Bippity, Boppity, Booked: Using Disney Magic To Book Your Rental Property with Vance Morris

This week, I’m thrilled to welcome a very special guest: Vance Morris, a former Disney executive who brings an incredible wealth of experience in guest service and hospitality. We’re diving deep into how the “magic of Disney” can be applied to elevate the guest experience in short-term rentals.

From the Mouse to the Market: Meet Vance Morris

Vance spent a decade with Disney, working in resorts and hospitality, focusing on everything from food and beverage to housekeeping. He later spent another ten years in corporate hospitality before deciding to branch out on his own. As Vance puts it, he’s a “lousy employee” who prefers to write the rules instead of follow them—which led him to launch three home service businesses in Maryland, including mold remediation, Oriental rug washing, and carpet cleaning.

What makes these businesses stand out? He embedded Disney’s systems, structure, and customer service philosophy into every part of the operation. And now, with a general manager running the day-to-day, Vance spends just 90 minutes a week overseeing it all—freeing him up to focus on his real passion: coaching and consulting small business owners.

Disney Systems in the Real World

Vance’s approach to coaching is as immersive as it gets. He takes business owners to Disney for a three-day “bootcamp,” split between classroom sessions and in-park experiences. These aren’t just inspirational walks through Main Street. Attendees walk away with a full blueprint to “Disney-fy” their own business. As Vance says, “I want you to take action. It’s great to have a plan, but I want you to do something with it.”

While he’s well-connected at Disney, Vance organizes these bootcamps just like any other conference. He’s built a strong relationship with the events team there—he was even the first convention group to return after the pandemic closures, earning him a warm welcome and a loyal contact ever since.

Creating Magic in Your Short-Term Rental

So what does all this have to do with short-term rentals? A lot, actually.

Vance shared a powerful story from his time at Disney. A guest arrived late after a miserable travel day: flight delays, lost luggage, cranky kids. Instead of brushing it off, a Disney front desk employee leaned into the moment. She offered the parents champagne and orange juice for the kids while checking them in, and handed over four FastPasses for the next day at Magic Kingdom.

Here’s the kicker: none of that was Disney’s fault. But they knew that a bad start could ruin the entire trip. If guests aren’t having fun, they’re not spending money or coming back. So Disney made it right—proactively. And that’s a mindset every short-term rental host can adopt.

Vance explained it this way: if you know a guest had a rough arrival, why not have a local delivery service drop off a six-pack of beer or a snack box? It’s about showing you care. Not only does this create an unforgettable experience, but it often leads to repeat business or better yet, referrals.

Let’s do the math: if that guest stays with you five times over the next ten years, spending $10,000 each time, that’s a $50,000 lifetime value. Wouldn’t you buy a $12 six-pack to keep that guest happy? That’s ROI that speaks for itself.

Elevating the Experience: What Hosts Can Control

Of course, not everything is out of our control. Vance also shared a slew of actionable tips for things you can do proactively to enhance the guest experience, long before anyone even arrives:

• Pre-Arrival Communication: Set up a CRM to automate emails like:
  • “30 days out: Have you packed your sunscreen?”
  • “2 weeks out: Have you made dinner reservations?”
  • “Day before: Here’s your check-in tour.”
• Value-Add Email Series: Think beyond logistics. Build excitement about the destination. Share your favorite coffee shops or events happening that week.
• Personal Welcome Videos: Record a walkthrough video of your property on your phone. Show guests where things are located, how to operate tricky faucets, and even offer a quick tour of the neighborhood. As Vance said, “When people get there, they feel like they’ve already been there.”

I told Vance I’d never seen a host do that before and I wasn’t kidding. That idea alone is gold, and he typically charges thousands of dollars for tips like this.

Creating Standout Guest Experiences Through Attention to Detail

Vance and I explored the idea that what separates average short-term rentals from premium ones often comes down to an unyielding attention to detail. Properties that command higher nightly rates and attract return guests are typically run by owners or managers who are meticulous about the guest experience at every level starting with cleanliness.

“If you walk into a place and there’s still sand on the floor from the last guest,” Vance said, “your housekeeping sucks.” That kind of oversight sends a strong message: the owner opted for the cheapest cleaner they could find, and it shows. In contrast, Disney is fanatical about detail. Every single one either enhances or detracts from the experience, there is no neutral.

He gave a great example: if you have a dusty houseplant, that’s detracting. But if your dishes are neatly organized behind glass cabinets with a pretty pattern, guests feel like someone took the time to curate the space. Those seemingly small touches—intentionally arranged pillows, clean mirrors, polished faucets—communicate care, which in turn builds trust and delight.

When Housekeeping Tells a Story

In one of the more jaw-dropping stories Vance shared, he told us about Ocean City, Maryland’s “Bike Week,” where his carpet cleaning company once got a call to remove transmission fluid because someone parked a motorcycle inside the rental unit. Yes, inside the home.

But he made a really important point amidst the chaos: expectations for vacation rentals are so low that just walking into a sparkling clean home is enough to wow a guest. That’s your low-hanging fruit. Cleanliness, order, and attention to detail should be your non-negotiables.

How Disney’s Systems Translate to Everyday Businesses

I asked Vance to break down how Disney’s legendary guest experience translates into systems because I was seeing the overlap between branding, operations, and hospitality. As he explained, Disney’s results don’t happen by accident. Their magic is systematized, ensuring every guest gets a consistent experience, day after day, year after year.

Vance’s take? Systems create freedom for both business owners and employees. When your team knows what’s expected and how to do it (through repetition and training), they free up mental space to go above and beyond. At Disney, for example, housekeepers knew how to clean the rooms efficiently, but the magic came from the extra touches like rearranging stuffed animals, making towel characters, and creating a little campfire scene for the kids. That’s not required by the system but the system allows space for those moments of magic.

Building Memorable Systems in Any Business

To bring this into perspective, Vance shared how he built an entire system just around getting in the front door of a client’s home in his carpet cleaning business. The steps are scripted:

• The technician parks on the street to avoid driveway oil stains.
• He arrives in a clean uniform (he brings extras just in case).
• No one is allowed to wear cologne or smell like smoke.
• When approaching the house, he knocks instead of ringing the doorbell—“friends knock, salespeople ring,” Vance says.
• He steps back, greets the homeowner by name, puts booties over his shoes, and gives a gift before doing any work.

This might sound like a lot, but it’s all part of a finely tuned system and that little gift? It sparks reciprocity. It makes the homeowner want to give something back… which often comes in the form of a glowing review or repeat business.

Applying Reciprocity in Short-Term Rentals

So how does this translate to the short-term rental world?

Vance suggested sending guests a small thank-you gift during or right after their stay—something as simple as a $20 care package with snacks, a candle, or a personalized thank-you note. This isn’t just a kind gesture. It triggers the psychological principle of reciprocity. Guests feel cared for, and in return, they’re more likely to leave a great review or rebook.

It’s a subtle but powerful way to stand out in a saturated market. And as I pointed out, this becomes your UVP—your Unique Value Proposition. These gestures aren’t just systems. They’re brand-defining moments.

Branding Isn’t Just Aesthetic—It’s Operational

This is where our two worlds merged. As someone who lives and breathes branding, I’ve always said: “Branding is the blood that touches every major organ of your business.” That includes sales, operations, systems, and marketing. And hearing Vance describe the meticulous, repeatable steps in his businesses only reinforced that.

He may not have labeled it as “branding,” but what he’s created is a cohesive, recognizable, and deeply intentional guest experience. That’s branding in action.

Systemizing Housekeeping and Creating Moments of Delight

I asked if those towel sculptures at Disney were part of the official system or just extra magic from the staff.

Vance explained that back in the ’90s when he worked at Disney, those towel creations were optional but driven by individual housekeepers who wanted to go the extra mile. If you were lucky enough to have a creative housekeeper, you might come back to your room to find your child’s stuffed animals arranged around a “towel campfire” or Mickey-shaped towel ears on the bed.

Even to this day, those are the details guests remember. I told Vance I’ve only been to Disney twice, but those towel sculptures and the ketchup art designs for my brother’s plate on the cruise? Burned into my memory forever. It’s the magic in the margins.

Touchpoints and the Guest Journey

Where does the experience begin? Maybe it’s your website or a listing on Airbnb. Maybe it’s a postcard or a social media post. Then walk through every single point of contact—emails, texts, check-in, mid-stay communication, departure—and ask yourself: how can I turn this moment into an experience?

Disney figured out how to turn everything into an experience. From how they answer the phone to what they say when guests check out. And now, they’re adding little coupons at departure to incentivize repeat bookings. Short-term rental hosts can do the same.

For example: send an email the day they check out that says, “Book your next stay within 7 days and receive 10% off your next visit.” Include a direct booking link. It’s simple, it’s strategic, and it builds loyalty.

The Handwritten Thank You Note (Yes, Really)

You may not think of snail mail as part of a modern guest strategy, but Vance reminded us that physical mailboxes are mostly empty these days. That means a handwritten card. Yes, an actual pen-and-paper note has huge impact.

Whether it’s a thank-you note or a welcome message that arrives shortly after a guest books, that tiny gesture builds a personal connection most businesses overlook. It doesn’t cost much but it tells your guest they mattered. It also makes your property and your brand unforgettable.

In Vance’s carpet cleaning business, they send hundreds of thank-you cards a week. And how do they manage that volume? They partnered with a local senior center. Every week, they show up with coffee and donuts, and a group of grandmas sit together chatting while handwriting notes. They don’t do it for money. They do it for the community and joy of connection.

Honestly, how heartwarming (and clever) is that?

What Consistency Really Looks Like

Of course, one of Disney’s greatest strengths isn’t just magical guest moments. It’s doing them consistently, year after year, guest after guest. As I mentioned, even back in sixth grade, I remember the towel animals and personalized ketchup art from our Disney cruise. Vance confirmed: that kind of consistency is not by accident.

Disney has a system called the Good Show/Bad Show Walkthrough. Every shift, supervisors inspect their zones looking for anything that’s out of place. Dead plants? Burnt-out lightbulbs? A costume that doesn’t meet brand standards? It all gets addressed before guests have a chance to notice.

Then the next shift does the same thing, checking what was fixed and noting anything new. It’s a continuous, proactive loop of quality control. Vance made it clear: you don’t need a full team or corporate infrastructure to implement something similar in your short-term rental.

If you’re a solo host, start with a basic checklist. Just like pilots run pre-flight routines, you should run pre-guest checklists to ensure your property meets your standards—every single time.

The Cost of Attention to Detail (and Why It’s Worth It)

You might be wondering: at what point do these details cut into profitability?

Vance’s answer was clear: “If you’re going to go count the leaves on a rosebush, that might be too far.” But checking under the beds, wiping down fan blades, and inspecting common guest touchpoints? That’s not an expense. It’s an investment in guest satisfaction.

Walkthroughs and checklists don’t kill profits. They protect and enhance them. When a guest walks into a spotless, thoughtfully curated space, they notice. And when those little moments of magic happen consistently, they remember and they rebook.

Vance shared how, in his businesses, they use daily, weekly, and monthly walkthroughs, each with a different level of intensity. Daily might focus on visual impressions and cleanliness. Monthly may involve flashlights and hard-to-reach corners. It’s all scalable and adaptable to your own setup.

Systems Are Your Safety Net

We also chatted about a book we both love: The Checklist Manifesto by Atul Gawande. In it, the author shows how pilots, surgeons, and construction crews rely on checklists to reduce risk and improve outcomes. Not because they’re forgetful, but because the framework frees them up to focus when it matters most.

It’s the same for hosts. Your systems and checklists shouldn’t feel restrictive. They’re what keep your brand reliable and your guest experience repeatable. And when you know the basics are handled, you have the capacity to focus on the wow moments that drive loyalty.

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If you’re a short-term rental owner who’s hesitant to adopt systems, checklists, or small guest gestures, let this be your reminder: these aren’t luxuries. They’re your competitive edge. They build trust, create repeat business, and position your rental as a brand. Not just a place to stay.

As Vance put it throughout our conversation, the magic of Disney isn’t about pixie dust. It’s about thoughtful systems, intentional moments, and relentless attention to detail. All of which are 100% replicable in your own business, no matter how small or new.

And remember: even if you don’t have a team of grandmas, a handwritten thank-you note and a flashlight under the bed go a long way.