Listing an apartment on Airbnb or Booking.com is only the beginning.
Once the first booking comes in, the day-to-day work begins — setting prices, managing calendars, communicating with guests, preparing the apartment, cleaning, carrying out property checks, and responding when something does not go according to plan.
For me, managing a holiday property is not simply about keeping an eye on bookings on a screen.
It starts much earlier — with understanding the property itself, the building or complex it is in, and what guests can actually expect.
At Mila Stays, I look at every apartment individually. I want the owner to have peace of mind knowing that their property is being managed with care and transparency, and I want the guest to feel the personal touch from the very first contact.
I Look at the Property First, Not the Listing
When I consider taking on a new apartment, one of the first and most important things I look at is what the building or complex is actually like.
Is there a lift? Does it work reliably? Is there parking? Is there a swimming pool, and can guests actually use it? How do you access the apartment? Are there any particular details guests should know in advance?
These things may seem small, but they can often make all the difference to a guest.
That is why I do not believe a good listing is simply a beautifully written description. It should present the property honestly, clearly, and accurately.
Photos Are Often Underestimated
Photos are one of the things I most often see overlooked.
An apartment may be wonderful, but if the photos do not show it properly, that first impression is already lost.
Another common issue is leaving out important information.
For example, there may be no lift, the air conditioning may not work, or guests may not have access to a particular facility within the complex.
For me, it is much better for someone to know this before they book than to discover it after they arrive.
That is why regular reviews are an important part of good management:
- the photos and their order;
- the property description;
- the amenities;
- the conditions in the building or complex;
- availability;
- minimum stays;
- seasonal settings;
- promotions.
If the apartment is only just being prepared for holiday letting, you can also read:
“How I Would Launch a Holiday Apartment in Bansko”
Price Is Not a Number You Set Once
Bansko is a highly seasonal destination.
For me, pricing should always start with the current market conditions for that particular period.
Sometimes even a small increase or reduction can affect the final result.
I keep an eye on the season, demand, available dates, minimum stays, and how the market is moving.
But there is one thing I would not do simply to make the calendar look full:
I would not accept bookings at just any price.
For me, a good result is not simply maximum occupancy.
What matters more is finding the right balance between the right price, good occupancy, and quality bookings.
A Quick Reply to a Guest Is Part of the Service
One of the most underestimated parts of property management is being available and replying to guests in good time.
Guests rarely get in touch only at times that are convenient for us.
Some of the questions I receive most often are:
“Is there parking?”
“How far is the gondola?”
“Can we use the swimming pool?”
At first glance, these may seem like simple questions.
But for someone planning their holiday, the answers may be important when deciding whether the apartment is right for them.
That is why communication is more than an automated message before check-in.
It starts before the booking is made and continues throughout the stay.
For me, it is important that the guest knows that if they have a question or a problem, someone will genuinely respond and try to find a solution.
Between Two Bookings, Sometimes Every Hour Matters
Preparing an apartment between guests can also look much easier than it really is.
Sometimes the time between one guest checking out and the next arriving is extremely short.
Within just a few hours, everything has to be coordinated:
- cleaning;
- bed linen and towels;
- supplies;
- checking the apartment;
- preparing for the next arrival.
All of this organisation should remain invisible to guests.
They should simply open the door and find a clean, tidy, and well-prepared apartment.
When I check a property, it is not enough for it just to look clean.
I also make sure that there are enough supplies for the entire stay.
I do not want a guest to realise on their second day that something very basic is missing.
The Small Things Are Part of Mila Stays Too
This is one of the parts of my work I care about most.
For me, guests are not simply another booking in the calendar.
I want them to feel, from the moment they arrive, that someone has thought about them.
That is why I pay attention to having enough coffee and tea, as well as small essentials that someone may easily have forgotten to bring:
a toothbrush and toothpaste, shampoo, conditioner, shower gel, a shower cap, hair ties, and other small touches.
It is not about large or expensive gestures.
Sometimes it is precisely the small detail that creates the feeling that you have not simply rented a place to sleep, but that someone was genuinely expecting you.
What Happens When Something Goes Wrong?
Problems are part of managing any holiday property.
For example, I once had a situation where a water heater started leaking during a guest’s stay.
At that moment, the most important thing was not that a problem had occurred.
What mattered was how quickly a response could be organised.
With prompt coordination, the situation was resolved without causing the guests any serious inconvenience.
And for me, this is exactly where one of the biggest differences lies between simply having a listing online and actually managing a guest’s stay.
One person does not have to do everything personally.
What you need is good organisation, reliable people, and the ability to respond quickly when the situation requires it.
Airbnb, Booking.com, and ESTI
Short-term letting also has an administrative side — property registration, ESTI, tourist tax, platform-related matters, and other obligations depending on the particular operating model.
There is no need to go into all of that in detail here.
I have covered the subject separately in:
“Airbnb, Booking.com, and ESTI — What I Would Prepare Before the First Booking”
Full or Boutique Management?
These are two different ways of working, and for me the choice should not be based on the percentage alone.
The more important question is:
How much of the day-to-day operational and administrative work does the owner want to handle themselves?
I have compared the two models in more detail in:
“Which Type of Management Is Right for Your Holiday Property?”
“Can I Manage My Airbnb Myself?”
Of course.
If an owner has the time, the desire, and the ability to organise everything themselves, I would support that.
I do not believe professional management is necessary for everyone.
It makes sense when an owner does not want these day-to-day tasks to become a constant responsibility: guest communication, monitoring prices, preparing the property between stays, and coordinating a response when problems arise.
Even if someone decides to manage their property themselves, I would be happy to help with advice or with a specific part of the process.
How Do I Want an Owner to Feel When We Work Together?
For me, this is perhaps the most important part.
I want the owner to feel that they can trust me.
I want there to be transparency in the way we work together.
I want them to know what is happening with their property.
And I want us to be able to speak openly — about good results, but also about problems and decisions we need to make.
What I value most are relationships that are built over time — with trust, openness, and mutual respect.
Mila Stays was born from my love of hospitality and my belief that the people who arrive at an apartment are much more than a booking number.
The same is true of the owners who entrust me with their property.
Do You Own an Apartment in Bansko?
If you own a holiday property in Bansko and are considering professional management, you can get in touch with Mila Stays.
We will start with the apartment itself, not with the package or the percentage — what it is actually like, how it is currently being managed, and what kind of help you genuinely need.
Personal care. Thoughtful details. Stay well. Feel local.
