The 2026 Skift IDEA Award winner and AirDNA's top-ranked property manager in Vermont's Green Mountains market uses Reva to connect guest feedback, public responses, operational follow-through, and website social proof in one intuitive workflow.
2026
award
Recognized in Property Management for The 4.94 Advantage operating system.
100+
homes
Core guest-experience and property-care functions run by one local team.
4.94
rating
AirDNA 2026 Local Winner with 5,625 reviews across 101 listings.
4
systems
Hostaway, Reva, Breezeway, and ICND connect feedback to action.
Killington Mountain Homes is a full-service vacation rental management company serving Killington, Vermont. The company manages more than 100 homes and coordinates nearly every core part of the guest experience through its local team, including reservations, guest communications, housekeeping, laundry, maintenance, marketing, and revenue management.
In 2026, Killington Mountain Homes won the Skift IDEA Award in the Property Management category for The 4.94 Advantage: The Excellence Pays Operating System. The award recognized KMH's integrated approach to aligning guest experience, property care, homeowner performance, and employee accountability.
Guest feedback is central to that operating system. Reviews do more than influence future bookings. They help KMH identify maintenance needs, improve individual properties, recognize patterns across its portfolio, demonstrate value to homeowners, and maintain a consistently strong guest experience.
Before adopting Reva, Killington Mountain Homes was attempting to manage reviews through the tools built into its property management system. The system technically offered review-management functionality, but it was not intuitive or easy for the team to use consistently.
Reviews arrived through Airbnb, Vrbo, and Google, with each platform creating a separate place for the team to monitor feedback and respond to guests.
"Responding to reviews, identifying actionable feedback, and sharing positive reviews on our website all felt like separate tasks rather than parts of one connected workflow," says Holly George, President of Killington Mountain Homes.
The more consequential issue was the separation between guest reviews and KMH's property-operations workflow.
The team uses Breezeway to coordinate maintenance, housekeeping, inspections, and other property-care tasks. However, the review tools in KMH's property management system did not provide an effective connection to Breezeway.
When a guest mentioned something that needed to be repaired, replaced, inspected, or improved, a team member had to transfer the information manually. Someone needed to copy the guest's comment, create a new task, assign it to the appropriate person, and then follow up to confirm that the issue had been resolved.
That created unnecessary administrative work and increased the possibility that valuable feedback could be delayed, overlooked, or lost among emails and internal messages.
It was also difficult to identify recurring themes across a portfolio of more than 100 homes. A comment that appeared isolated at one property might actually point to a broader maintenance, housekeeping, or communication issue. Without a connected review workflow, recognizing those patterns required additional manual work.
At the same time, KMH's strongest guest reviews were not moving efficiently onto its direct-booking website, where they could build trust with prospective guests and property owners.
The value of a more connected approach became apparent as soon as KMH saw Reva in action.
"We immediately understood that Reva could solve several problems at once," Holly says. "It wasn't simply a better place to read and respond to reviews. We saw a platform that could connect reputation management, operational follow-through, and website social proof in one intuitive workflow."
The opportunity was clear enough that Killington Mountain Homes signed up during the Reva demonstration.
"We saw the value right away," Holly says. "The product was extremely well designed, easy to understand, and addressed a real operational need for our company."
One of the first changes the KMH team noticed was how much easier it became to monitor and respond to guest reviews promptly and consistently.
That visibility matters to both guests and property owners.
Guests can see that their feedback has been heard and taken seriously. Property owners can see that KMH is actively monitoring and protecting the reputation of their homes. A thoughtful public response also gives the company an opportunity to thank guests, reinforce what went well, address concerns professionally, and demonstrate to future travelers how seriously KMH takes the guest experience.
The second major change was operational.
When a guest review includes actionable feedback, the KMH team can move that information into Breezeway and turn it into a trackable task. Instead of manually recreating the issue in another system, the team can connect the review with the department or employee responsible for addressing it.
"Reva helped us create a much more complete process," Holly explains. "Listen to the guest, respond to the review, take action, and confirm that the issue has been addressed."
That process helps KMH close the loop between what a guest reports publicly and what happens operationally afterward.
A review comment no longer needs to remain an observation sitting on Airbnb, Vrbo, or Google. It can become a maintenance task, a housekeeping follow-up, a property inspection, a replacement request, or a broader operational improvement.
For Killington Mountain Homes, guest reviews are not simply reputation data. They are a source of operational intelligence.
When a single guest raises a concern, the team can investigate and address it quickly. When several guests mention a similar issue, KMH can determine whether the comments reveal a broader property or process problem.
That distinction matters across a large portfolio.
A repeated comment about unclear arrival instructions may indicate that guest communications need to be updated. Several comments about the same appliance may signal that replacement is more appropriate than another repair. Similar housekeeping feedback across different homes may point to a training or inspection opportunity.
By connecting reviews with operational tasks, Reva helps KMH identify those patterns and move from observation to resolution more efficiently.
"Without that connection, a review comment can easily become another email, note, spreadsheet entry, or message that someone has to remember to address," Holly says. "With Reva, actionable feedback becomes a real operational task with an owner, a status, and a completion record."
That accountability reduces the likelihood that an issue will be forgotten and gives the management team greater visibility into whether guest feedback has actually been addressed.
Killington Mountain Homes uses four primary systems that each perform a distinct role in its review and operations workflow:
Reva serves as the review-management layer that helps information move between those functions.
Instead of remaining isolated on a booking platform, guest feedback can move to wherever it creates the most value: into an operational task, onto the direct-booking website, or in front of the department that needs to act on it.
The Breezeway connection is particularly valuable because it bridges the gap between hearing about a problem and resolving it.
For KMH, that means less duplicate data entry, fewer disconnected messages, faster operational follow-through, and a more accountable process for managing guest feedback.
The website connection adds another benefit. KMH can showcase its strongest reviews as social proof for future guests and prospective property-management clients without treating website publication as an entirely separate manual project.
The operating system recognized by the Skift IDEA Award is designed around a simple principle: guests experience one hospitality promise, even though delivering that promise requires coordination across reservations, communications, housekeeping, laundry, maintenance, inspections, transportation, and property management.
KMH's goal is to replace fragmented accountability with one locally managed standard.
Reva supports that approach by connecting guest feedback to the people and processes responsible for the stay. It gives the team a clearer way to hear what guests are saying, acknowledge their feedback, act on operational concerns, and confirm that the appropriate follow-up has occurred.
"Reva is a part of our success because it helps us stay focused on the guest experience, guest feedback, and reviews," Holly says. "It gives us a much better way to make sure that feedback turns into action."
Reva is not solely responsible for KMH's Skift recognition or its market-leading AirDNA ranking. It is one part of a larger operating system that includes local employees, in-house services, defined standards, responsive property care, and a companywide focus on continuous improvement.
However, it has become an important tool for helping KMH protect and strengthen that performance as the company grows.
Asked to identify her favorite part of Reva, Holly points first to the platform's design.
"The interface is exceptionally intuitive, and the entire workflow feels as though it was designed by people who genuinely understand professional hospitality operations," she says. "Had I spent an enormous amount of time trying to design the ideal review-management system myself, I doubt I could have created something better."
Reva has also required very little troubleshooting or support from the KMH team.
"We've had virtually no support issues, it simply works," Holly says. "That stands out because many of the other systems in a property manager's technology stack require ongoing maintenance, troubleshooting, and workarounds."
That reliability is particularly valuable for a growing property-management company. A tool may offer useful functionality, but its value declines quickly if employees need extensive training, integrations frequently fail, or managers must spend significant time resolving technical problems.
Reva has delivered value without creating another operational burden.
"It is one of our favorite tools in our technology stack because of its design and usefulness," Holly says. "It is easy to use, it adds a tremendous amount of value to our business, and it stays out of the way."
For KMH, the most important benefit is not simply convenience or time savings. It is greater control over the company's reputation-management process.
"Reva gives us much more control over the entire process," Holly says. "We can monitor feedback, respond consistently, turn feedback into operational action, identify patterns, and showcase our strongest reviews. That allows us to be proactive rather than simply reacting when a negative review appears."
That control helps KMH protect the experience promised to guests, the reputation of each homeowner's property, and the strength of the company's overall brand.
For other professional vacation rental operators, Holly's recommendation is direct:
"I would absolutely recommend Reva to other professional operators and hospitality managers," she says. "We love it."
"Reva is one of the rare tools in our technology stack that simply works. It helps us listen to our guests, respond consistently, turn feedback into operational action, and showcase the experiences we are proudest of."
— Holly George, President, Killington Mountain Homes
After years of trying to manage tens of thousands of reviews, we built Reva to help others aggregate, report and share their reviews. If you’re interested in transforming your guest review strategy, giving our tools a test drive, or you just want to chat.
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