When Process Replaces Hospitality
EP15 - When Process Replaces Hospitality
Walk ’n Talk: The Business Behind Vacation Rentals Podcast
In Episode Fifteen, Paul and Chris discuss the growing tension between hospitality and process in the vacation rental industry. They explore how rental agreements, fees, upsells, security measures, and other layers of process can sometimes create friction that works against the guest experience. They also share some key takeaways from their experience at Keys100.
You’ll hear about:
- Key takeaways from Keys100
- When process gets in the way of hospitality
- The hidden cost of friction in the guest experience
- Why some travelers are heading back to hotels
- How tools used correctly can support hospitality
It’s a raw conversation about recent vacation rental experiences, hospitality, and where Paul and Chris think the industry sometimes gets it wrong.
Listen on
About the Podcast
Hosted by Paul and Chris, co-founders of OwnerRez, the show is inspired by their long-standing ritual: taking weekly walks together to think through problems, debate ideas, and talk candidly about the business. These walking conversations have shaped countless product decisions, strategy shifts, and breakthrough moments. Now, you get to listen in.
Each episode dives into the lessons learned from more than a decade of bootstrapping, product building, customer challenges, industry changes, and the day-to-day realities of running a tech company that serves thousands of property managers.
Whether you’re a host, manager, entrepreneur, or just curious how vacation rental software gets built, this podcast gives you real conversations, real experience, and real insight, one walk at a time.