Interview: From a Good to Great Host

November 2024

In October, we interviewed Holidu host, Sergio at our office in Catania about being a holiday rental homeowner. He shared his tips and expertise on what it means to be a great host and provide the best guest experience.

Linda: Hi Sergio, welcome to our Holidu offices here in Catania.

Sergio: Thanks for inviting me, it’s a pleasure.

Linda: Thank you. How did you discover Holidu, and why did you decide to give it a try?

Sergio: Well, I found Holidu online. I’m a very curious person, and I noticed that it offered a unique service, so I was immediately interested. I decided to try it because I think Holidu addresses two major challenges for hosts: overbookings and a lack of bookings. In my opinion, Holidu is an integrated system that effectively tackles both issues, so I was very curious to see how it could work for my property.

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Linda: What have you liked most about Holidu so far, in terms of both features and your relationship with the company?

Sergio: Well, firstly, they respond very quickly, and the customer support is excellent and accessible. Then, there’s the simplicity—having a single app and a unified calendar management system. These are invaluable features for any host, whether managing a single property or multiple properties, and I think Holidu does this very well. This functionality is a core strength of the app.

Linda: And how has Holidu helped you manage your holiday home?

Sergio: Simplicity, really. I’m from Genoa, and I have this little house here in Sicily—a stunning, incredible region. I needed a tool that would allow me to manage multiple booking platforms under one umbrella. A traditional channel manager didn’t quite work for me, but Holidu offered exactly what I required: the ability to work effectively in a simple way. I appreciated the ease of use, especially as it’s accessible even for beginners. A channel manager is more complex, but Holidu combines significant functionality with the ease of using an app.

Linda: Why would you recommend Holidu to other hosts?

Sergio: Mainly for its simplicity and everything can be managed in one app that’s easy to navigate and very intuitive. For example, you can manage multiple booking platforms without stressing over calendars, overbooking issues, or constantly adjusting prices. This is crucial, as these are some of the biggest challenges hosts face, especially in the beginning. Holidu allows you to get into this system very smoothly. So, in my opinion, simplicity is truly the core strength of the app.

Sergio’s Experience as a Holidu Host

Linda: Sergio, what makes your holiday home truly special for you and your guests?

Sergio:  Well, I firmly believe that a holiday home today, in 2024, should offer an experience. It should be something—not necessarily unique, though ideally as unique as possible—but it has to feel like an experience. I think the time has passed when people book a place just to sleep. Especially with flats, there has to be something memorable that makes guests remember having stayed in that specific place. So, my goal is to create a distinctive space. I go for unusual decor, things that make the guest remember my place because I’ve put a bit of my own style into it—a bit quirky.

Linda: Oh yeah? And how do you make your home a true retreat?

Sergio: I love doing research. I mean, I don’t mind borrowing ideas—I travel a lot, and I take inspiration from what I see, whether it’s details in bathrooms or living rooms. I have an artistic side, so I like creating spaces that are a bit unique and colourful. Furthermore, I think this makes a difference, especially in a market where many homes are standardized—clean and nice, of course, but lacking a unique touch. For hosts, it’s essential to offer something distinctive, something memorable. Hotels serve their purpose, but we as hosts provide a different kind of experience. I think that’s the added value hosts should aim for in 2024 and beyond—creating a truly different experience.

Linda: Could you share any personal tips or strategies you’ve used to keep your property fully booked and your guests happy?

Sergio: Sure, I think it’s essential to always offer something unique, something innovative—not necessarily crazy, but something that stands out. With so many listings online, it’s crucial to have photos that show something different from the endless stream of similar images.

Another key aspect guests look for is the host’s approach, and how you interact with them. Making them feel cared for and always being available is important. For example, in the beginning, I created things like maps, and partnered deals, and I sent guests a lot of information before they even arrived, so they were already well-prepared.

Being accessible and making a good first impression is key. I always recommend offering a small welcome gift, like cookies or other little touches, to start things off right. There are lots of little tricks, but being consistently present as a host, day, or night is fundamental. Remember, we’re hosts to guests staying in our homes, and we need to be available for whatever they might need.

Linda: When unexpected situations arise, special requests during a guest’s stay, how do you handle them to ensure a positive experience?

Sergio: Well, I try to do everything I can, within reason. Of course, we can’t always solve every request, and it’s important to note that a property host isn’t a hotel when it comes to the level of services offered. But I do whatever I can—whether it’s recommending places to eat, sightseeing spots, or providing helpful tips. I believe hospitality is about more than just offering a bed or a kitchen; it’s about providing everything guests might need for a great holiday.

Some situations have been more challenging, though, like when someone asked me where they could order pizza at 2 a.m. I actually tried, since I happened to be awake, but it turned out to be impossible at that hour. So, while I strive to go above and beyond, there are limits!

Linda:  How do you ensure that your property is always in top condition and perfectly clean for each new guest?

Sergio: Firstly, cleanliness is paramount. I often talk about creating unique, attractive spaces, but you could have a very simple, basic property, and cleanliness would still be the most essential aspect. A property doesn’t have to be fancy, but it has to be clean. I always tell other hosts—to try new things, invest, and experiment—but cleanliness is non-negotiable.

Now, finding reliable collaborators can be challenging because the market has expanded, and there are many options, so you need both luck and skill to identify the right people. Personally, I’m very particular; I ask my team to send me videos of the setup because I want things to be arranged a certain way, with towels placed just so. I have my routines.

But, honestly, these days it takes a bit of luck to find someone who can do the job optimally. The costs for these services have also increased, but cleanliness is absolutely essential. A property doesn’t need to be elaborate or luxurious, but it has to be spotless. Guests simply won’t compromise on that—no matter how nice the place is, cleanliness is the one thing they insist on. This is essential and fundamental.

Linda: Sergio, have you added any unique amenities or services inspired by guest feedback or new trends you’ve noticed?

Sergio: Absolutely. It’s essential for every host to pay close attention to guest reviews. While we love getting high ratings, sometimes feedback also highlights areas where the property can improve. For example, I used to think my mattress was very comfortable, but several guests mentioned it was either too firm or too soft for their liking. So, I ended up investing in a new, ergonomic mattress. It was a significant investment, but it’s made a real difference.

Another important point, especially in the future, is Wi-Fi. Many people offer low-speed Wi-Fi, but today a strong connection is crucial. I initially had a standard connection, but based on feedback—particularly with so many people doing remote work and digital nomads travelling—I upgraded to fibre optic. Nowadays, some guests stay for extended periods, like twenty days, specifically to work, so it’s essential to provide a connection that’s stable, fast, and reliable.

So, I upgraded to a high-performance fibre connection because I noticed that guests would often comment that, while the internet was fine, a faster connection would be even better. I’ve had great feedback from digital nomads who stayed for 15 days or so and were very happy with the fast connection that allowed them to work seamlessly.

This is a suggestion I’d give to others as well. More and more, the trend will be towards guests who are on holiday but also need to work remotely, and they require a strong internet connection.

Linda:  Sergio, can you tell us about a challenge you’ve faced as a host and how you managed to overcome it?

Sergio: The main challenge I’ve encountered in my experience as a host—and it’s one many face—is finding a way to manage properties remotely. I’m a bit of a tech enthusiast, so I knew there were technological solutions available to handle everything from a smartphone, which is an incredible-added value. I had to get creative because my properties were far away, and I couldn’t be there every day. But there’s now a way to handle it all: from sending documents and using biometric recognition to unlocking doors, sending key box codes, controlling lights, heating, and air conditioning—essentially, everything we would normally handle in person can now be managed remotely.

This was a huge challenge, but one that has also allowed me to really understand what’s possible. I often explain to others how a property can be entirely managed remotely—from a phone, in fact. I do everything from my phone. It was a challenge that I gradually solved over time, especially as technology improved. When I started five or six years ago, there were far fewer options available, but now the possibilities have exploded.

It’s essential to understand how to make all these systems work together. This was a significant challenge, but it also adds substantial value to your property. People today appreciate being able to manage everything remotely in a smart, digital way—I can assure you it’s something they love.

Linda: So, Sergio, how do you stay up-to-date on the latest trends and best practices in holiday rentals to ensure your guests have the best possible experience?

Sergio: Well, I’m really dedicated to this. It’s truly my passion. Besides managing my own page, I handle all these aspects personally. I believe this is a very fast-evolving field that changes each season. Trends shift, and guest demands change, so you always need to be in the know. I keep myself informed online, of course.

I believe it’s essential not to fall behind in the way we offer hospitality. People today have specific expectations, and we must meet them. We can’t just sit back and hope guests will settle for less. The market is highly competitive, changing every year, and we must be the first to evolve.

That’s why I say I have a property that I use as a kind of experiment where I try out various approaches: how guests pay the city tax, and how they check in and check out. In short, we need to keep evolving. People today seek simplicity. Something like Holidu works, in my opinion, because it’s simple. Today, people want simplicity—they don’t want to send documents or deal with complications. They want clear, straightforward processes, and this is achieved by leveraging technology and following what regulations allow.

Linda: Sergio, how do you build and maintain those positive relationships with guests that lead to repeat bookings and word-of-mouth referrals?

Sergio: Well, I don’t approach hosting just to get a good review. My main goal is to make sure the guest has a great experience, which then naturally leads to positive reviews. Reviews are a critical part of our job because they’re what help us rank higher in searches, give us broader visibility, and ultimately attract more bookings. Today, people consider feedback as much, if not more, than the price. Sure, price matters, but I genuinely believe feedback is even more influential—people might be willing to pay a bit more if they see excellent reviews from other guests.

That said, when a guest leaves satisfied, they’re likely to return. One thing I love to do is keep a guest book at the property and ask people to leave a note. Reviews online are more formal, but these notes are personal and heartfelt. They’re not obligatory like an online review might feel; it’s a way for guests to share genuine impressions, writing things like, “I felt right at home!” or “It was such a fun experience!” Reading these are incredibly rewarding because it reassures me that I’m doing good work.

When a guest has a positive experience, they’re likely to come back, and they also spread the word. Beyond the platforms, word of mouth is essential in this business. It works both ways, though—if they’ve had a bad experience, they’ll share that, too. So, keeping guests happy is the foundation for good word-of-mouth referrals, which I rely on heavily, and I have to say it really works.

Linda: And they speak highly of you.

Sergio:  Yes, they speak well of me, because word of mouth, beyond just the platforms, is fundamental in this line of work. I work a lot through referrals, and I have to say that it really works. 

Linda: I’d love to know what you enjoy most about being a holiday rental host.

Sergio: I think hospitality is something truly wonderful. Hosting someone—and especially hosting people from all over the world—is incredible. One day you might have an Italian guest, the next day a French guest, and a week later, someone from China. What fascinates me is that, despite some debate about tourism these days, we have a unique territory here. Tourism is one of those things that’s impossible to replicate. It’s a value that’s ours alone; you can’t imitate Mount Etna, the Aeolian Islands, Palermo, or Catania. You have to come here to experience it.

In a tourist’s experience, it’s not just about where they sleep; it’s about how you welcome them, make them feel, and guide them to good places to eat. Offering tips on food is so important, especially for international guests. All of this is what you, as a host, provide. So, when guests leave saying they had a wonderful stay and give you five stars—or ten, whatever the rating is—that’s the essence of your work. You’ve given them a complete package that made them feel good.

We’re not hotels; we’re individuals offering a personalized experience. And having happy guests who leave satisfied is what makes this job so rewarding. Of course, sometimes things don’t go perfectly—that’s part of the job—but generally, you work to offer the best to each guest you have. This is the heart of being a good host: knowing you’ve done your job well. For me, engaging with people is incredibly important. It’s not for everyone; some people don’t enjoy working with others. But if you do it right, this is a truly rewarding job.

Check out Sergio’s holiday rental in Terme Vigliatore. If you are a holiday rental homeowner, Holidu could be the solution you’re looking for, become a happy host like Sergio.