Tom Goodwin of Mountain Laurel Chalets explains how a family-owned vacation rental company builds trust that outlasts algorithms and private equity roll-ups.
Mountain Laurel Chalets has been family-owned since 1972, back when reservations were booked by mail and marketing meant pencil sketches of the homes. Tom Goodwin, the company's second-generation Steward and CEO, explains why the company still measures success in trust and repeat guests, not just occupancy.
Watch Tom walk through what changes when a vacation rental company treats homes as relationships instead of inventory: a 59 percent repeat booking rate, employees who stay 20-plus years, and small gestures, like registering a guest's dog, that keep families coming back for generations.
📅 Tuesday, July 7, 2026
🎙️ Hosted by Stephen Sakach and Tullio Siragusa
🎧 Produced by Martha Huerta
🧭 In this video, Tom covers:
• Why Mountain Laurel Chalets manages homes, not portfolios
• How a 59 percent repeat booking rate gets built
• The story behind the company's bear mascot, Ralph
• What's at risk as private equity reshapes vacation rentals
#TheBlissBusinessPodcast #HospitalityLeadership #VacationRentals #FamilyBusiness