Joe hits the nail on the head. Steve never said “there is the likelihood of no human contact taking place” The key distinction is that there should be contact before the *stay* (just not *before* you’ve taken their money). Who knows, it might be a frat party or something else you don’t want in a home of yours which is why you call right away after the reservation. However, after you have gotten them to stop shopping around (which is what they continue to do if they simply make an inquiry…that is why the lead closure ratio is poor for most of us), you call them to confirm the reservation. That is the start of a great personal relationship with the guest and better yet, it’s the opportunity to upsell them on other services you offer. My experience is that certain things sell better online (e.g., travel insurance) whereas others sell better via human-human contact (e.g., excursions where the reservationist can share their expertise).

The old-school attitude of thinking you have to speak to someone before a *reservation* (as opposed to before the stay) costs property managers a boatload of business. Visionary managers like Steve are laughing all the way to the bank while others are stuck in the old-school. I bet if you did a survey of Steve’s guests vs. Heather’s there’d be no difference in “personal relationship & customer service” but that Steve’s look to book ratio is double Heather’s.

I have a favorite quote that applies here
The 3 Stages of Truth
Arthur Schopenhauer (German Philosopher)
First, it is ridiculed
Second, it is violently opposed
Finally, it is accepted as self-evident

Steve’s success has proven that the “truth” of online bookings is self-evident but many managers are still in the 1st or 2nd stage. I don’t think that it’s a coincidence that several VRMA booths featured Steve’s business as well as a few of the general presentations. I left VRMA a convert. It’s terrific that Steve is willing to share his success with others. We’ll all benefit if our collective level of service and sophistication approach the hotel business.

“Q: We often hear from vacation rental managers “we have to talk to travelers before we’ll let them book our properties” as they often have unique properties and/or they say consumers want to talk with someone before they book a property. It sounds like you have a different view. ”

His response focused on the rental client, rather than the vacation rental manager viewpoint. From my perspective, both as a vacation rental home owner and a rental management company, the online booking process makes the transaction impersonal, and doesn’t give the owner any insight into the rental group. To me there is a vast difference between booking a hotel room and a vacation home. I do understand what Steve was saying about the ‘painful nature’ of the booking process, but am not sure online booking - where there is the likelihood of no human contact taking place, is the right way to go.