The Bookster Podcast

What it means when holiday rental clients start building their own tools on top of Bookster's API, and how that's quietly shifting the team's product prioritiesSimon Beattie is joined by Robin Morris, co-founder of Bookster, and Adam Aaron, support lead, to talk about something that's started showing up in their client conversations: vibe coding. That's the practice of building software using AI tools — Gemini, Claude, and others — by typing instructions in plain English rather than writing code directly. No programming background required. The three discuss how Bookster clients are already doing this in practice — most commonly to build their own custom dashboards using data pulled from Bookster's API. Where Bookster's built-in views present data in a fixed, opinionated way, some technically-minded clients are now querying the API directly and building exactly what they need: custom arrivals reports, bespoke owner summaries, automated messaging tools. Robin recalls one client who built a fully custom booking-triggered messaging system over a weekend. Adam explains the support quirks this creates — including the occasional script that hammers the API every 30 seconds when it only needed to run once a day. Robin and Adam are clear that this doesn't worry them — clients are still using Bookster, just in a different way. But it is nudging product priorities. Improving the API is now higher up the list than it would have been a year ago, and what clients build independently is becoming a source of genuine product inspiration. Simon also notes this is likely just the beginning: as vibe coding tools improve, it won't just be the technically-minded reaching for the API. If you run a holiday rental business and have ever wanted to see your Bookster data presented your way, or if you're curious how a small SaaS team is thinking about AI-driven client behaviour right now, this is a straightforward and honest conversation worth your time.Bookster API AccessBookster Features Overview

From missing photo descriptions to abandoning channels after one bad review, Robin and Adam reveal the habits that hold property managers back - and what to do instead.In this episode, Bookster co-founder Robin Morris is joined by Adam Arran, Bookster's support lead, to discuss something a little different: the common mistakes they see holiday letting clients make - and why those mistakes tend to get in the way of more bookings. From incomplete property listings and unlabelled photos to knee-jerk reactions after a bad guest review, Robin and Adam draw on their day-to-day experience of onboarding and supporting agencies to identify the patterns that come up again and again. They cover: * Why property content (descriptions, photo titles, alt text) matters more than most clients realise * The importance of trusting the onboarding process before diving into the details * How reacting too quickly to a bad review or a slow month can make things significantly worse * The difference between Bookster as a software tool and a full-service agency * Why "PMS hopping" between platforms rarely solves the underlying problem * How to use AI and dynamic pricing tools as guides - not gospel The episode ends with a look ahead at how AI might allow property managers to extend and customise their software stack in ways that weren't possible before. A candid, practical conversation with plenty of takeaways for anyone running a holiday letting business.

Discover how probing questions transform a standard software walkthrough into a mission-critical solution for a holiday rental business.In this episode of the Bookster podcast, hosts Simon and Robin are joined by Account Manager Jonny to pull back the curtain on the demo: a pivotal moment in the holiday rental software journey. Moving beyond simple feature walkthroughs, the team discusses how demonstrations serve as a mission-critical bridge between a prospect’s problems and a software’s solutions. Key Insights from the Episode: - The Evolution of the Demo: Jonny shares his transition from "feature-focused" presentations to a process centred on "ethical sales" and solving specific pain points. - Probing for Solutions: Learn why asking "What’s made you book a demo now?" is more effective than standard questioning for uncovering hidden business challenges. - Mission-Critical Trust: Robin explains why demos are essential for software that handles the day-to-day running of a business, as they build the rapport and confidence that a pre-recorded video simply cannot. - Qualifying for Success: The team discusses why they occasionally turn clients away or refer them to agencies if the software isn't a perfect fit, ensuring long-term satisfaction over short-term gains. - Handling the "No-Show": A candid look at the "bane" of the sales job (the 20-30% of prospects who go radio silent) and why the team prioritises low barriers to entry. Whether you are a property owner looking to fill your calendar for the 2026 season or a SaaS professional looking to refine your sales funnel, this conversation offers practical advice on using demos to drive genuine business growth.www.booksterhq.com/request-demo

The visitor levy is a Scotland-wide tourist tax implemented first in Edinburgh, charged as a percentage-based fee on short-term rentals for visitors, including tourists and temporary workers.How does the visitor levy work? The Scottish Government created a flexible framework allowing councils to charge the levy in different ways, including a percentage-based model limited to the first five nights of a stay. Challenges Bookster faces with the visitor levy implementation Calculating the levy accurately due to complex pricing structures, handling bookings with multiple guests over different periods, lack of clear guidance on remittance, and the administrative burden pushed onto the industry. The % based model of the visitor levy is problematic It requires integrating the levy calculation with booking prices, including channel markups and extras, and complicates price transparency and payment processes, unlike simpler fixed per-night fees collected at check-in. Issues from the levy applying only to the first five nights Complexity in calculating the levy for longer stays, especially when guests change during the booking, requiring splitting bookings and pro-rata calculations that are difficult to implement. Visitor levy affect the pricing and tax thresholds for hosts? The levy increases turnover, potentially pushing hosts over VAT thresholds, increasing their tax operational complexity, and adding to the cost of services for guests. Hope regarding the future of the visitor levy Hope is that the levy will be delayed or simplified after industry feedback, but preparations must continue due to the imminent start date. How does Bookster plan to handle the technical challenges? Bookster plans to modify its architecture to accommodate levy calculations - this requires significant development and may affect system efficiency. Impact of the visitor levy on Bookster's clients so far Clients are confused and stressed, with some incorrectly charging the levy early, leading to errors and the need for clear guidance and support from Bookster. A Simple Alternative Guests pay the levy directly to a council via a simple payment link / QR code, reducing administrative burden generally.

The team explains the difference between customer success (proactive support) and traditional support (reactive help), highlighting their efforts to engage clients regularly to ensure they utilize all features effectively.We discuss the challenges of reaching clients, especially those who prefer minimal contact, and the significance of maintaining relationships to enhance client satisfaction and retention. We also touch on the onboarding process, the importance of understanding client needs, and the value of referrals. Overall, the conversation underscores Bookster's commitment to customer success as a key driver for both client satisfaction and business growth. What is Customer Success? Ensuring that our clients, who are holiday rental agencies and property managers, get the most out of our software. How does customer success differ from support? Customer Success is proactive, focusing on helping clients maximise their use of the product, while support is reactive, responding to client inquiries and issues as they arise. Do clients like being contacted? It's about 50-50; some clients appreciate proactive contact and look forward to it, while others may prefer to be left alone and don't respond. Methods to keep in touch with clients Bookster uses phone calls, emails, video calls for account reviews, and even has a weekly drop-in call for clients to join and discuss any issues. Time Zones Bookster accommodates clients in different time zones by offering flexible scheduling for calls, often arranging meetings at times that suit the clients. Business Model Importance Customer Success is crucial because retaining clients is more cost-effective than acquiring new ones, and happy clients are more likely to recommend Bookster. What is one unique approach Bookster takes? We emphasise knowing clients personally, which helps in providing tailored support and maintaining strong relationships.

Working with third party service providers as a SaaS product.The Bookster podcast, hosted by Simon and featuring CEO Robin Morris and guest Adam Aaron, discusses the importance and challenges of third-party integrations in their holiday rental software. They explore the benefits of using trusted third-party services like Booking.com and Stripe for payment processing, emphasising the need for strong relationships with these providers to ensure reliability and support. The conversation highlights both positive experiences and challenges faced with various third-party providers, including issues with support and communication that can impact their clients. They conclude by stressing the importance of modular software design to facilitate easier changes in providers and maintaining a focus on delivering a seamless user experience for their clients Positive Experiences Essential services like Booking.com and Stripe, which are crucial for clients' operations and provide peace of mind to end users.  Red Flags Red flags include poorly documented APIs, lack of responsive support, and time zone issues that can delay communication.  Customers Perspective Generally, customers do not care about the third-party providers as long as the product works effectively for their needs. What is an API? An API, or Application Programming Interface, is a set of protocols that allows different software applications to communicate with each other. Poor Experiences Bookster had a negative experience with a provider that promised high service levels but failed to deliver, leading to poor support and client loss. Relationships A good relationship is crucial for ensuring timely support and maintaining the functionality of mission-critical services.

What does Robin mean by 'Vertical Integration'?

Host Simon Beattie chats with CEO and Co-founder Robin Morris and Jonny Brannen from our sales team about finding the right customer for Bookster, and Bookster's experience with ensuring the right customers join Bookster.How has Bookster structured its client support and adapted practices over time? What methods and strategies have they implemented to handle customer inquiries effectively? Welcome to the Bookster Podcast, hosted by Simon, offering a deep dive into the operations of Bookster, the SaaS holiday rental software company headquartered in Edinburgh, Scotland. In this episode, Simon speaks with Robin Morris, CEO, and Adam Aaron, the head of client support, to explore Bookster's approach to customer service and support, discussing the systems, practices, and philosophies that ensure clients have a seamless experience with Bookster’s software. The important bits [00:00] - Introduction to today’s episode and the guests [01:10] - Background on the importance of customer support in SaaS [02:25] - Early days: How customer support was managed initially [04:30] - The evolution of support practices post-growth [06:45] - Tools and technology supporting client communication [10:15] - Balancing automation with personal support [13:05] - Insights on managing feedback loops from clients [15:30] - Final thoughts: The future of customer support at Bookster Key takeaways Evolution of support: Robin and Adam explain how Bookster’s client support strategies grew from a basic setup to a more structured system as their customer base expanded. Using technology for efficiency: The Bookster team discusses their integration of CRM and helpdesk tools to streamline communication and ensure prompt responses.  Feedback loops and continuous improvement: Client feedback has been instrumental in shaping Bookster’s offerings. Robin and Adam talk about their method of capturing feedback and applying it to improve the software, creating a feedback loop that actively informs their product development. Conclusion: In an ever-growing digital landscape, Bookster aims to keep client support at the heart of its operations, ensuring that their clients’ needs shape the future of the company.Smashing your goals with holiday rental software

How does Bookster organise its working practices? Has Bookster always offered flexible working and remote working, and how does it work in practice?Welcome to the Bookster Podcast hosted by Simon, discussing the behind-the-scenes operations of the SaaS holiday rental software company Bookster, based in Edinburgh. In this episode, Simon is joined by Robin Morris, CEO, and Adam Aaron, support lead. Together, they explore the topic of remote working at Bookster, how it has evolved over the years, and the shift caused by the COVID-19 pandemic. The important bits [00:00] - Introduction to the episode and guests [01:00] - Overview of today's topic: Remote Working [02:05] - How remote working was done before COVID-19 [03:00] - How COVID-19 changed everything [04:55] - What is the current remote working routine? Key takeaways  Pre-COVID vs Post-COVID remote working: Robin explains that while Bookster had the infrastructure to work remotely even before the pandemic, it was mainly office-based. The COVID-19 crisis led to a near-complete shift to remote working, with team members now primarily working from home. Technological infrastructure: The team used tools like IRC for communication even before more modern solutions became mainstream. Current practices: While some employees still come into the office occasionally, most of the team operates remotely on a daily basis. This has allowed flexibility but also raised questions about productivity and collaboration. Balance and adaptation: The discussion also touches on the challenges of balancing remote work with maintaining team cohesion and ensuring that everyone stays aligned with company goals. Questions answered in this episode ● How has remote working changed at Bookster since COVID-19? ● What tools and systems does Bookster use for remote work? ● How does the company ensure communication and productivity while working remotely? ● What are the pros and cons of remote working for a SaaS company like Bookster? ● How does the team balance in-office and remote work days?Smashing your goals with holiday rental software

How did Bookster create its' software product?Episode Overview: Welcome to the Bookster podcast, where we dive into the journey of building a successful SaaS company for holiday rental management. In this episode, Simon sits down with Robin Morris, CEO and Co-founder of Bookster, a SaaS holiday rental software company based in Edinburgh, Scotland. Join them as they discuss the origins of Bookster, its challenges and successes, and the inner workings of managing a tech-driven rental business. If you're interested in the intersection of software development, property management, and entrepreneurship, this episode is packed with insightful and helpful takeaways. Key Discussion Points: Introduction to Bookster: How Bookster helps holiday rental businesses manage bookings, communication, and marketing. The SaaS Business Model: Insights into Bookster’s subscription-based approach and its relevance to the rental industry. Challenges and Triumphs: Robin shares the biggest obstacles Bookster has faced and how the team overcame them. Tech and Innovation: How technology plays a crucial role in improving customer experience and property management. Advice for Entrepreneurs: Robin’s advice for those starting their journey in the SaaS and rental tech industries. Takeaways: A glimpse into the day-to-day operations of a growing SaaS business. The importance of customer feedback in product development. Strategies for balancing growth with quality service. Robin’s personal tips for aspiring tech entrepreneurs.Bookster website

How does Bookster market itself with a small budget?Simon introduces the episode and his guests, Robin Morris, co-founder and CEO of Bookster., and Kelly Odor, Marketing Director.  The series aims to explore running a successful SaaS company. In the Bookster Podcast, we take you behind the scenes of Bookster, a SaaS company based in Edinburgh, Scotland, providing software solutions for the holiday rental industry. Join us as we explore the company's journey, its inner workings, and discuss strategies for growth and innovation in the rental market.  Key Points: Introduction to Bookster (00:05 - 00:13) Simon kicks off the podcast by welcoming the audience and introducing the company, Bookster, a SaaS holiday rental software provider based in Edinburgh. Company Journey and Growth (00:13 - 00:17) A quick dive into Bookster’s history, touching on their mission to help holiday rental businesses with streamlined software solutions. CEO's Perspective on Leadership (00:24 - 00:30) Robin shares insights about his role as CEO and co-founder, the challenges of leading a growing tech company, and his vision for the future. Addressing Industry Challenges (00:30 - 00:36) The discussion highlights key challenges in the holiday rental market and how Bookster's tools are tailored to address these needs efficiently. Customer Success and Future Plans (00:36 - onwards) How Bookster measures customer success and plans for future expansion, including upcoming features and strategies. Closing Remarks: Simon wraps up by thanking the listeners and encouraging them to follow the journey of Bookster through future episodes. Connect with Bookster: For more information, visit Bookster's website or follow us on social media.Bookster website

How did we move from being a general software company to one servicing a specific niche?Welcome to the Bookster podcast hosted by Simon, featuring discussions about the SaaS holiday rental software company Bookster, based in Edinburgh. In this episode, the hosts delve into the journey of transitioning from a general software company to a specialized niche, specifically in SaaS holiday rental software. They discuss the balance between being generalists and specialists, how this shift impacts business growth, and the importance of adaptability. The important bits ● [03.35] The importance of focusing on a niche market to drive business success. ● [12:20] How specialisation affects team dynamics and project management. ● [22:30] The challenges and benefits of becoming a specialist in a competitive market. Questions answered ● What are the benefits of moving from a generalist to a specialist company? ● How does this transition impact team roles and responsibilities? ● What strategies can be used to successfully specialise in a niche market?Smashing your goals with holiday rental software

How does Bookster ship software and work on projects? What are some alternative ways to work, and why do we do it like we do?Welcome to the Bookster podcast hosted by Simon, featuring discussions about the SaaS holiday rental software company Bookster, based in Edinburgh. In this episode, Simon is joined by CEO Robin Morris and Technical Director Colin Guthrie, co-founders of Bookster. They discuss their roles, the company's agile approach, and the importance of customer feedback. The important bits ● [00:00] - Intro to Colin and the podcast ● [02:55] - What do we mean by Agile? Key takeaways Colin explains his responsibilities, including technical operations and development. Robin describes their interpretation of agile methodology, emphasizing short development cycles and frequent releases to gather user feedback. They highlight the importance of balancing customer requests with the company's vision, avoiding the pitfalls of rigidly adhering to client demands. The conversation also covers the collaborative nature of their development process and the challenges of maintaining and deprecating features. They share examples of features driven by customer input, such as owner statements, and the process of removing outdated functionalities. Bookster's agile practices include weekly sprints, daily standups, and periodic planning sessions to stay responsive to market needs. The episode concludes with an explanation of agile versus waterfall development models, showcasing Bookster's commitment to continuous improvement and customer-centric innovation. Questions answered in this session ● What do we mean by Agile? ● What is an alternative way of working? ● Why is it important to keep a feedback loop with customers? ● How do we unpick your customers' problems? ● How to meet clients' needs? ● How to manage the different terminology of customers and Bookster  ● How to choose what features to kill off, or should they stay forever? ● What is Astro-turfing? ● What are our Agile processes? ● What is technical debt?Smashing your goals with holiday rental software

There are bad people on the internet. As Bookster is an online application it is exposed to bad people who try to do bad things. Here's our thoughts and how we cope with them.Welcome back to the Bookster podcast, hosted by Simon from inside the SaaS holiday rental software company Bookster, based in Edinburgh, Scotland. In this insightful episode, we are joined by CEO and Co-founder Robin Morris, as well as Technical Director Colin Guthrie, to delve into the crucial topic of cybersecurity.  As Bookster grows, so do the cybersecurity threats it faces. Learn how the team tackles these challenges, the common types of attacks they encounter, and the strategies they implement to protect their clients and their data. Whether you're a tech enthusiast or just curious about the behind-the-scenes workings of a SaaS company, this conversation promises to be both informative and engaging. The Important Bits: ● [02:00] - Cybersecurity Overview: An introduction to the topic of cybersecurity, its importance, and how it impacts Bookster. ● [04:00] - Cyber Attacks: Colin discusses cyber threats, such as automated tools and phishing attempts, and how these affect both small and large businesses. ● [08:00] - Protective Measures: Strategies implemented by Bookster, such as two-factor authentication, email security measures, and limiting data storage to necessary information only. ● [16:00] - Tools & Services: Stay ahead in the cybersecurity arms race, including static & dynamic analysis tools. Key Takeaways: ● The growing profile of a company like Bookster increases its visibility to cyber attackers. ● Common cyber threats include automated hacking tools and sophisticated phishing attempts. ● Implementing two-factor authentication and other protective measures is crucial for safeguarding data. ● Limiting stored data to what is necessary reduces risk. ● Continuous monitoring and adapting to new threats are essential in maintaining cybersecurity. Stay tuned for more episodes as we continue to explore the inner workings and challenges faced by Bookster.  Join us next time for discussion on work in an agile manner, and how that supports Bookster's approach to technical growth.https://www.booksterhq.com/smashing-your-holiday-rental-goals

Reaching out to prospective Bookster clientsIn this episode of the Bookster podcast, Simon hosts CEO and co-founder Robin Morris along with account manager Johnny Brannan. Key takeaways They delve into the company's journey, operations, and client interactions. Johnny discusses his role as the first point of contact for prospective clients, emphasizing Bookster's shift from cold calling to handling primarily inbound leads.  He contrasts his previous experience at a caravan listing directory with Bookster's focus on inbound business-to-business clients seeking comprehensive property management solutions.  The conversation touches on client suitability assessments, challenges with mistaken inquiries (like from yoga studios or book libraries), and adaptations during COVID-19, such as providing accommodation for key workers. Robin highlights the company's resilience post-pandemic, reflecting on initial struggles and subsequent recovery phases.  Overall, the episode underscores Bookster's evolution, client-centered approach, and adaptability in the holiday rental software market. Stay tuned for more episodes as we continue to explore how Bookster works and the challenges it faces. Join us next time for discussion on bad people on the internet, and how SaaS companies can manage attacks on their business.www.booksterhq.com/smashing-your-holiday-rental-goals

Another of Bookster's key pillars - Ease of UseIn this episode of the Bookster podcast, host Simon and CEO Robin Morris delve into the third foundational pillar of the company: ease of use. Key takeaways They highlight Bookster's commitment to reducing barriers for users by making their holiday rental software intuitive and straightforward. Some of Bookster's clients are not tech-savvy and are more focused on managing their properties and ensuring guest satisfaction. Therefore, the software is designed to be coherent, consistent, and easy to navigate with minimal technical knowledge. The conversation also touches on the importance of speed in software performance.  A listener's question about AI integration prompts Morris to discuss potential future applications, such as AI-generated property descriptions and photo enhancements.  Key takeaways Ease of Use as a Core Pillar: Bookster prioritizes ease of use to lower barriers to entry for its clients, many of whom are not technically inclined. The software is designed to be intuitive and user-friendly. Consistent User Interface: To enhance ease of use, Bookster maintains a consistent user interface throughout its platform.  Fast and Responsive Software: Speed is a critical component of ease of use. Bookster focuses on ensuring that both property managers and guests experience fast load times and responsive interactions. User-Centric Design: Bookster's design decisions are based on understanding the needs of their users. For example, the guest-facing calendar widget only shows availability and price, as that's the information guests care about, whereas detailed booking information is available to property managers through their login. Potential for AI Integration: AI could be used to generate property descriptions from photos or enhance the resolution of uploaded images, improving overall user experience and engagement. These points illustrate Bookster's commitment to making their software accessible, efficient, and user-friendly for both property managers and guests.Smashing your goals with holiday rental software

High quality support is at the heart of how Bookster provides it's serviceIn the Bookster podcast with host Simon Beattie, CEO Robin Morris and support lead Adam Aaron discuss the company's approach to onboarding and supporting clients.  Key takeaways They emphasize a personalized onboarding process tailored to each client's needs, aiming for simplicity and effectiveness.  While Bookster offers self-guided initial setup, they highlight the importance of hands-on support to ensure clients effectively utilize the software.  Their approach includes using emails and direct interactions to guide clients through setup, although challenges arise when clients overlook essential steps like configuring payment gateways.  Beyond initial setup, ongoing support involves maintaining open communication and managing client expectations to prevent misunderstandings about the software's capabilities.  Bookster values personalized support, recognizing that different clients require varying levels of assistance based on their familiarity with technology and business operations.  If you're enjoying this series, please follow us, and join us next episode as host Simon and CEO Robin Morris delve into the third foundational pillar of the company: ease of use. www.booksterhq.com/faqs

Simon, Robin and Adam discuss one of Bookster's key pillars - a low barrier to entry.In this episode of the Bookster podcast, Simon hosts Robin Morris, CEO and Co-founder, and Adam Aaron, Bookster's support lead. Key takeaways They delve into Bookster's ethos of maintaining a low barrier to entry for their holiday rental software.  This approach aims to simplify the client onboarding process, allowing users to swiftly set up and start using Bookster without traditional obstacles like setup fees or lengthy contracts.  Adam highlights the evolution of his role from managing a caravan site finder to focusing on customer support, underscoring Bookster's commitment to adaptability and client-centric service.  They discuss the challenges of this approach, such as potential mismatches with clients seeking solutions beyond property management.  Despite these, Bookster's strategy of fostering trust through accessibility and support appears pivotal in their journey.  The important bits ● [00:00] - Intro to Robin, Adam Aaron our Support Lead and the podcast ● [01:02] - What is Adam's role as a Support Lead? ● [02:50] - Providing a low Barrier to Entry Key points covered ● How Adam moved to the Support Team ● What is a Low Barrier to Entry and some examples of these? ● What are disadvantages of having low Barriers of Entry? ● How does Bookster achieve the low Barrier of Entry for its' clients? ● Does a low Barrier to entry create a higher support burden? ● How does this build trust with clients? ● How does the size of the team impact how Bookster runs? Next Episode In the next episode will be looking further at how high quality support is at the heart of how Bookster provides its service.www.booksterhq.comwww.booksterhq.com/features/136937-self-sign-upSmashing Your Holiday Rental Goals Podcast

Robin and Simon talk about Caravan Sitefinder and the four pillars on which Bookster was founded.Welcome to the Bookster podcast hosted by Simon, talking with CEO Robin Morris.   In episode two of their podcast, Robin and Simon delve into the journey of Bookster, a software company. Key takeaways They reflect on the sale and repurchase of Caravan Sitefinder, highlighting decisions around business focus and economic viability. Robin outlines Bookster’s evolution from a simple booking tool to a comprehensive platform for vacation rentals, emphasizing principles like low entry barriers, high-quality support, and broad service coverage. They stress the importance of defining business principles and staying adaptable in the competitive landscape of software as a service (SaaS) businesses, offering insights valuable to aspiring entrepreneurs. The Four Pillars are: 1) Low Barrier to Entry 2) Easy to use 3) High Quality Support 4) Vertical Integration Join the next episode as Simon, Robin and Adam discuss one of Bookster's key pillars - a low barrier to entry.www.booksterhq.comwww.caravansitefinder.co.uk