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- [00:00]
A
Hey, welcome back to the Boostly Podcast, the podcast that gives you the tools, the tactics, the training and most importantly, the confidence to go out there and get more direct bookings. Today we're doing something a little bit different. We are deep diving into a particular PMS and all the reasons, all the things that you need to know about as a host as to why you may consider that PMS. Now, boostly, we're partnered with many, many PMS's, some of the top ones in the industry. And this isn't to say, hey, just look at this particular one. This is to say, if you're considering this particular one, let's talk to a host who knows about that, who's using it and you can get information from. And this is where we're quite lucky. We've got some amazing, amazing hosts as part of the Boostly Academy. And the host today has kindly agreed to come on and to share their experience of hospitable, the PMS or the channel manager. So let me introduce, we've got Blake Blair. Blake is from Duarte Destinations. He's a member of Boostly, he's got an amazing hospitality business and I'm excited to dive in today. So welcome along, Blake. Thank you for joining me.
- [01:07]
B
Yes, thank you for having me, I really appreciate it.
- [01:10]
A
So, Blake, I know I've teed up a little introduction, but can you just cover more about your business, what you do? So people got an idea of what you do and then we can dive more into Hospitable.
- [01:22]
B
Yeah. So as you said, Doherty Destinations, I've shortened that down from my website to-des.com so that way it's a little bit easier for people to find my website. What I do is I manage short term rentals and I try to do a hybrid strategy of short term and midterm rentals to try to keep my occupancy up with this, with this growth with Boostly, I've actually started to create a little bit of a project. So I've got the Houston Hospitality Collective in my Houston market to bring hosts together so that way we can collectively market for each other and then also have one direct booking website for our market. So it keeps guests in one area, one site, so that way they can book and have a variety of properties to choose from. And then lately I have been diving into system integrations and revenue management to help other hosts improve their not only their occupancy, but also their profits. Wow.
- [02:20]
A
Going to have people reach out for you. And is this, which area do you.
- [02:24]
B
Cover at the moment the markets that I'm in, I am in Houston. I've picked up some clients in Austin. I'm in Tennessee, in the Smokies area. And then I've got a property I'm managing in Big Bear, California. So just kind of spread out in the US as clients come in. However I can help. My latest client is expanding into Hawaii. So if things go well there, then we'll be. We'll be expanding out to Hawaii.
- [02:55]
A
Wow. Wow. So this is. Hey, good people are in good demand. And that sounds like. That sounds like you're in demand there. And we know you're a great person just from the communities and all the help that I see you give in the Facebook groups. I mean, that's how we've ended up on this call, isn't it? So that's amazing. And thank you so much. So let's talk about Hospitable. How long have you been using Hospitable? The we see it all the time. Hosts are confused about which ones to go for. Why did you choose Hospitable?
- [03:23]
B
So I chose Hospitable through using it from one of my clients. So one of my clients asked me to do their system integrations on their. Their PMS choice, which was Hospitable, and I had not heard of them. So for about a year, I helped her. I got her system set up, and then I helped her with some of her processes. And she. She was asking me for extra tasks to get done within that pms. And so I learned a lot about it. And as I learned about them, I jumped on some of their calls and understood what exactly it is that they were doing and offering and training. And as their business grew and as their system grew, I decided to switch myself over to Hospitable because I saw what great features they were adding and how much they were improving.
- [04:15]
A
That's cool. That's really cool. I mean, the. I know they've got some great leadership crew across there, but also they're always pushing forward, aren't they, with. With the new ideas. And I know Boostly, we work closely with them. So what features do you like most about them? Let's dive into the features.
- [04:33]
B
So I think what is some of the best features that they have is their AI messaging. When I think AI came out, they were one of the first ones to actually implement AI into their. Into their system. So it's already built into the pms. And as, like chat, GBT became better and made improvements, so did their AI model. And it's become Something that's very responsive and very accurate when you're, when you're using it. I mean, I have guests that, you know, may ask a very specific question and somehow the AI is able to draw from the listing and find the answer or I don't know if it draws from the past communications or what, but able to get the right answer very often. So it's really neat to be able to use that AI messaging. What drew me, what sold me to switch my own properties to Hospitable is actually their integration with Google Vacation Rentals. I think that as Google Vacation Rentals goes, because everybody goes to Google to start their search for stuff that's going to be something that's a little bit more prominent in search results or in people's searches. So with Hospitable's connection with Google Vacation Rentals, not only did they get off the ground pretty early on, but they allow you to link on Google Vacation Rentals to your direct booking website. And this is something that is a little bit harder to do for maybe other PMSs. But I think it's important because if you're on Google Vacation Rentals and the official site is Hospitable for direct bookings, you click on the link, it goes to your, your direct booking website. For me, it's my boostly website and that takes them straight to my page, which you know, I've made, I've customized and it's, it's what I like to see. Whereas some other PMS is you have to go to that PMS's direct booking website because of their connection with Google Vacation Rentals. So it takes you to their own landing page. And I like to have a seamless flow. So if you were to go to the official website, and the official website is min. That's, that's what I think is more important and very necessary when you're building that trust with your guests.
- [06:50]
A
100% agree.
- [06:51]
B
Yeah, absolutely.
- [06:53]
A
So you're, you've, you've made the switch obviously to Hospitable. The AI features and the messaging feature, I see this talked about quite often in the Facebook groups where the messaging, when people say I want one of the best guest interaction and best messages and Hospitable gets mentioned more often than not. And it's one of the features that I hear a lot about to hear they've got the AI features. I mean I'm a host who, I've not had first person experience like you. And this is exactly what I wanted to bring people's attention to in this. So if you're watching this or listening to this, thinking about, you know, pmss, or maybe this is the first time trying to decide on one, then each PMS has got its own set of, you know, menu layouts, features, values, service. All of this stuff makes a difference, doesn't it? And having those, that messages feature and AI feature is amazing. But like you say, Google Vacation Rentals, there's this whole thing in the industry at the moment where normally it ends up on the PMS page. Well, for Hospitable, it ends up on your customized website. So you can get the message, the feel, the vibe, everything you want on there. They're more likely to book. Right? So that sounds really good. Is there any other features that you want to, to dive into or, or to, for us to hear about?
- [08:09]
B
You know, one other feature that one of my clients brought out and the reason why she asked for advice onto what, what PMS to pick, and I brought up Hospitable is when you are on a PMS that requires an API connection, there are times or there are some PMSs that creates a block. With Airbnb, this doesn't allow you to do the Airbnb promotions. And so because you have that connection, Airbnb says you have to use your PMS to make any changes. And so it reduces your ability to use, to run promotions. Because of Hospitable's connection with Airbnb, if you wanted to run a promotion, you could, because there's not, there's not that connection there that forces, forces you to use your PMS to make changes on Airbnb. So I think that feature is just like a benefit of the way that the connection is not necessarily a benefit of a feature, but just a benefit of the connection with Airbnb.
- [09:09]
A
It's funny you should say that, and it's great you brought people's attention to it because this is one of the things where when you first get a PMS in general, suddenly some of the options that you've got on Airbnb is a lot, don't they? You can't, you can't suddenly access certain menus. And that is because of the connection you've just mentioned that ultimately you've got the software, it's controlled from that software and sent that information to Airbnb. Like you say, with Hospitable, you haven't got to worry about that. You've still got access to everything that you might want access to. It's worth mentioning you can, if you're with another PMS There is an option you can part sync it so you can get some of those options back. But like you say, this is just, it's keeping things as simple as possible and as easy as possible, which is so important for us as busy hosts. Having access to all the menus, you know where they are, you're already on there. You know that it's a great, like you say, it's not a feature, but it's a great thing with Hospitable in general, isn't it? That's very easy in that way to use with, with Airbnb and with the OTAs. So are there any features that you'd love to see from Hospitable perhaps in the future or any kind of things that you'd like to draw attention to that is on the wish list? You know, hey, this is what I'd like to see from them.
- [10:28]
B
Yeah. One of the things that I think would be amazing, and I'm sure it's in the works, is a text messaging feature for guests. So at the moment, direct booking messages go out to the guest via email and if what I usually do is I'll, I'll jump on either WhatsApp or I'll just text them directly to get some of those messages out. But if they have a text messaging option where it'll send out the, the automated messages to your guest via text message, I think that's huge. I know there's a lot that goes into that and it's, it's very probably regulated and difficult on, on their end. So I, I can understand it taking a while, but that feature I think would just take Hospitable right over the top. Another feature that I think would be helpful, but not necessarily it's not needed is when you have a, for me, I have a. My personal properties that I'm managing under one account and then I have co hosted properties but they can't be under the same account. So I have to have two separate hospitable sign ins. A unified login would be great. So that way I don't have to go into my personal and then co hosted properties. What is nice is several of my clients have Hospitable and I can toggle between them on co hosted, but none of them can be in my personal and that's just, that's just a little feature that would make my job a little bit easier. But other than that I think it's a good system.
- [12:00]
A
Yeah, that's good. And ultimately this is where it comes down to. And my answer often is when somebody says, what PMS should I go for? I go, well, it depends on what you need. And specifically, and this is why, for the first time, you know, when people first choose their very first pms, you don't know what you don't know. So, you know, you might not know if you're going to do co hosting straight away. You might not know if you're going to do full management or if you need reports or, you know, like we say, API connections, direct bookings, all that stuff. So this is where speaking to, to yourself, like, and getting this information is, is so important. I know you're, you're a big advocate of direct bookings, as we are here at Boostly. What do you recommend hosts do? Is there any kind of ducks in a line that they need to do regarding Hospitable and, you know, a direct book and website, Boostly or otherwise? What would you recommend hosts do out there if they was to get hospitable? Any advice, advice around that?
- [12:56]
B
Yeah. Before you can jump into the, the direct booking space and getting all that lined up, you need to make sure all your connections are set up within Hospitable. So connect your Airbnb account, connect your VRBO account, connect your price labs, your Schlage lock, whatever it is that you're using to run your system, it needs to get integrated into Hospitable. I think a lot of newer hosts may not understand that the PMS is what is running the whole show and it's pushing out and taking information from other sources. And so because, because of that, it's the, it's the most important aspect of how you're going to run the business, because you can't just have a direct booking widget on Hospitable if it's not connected to your, to your Airbnb calendar. So making sure that all your connections are set up, going through it and making sure that it's accurate and then making sure your messages are even set up, your automated messages. Because when you set up Hospitable initially, I think it turns on your messages. You have to go through and select which ones you want because if you have a guest coming in the next day or they book in an hour, those messages are going to get pushed out. If you haven't filtered through it or changed the way it customized it to you, it's going to get out as, as a default.
- [14:15]
A
And can you customize those messages per channel? So can I get a different message sent to my direct guest versus Airbnb?
- [14:22]
B
Yeah, absolutely. So what's nice is they have custom coding in your messages. So you can either say if, if these conditions apply, like let's say if it's a direct booking and it's got booked on a Tuesday or something, like you can customize what conditions they are, then you can put what messages go out or what part of that messages go out. So I have custom coding in it so that most of my messages are generic. But the parts where it's specific to a property, like my check in instructions might be different. It is coded so that way if they booked this property, they get this message. If they book this property, they get this message. But it's all under one template. So it's nice because you don't have to rewrite it or, or manage it in different ways. It's just the custom codes allow you to make it so that it apply. It applies to either a different channel, different property, all of it. You can even have it so that it comes from different people. So like I have co hosted properties. Well, I can have it so it comes from the owner of that property, not from me. Just so it looks seamless or, or, or they don't have to know that you know, they had there, there is another co host, but it's actually coming from the host that's on the property. So it's kind of nice.
- [15:39]
A
No, that's really good. This is some of the most customized systems in regards to messaging that I can, that I know of, you know, out there in the hospitality space. So that is really cool. So I got two more quick questions for you. So the one is who would you say Hospitable is ideally for? So you know, like for instance, you've got so many different types of hosts. You've got mom and pop hosts out there. You've got hosts with like thousands and thousands of units. Is there in your opinion, is there kind of like who does it suit best?
- [16:13]
B
Ideally, I think Hospitable is good for anybody between let's say one to five properties. And if you're managing your own or co hosting your own, it's very, you know, let's say a smaller number. As you grow and expand you're going to need additional features like that two way API connection, so that way you can make edits within your PMS that push out to your properties. And when you're managing, let's say 10, 20 properties, you want to do that once instead of having to go into different places. And so just for the purpose of time saving, when you have a larger portfolio that, that you may consider a different pms but also when you have a larger portfolio using, you're usually managing for others. So if you're using escrow accounts to pay out your owners, you're going to need a different, a little bit more robust of an accounting system built in, which is something that, you know, it's not a feature that's built into Hospitable at the moment. So I would definitely look into considering other options if you're, if you have a high portfolio, high property portfolio, or you have those high accounting needs.
- [17:28]
A
Yeah, makes sense. And do you know, the funny thing is when we were at the shorties the other day, we just gone through the shorties in London and one of the presenters there, Paul, mentioned that actually most of the industry, they got everyone to raise their hands if they've got more than five properties, but most of the industry have only got one or two. You know that this is an industry made up of people, people with a few properties and they group together like, like what you mentioned with Dust. Do you know, I mean like. And this is, this is the cool way, this is what makes this a awesome community to be part of. So before we share how we can come and get in touch with you and your, your cool links, for anybody who's listened to this podcast thinking, do you know what, I might give hospital a go, can you just share how it's impacted your business overall?
- [18:17]
B
Yeah, absolutely. I think that, well, one of the main features for my business with Hospitable is their cost efficiency. So the way that they do their pricing especially what works well with my hybrid model is they're only going to charge you for the properties that have bookings within 30 days. So within that term. And so if you're on a midterm, you have a six month booking, then you're not paying for that property on the per property charge. Also their costs for property or their costs to get started are much less than others. And so you're getting a lot of bang for your buck on this on this system and I think it's well worth it. And so cost efficiency, I think I cut my PMS cost in half when I made the switch. So that's helpful. As far as my, the collective that I spoke of earlier, it's most of my owners are all inhospitable and it makes it super easy to integrate their direct booking into our collective website. So all I need is their widgets, their widget codes and then we scrape their property into the boostly website, grab their widget code, throw it in and it makes it seamless. So it's really nice to be able to have several different owners on different accounts. And I'm not even co hosting for them or I'm not part of their, their business structure, but they have Hospitable. I can take their, their booking widget, just throw it in and that's helpful.
- [19:44]
A
That's really cool. No, that is very cool. And thank you so much for, for doing this, Blake. I mean, I've, I've learned a lot about Hospitable and I hope you listening to this or watching this on the Boostly podcast has, has learned a lot as well. So what I'm going to do is throw the mic open. Blake. So how can we find out more is there? And by the way, for anybody who's considering there are links around this podcast or around this YouTube video and if you want to click those links, that'll take you straight over to the Hospitable website and it'll take you to Blake's links, which is amazing. But Blake, if you can share, how do we best get in touch with you?
- [20:21]
B
Normally people find me on Facebook. You can. I'm part of the Boosted community. I'm part of BR Builds community, several different communities out there. I try to give back as much as I can and help others. Um, you can find my social media handles at duartidestinations for the business and if you need help or you just want to reach out direct, you can actually go to my website and you can. There's a WhatsApp button on there. You can just hit me on, on WhatsApp. So the website's-desk.com and anywhere around there you can find ways to, to get a hold of me.
- [20:57]
A
Awesome. Thank you so much. And as I say, those links will be around here. Thank you. Blake, was there any. Anything last to share before we. We bring it to a close?
- [21:07]
B
I don't think so. I think this, this has been great. I really enjoy sharing information about different PMSs. And that's not to say that, you know, there's other ones that are. That's more useful for others. Like you said, it depends on what you need. But I think that Hospitable found a way to appeal to a majority of hosts, majority of hosts that we deal with. And I think that it's a great product for, for people to try 100.
- [21:36]
A
Well, thank you so much for the value you share, Blake, and I'm sure we'll see you in the communities that's it from the Boostly podcast for this one. Thank you so much. We'll see you on the next one.