(0:03) This is the Vacation Rental Success Podcast, keeping you up to date with news, views, information, and resources on this rapidly changing short-term rental business. (0:10) I'm your host, Heather Bayer, and with 25 years of experience in this industry, I'm making sure you know what's hot, what's not, what's new, (0:19) and what will help make your business a success. (0:22) [Music] (0:35) Well, hello and welcome to another episode of the Vacation Rental Success Podcast. (0:45) This is your host, Heather Bayer, and as ever, I am super delighted to be back with you once again. (0:52) We did the long 4-day drive back up from Alabama a few days ago and everything went really smoothly. (1:01) It was really nice to get back home again and get everything set back up in my little basement studio. (1:08) I'm going to be doing some work on it over the next couple of months to improve sound quality. (1:17) We've got a couple of new podcasts being launched next month and I'm really excited about that. (1:25) More on that to come. We’ll be sharing that over the next week or so. (1:34) Heading off to the VR Nation conference in Austin in a couple of weeks. (1:40) I’ll be doing a presentation called Trust Me. (1:50) It’s about competitiveness between property managers and co-hosts and how to overcome it. (1:59) This will be no ordinary presentation. (2:08) The theme this year is “out with the old and in with the bold.” (2:15) No more standing up and reading slides. It’s outdated. (2:27) Others are also upping their game in presentations. (2:35) I’ll link a great article about presenting in the show notes. (2:50) You’ve got to think outside the box these days. (2:55) With AI, there is so much you can do alongside audience engagement. (3:04) Enough of that. You’ll hear more soon. (3:15) Today we’re still talking AI. (3:23) Have you ever looked at your PMS and thought there has to be a better way? (3:32) Property management systems haven’t changed much over the years. (3:39) Some have more features than you’ll ever use. (3:46) My guest today asked that question and built something new. (3:54) I’m thrilled to welcome Shahar Gold, CEO and founder of Boom. (4:01) Boom is an AI-powered PMS built by property managers for property managers. (4:10) It’s more than just a new piece of tech. (4:18) It’s built from real frustrations and long hours. (4:26) It’s driven by a desire to deliver hospitality while staying sane. (4:34) In this conversation, we explore Shahar’s journey (4:42) from listing a home on Airbnb to scaling a $150M portfolio (4:49) and launching Boom with his team. (5:04) This episode is not just about tech. (5:14) It’s about trust, empathy, and humanity in the age of automation. (5:22) AI is used to enhance, not replace, hospitality. (5:33) It handles the mundane so managers can focus on guest moments. (5:40) It can even read emotional cues in messages. (5:48) This is not science fiction. It’s happening now. (5:56) If you’ve ever felt overwhelmed, you’ll love this episode. (6:04) Let’s get into the interview. (6:12) I’m delighted to have Shahar Gold from Boom. (6:22) I first saw Boom at the Shorties Awards. (6:30) I was blown away by it. (6:36) I wish I had this when I was managing properties. (6:44) We’ll talk about AI, PMS, and hospitality. (6:58) Shahar: Thanks for having me. (7:07) Heather explains her background and interest. (7:29) She invites Shahar to share his story. (7:46) Shahar: I got into vacation rentals in 2016. (7:56) I was doing a real estate startup. (8:03) A friend approached me about listing a home on Airbnb. (8:11) I found a company to digitally stage the property. (8:27) We listed it and got bookings immediately. (9:03) I told my wife we had a business. (9:19) We improved the design and launched properly. (9:26) I converted other properties into Airbnb. (9:42) I built a management company. (9:51) PMS tools felt inefficient. (9:58) We built our own tools and scaled to $150M. (10:06) Then we launched Boom. (10:15) Built with family and experienced operators. (11:01) Strong AI and tech foundation. (12:07) Deep industry understanding drives the product. (12:44) Hospitality must remain central. (13:01) Question: How does AI enhance hospitality? (13:26) Shahar: Property management is complex and stressful. (13:42) Many tedious tasks take time away from guests. (14:04) AI removes those tasks. (14:14) It allows focus on meaningful guest interactions. (14:28) Informational questions can be automated. (14:44) Humans step in for important moments. (15:00) AI enables better time allocation. (15:08) It improves margins and scalability. (15:37) Heather reflects on guest communication challenges. (16:00) AI maintains connection instead of breaking it. (17:00) AI provides responses when needed and stays invisible otherwise. (17:30) AI detects emotional tone in guest messages. (18:00) System tracks “fun level” or sentiment. (18:23) It adjusts responses based on mood and context. (19:47) AI is evolving rapidly. (20:04) Discussion on staffing and AI fears. (20:20) AI improves work-life balance. (20:36) Fewer but higher-quality employees. (21:04) Human expertise remains essential. (21:43) AI reduces stress by removing overload. (22:11) Training teams to adopt AI is key. (22:58) Encourage teams to use tools like ChatGPT first. (23:37) AI becomes core infrastructure like electricity. (24:16) Companies not using AI risk falling behind. (25:01) Heather compares AI adoption to early computing. (26:08) Discussion shifts to trust. (26:31) AI must strengthen trust, not reduce it. (26:59) Good AI becomes invisible to users. (27:15) AI adopts brand voice and tone. (27:40) It learns from past conversations. (28:04) Ensures consistency across teams. (28:30) Data and integration are key. (29:02) Systems must connect for accurate decisions. (29:23) Discussion on loyalty. (29:58) Loyalty = consistency. (30:24) AI enables consistent experiences. (30:40) Better service increases repeat bookings. (31:05) Reduced stress improves team performance. (32:05) AI supports hospitality, not replaces it. (33:09) Discussion on ROI of AI. (33:37) Example: AI handling night shift inquiries. (34:07) Faster responses increase conversions. (34:24) AI reduces costs and increases efficiency. (35:01) AI is a major technological shift. (35:25) Comparable to industrial revolution. (35:49) Future of property management evolves rapidly. (36:16) Automation of core operations. (36:25) Changes in labor and robotics. (37:00) Robots may handle maintenance tasks. (38:00) Financial implications of automation. (39:17) Increased revenue potential through automation. (40:11) Human hospitality remains irreplaceable. (41:13) AI supports future relevance. (41:54) Closing thoughts on Boom. (42:05) Boom integrates all systems into one platform. (42:28) Provides full operational visibility. (43:05) Connects tasks, finances, and analytics. (43:54) AI acts as a “worker” within the system. (44:27) Discussion on implementation challenges. (45:04) Gradual onboarding approach. (45:29) Strong focus on customer success. (46:04) Built by operators who understand the pain. (46:46) Real-time support improves experience. (47:24) Final remarks and links to Boom. (48:12) Episode recap and key takeaway: (48:55) AI enables better hospitality with less stress. (49:22) Visit boomnow.com to learn more. (49:42) Share the episode and stay curious. (50:41) Closing remarks.
"Boom allowed us to centralize all of our tech stacks which make it less confusing with the team and overall more efficient."
Freddy
Eason Stays
Eason Stays is a growing short-term rental operator with more than 45 properties across the UK, offering stylish and reliable accommodation for leisure and business travelers alike. The company has always prioritized hospitality and smooth operations. But as the business expanded, their internal systems struggled to keep up.
"We're now in a position to attract creatives and true hospitality lovers to our team, because it is no longer a call center. It is really a space to create magic for travelers."
Sab Mulligan
Head of Teams
Zzzing is a fast-growing property management company based in Malta, managing a diverse portfolio of hotels, vacation rentals, and boutique guesthouses.Over the past two years, they’ve grown from 20 to 360 properties, and they’re showing no signs of slowing down. But with growth came new challenges and a critical decision to rethink the systems that held their business together.
The relationship has felt like more than just business. I’ve felt the genuine interest in helping us grow.
Jonathan Ellse
Managing Director
Perch Short Stays is a high-performing property management company based in Cape Town, South Africa. With over 300 properties in their portfolio, including a boutique hotel, the company has built its reputation on premium guest experiences.
