned into a powerful business idea. Francois shares how his experience led him to reshape the guest experience and find solutions to common pain points faced by both guests and property managers. Here’s what you can take away from their insightful conversation: Key takeaways: 1. Turn problems into opportunities Francois' journey started with a $5,000 mistake during a rental stay. Instead of walking away, he saw it as an opportunity to solve a common problem in the short-term rental world: poor guest experiences. His story is a reminder that your biggest challenges can lead to your best ideas. “Find the problem, not the solution – that’s how you build a business.” 2. Personalised upsells can transform your business Are you leaving money on the table? Many hosts fail to take advantage of upselling. From early check-ins to local experiences, offering personalised options can boost guest satisfaction and significantly increase your revenue. "You'd be surprised what guests are willing to pay for if the offer is relevant and well-timed." 3. Automation doesn’t mean losing the human touch Running a short-term rental can be overwhelming, but automation can help streamline operations without compromising on quality. By automating routine tasks like guest communications and booking confirmations, you save time and improve the overall guest experience. “There’s so much that can be automated in hospitality, freeing you up to focus on what matters most.” 4. Retaining guests is as important as acquiring them Generating five-star reviews and repeat bookings is key to long-term success. Building relationships with your guests and leveraging data to understand their needs will keep them coming back to your properties. “A lot of property managers overlook the power of repeat guests and the value they bring to your business.” Links mentioned: Enso ConnectFree guest messaging insights report from Enso Connect: https://ensoconnect.com/messaging-analytics-report/ Make sure you subscribe to the podcast to get notified when new episodes come out. If you'd like to be a guest on STR Booked, email us at marketing@yapstone.com. STR Booked is powered by Yapstone, payment processing for short-term vacation rentals.

    45 min

  5. SEP 23

    How to get the most out of your PMS to unlock hidden revenue, maximise occupancy, and boost profits

    In this episode, Chris Baxter joins us to share his expertise on how self-caterers can streamline operations, boost occupancy, and maximise profits. With years of experience helping short-term rental owners overcome common challenges, Chris provides invaluable tips for those looking to improve efficiency and create memorable guest experiences. Key takeaways: Understand your market with data Leverage local market data to understand booking trends, such as the length of stays, occupancy rates, and demand fluctuations. With this insight, you can adjust your pricing and availability to fit the needs of your area. Use tools to gather key data, but the most important part is to act on what you learn.Maximise revenue with upselling Are you offering extra services or products to your guests? There’s revenue to be found in small upsells like early check-ins, late check-outs, or pet fees. You can also consider partnering with local businesses to offer unique experiences like guided tours or dining vouchers. Upselling doesn’t stop at the point of booking – continue offering value before and during the guest’s stay.Make the most of shorter booking windows With guests booking closer to their travel dates and staying for shorter periods, you need to be prepared to fill those gaps. Focus on creating offers that attract last-minute bookings or midweek stays, and review your pricing strategy to make the most of each booking, even if it’s brief.Choosing the right property management system (PMS) Not all PMS platforms are the same, and choosing the right one for your business is crucial. Look for a PMS that offers flexibility, integrates well with other tools (like payment processors or channel managers), and supports automating repetitive tasks without compromising guest experience. Ensure it’s adaptable to your specific needs, but don’t overload on features you won’t use.Personalise guest communication It’s easy to automate communication, but personalisation is key. Tailor messages to each guest, whether it’s welcoming them back or acknowledging a special occasion like an anniversary. Thoughtful, timely communication can build stronger guest relationships, boost loyalty, and lead to better reviews.Stay on top of regulations and be proactive The short-term rental industry is evolving quickly, and regulation is increasing in many areas. Make sure you stay compliant with local laws by joining industry associations and keeping yourself informed. Associations can provide valuable resources, training, and support to help navigate changing regulations. Being proactive not only protects your business but can also help you stand out as a professional operation.Links mentioned in the episode: Super Control’s website: www.supercontrol.co.uk Super Control events: www.supercontrol.co.uk/events Association of Scotland’s Self-Caterers (ASSC): www.assc.co.ukProfessional Association of Self-Caterers (PASC): www.pascuk.co.ukIrish Self-Catering Federation: www.iscf.ie Make sure you subscribe to the podcast to get notified when new episodes come out. If you'd like to be a guest on STR Booked, email us at marketing@yapstone.com. STR Booked is powered by Yapstone (www.yapstone.com), payment processing for short-term vacation rentals.

    40 min

  6. SEP 16

    Fully booked? Earn money from the guests you turn away

    In this episode of STR Book:ed, Nihal Salah chats with Deborah Labi about her creative journey, embracing ADHD, and her latest venture, Have You Got. Deborah shares how she has built multiple businesses by trusting her instincts and focusing on problem-solving in the short-term rental industry. With Have You Got, she aims to revolutionise guest referrals for property managers, helping them generate revenue from missed bookings while fostering trust through ID verification. Key takeaways: The power of creativity: Deborah calls herself an "Obsessive Compulsive Creator" and shares how realising she has ADHD has fuelled her entrepreneurial drive. She says, “If something sticks, great. If not, it’s okay – the journey is what matters.”The importance of trust in short-term rentals: The Have You Got platform is built around trust. Property managers can refer guests to other managers within a verified network, allowing them to confidently turn away guests they can't accommodate, without sending them to an OTA.Leveraging passive income: Property managers can earn commission by helping guests find accommodation through the Have You Got network, even if they don’t have availability themselves. A simple button on your website could turn a missed opportunity into revenue.Use video to connect with guests: Deborah stresses the importance of connecting with guests through video, from booking confirmation to check-in. "Video makes guests feel cared for, and it keeps you memorable." She shares how a simple video can make a huge impact on guest loyalty and direct bookings.Harnessing technology without losing the human touch: With Have You Got, Deborah is demonstrating how short-term rental businesses can automate many processes while still maintaining trust, personalisation, and that heart-based connection with guests.Links mentioned: Have You Got and The Have You Got NetworkDeborah Labi’s websiteMake sure you subscribe to the podcast to get notified when new episodes come out. If you’d like to be a guest on STR Book, email us at  marketing@yapstone.com. STR Book:ed is powered by Yapstone, payment processing for short-term vacation rentals.

    52 min

  7. SEP 9

    Stronger together: Why SCALE are building a community to fuel STR growth

    "We saw a gap in the short-term rental industry – too many events where you meet lots of people but leave with little value. So, we created Scale to change that."  In this episode, you’ll meet Damian Sheridan and Gianpaolo Vairo, the brains behind Scale Rentals Show. If you’ve ever been to a short-term rental (STR) event and left feeling like you didn’t gain much, their story will resonate with you. Damian and Gianpaolo saw the same problem and decided to do something about it. They’ve created Scale to bring together serious property managers in an environment where genuine connections are made, and everyone leaves with actionable insights. Here’s what you’ll take away from this conversation: How the right community makes all the difference Imagine attending an event where you meet people just like you—managing properties, building teams, and navigating the STR industry full-time. That’s what Damian and Gianpaolo set out to create. They wanted a space for professional property managers to truly connect and learn from each other. It’s about networking with purpose, not just collecting business cards. "We wanted to create a community where everyone has something to give and something to gain," Damian shares.The power of learning from others’ experiences We all love success stories, but Damian and Gianpaolo believe that learning from mistakes is even more powerful. “It’s not about keeping secrets or giving away bookings—it’s about learning from each other’s experiences to make your business more profitable and sustainable,” says Gianpaolo. You’ll hear how STR professionals are not just competitors—they’re part of a community with shared challenges and opportunities.Why direct bookings should be part of your strategy Are you relying too much on online travel agencies (OTAs) for bookings? Damian explains why balancing OTA bookings with a direct booking strategy is vital for long-term success. He’s passionate about the control and repeat business that direct bookings can bring. “It’s not just about saving on commissions—it’s about building your brand and turning one-time guests into loyal customers.”How to tackle industry regulations with collaboration With STR regulations tightening worldwide, Damian and Gianpaolo stress the importance of joining forces with other property managers. “We can’t wait for regulations to shut down businesses. We need to come together, join associations, and make our voices heard,” says Damian. They talk about how property managers can influence local governments and safeguard the future of the STR industry by working together instead of seeing each other as competition.The untapped potential of video reviews Damian is a big believer in using video to capture the guest experience. Think about it—how often are you asked to leave a written review? Video is more authentic, less scripted, and lets the personality of your guests shine through. “Nobody’s asking for video reviews, but when they do, it makes all the difference,” he says. This episode will make you rethink how you collect feedback from your guests.Links mentioned: Scale Rentals ShowScale CommunityEuropean Holiday Home Association (EHHA)ASSC and PASCMake sure you subscribe to the podcast to get notified when new episodes come out. If you’d like to be a guest on STR Booked, email us at marketing@yapstone.com.

    54 min

  8. AUG 27

    The power of passion in property management with Andy Newman

    In this episode of STR Booked, Nihal Salah chats with Andy Newman, the visionary behind Newman Hospitality. Andy shares his fascinating journey from a successful finance career to building a thriving property management business with over 150 properties across the U.S.   We dive deep into his transition, the challenges he faced, and the lessons he learned along the way. Andy’s story is not just about business; it’s about passion, relationships, and the art of hospitality. Whether you’re a seasoned property manager or just curious about the world of short-term rentals, this episode is packed with insights and inspiration.  Key takeaways:  Passion over profit: Andy emphasizes the importance of passion in the property management business. He shares how his love for travel and cultural experiences fueled his transition from finance to hospitality. The power of relationships: Throughout the episode, Andy highlights how building genuine relationships with property owners and guests has been key to his success. It’s not just about business; it’s about creating memorable experiences. Details matter: From hiring a "mattress consultant" to ensure the perfect night's sleep for guests, to designing Instagrammable spaces, Andy reveals how attention to detail can set your properties apart and lead to loyal, repeat guests. Work-life balance: Andy discusses the importance of cultivating free time and how it has surprisingly led to some of his best business opportunities. He encourages property managers to disconnect and find inspiration through travel and hobbies. Evolving your property: Just like car manufacturers tweak their models each year, Andy believes in constantly evolving and upgrading properties to stay ahead of the competition and keep guests coming back. Marketing through guest experiences: Andy talks about the power of guest-driven marketing. When guests have an amazing experience, they naturally become advocates for your property, sharing their experiences and bringing in more business. Connect with Andy Newman:  Website: Newman Hospitality Facebook: Newman Hospitality on Facebook Instagram: Newman Hospitality on Instagram Explore Andy’s properties and get inspired by the attention to detail and the care put into each listing. If you’re looking for a place to stay or ideas to elevate your own short-term rental business, Newman Hospitality is a must-see!  Want to be a guest on STR Booked? If you’re interested in joining the podcast, I’d love to hear from you! Reach out to me at nsalah@yapstone.com to discuss potential topics and share your story.  This podcast is powered by Yapstone, the payment processing solution designed specifically for STR businesses. Make sure to subscribe so you never miss an episode of STR Booked, and stay tuned for more inspiring stories and practical advice from the world of short-term rentals!

    52 min
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About

Welcome to STR Booked, the podcast that unlocks the secrets of short-term rental success. Each week, we chat with vacation rental owners, managers, and industry experts. We cover everything from marketing strategies and direct booking tactics to brand-building and demystifying technologies. If you're ready to boost your short term vacation revenue and scale your business, you're in the right place!

Information

  • Creator
    Nihal Salah
  • Years Active
    2K
  • Episodes
    15
  • Rating
    Clean
  • Copyright
    © 2024 Nihal Salah

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