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At LUGGit, we love connecting with industry leaders to explore how they enhance guest experiences. In this edition, we had the pleasure of chatting with Nelson Arcos, General Manager of The Charming Concept, one of our most important partners in Madrid since we started working together at the end of 2023.
The Charming Concept is a leading vacation rental management company specializing in full-service property management in Madrid. They also provide across Spain.
We hope you enjoy this very enriching talk, in which Nelson Arcos shares insights into the evolution of the vacation rental industry, operational challenges and strategies for an exceptional guest experience.
LUGGit: How long have you been working in the vacation rental industry, and how did The Charming Concept star?
Nelson: The Charming Concept began with Javier Casbas in 2016, who started managing just one property with a laptop. Word-of-mouth led to owners contacting him to manage their homes. Over time, it became more professional and took shape, until we reached the point where we are now, with more than 20 employees and 200 managed properties.
L: What changes have you noticed in the sector since you started? How have they affected The Charming Concept?
N: The biggest change we've noticed is the professionalization of management companies, the joint ability to add value in a city by providing first-class services to guests. There has also been a great change in the use of technology in all aspects, from customer service to operations.
L: What operational challenges do you face on a daily basis?
N: The biggest operational challenges come from the multiplicity of factors that result from having so many different assets. Different sizes, different qualities, different locations, customers, suppliers ... This results in a variety of daily challenges, many of which we have never faced before, and which we must respond to in a timely manner, always maintaining the highest standards of quality in customer service.
L: What sets The Charming Concept apart from competitors?
N: I think the differentiating factor of The Charming Concept is the team. It is true that we are different in many ways. A professional and transparent management, state-of-the-art software, innovation and constant investment in the company... But all this would be insufficient if it were not for the great team that makes up The Charming Concept. In this team, we all work together, we all help and support each other and this is reflected in the guest's experience.
L: How important is guest satisfaction to you and what measures or actions do you take to ensure that they have an unforgettable experience?
N: Guest satisfaction is the most important thing because it's the key to our business. If guests weren't happy, we wouldn't be able to keep growing the way we are. We live off a lot of word-of-mouth and repeat guests. We maintain constant and proactive communication with our guests, we don't wait for them to tell us how they feel in the house, we ask them, we tell them if they need anything, if they miss anything... this personalized attention is what makes so many guests want to repeat with us. In addition to the importance we place on quality control in the apartments, ensuring that everyone is as they were on the first day.
L: Many guests struggle with luggage storage before check-in or after check-out. How do you handle this?
N: We have several ways of dealing with this problem. On the one hand, we are quite flexible with the check-in and check-out times of our guests. We are aware that the time of arrival and departure from a destination when traveling are especially critical, as it can generate stress, so we are permissive with guests who want to leave their bags, even going so far as to store them ourselves in the office.
L: How has the collaboration with LUGGit benefited your business and your guests?
N: The collaboration with LUGGit has been a value proposition in all the properties we manage. It has been a fantastic solution to the luggage issue, allowing them to make their itinerary hassle-free, at their own pace, without having to carry or worry about luggage.
L: What advice would you give to other managers to achieve success in the vacation rental industry?
N: We believe that there are several key aspects. The most important is customer service, which must be exceptional. Offering a personalized experience and always being available to resolve any questions or problems they may have during their stay. On the other hand, we consider essential a clear and transparent communication with the owners, since they are letting you manage something as important as a home, they must feel safe and calm.
Join Over 400 Vacation Rental Managers Using LUGGit
If guest experience is your priority, LUGGit can help. Join The Charming Concept and over 400 vacation rental managers across Europe in offering a stress-free luggage solution to your guests.
