A crisis of trust is transforming the vacation rental industry, with property owners increasingly skeptical of traditional management approaches, according to Anish Patel, Head of Owner Relations at Vinifera Homes.

“It’s really simple. It’s someone they can trust. And that’s really what it comes down to, do you have my interest in mind?” Patel says, describing what property owners seek most in management partners.

Patel highlights how repeated management failures have steadily undermined owner confidence. Examples include unauthorized property access by employees of a former management company, significant damage caused by lax maintenance oversight, and an entire winter season with no bookings under previous operators. In some cases, unresolved insurance claims for guest-related damages further compounded losses, leaving owners frustrated and wary of trusting new management teams.

The ‘Unreasonable Hospitality’ Solution

In response to these industry-wide issues, Patel advocates for what he calls “unreasonable hospitality,” going beyond standard service levels to rebuild trust.

“We have three values at Vinifera homes, one of which is unreasonable hospitality. We go above and beyond. We do the things that guests often don’t expect you to do,” Patel explains. He cites an example where his team, noticing an incoming family with a newborn, proactively purchased and installed a pack-and-play without being asked.

The Incentive Problem

According to Patel, many traditional management companies have fundamentally misaligned incentives: “Most property managers will profit off of the cleaning, marking up the cost of maintenance, marking up the booking site fees. All of these things actually have nothing to do with making more money.”

This structure, he argues, encourages managers to focus on volume over quality, often at the owner’s expense.

Setting New Standards

Patel emphasizes that rebuilding trust requires a holistic approach anchored in three core principles.

Unreasonable Hospitality focuses on anticipating guest needs before they even arise, offering unexpected amenities and services, and creating experiences that guests will remember long after their stay. This proactive mindset signals to both owners and travelers that quality and care come first.

Unrelenting Standards ensure that every aspect of property management is held to the highest level. Patel highlights strict photo documentation requirements for cleaning staff, rigorous vendor quality control, and systematic maintenance protocols to guarantee consistent performance and accountability.

Finally, Undeniable Care is about forging a true partnership with property owners. This includes direct alignment with owner interests, transparent communication at every stage, and proactive problem-solving to address issues before they escalate, restoring confidence and strengthening long-term relationships.

Properties operating under this management philosophy have demonstrated measurable gains. Average guest ratings consistently exceed 4.95 across the portfolio, signaling exceptional service quality. Repeat booking rates climb to 30-40% within the first year, reflecting guest loyalty and satisfaction. Perhaps most striking, the approach delivers a 100% success rate in resolving damage claims, ensuring owners are fully protected and reinforcing trust in the management process.

Looking Forward

As the industry evolves, Patel suggests that trust-based management approaches may become the new standard. “Our clients should never second guess what is in our control,” he says, “which is that we care deeply about their success.”