Inside Booking.com's Strategy to Become the Best Partner for Vacation Rental Managers

In this episode of Alex & Annie: The Real Women of Vacation Rentals, Ian Ackland, Managing Director of the Americas at Booking.com, shares how the platform is evolving to better support property managers in today’s complex short-term rental landscape.

With more than 30 years in the travel industry, Ian brings deep experience to the conversation, offering a clear look into Booking.com's renewed focus on simplicity, loyalty, and long-term partnership.

Serving More Than Just Enterprise Managers

While Booking.com has traditionally worked with larger operators, the company is now expanding its efforts to support mid-sized property managers. Ian emphasizes the importance of making the platform easier to use and more accessible through better onboarding, improved self-serve tools, and support resources tailored to managers at different growth stages.

Tech That Reduces Friction

A major part of this strategy involves investing in strong connectivity through trusted partners like NextPax, Hostaway, Guesty, and Streamline. These integrations help property managers get up and running quickly while minimizing operational complexity.

The company is also enhancing its payments infrastructure and content tools, allowing partners to offer flexible rate plans, use seasonal imagery, and adjust listing details to drive better performance.

Loyalty as a Driver of Guest Quality

One of the more overlooked topics Ian brings to the table is the connection between loyalty and guest quality. Through Booking.com's Genius program, high-frequency travelers represent a significant portion of room nights. These guests tend to be more reliable and contribute to stronger trust and safety outcomes. Ian encourages property managers to view loyalty programs not only as a marketing tool, but as a way to attract better guests.

Building Demand and Brand Trust

Booking.com continues to invest in marketing campaigns, including partnerships with Google and major U.S. brands, to drive more visibility and guest demand. This supports property managers who may not have the capacity to generate that reach on their own, especially in competitive markets.

A Platform Shifting Toward Partnership

Booking.com is working to become a more effective partner by aligning its tools, technology, and support with what property managers actually need to grow. From onboarding to guest quality, every part of the strategy points to reducing friction and delivering more value.

Whether you're managing a few listings or a larger portfolio, Ian’s insights offer practical takeaways for improving performance and choosing the right distribution partners.

Watch the episode here: