🌅 From Tragedy to 93 Doors: How One Operator Built Ocean City’s #1 STR Brand With Steve Resnick “It’s not happening to you. It’s happening for you.” — Steve Resnick There’s a moment in this episode where Steve casually mentions a poster board hanging on his bedroom door — 120 little squares, each one waiting for a sticker that represents a new property under management. Every morning, he sees the squares. Every morning, he asks himself the same question: what do I need to do today to get closer to the goal? That single image tells you almost everything you need to know about how Steve Resnick operates. In a short-term rental industry full of operators chasing growth in every direction, Steve’s discipline is almost old-school. Pick a number. Make it visible. Make decisions through it. This conversation digs into how that focus translated into 93 properties in Ocean City, New Jersey — and what it actually takes to deliver consistent five-star experiences at that scale. 🏖️ 👤 Meet Steve Resnick Steve Resnick is the visionary founder and CEO of HeavenlyRez Vacation Rentals, the fastest-growing short-term rental company in Ocean City, New Jersey. He has redefined what modern hospitality looks like — blending technology, heart, and human connection to deliver a five-star experience for both guests and homeowners. Under his leadership, HeavenlyRez was ranked #1 Property Management Company by AirDNA in 2025 for the Ocean City, NJ market and has earned thousands of five-star reviews — the most in the region. The company maintains an industry-leading 6.5-minute average response time and offers 24/7 guest and owner support. Steve is a Certified Short-Term Rental Co-Host, Multi-Year Golden Host Award Winner, and STR Secrets Boardroom Member. He’s been featured on multiple short-term rental podcasts, served as a panel speaker at the STR Wealth Conference, and is a #1 Best Selling Author for his contribution to Hospitable Hosts: Couples Edition. 🧭 The Origin Story Behind HeavenlyRez Steve’s path into hospitality wasn’t planned. After more than 20 years in technology program management at a major financial institution, he and his wife Kim bought a beach property in Ocean City in 2015 — somewhere to make memories with their young daughter. Then came tragedy. Their four-year-old daughter passed away. The property they’d planned to fill with family vacations became something else entirely: a place to rebuild. When they eventually had another daughter, they returned to Ocean City and started thinking about creating that experience for other families. Frustrated with the local management company handling their rental, Steve took it over himself — and the numbers immediately spoke for themselves. One property became three. Then COVID hit. Then a neck injury sidelined him from his corporate role. He used the recovery time to get his realtor’s license, build a vision, and commit fully to the business that had been quietly growing on the side. Three years later, he’s at 93 doors with a clear runway to 120 by the end of 2026. The chapter he co-authored in Hospitable Hosts: Couples Edition is appropriately titled Never Let a Good Crisis Go to Waste. 🌊 🎯 The Vision Board That Drives Every Decision The poster board on Steve’s bedroom door isn’t just motivational decor. It’s a decision-making framework. When he started hiring, he didn’t hire for where the business was — he hired for where it was going. When he evaluated whether to lease a 5,800-square-foot commercial building (the new HeavenlyRez Hospitality Hub), the question wasn’t do I need this today? It was will I need this at 120 doors and beyond? This is the kind of forward-looking discipline that’s easy to nod along with and surprisingly hard to execute. Most operators react. Steve plans the gap between current state and target state, then closes it methodically. For more on this mindset shift, the scaling a short-term rental business with systems breakdown covers why infrastructure has to outrun door count. 🏢 Why HeavenlyRez Built a Centralized Hospitality Hub One of the most fascinating operational decisions Steve shares is the move toward centralizing inventory and amenities in a dedicated facility — instead of relying on owner closets at each individual property. His logic is brutally honest: every property is essentially a separate warehouse. Owners leave closets unlocked. Cleaners can’t always control what guests take. Inventory levels vary by location. At three properties, you can manage that chaos. At 93, you can’t. By consolidating amenities — standardized Keurig and drip coffee makers, beach chairs, beach tags, luxury essential kits with shampoo and conditioner, paper goods, even pizza cutters — into one central hub, HeavenlyRez removes variability from the guest experience. A guest who books a beachfront condo gets the exact same amenity standard as one who books a bayfront unit. “The most important thing for a guest is their first impression. Is it clean? Is it consistent? When you go to a Marriott, you always know what you’re getting. I wanted that for every single one of our properties.” This kind of standardization is also why HeavenlyRez doesn’t take properties outside Ocean City. Geographic focus isn’t a limitation — it’s the unlock. The team, the warehouse, the SOPs, and the cleaning crews are all built around one market. 🛠️ Inside the HeavenlyRez Tech Stack Steve’s background in technology shows up in nearly every layer of the operation. The current stack includes: The smart device layer alone is doing meaningful work. Unique guest codes are auto-generated and activated only during the check-in window. Thermostats automatically shift to eco mode the moment a guest checks out. Door sensors shut off the AC if the patio door is left open for more than 10 minutes. Water sensors have prevented countless leaks before they became real damage. This is the kind of infrastructure that enables HeavenlyRez to deliver a 6.5-minute average response time — because the system flags problems before guests or owners ever have to. 🤖 Where AI Fits Into the Operation The most forward-leaning part of the conversation is about AI.

“Don’t give up. People give up too early — and it usually doesn’t make sense to.” — Suzanne Hacker Robinson 🌴 What if the quiet, unsexy part of hosting — the checklists, the naming, the tiny intentional touches — is actually what separates a one-and-done guest from one who books direct every year? In this episode of the Booked Solid Show, Gil sits down with Suzanne Hacker Robinson, founder of Welcoming Wow and a former 25-year banking executive who now manages 25 vacation rental properties in Florida. Suzanne shares why operations quietly runs the whole show, how a single ping on her smartwatch reshaped her entire hosting philosophy, and the simple direct booking moves any host can start this week — no agency build required. 🏡✨ This one’s for anyone who keeps waiting for their portfolio to be “big enough” before starting to invest in direct bookings. Suzanne makes a humble, grounded case for just starting — and keeping it simple. Summary and Highlights 👋 Meet Suzanne Hacker Robinson As the founder of Welcoming Wow, Suzanne helps hosts and investors create vacation rentals that not only look beautiful but run beautifully. Her 25-year banking background — where she led 17 locations and managed teams across lending, marketing, and operations — gives clients the tools to grow their revenue while designing spaces that reflect warmth, inclusivity, and intention. Suzanne believes every successful vacation rental home starts with clarity: a clear guest experience, clear systems, and a clear vision of what makes your property special. That’s why she brings a mix of business strategy, marketing know-how, and design insight to every project — helping owners launch faster and perform better. At the heart of her work is a simple philosophy: hospitality isn’t just about pretty spaces or perfect reviews — it’s about connection, understanding, and creative experiences that make people feel like they belong. 💚 🧠 Operations Is the Quiet Engine Behind Every Great Stay Suzanne is wired for systems. She jokes that her banking brain is probably why she can’t function without symmetry — right down to how the pillows and towels are staged on turnover day. But there’s a deeper point in there for anyone scaling past their first property: the invisible stuff is what guests actually notice. They rarely tell you when the toilet paper is stocked. They absolutely tell you when it’s not. This is where so many hosts under-invest. Licensing. Tax filings. Inspection requirements. The Wisconsin state inspector who literally trained Suzanne on how to make a bed. Gil admitted he learned the operations lesson the hard way — buying a second property a year later and realizing he hadn’t documented a single step from the first launch. Eight steps across permits, fire marshals, and health inspectors. Gone from memory. The fix is boring and powerful: write it all down. Screenshots. Direct links to PMS reports. Tax deadlines by market. The kind of documentation that makes adding your next property feel like a workflow, not a panic. For operators thinking past one or two doors, this is exactly the kind of infrastructure explored in scaling a short-term rental business starts with systems, not more properties. 🌐 Start With the URL — Even If the Website Isn’t “Ready” When Gil asked Suzanne where she’d tell a host to start with direct bookings, her answer was refreshingly simple: claim your domain. Your own URL does more than make you look legit. It builds site authority over time. It works with your Google Business Profile. It lives on your QR codes, business cards, Instagram bio, and welcome book — all pointing to one place that actually belongs to you. Even if your first site is basic, the domain is the foundation everything else compounds on. Suzanne’s property runs on www.privacyinthepalms.com. She picked that domain before the site was beautiful, and she’s been able to build everything else around it. Gil added a small but easily-missed warning: don’t anchor your brand to a service URL you don’t control. Printed business cards with a QR code that routes to a subdomain you’ll eventually leave? A Linktree you don’t own? Those become dead ends the moment you switch tools. 🏷️ The Naming Move Most Hosts Get Wrong Suzanne named her Florida property Privacy in the Palms — a name that actually matches the experience and, crucially, doesn’t overlap with anyone else. Gil shared his own lesson the other way around. His first cabin in Gatlinburg was called Cozy Creek Cabin. Great vibe, terrible for search. Three other Cozy Creek Cabins already existed in the same market. Anyone trying to find his property on Google was walking into noise. The fix: before you commit to a name, search it. Across Google. Across Instagram. Across Airbnb. If someone remembers your name after their stay, you want them to land on your listing, not someone else’s. This is the kind of foundational work that makes later SEO and AI search actually pay off — a principle explored more in how to optimize your short-term rental SEO for Google, ChatGPT, and AI search. 📧 The Email List You Already Have (And the One You’re Not Using) Suzanne’s been capturing guest emails through StayFi for four years. The list is modest — around 170 guests, largely because her stays run three nights to three months. But here’s the honest part: she hasn’t been nurturing it. That came up in the conversation, and Gil walked through how he thinks about marketing emails — not as spam, but as a long slow conversation. A few principles worth borrowing: Most importantly: repeat guests aren’t always the same-season travelers. A family visiting in summer probably isn’t coming back for winter. Your nurture cadence should match their real-life rhythm, not your calendar. For hosts still building the mechanics underneath this, the complete guide to collecting guest emails for short-term rentals is a good companion read. 🎟️ Give Them Something to Take Home Suzanne keeps branded takeaways in every property — a business-card-sized

“You have to really get under the cover of knowing who it is you’re trying to attract. If you don’t know that, you are not going to succeed.” — Suzy Turnbull How does a single-property host in Panama grow from 10% to 80% direct bookings in just over two years? In this episode of Booked Solid, Gil sits down with Suzy Turnbull, author of 5-Star Hosting Made Simple and a former marketing executive who turned her Buenaventura villa into a thriving direct booking business. Suzy shares the exact progression of her direct booking growth year by year, the infrastructure she wishes she’d built sooner, how a single conversation with Canadian birdwatchers reshaped her entire guest experience, and why hospitality — not just tactics — is the real engine behind repeat bookings. If you’re a host or property manager who wants to move beyond OTA dependency but doesn’t know where to start, this one’s for you. Summary and Highlights 🌱 Meet Suzy Turnbull Suzy Turnbull is the author of 5-Star Hosting Made Simple, a practical guidebook for independent short-term rental hosts with one to four properties. Her background is firmly rooted in marketing — she holds a Master’s in Digital Marketing from the IDM in London and has spent the last few years expanding her expertise into AI for marketing, with a focus on the practical use of generative AI tools for small business owners. Before becoming an author and consultant, Suzy spent seven years running a highly successful five-star short-term rental in Panama, Central America. She started with no prior industry experience, built the business from the ground up, and eventually moved it from hobby hosting into a full-fledged professional operation. Today, she combines that real-world hosting experience with her marketing expertise to help independent hosts simplify operations, build trust, and create standout guest experiences. Before our conversation, Gil and Suzy had met briefly, and it was clear almost immediately that she had packaged years of hard-won lessons into something genuinely useful for the industry. This episode is an attempt to unpack some of those lessons — especially the ones that helped her grow direct bookings from barely anything to 80% of total reservations. 💡 Why Direct Bookings in Short-Term Rentals Demand a Marketing Mindset One of the first things Suzy emphasized is that marketing isn’t a separate activity you bolt on once your site is live. It’s the foundation of the whole operation. And most hosts, she noted, shy away from it — not because they don’t care, but because it feels overwhelming. “They find it painful to think about how to do this,” Suzy told Gil. “Most people don’t know how to do that.” Her message throughout the conversation was that direct bookings in short-term rentals don’t happen because you built a nice website. They happen because you did the research, defined your ideal guest, understood your competition, and crafted a clear offer around a specific person you wanted to attract. Everything else follows from there. This echoes what CraftedStays has written about using your ideal guest avatar as an acquisition strategy — a decision that shapes every downstream choice you make. 📈 The Real Timeline: From 10% to 80% Direct Bookings Suzy walked Gil through the actual year-by-year progression of her direct booking growth, and this part is worth paying attention to because it’s refreshingly honest. Year one, roughly 10% of her bookings were direct. Year two, she hit around 30% — below her own target but steady. It was in the final six months of her operation that direct bookings jumped to 80%. And she was candid: sustaining 80% long-term would have been difficult. A more realistic mature state, she said, was probably 60–70%. What drove the acceleration? A combination of search visibility, Google Maps presence, guests finding her villa’s name in OTA listings and searching for it directly, and a growing pool of repeat bookers from Canada who loved escaping winter in Buenaventura. For hosts wondering how realistic direct booking growth looks, this guide on building a scalable direct booking strategy pairs nicely with Suzy’s real-world numbers. 🧱 The Infrastructure Suzy Wishes She’d Built Sooner Suzy’s biggest regret? Waiting six months to launch her direct booking website. She told Gil she missed real opportunity in those early months — and she wants other hosts to learn from it. Before accepting direct bookings, she laid down a few non-negotiables: On mobile especially, reducing friction is everything. CraftedStays’ PEF Framework for mobile booking covers what that looks like in practice. 🐦 The Birdwatcher Story (And What It Taught Her About Listening) One of the best moments in the conversation came when Suzy described a group of Canadian birdwatchers who stayed at her villa. They casually mentioned they’d spotted 40 bird species during their stay. Instead of filing that away as a cute anecdote, Suzy acted on it. She bought a bird-spotting telescope, stocked a bird guide, and created a downloadable “how many birds can you spot?” checklist. She wrote blog content around it. She leaned into a niche within her niche. That one piece of guest feedback turned into a durable marketing asset — and a clearer sense of who her property was actually for. Her advice to every host: read your reviews carefully. The sentiment is always there. And don’t stop at your own reviews. Look at two or three of your closest competitors’ reviews too. The nuggets hiding in there are genuinely useful for sharpening your positioning. 🛏️ The Smallest Change That Made the Biggest Difference When Suzy’s family decided to morph from hobby hosting into a full-time operation, they raised their standards. The simplest change they made? Upgrading to high-quality beds that could be configured as either twins or a king. It sounds trivial. It wasn’t. Guests loved being asked how they wanted the bed configured. It signaled hospitality. It signaled care. And it expanded who the property could realistically serve — from couples to families to friend groups — without changing a

Most hosts launch a direct booking site and then wait. They post occasionally. They hope something goes viral. And when bookings don’t come, they quietly go back to Airbnb. Emily Lethgo built something different — and she did it in the Smoky Mountains, one of the most competitive short-term rental markets in the country. Starting with a single cabin and a marketing background, she spotted a gap that most operators still haven’t filled: the space between having a great property and actually getting people to discover it. In this episode of the Booked Solid Show, Emily shares how she went from a Facebook post offering to photograph 10 cabins for free, to building Matchpoint Socials — a boutique, full-service marketing agency working exclusively with short-term rental brands. She opens up about what consistency really looks like in practice, why a viral post is actually the worst thing to chase, how she structures her team so every client gets five specialists instead of one overloaded generalist, and what she tells hosts who are wondering whether social media is actually worth the effort. If you’ve ever felt like you’re doing all the right things but not seeing traction — this one’s for you. Summary Highlights 👤 About Emily Lethgo Emily Lethgo is the founder of Matchpoint Socials, a boutique social media marketing agency built exclusively for experience-led short-term rental brands. Based in Knoxville, Tennessee, Emily and her seven-person team serve as a full outsourced marketing department for vacation rental operators who want consistent visibility — without having to figure it all out themselves. Her journey into this niche wasn’t planned. After purchasing a cabin in the Smoky Mountains in 2021, Emily started sharing the journey on social media the way she naturally knew how — through her marketing background. Within weeks, she had an email list of people asking to be notified when the cabin went live. That moment crystallized something important: hosts were building beautiful properties but leaving the demand-generation piece almost entirely to Airbnb. She started with a bold move — posting in a Smoky Mountain STR Facebook group and offering free content creation to 10 hosts. Over 50 people responded. She handpicked her portfolio, spent the next month visiting properties, and the rest, as she puts it, just took off. Today, Matchpoint Socials offers a full suite of services: organic social media management, paid ads, email marketing, and influencer coordination. Emily’s team structure is intentional — one graphic designer, one social media manager, one strategist, and specialists in each lane — so every client gets a focused team rather than a stretched-thin generalist. You can connect with Emily at: 🔗 Instagram: @emilylethgo | @matchpointsocials 🌐 Website: www.matchpointsocials.com 🔑 Key Takeaways from This Episode 🚫 Stop Chasing Virality — Start Building a System One of Emily’s most grounding pieces of advice: virality is exciting, but it’s not a strategy. She’s watched clients go viral and still not see a meaningful uptick in bookings — because the foundation wasn’t there to capture it. What actually works? Showing up consistently. Every week. With posts that have a clear hook, a clear call to action, and a specific person in mind. As Emily puts it, every post should have a purpose. If you can’t answer “who am I talking to right now and what do I want them to do?” before you hit publish — it’s not ready. This connects directly to what so many hosts discover when they start working on social media content strategies that drive direct bookings: consistency compounds. A viral post is a spike. A system is a slope. 📐 Quality Over Quantity — Always Emily pushes back hard on the idea that more content equals more results. She’d rather a host publish 12 intentional, well-crafted posts per month than 30 rushed ones. The goal isn’t volume — it’s impact per post. This is especially important for hosts managing everything themselves. The pressure to post daily is real, but it often leads to content that doesn’t convert. Emily’s team evaluates every piece of content through a simple lens: does this make someone stop scrolling, feel something, and take action? If the answer is no, it doesn’t go out. 🎯 Know Your Ideal Guest Before You Create Anything Before you open your camera or type a caption, you need to know who you’re creating for. Emily makes this clear to every new client: the content strategy is only as strong as the clarity around the guest avatar. This shapes everything — the hook, the format, the platform, the tone. A property targeting romantic couples in the mountains is going to look and sound completely different from one targeting large family reunions. When you write to everyone, you reach no one. Copywriting for direct booking sites follows the same principle — and so does every post that’s going to send traffic to that site. 📈 The Marketing Channels That Actually Compound Emily’s agency has evolved well beyond posting. Over the past year, she’s expanded into three core add-ons that she now sees as essential pillars of a complete direct booking strategy: Paid Ads: Organic is the foundation, but ads amplify what’s already working. Emily encourages hosts to get their organic content performing first — then layer in paid spend to accelerate reach. Email Marketing: This is where the long game really pays off. Unlike social media, where reach is algorithm-dependent, an email list is owned. Every subscriber is someone who raised their hand. Emily’s team tracks click rates and engagement closely, making email one of the most measurable channels they manage. If you want to understand how email fits into a broader direct booking strategy, the complete guide to collecting guest emails is worth reading. Influencer Coordination: What makes Matchpoint Socials’ approach different here is the Rolodex model. Instead of one-off partnerships, Emily’s team builds ongoing relationships with vetted influencers. When a new client needs one, she already knows who’s a fit, what they’ve delivered, and what to expect. Unique

“Take the cheat code — go find someone who’s done it, who’s done it well, and learn from them.” — Dan Rivers If you’ve been thinking about revenue management as a single lever you pull once in a while, this episode is going to shift your perspective. Dan Rivers has been in real estate since 2005, navigating everything from high-rise condo management on the beach to flipping homes to building a thriving short-term rental portfolio — and he’s learned most of it the hard way. Today, as co-founder of SynergyStays, a revenue management company serving STR operators in the U.S. and Mexico, Dan brings a no-fluff, results-first approach to how operators think about revenue, occupancy, and direct bookings. In this episode of Booked Solid, Dan and Gil go deep on what it actually takes to stop being just “good” and start being great at running a short-term rental business. You’ll hear how Dan transitioned from acquiring more and more doors to building a scalable business designed around his lifestyle, why revenue management is far more than nightly pricing, and how pushing your clients toward direct bookings is becoming a non-negotiable part of any solid revenue strategy. Summary and Highlights 👤 About Dan Rivers Dan Rivers is the co-founder and Business Development Manager at SynergyStays, a short-term rental revenue management company helping investors and property managers maximize profitability. With nearly 20 years in real estate, Dan has facilitated over $100 million in transactions spanning traditional sales, fix-and-flips, long-term rentals, commercial properties, and short-term rental management. His background spans large-scale property management on the beach to high-rise condo portfolios, and he’s since channeled that experience into building a revenue-focused company alongside partners Mike and Jake. Beyond real estate, Dan is a devoted family man, an avid world traveler, and someone who deeply believes in building a business that works with his life — not the other way around. He’s operated in markets across the U.S. and Mexico, and SynergyStays currently serves operators from Charleston, South Carolina to Pittsburgh and beyond. 🔑 What You’ll Learn From This Episode 🏗️ From Shiny Object Syndrome to Strategic Focus Dan’s journey through real estate mirrors a path a lot of operators recognize. He’s done flips that netted a million dollars and flips that cost him $80,000. He’s chased strategies he found on BiggerPockets and learned — sometimes painfully — that chasing everything often means mastering nothing. His word of the year is “focus.” And that wasn’t an arbitrary choice. It came after years of spreading across multiple strategies, being good at many things but never great at any single one. What changed was recognizing that true scale comes from identifying where you add the most value and going all in there. For Dan, that place is revenue management. His partner brings over a decade of experience in the craft, and Dan brings the business development engine. Together, SynergyStays positions itself as the golden shovel — not the one digging for gold, but the one everyone who’s digging needs. 📊 Revenue Management Is More Than Pricing This is the part of the conversation most operators need to hear. When Gil and Dan talk about revenue management, they’re not talking about setting a minimum nightly rate and letting dynamic pricing do the rest. SynergyStays takes a comprehensive approach that includes: Cancellation policies — Dan points out that overly strict policies are quietly hurting operators. If you’re heavily reliant on OTAs, a stringent cancellation policy affects your search algorithm placement, which directly impacts your occupancy. Loosening your policy can feel like a risk, but it often opens up more booking opportunities than it closes. AB testing listing elements — Photos, titles, descriptions, and length-of-stay minimums are all tested and iterated on a regular basis. Every Monday, the SynergyStays team reviews what booked over the weekend, what could have been priced better, and what they want to test next. Weekday occupancy strategies — Dan shares how his team identified open weekdays across their client portfolio in January and built a specific strategy around them. The result? An 18% year-over-year increase in weekday occupancy for March — booked 30 to 45 days in advance, not last minute with heavy discounts. Guest ratings as a revenue lever — Every 0.1% drop below a 5-star rating can cost an operator up to 10% in revenue potential. That’s not a number to ignore, especially as Airbnb’s algorithm continues to evolve. If you want to go deeper on how listing optimization and OTA positioning affect your overall performance, this piece on vacation rental marketing strategies is worth reading alongside this episode. 🌟 Superhost Is Out. Guest Favorite Is In. Here’s something a lot of operators haven’t caught on to yet: Superhost is no longer the primary signal Airbnb’s algorithm is rewarding. Dan and his team are seeing a clear shift toward Guest Favorite as the badge that actually moves the needle on search placement and bookability. What goes into Guest Favorite? It’s not as simple as a high star rating. Dan and Gil walk through what they’re observing: This is exactly why relying on any single signal is risky. The algorithm is always moving. You need someone — whether that’s a revenue manager or yourself — actively watching it. And as Dan points out, if your direct booking volume starts pulling guests away from Airbnb for stretches of time, that could affect your visibility there too. It’s a balance worth managing intentionally, not accidentally. For more context on how Airbnb’s policy changes are reshaping the landscape for operators, check out this breakdown of Airbnb’s 2025 changes. 📧 Orphan Nights, Email Lists, and the Direct Booking Advantage This is where the conversation gets really tactical. Dan and Gil both operate in a world where OTA dependency is a risk, not a strategy. One of the clearest examples they discuss is orphan nights — those one or two open days sandwiched between existing bookings. On an OTA, filling orphan nights usually means racing to the bottom

“Guests want and deserve answers instantly — and when you learn the art of great communication, they’ll keep talking to Zoe even after they find out she’s AI.” — Sabrina Mulligan What happens when a guest asks mid-conversation, “Are you AI or human?” — and then just keeps chatting anyway? That’s not a glitch. That’s the goal. In this episode of the Booked Solid Show, Gil sits down with Sabrina Mulligan, AI-First Hospitality Brand Strategist at Zzzing — a tech-driven hospitality brand managing over 550 keys across hotels, vacation rentals, and boutique guesthouses in Malta. Sabrina has spent the last three years at the intersection of brand, guest experience, and AI, building systems that let a growing portfolio still feel personal, local, and boutique. What unfolds in this conversation is genuinely rare. This isn’t a surface-level talk about chatbots saving time. Sabrina walks through exactly how she built an AI character named Zoe, how she earned her team’s trust, and how that trust translated into 80–85% of all guest and owner communication being handled by AI — without losing the brand’s soul. Whether you’re just starting to explore AI for guest communication in short-term rentals or you’re already using automation and want to level up the experience, this episode will shift how you think about hospitality in the age of AI. Summary and Highlights 👤 Meet Sabrina Mulligan Sabrina Mulligan is an AI-First Hospitality Brand Strategist at Zzzing, a tech-driven hospitality brand in Malta managing a diverse portfolio of hotels, vacation rentals, and boutique guesthouses. Over the past three years, she has scaled the portfolio from 50 to 550+ keys while keeping the brand deeply guest-centric. Before hospitality, Sabrina spent a decade in media and another decade partnering with global tech brands through the ICE Campus in the Mediterranean. That combination gave her a rare lens — what can technology do for hospitality without losing its soul? She’s also an award-winning children’s book author, and if you listen closely, you’ll hear that creative instinct woven into everything from how she writes AI policies to how she thinks about the feelings a guest experiences from the moment they book. Connect with Sabrina on LinkedIn: linkedin.com/in/sabrinamulligan 🤖 Zoe: Building an AI That Sounds Like Your Brand When Sabrina started Zzzing’s AI journey about 11 months before this recording, the first challenge wasn’t technical. It was cultural. Her team worried that AI would make the brand feel cold. That it would hallucinate. That guests would notice. So before a single policy was written, Sabrina did something unusual — she introduced the team to Zoe as a character. She ran exercises with the team: What does Zoe look like? What are her three favorite actresses? What personality traits does she have? How does she handle empathy? Local expertise? Friendliness? The result wasn’t just a persona. It was alignment — a shared understanding of who Zoe is and what she stands for. And that internal clarity made everything that followed easier. The team became collaborators in Zoe’s development rather than skeptics watching from the sidelines. Today, Zoe handles roughly 80–85% of all guest communication — and owner communication too, which Sabrina describes as an even quicker win. Want to know how she structured that and what policies made the difference? That’s exactly what Sabrina unpacks in the episode. 🏠 Why Owner Communication Was the Faster Win Most operators think about AI for guests first. Sabrina went there too — but she quickly discovered that AI for owner communication was arguably the faster, cleaner win. Owners on property management agreements tend to ask the same questions repeatedly: What was that maintenance invoice for? Who booked my property this week? Are you on track to hit the monthly target? Because Zzzing uses an AI-powered PMS that aggregates data across sources, Zoe can pull the exact service call, tie it to the specific reservation, and give the owner a full, confident answer — instantly. That’s the gap Sabrina draws between a chatbot and true AI: the ability to reason across connected data, not just retrieve pre-written responses. This is the kind of consistency that building and managing a growing team of humans simply can’t match at scale — and it frees the human team to focus on moments that actually need a person. 💬 The Art of Writing AI Policies That Feel Human Here’s where Sabrina’s media and storytelling background becomes a genuine competitive advantage. Early in the process, her team wrote policies the way most people would: factual, direct, functional. Checkout is at 10 am. Here are the pool hours. These are the rules. That produced exactly what you’d expect — answers that felt like a policy manual. The shift happened when Sabrina started writing policies the way a thoughtful host would speak. With a trigger. With feeling. With acknowledgment of what the guest might be experiencing at that moment. Instead of “checkout is at 10 am,” the policy became: “We hope you loved your stay in Malta. Checkout is at 10. Want us to check if we can extend?” That’s not just a warmer tone. That’s emotional intelligence baked into the system — and when applied consistently across hundreds of conversations, it produces something remarkable. Guests are asking more questions than they would with a human. Conversations flow naturally on WhatsApp. And occasionally, a guest pauses mid-conversation to ask if they’re talking to AI — then simply continues anyway. If you want to understand how to build AI policies that actually protect and elevate your brand voice, this part of the conversation alone is worth the full listen. You can also explore how platforms like CraftedStays are thinking about AI and STR content for modern search — the parallels are closer than you might think. 🎂 Hospitality Is a Feelings Business One of the most memorable moments in this episode isn’t about AI at all — or rather, it’s about what AI makes possible for humans. Every morning, Zzzing runs a prompt through their AI

What if the key to more direct bookings had nothing to do with algorithms, dynamic pricing, or paid ads — and everything to do with who you are and who you want to serve? That’s exactly what Yvonne Halling discovered when she transformed her four-room bed and breakfast in the Champagne region of France from a €10,000-a-year hobby into a €100,000-a-year business — without a single listing on Booking.com or Airbnb. On this episode of Booked Solid, Yvonne breaks down the direct booking business principles she developed over years of trial, error, and award-winning results — and why they’re just as relevant today as they were when she first built the system. Whether you’re just getting your first property off the ground or you’ve been in the game for years and feel stuck, this conversation will challenge how you think about hospitality, pricing, and your relationship with your guests. Summary and Highlights 👤 Meet Yvonne Halling Yvonne Halling is the founder of BedAndBreakfastCoach.com and the creator of the B&B Money Maker Business Transformation Program, where clients typically grow their revenue by at least 25% in a single season — while paying fewer commissions, working less, and genuinely enjoying the process. She ran her own B&B in the Champagne region of France for 17 years. She started as a hobbyist, making less than €10,000 a year. By applying a set of timeless business principles and building a direct booking ecosystem from scratch, she grew to over €100,000 annually with just four rooms and no OTA listings whatsoever. She’s won multiple hospitality and marketing awards and now coaches independent hospitality owners worldwide to do the same. Her mission is straightforward: return power to independent hosts, restore them to the heart of their communities, and equip them to run their businesses on their own terms. 🧭 What You’ll Discover in This Episode 🎯 Principle #1 — Know Exactly Who You’re Welcoming The first and most foundational principle Yvonne teaches is deceptively simple: decide who your guest is. When you try to market yourself to everyone, you become a commodity. And the only point of differentiation for a commodity is price, which is, as Yvonne puts it, “a really bad place to be.” To find your ideal guest, she offers a three-circle framework. Draw three interconnected circles on a piece of paper. The first circle represents your location — where you operate. The second represents why people visit your area. The third represents you — your passions, your interests, what you love to talk about. Where those three circles overlap is your sweet spot — and that’s where your value lives. This isn’t just a marketing exercise. It’s the foundation for everything that follows. Without clarity here, you’ll keep competing on price with hundreds of other hosts who look exactly like you. With it, you start building something nobody else can replicate. This connects deeply with what we’ve explored in Building a Direct Booking Niche That Fills Your Calendar Year-Round and Niche Marketing Strategies for Short-Term Rental Hosts with Nihal Salah. 📊 The Value Pyramid — From Hobbyist to Expert Once you know who you’re serving, the next step is positioning yourself in a way that commands respect and premium pricing. Yvonne maps this out through what she calls the Value Pyramid. At the base are the hobbyists — hosts who treat their property like a side hustle, often reluctant to meet guests, relying on anonymous key entry, and booking whenever it suits them. There’s nothing wrong with being here, but know where you stand. One level up are the generalists — professional hosts running their properties for profit, but without a defined guest. They market to everyone, compete on price, and often feel frustrated that guests always seem to want a discount. This is the most crowded and most dangerous tier, and dynamic pricing — while popular — can actually reinforce this problem by training guests to book late for better deals. Above that are the specialists — hosts who’ve identified a specific type of traveler and built their entire experience around them. They’re not waiting for guests to arrive; they’re actively going after the people they most want to welcome. They know where to watch the sunset, which producer makes the best champagne in the region, and which trail is best for a morning hike. That knowledge has value, and guests will pay for it. At the very top sits the expert — someone who becomes the definitive voice on a specific topic or experience in their area. Getting there takes time. But Yvonne makes a compelling promise: wherever you are, nobody in your area is doing this. The specialist and expert categories are wide open. 🧠 The Mindset Shift That Makes It All Work Here’s what separates this framework from most marketing advice: it starts in your head before it shows up in your marketing. Yvonne is clear that the journey from generalist to specialist is first a mindset journey. There’s imposter syndrome to overcome — the voice that says “I don’t know enough,” or “what if they don’t like me?” Especially, she notes, for women. Gil drew a parallel to Psycho-Cybernetics — the classic book on reprogramming the mental image you hold of yourself before your behavior can change. Yvonne agreed: you have to see yourself as the specialist before anyone else will. This isn’t motivational fluff. It’s the prerequisite. As she put it — and this is worth sitting with: “It is really a leadership thing. Leading your guests.” 💬 The Guest Communication System — From Stranger to Loyal Guest 🤝 Once you’ve positioned yourself and know who you’re serving, the next framework Yvonne introduces is the guest communication system — a series of intentional touchpoints that guide a guest from the moment they book through to their next stay. Most hosts drop the ball here. They wait for guests to arrive. They send a check-in message. They hope for a good review. That’s passive. Yvonne’s model is the opposite. She

“If you can two x your conversions and you’re already making $50,000 on direct — you could be making $100,000.” — Patryk Swietek There’s a version of building a short-term rental business where you grind market by market, property by property, hoping something sticks. And then there’s the version Patryk Swietek built — one that compounds. Patryk is the co-owner of The Cohost Company, one of the most recognized short-term rental brands in Joshua Tree, California. With 130 doors under management, a social following that doubled in six months, and a direct booking funnel generating over 720,000 monthly views on Instagram, Patryk has turned market focus into an unfair advantage. On this episode of Booked Solid, Patryk joins Gil to unpack how he scaled from a single Smoky Mountains property to acquiring entire property management companies, why niching down in one market is the single greatest lever most operators overlook, and the exact Instagram-to-email-to-booking funnel his team is running right now. Whether you’re just getting started with direct booking strategies or managing a growing portfolio, this conversation will change how you think about growth. Summary and Highlights 👤 Meet Patryk Swietek Patryk Swietek is the co-owner of The Cohost Company, a full-service short-term rental property management company based in Joshua Tree, California. He entered the industry in 2018 working for AvantStay, where he trained directly under one of the founders before launching out on his own during COVID. After buying his first property and scaling to five owned units, Patryk shifted gears — purchasing his first property management company instead of adding properties one by one. That strategic move unlocked economies of scale he couldn’t have achieved otherwise. Today, The Cohost Company manages 130 doors in one of the most competitive desert markets in the country, with Patryk and his business partner Josh focused almost entirely on revenue-generating activities: pricing, marketing, and owner relationships. Patryk is also the host of the Patryk Real Estate Show podcast and a sought-after speaker in the STR space. 🏗️ Why Buying a Property Management Company Changed Everything Most co-hosts grow their portfolio one contract at a time. Patryk took a different approach. When the opportunity came to acquire a bundle of 15 management contracts, he took it — even without knowing everything about what he was buying. What he found was a falling knife. Owners wanted to leave, communication had broken down, and revenue was underperforming. But within the first month of taking over, Patryk and Josh drove 30% more revenue than the previous owner by adjusting pricing alone. Then came new photography, new systems, and a full team overhaul. The company turned around fast. That experience shaped everything that followed. Patryk went on to acquire three more companies, including a recent strategic merger with a 25-unit operator whose owner became their Director of Operations. The lesson isn’t that acquisitions are easy. It’s that when you have the right team behind you, you can move faster and serve owners better than a solo operator ever could. If you’re curious how other operators have scaled STR portfolios with intention, this kind of structural thinking is what separates growth from chaos. 🎯 The Power of One Market Patryk sold his Smoky Mountains property to go all-in on Joshua Tree, and he has no regrets. He explains why with a simple question: if two property managers are competing in the same market — one focused on five markets, one focused on one — who has the better pulse on pricing, demand patterns, and guest behavior? The answer is obvious. But the implications go further than most operators realize. When you’re deeply embedded in one market, you get economies of scale with vendors (negotiate better prices by offering volume), operations (one team, one supply chain, one office), and data (130 live units generating real-time revenue intelligence that no scraper tool can match). Patryk’s team can look at their own portfolio and tell you exactly which property type performs best in Joshua Tree, which weeks have hidden demand that pricing tools miss, and which features justify a premium. That’s the kind of market knowledge that makes understanding your ideal guest avatar feel more like science than guesswork. And from a direct booking perspective, one market means one focused audience — one Instagram feed, one email list, one brand story. The Cohost Company isn’t trying to be everywhere. They’re trying to own Joshua Tree. 📲 The Instagram Funnel That’s Driving Real Bookings This is where the episode gets tactical. Patryk and his team have built what Gil calls a “beast of an engine” — a top-to-bottom direct booking funnel that starts with content and ends with conversion. Top of funnel: Instagram content. Working with social media strategist Dustin, The Cohost Company posts daily reels designed specifically for their guest avatar — millennials aged 25 to 40 who discover Joshua Tree stays through Instagram. They focus on high-quality short-form video and have become deeply intentional about what hooks get views. Their most recent breakthrough: an all-AI reel built entirely from photos turned into video, featuring people who were never actually there. It hit 120,000 views in one week. Their last 30 days generated 720,000 total views. Building a consistent content presence like this is one of the clearest paths to organic direct booking growth. Middle of funnel: email capture and drip. Every follower who engages gets offered a 10% discount in exchange for their email. Once they’re in, a 10-email drip campaign runs on automation, building the relationship over time while seasonal promotions keep the brand top of mind. This mirrors what the most sophisticated operators in the space are doing with guest retargeting and email marketing — the hosts building these systems now will be far ahead when OTA policies shift again. Bottom of funnel: the booking site. Patryk’s team is actively testing conversion improvements on their direct booking website. Fewer clicks. Better mobile experience. Intentional CTAs. As Gil points out, 95% of guests don’t book on their first

“A tree without roots is a dead tree.” Your logo looks great. Your colors match. Your website is polished. But does any of it actually connect to who you are as a host? In this episode of Booked Solid, Anastasia Tara — founder of The Unique Stay community — shares how she and her husband transformed ordinary residential properties into culture-inspired vacation rentals themed around Japan, Bali, Italy, Greece, and the Maldives. She walks through her 10-step Craft Build Scale framework, explains why your personal “why” is the most powerful marketing tool you already have, and reveals how themed properties create repeat guests who book your next unit before they even leave the first. Whether you’re designing your first rental or rethinking an existing one, this conversation will challenge you to look inward before you look outward. Summary and Highlights 👤 Meet Anastasia Tara Anastasia Tara grew up in Russia and fell in love with hospitality as a teenager after enrolling in an intensive hospitality bootcamp. She spent three years traveling and living abroad — a year in China, six months in Spain, and six months in Colombia — before settling in the United States and graduating from the University of San Diego with an accounting degree. Her corporate career took her into data analytics, where she climbed to senior analytics manager, overseeing a full reporting department. But the pull toward hospitality never faded. When a career transition opened the door, Anastasia took the leap. She started consulting for vacation rental hosts and micro resort operators on everything from branding and marketing to operations setup and pricing strategy. Meanwhile, she and her husband, Rod, moved from California to Texas, purchased two duplexes and a single-family home, and completely gutted and transformed them into culture-inspired vacation rentals — each themed after a country they loved. A family property in California followed, reimagined as a France-inspired retreat. Today, Anastasia runs The Unique Stay — a growing community, weekly newsletter with over 2,000 readers, and a mentorship platform for hospitality entrepreneurs who want to build properties with personality and purpose. 🌳 Your “Why” Is the Root of Everything The most striking insight from this conversation is Anastasia’s tree metaphor. She compares your personal story and purpose to the roots of a tree. Everything else — your colors, your logo, your website design — those are the leaves. They’re important, but they sit on a second-priority level. Without roots, the tree is dead. Anastasia encounters this gap regularly in her consulting work. Hosts invest in professional branding that looks beautiful on the surface — matching palettes, polished websites, cohesive visual identity — but none of it connects to a personal story. She encourages those hosts to take what might feel like a step backward and reconnect their brand to who they are and what they care about. That reconnection, she says, is actually a step forward. She shared a telling example. A client approached her about building a micro resort near Joshua Tree. His initial pitch was a romantic couples retreat — not because he cared about that concept, but because he thought it would be profitable. When Anastasia pressed him on what he truly valued, three things emerged: his relationship with his son, his love of running, and his passion for branding. The concept that grew from those roots — a family-oriented retreat with outdoor fitness elements — excited him far more than the generic idea ever did. And nothing like it existed in the area. This mirrors what Isaac French shared on a previous episode about how a strong vision attracts the right investors, designers, and partners to bring something remarkable to life. Anastasia even stayed at Isaac’s Live Oak Lake property and recalled how a simple guest book with his personal story made the entire space feel more alive. It wasn’t just walls. It was a property with personality. Your direct booking website should carry that same depth. When your “why” is authentic, it naturally threads through your social media, email campaigns, guest messaging, and property design. Without it, you’re left reverse-engineering a story from the outside in — and guests can feel the difference. 🏠 From Uninspiring Homes to Culture-Driven Experiences Anastasia and Rod didn’t start with stunning properties. They started with completely ordinary homes in a regular residential neighborhood. Nothing special about the locations or the structures themselves. What changed everything was tapping into something personal. Having lived across multiple countries, Anastasia developed a deep “why” rooted in finding home in different cultures. That became the design compass for every property — Japan, Bali, Italy, Greece, the Maldives, and France. The results go well beyond aesthetics. Culture-themed properties create three powerful advantages for anyone looking to build a brand that guests remember: Memorability. When guests describe your property to friends, they say something specific: “I stayed in this Bali-inspired home.” That sticks in a way that “nice modern rental” never will. In a sea of similar listings, a themed property stands apart immediately. Emotional connection. Guests who’ve visited Italy bring their own memories to the stay. Guests who haven’t been yet feel inspired to explore the culture before arrival. Either way, the property becomes more than four walls — it carries meaning that creates the kind of guest experience people talk about long after checkout. Repeat booking power. Anastasia and Rod use their themed portfolio as a built-in retention engine. At checkout, they message guests: “If you want to experience a different country-inspired home, come back — here’s a discount code.” Guests who stayed in the Italy unit now want to try the Japan unit. One brand, multiple experiences, repeat revenue. This is the foundation of an effective repeat booking email strategy. And there’s a validation moment that caught everyone’s attention. Anastasia admitted she was nervous about Italian guests staying in her Italy-inspired home. Would they feel the culture was represented respectfully? The feedback came back overwhelmingly positive, which she considers one of the highest compliments a host can receive.

“You gotta make it or make it. These are your two options.” What happens when a 20-year corporate banker with a vision meets a solo operator managing 30 properties by herself — cleaning, messaging guests, and fixing maintenance issues with no team? In this episode of Booked Solid, Fouad Bazzi and Jacinda Neustel share how they combined their very different strengths to build a property management company spanning 82 properties across six markets. They talk about why saying yes to everything nearly broke them, how hiring for core values changed their team, and why the Entrepreneurial Operating System (EOS) became the backbone of their operations. Whether you’re managing two doors or two hundred, this conversation is packed with perspective on growing with intention — not just growing for the sake of it. Summary and Highlights 👤 Meet Fouad Bazzi Fouad Bazzi spent nearly two decades at Comerica Bank, working across retail, treasury management, and commercial banking — including 11 years in correspondent banking supporting community banks. After leaving the corporate world, he made the jump into entrepreneurship and hospitality. Fouad is the founder of The Owner Hosts, where he focuses on helping property owners run smarter, more profitable short-term rentals through strong systems, pricing strategy, and guest experience. He brings a unique mix of financial discipline and real-world operator experience, and he’s passionate about building sustainable, well-run businesses in the short-term rental space. 👤 Meet Jacinda Neustel Jacinda Neustel got her start in short-term rentals out of pure necessity — she couldn’t afford her rent one month and listed her spare room on Airbnb. That one decision snowballed into managing over 30 listings by herself, first through midterm rentals for travel nurses, then rental arbitrage, and eventually co-hosting. She physically relocated from Fort Wayne, Indiana to Arizona to force herself to delegate and stop being the one answering every emergency call. She’s the published author of The Airbnb Queen: How I Built My Short-Term Rental Empire and now co-manages over 82 properties alongside Fouad. 🤝 How a Mentorship Became a Partnership One of the most refreshing parts of this episode is the origin story. Fouad and Jacinda didn’t meet through some polished networking event and shake hands on a deal. It started with mentorship. Jacinda wanted to break into the luxury rental space, and Fouad was already there — analyzing properties with his sons, hosting launches, and building a brand around high-end hospitality. For a full year, they “dated” as business partners. They trialed hosting a property together to see how each other handled real problems — upset owners, maintenance emergencies, integrity under pressure. Jacinda admits she initially resisted the partnership entirely. She wanted a hundred percent of her own pie. But over time, she realized something critical: a portion of a much bigger pie was worth more than full ownership of a smaller one. Fouad’s take was equally grounded. He wasn’t looking for a partner at first either. He saw someone with incredible grit and operational ability who, with the right mentorship and systems in place, could go further than either of them could alone. Their advice for anyone considering a partnership? It’s not about full agreement — it’s about full alignment. Know your lane. Give your opinion, then pull back. Trust and communication make it work, not constant consensus. 📉 Why They Went From 96 Properties to 82 (On Purpose) At their peak, Fouad and Jacinda managed 96 properties. And they’ll be the first to tell you — not all of that growth was good growth. In the early days, they said yes to everything. If someone was willing to pay, they took the property on. That changed after a particularly frustrating experience with a portfolio in San Diego. Despite flagging issues during the property tour — overgrown landscaping, mismatched sleeping capacity, a rooftop deck with ocean views but zero chairs — the owners were unwilling to invest. Guest complaints piled up. Review scores suffered. The lesson was clear: not all revenue is good revenue. So they started trimming. They got honest about which properties fit their brand standards and which ones dragged the portfolio down. That intentional pruning also transformed how they onboard new owners. Now they ask direct questions upfront: What’s your break-even number? Can we realistically meet it? And if a property would perform better as a midterm rental, they say so. For hosts and property managers looking to build a portfolio they’re proud of, Fouad and Jacinda’s experience is a powerful reminder: growth without intention is just more work. 🧠 Implementing EOS: From Reactive to Proactive One of the biggest operational shifts Fouad and Jacinda made was adopting the Entrepreneurial Operating System (EOS), popularized by Gino Wickman’s book Traction. They use Ninety.io to run it across their global team — three VAs in Bolivia and two in Egypt — and the transformation has been significant. Before EOS, their team was reactive. VAs sat waiting for guest messages. Now, every team member has a specialized role. One handles revenue management full-time, living inside Key Data and PriceLabs. Another manages vendor relationships. A third focuses on maintenance. Everyone has a scorecard with weekly targets, and Monday meetings are no longer top-down status updates — they’re interactive accountability sessions where the team reports on their own metrics. Fouad’s analogy from the book is worth repeating here. Think of a cup. If you fill it first with big rocks — the priorities that actually move the needle — the pebbles and sand (the smaller daily tasks) will find their way into the gaps naturally. But if you fill the cup with sand first, the rocks won’t fit. EOS helps you identify and protect those rocks. For operators who think EOS requires a $10,000-per-quarter integrator, Fouad’s message is encouraging: self-implement. Even at 60 or 70 percent accuracy, it’s better than not having it at all. Use AI, read the book, or let the Ninety.io software walk you through it. 🧑‍🤝‍🧑 Hiring for Core Values, Not Résumés Building a