How to Keep Guests Coming Back — A Conversation on Loyalty Programs, Guest Experience, and Hospitality Branding with Robin Craigen

Meet Robin Craigen, Co-Founder and CEO of Moving Mountains —a luxury collection of lodging properties in Steamboat Springs, Beaver Creek, Vail, and Breckenridge, Colorado. Robin began his hospitality entrepreneurship journey alongside his wife Heather at sea. Yes, you heard that right, the Craigens ran a luxury yacht charter business around the British Virgin Islands. And while sailing the stunning waters of the BVI was nothing short of a dream, Robin and Heather had higher aspirations. The couple moved to Steamboat Springs, Colorado, and decided to open up a ski chalet business. And that business?  Well they called it Moving Mountains and today, they manage more than 200 properties across in Colorado’s most desirable ski towns. In this conversation, Robin shares: - His musings on the current state of the vacation rental industry - His thoughts on how to best leverage OTAs - How he’s scaled a team to manage 200+ properties with the kind of service and attention to detail of a 5-start resort - Why he thinks Moving Mountains generates so many returning guests - How he’s thinking about growing in other vacation destinations with his soon-to-be-launched sub-brands Moving Beaches and Moving Oceans.  Book your stay at a Moving Mountains property. Connect with Robin on LinkedIn.  This episode is brought to you by our friends at Minoan.  If you have more than one short-term-rental, chances are you use a system for your property management — something like Guesty or Uplisting.   Well, Minoan is a TOTALLY FREE system that hosts use for furnishing and refreshing their homes.   Minoan provides hosts with a one-stop-shop to get hundreds of discounts on the world’s leading brands, and a system where you can manage all of the ordering, tracking, returns, etc. in one place. Saving you time and money!  Create your free account here and be sure to tell the team that Zach from Behind the Stays sent you there way! About the Show Behind the Stays is brought to you twice a week by Sponstayneous — a free, biweekly newsletter that brings subscribers the best last-minute deals and upcoming steals on Airbnb.   brings subscribers the best last-minute deals and upcoming steals on Airbnb.     You can subscribe, for free, at www.sponstayneous.com.  Behind the Stays is hosted by Zach Busekrus, co-founder of Sponstayneous, you can connect with him on Twitter at @zboozee.