How Guesty Helped This Property Manager Grow & Cut Workload By Over 90%
August 1, 2016
“I feel like I can offer this service because of Guesty. I would not even consider it an option if you guys didn’t exist.”
Washington, District of Columbia, United States · Member since February 2015
Full-Time Property Manager & Owner of Great Dwellings Airbnb Host
Before Airbnb, Karl Scarlett was a full-time network engineer and IT consultant working 80-hour weeks to keep up with the expenses of D.C. and of schooling for his children. He had hopped on the Airbnb train years ago, in search for a long-term tenant in his extra property. It was only after he has secured a few annual leasees through Craigslist that he remembered his Airbnb account was still active. He logged into hundreds of unanswered inquiries that had accumulated over time. The potential in offering short-term rentals suddenly became obvious, so he decided to actualize it.
After some home renovations and a new Airbnb account, Karl began getting guests immediately. But to accommodate everyone, there’s a huge need for availability. “Day 1, it was overwhelming with the amount of questions being asked and the amount of inquiries to answer, because everyone wants to hold a conversation before they book. But, I have a full time job.”
He introduced Guesty into his rental business after only a few weeks down the line. One unit quickly turned into three, and Karl decided it was time to launch Great Dwellings, a full-service Airbnb property management company based in DC.
Within a year, Karl has expanded to ten clients and is currently planning to take on a more managerial role by helping his DC neighbors leverage Airbnb for their own rental businesses. This step professionally is one that Karl credits to the success of his own experience with Airbnb and Guesty alike: “I feel like I can offer this service because of Guesty. I would not even consider it an option if you guys didn’t exist.”
“I always want to respond quickly and there’s another element of stress because Airbnb is tracking your time.”
Maintaining a high-rated Airbnb profile requires the host to offer constant communication with and availability to guests, and this almost drove Karl away: “Friends and coworkers were trying to talk me out of hosting by saying, ‘A friend of mine stopped doing it because she spent more time answering questions than anything else’. It exasperates you when you see another question come in, and you realize, ‘Oh no, I’m driving right now’. I always want to respond quickly and there’s another element of stress because Airbnb is tracking your time.”
This stress is undeniable, but staying active and available are a few of the only ways that Airbnb can reward the best hosts. So, Karl began looking into the profiles of other hosts to gain some insight into how they managed to offer so much of their time to stay highly rated and successful. That’s when he found Guesty on another host’s profile.
“I think I probably would have thrown in the towel because it was so much, but since then I’ve gone from 1 client to 10.”
What happened next, changed the game for Karl completely. “I signed up with you guys really early. And it made the process way easier, right off the bat. I think I went a month without you guys, realized I couldn’t do it, and then from then on it’s made the whole process a lot easier. In fact I think I probably would have thrown in the towel because it was so much, but since then I’ve gone from 1 client to 10.”
Generally, “having many units would be overwhelming and stressful”, Karl admitted. “But you guys are able to vet issues and understand what’s important and urgent, and it’s lowered my stress-level tremendously.”
“Even though I have multiple properties with people from all over the world because I know that inquiries are being handled and guests’ questions are being answered.”
From 80-hour work weeks in engineering and consulting, Karl has now shifted to a much lighter workload. “The time I spend with my properties, it’s so low, I don’t even have to spend much time at it at all. For all units, I could literally spend only a couple of hours the whole week.”
Now only spending about 4-5 hours a week tending to guests, Karl can also afford much more time with his kids and building the business. “Since I’ve been able to do Airbnb, I can sleep better and spend more time with my kids – which is awesome. And I can directly credit Guesty for that. I feel like I could literally put my phone on “Do Not Disturb” at night so I can comfortably get a full-night’s sleep, even though I have multiple properties with people from all over the world because I know that inquiries are being handled and guests’ questions are being answered.”
I can sleep better and spend more time with my kids – which is awesome. And I can directly credit Guesty for that.
With Guesty’s quick and constant communication throughout the guest lifecycle, Karl has noticed a significant increase in bookings. “I’m booked up months in advance now in all properties. That says a lot to how quickly you guys are responding to the inquiries and following up, which I think is pretty awesome.”
Guest Communication & Satisfaction
What’s even better than being fully booked is being fully booked with happy and satisfied guests. And, because Guesty offers a white labeling solution, all guest interaction can feel personal or even branded. “I love the option you guys [communicate in] my name, it is phenomenal.”
This feature, along with dedicated our receptionists, definitely adds an unmatched level of service. “One thing that’s really notable is that I had a guest say that communication with me, which was really with you guys, was the best experience he has ever had on Airbnb. You could tell he truly meant that.”