VRWS Leadership Interview of the Day

Describe your career in the vacation rental industry and how you reached your current position in the company.

My journey in the vacation rental industry began back in 2009, when I entered the world of short-term rentals. At that time, my partner and I managed a property management company that dealt with around 100-120 vacation rental apartments in Tel Aviv. Through this experience, we gained firsthand insight into the challenges and opportunities within the industry. 

The ‘aha moment’ came when we recognized the urgent need for automation in the world of vacation rentals. That realization led my partner David Mezuman, who is now the CEO and Co-founder of Duve, and I on a mission to revolutionize guest experience. We initially started by focusing on streamlining the check-in process to replace physical check-ins. However, as we ventured deeper, we realized that there was a tremendous potential to enhance the entire guest journey from post-reservation and through check-out.

We understood that by controlling every stage of the guest experience, we could not only add value but also generate revenue for hosts at every touchpoint. This shift in perspective drove us to develop an innovative solution that empower property managers to provide a seamless and personalized guest experience from start to finish.

In your opinion, what are the main current challenges in the vacation rental industry, and how do you think your company can help overcome them?

In the current vacation rental industry, several challenges stand out. One significant challenge is the shortage of staff and therefore the need for improved operational efficiency. Property managers are challenged with the need to do more with fewer resources, which can impact guest satisfaction, and eventually overall business success and expansion. With Duve’s online check-in capabilities, hosts can automate time-consuming tasks, allowing them to focus on providing guests with the personalized service and attention they deserve.

Additionally, building and maintaining strong guest relationships is crucial for retention and loyalty. Throughout the entire guest journey, Duve equips hosts with the tools to engage guests across different channels, ensuring that guests feel valued and appreciated at every stage.

Furthermore, aligning with guest expectations remains a continuous challenge. Today’s guests expect technologically advanced amenities, such as seamless online check-in processes, streamlined communication tools, and the ability to easily purchase add-on services. Duve addresses these demands by offering a comprehensive guest experience platform that enables hosts to manage every aspect of their guests’ stay seamlessly. From online check-ins and digital keys for added convenience to smart upselling based on guest profiles, Duve ensures that hosts can meet and exceed guest expectations. Plus, by utilizing Duve’s guest app, hosts can provide guests with all the necessary information for a memorable stay, from on-site amenities to local attractions. This not only enhances the guest experience but also boosts brand visibility and guest loyalty.

What are your expectations for the 2023 edition of VRWS in Barcelona, and what makes you particularly interested in attending this specific edition?

We’re really looking forward to attending the Vacation Rental World Summit for the second year in a row! We’re eager to foster new partnerships and explore groundbreaking innovations that can reshape guest experience in the vacation rental industry. 

What makes this edition particularly intriguing is the opportunity for face-to-face interactions with our customers. Meeting our clients in person allows us to gain valuable feedback about how our innovations are directly impacting their daily operations. It’s a chance to listen, learn, and fine-tune our offerings to best suit their evolving needs.

We’re excited to engage with industry leaders, share our insights, and contribute to the collaborative growth of the vacation rental sector.

Could you provide a brief preview of what attendees can expect from your participation during the Vacation Rental World Summit?

During VRWS, attendees can look forward to learning about the latest features and innovations Duve has to offer. With this year’s breakthrough of AI, we’re particularly excited to present SmartPriority and SmartReply which are powered by DuveAI. SmartPriority utilizes sentiment analysis and guest information to automatically prioritize conversations with specific priority levels, while SmartReply offers automated response suggestions based on existing data. Early adopters have reported significant improvements in guest satisfaction, with response rates reduced by up to 30% – so we’re really looking forward to presenting it’s capabilities at VRWS.

Additionally, our new Guest App is another highlight of the past few months at Duve – so we’ll definitely be showing that off as well. Plus, attendees will get an exclusive look at Motion, a cutting-edge feature that drives higher guest engagement through personalized videos embedded throughout the guest journey.

Last, we’ll offer a sneak peek into other features Duve is planning to introduce in 2024, that will continue to re-shape guest experience in the vacation rental industry. VRWS promises to be an event filled with insights, innovations, and a glimpse into the bright future of vacation rentals and we’re really looking forward to being a part of this event!