It’s late—around 10:30 p.m.—when Mark gets a calm call no host ever wants: “We have a little problem…the cabinets just fell off the wall.” In Part 2 of our Halloween Special, operations pro Misty Schmidt walks us through a surreal scene: upper kitchen cabinets ripping off the wall, 24 place settings shattering, and a heroic guest scooping glass with a snow shovel…in flip-flops. 

Misty shares:

• How she triaged a true “oh-no” moment with safety-first steps and on-site cleanup
• Why installation quality (anchors, weight, wall type) matters more than you think
• What thoughtful recovery looks like: immediate response, refund, and personalized gifts (yes, tequila and local cigars)—leading to a 5-star review

Plus, Mark wraps with real Reddit horror stories (from no-show hosts to “watched on camera” creepiness) and the big takeaway after dozens of convos at VRMA: genuine STR nightmares are rarer than the internet suggests—great systems and fast empathy go a long way.

You’ll learn: crisis playbooks for hosts, guest comms that defuse drama, and how to turn a disaster into loyalty.

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