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

Gina Ohalloran spent a decade in hospitality before starting her own vacation rental company, Lake Concierge, representing a portfolio of rental homes in popular resort areas of Indiana and Michigan. 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 capitalizing on returning demand she was able to increase revenue by 50% year-over-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 travelers who canceled returned to re-book—some for even longer stays—showing their appreciation for how flexible she had been. 

The second thing Gina knew she must do was to make sure all the properties were stringently clean and sanitary so guests felt they could safely stay. The Lake Concierge team made sure all CDC cleaning guidelines were implemented fully. It was critical to make sure 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 ensure their stay was exceptional. 

Gina stresses the importance of earning 5-star reviews and offering personalized service helps ensure her properties regularly get them. These great ratings helped Gina 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 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 ease of mind that comes from working with a leading brand. We offer the insurance, damage protection, and liability protection that Gina can feel great about and she knows the owners of the properties 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 travelers the confidence 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 plans to expand by adding more properties to the Lake Concierge portfolio.