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What happens when an STR operator maintains a 4.99 average rating across three completely different markets and earns more than 1,000 five-star reviews from guests who consistently describe their stays as exceptional?
In this episode of Get Paid For Your Pad, Kaye Putnam (Head of Marketing at Freewyld and Freewyld Foundry) sits down with Beth Palmer, co-owner of Northridge Escapes, to unpack the three-part formula behind her extraordinary guest experience results. Beth reveals how communication, quality, and amenities work together to create emotional resonance for guests and why feelings, not features, ultimately drive five-star ratings.
Whether you manage a handful of listings or operate in multiple regions, this episode gives you a clear understanding of what truly moves guest satisfaction, how small decisions compound into consistent excellence, and why a hospitality mindset outperforms any checklist. Beth and Kaye also discuss the operational routines, standards, and thought processes behind maintaining 4.99-level experiences at scale.
You will discover:
• The three elements behind more than 1,000 five-star reviews
• Why emotional experience drives ratings more than amenities
• How proactive communication builds trust and reduces friction
• Why high quality linens, beds, and household items shape guest perception
• How consistent standards make multi market operations easier to run
• How to create memorable moments that guests talk about for months
• Where small upgrades deliver major returns in reviews and revenue
Kaye and Beth also explore how to set expectations effectively, the difference between clean and set when working with cleaners, and why large homes attract multi generational travel that boosts profitability. They break down the mindset shift that removes ego from difficult guest interactions and explain how personalization and small touches increase loyalty and repeat stays.
💡 Topics Covered:
• Guest experience, reviews, and hospitality standards
• Communication strategy and pre-arrival touchpoints
• Quality selection, stocking decisions, and home setup
• Emotional design and unexpected details that create wow moments
• Multi market operations, consistency, and delegation
• Cleaner training, room setups, and step by step checklists
🔗 Relevant Links:
Learn more about Freewyld Foundry → https://www.freewyldfoundry.com
Follow Kaye Putnam → https://www.linkedin.com/in/kayeputnam
Follow Northridge Escapes → https://www.northridgeescapes.com
Follow Freewyld Foundry → https://www.linkedin.com/company/freewyldfoundry
Keywords:
airbnb, five star reviews, guest experience, hospitality, short term rentals, communication strategy, quality standards, STR operations, emotional design, cleaning checklists, property management, multi market hosting, guest satisfaction, Freewyld, Freewyld Foundry, vacation rentals, review strategy, hospitality mindset, STR growth, rating strategy, listing optimization
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