Introducing Andrew, the latest spotlight in the short-term rental host series. Andrew embarked on his hosting journey in May 2023 when he purchased a charming cabin in Flagstaff, Arizona. With the unwavering support of his partner, friends, and family, he dedicated six months to transforming the space. By the end of December, the cabin was ready to welcome its first guests, marking the beginning of a successful hosting career. Andrew's passion for travel and meticulous trip planning for friends and family inspired him to create unforgettable experiences for others, which has now translated into a flourishing STR venture.
Located in the picturesque mountain town of Flagstaff, Andrew's cabin caters to outdoor enthusiasts year-round. As he self-manages his property, Andrew has cultivated close relationships with his cleaning team and handyman to ensure a seamless guest experience. His dedication to providing exceptional hospitality is evident in every detail, from motion-activated lighting to curated playlists and high-quality amenities. With plans to expand his portfolio to Phoenix, Andrew is committed to delivering unique and memorable stays for his guests, setting a high standard in the STR market.
A fun fact about Andrew: he also works at GoDaddy and was instrumental in securing our new website domain! Thanks to him, we now proudly operate under the new and improved Minoan.com.
Q: How long have you been a short-term rental host?
A: I purchased the cabin in May 2023, and with the help of my partner, friends, and family, we embarked on a six-month renovation journey. After a lot of effort, we proudly launched the transformed space at the end of December. Today marks just six months since our debut as official hosts!
Q: What inspired you to get into hosting?
A: I believe what steered me to being a host was when I realized how much I enjoyed planning trips for my friends and my travels with my partner. I enjoy taking a few trips throughout the year, and I found myself being the one who would choose the location, research the places to visit, and plan out a detailed itinerary. Witnessing all the planning come to life with an unforgettable experience and making the most out of everyone’s trip has always brought me a lot of joy. It was during these moments that I began contemplating the idea of creating similar memorable experiences for others. I envisioned having a place where I could extend this hospitality and was confident I could deliver an enjoyable stay.
Q: What markets are you in currently?
A: The cabin is located in a mountain town in Northern Arizona called Flagstaff. With an elevation of 7,000 feet, the city is a very popular destination in winter for skiing. We also get a large influx of visitors from Phoenix in search of cooler weather during the summer. It’s a great location for dual seasons, which allows us to stay busy year-round.
Q: How many properties are in your portfolio?
A: While this is currently our sole property, we're in the process of expanding our portfolio with a second venture in Phoenix. Our upcoming project promises to be a desert oasis with a distinct Oaxacan influence. It's a departure from the common Scottsdale house scene, offering a unique experience that stands out in our local short-term rental market.
Q: Do you self-manage the properties, or do you have a co-host?
A: I currently handle all aspects of property management myself. While there were several opportunities to engage co-hosts or even property managers, I was keen on learning the ropes myself firsthand. Direct interaction with each guest has been very rewarding, as I strongly believe the personal touch significantly enhances the overall experience. While I did recognize the benefits of delegating tasks or collaborating with a co-host as we expand, I've found a lot of fulfillment in managing everything myself for now. It's been a valuable learning experience that has given me a much deeper understanding of the industry and hospitality in general.
Q: What tools or systems are most important for managing your day-to-day hosting business?
A: For me, managing the property from a remote location two hours away stresses the importance of a solid and dependable team there, serving as my boots on the ground. I've cultivated a close relationship with my cleaning team and I consider myself very fortunate to have them since they act as my eyes at the cabin, consistently exceeding expectations in preparing the space for incoming guests. Equally crucial is having a reliable and skilled handyman who can quickly address any issues that may arise, ensuring a pleasant experience for each one of our guests. Additionally, maintaining prompt communication via the Airbnb app for inquiries, check-ins, and new reservations is detrimental to success.
Q: What are your biggest challenges as an STR owner?
A: At the beginning of our hosting journey and after our first reviews, my aim was to deliver the same perfect experience for every guest at the cabin. It would sometimes be a little stressful as I’d get thoughts like, “Were all the pine needles swept off the decks?” Or, “Did my cleaners make sure to charge our portable speaker?!” I had to come to the realization that I just had to trust my team. It would be impossible for me to do a walk-through before each arrival, especially when the property is not nearby. To overcome this, I make it a point to visit the cabin at least twice a month for inspections, supply checks, and overall maintenance assessments. Initially, entrusting others with this responsibility was daunting, but by providing clear feedback and guidance to our cleaning team, I've grown more comfortable delegating these tasks.
Ensuring every guest receives a stellar experience will always remain our highest priority. Establishing a system and consistently staying on top of maintenance and supplies are crucial for maintaining this standard across all guest stays, which is what we all really strive for.
Q: What are you doing to differentiate your properties from others in your same market to create a memorable guest experience?
A: With so much competition nowadays, distinguishing your property is essential to providing a truly exceptional experience. Gone are the days of simply furnishing beds and adding basic decor to run a successful short-term rental. When setting up our property, we greatly focused on attention to detail. Thinking from our own experiences as regular travelers, we considered every aspect that could enhance convenience and comfort for our guests while tailoring a specific experience. Thoughtful touches like motion-activated lighting, a moody Spotify playlist, and additional travel essentials, we aimed to anticipate and meet every guest's need.
I recall hearing an interview by Nick Pietsch, owner of Index Cabins in Washington. He said something that has really stuck with me to this day. Nick said, “The secret to making short-term rentals work is when you put forth good effort and you pour love and kindness into the property that you will be sharing with others. The only result is that they will feel that energy and enjoy their stay.”
Q: If you could shout one thing from the rooftops to other STR hosts getting started, what would it be?
A: Even though we are so new to our hosting journey, we believe in prioritizing exceptional guest satisfaction above all else. While there will always be properties with grander amenities or more lavish decor, once a guest has made the decision to book your place, you want to deliver an exceptional experience from the very first interaction.
Always make the effort to be attentive, friendly, accommodating, and extra communicative, ensuring that every guest feels valued. Inevitably, challenges will come, but it's how we address them that will define the guest's overall experience. When it comes time for a guest to submit a review of your property, they will more than likely remember how friendly and attentive you were when they reached out vs the problem itself.
One memorable instance occurred during a week-long stay during one of the winter's strongest snowstorms, where a malfunctioning breaker affected our heating furnace.
Thankfully we have a new gas fireplace which was able to keep my guest warm. I immediately started to source the breaker that was needed, connected with an electrician, and got it fixed the next day. All while keeping close contact with the guests and just being human. At the end of their stay, they left with one of the best experiences they’ve had, and part of their 5-star review included a note that read, “One of the best places we’ve stayed!” It all comes down to how you handle a situation and treat your guests!
Q: Are there any specific items in your properties guests seem to always notice, or ask about?
A: One of the items that many guests provide feedback on and greatly appreciate is a premium drip coffee machine. I was a bit apprehensive about paying a premium for this certain coffee machine, but thankfully with the help of Minoan, I was able to purchase a Moccamaster at an incredible discount which is what led me to pull the trigger. Now all of our guests will rave about the coffee maker, which is an absolute must for a cozy mountain cabin experience! We also have a Nespresso pod machine and provide coffee, creamer, and sugar, which all of our guests really appreciate.
Q: What are your favorite Minoan brands and why?
A: That’s a tough one, as we’ve used so many different brands by now, but I would have to go with Caraway and Castlery. These are brands that we already used in our home, so when I noticed that they were available through Minoan for our STR, it was a no-brainer. Having a great ceramic pan set like what Caraway offers has completely added to the premium and luxury amenities we aim to provide. The guests who cook love using the non-stick ceramic pans, some of which had never used them and are now converted to ceramic!
Castlery also has such high-quality furniture, which we loved at our own house, so it was an easy decision to purchase similar items from the brand when furnishing our outdoor deck. We were confident they could hold up in the inclement weather and last a long time which for us was a great investment.
Q: How has Minoan helped you with your short-term rentals?
A: Discovering Minoan was a game changer when setting up our property. Centralizing all our purchasing needs for the cabin's furnishings, tracking shipments, and handling exchanges/returns through one platform streamlined the required work immensely.
We’ve only had to do one exchange, and it was a breeze through Minoan’s customer support team (shout out Jewelle!). On another occasion, when a part arrived damaged, Minoan quickly worked with the supplier, ensuring a replacement was shipped the very next day.
As of today, we’ve saved over $4,500 with all the purchases we’ve done with Minoan. Andrea, my partner, works in the interior design industry, so they have certain discounts they can get with suppliers, and she could not believe the better-than-trade savings we were able to obtain through Minoan. In this business, being efficient and cost-effective is detrimental and Minoan has delivered on both fronts. Our guests love our showroom we have at the cabin to view the products they are using and be able to purchase them directly, so all around, it is a win-win for everyone.
Q: What’s your favorite thing about Minoan?
A: My favorite thing about Minoan would have to be the one-stop shop for all of our furnishing and supply needs. As a short-term rental host, managing operations involves juggling multiple platforms, websites, and applications for various tasks like calendars, bookings, pricing, and communication. The process of tracking orders, shipments, and receipts across numerous websites for each purchase can be very time-consuming. With Minoan, I appreciate the convenience of having one central platform to monitor all purchases and collaborate with a single dedicated team for support.
Q: What's one thing you know now that you wished you knew when you first started setting up your STRs?
A: I’d have to say purchasing supplies in bulk! Right before going live, we thought we had adequately stocked up, but you would be surprised how quickly those supplies get used, especially for a busy property. Each visit we would go to the cabin we would have to place an order online or run to the store if we were running low. The last thing you want is for your cleaners to be doing a turnover and be out of a certain supply. Purchasing in bulk gives you peace of mind that supplies are readily available, reducing the hassle of frequent orders and ensuring smooth operations.
Q: What is your most rewarding experience or memory as a host?
A: Without a doubt, that would be the feedback from a guest who had an over-the-top experience from a place you created with them in mind. As a superhost who recently landed in the top 1% of Airbnb properties, we truly try to go above and beyond when crafting a place to allow for a comfortable and memorable experience. Getting those reviews and receiving that feedback truly makes all of our efforts that much more worth it. This is a recent review from one of our guests, which really left us at a loss for words and truly is why we do what we do:
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Email us at host-spotlight@minoanexperience.com
