We stayed at two vacation rentals back to back on our trip, and the difference between the two people running them taught me more about business than any course could.
On our trip out west, we booked two rentals back to back. Same family, same week, same simple needs. Two completely different hosts. And the gap between them is the whole lesson.
Host number one: the burden
The first place was remote. We knew that going in. That was the appeal. What we did not sign up for was everything else.
It was nearly impossible to find. I had messaged days ahead asking for directions, and all I got back was an automated “the address is correct.” We finally rolled up around 8:30 at night, no cell service, staring at an overgrown driveway covered in no-trespassing signs, not even sure we were in the right place.
When we reached the host, she was annoyed we had called at all. Inside, there was no hot water. My son took a cold shower before we figured that out. There were no washcloths or hand towels for six people. She eventually said “just cut up the towels to make washcloths.” When we asked how to turn on the hot water and where the basics were, her answer was essentially “go buy them yourself,” from a cabin that was 30 minutes of cliff-edge mountain road from the nearest town.
Then, around 10pm, she texted: get out. She wanted us to pack up two kids and two grandparents and leave, at night, on that road. My husband got her on the phone, calm and polite the entire time, and basically talked her into letting us stay.
The next morning she called and apologized. She had been dealing with sick parents and a brutal day. I genuinely get that. But here is the thing.
Host number two: the abundance
Because we left that first place a day early, we called the second rental to ask if we could come sooner. The host said “sure, come on, no big deal,” did not gouge us for the last-minute change, and had it ready.
When we showed up, he had already sent directions and a heads up about wildfires in the area. When that place also had a hot water problem (I promise it was not us), his response was immediate: “I can be there in five minutes, let me fix it. I want to make sure you have hot water and a good stay.” He even drove to another state to pick up the parts he needed to fix the boiler. He then guided us out to a gorgeous overlook near the cabin and told us to come back anytime.
Every single interaction was the same question, just phrased a few different ways: how can I make this better for you?
Same need, two completely different feelings
With the first host, every time we spoke I felt like a burden. Why are you calling me, why are you bringing me this problem, did I not already deal with you. With the second, I felt like a guest someone actually wanted in their home.
Here is why I am telling you this as a business owner and not just venting. That contrast is the entire game.
Ask yourself honestly:
- Do your clients feel like VIPs, or like an interruption?
- When someone brings you a problem, does your team hear “how do we fix this,” or “why are you bothering me with this?”
- Do your employees feel taken care of, or do they feel like a burden too?
Now, about the bad day. The first host blamed her attitude on a rough day with sick parents, and I do have compassion for that. But when you run the business, you do not really get to have those days, at least not out loud and not at the customer. We have all had the office day where everything goes sideways and we are shorter with people than we should be. I have done it. It does not make it right, and this trip held up a mirror for me.
You can be in the business of hospitality, or cleaning, or anything else. You cannot deliver a good experience while treating the people paying for it like garbage. Same goes for the people working for you.
The takeaway
Two hosts. Same week, same hot water problem, same simple requests. One made us feel like a burden. One made us feel like the most important guests he had ever had. Guess which one I would book again, and tell everyone I know about.
So here is my honest question for you, and answer it like nobody is watching: if your clients and your team described how you make them feel, would they say VIP, or would they say burden?