Crafting Memorable Guest Experiences with Tyann Marcink

In this episode of STR Data Lab, Jamie Lane, Chief Economist at AirDNA, sits down with Tyann, the 'Queen of Guest Experience,' to explore the art of guest communication in the short-term rental space. Tyann shares her personal story, reflecting on how clear, consistent communication has been key to her success. From early challenges with math in college to her rise as an industry leader, she brings authenticity and insight to the conversation.

Tyann’s journey started in 2007 as a "hobby host," and today, she manages multiple property brands in Missouri, including historical rehabs and purpose-built homes. She also highlights her role at Touch Stay, a digital guidebook platform, explaining how its features elevate guest communication and enhance the overall experience. A recent Touch Stay study involving over 2,000 travelers revealed that guests who receive six or more messages tend to spend 60% more and report higher satisfaction.

During the episode, Tyann stresses the importance of tailoring communications for different preferences, utilizing channels like email, text, and even video. She also touches on the finer details of setting up a vacation rental, emphasizing that addressing even small guest concerns can significantly improve their stay.

The discussion moves into how evolving technology is meeting rising guest expectations, and how property managers can leverage digital tools to streamline operations. Tyann wraps up with an unforgettable story of a guest accidentally leaving an urn behind—reminding us of the unpredictable, yet rewarding nature of the business. She encourages listeners to connect with her on social media and explore Touch Stay to boost their property’s guest experience.

You don’t want to miss this episode!

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https://tyannmarcink.com/blog/

https://x.com/tyannmarcink

https://www.linkedin.com/in/tyannmarcink/

www.touchstay.com

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Connect with Jamie on LinkedIn and Twitter:

LinkedIn: https://www.linkedin.com/in/jamiehlane/

Twitter: https://twitter.com/Jamie_Lane

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Building a Design-Driven STR Portfolio with Red Cottage CEO Matthew Orley

In this episode of STR Data Lab, Jamie sits down with Matthew Orley, CEO of Red Cottage, to explore the company’s unique approach to short-term rentals. Matthew shares the story behind Red Cottage, which he acquired two years ago, and explains its focus on design-centric homes in the Catskills and Hudson Valley regions. Red Cottage primarily caters to weekend travelers from New York City, Boston, and Philadelphia, with an emphasis on aesthetically appealing properties across various price points.

Matthew highlights how Red Cottage provides unique value to homeowners by attracting a distinct clientele and curating listings that stand out in the competitive short-term rental market. He also touches on their impressive direct booking rate and the recent launch of a membership program offering exclusive perks like discounted rates, waived fees, concierge services, and early access to new properties.

He explains how the steady demand for weekend getaways in their market helps them manage lower seasonality compared to other vacation destinations. Matthew also reflects on the impact of COVID-19, noting the initial surge in demand followed by market normalization. To stay competitive, he emphasizes the importance of adopting new software, leveraging technology, and building strong partnerships.

Matthew also dives into the operational challenges of property management, stressing the need for scalable systems and efficient information management. He wraps up by discussing the future of the property management industry, predicting continued consolidation and professionalization as a response to rising operational costs and the increasing need for advanced tech solutions.

You don’t want to miss this episode!

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https://www.linkedin.com/in/mattheworley

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Signup for AirDNA for FREE👇

https://app.airdna.co/data

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Connect with Jamie on LinkedIn and Twitter:

LinkedIn: https://www.linkedin.com/in/jamiehlane/

Twitter: https://twitter.com/Jamie_Lane

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