The CHPA Connect 25 (Corporate Housing Providers Association) conference united over 550 industry professionals in San Diego, offering in-depth insights into stronger collaboration between property operators and corporate clients.
The conference shed light on key industry trends, such as current expectations of the business traveller, non-negotiables for Gen Z and the knock-on effect of recent political changes...situated around the globe.
Among the attending were our very own Stuart Winstone, Group CEO, Fernando Knapp, our Partner Account Manager, and Stephen Homsey, our Vice President – North America.
Our team not only enjoyed absorbing insights from the industry’s key players and thought leaders, but they also took part in shaping the conversation; hosting, moderating, and speaking on panels throughout the event.
Here are some takeaways to remember: 
“Guests don't just want a solution - they want convenience”
Panel: Ensuring Client and Guest Experience Across All Inventory Fulfilment Models
Panellists:
Stephen Homsey, SilverDoor
Kelsey Thompson, SuiteAmerica
Rachel Vincent, Furnished Quarters
Gabriel Wacker, Vinciniti
Sharon Pfeffer, Express Corporate Housing
The panel represented a range of accommodation fulfilment models: including direct inventory, franchise, on-demand, and agency. Despite each presenting its individual operational nuances, the panel agreed on one fundamental point: A guest’s first impression of their accommodation can define their whole experience.
Gabriel highlighted that “If the initial experience isn’t good, service issues feel magnified”.
A guest’s arrival sets the tone for their entire stay and can make or break any positive feedback. Warranting this, it is imperative for property operators to ensure check-ins are seamless, and units are prepped to the highest standard through rigorous pre-arrival procedures. The panel identified pre-arrival inspections as the key to a positive guest experience, ensuring quality and consistency across all inventory models, all in agreeance that our industry does well at standardising expectations in these areas.
Stephen explained the role of an agency when there is a service issue or guest complaint "The ideal response time is zero—because no issue arises in the first place. But realistically, there’s a difference between acknowledging an issue and resolving it. Setting expectations and clear communication between providers, properties, agencies, and clients is crucial. If an issue arises, proper communication prevents a bad situation from escalating. Issues will happen—how you handle them determines client trust."
When asked best practise on compensations after an issue has arisen, the panel empathised with the business traveller. Those going through relocation are already feeling stressed. Even a small issue can feel massive to them. Most of the time, compensation isn’t needed if you handle the situation with good communication and empathy.
Rachel Vincent also highlighted that “Financial regulations can prevent offering gift cards as compensation, especially in sectors like finance. Instead, we might reimburse for a meal. The key is listening—sometimes guests don’t want money, they just want to be heard."
Gabriel surmised with "Guests don’t just want a solution—they want convenience. Fixing an issue isn’t enough; how easy you make the process matters." 
“Operators across regions are adjusting to shorter-term stays and simplified lease agreements”
Panel: An Industry by Many Names: Corporate Housing Across the Globe
Panellists:
Stuart Winstone, SilverDoor
Danielle Inzano, Sentral
Benjamin Subedar, AptsLatam
Tom Meertens, National Corporate Housing
Heather James, Nomad Temporary Housing
The panel An Industry by Many Names: Corporate Housing Across the Globe explored the intricacies of corporate accommodation trends and standards across different regions.
A key takeaway can be seen with the flexibility required when considering duration of stay. This is increasingly expected by business travellers, especially in markets like the US where a 30-night stay can often be extended to 90 nights without changes in rate. However, the key difference internationally is that operators don’t match leasing. Inventory is taken on long-term agreements, making it less flexible than in the US, where units can be returned and re-leased more easily.
Over in APAC, serviced apartments lead, with added amenities like daily breakfast, airport transfers, and 24-hour concierge services. In key cities, these large operators are common, but outside urban centres, corporate housing providers are relied on, where inventory is more flexible and tailored to client needs.
“Cultural awareness is also crucial. If a client is relocating to an oil rig in Australia or a remote site in India, the housing experience will be very different from a stay in Tokyo or Singapore. We do a lot of education to manage expectations when moving beyond major cities.” explained Tom Meertens, National Corporate Housing
Overall, Latin America is a less mature corporate housing market, with more of a leisure focus. Local operators are often more familiar with short-term leisure stays or traditional long-term leases, so attracting corporate clients can be a challenge. Benjamin Subedar, AptsLatam stated that “Infrastructure challenges also impact the market—relocation companies conduct liveability studies and assign hardship allowances. Only three cities in all of Latin America have a zero-hardship score, meaning most locations present some difficulties, whether due to infrastructure, transport, or safety concerns.”
In terms of booking processes, AptsLatam’s average stay length is around 45 days, with a typical two-week lead time. “Notice-to-vacate policies, common in North America, don’t really exist in Latin America. We generally take fixed-term bookings with early release clauses built in, making month-to-month extensions more challenging—but we work around it!” said Subedar. 
"Technology is vital, but it doesn't solve everything"
Panel: Industry Outlook and Trends Insights and Future Directions
Panellists:
Nick Estrada, CHPA
Young Hill, Greystar
Robert Pinnegar, National Apartment Association
Mike Davis, CORT
Tad Zurlinden, EuRA
Ronald Dunlap, Graebel
Despite regional differences, there was a reoccurring theme that technological advancement was high on the global travel programme agenda. In response to ‘the era of AI’, innovation is a top priority for providers.
Instant booking and real-time availability are no longer seen as luxuries, but as non-negotiables, particularly as newer generations enter the workforce. Providers must invest in technological advancement and education, in the form of automated property management systems. There is also an increase in appetite for technology consolidation, with bookers seeking a streamlined booking experience, consistent across a singular digital platform.
However, Zurlinden cautioned that as much as AI is indeed championing this era, we must not lose sight of our core foundation: human connection.
“Technology is important, especially with the rise of AI, but we must remember that at the core, we’re working with people. Corporate housing and relocation industries are people-focused, and if we lose the human touch, we lose the essence of the industry. While we embrace technology, we must ensure we’re still helping people through personal connections. Technology should be used sensibly and in ways that enhance the human element.”
The distinction here is evident in guest preferences - while they expect a technology-led booking and check-in process, guests desire human engagement when issues arise. Here, the panel recognised that clients are most often seeking an empathetic ear to listen to their needs and work with them to reach a solution.
Despite this, the technology boom shows no signs of slowing, especially as the workforce demographic begins to shift, pointed out Stuart:
“I’ve noticed a generational shift—newer employees, who have always had access to technology, expect instant booking capabilities. When we started, we used faxes; now, younger professionals want real-time solutions. While this is common in Europe and Asia, it’s more complex in the U.S. due to different property setups. It’s a trend we’ll need to address as a region."
But while technology continues to shape the modern corporate travel industry, its implementation isn’t always seamless. Challenges can still arise and, for operators, effective system designing and contingency planning is vital.
Benjamin surmises that "Technology is vital, but it doesn’t solve everything. We’ve seen issues with electronic locks generating codes only six hours before check-in. If a guest is flying from Tokyo and their travel manager has gone home, how do they receive their code? While technology enhances efficiency, it must be managed carefully to avoid logistical failures." 
“About 70% of the world had elections last year, causing a record level of uncertainty for Global Mobility”
Panel: Industry Outlook and Trends Insights and Future Directions
Panellists:
Nick Estrada, CHPA
Young Hill, Greystar
Robert Pinnegar, National Apartment Association
Mike Davis, CORT
Tad Zurlinden, EuRA
Ronald Dunlap, Graebel
The Industry Outlook and Trends panel discussed how this uncertainty has led to mixed outcomes across industries. While some are experiencing growth, others will be stagnated, particularly in Europe, where the immigration crisis adds another layer of complexity, as Zurlinden emphasised:
“There’s a lot of uncertainty, which has been ongoing for a long time. Many people are comparing current conditions with their ‘best’ year—post-COVID—so they’re seeing things a bit skewed. Overall, the mobility industry survives and sometimes thrives, though it’s not without its challenges. We’re here to stay and will likely say the same next year.”
Beyond intense political noise, long-term trends continue to drive corporate housing demand. One significant factor is the talent gap, particularly in STEM fields, which will likely be addressed through immigration, increasing the need for extended assignments and corporate housing solutions.
“When I hear "politics," I get tense, but let's focus on the data. Looking at the last three U.S. administrations: during Obama, regional meetings averaged about 4,500 a year. Under Biden, it was about 3,500, and under Trump, 5,400. These numbers show we can get caught up in the noise, but the real issue is the talent gap—especially in STEM fields. Immigration will be key to filling this gap over the next decade, which will create long-term assignments needing corporate housing. The political noise won’t affect corporate housing as much as we think; the focus will be the data instead.” Mike Davis, CORT 
“Visa policies and delays continue to be a significant challenge for global mobility”
Panel: An Industry by Many Names: Corporate Housing Across the Globe
Panellists:
Stuart Winstone, SilverDoor
Danielle Inzano, Sentral
Benjamin Subedar, AptsLatam
Tom Meertens, National Corporate Housing
Heather James, Nomad Temporary Housing
“As operators, we’ve all experienced that call requesting a delay in arrival due to visa processing delays. This is becoming more prevalent than ever.” Meertens, National Corporate Housing
The source of this difficulty is in the variable nature of the Visa system. These delays are creating uncertainty for both employees and corporations, impacting travel timelines, housing availability and assignment planning. The role of the operator is to remain flexible, keeping our ears to the ground for any policy changes that may alter the course of visa applications.
Stuart Winstone advocated the issue’s other side; the opportunity side. Evolving visa policies are presenting new accommodation opportunities, with countries increasingly introducing digital nomad visas to attract remote workers. In addition to this, global talent shortages are starting to fuel a lax in visa restrictions, to drive the immigration of foreign skilled professionals to fill the talent gap.
Stuart then highlighted a key example of this:
“One example is Singapore’s COMPASS, a points-based visa system that determines how easily someone can obtain a visa. Easier processing increases mobility, but it also presents challenges requiring flexibility for assignees."
But despite some examples of positive developments, the bottom line is that visa unpredictability continues to disrupt housing availability. With approvals often delayed, we’re increasingly seeing that accommodations initially secured for assignees are no longer available come the time their visa is eventually issued.
Heather James, Nomad Temporary Housing, emphasised a growing issue that “Providers are often asked to source housing options before the visa is confirmed. Many visa applications require a confirmed address, but housing options cannot be secured without concrete visa approval.”
Beyond immediate housing dilemmas, visa policies are also demanding mobility managers to get specific with their approaches, aligning them to the requirements of individual governments. Certain countries may mandate a minimum stay for visa approval that can go against company travel policies. Stuart highlighted the education of mobility managers as a possible solution to this:
"There’s also an education piece here. Some countries require a 90-day minimum stay for visa approval, but corporate policies may only allow for 30 or 60 days. We need to educate mobility managers on aligning policies with visa requirements."
On top of this, National Corporate Housing’s Tom Meertens flagged that shipping delays are aligned with visa processing issues, deepening the complexities of relocation challenges.
"Household goods shipping runs parallel to visa processing. Strikes in the U.S., the war in the Middle East, and other factors are causing longer shipping times. Sometimes, the visa is approved, but household goods can’t be shipped until then, leading to further delays. We need flexibility not just at the start but also at the back end."
As visa challenges persist, the industry must stay ahead of delays, anticipating policy changes, educating clients and travel managers, and streamlining booking strategies to align with local government standards. Remaining proactive and prioritising flexibility will be the key to better supporting global mobility.
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