How a Luxury Vacation Rental Company Fixed a Broken Itinerary Process and Reached 60% Guest Conversion in its Oldest Market

Before using Triparound, Moving Mountains relied on a customized CRM and a fully manual process to manage guest itineraries. Every booking change meant sending a new email. When updates were missed, guests were left working off outdated plans.

When Moving Mountains discovered Triparound, they found what years of workarounds had failed to deliver: a single place to store and surface supplier information, a dynamic guest portal that updates automatically, and a way to put the right offer in front of guests at exactly the right moment.

Here's how Moving Mountains eliminated manual itinerary updates across its portfolio of luxury Colorado vacation rentals — and built a guest services process consistent enough to drive 60% conversion in its most established market.

60% — guest conversion in Steamboat Springs

At a glance

• Company: Moving Mountains
• Type: Luxury vacation rental management
• Region: Steamboat Springs, Breckenridge, Vail and Beaver Creek, Colorado
• Portfolio: Ski-in/ski-out estates, private homes and luxury condos
• Before Triparound: Manual itinerary emails and a custom-built CRM workflow
• Non-negotiable at evaluation: PMS integration

Products used

• Itineraries
• Digital concierge
• Supplier management
• Widgets & Email Campaigns

What is Moving Mountains?

Moving Mountains is a luxury vacation rental management company operating across Steamboat Springs, Breckenridge, Vail and Beaver Creek, Colorado. Their portfolio spans ski-in/ski-out estates, private homes, and luxury condos — and their team is involved at every stage of the guest journey, from the first inquiry through post-departure welcome-home calls.

"Our motto is we move mountains. We go above and beyond for our owners and guests — from the sales process and pre-arrival planning to front desk support during the stay and everything in between."

Liz Piazza, Systems Admin, Moving Mountains

The challenge: a manual, costly, and inflexible booking workflow

As a company built on concierge-level service, Moving Mountains knew that friction behind the scenes would eventually surface in front of guests.

The pre-Triparound workflow was built on manual effort at every step. Booking services and experiences — from grocery delivery and transportation to snowmobiling and ski school — meant back-and-forth coordination through a CRM that wasn't designed for the job. Itineraries were static: any change required a team member to draft and send a fresh email. If that email didn't go out, guests had no visibility into what was planned.

"The team would have to send a manual itinerary every time a change was made, and at any point there was a change and we did not send an itinerary, the guest was not up to speed on their current status. A lot of back and forth just to confirm what was going on."

Liz Piazza, Systems Admin, Moving Mountains

For larger groups (think 25 guests with a mix of lift tickets, snowmobiling slots, and ski school bookings spread across multiple days), the coordination burden was significant. The company had invested in a custom-built itinerary solution within their CRM to try to solve this. "Anytime we got a new idea to make it better, it just ended up costing more money."

The real cost wasn't just the money spent. It was the staff time that could have gone to guests.

"More system issues equal less time helping our guests and owners."

Liz Piazza, Systems Admin, Moving Mountains

The core pain points

• Static itineraries. Any change required a team member to draft and send a fresh email. If that email didn't go out, guests had no visibility into what was planned.
• Manual coordination. Grocery delivery, transportation, snowmobiling and ski school were all booked through back-and-forth in a CRM that wasn't designed for the job.
• Cost without capacity. Every improvement to the custom-built solution cost more money, and system issues took staff time away from guests.

How Moving Mountains solved it with Triparound

When Moving Mountains began evaluating alternatives, the first filter was non-negotiable: PMS integration. Without it, any new system would create more complexity, not less. Triparound cleared that bar.

But what moved the needle most was something simpler and more immediately impactful: the Live Itinerary.

"Having a live itinerary — that is what we loved most about finding Triparound. Just the guest having visibility in live time was amazing."

Liz Piazza, Systems Admin, Moving Mountains

Rather than a static email that becomes stale the moment anything changes, Triparound's Live Itinerary gives each guest a dynamic, self-service portal — always current, always accurate, no staff action required.

The original vision behind the search was also bigger. Moving Mountains' previous owners had long wanted a single place where guests could see everything — reservation details, home information, bookable activities, and more. "The one-stop shop," as Liz calls it. Triparound was the closest thing to making that real.

How the team uses Triparound today

Moving Mountains' team now uses Triparound across multiple workflows:

• Booking products on behalf of guests, with fewer manual steps than before.
• Building supplier profiles as new local operators are onboarded.
• Creating widgets for email campaigns — turning the platform into a marketing and revenue touchpoint, not just an operational one.

Guests interact primarily through the Guest Portal, where they can view their live itinerary and explore what's available for their stay. The recently redesigned Widget has also been well received by the team.

The results

60% — guest conversion in Steamboat Springs

The clearest signal is guest conversion. In Steamboat Springs — Moving Mountains' oldest and most established market — the Guest Services team converts 60% of guests to products and services. In newer markets, that number sits at 40%.

The shift Triparound enabled has changed how the team shows up with guests. "The biggest change has been the efficiency and consistency it has brought to our guest services process," says Amy Davis, Moving Mountains' Director of Sales. "Before Triparound, the team was using multiple documents and locations during the sales process. Triparound has provided the solution for just one tool that we now use to store information regarding our vendor partners, and to present the services and experiences in an engaging and user-friendly manner for guests."

"It allows us to be more proactive with guests without making the experience feel overly sales focused," Amy explains. "The goal is to be a resource for our guests and take some of the work off of our small staff."

The team's confidence in the platform has grown steadily. Where adoption was cautious at first, the team is now actively leaning in. And the manual itinerary email — a process that once required staff action every single time anything changed — is gone.

What's next

Closing the conversion gap between markets is the team's stated goal: 60% in Steamboat Springs today, 40% in the newer markets.

"As we continue to look for ways to increase conversion rates, one of the keys to our success with Triparound is the ability to pull sales data."

Amy Davis, Director of Sales, Moving Mountains

"The team is even looking to gather more data in Triparound, fully taking it on and embracing and hopefully growing from there."

Liz Piazza, Systems Admin, Moving Mountains

A partnership, not just a platform

When asked if she would feel confident to recommend Triparound to a colleague, Liz didn't hesitate.

"Absolutely. All the work that has gone into Triparound has absolutely been worth it."

"The team has recognized the potential of Triparound and is now fully embracing its capabilities and is looking forward to future development. We're excited to have a partner in Triparound who is willing to work with us to constantly improve and enhance our guest and internal experience and functionality," Amy says.

But when pressed on what truly sets Triparound apart, Liz kept coming back to the same thing — not a feature, not a metric, but a way of working. For a company whose entire identity is built around going above and beyond for guests, finding a technology partner that operates the same way isn't just convenient. It's essential.

"The partnership and collaboration that Triparound offers — that is what puts you aside from your competition. Don't ever lose that."

Liz Piazza, Systems Admin, Moving Mountains — on what sets Triparound apart

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