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Freewyld Foundry’s Revenue & Pricing Management service is driving a 24.6% performance lift for $1M+ STR operators, even in down markets.
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Want to keep your Airbnb listings safe from the algorithm?
In this episode of Get Paid For Your Pad, Kaye Putnam (Head of Marketing at Freewyld) and Eric Moeller (CEO of Freewyld and Freewyld Foundry) reveal why reviews matter more than ever and how even one poor rating can sink your portfolio.
They break down exactly how to earn consistent 5-star reviews without gimmicks, from accurate listings to hospitality that goes beyond automation.
You’ll learn:
- Why managing expectations is more powerful than having the “nicest” property
- The hidden cost of letting a few bad reviews drag down your entire portfolio
- How to design listings that reflect the real guest experience (and avoid disappointment)
- Simple touch points that create magic moments without big costs
- The feedback loop: how to use reviews to continuously improve operations
We also talk about:
- What Airbnb’s shifting algorithm means for hosts in 2025
- Why 4.8 is the new minimum floor for every portfolio
- The role of direct bookings in building deeper guest connections
🎯 Mentioned in the Episode:
Freewyld Foundry Mastermind → freewyldfoundry.com/mastermind
Freewyld Cabins → freewyld.com
🔥 Favorite Takeaway:
“Guests forgive spiderwebs in the forest. They don’t forgive unmet expectations.”
📍 Want to protect your Airbnb ratings and scale with confidence?
Join the Foundry Mastermind or request a free revenue review at FreewyldFoundry.com.
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Kaye Putnam | Freewyld
Many Airbnb hosts don’t realize how much reviews have changed. Even a single three star review can damage visibility and, in some cases, cause listings to be taken down. Today we’re diving into how to consistently earn five star reviews.
Eric Moeller | Freewyld
It’s happening fast, and the industry hasn’t fully caught up. Through our cabins and client work, we’re seeing firsthand how reviews directly impact performance.
Kaye
At Freewyld, we’ve been Superhosts for years and now manage revenue for more than 30 operators generating over a million dollars each. Reviews are central to success. It starts with how you market your property. If you oversell and underdeliver, you’re setting yourself up for disappointment.
Eric
Exactly. Guests book based on photos and descriptions. If reality doesn’t match, you lose trust. We see listings with beautiful marketing but disappointing execution. That’s why we launched a listing optimization service, to help hosts align marketing with the real experience.
Kaye
This is the paradox. It’s not about being the fanciest or most luxurious. It’s about accuracy. One of my favorite examples is Camp Wandawega. They openly describe their property as rustic and outdated. Guests arrive with the right expectations and leave happy.
Eric
Right. When properties fall short of their own marketing, reviews suffer. It’s like buying something on Amazon that looks amazing but arrives completely different. Accuracy wins over hype every time.
Kaye
Design intention also matters. When guests feel that everything in a space belongs and is thoughtfully created, they forgive small imperfections. For example, spider webs in the mountains are inevitable, but our cabins still earn five stars because the overall experience feels right.
Eric
Communication is key. We tell guests upfront they might see insects or wildlife. Setting that expectation builds trust. Beyond that, personal connection is vital. Too many hosts try to automate everything. But hospitality is about being human, just like a great restaurant experience.
Kaye
Yes. It’s the difference between feeling transactional versus feeling seen and valued. Even small touches, like sharing local secrets such as “pink hour” in Idyllwild, create memorable moments that cost nothing but add emotional value.
Eric
Exactly. We’re also rethinking common friction points. For instance, guests always ask for late checkouts. Instead of saying no, we now proactively offer an extra hour. It’s a simple gesture that turns potential frustration into appreciation.
Kaye
Reviews are also a feedback loop. Take our “coffee debacle.” We initially didn’t provide beans, assuming guests would bring their own. Reviews showed us we needed to change. Now we provide custom Freewyld coffee, and it’s become a highlight of the experience.
Eric
The lesson was clear: simplify, systematize, and respond to feedback. Guests booking through Airbnb often expect ease, not complexity. Adjusting to that reality has been huge for us.
Kaye
Exactly. Sometimes reviews reveal small but critical details, like uncomfortable beds or tricky doors. Addressing these quickly reduces friction and improves the entire guest journey.
Eric
And don’t forget: portfolio level ratings matter. Airbnb expects at least a 4.8 average. A few poor performing properties can drag down dozens of great ones. Sometimes cutting those units is the smartest move.
Kaye
That’s powerful advice for managers. Also, don’t ignore reviews after they’re posted. Responding shows engagement and improves Airbnb visibility.
Eric
Yes, 90 percent of operators we audit don’t respond to reviews. That’s a missed opportunity. Reviews aren’t just feedback, they’re a reflection of your business. Take them seriously.
Kaye
To wrap up, reviews are not something to fear. They’re opportunities to improve, refine systems, and create lasting guest loyalty.
Eric
Exactly. Don’t take negative reviews personally. Use them as data to strengthen your business. That’s how you grow.
