Whether the company is operating in the snowy mountains or on the beautiful sandy beaches, the elements remain the same. For terms of this discussion, we’ll focus on operating a luxury villa rental company in BCS, Mexico. And even though Latin America has different cultural standards than USA or Canada, the requirements of luxury hospitality remain the same.

What is hospitality and is it any different from luxury hospitality? I had this discussion with an associate recently at a conference in Arizona, USA. If someone works in hospitality, they are generally dedicated to the well-being of the people who choose to visit their establishment. Their job is to make sure that “guests” and “visitors” are comfortable and happy with the products and services they are paying for. As most hospitality professionals will tell you, ‘It’s not one thing that makes great hospitality, it’s the entire package.’ This means there is no item too small. From delivering dry cleaning, to pet care, to security services; it’s about procuring the entire experience. If that’s the case, then what does it mean to be a Luxury Hospitality provider?

Transitioning the elements of hospitality into an actual hands-on, real world approach is one of the most important parts of running a luxury villa rental company. The rental villa is only one of the elements that comprises the luxury experience. The villa needs to be coordinated with all of the accoutrement that goes with it. Being able to put those together, and coordinating their synergies effortlessly is the magic that separates good rental companies from great luxury vacation villa experts. As an example, our team makes this scenario work by utilizing the following techniques, which become our guest guarantees.

Our villas go through a rigorous home inspection test. At the very basic level, if we don’t want to stay in the villas ourselves, then they are not ready for our guest’s arrival. This includes all element of an operating home: hot water, A/C, clean towels and sheets, propane levels checked, TVs working, etc. Although this seems like an easy task to complete, it is a constant job to ensure they are updated, since many of the homes we manage are uninhabited for weeks at a time. Our team spends a lot of time in each home prior to guest arrival to ensure these items are managed properly.

Luxury villa rentals requires a certain element of heart, passion and empathy. From the moment a guest confirms their reservation, a member of our concierge staff will call them to begin preparing their vacation itinerary. This is an intricate part of what makes our service unique. It allows the guest to meet our company, connect, feel comfortable and know that someone is there to receive them when they arrive. It also gives us an opportunity to get to know them, their dislikes, their expectations and most importantly, if there is something they are celebrating. We know these are things that are important to the people we serve.

The final element is about anticipation. Our team needs to anticipate what will make guests happy, what will make them mad, what they expect and what they don’t care much about. If we can always be one step ahead of our guests, we can ensure they have a great experience. This is what we strive to meet and exceed and the reason why so many come back again and again.