Success story
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Family-owned hospitality business with 100+ employees, an A+ rating at the BBB, and ranked in the Top 50 property management businesses in the US.
Location: Gatlinburg, TennesseeNumber of listings: 400Using Hostfully since: 2020Favorite features: Ability to duplicate guidebooks, templated guidebook content, shareable links with guests
“Hostfully has been an invaluable tool to help us deliver exceptional experiences for our guests”
Cabins for YOU has been welcoming guests into nature for more than a century. What began as two family-run cabin rental businesses on the East Coast grew into a professionally managed hospitality company with more than 350 properties. Unlike casual home sharing, Cabins for YOU emphasizes quality assurance, full-service guest management, and human support through a dedicated team of vacation specialists.
That high-touch approach came at a cost. Before Hostfully, the guest relations team was handling roughly 12,000 calls per month. Many of those calls were not emergencies or complex requests, but repeat questions about arrival instructions, cabin amenities, or local attractions.
“We had incredibly knowledgeable staff answering the same questions over and over,” said Stefani, Director of Marketing at Cabins for YOU. “That made it hard to respond quickly when a guest actually needed urgent help.”
The volume strained the team. Time-sensitive issues like lost guests or last-minute itinerary changes competed with basic information requests. Guests felt frustrated waiting on hold, and staff felt overwhelmed trying to keep up.
Hostfully digital guidebooks gave Cabins for YOU a scalable way to deliver answers before guests ever picked up the phone. The company now uses hundreds of online guidebooks, one per property, each with clear arrival and departure instructions, house details, and curated local recommendations.
“The goal was simple,” said Zack, Campaign and Community Manager. “If guests can find answers instantly, our team can focus on what really matters.”
Cabins for YOU also implemented Hostfully’s Splash Screen feature, which allows guests to agree to terms and conditions while ethically collecting guest emails for future marketing. Guidebook links are automatically shared two days before arrival, giving guests time to plan without feeling overwhelmed.
To roll this out, Stefani and Zack created two guidebook templates and standardized content cards, then trained the broader team. Within a single week, the marketing team created 345 guidebooks across the portfolio.
“Once we had the structure, it moved fast,” said Stefani. “The system made it possible to scale without burning out the team.”
Inbound call volume dropped significantly as guests began using guidebooks as their primary source of information. Support staff could now prioritize urgent needs and concierge-style requests, while guests enjoyed smoother, more confident trip planning.
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The impact went beyond efficiency. With fewer interruptions and clearer guest communication, the team experienced less stress and better overall performance. Guests felt more prepared and supported, which translated into stronger reviews and higher satisfaction.
As the guest experience improved, Cabins for YOU saw a measurable lift in revenue. With better information delivery and more time to focus on concierge services, the company achieved a six percent revenue increase without adding headcount or new amenities.
“It changed the way our team works,” said Zack. “We’re not just answering questions anymore. We’re creating better stays.”