{"podcast":{"title":"Behind the Stays","slug":"behind-the-stays-3506810","podcast_index_feed_id":3506810,"rss_url":"https://feed.podbean.com/behindthestays/feed.xml","website_url":"https://www.behindthestays.com/","image_url":"https://pbcdn1.podbean.com/imglogo/image-logo/10635360/BTS-Artwork-1400x1400.jpg","author":"Zach Busekrus","episode_count":383,"summary":"Welcome to Behind the Stays — a podcast that shares the stories behind your favorite boutique hotels, short-term rentals, and hospitality brands and the hosts, operators, and entrepreneurs who’ve brought them to life. Every Tuesday and Friday you’ll meet the military veterans, retired flight attendants, tech entrepreneurs, school teachers, single moms, hoteliers, and real estate investors who are all, in their unique ways, shaping the future of travel and hospitality. Discover how these visionaries — from all over the world — have built stunning landscape hotels in the mountains, designed bohemian bungalows on the beach, erected eclectic off-grid and nature-immersed escapes, and so much more. Behind the Stays is brought to you by Journey — a first-of-its-kind loyalty program that brings together an alliance of the world’s top independently owned and operated stays and allows travelers to earn points and perks on boutique hotels, vacation rentals, treehouses, ski chalets, glamping experiences and so much more. And I’m your host, Zach Busekrus, Head of the Journey Alliance. Alright friends, enjoy the show!","last_synced_at":"2026-09-12T02:22:44.365150+00:00","page_url":"https://stenobird.com/podcast/behind-the-stays-3506810"},"episode":{"title":"Why the Complaint Is the Doorway: Rachel Alday on Her New Book, \"Please Do Disturb\"","slug":"why-the-complaint-is-the-doorway-rachel-alday-on-her-new-book-please-do-disturb","published_at":"2026-08-12T07:13:25+00:00","page_url":"https://stenobird.com/podcast/behind-the-stays-3506810/why-the-complaint-is-the-doorway-rachel-alday-on-her-new-book-please-do-disturb","show_page_url":"https://stenobird.com/podcast/behind-the-stays-3506810","url":"https://behindthestays.podbean.com/e/why-the-complaint-is-the-doorway-rachel-alday-on-her-new-book-please-do-disturb/","audio_url":"https://mcdn.podbean.com/mf/web/jb4yaiabijangd4a/BTS_3456gbpa.mp3","summary":"Read \"Please Do Disturb\": https://pleasedodisturbbook.com/ Connect with Rachel: https://www.linkedin.com/in/rachelalday Connect with Zach: https://www.linkedin.com/in/zacharybusekrus/ Check out Lodgify and get an exclusive discount: https://www.lodgify.com/behind-the-stays/ — In just a moment, you'll meet Rachel Alday, co-founder of Abode Luxury Rentals and author of the forthcoming book, \"Please Do Disturb.\" I brought Rachel back on the podcast because she's an awesome friend of mine, but also because the frameworks and lessons she outlines in her book have guided her and her team in building Abode Luxury Rentals into one of the most respected vacation rental management companies in the country. Early in this conversation, Rachel tells a story about a guest family that called her team constantly with complaints — and then asked to extend their stay. What her team discovered when they stopped being defensive and started being curious became the foundation for everything she's built since. She breaks down the framework behind it: three deceptively simple commitments she and her co-authors spent years uncovering — show up, make room, and build belonging. We get into the service recovery paradox, a concept Tim Ferriss personally pushed her to put in the book, and why managing a mistake well can create a more loyal customer than a flawless experience ever could. Rachel makes a sharp case for why outsourcing guest communication to AI might be the single worst place to cut corners, and where she thinks AI actually belongs in vacation rentals instead. We talk about the real cost-benefit of writing a book while running a business, what a breathing coach taught her about leading under pressure, and why presence — the kind where the rest of the world genuinely disappears — might…","meta_description":"Read \"Please Do Disturb\": https://pleasedodisturbbook.com/ Connect with Rachel: https://www.linkedin.com/in/rachelalday Connect with Zach: https://www.lin…","key_points":[],"chapters":[],"topics":[],"duration_seconds":3433,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/behind-the-stays-3506810/episodes/why-the-complaint-is-the-doorway-rachel-alday-on-her-new-book-please-do-disturb/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/behind-the-stays-3506810/why-the-complaint-is-the-doorway-rachel-alday-on-her-new-book-please-do-disturb.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}