Too often, short-term rental hosts focus on cutting costs instead of creating exceptional guest experiences, but small details—like a thoughtfully placed tissue box—can make all the difference. In this episode of Zen and the Art of Real Estate Investing, Jonathan sits down with Katie Cline, a global PR and communications leader, storyteller, and host of the Suite Success podcast. Over the past three years, Katie has leveraged her hospitality expertise to build a short-term rental business, proving that a little extra care can turn a simple stay into a memorable one.
Jonathan and Katie dive into her journey from a successful hospitality career to short-term rental investing, highlighting the role of thoughtful guest experiences. Katie emphasizes meeting guest expectations from the moment they arrive, responding quickly to concerns, and maintaining a personal touch—something she believes AI is stripping away from the industry. She also discusses the challenges of scaling while keeping quality high and how branding can make an STR stand out. Katie also reveals her thoughts on Marriott’s acquisition of Postcard Cabins and what it means for the future of STRs.
Jonathan and Katie cover more in-depth:
- Cutting costs on items like toilet paper or paper towels can cause guests to remember their experience negatively, but providing extras can help prevent a bad review of your property.
- The first 10 minutes a guest spends in your property sets the expectations for the entire stay.
- AI has its place in the short-term rental world, but relying too heavily on it can lead to a guest experience that lacks personality.
Katie Cline’s extensive experience in hospitality has helped her create standout STRs that continue to create memorable experiences for her guests.
If you want to learn more about Zen and the Art of Real Estate Investing Podcast, check out https://zenandtheartofrealestateinvesting.com/podcast/216/.