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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:
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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