How one homeowner discovered a vacation rental manager who’d treat him like family

For Len B., North Myrtle Beach has always been about family.

“We actually ended up here thanks to an accident,” Len explained.

When his kids were younger, Len used to take the family RVing down to Disney World. But one year, after his daughter broke her collarbone, Len realized they needed a quieter destination.

“I suggested we drive up the coast from Florida and see what was there,” he said. “My folks liked Myrtle Beach, so we went to check it out. We stayed in an oceanfront campground and fell in love immediately.”

About a decade ago, Len settled on buying his own place on the Grand Strand. His father came with him to tour available properties and liked the idea of owning in Myrtle Beach so much that he bought a condo the same weekend Len did.

Now, Len rents his condo, his late father’s, and another they bought together. But to make all three run seamlessly from his home in Pittsburgh, Len knew he needed someone he could trust like family.

That down-home feeling

Enter Regina.

“Regina is my local contact,” Len told us. “She’s remarkable—she’s a rockstar.”

For years, he’s trusted her and her team to give his properties the attention they need in this busy vacation destination.

“I got to know Regina and her colleague, Sue, as individuals. They're great,” he said. “If I have a meeting with them, I’ll give them both a hug. It's just that down-home feeling—they're family people.”

Len joined Vacasa after the company purchased his last property manager, Wyndham Vacation Rentals, in 2019. He wasn’t sure what to expect—or if his trusted team would remain intact.

“I was worried about their job security, because I was so comfortable with them,” he began. “Shortly after the transition, I called and asked for Sue. The person on the other end told me she wasn’t there. So I called Sue on her cell to ask her what was up. She told me she hadn’t been let go—she’d been promoted.”

“Vacasa recognized that homeowners like me trust the local team, and didn't disrupt that,” he continued. “The integrity of the team is still there.”

Now, years out from the acquisition, Len has seen how Vacasa synchronizes personalized service and next-gen tech to outstanding effect.

“We all adjusted—and the business we’ve gotten has been excellent,” he summarized.

Regina also keeps him up to date on how he might improve his unit to attract more bookings and command higher rates.

“I know that for us to maximize what we can get from the properties, the home has to look good,” Len said. “That's where I really count on Regina.”

At Regina’s suggestion, Len upgraded multiple features in his condos, from pieces of furniture to an entire kitchen.

“Regina will tell me, ‘Look, Len, your TVs are 43 inches, and the standard is larger.’ So we upgraded the TVs, because if that means something in the industry, then I want to do it,” he explained. “It makes it easier for my team to do their job, and it helps me because I see better end results.”

Len says that it’s not just Regina’s suggestions that keep him motivated to make the most of his vacation rentals.

“With Vacasa, we have a greater presence on the web—so it’s a top priority that we keep the places in great shape,” he told us.

Investing in his homes has paid off, too. He’s seen how good reviews bring in better bookings and more business. 2021 was a banner year for his properties, and he’s excited to see what the future holds.

“I like the way that everything has been going,” he said. “Vacasa exceeded my expectations last year.”

Len thinks managing his homes from over 600 miles away is easier now that he has both Vacasa’s homeowner tech and a stellar local team at his side.

“The homeowner app is efficient and very good,” he said. “I love the ease of using the calendar and booking time to visit. That's really, really cool because I didn’t have that before Vacasa—I used to have to call the front desk.”

He has even advised other homeowners to follow his lead and trust Vacasa’s local team to care for their vacation rentals.

“When a good friend of mine bought a condo in the same building where I own, I told him to not play around with those other companies,” Len said. “I told him to just go to Vacasa—they’ll treat you right. You're not going to have to worry about anything, and you’re going to get a lot for your dollar with Vacasa.”

Beachfront bliss

Len loves staying at his Myrtle Beach condos. But he believes the best thing about visiting is that it feels like home—not a vacation rental he happens to own. And that comes down to the team who make managing easy.

“Vacasa has the right people in place, and that's what makes it work,” he said. “When I call Regina, she recognizes my number. She's right on it. It's almost like I have a family member down there taking care of business for me. I feel that comfortable with her.”

For Len, it’s about more than the personalized touches—like the gift baskets he gets when he arrives—it’s about the people.

“My relationship with Regina and the Vacasa team feels like a family,” he said. “I talk to real people who know me and my homes, and treat me like they want to keep me in the business.”

“And when I walk in there, I do it with a smile on my face because I'm glad to see them—and it feels like they're glad to see me too.”