In this episode of The Vacation Rental Show: How We Grow, host Lynell Gordon sits down with Rachel Alday, co-founder of Abode Luxury Rentals, to explore the true meaning of luxury hospitality and the crucial difference between concierge service and traditional upsells.
Rachel Alday is a StreamFam member, a Board Member of the Vacation Rental Management Association (VRMA), and part of Women Leading Travel & Hospitality. Through Abode Luxury Rentals, she has built a highly curated portfolio of luxury vacation homes where guest experience and genuine service drive business success.
Redefining Concierge Service
“Concierge is a text, an email, a phone call. I’m here, I work for this company,” Rachel explains, painting a picture of true personalized service. From organizing moonlit snowshoe adventures with private sommeliers to handling basic car services, authentic concierge service is about creating seamless experiences, not just additional revenue streams.
Maintaining Luxury Standards
Managing high-end properties requires more than just initial quality – it demands consistent attention to maintaining standards. “Give it 5 or 8 years, and now most of them are going to need a remodel,” Rachel shares. Her team has developed a careful inspection plan that includes annual in-depth evaluations and strategic conversations with homeowners about necessary upgrades. By focusing on clear communication and demonstrating potential revenue increases, they’ve successfully maintained their portfolio’s luxury standards.
Experience First, Revenue Second
Perhaps the most powerful insight Rachel shares is her approach to business growth:
“If you come at it from guest experience first, not from additional revenue first, your mindset within the company has to be, ‘We’re going to create insane memorable experiences for our guests so that they will always book with us again.'”
This guest-first philosophy has proven tremendously successful, with many clients spending as much on concierge services as they do on their accommodations.
The Value of Time
Rachel emphasizes a crucial point about luxury hospitality: “This is about time, not money. People can make the money back. The thing that they cannot make back is their time.” Understanding this fundamental truth shapes everything from how they handle guest requests to how they structure their services.
Creating Sustainable Growth
By focusing on quality over quantity and maintaining high standards across their portfolio, Abode Luxury Rentals has built a sustainable business model that prioritizes exceptional experiences. Their approach to concierge services demonstrates how putting guest experience first naturally leads to stronger revenue growth.
Looking Ahead
As the luxury vacation rental industry continues to evolve, Rachel’s insights suggest that success will increasingly depend on providing genuine, personalized service that respects guests’ time and creates memorable experiences. The future belongs to those who can deliver true concierge service, not just automated upsells.
To listen to the full conversation between Lynell and Rachel on The Vacation Rental Show: How We Grow, follow the links here: