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What does it take to create the #1 rated hospitality experience in America? Marco DiDimesio reveals the strategies that transformed the Candleberry Inn on Cape Cod into TripAdvisor's top-rated bed and breakfast for three consecutive years—an achievement that required far more than comfortable beds and good breakfast.

Marco's journey began with a career pivot from finance to hospitality, driven by an Italian heritage rich in hosting traditions and visits to over 30 different B&Bs as a guest. With business partner Angelo, they purchased an underperforming property with architectural promise, immediately investing in marketing while developing a service philosophy centered on becoming "superheroes" for their guests.

The magic of Marco's approach lies in his concept of the "personal guest"—collecting information before arrival to customize experiences, using breakfast conversations strategically, and turning problems into loyalty-building opportunities. He shares riveting examples of extraordinary service recovery, including driving guests to police stations after accidents and arranging transportation home when their car was totaled. These aren't just good deeds—they're strategic investments in guest relationships that generated 359 consecutive five-star reviews.

For vacation rental managers facing unique operational challenges, Marco offers practical adaptations of his high-touch approach. Quality assurance inspectors can double as experience enhancers by placing personalized welcome items based on guest information. Small farewell gifts (most under $1) create lasting impressions. And his partnership with marketing experts demonstrates how becoming the local authority through authentic content can attract guests researching destinations rather than simply accommodations.

Perhaps most valuable is Marco's staffing wisdom—hiring for attitude over skill, paying above market rates for quality service providers, and finding reliable team members in unexpected places (like the nuns from a local convent who became his most dependable staff). His advice to never use the word "discount"—instead offering "loyalty guest credits"—maintains perceived value while recognizing repeat business.

Ready to transform your guest experience from transactional to exceptional? Marco's proven strategies will inspire you to reconsider every touchpoint in your hospitality journey. Connect with him through InAdvisors or LinkedIn to learn how his expertise can elevate your properties to new heights of guest satisfaction and profitability.

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Ever wonder what happens when you gather 200 vacation rental professionals in one of America's most charming historic cities? Our latest episode takes you inside the VRMA Foundations Conference in Savannah, where operational excellence takes center stage against a backdrop of Southern hospitality.

Tim returns from Savannah overflowing with insights (and possibly too many shrimp and grits) after immersing himself in this intimate industry gathering. Unlike larger conferences where networking can feel overwhelming, Foundations created an environment where deeper connections flourished. The innovative track-based structure—office operations, frontline staff, and team management—kept attendees with their cohort throughout the event, fostering meaningful relationships and problem-solving.

Through exclusive interviews captured on-site, you'll hear diverse perspectives from industry veterans to newcomers. VRMA Executive Director Ann Gardner shares how the conference exceeded expectations by attracting new attendees "positively on fire" about training designed specifically for them. Marco DiDimizio, former owner of TripAdvisor's #1 ranked B&B in the United States, offers premium hospitality insights that translate perfectly to vacation rentals (including why you should never use the word "discount"). Supplier representatives reflect on the refreshing engagement levels, while a property manager attending with his team reveals how their dinner conversations buzzed with implementation plans before the conference even concluded.

What emerges is a portrait of an industry embracing operational excellence while maintaining the personal touch that defines exceptional hospitality. As one attendee put it, the conference reminded them of "VRMA from years ago, when the footprint was small and the interaction was high"—proving that sometimes the most valuable industry events aren't the biggest, but the most focused.

Whether you're contemplating attending future VRMA events or simply looking to level up your vacation rental operations, this episode offers both practical takeaways and inspiration. After all, in the vacation rental business, sometimes the best ideas come from conversations over pralines in Savannah.

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Tim and Tiffany dive deep into the critical importance of owner communication in the vacation rental business, sharing battle-tested strategies to build and maintain strong relationships with property owners.

• Understanding owner communication as the foundation of successful vacation rental management
• Using the FORD method (Family, Occupation, Recreation, Dreams) to categorize owners and personalize communication
• Setting clear expectations about communication preferences and emergency protocols from day one
• Recognizing when a property owner calls their rental a "home" as a potential red flag requiring expectation management
• Implementing aspirational communication tools like newsletters, property-specific market updates, and face-to-face meetings
• Determining who "owns" owner communications within your organization based on personality matching
• Following up all owner communications with written documentation of discussed actions
• Balancing the emotional load of owner communications across team members
• Establishing emergency communication protocols, especially for severe weather events

Join us next time as we share insights from the VRMA Frontline Conference in Savannah, focusing on operational best practices in the vacation rental industry.

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What business practices will sink your vacation rental company faster than an anchor? Tim Cafferty and Tiffany Edwards pull back the curtain on the management pitfalls they've personally experienced in their latest episode of The Vacation Rental Key with T&T.

Drawing from decades of industry experience managing properties from Key West to Kauai, the duo counts down their top ten "No's and Never Agains" – practices they've learned to avoid at all costs. Each revelation comes with the scars to prove it, making this episode an invaluable resource for managers looking to sidestep costly mistakes.

From the dangers of guaranteeing rental income to property owners (spoiler: they never forget those promises) to the perils of the "$2 per unit" trap that can silently drain your budget, Tim and Tiffany don't hold back. Their candid discussion covers critical topics including proper hiring practices, the importance of documented processes, avoiding employee dependency, and the absolute necessity of never touching advance deposits.

One standout piece of wisdom: "I would rather train you and lose you than not train you and keep you." This philosophy underscores their emphasis on building strong company cultures with well-defined standards. Whether you're an established vacation rental manager or just starting out, these insights represent years of hard-won experience condensed into actionable advice.

Have your own "never again" moments to share? The hosts invite listeners to connect on Facebook or through their website. And don't miss their next episode focusing on owner communications – what to say, when to say it, and how to effectively engage with your property owners.

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Welcome to The Vacation Rental Key Podcast with T and T.    Tim Cafferty and Tiffany Edwards are here to give you the key to running a successful vacation rental management business.   Listen to their decades of experience in the short term rental business and get "Keys" to make your professional vacation rental management company the best it can be!