CLT Modern Getaway
Looking out for guests (and hosts) with diverse needs
Background
Ashleigh Brown was working as a talent acquisition specialist in tech when widespread layoffs forced her to switch gears. But rather than a turn for the worse, this ended up being a blessing in disguise.
Before she knew it, Ashleigh found herself working part-time as a property manager for an Airbnb owner in the Bay Area and loving it. At the same time, Ashleigh’s husband was learning about real estate and interested in investing.
It seemed like kismet: Why not open their own Airbnb?
The only problem was that real estate prices in San Francisco were, unsurprisingly, out of reach. But once again, a solution presented itself: Ashleigh was looking into house hacking and considering her options when her husband’s work presented an opportunity to move to Charlotte, North Carolina, where property was more affordable and growth was on the rise.
Fast-forward through a cross-country move and the purchase of two investment properties, and Ashleigh has now been running a successful vacation rental business for over a year.
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Challenge
But let’s backtrack.
When Ashleigh started her Airbnb business, she knew she didn’t want to be an ordinary host. What’s more, Ashleigh is neurodivergent, meaning simply that her brain processes information differently, and has both dyslexia and ADHD. So, she also knew she was bringing some particular strengths and challenges to the table.
“Neurodivergent people, we do things in a zigzag,” Ashleigh explained. “I failed every math class in school. There was not one summer when I wasn’t in summer school. I hadn’t been diagnosed yet. I was just like, what’s going on here? I know I’m really smart. I can learn really fast. But when you work with a lot of neurotypical people, there will be people who only see the misspelled word.”
If you get so caught up in those small things, you might not understand the gifts neurodivergent people bring to the table. Our brains aren’t really meant for low-level tasks, but from an entrepreneurial standpoint, we’re fantastic.”
But, as Ashleigh points out, “a lot of entrepreneurs don’t fit in a box,” either. And many of the strengths that go hand-in-hand with neurodivergence also lend themselves to running your own business, such as the ability to see things from unique perspectives, work under pressure, and empathize. This last skill is key in predicting guests’ needs and going above and beyond to provide them with an incredible experience—things that Ashleigh has proven exceptional at.
Ashleigh simply needed a solution that could help her with low-level tasks, so she could focus on the bigger picture and put her strengths to work.
Solution
Ashleigh already had some experience with property management before starting her own business, but she had never used a property management system (PMS). So when she heard about Lodgify on a podcast, she figured she’d give it a try and requested a demo.
“I really liked how the support team just met with me and walked me through the process very seamlessly,” Ashleigh recalled. “They stayed on long with me and answered every question I had. So that was a really wonderful experience.”
There were several specific things Ashleigh was looking for, starting with a website. Her plan was to use Airbnb as her top of funnel and drive traffic to her own direct booking website, so a website builder was a must.
I loved how quickly I could use Lodgify. I got it up and running in literally 30 minutes.”
Of course, Ashleigh also needed a tool that would help with the day-to-day operations of her business.
“When I saw that Lodgify wasn’t only a direct booking website, but also a property manager, I was like, okay, this is going to make our business so much easier,” she recounted.
Ashleigh was particularly interested in automation tools to help take some of the lower-level tasks off her plate: “All of the AI and automation resources that you have are really great. I think this is a really great time for neurodivergent people to be entrepreneurs because there are so many tools that can help us avoid the bottlenecks we get caught up in.
“For example, since I’m dyslexic, I feel like I have a lot of great ideas, but writing them down can take a while. So just knowing that I can use these tools to plug in a description, for instance, is just fantastic. Rather than getting caught up in how to say something, I can just dream it and do it. It’s great. I love it.”
Between the website and the automation and just having all my reservations in one spot, Lodgify is a really great one-stop shop.”
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Results
Lodgify’s PMS has successfully freed Ashleigh up so she can focus on the bigger picture of hosting and be the kind of host she wants to be—one that goes above and beyond for her guests.
Part of that involves looking out for guests with diverse needs. For example, Ashleigh incorporates calming colors and soft textures into her interior design for those with sensory issues, and stocks up on things that are easy to forget.
“People who have ADHD often forget things, so I always have extra toothbrushes and toothpaste. Because if someone doesn’t have a car, that $5 item turns into a $35 Uber trip, and that can really ruin a trip,” Ashleigh explains. “So I just try to make sure I have literally everything that people might forget so they don’t have to interrupt their trip.”
Neurodiverse needs or not, Ashleigh simply loves creating the best guest experience possible:
“I genuinely love providing a place where people can let go, be themselves, and feel comfortable and taken care of. What sets us apart is that we’re a memory space as opposed to just a place for people to lay their heads. It’s where they’re creating really big memories for their friends and their family. So that’s been really, really great.”
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Ashleigh’s advice
Ashleigh’s advice for new hosts breaking into the industry?
“If you have an idea, don’t be scared to just put yourself out there and try,” Ashleigh insists. “Yes, sometimes it can feel uncomfortable because we don’t like to mess up in front of others. But this is a new era where people genuinely want to follow and learn from people who share their mistakes.”
Another pointer: to “think of your guests.”
“It’s really easy to get caught up in the numbers because there’s a lot of money you’re spending upfront,” Ashleigh explained. “But when you treat your guests right, they will remember.”
People aren’t always going to remember what you say, but they will remember how you make them feel.”
Ashleigh also points out that there are educational resources available for all learning types these days, so you can do your research and find what works for you. After all, one of the things that drew Ashleigh to hosting in the first place is its flexibility and versatility.
“I think Airbnb is just such a great fit because there’s so many things you can do with it. You can do the marketing, you can do the design, you can do the customer support, you can do the sales. There are just so many different hats that you can’t get bored. And that’s why I really like Lodgify, because I can do all of those things inside of your platform.”
You can learn more about Ashleigh by visiting her website or following her on instagram.