Enhancing Guest Experience and Revenue with Happy Guest

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Jun 19, 2025

In this discussion, Michael O’Connell, the founder of Happy Guest and a pioneer in guest management systems, dives into enhancing guest experiences in short-term rentals. He highlights how a web-based check-in solution simplifies the rental process, eliminating the need for app downloads. Michael shares insights on strategic upselling, flexible cancellation policies, and the fusion of automation with personal service to improve satisfaction. His team’s focus on user-friendly technology ensures hosts can prioritize exceptional hospitality while increasing revenue effortlessly.

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INSIGHT

Seamless guest check-in platform

Happy Guest offers a seamless web-based check-in that requires no app download, streamlining guest interaction across platforms.
It enables upsells like early check-in and late checkout, helping hosts generate additional revenue efficiently.

ADVICE

Call Guests to Boost Upsells

Always personally reach out to guests after booking to inform them about upsells and services.
Engaging guests with concierge-like calls increases ancillary revenue and enhances satisfaction.

INSIGHT

Web Apps Outperform Native Apps

Modern web apps now outperform native apps and don't require downloads, improving guest experience.
Offering enterprise-level guest communication tech to small hosts democratizes advanced hosting tools.

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In this episode of the STR Data Lab, Jamie Lane welcomes Michael O’Connell, founder of Happy Guest. Michael shares insights into the purpose and functionality of Happy Guest, a guest management system designed to streamline the check-in process for short-term rental properties while enhancing the overall guest experience.

Happy Guest provides an all-in-one, web-based check-in solution that integrates with property management systems, allowing hosts to manage post-booking interactions seamlessly. The platform facilitates rental agreements, HOA forms, and upsells like early check-in and late checkout to generate ancillary revenue. Michael discusses the importance of user-friendly technology that doesn't require guests to download apps, making the check-in process smoother and more enjoyable. He explains how his team, consisting of experienced industry professionals, tested and refined the platform to ensure it provides maximum value and ease of use. Michael emphasizes the significance of personalization and flexible cancellations to improve guest loyalty and satisfaction. He also highlights the need for hosts to adopt new technologies that are more aligned with modern hosting demands, and offers insights into how automation can free up time for hosts to focus on delivering exceptional hospitality.

The episode also touches on the development and features of Happy Guest, as well as the importance of great customer service in the short-term rental industry. Finally, Michael announces an upcoming virtual conference, Revenue Rehab, focused on revenue management strategies for hosts, which features notable industry CEOs and experts.

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Episode 138