What actually separates average holiday lets from the best-reviewed ones?

In this episode of Holiday Let Insider, James Varley is joined by Rachel Brennan from Sykes Holiday Cottages to break down how reviews are really won – and lost – across the guest journey.

We cover:

• The fundamentals: care, clarity & cleanliness

• Where reviews are actually won or lost

• What top-reviewed holiday lets have in common

• Why small details make a big difference

• How honest photos set the right expectations

• The mindset hosts need when a bad review lands

• Why defensive replies hurt future bookings

• Turning negative experiences into positives

• How to be relentlessly proactive to earn 5-star reviews in 2026

If you’re a holiday let owner or property manager looking to improve reviews, boost trust, and increase bookings, this episode is packed with practical insight you can use immediately.

1:52 Care, clarity, cleanliness

5:42 At what points in the guest journey are reviews won or lost?

9:51 What do the best reviewed holiday lets have in common?

14:31 Small details show you care for your guests and can have a huge impact

17:56 The role photos play in setting expectations for guests – be honest and truthful

20:30 The mindset hosts need when a bad review comes in

22:03 Don’t be too emotional and go into defensive mode

23:02 Think about your future guests when responding to a bad review

24:33 You can turn a negative experience into a positive one – most guests don’t expect perfection

25:54 Be relentlessly proactive to earn excellent reviews in 2026

Rachel Brennan: https://www.linkedin.com/in/rachel-brennan-26098118a/

Work with Sykes Holiday Cottages to let your property: https://www.sykescottages.co.uk/letyourcottage/

Call: 01244 356 666

Visit: https://www.sykescottages.co.uk/letyourcottage/

Host Planet: https://www.hostplanet.club/

James Varley: https://www.linkedin.com/in/jdsvarley/

Episode to check next:

The 2026 Holiday Let Compliance Checklist: https://www.youtube.com/watch?v=ITvlxKPA8v0&t=2s

Holiday Let Insider is presented by James Varley, a holiday let investor and property manager who is also the Founder of Host Planet. Before founding Host Planet, James spent 20 years in the media, including a decade leading corporate communications for the FIFA World Cup Qatar 2022.

Contact the show: info@hostplanet.club

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