We get it, choosing vacation rental software is hard. You’re looking for clarity on the differences between Duve VS Enso Connect, and want to explore the options before investing. That’s why we’ve crafted this comprehensive guide, where we will:

1. Dive into Duve and Enso Connect, unpacking their features, pricing, and what customers are saying.

2. Put Enso Connect and Duve head-to-head, comparing these industry leaders feature by feature.

3. Back our insights with case studies and customer testimonials.

Spoiler: Enso Connect gives vacation rental professionals more flexibility, customization and a slick user-friendly design for crafting remarkable guest interactions. Ready to unlock the secrets of a stellar guest experience, powered by technology? Let’s dive in and see why James Cornwell picked Enso Connect!

Product Overview and Key Features: Duve

Duve is a comprehensive guest management system designed for hotels and vacation rentals.

Here’s an overview of Duve’s key features:

Online Check-in

Allows guests to check in before arrival, saving time for both staff and guests.

Branded Guest App

Provides a customizable app that aligns with your brand, offering guests information about their stay, amenities, local attractions, and more.

AI-Powered Communication

Uses AI agents to streamline guest communication across multiple platforms (email, WhatsApp, SMS, Airbnb, etc.) from a single hub.

Personalized Upselling

Learns about guests through pre-arrival information and OTA data to offer tailored upsells, upgrades, and services.

Digital Keys

 Integrates with selected smart lock providers for easy and secure property access.

Analytics and Insights

Offers segmentation insights to help understand guest experiences and make data-driven decisions.

Multi-Language Support

Provides automated translations for up to 20 languages.

Customizable Permissions

Allows setting specific permissions for different users and branches.

Third-Party Integrations

Offers integrations with various Property Management Systems (PMS), payment service providers, and other hospitality services.

Upsell Marketplace

Includes hundreds of third-party services and allows for in-house upsells or partner vendors.

Duve aims to increase profitability, improve performance, and elevate the guest experience for properties of various sizes, from independent hotels to large enterprise groups.

What’s Unique About Enso Connect?

Two key characteristics differentiate Enso Connect from other solutions:

– Flexibility and granular control over functionality. This allows hospitality businesses to fine-tune processes according to their unique requirements.

– The connectivity approach. Like Zapier of hospitality, the platform is connecting software that hospitality operators love and use, like Autohost or Superhog. Thanks to its high quality integrations with those partners, the platform allows integrating the services into one smooth and streamlined guest journey, without a need for guests to jump between different links or the team to log into many applications.

Examples of Enso Connect’s configurability:

Here are a selection of mini demos, made by Francois Gouelo, cofounder and CEO of Enso Connect.

– Crunching unexpected vacation rental scenarios with smart automations

– Working with two property management software providers

– Automating flexible property protection options

– Showing seasonal guidebooks automatically

and much more.

Duve VS Enso Connect: Feature Comparison

Duve and Enso Connect have similar features for enhancing guest experience and streamlining operations for hospitality professionals. Both automate communication throughout the guest journey, offer a unified inbox and a guest app, capture security deposits and facilitate upsells. Both platforms let hospitality professionals pre-register guests and simplify check-in. They also customize data collection before check-in, collect IDs, and use Stripe for transactions. Both software have a direct integration with Airbnb, however, Duve’s integration has limitations. Both products can automate requests for guest reviews based on guest sentiment.

Despite these similarities, a deeper dive into specific features shows significant differences between the tech solutions:

Unified inbox

Enso Connect’s AI-powered unified inbox is hard to beat, it just has everything you need to keep control of guest communication. However Duve’s inbox is one of the best unified inboxes on the market (after Enso Connect’s one).

Duve integration with Airbnb is limited, Esno has a better connection with OTAs.

AI capabilities

Enso Connect leverages AI for predictive responses and sentiment analysis, providing more personalized and context-aware communication. The platform also provides AI reports and summaries for data-driven and quick decision-making. Duve, while automated, does not emphasize AI to the same extent.

To stay relevant in the AI race, Duve recently acquired EasyWay, an AI-based messaging tool, promising advanced AI-driven guest experiences. However, Duve users haven’t yet seen significant AI advancements. This delay is understandable, as integrating a new company can be time-consuming and may not always create the expected synergies. Sometimes, such acquisitions can initially lead to inefficiencies and hurdles rather than immediate improvements.

Here is the promise of Duve’s recent EasyWay integration:

This strategic move has bolstered Duve’s artificial intelligence offerings in several key areas:

1. Integrates generative AI for improved guest experiences

2. Combines personalized guest messaging with AI agents

3. Adds AI-powered guest journey management

4. Increases operational efficiency through automation

5. Expands personalization capabilities at scale

Duve aims to balance automation and personalization in hospitality, enhancing guest satisfaction and streamlining operations.

If comparing the AI capabilities of Enso Connect and Duve today, here’s where the things are:

EnsoAI VS DuveAI – Key differences

1. AI sophistication

Enso Connect’s solution appears to be more advanced in terms of AI integration, using GPT-4o for generating contextually aware and personalized responses. Duve’s automation seems to rely more on pre-written templates and scheduled messages.

2. Personalization

Enso Connect’s AI analyzes past conversations and property-specific information to create more tailored responses, while Duve focuses on templated messages.

3. Language support

Enso Connect explicitly mentions support for over 50 languages, which is particularly beneficial for properties with international guests.

4. Sentiment analysis

Enso Connect incorporates sentiment analysis to adjust responses and potentially trigger automated actions, a feature not mentioned for Duve.

5. Upselling approach

While both platforms offer upselling capabilities, Enso Connect integrates this into its AI-driven system, potentially allowing for more dynamic and contextual upsell opportunities. Duve offers automated upsells as part of a premium package.

EnsoAI takes a more comprehensive approach by not only leveraging information within the Enso platform but also from external sources. This enables our AI to provide more informed responses that can be further customized before sending, personalizing customer interactions. Additionally, EnsoAI offers the ability to prompt responses, similar to ChatGPT functionality, enhancing the efficiency of customer support.

Enso Connect’s recent AI special report categorizes guest conversations, improving AI replies and providing insights into common guest requests.

Enso Connect’s AI-driven predictive responses appear to offer a more personalized, and context-aware approach to guest communication. In contrast, Duve’s system relies on a more traditional automated messaging approach.

Guest app

Enso Connect’s guest web app, the Boarding Pass, sets it apart from Duve. This app serves as a powerful sales tool for hospitality professionals. The Boarding Pass is a single link that navigates guests through the entire journey, from booking to checkout. With the Boarding Pass, all the essential information, needed for perfect guest stays is at their fingertips, anytime and anywhere. Guests can access information, verify details, handle agreements and fees, and explore digital guestbooks and area guides in real time.

With Enso Connect’s Boarding Pass V3, the guest portal has become a state-of-the-art engagement and e-commerce tool for hospitality operators. The web app combines intuitive design, advanced branding capabilities, and seamless integrations to offer an unmatched user experience.

Revenue-Generating Tools

Enso Connect’s mission is to improve vacation rental guest experience and drive measurable revenue growth for operators. That’s why we integrate revenue-generating features into every stage of the guest journey. Here are our main tools that illustrate this approach:

Custom Upsells and Affiliate Links

Operators can create upsell offers, like early check-in, late checkout, mid-stay cleaning and more. They can also integrate third-party local services, like dining, luggage storage, party planning, etc. into the guest app.

Enso Experiences (Automated Activity Bookings)

Feature that automatically curates and displays nearby tours/activities within the guest guest web app. Bookings are managed by partners, making this a true passive income stream.

Flexible Damage Protection (Damage Waivers)

Enso Connect provides a dual-option system: guests choose between a traditional security deposit or a non-refundable damage waiver. This flexibility reduces friction during booking while driving ancillary revenue. Users typically see an immediate 6% boost in ancillary income after implementing Enso’s damage waivers.

Third-party and smart lock integrations

When using multiple third-party tools alongside Duve, the lack of seamless integration creates manual overhead for customers. This issue was highlighted by a customer moving from Duve to Enso Connect. They had to perform manual work for every new booking due to the lack of automation between Duve and their other tools. Enso Connect solves this issue by offering white labelling and quality integrations and automation across various third-party hospitality tech tools.

UX and Interface

Duve doesn’t offer a mobile app, for users to be able to manage guest interactions on the go.

Integration Capabilities

Enso’s unique vision of connecting vs ripping and replacing software, allows it to be the Zapier of hospitality. These users can create seamless journeys, without a need to log into many apps or send many links to guests. For Duve, connecting three different types of software is not something that works smoothly.

Customer support and training

Enso Connect prioritizes providing attentive, human-centric support and has a swift onboarding process with at least two sessions with the team. Most of the customer feedback is praising onboarding and the support team members. Both Duve and Enso Connect charge an onboarding fee.

Pricing and Scalability

Enso Connect is a premium product with a plethora of features and capabilities, designed to streamline operations and drive revenue. The unmatched customization, allowing operators to become significantly efficient and revenue-generating tools make it a worthwhile investment for scaling businesses.

For those looking for a “budget” alternative and less customization, Duve is a viable option with its basic packages and no SMS charges.

The average ROI for Enso Connect customers is 4.7, highlighting its premium value despite higher costs. Watch a case study, where the users explain how Enso Connect covers the software costs and brings new revenue.

Both Duve and Enso Connect lower their rates when the number of listings increases. They employ tiered pricing, based on the size of the property manager, determined by the number of listings they manage. This approach ensures that pricing scales according to the needs and scope of the property management operations. It provides flexibility for growth and accommodates varying business sizes. Both platforms offer fair and scalable pricing that caters to the specific requirements of property managers. Whether you manage a handful of listings or operate on a larger scale, you’ll find an offer that fits you. Check the Enso Connect’s pricing here.

Duve VS Enso Connect Pricing

Now that you’ve seen the different functionalities available in Duve, let’s dive into pricing.

Duve offers four pricing plans:

1. Basic: $6 (€5, £4.5) per room/bed per month, includes online check-in, guest app, and basic analytics.

2. Pro: $7.5 (€6.5, £5.5) per room/bed per month, adds communication suite with SMS and WhatsApp capabilities.

3. Premium: $10 (€9, £8) per room/bed per month, includes all Pro features plus upsells and eCommerce functionalities.

4. Enterprise: Custom pricing with advanced customizations and dedicated account management.

This is comparable with the Enso Connect pricing. Get instant pricing for Enso Connect here.

For upselling, Enso Connect charges 5%, while Duve takes 10% of what is coming through the system.

Enso Connect offers the first in the short-term rental technology ROI Guarantee Program.

Alternatives to Duve

Duve has been a reputable player in the market for 8 years, recognized for their innovative digital hospitality systems. Criticizing their potential reliability issues is inaccurate, as they are a strong industry contender adding significant value to their users.

However, with the advent of advanced AI systems like OpenAI’s ChatGPT, innovative vendors like Enso Connect are rapidly disrupting the space. While Duve maintains its competitive edge through acquisitions, they are also pivoting their focus from vacation rentals to the standardized hotel industry.

If you’re looking for alternatives to Duve, focused on the needs of short-term rental businesses, Enso Connect is a go-to solution.

Short-term rental managers, looking for a guest communication platform, often compare Enso Connect and Akia.

For GuestView Guide users, looking for an alternative to the service that was discontinued in fall 2024, we have a solution for you. Contact our team to see how we can take your guest experience to the next level.

In this article you’ll learn:

• Why Upsells Matter in Short-Term Rentals in 2025
• Methodology of the Vacation Rental Upsells Research
• Key Findings of the Research
• Adoption of Upsells in Vacation Rentals
• Main Barriers for Implementing Upsells in Vacation Rentals
• Vacation Rental Upsells Geography Breakdown
• Company Size Breakdown in Vacation Rental Upsells
• Top 10 Upsells Offered in Vacation Rentals
• Regional Upsell Revenue Hotspots
• Recommendations Based on the Findings
• Thoughts on Building a Robust Upselling Strategy in Your Hospitality Business

Methodology: Actionable Insights from Global Data

We analyzed 4,394 vacation rental businesses globally (Q1-Q4 2024) through direct booking site audits tracking upsell mentions.
Note: Early check-in, late checkout, and mid-stay cleaning services – operational upsells – were excluded to avoid skewing results.

Sample Breakdown:

• Regions: North America (67%), Europe (28%), Asia + Middle East (2%), Oceania (2%), Latin America (1%)
• Company Sizes: Small (1–9 listings) – 4%; Medium (10–29 listings) – 46%; Growth (30–99 listings) – 33%; Large (100-250) – 16%; Scale up (250+) – 3%

Key Findings: Bridging the Gap Between Guest Preferences and Revenue Opportunities

After a detailed analysis of data from over 4,000 short-term rental operators, here’s what we discovered.

1. Low Adoption, High Potential

Only 17.6% of short-term rental properties offer upsells, despite strong demand for local experiences.

Are you part of the 17.6%? Calculate how much you could earn with automated upsells. 

2. Europe Leads with Experiential Upsells

• Europe dominates due to high density of vacation rental markets in Portugal, Spain & France. Additionally the add-on offers align with local culture and heritage.
• North America follows, with strong representation in Florida, California, and Hawaii. These regions cater to business travelers, families and multi-generational stays.
• Asia and Middle East target high-net-worth guests seeking memorable stays.

3. Growth-Stage Companies Win with Upsells

Growth-stage STR companies (30–99 listings) lead in upsells, while very small and enterprise-level firms lag behind. 

4.Transportation & Local Activities: The Most Offered Upsells

(What successful STRs are selling – and where you’re missing out)

Revenue Impact: Properties with upsells maintain higher RevPAR during downturns, driven by guest loyalty and repeat bookings.

Building Your Upselling Strategy

The short-term rental industry’s path to revenue growth lies in blending operational efficiency with guest-centric innovation. By integrating upselling strategies that align with guest preferences and local attractions, property managers can unlock new revenue streams. This is while crafting unforgettable overall guest experiences.

It is clear that upsells and add-ons is not something to be excluded from the vacation rental industry outlook. Property management companies and hospitality businesses that want to stand out with positive reviews and boost revenue should consider upsells. In order for you to make data-driven decisions, we’ve performed an in-depth analysis of trends of upsells adoption by STR operators.

We hope this will guide you in finding the right upsell options that work for you and your guests. Of course, you are the best experts in your market – no one knows your guests’ preferences and the best offerings in your area better than you. We also recommend conducting an internal analysis of your guest messaging to identify popular demand, revenue opportunities, and areas for improvement.

How many holiday homes are there in Florida? Finding the competitive edge.

In Florida, there are 221,600 vacation homes spread across several cities, highlighting the state’s popularity as a vacation destination.

As of May 2024, there are over 40,500 Airbnb listings in Miami, Florida alone, making it the city with the highest number of Airbnbs in the state. Other Florida cities also have significant numbers of Airbnb listings, such as Tampa with 16,020 listings, and Orlando with 11,025.

With so many options, and a high competition from hotels, you are on the lookout for ways to stand out in the market. The good news is that the right upselling strategy provides a competitive edge, regardless of business size.

What are Short-Term Rental Upsells?

A short-term rental upsell is a powerful tool which refers to the practice of offering guests additional products, services, or upgrades to enhance their stay, while increasing the revenue. This strategy is commonly used in the short-term rental industry and can be either operational, or involve tours, activities, and experiences.  The key to successful upselling is understanding the guests’ needs and preferences and offering relevant and valuable additions that enhance their experience. Effective guest communication plays a crucial role in identifying these needs and suggesting suitable upsells.This approach not only boosts revenue but can also make a big difference in customer satisfaction and loyalty.

Upsells in Hotels VS Vacation Rentals: What’s the Difference

Upsells in hotels typically involve concierge services and traditional amenities, whereas in the short-term rental properties industry, this process is digitized to streamline operations. In contrast, vacation rental upsells are more personalized, catering to individual guest needs like grocery delivery, private chefs, and local tours. Vacation rentals offer operators flexibility to innovate, tailoring unique experiences to their property and target market. This personalized approach is integral to the business model of vacation rentals, allowing them to provide an exceptional guest experience. With the growing popularity of short-term vacation rentals, more travelers are choosing them for accommodation. These guests now expect hotel-like services during their stays. Therefore, offering add-on amenities and other enhancements is crucial for hospitality professionals managing vacation rentals.

Why offer upsells in vacation rentals?

Offering upsells in vacation rentals brings multiple advantages. By enhancing the guest’s stay through added convenience and luxury, you can significantly increase guest satisfaction and tailor to your target audience’s specific needs. This not only boosts your revenue but also helps in building a strong and recognizable brand. Upsell opportunities are a great way to encourage repeat business, as guests are more likely to return to a place where they felt valued and pampered. Moreover, satisfied guests are more inclined to leave positive reviews, further enhancing your property’s reputation and attracting new visitors. Understanding market trends, guest expectations, and employing effective revenue management strategies are essential for maximizing these benefits, ensuring that upsell offerings occur at the best time to meet guest demand. Ultimately, vacation rentals play a similar role to hotels in the hospitality industry, adapting to modern expectations and providing a better guest experience throughout the entire journey with exceptional, personalized experiences.

How much revenue per listing can I add with upsells in Florida?

A well-executed upselling strategy, tailored to your guests needs and the capacity of your business, can substantially boost revenue. So how can you get the potential revenue increase from upsells in your vacation rental business in Florida?

Factors like your property type, capacity, average stay length, and booking channels can impact your potential revenue uplift. We can make a quick estimate, with a basic formula:

Take the value of an experience or service upsell and calculate your cut. Different affiliate programs offer different rev share to partners. For example, Viator offers 8% revenue share. In this case we’ll use this number, but you can insert the percentage of any affiliate partner you choose to work with. Take 8% out of an experience that costs USD $100. And just like that – you earn USD $8 every time one of your guests orders this experience through your link! In the business world it is usually referred to as “free money”.

This is the revenue a property manager typically retains without sharing with the owners—your choice. In the STR industry, where margins are thin, these numbers can significantly impact your bottom line.

Below you can see the real experiential packages in Florida you can offer your guests to make a hassle-free profit.

Learn more about the economic of vacation rental upselling.

Conducting analysis based on your data, continuously testing and optimizing the upsell process are recommended to maximize the revenue uplift. The best way to do this is to have a guest experience dashboard, where you and your team can track the performance.

When should you try to upsell services in your vacation rental?

To effectively upsell services in your vacation rental, timing is crucial. Key opportunities include during the booking confirmation, when guests are excited about their stay, and upon check-in, when they might be interested in enhancements like upgraded amenities. Additionally, mid-stay touchpoints are ideal for offering experiences or services that can improve their current stay. Tailoring your upsell strategies to these moments ensures relevance and increases the likelihood of conversion, thereby maximizing revenue without overwhelming guests. Read more about when to upsell services in your short-term rental.

Tours, Activities, Experiences as Vacation Rental Upsells in Florida

Experiential upsells involve offering guests unique tours, activities, and experiences to enrich their stay. These can include guided city tours, adventure activities, cultural experiences, or wellness sessions. By providing these curated experiences, you can create memorable moments for guests while generating additional revenue.

Top Experiential Offerings in Florida You Can Profit From

We’ve made the research of the most revenue generating experiential packages vacation rental operators in Florida offer to their guests. You might find more ideas and partners to be a part of your upselling strategy. We will be happy to hear about it and add them to our list.

Tours, Activities, Experiences to Upsell in Top Tourist Accommodations in Florida

Tampa, Florida

1.5-hour Dolphin Sightseeing Cruise from Tampa

ZooTampa at Lowry Park Admission Ticket

Sarasota, Florida

Clear Kayak LED Night Glass Bottom Tour – Sarasota

90-Minute Parasailing Adventure Above Anna Maria Island, FL

Orlando, Florida

SEA LIFE Orlando Aquarium

Rock Springs 2-Hour Glass Bottom Guided Kayak Eco Tour

Miami, Florida

Best of Miami: Private SeaRay SDX Boat Charter with a Captain

Fort Lauderdale, Florida

Fort Lauderdale Food & Drink Tour

Jungle Queen Riverboat 90-Minute Narrated Sightseeing Cruise

Colorado Short-Term Rental Market: Finding the Competitive Edge and Increasing Revenue

By CLARA’s count there are 47,876 short-term rental properties in Colorado as of 2023. Other sources mention 90,000 properties, classified as “vacation” homes, reflecting the state’s booming short-term rental market. The short-term rental market in Colorado has seen significant growth, particularly in mountain towns. Changes are being made to STR regulations in these areas to control the housing availability and impact on local economy.

Denver, in particular, stands out, ranking 17th among 115 U.S. cities with 445 Airbnb rental listings per 100,000 residents. These numbers highlight Denver’s prominence as a top destination for travelers and a profitable market for vacation rentals.

With high competition on one side and increasing cost of doing business on the other, short-term rental professionals in Colorado can benefit from an upselling strategy as a way to stand out from competition and increase revenue. In this article we’ll provide ideas on how to elevate

Upsells in Hotels VS Vacation Rentals: What’s the Difference

Upsells in hotels typically involve concierge services and traditional amenities, whereas in the short-term rental properties industry, this process is digitized to streamline operations. In contrast, vacation rental upsells are more personalized, catering to individual guest needs like grocery delivery, private chefs, and local tours. Vacation rentals offer operators flexibility to innovate, tailoring unique experiences to their property and target market. This personalized approach is integral to the business model of vacation rentals, allowing them to provide an exceptional guest experience. With the growing popularity of short-term rentals, more travelers are choosing them for accommodation. These guests now expect a hotel-like service during their stays. Therefore, offering add-on amenities and other enhancements is crucial for hospitality professionals managing vacation rentals.

Why offer upsells in vacation rentals?

By enhancing the overall guest experience through added convenience and luxury, you can significantly increase guest satisfaction and tailor to your target audience’s specific needs. This not only boosts your revenue but also helps in building a strong and recognizable brand. Upselling also encourages repeat business, as guests are more likely to return to a place where they felt valued and pampered. Moreover, satisfied guests are more inclined to leave positive reviews, further enhancing your property’s reputation and attracting new visitors. This will bring more repeat guests and direct bookings, which every rental company is aiming for. Understanding your market and your guests is essential for maximizing these benefits. Make sure to offer add-ons when guests need them and only the offers are relevant to them. Upsells in vacation rentals help operators create a hotel-like personalized experience, adapting to modern guest expectations.

How much revenue per listing can I add with upsells in Colorado?

A well-executed upselling strategy, tailored to your guests needs and the capacity of your business, can substantially boost revenue. So how can you get the potential revenue increase from upsells in your vacation rental business in Colorado?

Factors like your property type, capacity, average stay length, and booking channels can impact your potential revenue uplift. We can make a quick estimate, with a basic formula:

Take the value of an experience or service upsell and calculate your cut. Different affiliate programs offer different rev share to partners. For example, Viator offers 8% revenue share. In this case we’ll use this number, but you can insert the percentage of any affiliate partner you choose to work with. Take 8% out of an experience that costs USD $100. And just like that – you earn USD $8 every time one of your guests orders this experience through your link! In the business world it is usually referred to as “free money”.

This is the revenue a property manager typically retains without sharing with the owners—your choice. In the STR industry, where profit margins are thin, these numbers can significantly impact your bottom line.

Below you can see the real experiential packages in Colorado you can offer your guests to make a hassle-free profit.

Learn more about the economics of vacation rental upselling.

Conducting analysis based on your data, continuously testing and optimizing the upsell process are recommended to maximize the revenue uplift. The best way to do this is to have a guest experience dashboard, where you and your team can track the performance.

When should you try to upsell services in your vacation rental?

To effectively upsell services in your vacation rental, timing is crucial. Key opportunities include during the booking confirmation, when guests are excited about their stay, and upon check-in, when they might be interested in enhancements like upgraded amenities. Additionally, mid-stay touchpoints are ideal for offering experiences or services that can improve their current stay. Tailoring your upsell strategies to these moments ensures relevance and increases the likelihood of conversion, thereby maximizing revenue without overwhelming guests. Read more about when to upsell services in your short-term rental.

Tours, Activities, Experiences as Vacation Rental Upsells in Colorado

Experiential upsells involve offering guests unique tours, activities, and experiences to enrich their stay. These can include guided city tours, adventure activities, cultural experiences, or wellness sessions. By providing these curated adventures, you can create memorable expereince for guests while generating additional revenue.

Top Experiential Offerings in Colorado You Can Profit From

We’ve made the research of the most revenue generating experiential packages short-term property managers in Colorado offer to their guests. You might find more ideas and partners to be a part of your upselling strategy. We will be happy to hear about it and add them to our list.

Tours, Activities, Experiences to Upsell in Top Tourist Accommodations in Colorado

Denver, Colorado

Explore the Colorado Rockies with an Adventure Photographer

LoHi Denver Food Tour

1/2 Day Intro to Outdoor Climbing near Denver, Colorado

Colorado Gold Rush Mountain and Mine Half-Day Tour from Denver

Breckenridge, Colorado

Visit Red Rocks Park, Continental Divide & Breckenridge

Breckenridge Gold Mine Outdoor Escape Room

Ridden E-Bike Rentals Breckenridge To Frisco

Boulder, Colorado

Discover Rocky Mountain National Park – Picnic Lunch Included

Original Electric Cruiser Fat Tire Bike Tour – Best of Boulder

Private Outdoor Rock Climbing with a Pro Climbing Guide

Telluride, Colorado

Half-Day Ice Climbing – Telluride

Park City, Colorado

​​2 Day Rental of Park City Basic Ski Rental Package

Hiking and Yoga On Top Of A Mountain in Park City

What is a Guest App in Hospitality

A guest app is a digital tool designed to enhance the experience of guests staying in short-term rentals or hotels. A guest app is also known as a guest experience app. It gives guests easy access to all the essential information and services they need for a perfect stay. They’re more than just rental check-in apps – a good guest portal streamlines the entire guest journey, from booking to checkout. Features typically include stay details, guest verification, and online check-in. Property access, in-stay services, upsells, and checkout options are also common.

For guests, these apps offer a smoother, more personalized experience. For property managers, they improve efficiency and guest satisfaction. Good guest apps streamline operations and create happier customers. They’re becoming essential in modern hospitality.

The Difference Between Vacation Rental and Hotel Guest Apps

Guest Experience Mobile App VS Web App: The Differences

Guest portals or guest experience apps are available in two formats: downloadable mobile apps and web apps.

Today, many users prefer not to clutter their phones with new apps. Web apps address this preference effectively.

While downloadable apps offer offline access, their main advantage, solutions like Apple Wallet can now provide similar functionality. This makes web apps an increasingly attractive option for both guests and property managers.

Do Hospitality Businesses Need Guest Apps?

The Difference Between a Guest App and a Digital Guidebook

Digital guidebooks can be a feature of a guest experience app or a standalone tech tool. While there’re some overlaps and occasional confusion between the two, there are distinct differences between guest apps and digital guidebooks. A good example of a popular digital guidebook for Airbnb businesses and short term rentals is TouchStay. The companies mentioned in this article offer digital guidebooks as a feature of their guest apps.

Guidebook apps provide property and local information like check-in instructions, house rules, amenities, recommendations, and FAQs.They allow hosts to update information in real-time and are accessible via a web browser or mobile app. Their goal is to enhance communication and reduce guest questions. Guest experience apps offer more features, including messaging, check-in/out processes, and service requests. They often provide upselling tools and integrate with third-party services for a complete guest journey.
Guest experience apps focus on booking to post-stay, offering more comprehensive and interactive management. Key differences are in scope, integration, customization, revenue opportunities, and operational impact.

Benefits of Guest Experience Apps in Short-Term Rentals

Hospitality and vacation rental software is evolving and an increasing number of operators recognize the benefits of guest experience apps. Hospitality professionals love guest experience apps because they reduce their workload, increase revenue and drive guest satisfaction and positive reviews. Here are the benefits of guest apps for short-term rental businesses:

Enhanced guest experience

Guest apps provide convenient access to information and services like check-in, check-out, property details, and local recommendations. They can include house rules, digital guidebooks, upselling offers, payment options and more. This centralized information source streamlines and elevates the guest experience, making it easy for visitors to find what they need.

Improved communication and time-saving

Guest apps serve as proactive tools, offering instant access to essential stay information. This reduces the need for guests to contact property managers, as answers are readily available in the app. Operators report Enso Connect’s Boarding Pass app cuts repetitive questions by 90% and saves 2.5 hours per guest pre-arrival.

Streamlined operations

Guest apps streamline key processes like guest verification, check-in and check-out, upselling and review requests. This reduces the need for in-person interactions and saves time for both guests and property managers.  Operators of vacation homes can efficiently manage properties remotely and rental guests get quick and convenient customer service.

Personalization

Some guest management apps can offer personalized recommendations, exclusive discounts, and tailored services based on guest preferences and behavior. This is possible if the guest app has access to guest data that can be used in custom automation flows. Personalization transforms your upsells from generic offers into tailored solutions, enhancing guest satisfaction and increasing their perceived value.

Increased efficiency

Guest apps make rental property managers more efficient by reducing repetitive inquiries. With well-crafted content, guest experience apps provide instant access to comprehensive stay information, significantly decreasing guest requests throughout their journey.

When integrated with a guest experience platform, these apps leverage multiple features to automate and centralize information. This integration minimizes manual data entry and reduces errors, further enhancing operational efficiency.

The key lies in thorough setup: detailed, visual descriptions and clear instructions in the app lead to fewer guest inquiries before, during, and after their stay.

Data insights

Guest apps serve as powerful tools for gathering crucial data on guest behavior, preferences, and feedback. This wealth of information enables operators to make data-driven decisions and continuously enhance their offerings.

The guest verification process, typically following a booking, presents an ideal opportunity to collect additional data for personalizing future communications.

Pro Tip: Enso Connect’s form builder allows for custom fields in verification questions. A popular addition is “Travel Reason,” which can be used to trigger tailored workflows, ensuring a more personalized guest experience.

Marketing and branding tool

A well-designed guest app can serve as a powerful marketing asset, helping to attract more bookings and improve guest reviews.

Upselling opportunities

Apps can facilitate the promotion and booking of additional services or upgrades, potentially increasing revenue for property managers.

Competitive advantage

As guest apps become more common in the industry, offering one can help property managers stay competitive and meet evolving guest expectations.

Reduced wear and tear

By providing clear instructions and information, guest apps can help minimize property damage and misuse

Main Characteristics and Key Features of a Guest App

When exploring vacation rental apps, there are a couple of must-have features you should look for:

Ease of use

For optimal guest engagement and an elevated experience, your digital tool must prioritize simplicity and efficiency. Guests are unlikely to download a separate app or navigate through complex interfaces. Instead, aim for a streamlined, visually appealing platform that provides information within a few clicks.

Intuitive navigation, integrated payment systems, clear and concise instructions, visual aids like videos and more.

To encourage self-service and remote check-ins while boosting add-on purchases, strive for an Amazon-like user experience. This approach minimizes the need for guests to call for assistance and maximizes their engagement with your digital offerings.

Personalized information access

Guest apps typically offer easy access to essential property information. However, advanced platforms take this a step further by personalizing content to each guest’s needs. This can include displaying information in the user’s preferred language, showing seasonal guidebooks, or offering targeted add-ons like babysitting services for families. Enso Connect’s “If This Then That” conditional logic enables property managers to create and automate highly customized guest interactions.

Customized branding

Advanced guest management platforms allow property managers to personalize apps with their branding, creating a consistent experience across all touchpoints.

For businesses managing multiple brands, like boutique hotels or diverse short-term rental portfolios, a multi-branding feature is especially valuable. It allows operators to maintain distinct identities for different properties within one system, balancing efficiency with brand integrity. Multi-branding is a rare, advanced feature in guest apps. It is available in the Enso Connect guest experience platform.

Embedded upselling tools

Upselling tools, integrated into guest apps, offer convenience for guests. They allow them to easily purchase relevant add-ons at the right time during their stay. This leads to improved personalization and hence – higher conversion rates. For operators, it automates the upselling process, reducing staff workload while providing valuable data on guest preferences. Available 24/7, upselling tools can boost revenue even outside regular business hours. When implemented thoughtfully, they not only increase profits but also contribute to a more tailored and satisfying guest experience.

Digital check-in/check-out

Smart home device connectivity

Every tech-enabled short-term rental business leverages tech for easy check-ins, for example, by connecting smart locks to guest portals. This lets guests get access codes on arrival, or use an ‘unlock’ button in an app to enter the property. Connecting smart locks helps make check-in smooth and touchless.

Third-party upsell partner integration

Third-party verification partner integration

Guest screening and verification processes are crucial for protecting properties from potential damage and financial losses. While a simple form and ID collection can provide basic screening, some businesses may opt for more thorough third-party security services to identify fraud and criminal activity. However, these additional services often complicate the user experience with external links and complex explanations. By seamlessly integrating verification services into a guest app, the process becomes smoother and more user-friendly for both guests and operators, ensuring security without sacrificing convenience. Example: Enso Connect integrates with Autohost and Superhog, two leaders in vacation rental guest screening.

Messaging integration

Digital guidebooks

Top Guest Apps for Hospitality Professionals

Enso Connect

Enso Connect is an AI-powered guest experience platform that empowers short-term rental professionals to digitize and monetize guest interactions. The company’s guest app, the Boarding Pass is the ultimate tool for streamlining and simplifying guest journey. The Boarding Pass guest app is a simple link providing everything guests need from booking to checkout, all at their fingertips. It doesn’t require downloads and can be easily added to Apple Wallet for offline access. The platform offers an AI unified inbox, guest screening, personalized upselling, and seamless check-ins/outs, all integrated into the Boarding Pass. In-platform tools and API integrations enable Enso Connect to create a fully streamlined, unified experience for guests and operators.

Operto

Operto is a property operations service provider that provides automation solutions for the hospitality industry, particularly for short-term rentals. They also serve hotels and multi-family accommodations. The company focuses on IoT integrations, automating and simplifying property management tasks for hosts. Its smart technology solutions include features like contactless check-in and energy management, aimed at reducing operational burdens and improving efficiency without compromising guest satisfaction. To enhance its guest experience offerings, Operto acquired Dack in January 2024.

Dack

It is a vacation rental management app designed to enhance the guest experience in short-term rentals. It offers features such as messaging systems, guest verification, digital property guides, and smart home integrations. Dack provides a mobile-first property guide that allows guests to access important property details, WiFi information, and access codes easily. This guide can also be customized to include information about local attractions and recommendations, enhancing the overall guest experience by making it more convenient and informative.

Dack’s downloadable guest app may require an extra step for travelers, unlike web-based solutions that don’t need installation. Operto’s acquisition of Dack brings opportunities and challenges as they integrate systems, teams, and processes from both companies.

Duve

Duve is a veteran of guest management systems for hotels and vacation rentals. Founded in 2016, the company was originally established under the name Wishbox. Its features include online check-in, a branded guest app, AI-powered communication, personalized upselling, digital key integration, and analytics. Duve integrates with various third-party services and includes an upsell marketplace. By streamlining operations and enhancing guest experiences, Duve aims to boost profitability and performance for properties ranging from independent hotels to large enterprise groups.

Akia

Akia offers a suite of guest communication tools, using a modular mini-app approach rather than a single, comprehensive guest app. Their primary focus is on enabling direct communication between hotel staff and guests, leveraging the effectiveness of text messaging. Akia provides contactless communication tools, including service recovery and review management to streamline operations and enhance the guest experience. Key features include contactless check-in, communication inbox, automated message handling, and upselling tools.

SuiteOp

SuiteOp offers a solid platform for managing short-term rentals with a focus on operational efficiency and guest services. It enables hosts to handle bookings, manage check-ins, and provide personalized services, all while maintaining a reliable level of hospitality and control over their properties.

How to Choose the Right Guest App for Your Hospitality Business

When selecting a guest app for your hospitality business, consider these key traits to enhance operations and meet your needs:

Integrated Guest Communication

Embedded Upselling Tools

Customization and Branding

Choose a tool that provides options to customize the app with your branding, including logos, colors, social links, etc. Creating condition-based custom workflows is essential for tailoring the tool to the specific needs of your business operations.

Integration with Other Systems

Look into the compatibility with property management systems (PMS) and booking platforms like Airbnb, Booking.com, and VRBO. API integration with guest verification, smart locks and other smart devices, and other operational tools is important for a seamless experience.

AI Capabilities

Cost-Effectiveness and Scalability

The Onboarding Process

10 Questions to Ask When Choosing the Right Guest App

Selecting the perfect guest app for your short-term rental or boutique hotel involves careful consideration of various factors. Here are 12 essential questions to guide your decision:

1. Does the app offer comprehensive management tools?

Look for features that cover the entire guest journey, from booking and verification to check-in, stay, and checkout.

2. How does the app handle guest screening and verification?

Ask if the app supports secure and thorough guest verification, including ID checks and rental agreements.

3. Can the app automate key tasks?

Automation can save time and reduce manual workload. Ensure the app can automate tasks like messaging, check-in, and operational management.

4. What tools are available for guest engagement and communication?

Effective communication is key to a positive guest experience. Check if the app has integrated guest messaging tools.

4. Is the app easy to use and integrate with existing systems?

A user-friendly interface and seamless integration with your current property management system (PMS) are crucial.

5. Does the app support AI and personalization?

AI can enhance guest interactions and streamline operations. Verify if the app uses AI for automated, personalized communication and content creation.

6. What are the costs involved, and is it cost-effective?

Consider the app’s pricing and compare it to the value it brings. Look for apps that offer robust features at a reasonable cost.

7. How does the app manage security and guest data?

Security is vital for protecting guest information and ensuring smooth operations. Ask about features like secure access control and data protection measures.

8. Does the app support upselling opportunities?

Upselling can significantly boost revenue. Check if the app offers tools to promote additional services or experiences throughout the guest journey.

9. What are other users saying about the app?

User reviews and testimonials provide insights into the app’s real-world performance and reliability. Look for feedback on how well the app meets user needs and handles guest interactions.

10. What does the onboarding look like?

How long does the onboarding process take? How easy and streamlined it is? Is there a team that helps with setting up the account and creating custom workflows?

By asking these questions, you can ensure that you choose a guest app that meets your operational needs, enhances the guest experience, and provides good value for your investment.

Guest App Implementation Tips and Best Practices

To implement a guest app in a short-term rental business, set up every step of the guest journey. The main steps are: booking confirmation, guest verification and onboarding, upsells, digital check-in, in-stay, and checkout.

Guidebooks

​Creating comprehensive guidebooks about your property and neighborhood is time-consuming but essential. Use AI to generate detailed guidebooks quickly.

Upsells

Setting up upsells is crucial for additional revenue and 5-star reviews. Use upselling templates from platforms like Enso Connect, based on top performars’ best practices.

Branding and Access

Ensure the app reflects your brand and allows different access levels for team members.

Automate Messaging

Automate predictable messages such as booking confirmations, pre-arrival recommendations, welcome notes, upsell offers, etc.

Communication

​Use a unified inbox to consolidate guest interactions from various platforms into one central hub. This ensures timely and coherent communication, eliminating the need to switch between apps.

Personalization

Collect and use guest data to tailor communications and services. Personal touches, like greeting guests by name and acknowledging special occasions, can significantly enhance their stay.

Why do I Need a Third-Party Guest App if I Have it in My PMS

Takeaway 1: Immersive Experiences in Stays

Airbnb is clearly expanding its brand beyond traditional accommodations, taking its “experiential” offerings to new heights with the introduction of “Icons.” This new feature showcases the most extraordinary homes and experiences on the platform, hosted by celebrities and cultural icons.

Whether this move is a PR stunt or a strategic effort driven by a larger vision, it’s certainly capturing attention. High-profile listings like The Up House, X-Men Mansion, and Kevin Hart’s properties are not only sparking curiosity but also attracting a surge of new users to the platform. This initiative aligns with Brian Chesky’s vision of a ’10-star experience,’ where every detail of a guest’s stay surpasses expectations and creates unforgettable memories.

The introduction of “Icons” appears to be a strategic effort to redefine Airbnb’s brand, evolving it beyond merely providing places to stay. Over recent years, Airbnb has collaborated with major names like Disney and Pixar and introduced a variety of unique local tours and activities, including the famous Barbie house. These moves underscore Airbnb’s commitment to transforming the travel experience, making it more immersive and memorable, and reinforcing its position as a leader in experiential travel.

Other platforms are also recognizing the importance of this trend. HomeToGo, for example, has integrated local experiences through partnerships with Komoot and GetYourGuide. The company is offering guests the chance to book excursions and tours as part of their stay. This highlights the growing demand for unique, personalized experiences in travel.

Conclusion 1: Offer Experiences to Your Guests

Hop in the trend and start offering experiences to your guests. 

Takeaway 2: Take Control

Recently, Airbnb removed about 5K experiences to maintain high standards. This sudden move surprised providers who lost their listings. While this might improve the quality of Airbnb’s offerings, it shows how dangerous can be depending on a single platform.

And similarly to bookings, a direct channel should work better for upselling and experiences. Vacation rental operators can build direct relationships with local businesses or use platforms like Holibob and Viator. And if you want to make experiential offers seamless and simple for guests and your team, Enso Connect’s got you covered.

You can provide local experiences that guests will love. Working with local businesses directly, supporting the community, or connected through aggregators. And what’s cool about it, is that you keep the upsells money, without sharing it with Airbnb.

While platforms like Airbnb continue to set high standards for guest experience, vacation rental operators must diversify their offerings. You can build direct ties with local businesses or use aggregators that do all the work for you. This ensures you can offer authentic, memorable experiences, support the local community, and achieve greater financial independence.

Conclusion 2: Airbnb is leading the way in exceptional experiences for travellers. But it is not the only way to do this.

How to Elevate Operations With Hotel Guest Experience Software

In 2024, like many sectors, the hospitality industry is increasingly adopting digital solutions. They are looking to meet evolving guest expectations and operational challenges. Modern travelers look for easy-to-use technological connections and seamless experiences. 

Hotel guest experience software caters to these demands. These systems offer mobile check-ins, AI-driven concierge services, and customized upselling for a more well-rounded experience. Guest experience tools simply streamline operations. From pre-arrival operations to automated humanized communication, you can reduce costs and improve service delivery all in one. 

Contactless Operations: The New Normal in Hospitality

Simply put, the pandemic has accelerated the adoption of contactless solutions in hotels. It’s now a new standard in the industry. Hotel guest experience software’s contactless check-in/out capability is a prime example of this shift. 

Contactless operations eliminate the need for physical interaction at the front desk, addressing both safety concerns and operational inefficiencies. By reducing or eliminating face-to-face interactions, these solutions help mitigate health risks and enhance guest safety, which has become increasingly important in today’s environment.

Moreover, contactless check-in and check-out offer a significant boost in convenience and efficiency. Guests can complete their check-in process remotely before arriving, and check out at their convenience without having to queue at the front desk. This self-service approach not only reduces waiting times but also minimizes potential bottlenecks and congestion in common areas, contributing to a smoother and more streamlined guest experience.

Incorporating these technologies not only aligns with current safety standards but also meets the growing expectation for a seamless, modern travel experience. As contactless solutions become the norm, they set a new benchmark for guest convenience and operational efficiency in the hospitality industry.

Streamline Hotel Check-Ins with Smart Locks

The integration of smart locks with guest software allows guests to access their rooms through their mobile devices. Guests can bypass the front desk entirely, heading straight to their rooms upon arrival. This saves time and reduces crowding in the lobby area. 

Smart lock technology works seamlessly with hotel management systems, providing real-time updates and efficient management of room assignments and access permissions. This integration ensures that access credentials are always accurate and up-to-date, preventing any potential issues with room access and enhancing overall security.

By incorporating smart locks, hotels can offer a modern, convenient, and secure experience for guests while optimizing operational efficiency. The ability to manage access remotely and update permissions in real-time adds an extra layer of flexibility and control for hotel staff, further enhancing the benefits of this technology.

Simplify Checkouts: A Seamless Departure Experience

Hotel guest experience software provides cashless options for hotels. Guests can complete transactions and leave tips without the need for physical cash. This makes the checkout process quicker, more convenient, and secure for guests.

These digital platforms for hotels offer a contactless checkout process that boosts guest reviews, drives direct bookings, and saves housekeeping time​​. This system includes step-by-step checkout instructions to guide guests. Provide clarity on the departure process for a better guest journey​​. 

Additionally, guest experience software allows hotels to increase revenue by offering late checkout options for a fee, which can be included in automatic checkout messages. 

Automate Messaging Using Hotel Guest Experience Software

Automated communication features, such as checkout messages and a unified inbox, are pivotal components of advanced guest experience technology. These tools significantly streamline operations by automating routine inquiries and responses, allowing hotel managers to focus more on addressing specific guest needs and enhancing the overall guest experience.

Automated systems ensure that guests receive timely and relevant information at every stage of their stay. For example, automated checkout messages can provide guests with necessary departure instructions and any last-minute details, reducing the need for manual follow-ups. Similarly, a unified inbox consolidates all guest communications into a single platform, simplifying management and ensuring that no messages are missed.

These guest service systems also facilitate the delivery of personalized information through guests’ preferred communication channels. Whether it’s providing check-in instructions, offering local recommendations, or sending important updates, automation helps maintain a consistent and efficient flow of information. This enhances guest satisfaction by ensuring they have access to relevant details in a timely manner, making their stay more enjoyable and hassle-free.

By leveraging automated communication features, hotels can improve operational efficiency, reduce the workload on staff, and deliver a more personalized and responsive service to their guests.

Efficient Messaging with a Personal Touch | FREE TEMPLATES

Digital hotel guest experience platforms’ automated messaging provides a balance between efficiency and personalization. The software brings a personal touch by using AI sentiment recognition to understand guest queries. It can then provide appropriate responses. 

Here are examples of automated messages that can be sent using hotel guest experience software like Enso Connect:

Welcome Messages

Upon a guest’s arrival or check-in, they receive a warm welcome message that sets a positive tone for their stay. This personalized communication can include essential details about their stay, such as room number, Wi-Fi credentials, and check-out procedures, ensuring they have all the necessary information right from the start.

Additionally, the welcome message can be tailored to include personalized greetings based on the guest’s profile. For example, if the system recognizes a guest’s special occasion, such as a birthday or anniversary, the message can include congratulatory notes or special offers. If a guest is a repeat visitor, the message can acknowledge their loyalty and highlight any preferences noted from previous stays.

This personalized approach not only enhances the guest experience by making them feel valued and recognized but also helps in setting expectations and providing a smooth transition into their stay. By addressing guests personally and providing relevant information from the moment they arrive, hotels can create a memorable first impression and foster a sense of welcome and care.

TEMPLATE MESSAGE:

Welcome to [Hotel Name], [Guest’s Name]! 

We’re delighted to have you with us. Your room [Room Number] is ready for you. For any assistance, please feel free to reach out. 

Enjoy your stay!

[Hotel Manager]

Local Recommendations

Guests can receive tailored suggestions for local attractions, dining options, or events right through their digital communication channels. By analyzing guest preferences or past visits, recommendations can be customized to align with their interests.

For instance, if a guest has previously shown interest in culinary experiences, they might receive suggestions for the best local restaurants or food festivals happening during their stay. If a guest enjoys outdoor activities, recommendations might include nearby hiking trails, parks, or recreational events.

This personalized approach ensures that the recommendations are relevant and engaging, enhancing the overall guest experience. By providing guests with curated options that match their interests, hotels can help them make the most of their stay and create memorable experiences that go beyond the property itself.

Additionally, integrating real-time information about local events or special offers can further enrich the guest experience, encouraging them to explore the area and enjoy all that the destination has to offer. This not only adds value to their stay but also positions the hotel as a knowledgeable and attentive host, dedicated to enhancing their visit.

TEMPLATE MESSAGE:

Hi [Guest’s Name], explore the best of our locale! We recommend checking out [Local Attraction] and dining at [Restaurant Name]. Visit [Event Name] for a memorable experience. Enjoy your adventure! 

Checkout Instructions

As their stay comes to an end, guests receive automated checkout instructions to facilitate a seamless departure. The message provides crucial details such as the designated checkout time, clear instructions for leaving the room (e.g., where to leave keys, handling any used amenities, or any required cleaning procedures), and guidance on how to finalize the billing process.

Moreover, the automated communication can offer options for late checkout if the hotel’s policy allows it. Guests can easily request an extended stay through the same platform, which enhances their convenience and accommodates varying travel schedules.

This streamlined approach ensures that guests are well-informed and prepared for checkout, minimizing any potential confusion or last-minute issues. By automating these instructions, hotels not only enhance the guest experience but also improve operational efficiency by reducing the need for manual interventions and last-minute coordination at the front desk.

TEMPLATE MESSAGE:

Dear [Guest’s Name], your checkout is scheduled for [Time]. Please leave your key in the room or at the front desk. Interested in a late checkout? Let us know!

Room Service Prompts

Automated messages can enhance the guest experience by suggesting room service options at relevant times throughout their stay. For instance, in the morning, guests might receive a prompt highlighting breakfast menus and special dining deals available for room service. These messages can be timed to coincide with meal times or based on guest preferences, ensuring that guests are aware of convenient dining options without needing to ask.

Similarly, during other times of the day, automated messages can inform guests about lunch or dinner specials, themed dining experiences, or exclusive offers. This proactive approach not only keeps guests informed but also encourages them to make use of the hotel’s amenities, potentially increasing guest satisfaction and boosting revenue from room service.

By delivering these suggestions through automated messages, hotels can provide a more personalized and convenient service, enhancing the overall guest experience while optimizing the utilization of their dining facilities.

TEMPLATE MESSAGE:

Craving something delicious, [Guest’s Name]? Check out our room service menu for breakfast specials and exclusive dining offers. Order directly from your room phone!

Housekeeping Schedules

Guests can be kept informed about the housekeeping schedule through automated messages, which can detail the standard cleaning times and procedures. Additionally, guests have the option to request additional housekeeping services or specify preferred times for cleaning based on their individual needs and preferences.

For instance, guests might receive a message in the morning outlining the planned housekeeping times for that day. They can easily request extra services, such as additional towels, toiletries, or a specific cleaning time that suits their schedule, directly through the automated system. This flexibility ensures that housekeeping services are tailored to each guest’s preferences, enhancing their comfort and satisfaction.

By incorporating these options into automated communications, hotels can streamline housekeeping operations, reduce the need for manual coordination, and improve overall guest convenience. This approach also helps in maintaining a high level of cleanliness and service without disrupting guests’ plans or routines.

TEMPLATE MESSAGE:

Good morning [Guest’s Name], our housekeeping will visit around [Time]. Need additional services or a different time? Just let us know and we’ll arrange it. 

Feedback Requests

After their stay, guests can receive automated messages requesting feedback, which helps hotels improve their services and gather valuable reviews. These messages can be thoughtfully timed to reach guests shortly after their departure, ensuring that their experience is still fresh in their minds.

The feedback request can include a brief survey or a link to a review platform, allowing guests to share their thoughts on various aspects of their stay, such as room comfort, service quality, and overall experience. Personalizing the message to express appreciation for their stay and encouraging honest feedback can increase response rates and provide more actionable insights.

By systematically collecting and analyzing guest feedback, hotels can identify areas for improvement, address any issues promptly, and enhance the overall guest experience. Positive reviews can also be leveraged to build credibility and attract new guests. This approach not only fosters a culture of continuous improvement but also strengthens relationships with guests by showing that their opinions are valued and acted upon.

TEMPLATE MESSAGE:

Thank you for staying with us, [Guest’s Name]. 

We’d love to hear about your experience. Please take a moment to provide your valuable feedback [Link/Method]. Your insights help us improve!

Thank you again, 

[Hotel Manager]

These templates can be customized to fit your hotel’s specific branding and communication style using the software’s automated messaging. You can also create automated messages for upselling solutions. 

Drive Revenue with Smart Upselling

Hotel guest experience management platforms like Enso Connect excel in driving revenue through personalized upselling. The platform identifies opportunities to offer additional services and experiences to guests. These could range from room upgrades to special dining experiences or car rentals with Turo.

For instance, Enso Connect can recommend room upgrades to guests who frequently book suites or suggest special dining experiences to those who have shown an interest in gourmet cuisine. The platform can also propose relevant services such as spa treatments, exclusive tours, or car rentals through partnerships with services like Turo.

By analyzing guest data and historical interactions, Enso Connect ensures that upsell offers are both timely and highly relevant, increasing the likelihood of acceptance. This personalized approach not only enhances the guest experience by adding value but also boosts hotel revenue through strategically targeted promotions.

Moreover, the platform can automate these upselling opportunities, ensuring that they are seamlessly integrated into the guest journey without requiring additional manual effort from the hotel staff. This efficiency allows hotels to maximize revenue potential while maintaining a high level of guest satisfaction.

Examples of Upselling Ideas for Boutique Hotels

The secret to effective upselling is all about timing and personalization. Digital hotel guest software allows you to pitch the perfect upsell at the most opportune moment. This could be anything from a room upgrade, a special dinner package, or even a partnership deal with local attractions. 

Mid-Stay Room Upgrade: Offer guests staying for extended periods a room upgrade halfway through their stay. This can be automated based on the length of their booking.

Local Culinary Experience: Partner with local restaurants to offer exclusive dining experiences. Guests can book these directly through the digital guest platform.

Spa and Wellness Packages: Upsell spa or wellness packages to guests looking for relaxation, using their booking preferences and past behavior to gauge interest.

Adventure Tours and Local Experiences: Collaborate with local tour operators to offer adventure packages or cultural tours, upselling these experiences based on guest interests.

By targeting these offers to align with what the guest is likely to enjoy, you boost your revenue and the guest’s overall experience. Keep reading on how to further enhance revenue-driving opportunities. 

Automate and Customize Hotel Operations

Digital hotel guest tools like Enso Connect have custom automations and workflows designed around the “If this then that” process. These multi-lingual automations allow boutique hotels to create a series of actions that are triggered only if certain conditions are met. This feature is highly beneficial throughout the guest journey. Hotel operators can leverage data gathered from the guest’s stay to create a hands-off yet personalized experience.

Increase Revenue with Mid-stay Cleaning Upsells

Imagine a hotel guest who has booked a stay for more than 10 days. Using custom automation the guest software identifies this longer stay and triggers a specific action.

Automation

When: 3 days after the guest checks in.

If: The guest’s length of stay is greater than 10 days.

Then: The system automatically provides an offer for a mid-stay cleaning service.

This automated upsell adds convenience for the guest and presents an opportunity for the hotel to generate additional revenue. It’s a thoughtful touch that enhances the guest’s experience, especially for extended stays. Demonstrate the hotel’s commitment to comfort and cleanliness.

Streamline Hotel Guest Verification and Data Collection

Security and trust are the main focus of guest data management. Hotel guest experience systems offer guest screening verification by the data they collect. Receive anything from basic name and contact details to advanced photo ID verification. Platforms like Enso Connect have partnered with guest verification systems like Autohost and Superhog to thoroughly check guests’ backgrounds. Watch the above video to learn more about the complete digital guest experience. 

Balance Convenience with Security Using Custom Fees 

A feature of hotel guest technology is the ability to handle security deposits or damage waivers electronically before guest arrival. Rental agreements can also be sent electronically to guests for pre-arrival filling and signing. This adds another layer of security and record-keeping for the hotel management team. 

Customizable Security Deposits and Damage Waivers

Hotels can automate the collection of security deposits or non-refundable damage waivers before guests check-in. This process secures the hotel property against potential damages and streamlines the financial handling. 

Dynamic Pet Fees

For guests traveling with pets, hotels can set up a pet fee. This could be a flat fee or a per-night charge, depending on the hotel’s policy. Implementing pet fees accommodates pet owners and also helps the hotel cover additional cleaning or maintenance costs associated with pet stays.

Special Service Charges

Hotels can introduce charges for special services like early check-ins, late check-outs, parking, or high-speed Wi-Fi access. These charges can be automatically applied based on guest preferences or requests.

Seasonal or Event-Based Fees

During peak seasons or local events, hotels can implement additional fees to capitalize on higher demand. This strategy helps in maximizing revenue during busy periods while also managing guest expectations.

Customization Based on Guest History

Repeat guests or VIP clients can be offered special rates or waived fees as a part of loyalty programs. This customization can drive revenue while fostering guest loyalty. 

Boutique hotels can create a more personalized, efficient, and profitable operational model. Using a digital guest system meets the diverse needs of guests and adds value to the hotel’s offerings in a competitive market. 

Full Guest Experience Management for Hotels 

Guest experience systems for hotels transform the entire guest journey in hotels, from booking to post-stay. All through the guest’s mobile device. 

Imagine a guest booking a room: they receive a personalized confirmation and a digital boarding pass. Before arrival, they complete a secure, hassle-free check-in process online. During their stay, guests enjoy tailored room settings and local activity suggestions. Checkout is a breeze with cashless payment options. 

Provide hotel guests with a seamless and memorable journey from start to finish using guest experience software like Enso Connect.

How Enso Connect Can Help

Discover the future of hospitality and streamline and personalize hotel guest service. Enso Connect’s innovative guest journey software transforms boutique hotels. Welcome a new era of guest hospitality with contactless check-ins, automated messaging, and strategic upsells. 

Book a demo today.

How Digital Guidebooks Improve The Guest Experience

Guidebooks played a key part in the guest’s experience while staying at a vacation rental property. These detailed books serve as the go-to source for guests to acquaint themselves with the property and its surroundings. Guidebooks typically contained a wealth of information from detailed instructions about the property, such as how to use appliances and electronics, to recommendations for local dining, shopping, and attractions. They often included house rules, emergency contact numbers, and tips for exploring the local area.

Physical guidebooks are typically placed on coffee tables of the vacation rental, readily available for guests when they arrive, however, digital guidebooks are readily available for the duration of the stay from booking to check-out.

The Rise of Digital Guidebooks

The evolution from traditional to digital guidebooks in vacation rentals marks a significant shift in the hospitality industry. Initially, vacation rentals offered physical guidebooks, often placed on coffee tables or in common areas. These guidebooks contained essential information about the property, local attractions, and recommendations for guests. However, they had limitations in terms of the ease of updating content and the convenience for guests. 

Challenges and Limitations of Physical Guidebooks

• Updating Content: One of the most significant limitations of physical guidebooks was the difficulty in keeping them up-to-date. Changes in property details, new local attractions, or updated recommendations required reprinting and redistributing the guidebooks, which was not only time-consuming but also costly.
• Wear and Tear: Physical guidebooks were susceptible to wear and tear. Frequent handling by guests could lead to damaged pages, making the information less accessible or presentable. This necessitated regular replacements to maintain quality.
• Limited Information: Given their static nature, physical guidebooks could only provide a finite amount of information. Expanding content to include more extensive local knowledge or updates was often impractical due to space and printing constraints.
• Environmental Concerns: From an environmental perspective, the need for frequent reprinting and the use of paper posed sustainability concerns, which became increasingly important to both property managers and environmentally conscious guests.
• Accessibility Issues: Guests had to physically be on the property to access the information, which meant they couldn’t plan or familiarize themselves with the property or area in advance of their stay.
• One-Size-Fits-All: Personalization was limited to physical guidebooks. Customizing information to suit the specific interests or needs of each guest was virtually impossible, which meant that the guidebooks often had a generic feel.

The traditional use of physical guidebooks, while effective in their time, faced these challenges, paving the way for the adoption of digitized guides. 

Transitioning to digital guidebooks, like Enso Connect, helps overcome these challenges and brings a new level of guest empowerment. Enso’s digital guidebooks are designed for self-service, giving guests the freedom to explore and discover at their own pace. This shift to digital guidebooks is about offering guests independence and an improved, personalized experience, right from their smartphones. 

Key Benefits of Digital Guidebooks in Vacation Rentals and Hospitality

These innovative tools are redefining how guests interact with their rental environment and local surroundings. Aside from being simple to use, here are key benefits digital guidebooks bring to the table, each contributing to a more simplified, enjoyable, and improved guest experience.

• Real-Time Updates and Accuracy: Digital guidebooks allow for immediate updates, ensuring guests always have the most current information. Maintain accurate content about property details, local attractions, or any changes in the area.
• Customizable Experiences: These guidebooks can be tailored to individual guest preferences or specific types of travellers. For example, families can receive recommendations for kid-friendly activities, while adventure seekers might get tips on local adventure sports.
• 24/7 Accessibility and Convenience: Guests can access digital guidebooks at any time, from any device, providing them with the convenience of planning and accessing information both before and during their stay.
• Interactive Engagement: Incorporating interactive elements such as videos, hyperlinks, and images, digital guidebooks engage guests more effectively, offering a richer and more informative experience.
• Eco-Friendly Option: By eliminating paper use, digital guidebooks are a sustainable choice, aligning with the growing trend towards eco-conscious travel and reducing the carbon footprint of the hospitality industry.
• Cost-Effective and Economical: Transitioning to digital guidebooks saves costs associated with printing, updating, and maintaining physical copies, making it an economical option for property managers.
• Multilingual Support: They can be easily adapted to various languages, making them accessible to a wider range of international guests, thereby enhancing global appeal and inclusivity.
• Data Collection and Insights: Digital guidebooks can provide valuable insights through data analytics, helping property managers understand guest preferences and behaviours for improved service delivery.
• Simplifying Guest Communication: They reduce the need for guests to contact the host for basic information, streamlining communication and enhancing guest independence.
• Safety Information: In the digital format, it’s easier to update and disseminate important safety information and emergency procedures. 
• Guest Reviews and Feedback: By providing comprehensive, easily accessible information and personalized content, digital guidebooks contribute to higher guest satisfaction, often leading to better reviews and positive feedback.

Enso Connect’s Digital Guidebook

Enso Connect stands at the forefront of the vacation rental and hospitality industry, with its state-of-the-art Digital Guidebook. Enso’s digital guides stand out in the industry, offering unparalleled features. These guidebooks are not only easily accessible but they also integrate seamlessly with various property management systems, bringing a new level of efficiency and user-friendliness to the hospitality sector. 

Seamless Integration with Property Management Systems

A standout feature of Enso Connect’s Digital Guidebook is its seamless integration with various property management systems (PMS). This integration facilitates a smooth flow of information, ensuring that property details, guest services, and local recommendations are always current and consistent across all platforms.

Ease of Access and User-Friendly Interface

Enso Connect prioritizes user experience, evident in the Digital Guidebook’s intuitive design. Guests can effortlessly access the guidebook on any device, ensuring they have all the information they need at their fingertips. This ease of access extends from pre-arrival planning to on-site navigation, making every stage of the guest journey more comfortable and informed.

Customization and Personalization

The platform offers a high degree of customization for property managers and homeowners to tailor content to match the unique character of their properties and the specific needs of their guests. 

Real-Time Content Updates

With the ability to update content in real-time, Enso Connect connects guests with access to the most up-to-date information. This feature is important for maintaining accuracy, especially in locations where local events and attractions might change frequently.

Multilingual Support

Enso Connect’s guidebooks support over 200 languages, making them ideal for international guests. This feature is for properties looking to attract a diverse range of visitors​.

Increase Revenue and Marketing 

The digital guidebook serves as an effective revenue-building and marketing tool, providing opportunities to promote upsells and additional services, special offers, or local partnerships directly to guests.

Rich and Interactive Content 

Digital guidebooks by Enso Connect allow for the addition of rich media like pictures, logos, URLs, and videos, giving a better interactive experience for guests. 

Ease of Guidebook Creation and Management

Enso Connect provides a powerful editor for designing guidebooks, allowing for the management of complex configurations and instant publishing of updates. It’s easy to use, create, and update and guide. 

Sustainable 

The digital format of Enso Connect’s guidebooks reduces the reliance on paper and contributes to more environmentally responsible tourism.

Analytical Insights

Enso Connect’s platform also offers analytical insights, helping property managers understand guest behaviour and preferences to continuously improve offerings and guest experiences.

Personalization and Automation with Enso AI

The power of EnsoAI takes these guidebooks a step further. Imagine a guidebook that intuitively aligns with your guests’ specific interests. For instance, if the guests if the guest travel reason is a bachelorette party, Enso AI can automatically write and tailor the guidebook to highlight the best local bars and party spots. This level of personalization ensures each guest’s experience is unique and memorable.

Enso AI empowers property managers to offer guidebooks that are not just informative but also deeply aligned with the unique preferences and purposes of each guest. 

Personalized Content Based on Guest Profiles

Enso AI can analyze guest profiles and preferences and ensure that guests receive information and recommendations most relevant to their specific type of visit. This personalization could include adding guests’ names to welcome guidebooks automatically, which is a significant convenience for property managers​. 

Automation in Guidebook Creation

One of the most significant advantages of Enso AI is its ability to automate the customization process. Based on the travel reasons inputted by guests during booking, Enso AI dynamically alters the guidebook’s content to match their specific needs.

Real-Time Updates and Suggestions

Enso AI’s capability extends to providing real-time updates and suggestions. If a new trendy restaurant opens or a special event is happening in the vicinity, Enso AI can incorporate this information into the guidebook, providing guests with the latest recommendations at their disposal.

Feedback and Learning Loop

Enso AI can also gather feedback from guests about the usefulness of the guidebook recommendations, allowing for continuous learning and improvement of the content provided.

Examples of Tailored Guidebooks

You can customize guidebooks based on certain travel reasons, experiences, and automation.

• Family Vacations: The guidebook can be tailored to include family-friendly activities, local parks, kid-friendly restaurants, and information about child safety in the area.
• Business Travelers: For guests travelling on business, the guidebook can focus on providing information about nearby conference centers, recommendations for quiet workspaces, and convenient dining options for business meetings. 
• Adventure Seekers: For guests who love adventure, Enso AI can customize the guidebook to include local adventure sports, hiking trails, and outdoor excursions. It could also suggest the best spots for activities like rock climbing, kayaking, or mountain biking.
• Bachelorette Parties: For bachelorette or bachelor parties, Enso AI can customize the guidebook to showcase the best local bars, nightlife hotspots, and entertainment venues suited for a memorable celebration.
• Cultural Enthusiasts: The guidebook can highlight museums, historical landmarks, art galleries, and cultural events happening in the area For those interested in local culture and history. It can also suggest local tours that provide deep dives into the region’s heritage.
• Foodies: For those who are passionate about trying local cuisines, the guide can be tailored to include top-rated local eateries, food tours, culinary workshops, and information about farmers’ markets or local food festivals.
• Wellness Seekers: You can recommend local yoga studios, spas, wellness retreats, and health-oriented cafes for guests seeking a wellness-focused stay. It might also include tranquil spots for meditation and relaxation.
• Romantic Getaways: An Ensoi AI guidebook can suggest intimate dining spots, romantic viewpoints, couples’ activities, and local experiences like wine-tasting or sunset cruises for those seeking a romantic experience. 
• Shopping Lovers: You can include information about local shopping districts, boutique stores, shopping malls, and unique local crafts and souvenirs.
• Festival Goers: For guests visiting a specific festival or event, the guidebook can provide detailed information about the event, transportation tips, best viewing spots, and related activities in the area. 

Provide A Better Guest Experience

Digital guidebooks transform the guest experience in vacation rentals into something exceptional, contributing to a more satisfying, efficient, and personalized stay. Instant access to a wealth of information, from Wi-Fi passwords to local gems, empowers guests to make the most of their stay. Their impact is seen in various aspects of the guest journey:

• Immediate Access to Information: One of the standout features of digital guidebooks is the immediate access they provide to guests. From the moment of booking, guests can learn about their rental and surrounding area, all from their digital devices. This accessibility is particularly beneficial for guests planning their activities or needing quick answers about the property.
• Local Recommendations Specific to the Guest: Whether it’s suggesting family-friendly activities, romantic dining spots, or adventure sports, these guidebooks can be customized to enhance the individual experience of each traveller, making their stay more memorable.
• Up-to-date Content: The dynamic nature of digital guidebooks allows for content to be constantly updated, ensuring that guests have the latest information at their fingertips. This is especially important for providing details about new local attractions, changes in operating hours of nearby facilities, or even last-minute event announcements.
• Interactive and Engaging: Unlike static printed guidebooks, digital versions can include interactive elements such as maps, videos, and links making it more engaging and richer content. 
• Ease of Use and Convenience: Easy navigation and intuitive design mean guests can find what they need quickly and without hassle.
• Building Trust and Confidence: By providing easily accessible information, digital guidebooks help build trust between the guest and the host. Guests feel more confident about their stay, knowing they have all the necessary information readily available. 
• Language Accessibility: For international guests, the ability of digital guidebooks to offer multilingual support is a significant advantage, breaking down language barriers and making guests feel more welcome.

Operational Efficiency for Property Managers

For property managers, the shift to digital guidebooks is a breath of fresh air. These tools significantly reduce the volume of guest inquiries and streamline and allow for effortless content updates. Their impact addresses several operational challenges faced by property managers and owners. 

Reduced Workload in Guest Communications

One of the most significant benefits is the reduction in workload, especially in terms of guest communications. Digital guidebooks provide guests with all the information they might need, substantially decreasing the frequency of basic inquiries and questions. This allows property managers to focus on more critical aspects of their operations, enhancing overall productivity.

Ease of Updating Information

Unlike traditional printed guidebooks, digital versions can be updated swiftly and at any time. This ease of updating is particularly beneficial for properties with frequently changing information, like new amenities, services, or local events. It eliminates the need for reprinting and redistributing physical guidebooks, saving both time and resources.

Integration with Other Digital Tools and Systems

Digital guidebooks can be integrated with various property management systems and other digital tools. This integration streamlines various aspects of property management, from booking to guest services. For instance, integration with a booking system can allow for automatic customization of the guidebook based on the guest’s profile or booking details.

Guest Service Management

With digital guidebooks, property managers can provide a higher level of service. They can include detailed instructions for property amenities, local recommendations, and safety guidelines, ensuring guests have a comfortable and well-informed stay. This level of detail enhances the guest experience, reflecting positively on the property’s reputation.

Data Analytics for Improved Insights

Many digital guidebook platforms offer analytics features, providing valuable insights into guest preferences and behaviours. This data can be instrumental in making informed decisions about property improvements, marketing strategies, and guest services enhancement.

Cost-Efficiency

By eliminating the need for physical materials and the associated costs of printing and distribution, digital guidebooks are a more cost-effective solution. They also reduce the manpower required for guidebook maintenance and updates.

Sustainability

The shift to digital guidebooks aligns with eco-friendly practices by reducing paper use, which is increasingly important to both property managers and guests who are conscious of their environmental impact.

Improve The Guest Experience With Digital Guidebooks

With the advent of digital technology, the industry witnessed a transition to digital guidebooks. Digital guidebooks provide guests with instant access to a wealth of information right on their devices. You can improve the guest experience by offering accessible and interactive content and simplifying operations for property managers.

The future of digital guidebooks in the hospitality industry is set for growth, driven by augmented and virtual reality, AI-driven personalization, and a focus on sustainability. Being able to integrate guidebooks with smart home technology, advanced analytics, and increased accessibility will make them more interactive, inclusive, and efficient. 

Whether you’re looking to increase guest satisfaction, streamline your operations, or just stay ahead, digital guides are the future of guest experience!

How Enso Connect Can Help

At Enso Connect, we understand that time is of the essence for property managers. That’s why we’ve developed a powerful and intuitive editor for our digital guidebooks. Managing and distributing your guidebook content is now as easy as a few clicks, with the flexibility to preview and publish updates instantly. This ease of use ensures that your guidebooks are always up-to-date, accurate, and tailored to your guests’ needs.

We invite you to book a demo of Enso Connect and explore how our digital guidebooks and other innovative solutions can transform your vacation rental business. Witness first-hand how Enso Connect can elevate your guest experiences and streamline your operations.

Book a Demo of Enso Connect Today.

Learning Outcomes for Vacation Rental Operators

• Understand the technology landscape and identify the specific issue they may have in their own business
• Create a framework for addressing and navigating the technology fragmentation in a practical way today to improve business operation.

Speakers

JOHN AN, CEO, TechTape – Moderator 

John’s company TechTape aims to streamline operations for vacation rental businesses by enhancing existing systems and integrating cost-effective, user-friendly solutions. John is also a short-term rental operator, and understands first-hand the complexities of disjointed hospitality tech. He’s also recognized as an expert in revenue management.

PIERRE-CAMILLE HAMANA, CEO, Hospitable.com

With over 80,000 connected listings on the platform, Hospitable never wanted to become a PMS. Automation is what the company is known for. The best service they offer is guest experience products that automate all communication with guests and facilitate direct bookings. The company is mostly focused on property owners.

FRANCOIS GOUELO, CEO & CoFounder, Enso Connect

Francois offers a distinctive perspective on addressing fragmentation in hospitality technology. He champions the “connect VS rip and replace” strategy, empowering operators to select tools that align with their unique business requirements. These tools can then be effortlessly integrated into a custom tech stack, designed specifically for individual hospitality businesses. This vision is the foundation of Enso Connect.

LUCA ZAMBELLO, CEO, Jurny

Luca has a track record of expanding a short-term rental management business to 300 units across five cities. However, at some point technology became a challenge. He spent considerable time integrating various solutions to scale operations. This led him to create his own product, differing from industry norms – Jurny. Today, he is eager to chat with the STR community about tech fragmentation and potential solutions.

Background

The short-term rental market in the United States boasts a staggering value of $90B, and globally, it reaches an impressive $172B. This industry is not only thriving but is also characterized by its entrepreneurial spirit. This dynamism has given rise to a plethora of technology solutions, each aiming to address the unique challenges faced by operators. However, this surge in innovation has also led to a highly fragmented landscape. With over 500 property management software (PMS) options available worldwide, there’s a maze of products, many of which have overlapping features. The primary challenge is that these solutions often operate in silos, lacking seamless integration with one another.

Different approaches to the hospitality tech fragmentation problem

Jurny’s approach 

There are two main issues. Firstly, there’s an overload of solutions, many of which serve similar purposes but with slight variations. This is problematic. Secondly, when we began our journey as property managers and founded Jurny, we noticed that these solutions weren’t designed to integrate seamlessly. In reality, property managers don’t just need one tool like a pricing software, guest verification system, channel manager, or a PMS. They need all these tools to function cohesively, sharing and relaying information. But the industry hasn’t been set up this way.

We’ve seen various approaches to address this, but our strategy was unique. We reached out to partners with the purpose of selecting one partner per category. We believed that property managers first needed to decide on their tech stack and then integrate these solutions for optimal performance. Drawing from our decade-long experience in the industry, we chose partners and urged them, without being too forceful, to adapt their APIs for two-way communication. This allowed us to consolidate everything into a single dashboard. Essentially, a unified ecosystem did not exist, until now. And even now, it’s not universally available due to various software providers’ limitations.

Another issue is that many systems are outdated. When the industry was in its infancy, there weren’t many solutions. Many of the existing Property Management Systems (PMSs) are over a decade old. They were built for a different era, and the industry has since evolved, leading to the current fragmentation as a result.

Enso Connect’s approach 

A controversial perspective I hold is that the main issue with fragmentation is that we view it as a problem. Tech companies offer a range of services, from guest verification to upsells and guest applications. This expansion is driven by various tech players, leading to interconnected marketplaces. However, the challenge arises when businesses have to manage multiple logins, vendors, and understand the interdependencies of various tools, especially as they grow.

Many systems claim to be all-in-one solutions, which can be misleading. It’s essential to recognize that different departments use different tools. For instance, my tech team doesn’t use the same tools as my sales team. The challenge for property managers is centralizing information from these diverse departments.

Tech Tape’s approach 

Each management company’s operations are unique because there is no formal education on operating a short-term rental business. So, a tool that may be perfect for one operator can be terrible for another operator. The fragmentation is positive in that there are a lot of different options for each unique operator to select from. However, most are not integrated and do not talk to each other.  The core issue in the near-term horizon is that these tools don’t communicate seamlessly. As a result, either the work has to be completed manually, or the same data exists in multiple places, causing inefficiencies. From a property manager’s perspective, the goal is to ensure these tools can interact in a coherent workflow. The endgame is to avoid having the same data scattered across different platforms, which complicates operations. For the long-term perspective, our industry needs more infrastructure-type solutions that unifies core functionality so that we don’t continuously reinvent the wheel.

Hospitable’s approach 

Communication is crucial. To give some perspective, in our company, we have 127 software contacts for a team of 57. These numbers surprised me. Like many companies, we struggle with managing customer data. What’s unique about our industry is how OTAs have set up a system where the main customer data source integrates primarily with property management software. These softwares then connect with numerous third-party service providers.

A couple of years ago, we might have thought there was a leading solution. But there’s still no clear frontrunner. This results in repetitive work and constant reinvention for both operators and software providers. The industry lacks a system that encourages easy data sharing to maximize its value. This is unlike any other sector I’ve seen. Industries like healthcare or finance might have data restrictions, but vacation rental isn’t that heavily regulated. 

Airbnb Direct Integration: The Story   

From the very beginning the goal of Enso Connect was to digitize the guest experience. One of the first questions was about Airbnb partnership. Realizing the importance of this partnership to access reservation data, the co-founders tried to collaborate with Airbnb. However, their API, which is essential for accessing such data, was restricted.

The workaround was found on Reddit—a working API key. For two months, they accessed Airbnb’s data, thinking this was their breakthrough. But soon, Airbnb’s security team blocked it. Francois approached Airbnb’s Toronto office in person, hoping to resolve the issue. They asked the startup to return when they had more properties. That was a catch-22: how could they get more properties without Airbnb access?

The solution was to connect through Property Management Systems, the only platforms Airbnb recognized. To clarify, OTAs like Airbnb typically allow only one system to connect to their platform. This limitation means that even if you have innovative tools to enhance your business, integration is challenging. Thankfully, Airbnb has recently allowed integration with Enso Connect, along with other companies on this panel. However, there’s still much work needed to streamline data flow in the industry, from booking channels to third-party integrations.

Did PMS stop innovating?

Luca shared his view that many Property Management Systems (PMS) have fallen short of their responsibilities. Throughout my tenure as a property manager, he has switched between five different PMS. Most large-scale operators, managing anywhere from a few units to 400-500, have changed their PMS at least three times and are still unsatisfied with their current system.

Luca believes many PMS, especially the older, legacy ones, have ceased to innovate. They should be centralizing and managing data, demanding comprehensive information from their partners. This is their primary role.The successful PMS of the future will recognize and address this. Otherwise, solutions like Enso Connect will either have to connect directly with platforms like Airbnb, missing out on other opportunities, or collaborate with entities that truly understand this challenge.

What Slows Down Innovation in the Hospitality Industry?

Companies like Enso Connect often rely on Property Management Software (PMS) APIs to access essential data. For startups like Enso, their primary goal is to access this data to provide value to their customers. However, their main focus isn’t necessarily to feed data back to enhance the user experience of the original PMS. As a result, PMS users don’t get a comprehensive, centralized data source, which the PMS should ideally provide.

In recent years, many PMSs have struggled to innovate. They’re burdened by numerous existing integrations, making it challenging to adopt new technologies. For instance, while there are advancements in areas like smart locks and OpenAI’s ChatGPT implementation, many PMS lag in incorporating these. This delay often stems from their desire to maintain their current integrations and monetize new features, which can hinder collaboration and innovation.

The Universal API VS Distributed Solution  

While discussing tech issues might seem irrelevant to property managers, it directly impacts you. When choosing vendors and solutions, we’re constrained by the data we can sync from channels and OTAs. A rising trend is the emergence of API-first companies that aim to enhance tool interconnectivity. But a challenge remains: where is all this data centralized?

Most often, it’s in the PMS. Few resort to platforms like Google Drive, Notion, or Excel sheets as their primary data source. I encourage property managers to view their operations both as a tech and hospitality venture. The tech landscape might get more chaotic before it simplifies. Instead of waiting for a single entity to create a universal API, which could stifle innovation, a distributed solution seems more viable. This approach promotes diverse innovations rather than confining them to one standard.

4 Ways to Defragment the Hospitality Industry: Pros and Cons 

We see five main ways of how the hospitality industry starts to defragment. These ways are: consolidation via acquisition, integrations via marketplaces, white-labels and semi-custom builds. 

Consolidation via Acquisition

We are talking about larger companies acquiring smaller operators, consolidating the tech landscape. While the primary reason might be to integrate that technology internally, sometimes it’s to eliminate competition or acquire their customer base. This consolidation can lead to a unified platform, but it might also limit the available tech solutions for business operations.

Integrations via Marketplaces

Currently, our industry is buzzing with the trend of marketplaces. Various companies are collaborating to create these platforms where property managers can select from multiple software options, be it for pricing, accounting, communication, upsells, etc.. While this provides choice, a downside is that the Property Management System (PMS) is a gatekeeper. PMS controls which software gets listed, limiting the options available to users.

White label 

White labeling involves a company’s internal decision on partnerships and product alignment, echoing what Luca mentioned. To clarify, none of us here are focused on acquisitions but rather on different kinds of integration.

Semi-Custom Builds 

Another current approach, though not a long-term solution, involves semi-custom builds. This method links multiple tools that don’t naturally communicate, creating workflows that allow them to function together. This way, you can choose the tools you prefer without the PMS limiting your options.

Which way of defragmentation is the best? Expert views  

Luca admits he’s biased, as his company leans heavily towards white labeling. As a property manager himself, his goal was simplification. Achieving scalability often requires simplification first, which is ironically complex. His company, Jurny, provides a great example for this. They’ve streamlined the user experience, but the underlying processes are intricate. Ultimately, they prioritize the user experience. Luca believes that 80% of the market will eventually adopt this approach, though others might disagree.

Francois notes that companies are acquired for various reasons, from financial struggles to strategic decisions. He observes that many private equity moves in the vacation rental sector seem more profit-driven than focused on genuine innovation. 

When property managers evaluate tech solutions, Francois believes it’s crucial to understand their primary needs. Often, he sees operators adopting various tech solutions without considering how they fit into their business’s infrastructure. He points to the success of platforms like Hubspot and predicts a rise in Zapier-like functionalities in the vacation rental industry. Given the unique needs of each property management company, owner, and guest, he feels that one-size-fits-all solution often falls short.

Francois finds the idea of integrating advanced technology, white labeling, and offering a marketplace compelling. The industry is inherently fragmented, mirroring the diverse operations of property managers. Hence, the tech stack should be adaptable to cater to these unique hospitality requirements. Rather than endorsing a single approach, Francois feels a combination of strategies will define the industry’s future digital landscape.

Luca has spent countless hours researching the best providers, only to find that many in the industry avoid taking responsibility when issues arise. This lack of accountability frustrates him, as he feels the industry has shielded itself instead of addressing core problems. In his view, the main issue with marketplaces and many PMSs is the lack of ownership and responsibility.

Pierre-Camille pointed out the risks of over-consolidation, using Amazon’s dominance in the book market as an example. He noted the potential risks of the entire vacation industry relying on a single platform. He believes the vacation management software market shouldn’t be dominated by one major player, especially given the diverse needs of different market segments.

Drawing a parallel between Slack and Discord, he highlighted how similar products can cater to different user bases. He lamented the industry’s focus on acquiring listings rather than enhancing user experience.

Discussing integration challenges, Pierre-Camil highlighted the gross margin pressures of maintaining multiple integrations. He shared their venture into white labeling, aiming to provide property owners with a direct premium connection. Direct listings come with challenges, like chargebacks and guest issues. To address this, they bundled integrations, offering a package similar to a private OTA. This package handles various aspects like tax compliance and payment processing, at a lower cost for the user.

Pierre-Camil emphasized the importance of a unified guest experience and operational efficiency. He questioned if an all-in-one solution, despite its appeal, might divert software providers from key goals. 

API connectors and more: summary  

• Luca and Francois have different views but are aiming to solve the same problem in property management.
• Property managers face various challenges daily, from revenue to operations.
• There’s no one-size-fits-all software for property managers. Instead, the issue is that many solutions don’t integrate well with each other.
• Luca emphasizes the need for someone to take responsibility and ensure sustainable solutions.
• The speaker mentions an API connector called “Seam” used by various companies to integrate smart devices.
• The future seems to be leaning towards more API-based solutions, as seen with companies in Y Combinator.
• Francois believes that collaboration is key to solving fragmentation in the industry. This means working together instead of competing.
• AI is highlighted as a significant technological advancement. Centralized systems are essential for effective AI implementation.
• A challenge in the industry is the lack of standardization, especially with APIs. Different terminologies and standards make integration difficult.
• Francois believes that while white labeling can add value, the real value lies in the data a company collects.
• Luca advises property managers to be cautious when choosing software. They should identify their key problems and choose solutions that address those specific issues.

The conversation revolves around the challenges and opportunities in property management, especially concerning technology and software solutions. The emphasis is on collaboration, integration, and the value of data.

Smart Home Technology for Vacation Rentals

Implementing smart home technology into your vacation rental or boutique hotel can bring numerous benefits for both property owners and guests.

What Is Smart Home Technology?

Smart home technology refers to a system of interconnected devices, appliances, and systems within a residence that can be controlled and automated to enhance convenience, comfort, security, and energy efficiency.

These devices are typically connected to a central hub or network, allowing them to communicate and be controlled remotely through a smartphone, tablet, voice commands, or other smart devices.

Smart home technology enables homeowners to monitor and control various aspects of their homes, such as lighting, temperature, security, entertainment systems, and more, creating a more efficient, comfortable, and personalized living environment.

What Are The Benefits of Implementing Smart Home Technology in a Vacation Rental?

By implementing cutting-edge devices and automation, you can enhance guest comfort, streamline operations, and optimize energy efficiency. From seamless control over lighting, temperature, and entertainment systems to enhanced security and remote monitoring capabilities, smart home technology offers convenience, cost savings, and a competitive edge in the market. Transform your vacation rental into a haven of modernity and delight guests with an exceptional stay they won’t forget.

1. Enhanced Guest Experience: Smart home technology adds a level of convenience and comfort, allowing guests to control various aspects of the rental easily. They can adjust lighting, temperature, entertainment systems, and more, providing a personalized and enjoyable stay. Smart home technology is just one of the awesome strategies for improving the guest experience.
2. Improved Efficiency and Cost Savings: Smart home devices such as thermostats, lighting systems, and energy management tools optimize energy usage, resulting in reduced utility costs. Automation and scheduling features ensure that energy-consuming devices operate only when needed, promoting sustainability and cost savings.
3. Streamlined Operations: Smart home technology simplifies property management tasks. Automated check-in and check-out processes, remote monitoring of security cameras, and efficient communication with guests through smart guest management systems streamline operations, saving time and effort for property owners.
4. Enhanced Security: Smart locks, security cameras, and sensors enhance the safety and security of the rental property. Property owners can monitor access, receive alerts for suspicious activities, and remotely control security devices, ensuring a secure environment for guests.
5. Remote Property Monitoring: Smart home technology allows property owners to monitor their vacation rental remotely. They can check occupancy status, adjust settings, and receive real-time updates on security or maintenance issues, facilitating efficient management from anywhere.
6. Positive Reviews and Repeat Bookings: Providing a seamless and technologically advanced experience increases guest satisfaction. Positive reviews and word-of-mouth recommendations can lead to repeat bookings and attract new guests to the vacation rental.
7. Differentiation and Competitive Advantage: Integrating smart home technology sets the vacation rental apart from others. Guests increasingly seek properties that offer modern amenities and convenience, giving the rental a competitive edge in the market.
8. Personalized Services: Smart home technology enables personalized experiences for guests. From customized lighting and temperature settings to tailored entertainment options, property owners can create a unique and memorable stay for guests.
9. Future-Proofing: By investing in smart home technology, vacation rental owners are future-proofing their properties. As technology continues to evolve, owners can easily adapt and integrate new devices or features, keeping the rental up-to-date and appealing to tech-savvy guests.
10. Efficient Maintenance: Smart devices can provide proactive maintenance alerts and diagnostics, helping property owners address issues before they escalate. This proactive approach reduces maintenance costs and improves the overall lifespan of equipment and systems in the vacation rental.

What Types of Smart Home Technology is Perfect for a Vacation Rental?

Elevate your vacation rental to new heights of convenience and comfort by integrating the perfect smart home technology.

From keyless entry systems and smart thermostats to voice-activated assistants and entertainment systems, there is a wide range of innovative devices designed to enhance the guest experience.

By implementing these cutting-edge technologies, you can provide your guests with seamless control over various aspects of their stay, such as access, temperature, lighting, and entertainment.

Whether it’s streamlining check-in processes, optimizing energy efficiency, or creating an immersive environment, the right smart home technology can truly transform your vacation rental into a modern haven that exceeds guest expectations.

1.      Smart Locks

Smart locks allow guests to easily access the property without the need for physical keys. There are countless benefits and features of using a smart lock from using a mobile app, keypad, or even through voice commands, providing convenience and enhanced security.

Enso Connect is a versatile smart home platform that seamlessly integrates with various smart lock brands, providing enhanced security and convenience. Here are some smart lock options that are compatible with Enso Connect:

• August Locks: August smart locks offer keyless entry, remote access, and integration with Enso Connect, allowing homeowners to control and monitor their locks through the Enso Connect app.
• Yale Locks: Yale is a well-known brand that offers a range of smart locks compatible with Enso Connect. These locks provide features such as keypad entry, voice control, and remote access, ensuring a secure and convenient experience.
• Kwikset: Kwikset smart locks integrate with Enso Connect, offering homeowners the ability to control and monitor their locks remotely. Kwikset locks feature options like keypad entry, fingerprint recognition, and compatibility with voice assistants.
• Salto Locks: Salto offers advanced smart lock solutions that can be seamlessly integrated with Enso Connect. These locks feature RFID technology, mobile access, and remote management capabilities, enhancing security and access control.
• Igloohome: Igloohome smart locks provide keyless access and are compatible with Enso Connect, enabling homeowners to manage and monitor their locks remotely. Igloohome locks offer features like PIN code entry, Bluetooth connectivity, and temporary access codes for guests.
• TTLock: TTLock is a smart lock brand that integrates with Enso Connect, allowing homeowners to control and monitor their locks through the Enso Connect app. TTLocks offer features such as fingerprint recognition, PIN code entry, and smartphone compatibility.

2.      Voice Assistants

Integrating voice assistants like Amazon Alexa or Google Assistant allows guests to control various aspects of the property, such as lighting, temperature, entertainment systems, and even request information or services.

They can request information about local attractions, restaurants, or weather forecasts, allowing them to plan their activities effortlessly.

Voice assistants also enable guests to control smart home devices, such as adjusting lights, thermostats, or playing music, all with a simple voice command. This hands-free interaction creates a seamless and intuitive experience, allowing guests to navigate the rental property with ease.

Additionally, voice assistants can provide personalized recommendations and answer queries, enhancing the level of service and making guests feel well taken care of.

3.      Automated Lighting

Smart lighting systems enable property owners to program and control the lighting remotely. This feature can create ambiance, improve energy efficiency, and provide an added layer of security by simulating occupancy while the property is vacant.

With these lighting systems, users can effortlessly control and customize their lighting preferences, including brightness, color, and scheduling, through various interfaces such as mobile apps or voice commands. Several top smart home lighting brands offer exceptional solutions to enhance the lighting experience. Here are some of the best smart home lighting brands:

• Philips Hue: Known for its extensive range of smart bulbs, light strips, and fixtures, Philips Hue offers a wide variety of colors, adjustable white light, and seamless integration with popular smart home platforms.
• Lutron: Lutron provides reliable and easy-to-install smart lighting solutions, with their Caséta line offering wireless control of lights and shades. Their products are compatible with voice assistants and provide convenient scheduling options.
• Nanoleaf: Nanoleaf specializes in unique and creative lighting solutions, with their triangular LED panels allowing users to create stunning and customizable light displays. Their products are energy-efficient and can be controlled through a mobile app or voice commands.

4.      Smart Thermostats

Smart home thermostats are an essential component for vacation rental operators looking to enhance guest comfort and energy efficiency.

These thermostats offer advanced features such as remote temperature control, scheduling, and energy usage monitoring.

By implementing smart thermostats, vacation rental operators can provide guests with the ability to easily adjust the temperature to their preference, even before arriving at the property. This ensures a comfortable and personalized stay.

Moreover, smart thermostats help optimize energy usage by allowing operators to set temperature schedules based on occupancy and remotely monitor and adjust settings. This not only reduces energy waste but also helps lower utility costs.

Some of the leading smart thermostat brands in the market include:

• Google Nest: Google Nest thermostats are widely recognized for their sleek design and advanced features. They learn from users’ behaviors, optimize energy consumption, and offer compatibility with Google Assistant for voice control.
• ecobee: ecobee smart thermostats are known for their remote sensors, which allow for more precise temperature control in different areas of the home. They also provide compatibility with voice assistants such as Amazon Alexa and Google Assistant.
• Honeywell Home: Honeywell Home offers a range of smart thermostats that provide energy-saving features and intuitive interfaces. Their thermostats can be controlled remotely through smartphone apps and are compatible with voice assistants.

5.      Security Cameras

Smart home security cameras provide vacation rental operators with an invaluable tool to enhance property protection and ensure the safety of their guests.

These cameras offer features such as live video monitoring, motion detection, and mobile alerts, enabling operators to remotely monitor their properties in real-time.

By strategically placing security cameras in key areas, operators can deter potential intruders and quickly respond to any suspicious activities. Moreover, in the event of an incident, recorded footage can serve as valuable evidence.

Note that indoor security cameras are officially prohibited in Airbnb listings globally starting from April 30, 2024. They also updated the rules on the use of outdoor cameras and other devices. 

6.      Smart Appliances

Smart appliances present a valuable opportunity for vacation rental managers to enhance their operations and provide an elevated guest experience.

These appliances offer advanced features such as remote control, energy monitoring, and integration with smart home systems.

By implementing smart appliances, managers can remotely manage and monitor their vacation rentals, improving efficiency and convenience.

For example, smart refrigerators can send notifications about low stock levels, allowing managers to restock before guests arrive. Smart ovens can be preheated remotely, ensuring a seamless cooking experience for guests.

Some of the top recommendations for smart appliances in vacation rentals include:

• Samsung Family Hub Refrigerator: This smart refrigerator features a built-in touchscreen display, Wi-Fi connectivity, and voice control, allowing guests to browse recipes, leave notes, and stream media.
• LG ThinQ Washer and Dryer: These smart laundry appliances offer remote control and monitoring, so managers can keep track of laundry cycles and receive notifications when the laundry is complete.
• Bosch Home Connect Dishwasher: This smart dishwasher enables managers to remotely start or monitor cleaning cycles, adjust settings, and receive notifications when the cycle is finished.
• iRobot Roomba Vacuum: This smart robotic vacuum cleaner can be programmed to clean the rental property on a schedule, ensuring that the space remains tidy and welcoming for guests.

7.      Smart Sensors

Smart sensors offer vacation rental managers and hoteliers an effective means to enhance guest safety and protect their assets and property. While the first line of defence is to ensure that your guests are verified and have a strong track record of being high-quality guests – sometimes accidents happen. With the right smart sensor technology you can limit the damage of those accidents.

These sensors can detect various environmental factors such as smoke, carbon monoxide, water leaks, and motion. By strategically placing smart sensors throughout the property, managers can receive instant alerts and take immediate action in the event of any potential threats or emergencies.

For example, smoke and carbon monoxide sensors can quickly notify managers and guests of dangerous levels, allowing for prompt evacuation and intervention. Water leak sensors can prevent costly damage by detecting leaks early and triggering alerts for timely repairs. Some of the leading smart sensor brands include:

• Nest Protect: This smart sensor detects smoke and carbon monoxide, providing voice alerts and sending notifications to connected devices.
• Honeywell Lyric Wi-Fi Water Leak and Freeze Detector: This sensor can detect water leaks and freezing temperatures, sending alerts to prevent water damage and pipe bursts.
• Aeotec Multisensor 6: This versatile sensor measures motion, temperature, humidity, and light levels, providing comprehensive monitoring capabilities for enhanced security and automation.

8.    Smart TV

Smart TVs have become an essential component of smart technology for vacation rental managers and hoteliers, offering a range of features that enhance the guest experience.

These TVs are equipped with internet connectivity, allowing guests to access streaming services, browse the web, and enjoy personalized entertainment options.

By providing smart TVs in vacation rentals, managers can offer guests the convenience of accessing their favorite content and entertainment platforms directly from the TV, eliminating the need for additional devices.

Some of the leading brands that offer smart TVs perfect for vacation rentals include:

• Samsung: Known for their high-quality displays and user-friendly interfaces, Samsung smart TVs provide a vast selection of apps, streaming services, and voice control options.
• LG: LG smart TVs feature advanced technologies and offer a user-friendly WebOS platform that provides access to various streaming services, apps, and voice control capabilities.
• Sony: Sony smart TVs boast excellent picture quality and a wide range of smart features, including access to popular streaming services and compatibility with voice assistants.
• TCL: TCL smart TVs provide affordable options without compromising on quality, offering a smart platform that allows guests to access streaming services and control their TV with ease.

9.    Noise Monitoring

Noise monitoring smart home devices have emerged as a valuable tool for vacation rental managers and hoteliers to ensure a peaceful and comfortable environment for their guests. These devices are designed to detect and measure noise levels, providing real-time insights and alerts when noise exceeds acceptable limits.

By implementing noise monitoring devices, property managers can proactively address noise disturbances, enforce quiet hours, and maintain a harmonious atmosphere for guests.

10.    Guest Management Systems

Guest management systems play a pivotal role in enhancing the overall guest experience, streamlining operations, and automating various aspects of a vacation rental or hotel stay.

Enso Connect, as a guest management system, is designed to improve not only the operation for property managers but also elevate the guest experience.

From the moment guests check in to the time they check out, Enso Connect offers a comprehensive suite of features that enhance convenience and personalization. It provides digital guidebooks that offer valuable information about the property, local attractions, and recommendations, allowing guests to easily navigate their surroundings.

Enso Connect enables property managers to offer convenient upsells such as additional services or amenities, ensuring guests have access to a range of options to enhance their stay.

Integration with smart home devices further enhances the guest experience by allowing seamless control over various aspects of the property, such as lighting, temperature, and entertainment systems. Inquire with our team to see, which integrations we currently offer and which are on the roadmap.

How Enso Connect Can Help

Experience the next level of guest satisfaction and operational efficiency with Enso Connect. Our powerful software seamlessly integrates with a wide range of smart home technologies, allowing vacation rental managers and hoteliers to enhance the guest experience and streamline operations. From automated check-ins to personalized recommendations, Enso Connect simplifies and automates crucial tasks. Take advantage of our comprehensive suite of features, including digital guidebooks, convenient upsells, and seamless integration with smart home devices. Learn more about rentals or book a demo today!