There’s a difference between a booking and a stay. Most managers would agree that they’re in the service business, not the booking business. But here’s the truth: in 2025, service alone isn’t enough to win loyalty, repeat guests, or five-star reviews.
That’s because service and hospitality aren’t the same thing. Service is the work that gets done. Hospitality is how that work makes people feel. And in today’s vacation rental market, where guest expectations are higher than ever, the difference between the two has never mattered more.
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Deliver 5-star hospitality |
Service is the what. It’s the essential, task-driven work that happens behind the scenes before, during, and after every guest visit.
Think about it:
Without these basics, the guest experience falls apart. Service is measurable, tangible, and transactional, and it ensures the property is ready and issues are resolved quickly. Done right, service creates the foundation for a smooth stay. Done poorly, it leaves a lasting negative impression.
And this workload is only getting heavier. Breezeway’s State of Work Report found that in 2025, 73% of operators complete more than 50 tasks per week, and more than half of large operators handle over 100 tasks weekly.
Hospitality is the how. It’s the emotional connection that comes when service is delivered with care, attention, and a human touch.
Hospitality shows up in the details:
Unlike service, hospitality isn’t transactional, it’s relational. It’s not about the checklist; it’s about the feeling guests carry with them when they leave. That’s why hospitality can’t be automated. It requires people, effort, and intention.
The people behind the properties matter. Cleaners, maintenance techs, inspectors, and guest services all play a crucial role in hospitality. Most operators in this industry say their drive comes from delivering great guest and owner experiences, and one-third cite personal pride in their work as their primary motivator. They take ownership in the details because they know their efforts directly shape how guests feel and whether owners trust them with their properties.
Five years ago, guests booked short-term rentals for their uniqueness and charm. A squeaky door or a missing light bulb might have been overlooked. Not anymore.
Today’s guests expect professional standards equal to (or higher than) hotels. Owners are more demanding, too. And unlike hotels, vacation rentals have zero margin for error; if something goes wrong, you can’t just move a guest to another unit down the hall.
According to our State of Work Report, in 2025, 85.5% of operators say guest expectations have increased in the past 1–2 years. Even small slip-ups, like an item left in a drawer or a malfunctioning lock, can now snowball into negative reviews.
This pressure means operators can’t stop at service. Flawless operations are non-negotiable, but the extra step, the hospitality, is what earns loyalty, repeat stays, and glowing reviews. In a crowded, competitive market, hospitality is the edge that sets your business apart.
Technology is often seen as a solution to the challenges of managing properties. 85.8% of operators agree that technology makes their jobs easier, and 47.8% report that more than half of their workflows are already automated. And while tools are essential, they can’t replace the human element of hospitality. In fact, only 3.6% of operators fear AI will replace their role. Most see it as reshaping specific tasks and helping to drive efficiency in their work.
Here’s how to think about the balance:
The future isn’t about automating away hospitality; it’s about using technology to empower people to deliver it. Operators are finding the right balance where repetitive tasks are streamlined and people can focus on the personal touches and problem-solving that define hospitality.
At Breezeway, we believe smart technology means giving managers the control, visibility, and tools they need to get the work done right, on time, every time, while leaving room for the human touches that turn service into hospitality.
Bookings fuel revenue, but it’s the service and hospitality you deliver that define your business. Managers who understand this distinction and equip their teams with the right tools will not only meet rising guest expectations but thrive in 2025 and beyond.
Yes, hospitality is harder than ever. But it’s also more valuable than ever. And with the right balance of process, technology, and people, you can deliver stays that guests and owners never forget.