Building strong, trust-based relationships with property owners is the cornerstone of successful vacation rental property management. Owners entrust their properties to managers with high expectations for care, communication, and profitability. Yet, fostering these relationships requires more than just operational expertise—it demands empathy, clear processes, and personalized interactions.
In our November ELEVATE Webinar, industry experts Heidi Hart (Foothills Property Management), Sandie Dodson (Beachcomber Vacation Homes), and Kevin Vozar (Vacations for You) shared actionable strategies for improving owner relations. Here are the key lessons and tips to elevate your approach to managing owner relationships.
If you missed the webinar or want to watch it again, you can catch the recording for expert advice from panelists on how they’ve managed challenging scenarios, built trust, and ensured a seamless partnership with property owners.
Successful owner relations start with understanding each owner’s unique needs—whether they view their property as an investment or a cherished family home—and tailoring interactions accordingly. Understanding this distinction is critical to tailoring your approach.
For example, Heidi Hart emphasized the importance of knowing how each owner wants to be communicated with:
"You have to know your owner and what kind of property they have—whether it’s an investment or a home they plan to retire in. That determines how you build the relationship and communicate with them."
By understanding an owner’s motivations, property managers can align their communication and service strategies to meet individual expectations, whether that means focusing on ROI metrics or maintaining the property’s sentimental value.
Effective communication, supported by technology, emerged as a core theme. The panelists agreed that personalized interactions, like sending photos of blooming landscapes or making property visits, are crucial for building trust.
Kevin recommended leveraging robust Customer Relationship Management (CRM) tools to document interactions and streamline communication. "Every touch generates a follow-up," he said, emphasizing the importance of documenting all owner interactions for clarity and continuity.
Sandie shared a practical approach: a centralized email address for homeowners that ensures inquiries are routed to the appropriate team members. This system reduces confusion and ensures consistent, timely responses.
Setting clear expectations during onboarding is critical to avoid misunderstandings. For Sandie Dodson, transparency is key:
"I live by the motto: clear is kind. We’re upfront with owners about what they can expect—revenue, busy seasons, and even limitations like Cannon Beach’s one-reservation-per-14-days rule. This honesty helps us build trust from the beginning."
Sandie and her team are also developing a homeowner handbook to outline everything from revenue expectations to maintenance processes. Heidi echoed this by creating detailed onboarding guides tailored to owner types, ensuring transparency from the outset. By providing owners with comprehensive resources, managers can answer common questions before they arise and establish a strong foundation for the relationship.
When it comes to difficult conversations, the panelists agreed on the importance of trust and transparency. Sandie shared her approach of connecting personally with owners, finding shared interests, and demonstrating care for their property and the community. On the other hand, Kevin and his team take the role of a trusted advisor and encourage setting firm boundaries to protect team members’ work-life balance, stating, "We only work with owners who treat us professionally and courteously." Both approaches, while different, build mutual respect and trust.
Heidi highlighted the role of education in diffusing conflicts, using data and guest feedback to help owners understand necessary changes. For instance, if reviews mention outdated furnishings, presenting this feedback can often inspire updates.
As portfolios grow, the need for automation and streamlined processes becomes essential. Panelists discussed using Breezeway's owner reporting features to showcase their work on properties. Whether conducting pre-owner arrival inspections or sharing maintenance updates, these tools help managers communicate value and transparency to owners.
Breezeway’s enhanced owner reporting features:
From attentive communication to setting clear expectations, the strategies discussed in the webinar underline that strong owner relationships are the foundation of successful property management. By combining personal touches with technology and fostering open, honest communication, managers can meet owners’ needs while maintaining team morale and operational efficiency.