Creating an exceptional guest experience is more than just providing a clean and comfortable space—it’s about crafting memorable stays that lead to lasting guest loyalty. At our recent ELEVATE 2025 Property Operations Summit, vacation rental experts Jodi Cleer (I Love Vacations), Leslie Adcock (Finger Lakes Premier Properties), Victor Feria (Tangy Management), and Tilly Tilton (Abode Luxury Rentals) shared \ best practices for elevating hospitality, building brand loyalty, and encouraging repeat guests.

Structured around the guest journey—pre-stay, mid-stay, and post-stay—their insights offer practical ways to enhance the guest experience at every stage.

Pre-stay: building excitement and confidence

The pre-stay phase begins the moment a guest books their stay and lasts until they check-in. This stage is crucial for setting expectations, building anticipation, and ensuring guests feel fully prepared for their trip. By proactively addressing potential concerns and offering personalized touches, property managers can create a seamless experience that enhances guest satisfaction and reduces in-stay issues.

• Personalized outreach: Leslie Adcock emphasized the importance of pre-arrival calls to confirm details, answer questions, and ensure guests have everything they need. “A lot of people want to know, ‘Does it have a crockpot?’ It’s all those little details that make their stay,” she explained.
• Concierge introductions: Tilly Tilton recommends immediately introducing guests to concierge services upon booking. “Keeping the excitement high is key. Whether it’s arranging shuttle service, grocery delivery, or baby gear rentals, starting early helps guests look forward to their trip.”
• Curated welcome experiences: Victor Feria shared how his team at Tangy Management sets the tone with customized playlists. “We create a ‘Tangy Radio’ playlist, send it to guests pre-arrival, and have it playing when they enter the home. It’s a small but impactful way to create a ‘wow’ moment.”

Mid-stay: elevating on-site experiences

The mid-stay phase encompasses everything that happens from the moment guests check in until they check out. This is the time when property managers have the greatest opportunity to impress guests, resolve any issues, and create a truly memorable stay. Ensuring smooth communication, offering personalized touches, and being proactive in handling concerns can turn a good stay into a great one.

• VIP check-ins & personal greetings: While many vacation rental managers rely on self-check-in, Abode Luxury Rentals offers in-person welcomes for those who want them. “Meeting guests reduces anxiety and builds trust,” said Tilly. “If they know you, they can’t hate you—so even if an issue arises, they’re more likely to be understanding.”
• Proactive communication: Many guests prefer texting over phone calls. Panelists agreed that a centralized texting system—like Breezeway’s messaging feature—allows for faster, more efficient communication.
• Handling unexpected challenges: Sometimes, things don’t go as planned. Leslie shared a story about one of the hardest situations as a property manager - relocating a guest due to a last-minute issue with the originally booked property. Unfortunately, the property available lacked some of the amenities the guest wanted, so her team went above and beyond, purchasing games and lake toys to replace missing amenities. The result? A five-star review and a loyal repeat guest.

Post-stay: encouraging loyalty and direct bookings

The post-stay phase begins when guests check out and extends through follow-up communications that encourage them to return. This is a critical time to gather feedback, express appreciation, and offer incentives for direct bookings. A strong post-stay strategy can turn first-time guests into lifelong customers.

• Strategic follow-ups: Victor Feria waits a day or two before reaching out for reviews. “Guests need time to settle back into their routine. Then, we follow up with a message 1-2 days after checkout, along with a book-direct offer for their next stay.”
• In-house marketing:Many panelists use physical displays in the home, such as business cards with direct booking discounts.
• Advanced booking programs: Leslie shares that Finger Lakes Premier Properties is launching a streamlined pre-booking system for returning guests. “Many families want the same home for the same week each year. We’re making it easier for them to secure it in advance.”

The reality of refunds: industry poll results

One hot topic during the panel was the increasing expectation for refunds in vacation rentals. The panel shared industry insights based on live poll results from hundreds of attendees:

• Have you seen an increase in refunds?
  • Yes: 53%
  • No: 14%
  • About the same: 33%
• If you’re issuing refunds, what form do they take?
  • Cash: 48%
  • Future stay credit: 27%
  • Local gift card: 3%
  • Other: 22%

The panelists noted that guests now expect flexible cancellation policies, similar to retail and hotel experiences. Some companies are responding with creative alternatives, such as offering future stay credits instead of cash refunds to retain revenue.

Key takeaways: elevating hospitality for long-term success

1. Communicate early and often. Proactively engaging with guests before arrival reduces uncertainty and builds excitement.
2. Make check-in seamless and welcoming. Whether through personalized playlists, in-person greetings, or VIP concierge services, first impressions matter.
3. Handle issues with care and creativity. Going the extra mile—like adding thoughtful amenities—can turn a negative situation into a loyalty-building moment.
4. Encourage direct bookings. Using email marketing, in-home signage, and loyalty incentives increases guest retention.
5. Adapt to refund expectations. Consider offering alternatives like future stay credits to balance guest satisfaction with business sustainability.

By prioritizing guest experience at every stage, vacation rental professionals can create unforgettable stays that keep guests coming back year after year.