In difficult times, this owner used our tools to grow revenue

Gina O'Halloran spent a decade in hospitality before starting her own holiday rental company, Lake Concierge, representing a portfolio of rental homes in popular resort areas of Indiana and Michigan, USA. While working with us over the last five years, Gina’s business has grown quickly. Today, she has 11 properties under management.   

When the pandemic started, Lake Concierge began to get cancellations far in excess of their normal rate… fast! In fact, by capitalising on returning demand, she was able to increase revenue by 50% year-on-year. 

Gina credits several things for helping her to increase revenue, even in the face of a difficult travel environment.   

First, we were strongly supportive of flexible cancellation policies. Lake Concierge gave full refunds to everyone that cancelled. And, when  reservations started to come in again, this focus on great customer service paid off. Many of the travellers who cancelled returned to rebook—some for even longer stays—showing their appreciation for how flexible she had been. 

The second thing that Gina knew she must do was to make sure that all the properties were stringently clean and sanitary, so guests felt that they could safely stay. The Lake Concierge team made sure that all local government cleaning guidelines were implemented fully. It was critical to make sure that the properties had supplies in place for each stay, so that guests had everything they needed to feel comfortable. Gina’s team worked hard to obtain the supplies and make them available in spite of Covid-19 shortages. 

Finally, she intensified her focus on guest communication—before, during and after the stay. This kind of proactive communication was really important to her guests and helped to ensure that their stay was exceptional. 

Gina stresses the importance of earning five-star reviews, and offering personalised service helps to ensure that her properties regularly get them. These great ratings helped Gina to become a Premier Host. Today, 98% of her business comes from our platform. 

She also appreciates the close partnership with her account manager, which gives her access to insights and guidance that help her to compete. Gina worked with her account manager to make sure that every Lake Concierge property listing offered a compelling story of what it would be like to stay, describing the property in ways that grab attention.  

And there’s the peace of mind that comes from working with a leading brand. We offer insurance, damage protection and liability protection that Gina can feel great about, and she knows that the owners of the properties that she represents can be confident as well. 

Looking forward, Lake Concierge plans to keep its flexible cancellation policies in place, with full refunds available up to one week before the stay. This gives travellers the confidence that they can book now and cancel later if their circumstances change.  

Gina’s team will also continue to deliver the kind of service and guest interactions that separate them from the competition. Gina is hopeful about the future, and as the pandemic recedes, she plans to expand by adding more properties to the Lake Concierge portfolio.