The Boostly Podcast: Enhancing the Guest Journey with Mike O’Connell of Happy Guest

Episode Release Date: January 20, 2025

In this engaging episode of The Boostly Podcast, host Liam Carolan delves deep into the intricacies of enhancing the guest experience in the short-term rental industry. The episode features Mike O’Connell, the founder of Happy Guest, who shares invaluable insights on streamlining the guest journey, maximizing direct bookings, and generating ancillary revenue. Hosted by Mark Simpson, the podcast continues its mission to empower hosts with the tools and strategies necessary to thrive in a competitive market.

Introduction to the Guest Journey

Liam opens the discussion by emphasizing the importance of the guest journey and experience in fostering direct bookings. He introduces Mike as a pivotal figure in this domain, highlighting Mike’s passion for improving guest interactions. Liam states:

“If you have a good host who is given a good guest experience... that starts with, I know what we're going to be diving into today...” (00:59)

Mike responds by underscoring the necessity for hosts, regardless of their business size, to leverage technology to operate efficiently and independently from OTAs like Airbnb. He mentions:

“You can operate your business just like that big, you know, thousand property and property enterprise business does... you don't need to be limited by the technology that's out there.” (01:20)

What is Happy Guest?

Mike introduces Happy Guest as a comprehensive guest management system designed to optimize the post-booking experience. Unlike traditional property management systems (PMS), Happy Guest focuses entirely on the guest journey after the booking is confirmed. Key features include:

• Guest Onboarding: Guests receive a unique link to complete house rules, sign rental agreements, purchase damage waivers, and upload IDs.
• Check-In Instructions: Seamless delivery of check-in details upon completion of all necessary steps.
• Personalized Content: Directions, personalized videos, upsells, and guidebooks are all consolidated within the platform.

Mike explains:

“Once they complete all those steps, that's when they're given their check in instructions... it’s a clean, easy way to guide them through that guest journey.” (05:29)

Differentiators of Happy Guest

Liam commends Happy Guest for its unique and engaging approach compared to other similar software. Mike elaborates on what sets Happy Guest apart:

• Gamified Check-In Process: Incorporates interactive elements to enhance guest engagement.
• Personalized Videos: Hosts can create custom videos for specific property features, simplifying guest instructions.
• Psychological Insights: Designed to minimize guest drop-off by making the process enjoyable rather than tedious.

Mike notes:

“It's not like I'm going to an email and signing a rental agreement... It's almost a gamified check in process.” (06:56)

Integration and Ease of Use

Liam and Mike discuss the seamless integration of Happy Guest with existing PMS systems, emphasizing its user-friendly setup. Mike highlights:

“We're integrated with, you know, a handful of PMSs that you guys are probably using... We're going to help you along the way.” (08:52)

The platform also allows for embedding personalized videos, making property-specific instructions clear and engaging. Mike shares an example of a treehouse property where a time-lapse video replaced lengthy written directions, enhancing guest understanding and satisfaction.

Features and Benefits

Happy Guest offers a suite of features aimed at enhancing both host and guest experiences:

• Security and Waivers: Guests can opt for a $45 damage waiver instead of a $1,000 security deposit, providing financial protection and convenience.

  Mike explains:

  “If someone damages a couch... you're protected there.” (14:18)

• Upsells: Automated early check-in and late checkout options are presented to guests, increasing revenue without additional hassle.

  He elaborates:

  “We have the most popular upsell... it’s going to let them know at 1:30, hey, you can get in here for $10 an hour...” (17:42)

• Ancillary Revenue Streams: Additional services like selling Polaroid cameras or offering local experiences enhance guest satisfaction and generate extra income.

  Mike shares:

  “It's something special that that family that has that Polaroid that brings it down to the beach and gets like a picture they can bring home is going to give me a five-star review...” (12:26)

Revenue and Upsells

The conversation delves into the financial benefits of using Happy Guest. Mike discusses how the platform enables hosts to effortlessly generate additional revenue through strategic upsells and ancillary services. Examples include:

• Early Check-In: Automated processes allow hosts to offer early check-ins at a nominal fee, ensuring guests can settle in promptly while maximizing property utilization.

  Mike states:

  “With Happy Guest, if you run it in that, that capacity, you're always going to have that hour on each side.” (19:10)

• Damage Waivers: By offering damage waivers, hosts can protect their properties without the complications of handling security deposits, leading to smoother transactions and happier guests.

  As Mike explains:

  “It's a common sentiment... there's an easy way in the app to report damages, take photos, all that fun stuff.” (15:38)

Founder's Motivation and Vision

Mike shares his motivation behind founding Happy Guest, emphasizing the need for a simplified, effective solution that enhances the guest experience while providing hosts with robust tools to manage their properties independently from OTAs. He reflects:

“We really wanted to make something super simple for the person with one property and then something that, you know, large operators can use too.” (24:08)

Mike also touches on the importance of building a direct relationship with guests, collecting their emails and phone numbers for future marketing and fostering direct bookings.

Pricing Model

Addressing concerns about affordability, Mike outlines Happy Guest's innovative pricing structure:

• Consumption-Based Pricing: Hosts pay based on the services they utilize, avoiding hefty upfront fees typically associated with property management software.

  He details:

  “Happy Guest is fully consumption based. Right. So if you make an upsell, we take 10% of that and you can pass that 10% off to the guest.” (26:18)

• No Annual Fees for Boostly Customers: Special offers are available for Boostly listeners, waiving the standard $99 yearly fee.

Mike emphasizes:

“We're literally paying you. And I'm not saying it's too good to be true. Come try it out.” (26:18)

Final Thoughts and Conclusion

As the episode draws to a close, Liam and Mike reiterate the significant advantages of adopting Happy Guest for managing guest experiences and increasing revenue. Liam encourages hosts to take action and explore the platform, highlighting the seamless integration and tangible benefits showcased throughout the discussion.

Mike leaves listeners with a motivational mantra:

“Just don't be afraid to do something that's unexpected... your guests are the ultimately the ones that are putting money in our pockets.” (31:35)

Liam wraps up by urging listeners to share the knowledge and leverage Happy Guest to gain a competitive edge in the thriving travel market.

Notable Quotes

• Mike O’Connell: “You can operate your business just like that big, you know, thousand property and property enterprise business does... you don't need to be limited by the technology that's out there.” (01:20)

• Liam Carolan: “It's something special that that family that has that Polaroid that brings it down to the beach and gets like a picture they can bring home is going to give me a five-star review...” (12:26)

• Mike O’Connell: “We're literally paying you. And I'm not saying it's too good to be true. Come try it out.” (26:18)

• Mike O’Connell: “Just don’t be afraid to do something that's unexpected... your guests are the ultimately the ones that are putting money in our pockets.” (31:35)

Final Takeaway

This episode of The Boostly Podcast provides hosts with actionable strategies to enhance their guest journeys through innovative tools like Happy Guest. By focusing on seamless integration, personalized guest experiences, and strategic upsells, hosts can not only improve guest satisfaction but also significantly boost their revenue streams. Mike O’Connell’s insights offer a roadmap for hosts seeking independence from OTAs and aiming to build a sustainable, profitable short-term rental business.

For those interested in transforming their guest management processes and increasing direct bookings, Happy Guest presents a compelling solution worth exploring. Visit happyguestofficial.com/forward/boostly to learn more and get started today.