Have you ever found yourself wondering why so many large-scale property management companies rise quickly… and then fall just as fast?

In this episode, I’m joined by Ashley Ching, Founder and CEO of Inhaven, who brings a fresh - and deeply researched - perspective to this question. Ashley recently published an eye-opening report, “A 25-Year History of Hospitality Management: Why Local Wins and National Scale Fails.” And when I say it’s a must-read… I mean it.

We talk in-depth about  the rise and fall of companies like Vacasa and Aimbridge, and what their journeys can teach us about sustainable growth and operational excellence in our own businesses. Ashley doesn’t just point fingers - she outlines the five key pillars that support successful hospitality operations, no matter your size.

If you’re managing short-term rentals and thinking about how to grow without losing your sanity (or your staff), this one is absolutely packed with insights.

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What You'll Learn in This Episode:

• Why local hospitality operations consistently outperform national chains
  
  
• The 5 foundational pillars of successful property management
  
  
• What went wrong with Vacasa (and Aimbridge) - and why it matters to you
  
  
• Why you must choose wisely between scale, service, and profitability
  
  
• The critical importance of staff-to-property ratios
  
  
• How curating your property portfolio impacts long-term success
  
  

Five Key Pillars of Operational Success:

1. Curate Your Portfolio – Be selective about the homes you manage; avoid taking on units that don’t align with your brand or market.
   
   
2. Align Demand Drivers – Stick to similar types of properties in similar markets to streamline operations.
   
   
3. Limit the Number of Owners – More owners = more complexity. Successful operators are intentional about who they work with.
   
   
4. Localised Operations – Empower your local teams to make decisions and deliver on-the-ground excellence.
   
   
5. Empowered Staff – Hospitality is still a people business. Tech helps, but it's your team that makes the difference.
   
   

Memorable Quotes from Ashley:

“Service comes from people - not technology.”

“You wake up every day thinking, how can you improve the guest and owner experience?”

“You have to pick your two wisely… what you want to achieve with service, scale, and profitability.”

“The more owners you take on, the more constraints you face.”

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Resources:

Ashley Ching LinkedIn Profile

A 25-Year History of Hospitality Management: Why Local Wins and National Scale Fails - Download‍