
Episode #245
#245 The Answer Is Always Yes: How Kaye Gitibin built Go Rentals into hospitality on wheels. | Guest: Kaye Gitibin, CEO & Founder of Go Rentals
Guest: Kaye Gitibin, CEO and Founder of Go Rentals Company: Go Rentals (elite mobility rental serving private aviation, 300+ locations, the only rental company recognized by the Forbes Travel Guide) Host: Bart Berkey Episode details: Season 4, Ep. 245 Thirty years ago, Kaye Gitibin and his brother Habbas started with seven vans and an idea nobody else in the industry was chasing: what if renting a car felt like checking into a five-star hotel? They called it hospitality on wheels. Today, Go Rentals serves private aviation and luxury travelers across more than 300 locations nationwide, it is the only elite car rental company recognized by the Forbes Travel Guide, and it has never spent a single dollar on advertising. Every bit of growth has come from relationships and referrals. In this conversation with host Bart Berkey, Kaye traces his servant heart back to his mother, who rolled out the red carpet for every guest and cooked what the guest wanted rather than what was convenient. He explains why the answer to every legal and ethical guest request is "yes" (yes, his team once bought a Van Cleef bracelet and sourced an orange G-Wagon on request), why he hires for a "hospitality bone" instead of a resume, and how AI can enhance service by anticipating a guest's needs but can never replace the human touch. Kaye and Bart, a 16-year Ritz-Carlton veteran, connect over a shared belief: in an uncertain, increasingly automated world, the companies that win are the ones that make people feel genuinely cared for. It is a masterclass in noticing, anticipating, and over-delivering, and in taking a client from impressed to obsessed. Key Takeaways Service is the product, not the car. Go Rentals hand-picks its vehicles and keeps every car under 15,000 miles, but Kaye is blunt: guests come for the experience, not the vehicle. A $2,000 hotel room and a $125 room both have a bed. The differentiator is always the service around the thing. The answer is always yes. If a request is legal and ethical, the answer at Go Rentals is yes. That single rule turned a surprise Van Cleef bracelet and an orange G-Wagon into legendary surprise-and-delight moments and lifelong fans. You cannot insert a servant heart, so hire for it. Kaye hires for hospitality instinct over experience. Half the interview is how a candidate treats the receptionist and carries themselves in the lobby. Skills can be trained; a servant heart cannot. Notice, anticipate, over-deliver. Remembering a guest likes red M&Ms, warming the seats before arrival, tracking the plane so the car is already waiting. Small anticipations create outsized loyalty. Their slogan: if the guest has to wait for us, the car is complimentary. Relationships beat advertising. In 30 years, Go Rentals has spent nothing on marketing. Growth has come entirely from referrals and from becoming part of guests' lifestyles, not just their travel day. Learn more about Kaye Gitibin at gorentals.com and follow Go Rentals on LinkedIn.

