Experiential Hospitality - The Power of Moments

When my wife (Jess) and I (Casey) started investing in 🏡 Airbnb properties two years ago, we quickly discovered that having a well-designed, clean, and "fun" property wasn't enough to stand out in an increasingly saturated market.

 

With over 7 million Airbnbs in the US alone 📶, it's clear that guests have an abundance of options. The landscape has evolved significantly, and simply placing some furniture in a house and hoping for the best no longer guarantees success.

 

While I often come across headlines proclaiming that "Airbnb is dead🔥," I firmly disagree. The reality isn't that Airbnb is dead; it's that the market is flooded with operators who either lack creativity or fail to understand how to craft a truly memorable experience.

 

Experiential hospitality isn't a new concept, but it is one that is more important than ever. 🏰 Disney, for instance, excels in this area. Their approach to creating "defining moments" is detailed in the book The Power of Moments by Dan and Chip Heath. One illustrative example is the Magic Castle Hotel, a modest, canary-yellow, two-story converted apartment complex. At first glance, it might not seem special, but it’s the little touches that make it unforgettable.

One standout feature is the "Popsicle Hotline"—a cherry-red phone ☎️ mounted near the pool. When you pick it up, someone on the other end cheerfully answers, “Hello, Popsicle Hotline.” You place your order, and moments later, a staff member 🤵🏻‍♂️ in white gloves delivers your popsicle on a silver tray. 

It’s these kinds of surprising, delightful moments that elevate the guest experience far beyond the ordinary.

 

Disney’s Magic Castle understands that instead of obsessing over every tiny detail, focusing on "magical moments" creates a lasting impression. This principle is crucial for anyone looking to excel in the hospitality industry.

 

So, how can we create defining moments and offer unique experiences in our own Airbnb properties? While on-demand popsicles may not be feasible for everyone, The Power of Moments identifies four key elements that can help us craft memorable experiences:

 

🏔️ Elevation: These are moments that heighten sensory pleasures—touch, smell, taste, hearing, etc. Think about the whole experience of having a popsicle delivered on a silver tray after calling a cherry-red phone. Such events stand out because they break from the ordinary.

 

💡Insight: These moments offer revelations or shifts in our understanding. For example, that moment of clarity when you decided to pursue entrepreneurship—these are the types of insights that can profoundly impact guests, providing them with a new perspective or understanding.

 

🏆Pride: These are moments that capture us at our best—moments of achievement or courage. Highlighting guest achievements, like celebrating a milestone or a special event, can create powerful, memorable experiences.

 

🤝Connection: Defining moments are often social, such as weddings, graduations, or vacations. Creating opportunities for guests to connect with others or celebrate together can enhance their overall experience.

 

To start crafting your own memorable experiences, begin by evaluating the competition. Look at what other properties offer and identify gaps or opportunities for unique touches. Consider what your guests might value most and how you can surprise and delight them. Whether it’s a personalized welcome note, a local experience, or a unique amenity, focus on creating moments that will leave a lasting impression.

 

In the crowded world of short-term rentals, the key to standing out is not just in providing a place to stay but in offering a memorable experience that resonates with your guests. By embracing the principles of experiential hospitality and focusing on defining moments, you can elevate your property from just another option to a truly exceptional destination.