Hospitality vs. Service: What It Really Means in the Vacation Rental Industry
11/17/2025
It’s no longer enough to simply deliver a clean home and respond to guest inquiries. Today’s travelers are craving something deeper, more human—something that leaves a lasting impression long after checkout. That something is hospitality.
But what exactly distinguishes hospitality from service? Why do some operators consistently delight their guests while others fall flat despite checking all the boxes? And how can technology help elevate—not replace—the emotional connection at the heart of a memorable guest experience?
We spoke with five industry leaders to unpack what hospitality truly means in 2025 and how property managers can deliver it consistently.
From Meeting Expectations to Exceeding Them
At its most basic, service means delivering what was promised. A stocked kitchen, a key code that works, a quick response when the toilet backs up. These are table stakes.
Hospitality, on the other hand, is about emotion. It’s about how a guest feels—from the moment they book to the moment they leave, and even beyond.
As Shahar Goldboim, CEO and co-founder of Boom and DesignedVR, explains: “Service is about meeting expectations—giving the guest what you’ve told them you will. Hospitality for me is about exceeding expectations, surprising and delighting the guest. It’s anticipating needs, elevating moments, and leaving guests feeling seen, even wondering how you did it. It’s the difference between handing over a key and making someone feel at home.”
Steve Schwab, founder and CEO of Casago, draws a sharp line between logistics and emotion. “Good service is the act of delivering logistics with minimal errors such as clean sheets, keys that work, and a check-in email sent on time,” he says. “These are the fundamental competencies of short-term rentals and must be mastered. But hospitality is something entirely different. It’s the art of how those services are delivered—the human touch that makes people feel seen and heard. It’s about taking a moment to acknowledge someone’s journey.”
He continues: “Authentic hospitality is what turns a stay into a story—a moment guests will share over dinner with friends about the person who made them feel truly valued. If service is the skeleton, hospitality is the soul.”
Why Some Operators Struggle—and Others Shine
Is it about resources? Staffing? Mindset?
According to Michele Fitzpatrick, CEO of eviivo, the difference often comes down to internal culture. “True hospitality is about how you make people feel, not what you offer. The best operators know this instinctively,” she says. “They build that mindset and culture of care into every part of their business.”
Schwab agrees, noting that hospitality “lives in culture.”
“Simple: mindset,” he says. “Some managers and owners see guests as transactions. Others see them as relationships. You can train for execution, but hospitality lives in culture. That DNA either exists or it doesn’t. You can’t fake it.”
Pierre-Camille Hamana, CEO of Hospitable, adds: “The ones pulling ahead aren’t necessarily the biggest or the best-resourced. They’re the ones who understand their guests and their markets, and who use that knowledge to create stays that feel personal.”
And in some cases, hospitality lives in the details—like the story Schwab shares from his team:
“One of our teammates, Jetta from Snowshoe, got a call that while the heaters were working in the house, the bedrooms were still cold because of the blizzard that was hitting the area. Instead of waiting till morning, Jetta drove up the mountain in the snowstorm, bringing her own blankets and spare space heaters from her home to make sure the kids were warm that night.”
The Expanding Definition of Hospitality
What guests consider “good hospitality” is evolving. It’s no longer about warm cookies and a welcome note; it’s about personalization and relevance.
“Hospitality in short-term rentals has outgrown the welcome note and the bottle of wine,” Hamana says. “Guests now expect more than gestures, they expect relevance. Not just fast replies, but thoughtful ones. Not just recommendations, but the right ones, at the right time, for them.”
Ulrich Pillau, CEO and founder of Apaleo, sees this evolution as a natural response to rising guest expectations. “Meeting guests’ expectations is the easy part; what’s more challenging in hospitality is anticipating what a guest needs before they even have to ask.”
The experience, in other words, must feel curated. That means knowing whether a guest wants privacy or interaction, a quiet workspace or kid-friendly activities, and tailoring touchpoints accordingly.
“There’s an old-school view that great hospitality means constantly being there or communicating with the guest,” Goldboim says. “For some, perfect hospitality could be a simple welcome gift and then being left to enjoy themselves for the rest of the stay. For others, it’s more about the conversations, experiences, and human connection with their host.”
Technology as an Enabler—Not a Replacement
Each expert interviewed for this piece emphasized the same point: Technology is not the enemy of hospitality. In fact, it’s essential to making it possible at scale.
“Technology’s most important role in hospitality is to simplify operations and create the space for real, human connection,” Fitzpatrick says. “No machine will make your guest feel at home; that magic comes from the staff. If staff are free from doing mundane, repetitive, and administrative tasks, they will have the time and energy to deliver the kind of heartfelt service that keeps guests coming back.”
That means automating check-ins, deposit collection, cleaning schedules, and routine communications so staff can focus on creating memorable experiences.
“Technology should give you more time to deliver outstanding service,” Pillau says. “When done right, technology means fewer screens, fewer clicks, and more face time with your guests.”
The most forward-thinking property managers are already using AI-powered assistants—also called agents—to take automation a step further.
“AI can now scan a guest’s previous reviews to serve hosts a snapshot of their likes and dislikes,” Hamana says. “It can analyze every previous message exchange to understand tone and communication preferences … It can detect booking behavior trends … and flag that in advance.”
Goldboim sees similar benefits: “Used well, technology makes it easier to apply that human touch, personalizing stays, resolving issues instantly, and removing stress—for both guests and staff.”
Schwab cautions against over-automation, however.
“Technology should make you bionic, not robotic,” he says. “You can’t automate empathy. When tech erases the human touch, you’re no longer in hospitality, you’re in logistics. And logistics can always be bought cheaper somewhere else.”
Operationalizing Hospitality: Tips from the Top
If you’re a property manager aiming to move from basic service to exceptional hospitality, where should you start?
Pillau recommends beginning with simple automations: “Get technology to handle essentials like sending guest confirmations, collecting deposits and payments, or assigning cleaning schedules. Freeing your team from these repetitive jobs gives them the time and energy to focus on delivering the special, personal touches that guests truly value.”
Fitzpatrick echoes that theme: “When the fundamentals are taken care of behind the scenes, teams can then focus on refining every guest interaction.”
Once the basics are running smoothly, it’s time to think modular. Avoid systems that lock you into a rigid workflow.
“Look for open platforms to support your operations,” Pillau says. “These systems let you easily connect different apps and services without locking you into one rigid solution.”
And perhaps most importantly: Invest in your people. “Start by freeing up their bandwidth,” Goldboim says. “Then invest in culture and coaching. Let your team know they’re trusted to make judgment calls and prioritize hospitality.”
He continues: “Train your team to think like hosts, not just workers. That shift is where the magic begins.”
Hospitality That Scales
As guest expectations continue to rise, the short-term rental industry must evolve with them. But that doesn’t mean becoming more impersonal. It means doing the opposite—using technology to personalize at scale.
“Hospitality is becoming more anticipatory and personalized,” Goldboim says. “Guests expect seamless, five-star service with boutique charm—and they want it instantly.”
That blend of tech precision and human warmth is what defines the next generation of hospitality.
“Our cellphones understand us better than we understand ourselves,” Goldboim adds. “Guests are beginning to demand that same level of personalization from their stays, too.”
And with the right tools and mindset, vacation rental managers can deliver it.