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In this episode, Kaye Putnam joins Freewyld co-founder Eric Moeller to reveal the real strategies behind maintaining a top-rated Airbnb portfolio. Spoiler: it’s not just about having a beautiful property.

They break down the essentials every STR operator must master to win guest loyalty and outperform the competition:

• Accurate Marketing & Listing Optimization
• Meeting and Surpassing Guest Expectations
• Personalized Hospitality & Human Connection
• Creating Magic Moments That Drive Reviews

Using Freewyld’s cabins and client portfolios as examples, Kaye and Eric share how to turn guest feedback into a growth engine, protect your visibility on Airbnb, and build systems that ensure consistent 5-star experiences.

Whether you manage 15+ units or are scaling your first few, this episode will give you practical steps to improve reviews, boost rankings, and grow a hospitality-first STR business.

Keywords:

short-term rental, Airbnb reviews, 5-star rating, guest experience, listing optimization, hospitality, Freewyld, property management, STR success, review strategy

⏱️ Episode Chapters

00:00 – Intro: Why Airbnb reviews matter more than ever

01:32 – Accurate listings and managing expectations

04:25 – When great marketing falls short in execution

06:36 – Why accuracy beats luxury every time

09:41 – Overcommunication and guest connection

14:34 – Creating emotional “magic moments” for guests

18:23 – Turning friction into positive experiences

21:32 – The coffee debacle: learning from reviews

26:36 – Reading feedback and fixing small details

28:18 – Internal systems and team training for reviews

29:51 – Guest journey mapping with Nathan Woods

32:05 – Final takeaways: reviews as growth opportunities

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