Latest / Host Planet: Airbnb, Holiday Let, and Vacation Rental Insights / Hosting in Paradise with Robin Bass (Hold the Rum!)

Transcript

Hosting in Paradise with Robin Bass (Hold the Rum!) · Host Planet: Airbnb, Holiday Let, and Vacation Rental Insights

0:00
Oh, you live in the Caribbean? Well, it also means discipline.
0:03
I joke around. I even warn my guests when they
0:06
visit that the rum is cheaper than water and they are heavy
0:11
pours at the bars. And that's great when you're
0:13
vacationing. Who doesn't want to have fun
0:15
like that? Funny, when you live there full
0:18
time you need to have the discipline of waking up in the
0:21
morning and making sure to go to work and taking care of items
0:24
that need to be done. How do you manage 40 units in
0:28
the Caribbean from New Ham? What essential tech do you need
0:32
to deliver exceptional experiences for owners and
0:35
guests? And why is hospitality such a
0:38
fulfilling industry? Robin Bass from Premier
0:41
Properties USVI will be answering all these questions
0:45
and more on today's Host Planet podcast.
0:53
Robin, thank you for joining us on the Host Planet podcast.
0:56
How do you manage 40 units in the US Virgin Islands remotely
1:02
from New Hampshire? Well, first of all, thank you
1:04
very much for having me. I'm honored to be able to speak
1:07
with you today, so thank you. Yes, that is a great question.
1:12
How do I manage 40 properties all the way from New Hampshire
1:16
to Saint Cory of the US Virgin Islands?
1:19
Well, it's a combination of things.
1:21
I'm always say I'm old fashioned meets modern and I did live full
1:26
time in Saint Cory for nine years and that's what helps.
1:30
I always say that the currency in Saint Cory has kindness and
1:34
it's very relationship driven. I lived and worked in New York
1:37
City off and on for 20 years and then I moved to Saint Cory at
1:41
the US Virgin Islands and you learn a very short amount of
1:44
time. Your management style needs to
1:46
be a little bit different. Luckily I grew up in New England
1:50
and New Hampshire. That's where I am there right
1:53
now. And I like to say I brought both
1:57
the New York City work ethic and the New England charm, so to
2:01
speak in to Saint Croix and that is end technology.
2:07
So it's a combination of when I say I'm old fashioned meets
2:09
modern, it really is technology meets there's nothing like being
2:15
there, forming relationships with individuals and building
2:19
that trust. So that's very important.
2:21
So if anyone is interested in working remotely for Caribbean
2:25
or different location, you need to live live there and at least
2:29
for five years full time. I was for nine years full time
2:32
and I'm so glad I did. What an extraordinary
2:34
opportunity when you hear it. Oh, you lived in the Caribbean?
2:37
Well, it also means discipline. So I joke around, I even warn my
2:42
guests when they visit that the rum is cheaper than water and
2:47
they are heavy pours at the bars.
2:49
And that's great when you're vacationing.
2:51
Who doesn't want to have fun like that when you when you live
2:54
there full time, you need to have the discipline of waking up
2:58
in the morning and making sure to go to work and and taking
3:01
care of items that need to be done.
3:03
But I also say again, go back to relationship driven currency is
3:08
kindness and where I bring my New England when I said charm
3:11
earlier, I grew up baking my mother and influenced that very
3:16
much so. And that is actually what I
3:19
brought to the table in Saint Croix as well.
3:22
Every year I make my homemade apple butter and I give that to
3:25
my vendors and clients and employees as a thank you.
3:29
So, and not this weekend, but next weekend I'm going to be
3:33
making my homemade apple butter and placing in my check in
3:36
luggage and bringing it to Saint Croix because I'll be going on
3:40
December 9th for over a week. Brings it home, doesn't it?
3:43
It's a, it's a people business. OK, real talk now for all you
3:46
hosts out there, you know that moment when you guest messages?
3:50
You again with hey. What's the Wi-Fi code?
3:53
Or you're staring at. Five different calendars.
3:55
Wondering. If you've accidentally.
3:57
Double booked the cottage? Yes, we've all been there.
4:01
That's why here at Host Planner we recommend House Fully.
4:05
It's basically your rentals Control Center.
4:07
It handles bookings across all the big platforms, syncs your
4:11
calendars to ensure there are no double bookings.
4:14
Automates guest messages. And even creates these really
4:17
slick digital guidebooks that stop all the.
4:19
Repeat questions. Honestly, it.
4:22
Just makes your life easier and keeps your guests happier,
4:26
helping you achieve those all important five star reviews.
4:29
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4:32
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4:36
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4:41
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4:50
And if you'd. Like a proper walkthrough.
4:52
There's also a link to book a demo with Frank Bosi from
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4:57
How it all works less? Stress.
5:00
More bookings sorted with hopefully.
5:03
I imagine you've got really clear systems set up.
5:08
Talk to us about the systems and the tech that helps you run the
5:12
business. Yes, thank goodness for tech.
5:15
You know, it's funny, I was, I get really excited when I talk
5:17
about it. And I even had someone say to
5:20
me, are you a techie? I'm like, no, I'm just curious
5:23
and paranoid. And that's living in New York
5:27
City for many years. I was used to CRMS.
5:30
You want to show your bosses you're doing your job and
5:33
documenting everything and that is very important in property
5:37
management. What I learned years ago when I
5:40
first moved on Island, October 30th, 2015, is that I could tell
5:46
people till I was blue in the face that really I did stop by
5:50
your property because I am honest.
5:52
I mean, I'm very honest. In fact, I have a huge Catholic
5:55
guilty conscience. I don't know if I told you this
5:58
before, but my mother was a nun, so I know should my father.
6:04
I know you're like wait, what's going on?
6:06
Who's her father? Well, my, my father's not a
6:09
priest. My mother left the convent and
6:11
then had me years later. But with that being said, the
6:15
Catholic guilted conscious is really legit.
6:18
So with that, I loved that I came upon Streamline Software
6:24
that really I upgraded 3 years ago, but prior to that I used
6:29
Live Res and that was great for what I wanted.
6:31
It was a great stepping stone because I noticed that when I
6:35
was in Saint Croix and this was a new industry for me, property
6:40
management. And when I inherited vacation
6:44
rentals in 2016, the advice was, oh just create a VRBO page.
6:50
OK, so all of a sudden and I have 5 separate properties and I
6:54
created 5 different VRBO pages. And when an inquiry would say
6:59
what do you have for me? And I e-mail on the links, I
7:01
wasn't getting bookings. And I was convinced.
7:04
This is my personal feeling. I was convinced because we have
7:08
an increase of ADD world that they were looking on VRBO and
7:14
said, oh wait, that praise looks prettier.
7:16
I'm going to choose that. Of course they did because
7:18
that's what they wanted. So I thought, I need to have a
7:22
website with only the properties I manage that I can book online.
7:26
Then I accept payment online. And then I came across Live Res
7:30
and that was wonderful. That provided the opportunity
7:33
that I needed, but I wanted more.
7:36
I wasn't happy with the owners report area and again,
7:40
accountability or Catholic guilty conscious or paranoid,
7:44
whatever you want to call it, I knew this is not my money, it's
7:48
their money and I wanted to have a transparency and build that
7:53
trust with my owners. So then I upgraded to Streamline
7:57
and wow, it's fantastic. I, there are many other
8:01
softwares out there and I think they're all fantastic.
8:05
But what I want Streamline makes me happy right now.
8:09
So with that maintenance checks. This is very, very important
8:14
because most places and even globally, you can close up a
8:19
rental for a couple of months and unplug the fridge and come
8:23
back in four months and everything's fabulous.
8:26
Well, not in Saint Croix. You're on an island surrounded
8:31
by the ocean, and that means salt in the air.
8:34
That means rust can happen quicker.
8:36
That means an AC could be working one day and then the
8:42
next day is broken. I mean, I've made my team laugh
8:45
saying I think we have a mischievous fairy coming in
8:48
there and just doing something. So do we need to bring a sage?
8:52
No, I'm just kidding. But the point is, I love the
8:55
tech because with a vacate, a list I made for maintenance
8:59
checks, check pots and pans. Can you guess why I say that?
9:06
Because they go missing a lot. Nope Rust I don't want my guest
9:11
to say should I make scrambled eggs or am I going to get
9:14
lockjaw. Like I don't want this thought
9:16
to occur in their head. So I created a list and I
9:20
uploaded it to streamline where my I call them tropical
9:25
troubleshooters, my maintenance tech people and they have it on
9:31
their phone and they can look at the list and say OK I checked
9:34
the pots and pans, check the AC and can make notes.
9:39
Then that's saved. And then my owners see it on
9:42
their owners portal. And this is how I can work
9:46
remotely because I implemented these systems.
9:49
AKA consistency, transparency or paranoid, however you want to
9:54
want to call it. It works and I rather invest in
9:58
this technology and pay this monthly fee every month because
10:03
it's Peace of Mind. I want to make my owners happy.
10:08
I want to make my guests happy and by implementing tech, this
10:12
will help you succeed. But I'm old fashioned meets
10:16
modern like I say. So I tell my owners, I just met
10:19
with a prospective owner actually this morning doing a
10:22
sales pitch and I was going over that the owner's reports.
10:26
And I joke around, I do use my mother in my sales pitches
10:30
because with the owner's report, again, it's not my money, it's
10:33
their money. So I joke around that my mom in
10:36
heaven sees me and so does Jesus, my stepdad.
10:39
So don't worry, I'll do right by you.
10:42
So I, I use those personal examples to show, so I'm here
10:46
for you because in property management, at the end of the
10:49
day, these are other people's homes and we are privileged.
10:53
I tell my team we are so lucky to be able to manage these
10:58
homes, whether it be a one bedroom condo or A5 bedroom
11:02
house. I want to manage all of that
11:05
because everyone enjoys. They deserve to enjoy paradise
11:10
and vacation no matter if you're on a budget or not because
11:13
life's too short. And I treat all my guests the
11:16
same because I want them to have fun.
11:19
I literally care. So I hope that answers your
11:22
question. Fantastic.
11:24
Yeah, superb answer. And I love your philosophy and
11:27
and your way of hosting. I think it's really refreshing
11:29
actually. So in terms of keeping the
11:33
guests happy, then you've talked about how how you keep the
11:36
owners happy with the transparency and basically what
11:39
you're seeing, they're seeing because they can see it with
11:41
with the tech. How do you keep guests happy and
11:44
what are your top tips for delivering the outstanding guest
11:47
experience? Thank you.
11:49
Well, I'm humbled every day. You know, I, I, I think I, like
11:55
I said, I love making people happy.
11:56
I really do because I think it helps.
12:00
I'm a very humble upbringing raised by a single parent, so I
12:04
know it all too well. That feeling of we're going to
12:06
save those pennies to vacation for great experience.
12:10
So I hold that experience close to my heart with my guests
12:14
because I don't take that for granted.
12:16
I never look at my guests as a number.
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I always think, gosh, they took the time they're saving, they're
12:21
pinching pennies. So they can enjoy this.
12:24
So with that, again, old fashioned meets modern, every
12:29
property that I manage, I have an on site welcome book.
12:32
And think of, you know, when you go in a hotel and you have that
12:36
binder of information in your hotel room.
12:39
Well, that's what I use for the property.
12:42
But I have a nice welcome book when they enter and I laminate
12:45
the pages because elements of the island, little things, it's
12:50
all about the little things. So we laminate paper because if
12:53
you keep a piece of paper out for even a week, it looks like
12:56
it's 20 years old. So that's why we laminate.
12:59
Also when you open it up, bullet points.
13:02
People are on vacation, they're not going to read paragraphs.
13:04
They're like, I don't have time for that.
13:06
Moving on. So bullet points, what's the
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Wi-Fi right away? Wi-Fi password and username cuz
13:12
why? Well, the world is over if we
13:14
don't have it. Well, for the guests because
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it's very important. You never know what's going on
13:20
in their life and always recognizing it's not about you.
13:25
I think with the increase of technology, with the increase of
13:29
selfies, I feel like we've created a self me society and I
13:36
I'm trying to provide this passion of promoting.
13:39
It's cool to be kind. And when that guest calls you
13:43
and upset, it's not about you, You know, hold your breath.
13:47
If a guest is yelling you because they're upset, it's
13:49
nothing you did. I've even put my phone on mute
13:53
because I'm like, I need to, you know, say, can you hold on a
13:56
moment? Let me check on this.
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I I'm not a robot, so I just put it on mute, take a deep breath,
14:03
count to 10, think, go to a happy place and put it back on
14:07
and then back on the phone. Thank you for holding.
14:10
I appreciate your patience and having the tone and the empathy.
14:15
I think that's important when you on the phone.
14:18
Oh, how are you? I'm so sorry you're feeling that
14:22
way. I apologize that happened to
14:24
you. Let me see what I can do and
14:26
I'll be in touch. Just hearing the tone, showing
14:30
them empathy, letting their voice being heard and then also
14:34
responding in a timely manner. You know, so I'm always very
14:38
honest with my guests that saying, listen, I'm here for
14:41
you. Think of me as your big sister
14:44
and if you have any questions, call or text me.
14:48
But I do sleep. It's the Caribbean.
14:51
We it's not 24 hours. So I let them know if there is
14:54
something midnight, don't worry. First thing in the morning I'm
14:57
going to respond to you, you know, so I'm here for you.
15:00
And then with on to go back to the on site welcome book.
15:04
We have helpful information for their stay and the more
15:08
information we display in a warm fuzzy way, the less calls.
15:12
Example, something so simple. But we're not a hotel, so we
15:17
don't have a plethora of toilet paper.
15:21
We have two rolls of toilet paper per per bathroom and it's
15:26
up to the guest to replenish. So we make sure to put that in
15:31
our documentation before they arrive.
15:34
And then I was still getting questions.
15:36
So I, we put it in the welcome book.
15:40
We put a pager and made it fun with like a funny picture of,
15:44
you know, oh, replenish their toilet paper, paper towels on
15:48
their own. Guess what?
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My calls stop by like 90% of hey, can you send me some toilet
15:53
paper? So there's always a warm and
15:56
fuzzy way to get your point across.
15:59
So it's documentation on site, welcome book.
16:03
But what happens before they arrive?
16:06
So due to my travels international in conferences,
16:09
not only I was fortunate to meet you, but also I met the team of
16:14
touch stay and they are remarkable.
16:17
I love the team. They're so nice and they have
16:19
this amazing on site welcome guide.
16:22
And I love the fact that I talked with them and said I want
16:25
this on site welcome guide to reflect my on site welcome
16:29
guide. So it's very involved to make
16:32
sure that happened. And now when it guest books,
16:35
they have five to seven different touch points of emails
16:39
from me and include the on site welcome guide.
16:43
And that has decreased my calls immensely as well because it has
16:48
the detailed directions. See in Saint Croix GPS is not
16:53
the best. So you need to have detailed
16:56
directions because you could put in one address and there I've
17:00
gotten phone calls. I'm in the hills.
17:02
Isn't this a waterfront property?
17:05
Yes it is. Let's focus on the directions.
17:07
I emailed you and then I've literally stayed on the phone
17:12
with the guests until they check in.
17:15
So that is how I handle it. Documentation, be paranoid, have
17:20
the directions, but be available on call because of the location
17:25
I'm in, I need to be. I can't just turn my phone off
17:28
for a whole day, that's not possible.
17:30
Maybe for a couple of hours. Actually I never turn my phone
17:33
off. I always have it on because if
17:36
there is an emergency, I've got my 2 phones, my personal and my
17:40
work phone beside my bed to be honest because there could be an
17:44
emergency come up at 2:00 in the morning.
17:46
So just in case I need to have it there, but I do for a Peace
17:51
of Mind. I do keep it to the side so I
17:54
can. Sleep, I can believe it.
17:55
I think a lot of property managers go through the same
17:58
thing. You mentioned before as well.
18:01
You were sending people to VRBO links previously and then you
18:05
thought I need to send them somewhere where they can only
18:07
see my properties. So when it comes to direct
18:10
bookings, how have you developed that side of your business?
18:14
Thank you for asking. Slowly but surely, I like to
18:19
consider myself the Switzerland of many things, whether it be in
18:23
Saint Croix, for example. I don't have a real estate
18:26
license. I stay in my lane.
18:27
I'm 100% property management and that was interested.
18:32
People were not familiar with that and Saint Croix when I
18:34
first did that. And now they see the benefit
18:37
because Realtors can refer business my way, but when they
18:41
want to sell it again, they can go right back to the realtor.
18:45
And now they say, oh wait, this is great.
18:47
She's not going to steal my client.
18:49
She's going to make me look better and make my client
18:51
revenue. Exactly.
18:53
So that's how I positioned myself as a Switzerland online
18:57
as well. Let's be honest, I wouldn't have
18:59
a business without Airbnb or VRBO.
19:02
That's the truth. And Holmes and Villas by Mary
19:04
International, I love them, I'm part of them, so in Saint Croix,
19:09
but I wouldn't have a business without them.
19:11
But I like to provide options. So by an opportunity for guests
19:16
to book online directly on my website, I've just built that.
19:19
I built the presence in the Switzerland way.
19:22
And then so they see on Airbnb, I forgotten guests they've seen.
19:28
Oh, she manages a good amount of properties in Saint Croix.
19:31
Let me Google her. They do.
19:33
They get my website, they book direct and they save money.
19:37
But again, some people are more comfortable.
19:41
I have a guest who's booked on VRBO for five years in a row,
19:45
five years in a row. She could save some money, but
19:47
she's more comfortable in booking the RBL.
19:50
So that's why I say let's have those options there.
19:54
But also another thing I'm trying this year because we're
19:57
very, we're a visual society. So and when you enter and I said
20:03
earlier about my welcome book. So when you enter a property,
20:07
all premier properties, USVI properties, when you enter, you
20:12
see the welcome book. It's we have it now on a tray
20:15
and it takes some leaves, some basket.
20:17
I'll go on about that in a second.
20:19
But then I create have the idea of what if to enhance and entice
20:23
people to book again right away created a QR code for that
20:29
property. So when you go into Hibiscus
20:32
Beach house, you're going to see the welcome book.
20:34
Now we have a QR code laminate in a little 3 by 5 frame and
20:38
said, enjoying your stay book here and makes it easier for the
20:43
guests. I like to think because of their
20:46
last night, they'll be there. So maybe they had some rum and
20:49
thought, oh, look, we can book again for next year, dear.
20:52
And then they do it. They're all set.
20:54
They go back and say, oh, I guess we're coming back next
20:56
year, Frank. Well, that's what I'm hoping at
21:00
least. But anyway, at least providing
21:03
the options for them to to book direct and make it more
21:07
enticing, but also we're cost effective because when you book
21:11
direct, because we all know again, I'm going to I want to be
21:16
diplomatic and neutral. Airbnb increase their
21:19
commissions for for for America. They already did that.
21:24
And I know in Europe several years ago, but they just did it
21:28
this October 15.5% to host. That's a lot.
21:32
So thankfully, because of the vacation rental software I
21:36
invested in when I talked to that saying, OK, now when you're
21:41
in Airbnb, we need to increase the rates by 18%.
21:45
And now I just said 15%. Why 18%?
21:49
Because Airbnb is charging the credit card fees.
21:53
So we got to increase by 18%. I did that in October.
21:57
I've got more bookings on Airbnb the last couple months.
21:59
It's not hurting and it's not hurting me by increasing that.
22:03
Just when owners say, why are you the rates different
22:07
everywhere? And then I, I have to explain
22:09
again to benefit you, I said I don't want you charged that 15%
22:14
Commission and then I won't get any Commission either.
22:17
So that's not good. So I like that we can be
22:20
creative and helping out our owners to make more revenue, but
22:25
then working the system. Does that make sense?
22:28
It certainly does. Yeah, and I think as well with
22:30
your QR code. I've got an idea for you.
22:32
How about a QR code on a bottle of rum?
22:35
One like that. Once people have drunk it, then
22:38
they're like, all right, you know, Then they're really ready
22:40
to book, really ready to book. I'm going to make a note of
22:43
that. Are you thinking that because I
22:45
gave you some rum in Rome? Maybe, maybe it's that, I don't
22:49
know, but I'll take my 5% Commission.
22:51
I'll send you a link in in relation to extra tech as well.
22:55
Are you implementing anything AI related?
22:58
Is that something you're interested in?
23:01
I'm intrigued by it. I haven't implemented I mean, I
23:06
use it very basic AI on a regular basis ChatGPT for me
23:12
personally, because you can tell I'm I'm passionate about what I
23:16
do with every emotion. So when you know, this is a
23:20
industry, things can get heated and e-mail exchanges and I said
23:26
ChatGPT, you'll help me. So sometimes I'll write
23:29
something, you know, they always say write something but don't
23:32
send it. I write something, I put it
23:34
through ChatGPT and say, say it better.
23:37
And wow, so much more polished because, you know, I'm a
23:42
passionate, emotional human being.
23:44
And I get that. I'm 50 now, so I get it.
23:47
But yeah, I like the to use AI and ChatGPT to be like, let's
23:51
soften up that response a little bit and be professional.
23:55
So I do that for e-mail responses, even for
24:00
documentation, even my social media post.
24:02
Now I'm I love writing, but sometimes it just needs to be
24:05
polished. So that's where I use ChatGPT.
24:09
Yeah, sometimes if you're doing something quickly, you know,
24:11
Yeah, yeah. Send it.
24:12
Send it to ChatGPT. Make it better.
24:13
Make it better. For me exactly.
24:16
I want to ask you as well kind of how you got into the short
24:19
term rentals world because you were saying it was, it's just
24:22
over 10 years ago by the sound of it.
24:24
So tell us what you were doing beforehand and how you got into
24:28
this world, and maybe you know the skills from your previous
24:31
career, how you're implementing them today.
24:33
Oh, thank you for asking. SO yes, it, it's, I have a story
24:39
for everything. My own assistant was like, you
24:42
need to write, start writing a book that's saying if anything,
24:47
and if anyone is listening, you know what, no matter what age I
24:51
want to say every experience, everything you learn helps you
24:55
for the next step. And I wish I I wish I knew that
24:59
in my 20s, but you know, cuz it in your 20s and 30s, it was for
25:03
me. I was like, I just wasn't
25:05
finding that fit for me, you know, I my former life, I
25:10
actually went to Johnston Wales University, which is mainly
25:14
known for culinary and hospitality, but I majored in
25:17
fashion. So my former life is in fashion.
25:20
I studied in Paris for a month at the Paris Fashion Institute
25:24
in 1996, concentration and couture and part of Forte.
25:28
I even worked in New York City in 1997 at Guest Incorporated as
25:33
a receptionist. I but I wasn't, I love fashion,
25:40
but in the 90s, my personality really didn't fit in fashion.
25:45
And I love carbs, sorry, nothing like bread and butter.
25:52
But anyways, that was 90s fashion, so I really wasn't
25:56
finding my fit. And that's OK because a lot of
25:58
my friends have been successful doing that.
26:01
But then I came upon hospitality, and I thought, this
26:05
is more me. My mother even knew it.
26:07
In college. I was a tour guide for my
26:10
university. At 19 years old, I was working
26:12
50 hours a week and took three night classes.
26:15
So I've always had a bit of a work ethic, and I'm more of a
26:19
people person. So I worked anywhere from the
26:22
tourism Bureau of New York City. I was a sales manager in
26:25
membership. That meant my clients were
26:28
restaurants, museums, tours. I, I learned so much.
26:34
I just, I love the history of New York City and I worked at
26:38
Bubba Gump Shrimp Company restaurant in Times Square.
26:42
I was the sales manager there to Grand Hyatt New York.
26:46
I was a, the corporate sales manager in 2004 and I what I
26:53
would do is I traveled domestically and provided sales
26:57
presentations to American Express travel agents.
27:00
So as you can tell, I have the gift of gab.
27:03
So all these things, it was my, I learned a lot and I'm
27:08
grateful, but it wasn't finding my fit.
27:11
And then I was an operations manager for a receptive tour
27:15
operator handling inbound travel to New York City.
27:18
So I'd handle anywhere from gas from 5 to 200 people and
27:23
coordinate off the beaten path events, etcetera in New York
27:28
City. So I learned a lot, met a lot of
27:30
incredible field people, and then an opportunity came to in
27:34
2015. I visited St.
27:37
Croix in August and within three days, I remember sitting at
27:45
looking at the Caribbean Sea and having a cup of coffee and
27:49
thinking, why don't we move here?
27:51
And I was with someone at the time.
27:53
I was like, why don't we do real estate from here?
27:55
And he was shocked. It was like, let's make a pros
27:57
and cons list. Before I know it, because I was
28:01
I was studying real estate in New York City.
28:04
I thought let me try this and I moved to, I visited St.
28:08
Croix, I knew it I had, I had to.
28:12
So Long story short, moved down there 2 1/2 months later.
28:16
I had a temporary real estate license and then property
28:19
management opportunities fell in my lap in 2016 and the rest is
28:24
history. I stayed in my lane and I feel
28:26
very blessed. So every experience leads you to
28:30
the next, and you never know what the future will bring.
28:34
Superb. I love it.
28:35
What a story. Yeah, Just turn up there.
28:37
Turn up to the island and like. Right.
28:38
OK, that's it. Staying here.
28:40
Staying here. All right then, Robin.
28:43
So we've got a few questions to finish.
28:46
We ask these to everybody who comes on the podcast.
28:49
What's your favorite brand in the short term rental industry?
28:53
Apart from your own, of course. Oh.
28:55
Thank you. Oh my favorite brand as in
28:58
another property management company?
29:00
It can be a property management company, it can be a tech
29:02
business, it can be anything in the STR business and you like
29:06
their brand. Oh gosh, there's so many.
29:10
I have to be honest. I know I'm being neutral again,
29:13
Switzerland, but I mean, I've friends around the world now
29:19
that I feel very fortunate to have met in Antonio a vacation
29:27
rental World Summit. And he changed my life when I
29:29
went September 2021. So I admire him, what he does.
29:34
And I finally, finally found my people.
29:37
I feel like, I know it sounds cheesy, but it's true for, you
29:41
know, professionally meeting all of you in Europe and we all have
29:46
the same passion and great care and concern to be better, to do
29:49
better by a gas by our owners. And that's a beautiful thing.
29:53
So I admire everyone in this industry industry their friend a
29:56
friend of mine has properties in Missouri.
29:59
I just admire everything that she does to the team at
30:02
Touchstay to I was part of a mastermind group.
30:07
I just adore everyone Richard from the UK hello and hi and
30:11
Christophe who created reviews REVYOO s.com look it up.
30:17
I love that system because you know, we're in the business of
30:21
reviews. We all have reviews from Google
30:24
and VRBO and Airbnb. No one has time to research
30:28
that. So I like it now when I because
30:31
Christophe was genius creating this.
30:33
I like it when guests and owners and say, click on that guest
30:36
reviews on my website and look, I'm not perfect, but a majority
30:40
are five stars. So and again and always those
30:43
three star ones humble you like I checked one other twice.
30:47
Why is she giving me a three star review?
30:49
You know, it humbles you. So with with that.
30:53
And then there's my friend in Yella in Marbella who has
30:56
overseas school apartments. I look up to her every day.
31:00
She is just her energy is amazing, her focus and her
31:04
intelligence and her husband is fabulous as well.
31:07
And then my friend Deborah in and who's in niece originally
31:11
from Australia. I mean, there's so many women
31:14
and Lisa Rhodes, I can't forget bring out her too.
31:17
So there's so many amazing individual I met in this
31:20
industry that have a passion to be better and to take care of
31:24
our guests and be honest. Because at the end of the day,
31:27
it's cool to be kind. But let's be honest, no one's
31:30
perfect. Let's just, you know, we're all
31:32
trying to navigate this life together.
31:34
I just say let's just be nice and have fun with it.
31:38
Amen to that. Yes, the next question was going
31:40
to be an individual in this space, but you've, you've named
31:42
loads of people anyway, so we'll, we'll skip past that.
31:45
One final question then. What's been your your biggest
31:48
lesson learned since getting involved in the vacation rentals
31:51
industry? Wow to not take everything so
31:55
personally. I I'm a people pleaser meets
31:59
entrepreneur that's tough to not take in everything.
32:04
So personally and learning to take, I know everyone's talking
32:10
about self-care and take care of yourself, but I'm Gen.
32:14
X and growing up, you know, it was all OK, that's terrible that
32:18
happened, but got to suck it up, put on your big boy pants and
32:21
move on. And that is a great concept and
32:25
work ethic to have. But sometimes for me, I've
32:29
learned I need to have a cup of coffee and if it's 7:00 AM and
32:33
I'm getting texts coming in, I have to say I'm in a meeting
32:37
right now. I'll get back to you in the next
32:38
20 minutes because I just, I need that time.
32:43
And I think that's what I've learned to not take everything
32:46
personally. I still do.
32:47
So I'm a work in progress. I'm not perfect, but and also
32:52
just taking that 20 to 30 minutes of time.
32:55
And that's where I know it may be a white line.
32:57
I'm in a meeting, I'm in a meeting with myself and I am
33:00
looking at where I'm very blessed where I live right now.
33:03
I'm looking at the the trees and just focused and taking a breath
33:07
saying it's going to be an amazing day.
33:10
But sometimes you just need that 20 to 30 minutes to start your
33:13
day and have some quote UN quote me time and then your day is
33:16
just going to be so much better. Very much agreed.
33:20
Yeah, you do have to have a thick skin, and sometimes you
33:22
think you've developed a thick skin.
33:24
But yeah, like you say, that two star or three star review comes
33:27
in and yeah, it goes out of the window a little bit.
33:30
But anyway, Robin, it's been a real pleasure.
33:33
Thank you so much for joining us on the Host Planet podcast.
33:37
Thank you very much for having me.
33:38
Great chat to Robin Bass there from Premier Properties USVI.
33:42
That's just about it for today's episode.
33:44
Remember, this podcast is brought to you in collaboration
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