The Ugly: Regulations and Natural Disasters

STR Regulations have posed significant challenges in 2024. Permit requirements, occupancy bylaws, new short-term rental limits – STR operators have faced an uphill battle.

According to Brian Chesskiy, 80% of Airbnb’s top 200 markets by revenue already have some regulation.

France’s 2025 regulations will reduce tax breaks, cap rentals at 90 days per year, and enforce mandatory property registration with penalties for non-compliance.

Spain is launching a national registration system requiring property codes, local approvals, and increased oversight.

Australia is introducing similar measures with national registration and annual limits of 60–180 rental days.

We saw tightening regulations in North America. In Canada, British Columbia is restricting STRs to principal residences with business licenses and steep fines starting May 2024.

In the US, states like Florida, California, Colorado, and Massachusetts proposed new restrictions, while New York City effectively banned STRs entirely. Urban markets are particularly impacted, with inventory reductions and rising compliance costs.

Regulations are a source of frustration for many operators, showing that the industry is becoming more challenging. However, some see a silver lining. By limiting lower-quality rentals, regulations help create a more professional market. They also improve safety standards, which benefit both guests and the broader community.

Adding to these challenges, natural disasters such as hurricanes, wildfires, floods, and heatwaves wreaked havoc in vulnerable regions, disrupting operations and altering traveler behavior. Operators in urban areas like San Francisco and coastal towns faced unique challenges as local communities pushed for stricter local laws to mitigate the impact of short-term rentals.

Contingency planning, dynamic pricing tools, and building operational resilience will be crucial for STR operators navigating an unpredictable landscape.

Despite these hurdles, there was good news:

• AirDNA reported that occupancy rates stopped declining, and revenue per available rental (RevPAR) returned to positive growth after two years of decline.
• Slower supply growth, coupled with a 7% rebound in demand, restored balance to the market, enabling property management companies to regain pricing power with rising average daily rates (ADR).

However, fierce competition remains a key issue. Since 2020, the supply of active Airbnb rental listings in the U.S. has surged by 62%, largely driven by new investors (Hostfully). The influx of low-quality listings and aggressive price-cutting strategies has intensified the need for operators to stand out while maintaining profitability.

Shorter booking windows added complexity, requiring rental property managers to frequently adjust pricing strategies. According to KeyData, 83% of property managers reported changing prices at least once a week, further emphasizing the importance of dynamic pricing tools in addressing demand fluctuations.

The Good: Resilience and New Revenue Opportunities

If 2024 taught us anything, it’s that STR operators can grow in tough markets. Even in declining markets like Atlanta, property managers found ways to grow by leveraging dynamic pricing and driving incremental revenue through upsells, add-ons and fees.

• Our data shows that upsells generated up to $147 per listing per month in extra revenue
• Over the past year, the volume of Upsells for the Enso Connect users has grown by +500%.
• Early check-ins, late check-outs and damage waivers were the biggest revenue drivers.

RevLabs workshop, HomeToGo Survey and Skift Megatrends revealed new trends driving revenue in 2025:

Emerging trends also shaped new opportunities for short-term rental owners:

• Experiential travel. Guests increasingly sought unique accommodations and memorable guest experiences, sparking trends like set-jetting (visiting destinations from popular movies) and event-driven travel (e.g., concerts, festivals, and global sporting events). Unique, hands-on experiences drive decisions for 21% of travelers.
• People are also looking to travel with pets, and pet fees are becoming more common.
• Wellness and mental health-focused accommodations gained traction, reflecting travelers’ growing preference for long-term health benefits and extended periods of relaxation.

• Travelers are eager for their money to go further – 36% of respondents prioritize price.

• Business Insider shares another hospitality industry trend. As travelers spend less on cheap Airbnbs, high-end vacation rentals are booming.

STR operators with competitive pricing and unique experiences in their listings are set to capture more demand in 2025. They can recapture revenue with experiential upsells and convenience add-ons, enhancing both profitability and guest satisfaction.

Guest satisfaction remained a priority, with STR operators focusing on delivering positive reviews through improved cleaning fees, house rules, and personalized services. Platforms like Airbnb and other short-term rental platforms emphasized the importance of online reviews and local partnerships to boost visibility and attract ideal guests.

The Bet on AI

AI continues to divide opinions in the vacation rental industry. Some see its immense potential, while others question the practical use cases, ROI, and speed of delivering real value to operators.

Since early 2023, the industry has followed a typical AI adoption journey, reflecting the phases of Gartner’s Hype Cycle. Initially, there was a surge of excitement and high expectations around AI’s potential, as operators were eager to explore its capabilities. As challenges and limitations surfaced, enthusiasm dipped into skepticism and disappointment. Now, the industry is transitioning to a more balanced perspective, understanding the practical applications of AI and beginning to see real, tangible value through thoughtful implementation. This shift marks the move toward sustained growth and confidence in AI as a transformative tool.

Guesty’s survey revealed that 52% of vacation rental property managers are already using AI, with key applications including dynamic pricing, guest communication (33%), and content creation (23%).

Simon Lehmann predicts that in 2025, vendors who successfully provide tangible AI solutions will lead the market. Meanwhile, Ela Mezhiborsky from Autohost highlights the growing threat of AI-driven fraud, emphasizing the need for tech solutions to combat it.

In 2024, AI advanced more than in the past years combined. This will undoubtedly impact its applications in the short-term rental industry. We are working towards and anticipating more solid case studies from hospitality professionals leveraging this technology. The future of AI in our industry depends on solving real challenges and delivering measurable results.

Final Thoughts

2024 was a year of resilience and transformation for the STR industry. While regulatory pressures, natural disasters, and rising costs posed significant challenges, operators demonstrated creativity and adaptability, laying the groundwork for future success.

As we enter 2025, the focus will shift to profitability, personalization, and leveraging technology to unlock new revenue streams. With demand projected to outpace supply and the global STR market expected to reach $256.3 billion by 2030 (11.2% annual growth rate, Guesty), the opportunities are vast.

By staying attuned to market trends, embracing innovation, and prioritizing guest satisfaction, STR professionals can turn challenges into opportunities and make 2025 a year where the Good outshines the Bad and the Ugly.

Stay tuned for more valuable insights and tools to help you thrive in the coming year, capturing more rental income while creating unforgettable guest experiences for short-term rental guests.

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

What is HostAI (Conduit)?

HostAI (Conduit)is an AI tool designed to streamline and automate guest messaging for short-term rentals and hotels. The company focuses on reducing repetitive tasks and enhancing guest communication efficiency. Key features include automating guest interactions, handling guest phone calls with Voice AI, and optimizing booking calendars. The platform supports over 110 languages and integrates with four property management systems (PMS). HostAI (Conduit) offers scalable pricing plans to accommodate various needs for short-term rental hosts, from single listings to large enterprises.

Why do hospitality professionals need messaging tools? 

[If not fully met by HostAI (Conduit), can other services meet these needs?]

We asked short-term rental managers about their messaging automation needs and how AI can assist in meeting these demands. The main answers included quick responses to guest questions, 24/7 availability, reduced staff workload, multilingual support, and scalability.

Quick Responses to Guest Questions

Need

Timely and accurate responses to guest inquiries to enhance satisfaction and avoid delays.

AI Solution

AI features provide instant replies to common guest questions, such as Wi-Fi passwords, check-in instructions, and local recommendations. This ensures guests receive prompt and accurate information without waiting for human intervention. Based on user feedback, the primary challenge with HostAI’s chatbot is its ability to provide accurate local recommendations. While the service works well in some areas, it occasionally generates inaccurate or misleading information in others. This inconsistency can affect the overall guest experience and reliability of the tool. To achieve higher accuracy in responses, it is essential to train the system effectively. This involves providing context, categorizing data, and saving accurate replies.

Unlock valuable insights into your messaging with EnsoAI, categorizing and analyzing your guest messages to provide actionable recommendations.

24/7 Availability

Need

​Continuous availability to address guest needs and inquiries at any time, day or night.

AI Solution

AI platforms operate around the clock, ensuring that guest queries are addressed promptly regardless of the time zone or hour. This is important for maintaining high levels of guest satisfaction and operational efficiency. However, when accuracy is low, around-the-clock availability won’t solve the problem. 

Pro Tip

How to increase AI accuracy for hospitality? At Enso Connect we are following 4 simple steps to automate 80-90% of hospitality guest communication: 

1. Centralize all data for 100% context  

Your guest interactions are a goldmine of crucial data. A unified inbox is the best way to centralize messages from all channels, forming the cornerstone of your communication strategy. Equally vital are guest details collected during booking, verification, and throughout their stay. Your content – from house rules and check-in instructions to amenity guides and local recommendations – completes this data ecosystem. When AI taps into this comprehensive data warehouse, it generates responses that are not only more accurate but also tailored to your unique business needs. This holistic approach ensures that every guest interaction is informed, relevant, and aligned with your operational standards.

2. Categorize messaging, analyze sentiment, create on-demand reports  

By categorizing messages into specific topics or intents (e.g. room service requests, complaints, positive feedback), the AI can better understand the context of each message. This allows for a more accurate interpretation of sentiment within that specific context. Categorized and sentiment-analyzed messages provide more structured data for further training and refining of the AI model, continuously improving its accuracy.

3. Use predicted responses  

The first transitional step to an AI chatbot is predicted responses. AI-predicted responses use algorithms like GPT-4o to anticipate what you might want to type next based on the conversation’s context. These algorithms analyze patterns in your previous communications to suggest possible responses, making replies quicker and easier. Over time, the AI refines its predictions by learning from your communication style and building a knowledge base tailored to your business or personal interactions.

4. Create autoresponder workflows

As your AI’s response accuracy improves, strategically implement automated replies for key topics of your guest messages. These autoresponders can efficiently provide information and maintain guest engagement, reducing the need for constant manual intervention. However, this doesn’t mean adopting a fully automated, “set it and forget it” approach. Instead, it allows for a more hands-off communication strategy, particularly useful during periods with reduced staff, such as nights, holidays, or low seasons. Optimal guest experience still requires human oversight. The goal is to strike a balance between AI efficiency and the personal touch that defines exceptional hospitality.

Reduced Staff Workload

Need

Automating routine and repetitive tasks to free up staff time for more complex and personalized guest interactions. This helps operators to maintain a happy and loyal team, as well as reducing the need to hire new employees.

AI Solution

By automating tasks such as answering FAQs, processing check-ins and check-outs, and handling guests’ requests, AI significantly reduces the manual workload on staff. This allows them to focus on more critical tasks that require a human touch. 

Read a case study on how Durango Colorado Vacations eliminated 90% of repetitive questions, helping restore the team’s work-life balance. 

Multilingual Support

Need

​Effective communication with guests who speak different languages to ensure a seamless experience for international travelers.

AI Solution

AI top tools support multiple languages, enabling property managers to communicate effortlessly with guests from various linguistic backgrounds. This expands the market reach and improves the guest experience for non-native speakers.

Scalability

Need 

Solutions that can grow with the business, managing everything from a few properties to large portfolios seamlessly.

AI Solution

AI platforms are designed to scale with business growth. They can handle increasing volumes of guest interactions and property management tasks without a drop in performance, making them ideal for both small operations and large enterprises.

Alternatives to HostAI

Enso Connect

An AI-powered guest experience platform designed for vacation rentals and boutique hotels for digitizing and monetizing guest interactions. It offers a range of features to streamline hospitality operations and enhance the guest journey from booking to checkout and beyond.

Key features

– Branded Web App called “Boarding Pass” that guides guests through their entire stay, from booking to checkout

– An AI-enhanced unified inbox that centralizes guest communications across multiple channels, including email, SMS, WhatsApp, and Airbnb messaging.

– EnsoAI, incorporating AI for automating responses, analyzing guest sentiment, and prioritizing chats.

– Smart automation. Custom workflows, automating various aspects of the guest journey using “if this, then that” logic.

– Revenue Enhancement: It provides opportunities for upselling additional services and amenities to guests.

– Integration Capabilities: Integrating with various property management systems and other hospitality tools, allowing for seamless data synchronization.

– Guest Verification. Flows, helping reduce fraud and chargebacks through guest screening and verification.

– Multilingual Support: It can provide guest information in over 150 languages.

Enso Connect aims to help hospitality businesses increase efficiency, boost revenue, and improve the overall guest experience while reducing operational complexities.

Besty AI

An AI-powered guest messaging and revenue optimization tool designed specifically for short-term rental (STR) operators and hotels. It provides a comprehensive solution for automating guest communications, enhancing operational efficiency, and generating additional revenue.

Key Features

• AI Messaging Automation

BestyAI automates guest messaging by creating a centralized knowledge base from listing data, past conversations, and host notes. This allows it to respond to approximately 85% of guest inquiries effectively, matching the host’s brand voice.

• Revenue Generation Tools

The platform includes features such as auto-filling gap nights, inquiry follow-ups, and upselling opportunities, which help maximize occupancy rates and revenue for property managers.

• Real-Time Updates

BestyAI integrates seamlessly with property management systems (PMS), updating in real-time without requiring manual input from users. This ensures that the AI remains current with the latest information about listings.

• User-Friendly Setup

The tool is designed for quick implementation, allowing users to go live within minutes. It is particularly beneficial for both new and experienced hosts looking to streamline their operations.

• Performance Tracking

BestyAI provides a dashboard to monitor key performance indicators, including additional revenue generated through its automation features, and offers insights into guest sentiment and response times.

Yada AI

Yada AI is an AI-powered guest engagement platform designed for the hospitality industry, particularly for short-term rentals, Airbnbs, and hotels. 

Key Features

– AI Messages 

– Guidebooks

– Live chat 

– Marketing Automation 

– Omni-channel Inbox

Guest Guru

An AI-powered chatbot specifically designed for Airbnb hosts and short-term rental (STR) managers. Its primary function is to automate guest communication by autonomously responding to inquiries from guests, thereby reducing the workload for hosts who manage multiple properties.

Key Features

– 24/7 Availability

– Learning Capability Over Time 

– Integration with Property Management Systems (PMS)

Conclusion 

Effective guest communication is essential in the short-term rental industry to meet the high expectations of modern travelers. While AI solutions like HostAI offer promising ways to automate and enhance guest interactions, their success varies, and finding the right fit for your business requires careful evaluation.

After reviewing the alternatives to HostAI, including Enso Connect, BestyAI, YadaAI, and Guest Guru, it’s clear that each platform offers unique features and benefits. However, Enso Connect stands out due to its comprehensive suite of tools, including a unified inbox, AI-enhanced messaging, smart automation workflows, and robust integration capabilities.

By choosing Enso Connect, you can effectively streamline guest communication, maintain a personalized touch, and ultimately enhance the guest experience while driving business growth. This platform’s ability to centralize data, automate responses, and provide actionable insights makes it a valuable investment for any short-term rental business looking to optimize operations and increase guest satisfaction.

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

Main Challenges of Short-Term Rental Businesses in Canada

The challenges of professional short-term rentals in Canada are coming from a combination of regulatory, market, and operational factors. From the market analysis and conversations with operators, we’ve identified the following top challenges:

1. The Path to Professionalization

Despite the long way the vacation rental industry has gone in the last couple of yers, there is still space for improvement. The sector has definitely become an integral part of the lodging landscape, however bad actors still exist, that are dragging the industry reputation down.

Another challenge is lack of unity among professional operators. There’s not enough organizations that would have the power to make change, like hotel associations do. We can observe the influence of that in the general narrative regulatory pressure on short-term rentals. The short-term rentals need to unite in order to stand up to the competition from better organized hotel industry.

2. Legislative and Regulatory Challenges

In recent years, Canada’s rental market has seen significant increases. This surge in rental prices has made the situation challenging for many, especially amidst rising inflation.

The public frustration, fuelled by hotel lobby, has pinpointed vacation rentals as a contributor to the housing affordability crisis. This led to the recent implementation of blanket regulations, limiting or restricting professional vacation rental activity in Canadian provinces.

3. Profitability Reduction

There is high market saturation, operational costs have surged, and local regulations are restricting operators. Together with the slow down of the post-pandemic “gold rush” and political uncertainty in the world, many operators are not seeing the same levels of revenue as it was in the past.

Economic Impact of Short-Term Rentals in Canada

The growth of short-terms has transformed the hospitality landscape, prompting discussions about housing, revenue, and policy implications.

Are Vacation Rentals Causing the Housing Crisis?

McGill University study found that vacation rental commercialization has removed up to 14,000 units from the long-term rental market. The research states that this lead to huge housing shortages and affordability issues in Canada. Airbnb noted that this study was funded by the Hotel Trades Council and disagreed strongly with the methodology, accuracy, and conclusions of data.

The Conference Board of Canada’s survey challenges the findings of McGill University study. The Conference Board found minimal evidence that Airbnb activity directly impacts rent levels. Their analysis across 330 neighborhoods in 19 Canadian cities from 2016 to 2022 showed at most a negligible rent increase attributable to Airbnb. While acknowledging a positive correlation between Airbnb concentration and higher rents, the study suggests this may be due to other factors like proximity to amenities rather than Airbnb activity itself. It also noted that regulatory efforts have curtailed Airbnb activity but have not effectively lowered rents, though some pressure on rents was observed in Quebec.

Do Vacation Rentals Contribute to Local Economy?

There is a clear evidence of how the short-term rental industry positively impacts the local economy.

Across a range of destinations and seasons short-term rentals provide place to stay for Canadian visitors, including residents traveling internally as well as visitors from abroad. To put this into perspective, here are some numbers:

In 2022, Canadian Hosts on Airbnb welcomed more than 2.2 million guest arrivals to areas where there are no hotels, generating more than $1.5 billion CAD in Host earnings and still more in economic activity driven by guest spending. Source: analysis of Airbnb and OpenStreetMap data.

While accommodation expenses are the largest component of tourism spending – 39.6%, the other 60,4% is spent within the local economy. The other big categories are food and beverages (26.8%), transportation within Canada (15%) and and recreation and entertainment (9.6%). Source

The Opportunity Gap

According to Destination Canada report: “on our current path, demand for travel is projected to grow 30% by 2030 and will outpace our capacity to host in peak seasons”.

Canada’s tourism sector is set to grow from $105 billion in 2019 to $140 billion by 2030, but this doesn’t account for inflation, indicating little real growth. An opportunity to reach $160 billion exists if capacity constraints are addressed through transformational changes, which could enhance revenue, profitability, and overall sector prosperity, impacting jobs, investment, and the well-being of Canadians.

The short-term rental industry is at the forefront of achieving this full potential with more accommodation capacity, digital transformation and workforce readiness.

Other Opportunities for Short-Term Rentals in Canada

Beyond tourism, short-term rental businesses have additional opportunities to attract clients, ensuring consistent occupancy and income.

Below we will outline various current applications, highlighting the unexplored potential for professional short-term rentals (STRs).

Domestic Abuse Safe and Affordable Housing

A good example for this is the partnership between Safe Transitions and Toronto Boutique Apartments. This initiative was created in response to the escalating domestic abuse cases during the COVID-19 pandemic. Safe Transitions, a not-for-profit organization, aims to alleviate the pressure on shelters overwhelmed by the increase in survivors of domestic abuse, human trafficking, and homelessness seeking refuge. By acting as an intermediary, Safe Transitions connects these shelters with property managers and developers, like Toronto Boutique Apartments, to provide temporary, affordable housing for individuals ready to transition back into society. This collaboration not only offers immediate safe housing solutions but also supports the broader goal of enabling survivors to begin anew. This is how short-term rentals can extend their services beyond traditional tourism, contributing to societal well-being and safety.

Temporary Housing Solution for Immigration

Canada welcomes 300–400 thousand new immigrants every year, and housing costs, particularly in the large cities, are surging recently.

Most immigrants tend toward the large cities: Toronto and Vancouver, then Montreal, Calgary and Edmonton.

However, increasing numbers are finding their way to medium and smaller communities where competition for employment is not as intense and the cost of living is lower.

Many landed immigrants in Canada struggle to find places to stay at first.

“If the landlord is concerned about your own ability to pay, they’ll require it to make sure they get their cash. Also, if they’re worried about being able to track you down after you move out (international student, moving from abroad, etc.), they’ll require a local guarantor.” – Source: Quora

Short-term rentals and Airbnb options provide a convenient solution that is more affordable than hotels.

Insurance housing solutions

People dealing with insurance claims for property loss from fires, natural disasters, or water damage require special temporary housing. Short-term rentals can assist those in need for a housing solution during these challenging times. The insurance industry works with short-term rental businesses to provide people throughout various stages of insurance claims with temporary housing. This helps people rebuild a stable, normal routine right away with comfortable emergency housing.

Additional living expenses (aka ALE) coverage is a standard part of most home insurance policies. It picks up the extra costs incurred when someone needs to temporarily leave their home. Insurers can pay for different types of housing, including STRs while the claimer’s home is being repaired.

Temporary housing solutions for travel nurses and physicians

Short-term rental businesses have a significant opportunity to cater to the unique housing needs of travel nurses and physicians. As healthcare professionals often relocate temporarily to fill staffing shortages or respond to health crises, they require flexible, comfortable, and convenient living arrangements close to their assigned hospitals or healthcare facilities. Short-term rentals can offer these essential workers a home away from home, equipped with all the necessary amenities for a comfortable stay, including fully furnished spaces, internet access, and proximity to work locations. By targeting this demographic, short-term rental businesses not only support critical healthcare services but also tap into a steady demand for accommodations, ensuring occupancy and revenue even outside traditional tourist seasons.

Vacation rental businesses can explore opportunities beyond tourism. Emergency housing, temporary stays for immigrants or healthcare workers, safe spaces for abuse survivors, and accommodations for insurance claimants. Diversifying services to cater to these groups ensures steady demand, supports communities in need, and opens new revenue paths. This is strengthening their role as vital service providers and enhancing business resilience.

Conclusion

As short-term rental operators in Canada navigate challenging times, underscored by stringent regulations that fail to recognize the industry’s substantial economic and social contributions, particularly with the recent legislation in British Columbia, it becomes increasingly crucial to advocate for the Canadian short-term rental industry. This blog has underscored the importance of supporting this sector more than ever, outlining strategies such as mobilizing for property owners’ and operators’ rights through events and petitions. The CanStays conference emerges as a pivotal platform for networking and discussing viable solutions and challenges facing the industry, emphasizing the need for a unified legislative voice. This collective effort aims not only to safeguard the industry but also to harness its full potential in enhancing Canada’s accommodation landscape, thus ensuring its growth, sustainability, and positive impact on communities nationwide.

Why Guest Experience Is Important

Guest experience has been a buzzword in the hospitality industry since… forever. With short-term vacation rentals increasingly becoming the accommodation of choice for travellers, it was only a matter of time before the hospitality practices championed by hotels made their way into the vacation rental space.

Guest experience can be overarchingly defined as the events and interactions that leave an impression on a guest during their stay. This catch-all term refers to everything: from the appearance of your property listing, the booking process, check-in, check-out, along with every sight, smell, and feeling they have during their stay.

The global vacation rental market is only expected to get bigger, with an expected compound annual growth rate of 5.3% from 2022 to 2030. The growth is expected to come from a rise in spending on travel and vacations, especially among millennials.

Millennials are going to be very important to the travel and hospitality industry in the years to come. While they continue to place value on experiences and travel, they are now also benefitting from more disposable income as they get older. According to statistics, millennials make up 40% of people who book holidays online – and they’re not booking hotels.

This means that a market which may have previously catered to the baby boomers, one of the largest generations in history, will have to shift as boomers retire and age out of the equation… to put it delicately.

Tips for Creating The Best Guest Experience

1.      Quick Responses & Clear Communication

Providing clear, timely, and responsive communication before, during, and after the stay is crucial for creating an exceptional guest experience. Guests value prompt response times to their inquiries and appreciate being kept informed about any changes or special requests they may have.

By maintaining open lines of communication, you can establish trust and build a positive relationship with your guests. Responding to inquiries in a timely manner shows that you prioritize their needs and are committed to delivering excellent customer service. Keeping guests updated on any changes or accommodations ensures that they feel valued and well-informed, contributing to their overall satisfaction and enjoyment of their stay.

Enso Connect plays a significant role in maintaining fast and clear communication for vacation rentals and boutique hotels. By offering automated messaging that seamlessly integrates with the Property Management System (PMS), Enso Connect ensures that every guest receives timely and accurate information. This automation proves invaluable in delivering essential details like check-in instructions, booking confirmations, and guest follow-ups. By eliminating the need for manual communication, Enso Connect streamlines the process, minimizing the risk of errors or delays. This efficient system guarantees that guests receive the right information at the right time, enhancing their overall experience and reducing any potential confusion or frustration.

2.      Personalized Service

Providing personalized service plays an important role in creating a memorable guest experience. Tailoring the experience to meet the individual needs and preferences of guests demonstrates your attentiveness and commitment to the guests’ experience.

Here are a few examples of how to give personalized service:

• Collect Guest Preferences: Gather information about guests’ preferences and special requirements before their arrival. This could include dietary restrictions, room preferences, preferred amenities, or any specific requests. Use this information to customize their experience accordingly.
• Welcome Surprises: Add a personal touch by surprising guests with small gestures that align with their preferences or a special occasions. For example, if a guest is celebrating a special occasion, you can arrange for a complimentary bottle of champagne or a personalized note to acknowledge the event and nail the guests first impression.  A five star experience is created with all of the small details.
• Tailored Recommendations: Provide customized recommendations for local attractions, dining options, or activities based on guests’ interests and preferences. This could involve suggesting off-the-beaten-path experiences, arranging unique tours, or sharing insider tips about hidden gems in the area.
• Provide Michelin Star Service: Providing Michelin-star-like service to guests involves delivering exceptional hospitality experiences that are reminiscent of renowned luxury establishments.

3.      Smooth Check-in Process

Ensuring a smooth and hassle-free check-in process is essential to providing a positive guest experience. The check-in experience sets the tone for the entire stay, and guests appreciate clear communication and intuitive procedures.

Enso Connect can be a valuable tool in enhancing the check-in process through its automated messaging and the use of the Boarding Pass feature. By leveraging automated messaging, Enso Connect can send guests check-in instructions, booking confirmations, and any necessary information before their arrival. This eliminates the need for manual communication, reduces most negative experiences, and ensures that guests have all the details they need in a timely manner.

Additionally, the Boarding Pass feature in Enso Connect provides check-in instructions using photos, making the process even more intuitive and user-friendly.

4.      Cleanliness

Guests desiring a squeaky-clean vacation rental should come as no surprise, but it’s important to note how these standards have changed. The COVID-19 pandemic brought new public awareness to sanitization practices, and this has become the standard for what guests expect in a short-term vacation rental. Anyone that managed a vacation property during the pandemic knows that cleanliness was often the difference between a positive experience or recieving negative feedback from the guest.

A thorough cleaning with top-notch safety practices is essential to meet this expectation. Don’t be afraid to outline your cleaning procedures and standards in your vacation listing. This can go the extra mile to put a guest’s mind at ease and increase trust in your listing.

Here are three tips for improving cleanliness to provide guests with an excellent experience:

• Thorough Cleaning Protocols: Implement rigorous cleaning protocols that cover all areas of the property, including guest rooms, common areas, bathrooms, and kitchen facilities. Develop a checklist to ensure that every surface is cleaned, sanitized, and free from dust, stains, or odors. Pay attention to frequently touched surfaces like doorknobs, light switches, remote controls, and handles.
• Professional Housekeeping Services: Consider employing professional housekeeping services to ensure consistent and high-quality cleaning standards. Trained and experienced professionals can efficiently clean and maintain the property, using proper cleaning products and techniques. Regular inspections and training sessions can further ensure that cleanliness is prioritized and maintained.
• Attention to Detail: Focus on the little details that can make a significant difference in guests’ perception of cleanliness. Pay attention to often overlooked areas such as corners, baseboards, window sills, and under furniture. Use fresh and clean linens, towels, and bedding for each guest. Regularly inspect and maintain appliances, fixtures, and amenities to ensure they are functioning properly and look well-maintained.

5.      Offer Modern Amenities

In modern vacation rentals, offering certain amenities can greatly enhance the guest experience. Most modern amenities are so common nowadays, that guests expect them even in the most rural and remote areas.

Here are some recommended amenities that can elevate any vacation rental:

• Fast and Reliable Wi-Fi: A strong and high-speed internet connection is essential for guests who rely on connectivity for work, entertainment, or staying connected with loved ones.
• Smart TVs with Easy-to-Use Remotes: Providing smart TVs with user-friendly remotes allows guests to access popular streaming platforms and enjoy their favorite shows or movies during their stay.
• Well-Stocked Kitchen: Ensure the kitchen is well-equipped with basic essentials like salt, pepper, cooking oil, and other commonly used spices and condiments. This allows guests to prepare meals comfortably during their stay.
• High-Quality Bedding and Linens: Invest in comfortable and high-quality bedding, including pillows, mattresses, and linens, to provide guests with a good night’s sleep.
• Essential Toiletries: Offer a selection of essential toiletries such as soap, shampoo, conditioner, and body wash. Consider environmentally friendly options and refillable dispensers to reduce waste.
• Washer and Dryer: Having a washer and dryer available for guest use is convenient for longer stays or for guests who prefer to pack light.
• Air Conditioning and Heating: Ensure the property is equipped with proper temperature control, allowing guests to adjust the climate to their comfort.
• Outdoor Spaces: If possible, provide outdoor spaces like a patio, balcony, or garden where guests can relax and enjoy the surroundings.
• Safety Measures: Install smoke detectors, carbon monoxide detectors, and fire extinguishers to prioritize guest safety.
• Secure Locks and Keyless Entry: Consider using keyless entry systems or secure locks for convenience and peace of mind.

6.      Provide a Digital Guide Book

Digital guidebooks have become increasingly popular in enhancing the guest experience by providing comprehensive and easily accessible information. These digital guides can be accessed via smartphones, tablets, or in-room tablets, allowing guests to quickly find answers to their questions and navigate their surroundings with ease.

Digital guidebooks offer a wide range of benefits, including:

• local recommendations for dining, attractions, and activities, which help guests make the most of their stay.
• they can also include driving directions, public transportation options, and maps to help guests navigate the area.
• these guides can provide specific instructions on how to operate various amenities in the rental, such as adjusting the heat, using appliances like the oven or washing machine, or accessing entertainment systems.
• Additionally, digital guidebooks can include safety instructions and emergency contacts, ensuring that guests have crucial information at their fingertips in case of any unexpected situations.

Enso Connect’s boarding pass offers the industry’s best digital guidebook, providing guests with comprehensive and user-friendly information. From check-in instructions to local recommendations and amenity instructions, the digital guidebook enhances the guest experience by offering a convenient and accessible resource during their stay.

7.      Make Local Recommendations

Local recommendations play a crucial role in enhancing a guest’s experience, particularly when they are unfamiliar with the region. When guests are visiting a new area, they may not be aware of the exciting activities and attractions available. By providing thoughtful and tailored recommendations, vacation rentals can ensure that guests make the most of their stay and discover the best the region has to offer.

By offering these recommendations, vacation rentals not only prevent guests from getting bored but also demonstrate their commitment to ensuring a fulfilling and enjoyable experience. Positive experiences with local attractions can leave a lasting impression on guests and contribute to their overall satisfaction with the property.

Using Enso Connect’s Boarding Pass you can configure local service providers in your area and guests can easily find more information about the activity provider.

8.      Provide Something Unexpected

Surprising guests with unexpected offerings is an excellent way to elevate the guest experience. Going beyond their expectations can leave a lasting impression and create a memorable stay.

These unexpected gestures can range from;

• simple treats like chocolates on the pillows, a common practice in the hotel industry.
• providing additional amenities like a pinball machine or golf simulator for entertainment.
• or a “movie night gift basket” with popcorn and sweets.

These unexpected gestures demonstrate thoughtfulness and attentiveness to guests’ enjoyment, making them feel valued and creating a positive impression of the property. By offering something extra, vacation rentals can create a memorable and special experience for their guests.

9.      Prevent Maintenance Issues Before They Occur

Preventing maintenance issues before they occur is a proactive approach that significantly improves the guest experience.

One recommended practice is conducting a home inspection on each property. This relatively affordable investment, typically ranging from $300 to $600, provides a comprehensive report detailing potential issues that could arise. Armed with this information, property owners can proactively address and resolve maintenance issues during the slow season, avoiding disruptions or inconveniences when guests are present.

Another best practice is implementing a pest control plan to safeguard the property against rodents and unwanted pests. Regular inspections and preventative measures help ensure a pest-free environment for guests, minimizing the chances of encountering any unpleasant surprises during their stay.

By taking these preventive measures, vacation rentals can maintain a high standard of quality, providing a smooth and trouble-free experience for their guests.

10.      Transition to Eco-Friendly Products

Transitioning to using more eco-friendly products is indeed a fantastic tip for creating an exceptional guest experience while catering to the growing number of eco-conscious travelers. Guests are thrilled to see sustainable practices and eco-friendly products being utilized in vacation rentals and boutique hotels.

Switching to eco-friendly alternatives for bathroom essentials like shampoos, conditioners, body washes, and soaps not only reduces the environmental impact but also demonstrates a commitment to sustainability. Additionally, offering eco-friendly bathroom essentials such as recycled or bamboo toilet paper, biodegradable makeup wipes, and refillable toiletry dispensers adds an extra touch of eco-consciousness that guests appreciate. These small yet impactful changes contribute to a greener and more responsible guest experience, aligning with the values and expectations of eco-conscious travelers.

How Enso Connect Can Help

Streamline the management of your vacation rental and create a seamless experience for your guests. Enso Connect can help by personalizing and simplifying guest interactions at all stages of the customer journey. Take advantage of dozens of integrations to manage check-in and communication while creating upsells to maximize your profits and enhance your guest’s experience. Learn more about rentals or book a demo today!

Global events affecting hospitality 

The last couple of years have been challenging for every sector across the globe. And the hospitality industry is among the hardest hit. The global pandemic, natural disasters and war conflicts caused a lot of damage and instability around the world.  

Inflation, energy crisis, labor shortage and lack of confidence in the future put a lot of stress on hospitality operators. With the impending recession, how can property management businesses prepare?

5 ways for an STR business to be resilient during economic uncertainty

1. Digitizing interactions for higher guest satisfaction and efficiency

Leverage digital tools to optimize operational efficiency and enhance the guest experience.

Digital guest communication

It is the key to combating staff shortages, relieving the workload of employees and meeting guests’ expectations from booking to checkout. 

Use digital channels, such as email, SMS, WhatsApp and OTA messengers to interact with your guests. To be on top of messages on all channels you’re using, you might want a unified inbox solution. 

Online check-in and remote access

Those are great ways to eliminate waiting for guests and save time on the operator’s side. 

Create a digital journey for your guests to easily go through their vacation rental stay, starting right after the booking. Guest verification, fees and payments, agreement signature, check-in instructions and, finally, remote access to the property. All these can be done in minutes.and without any physical presence on the spot.  

Digital guidebooks 

Your team won’t have to be answering the same questions over and over again, and your guests won’t be waiting for their answer. Send your guests a digital guidebook or two, including the information they might need for a joyful stay. Go ahead and answer their questions even before they request any information.

2. Using automation to reach operational excellence and help your team thrive

Guest messaging automation 

Release your team from performing repetitive tasks of sending the same messages to guests. 

Remote access automation

for saving your team’s time and a higher guest satisfaction 

Property care apps, operational cleaning 

for more efficient processes, allowing next guests to check-in earlier (or sell an early check-in)

3. Leveraging dynamic pricing or revenue optimization companies

Use dynamic pricing to make sure that the rates are taking into account your flexible cancellation policies, etc. It can be hard without having revenue managers work for you. With companies like Wheelhouse or Pricelabs,  or revenue optimization companies, like Angel Host, you can achieve this without growing your team.

This empowers your team to make better decisions faster, while ensuring you can capture the existing demand with the right prices at the right time. 

4. Diversify revenue sources with upsells 

In addition to occupancy and nightly revenue, operators should view every touchpoint as a potential to earn money and enhance the guest experience.

Professional property managers can increase gross margins by 55% with upselling and cross-selling. 

The accommodation is only 30% of the travel budget. So the remaining 70% could become an incredible revenue source for your business.

Because of the hyper local component to the business, property managers are uniquely positioned to find the best local providers. Guests will also trust their recommendations.

A referral agreement with the top providers in your destination could lead to a significant increase in your gross margins. This ancillary revenue would be 100% yours!

Learn more about how to increase profit with vacation rental upsells.

5. Drive direct bookings

While OTAs help with visibility, streamline guest verification and the entire journey, they have a heavy impact on your margins

By developing your own direct booking website you can increase the profitability of your bookings by removing the 15% commission OTAs capture from your booking revenue. This money saving strategy not only bulletproofs you for the economic downturn, but also removes the dependency on OTAs. Industry experts compare relying on OTAs to building a house on a rented land. 

Additionally, OTAs often tend to cut their marketing spend during economic downturns, thus enabling you to improve your visibility.

Use Airbnb, VRBO and other OTAs for visibility, attracting new guests, and making sure they love their stay. Collect their details and use this data to market to these people once they are out of your doors. 

As you can see, each one of the ways to stay resilient during the time of uncertainty requires using technology. To build a bulletproof tech stack that will help you weather the economic storm, you will need from three to five pieces of software.

The luggage storage problem

Most short-term rental property managers and companies don’t have space for storing items, like hotels do. Most of the inventory are individual homes that are not meant to have these amenities. This is why operators are oftentimes not able to fulfill guest requests for luggage storage solutions. 

This can cause disappointment and reflect on the entire guest’s satisfaction with the stay. Travelers, especially in expensive tourist destinations, like Paris, want to go out and explore hands-free right on arrival. 

Why vacation rental operators should offer luggage storage solutions to guests

To create a remarkable experience, hospitality operators want to be the local experience curators and go-to experts for their customers. Here’s 5 reasons why you should give a thought to the options you can offer to your guests when they ask where they can store their luggage.

1. Meeting guest expectations

Thanks to the growing popularity of short-term rentals, many travelers are switching from hotels to home-away-from-home options. They book vacation rentals expecting the same level of service as they had in hotels. The big task of the entire STR industry is to leave up to these expectations and keep the guests within the space. 

When guests ask to store their luggage before or after stay, like they would do in a hotel, you want to say yes. Due to the specifics of short-term rentals doing it the same way hotels store luggage is rarely possible. However, offering a solution for ‘the luggage problem’, even at price, will be more helpful than just saying no. It will help create this hotel-like experience, the new guests are looking in vacation rentals.

2. Less requests to deal with

Let’s look at the operational side of things. As we know, the ‘luggage problem’ is pretty common for travelers, and guests will always look for solutions. They will ask about luggage storage options even if they know it’s unlikely. 

What if you could prevent these requests by providing luggage storage options even before people ask for it? Including available solutions into digital guidebooks or other info lists provided to guests, you could avoid luggage-related questions. [As many other questions too].

3. Upsell opportunity

When offering paid solutions you can earn money from affiliate programs of partnership agreements. People are willing to pay a premium for convenience and you can get a cut. 

Another upsell opportunity can be offering an extra convenience with early check-in or late checkout offer. Guests might appreciate the opportunity to not only store luggage but use a shower or rest in the property for another couple of hours.

4. A way to stand out from competition

When it comes to choosing an accommodation, people compare many details. The more ‘points’ you have against competition, the higher is the possibility to ‘win’ these bookings. Having luggage storage solutions available in your listing can be that one advantage over other similar competing listings.

5. Elevated guest experience

Would you agree that rejecting a request does not create a great experience for guests? Even though you have all the reasons to say no, your guests might be disappointed because they didn’t get a solution.

If you do provide luggage storage options, even as add-ons, this will be perceived as helpful service. Which trickles down to higher guest satisfaction, positive reviews, loyalty, word of mouth and returning guests. This is the goal of every hospitality business.

What are the vacation rental luggage storage solutions you can offer to your guests

Here’s the list of our favorites: 

1. Your in-house upsells: late checkout and early check-in

This might seem like an upsell overkill, but provide your guests an option and let them decide whether it works for them. Many people are ready to pay more for the convenience of having the property available for another couple of hours. 

In slower times it can be worthwhile to even offer a discount on those add-ons, to have happy guests and still earn additional income.

2. The luggage solution apps

There are many luggage solutions out there. We really like the unique concept of luggage delivery that the team in Alfred offers to travelers. 

Meet Alfred, the luggage delivery and storage app. They can become the travel companion of the first and last day of your guests in town. The Alfred team aims to help anyone coming to Paris to enjoy their trip from the first to the very last minute.

3. Including available storage solutions in your digital guidebooks

There are many options to store luggage in every city with high traffic of visitors.

You can be this local expert by doing the research for your guests. Of course they can always Google “luggage storage near me”, however you are the one who really knows what’s around. What options are the cheapest, most convenient, and are open early/late, etc.   

Lockers at transit stations, luggage store services, cloakrooms of museums, etc. Build a helpful up-to-date list of options in your digital guidebook.

Have we convinced you to provide luggage storage solutions for your guests? We hope so.