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 Unified Inbox?

A unified inbox is a centralized communication hub that consolidates messages from different channels into a single, cohesive interface. Its purpose is to streamline and simplify the communication process, allowing property managers to efficiently manage interactions with guests from one place. Instead of hopping between different apps or platforms, everything you need is right at your fingertips.

Benefits of a Unified Inbox in Short Term Rental Businesses 

For people who communicate with guests daily it’s a no-brainer. 

Faster Response Times = Better Reviews

A unified inbox offers significant advantages for vacation rental managers by centralizing guest communications into a single, cohesive interface. Consolidating messages from various platforms like Airbnb, Booking.com, Vrbo, along with emails and SMS, enables faster response times. Rapid responsiveness enhances guest satisfaction and leads to better reviews and increased bookings, as guests appreciate immediate attention to their inquiries.

Increased Revenue 

Having all communication channels integrated into one platform directly contributes to increased booking conversions and revenue. Quick and efficient responses often make the difference in converting inquiries into confirmed bookings. It makes sure that no booking or upsell inquiry is missed, helping seize new revenue opportunities. 

Advanced Features for Efficiency 

Beyond consolidating messages, a good unified inbox often integrates advanced features to further enhance communication. Rental hosts and managers appreciate automated responses they can set up to handle common inquiries. Another popular feature is AI insights, like sentiment analysis and context understanding, allowing for more personalized and effective interactions. Direct integration with Property Management Systems ensures that property details and guest information are accessible, creating a seamless operational flow.

Team Collaboration 

In addition to improving response times, a unified inbox enhances team collaboration. Shared access to all guest interactions allows team members to coordinate more effectively and maintain consistent, professional communication.

Reduced Risk of Human Error 

Better tracking and management of guest inquiries is another key benefit. A unified inbox significantly reduces the risk of missed messages and miscommunications. With clear visibility of all messages, including indicators for unread and unanswered ones, a unified inbox helps ensure that no inquiry is missed. This organized communication stream allows managers to prioritize tasks and respond promptly, keeping the workflow efficient and guest communication seamless. This streamlined approach ensures that every guest interaction is logged, tracked, and addressed, fostering a reliable and professional guest experience.

A unified inbox transforms the way rental managers interact with guests by consolidating all communication channels. Enhanced with powerful tools, guest communication software, and the best software solutions, it leads to better service and improved guest satisfaction. 

Key Features of Unified Inboxes

A unified inbox is more than just a central hub for communication. It’s a powerful tool equipped with a suite of features designed to enhance efficiency and improve the overall guest experience. Let’s explore some of the key features that make unified inboxes an essential component for vacation rental managers.

Centralized Messaging from Multiple Platforms

One of the standout features of a unified inbox is its ability to consolidate messages from various booking platforms into a single interface. The inbox should consolidate messages from various channels. Whether you’re dealing with inquiries from Airbnb, Booking.com, Vrbo, or other popular booking sites, messages are gathered into one stream. And don’t forget the direct booking messages, like talking to your guests via email, SMS, WhatsApp, etc. An inbox’s multi-channel integration eliminates the need to juggle multiple accounts and platforms, saving time and reducing missed messages. From one central hub, property managers can quickly handle guest queries, confirm bookings, and manage conversations, eliminating platform-switching hassles.

Real-Time Messaging

The system should enable swift, real-time communication with guests to meet their expectations for prompt responses. Delays and integration failures in guest communication tools can cause unwanted dips in guest reviews. 

Automated Responses and Follow-Ups

Good unified inboxes often come with robust automation capabilities that can handle routine tasks efficiently. The system should offer the ability to create and schedule automated messages for various guest touchpoints. These can be booking confirmations, check-in instructions, and post-stay surveys. Operators can use messaging automation to acknowledge receipt of an inquiry or provide quick answers to common questions. These automated replies ensure that guests receive immediate attention, even during peak times or nights and holidays. Follow-up messages can be scheduled to go out at optimal times, keeping guests engaged and informed throughout their stay. 

Lead Management and Conversion Tracking

Integrating lead management and conversion tracking features allows property managers to advance prospects through the booking process. The goal is to track and effectively manage every interaction, from the initial inquiry to the final booking confirmation. This not only helps in converting inquiries into confirmed bookings but also provides valuable insights into guest behavior and preferences. 

AI-Powered Responses

The most innovative systems now offer AI-assisted replies to help streamline communication and provide quick responses to common queries. While AI-generated automated replies are available in some systems, user feedback has been largely unsatisfactory. Current AI models aren’t yet sophisticated enough for full automation in guest communication. This can and most likely will change over time, taking the quick progress of AI technology. 

Filtering and Sorting Capabilities

The ability to filter, sort, and organize messages is crucial for efficient inbox management. The real strength of a unified inbox lies in its ability to organize and prioritize messages efficiently. Messages are typically sorted by the latest activity, ensuring that the most urgent and recent communications are always at the top. This setup makes it easy to keep track of what needs immediate attention. Visual markers indicate unread or unanswered messages, helping property managers maintain an organized workflow. This ensures no guest communication slips through the cracks. It is not just about saving time but also enhancing the overall responsiveness and service quality.

Team Collaboration Features

Look for tools that allow message assignment to team members, task creation, and internal communication to enhance cooperation across departments. Shared access to all guest interactions allows team members to coordinate more effectively and maintain consistent, professional communication.

Integration with Property Management Systems (PMS)

This feature ensures that all guest communication and booking details are synced with the broader management system. It simplifies the workflow by providing instant access to reservation details, guest preferences, and payment information right within the inbox. This allows one to get a complete view of a guest’s booking, making it easier to manage check-ins, updates, and special requests efficiently. It enhances operational efficiency and ensures that every aspect of the guest’s stay is handled smoothly.

Multi-Language Support

For properties with international guests, automatic language detection and translation capabilities can be a game-changer. Some communication platforms provide this capability by integrating AI models.

Mobile Accessibility

A mobile app or responsive design allows vacation rental staff to manage communications on the go. 

Customization Options

The ability to create custom quick replies, saved views, and tailored workflows can significantly improve efficiency. 

Analytics and Reporting

Features that provide insights into response times, guest satisfaction, and team performance can help improve overall communication strategies. 

Secure messaging and privacy features.

In a time where data security is of utmost importance, unified inboxes prioritize the privacy and security of guest communications. These systems are designed with encryption and security protocols to protect sensitive information. A unified inbox secures all communications, from personal details in emails to payment information in messages, ensuring confidentiality across all channels.

Many unified inboxes offer granular access controls, allowing managers to define who can view or respond to certain messages. This not only safeguards guest data but also helps maintain a professional and trusted communication environment.

Top Unified Inbox Solutions

Streamlined communication is vital for successful vacation rental management, and Enso Connect excels in this domain while also recognizing the capabilities of other top unified inbox solutions:

Enso Connect

Enso Connect integrates SMS, email, WhatsApp, and major booking platforms into one AI-enhanced inbox, providing personalized and efficient guest communication.

RueBaRue

RueBaRue focuses on guest experience through its unified messaging solution, integrating automated messages, digital guides, and personalized recommendations.

Akia

Akia automates guest communication through a centralized SMS and messaging app system, ideal for contactless check-ins and simplified interactions.

Guesty

Guesty’s robust unified inbox supports a wide range of booking channels and communication methods, enhanced by extensive automation for efficient guest handling.

Hostaway

Hostaway offers a unified inbox that integrates with key booking platforms like Airbnb and Vrbo, along with comprehensive property management tools for growing rental businesses.

Hostify

Hostify centralizes messages from multiple booking channels, featuring automated replies and templates to ensure quick and consistent guest communication.

Hostfully

Hostfully provides a unified inbox within a broad property management system, supporting scheduled messages and customizable response templates to streamline guest interactions.

Hospitable (formerly Smartbnb)

Hospitable consolidates communications from various booking platforms into a single inbox, using advanced automation for highly personalized guest responses.

Uplisting

Uplisting’s user-friendly unified inbox integrates with major booking platforms, offering automated messaging and team collaboration tools for efficient property management.

Lodgify

Lodgify’s unified inbox is part of its all-in-one management solution, centralizing messages and providing automated responses to maintain timely guest communication.

Escapia

Escapia, by Expedia Group, simplifies communication across multiple booking channels with a centralized inbox and automated response tools.

5. Guest Profile and Booking Details

Viewing comprehensive guest information and booking history within the inbox is crucial for personalized service.

6. Mobile Accessibility

 Accessibility on mobile devices for managing guest communications on the go.

12 Questions to ask when choosing the right unified inbox 

Ask these questions to assess the capabilities of a guest messaging tool. This will help you understand whether it meets all your requirements for a scaling hospitality business. See which solution checks more boxes to make an informed decision. 

1. How does the inbox display messages?

Are communications from different channels segregated into separate threads, or are all conversations consolidated into a single feed?

Some messaging tools categorize the emails, SMS and and OTA messages in separate threads. This design originates from traditional inbox systems that initially supported only email communications. Subsequent iterations incorporated additional channels to expand functionality. 

Examples for such design can be unified inbox in Track PMS, Streamline PMS and Akia. 

Why is this important? 

This approach ensures that your team views all communications in chronological sequence, facilitating efficient and contextual message management.

2. Does it support native OTA communication? 

Certain platforms employ secure messaging protocols rather than direct API integration, which can potentially result in message synchronization delays.

Why is this important? 

To improve rankings on Online Travel Agencies (OTAs), timely and effective communication via these platforms is crucial. 

3. Does it support webhooks? 

Webhooks are automated messages sent from one application to another when a specific event occurs. Think of them as a digital notification system between different software services.

Example. When a website contact form is completed, a webhook can instantly transmit that data to your CRM software for processing.

Webhooks allow different systems to communicate and share data in real-time without constant manual checking or polling for updates. They’re a key component in creating efficient, automated workflows between various digital tools and platforms.

Why is this important? 

A platform that supports webhooks will not have any delays. Companies that use webhooks will support instant messaging for receiving and sending. Inboxes that are using pulling functions may involve a delay. If the unified inbox was built prior to 2019, chances are they’re still using pulling functions.

4. Does it support tag based messaging? 

When “tag”, then send capabilities enable automated, targeted communication based on specific tags. You can tag certain events, guest behaviors, or status changes, and automatically send relevant messages accordingly. For example, if a maintenance request is tagged as resolved, an update can be automatically sent to the guest. 

Why is this important? 

This functionality empowers your team to design and implement custom workflows that you might not be aware of. It creates timely, accurate communication, by reducing manual tasks and ensuring that no important updates are overlooked.

5. Does it support bulk messages? 

Bulk messaging capability in a unified inbox allows you to send a single message to multiple recipients simultaneously. This feature enables efficient communication with large groups of guests, saving time and ensuring consistent information delivery across various channels.

Why is this important? 

You need to be able to notify large segments of your guest contact about campaigns or other initiatives. Doing it through a coordinated bulk messaging is the most convenient way to maintain guest awareness.

6. Does it support different types of notifications? 

Why is this important? 

The ability to customize notification parameters is crucial, as receiving alerts for every message may not be relevant or efficient for all team members. Implementing effective filtering mechanisms allows staff to prioritize and focus on the most pertinent communications.

7. Does it support user assignment?

Why is this important? 

The functionality to assign specific users to individual conversations facilitates performance monitoring and evaluation within your team. This feature enables systematic tracking of staff interactions and responsiveness.

8. Does it support sending email, SMS and WhatsApp from a custom email or phone number?  

Why is this important? 

Non-branded communication channels, such as generic email addresses, unfamiliar area codes, or questionable numbers, can undermine your company’s professional image. Implementing custom email domains and region-appropriate phone numbers enhances credibility, fosters trust, and facilitates stronger guest relationships. 

9. What kind of filters does it support? 

Why is this important? 

While signing up for a unified inbox, it’s important to consider that even if you are not the primary user, your virtual assistants might be. They will require the ability to efficiently search through thousands of guests using various filters. These filters can include check-in and check-out times, listing details, guest names, sentiment tags, countries of origin, and other relevant criteria. Ensuring this functionality will enable your team to manage communications effectively and provide a seamless guest experience.

10. Does the inbox support AI?  

Today’s unified inbox must incorporate AI for enhanced efficiency, personalized communication and data-driven management.  

Why is this important? 

AI in a hospitality unified inbox prioritizes messages, summarizes conversations, and provides personalized responses, allowing staff to handle complex issues. It also analyzes guest preferences and supports multilingual communication, enhancing decision-making and overall guest satisfaction.

11. What does reporting look like? 

Can you check the average response times or pull any additional information?

Why is this important? 

Comprehensive reporting in a hospitality unified inbox is crucial as it helps monitor communication efficiency and guest satisfaction. Tracking metrics like response times and message volumes identifies areas for improvement. Sentiment analysis and satisfaction scores guide service enhancements. These insights enable better decision-making, optimize operations, and boost guest satisfaction and retention.

12. Does your inbox support translations 

Why is this important? 

For vacation rental businesses hosting international guests, it is essential to facilitate conversations in their preferred language.

Comparison of Top Providers

Below is a comparison of top unified inbox providers based on key features, pricing, and user feedback.

Name	Enso Connect	RueBaRue	Akia	Guesty	Hostaway	Hostfully	Hostify	Hospitable	Uplisting	Lodgify	Escapia
Software Type	Guest Experience Platform	Messaging Platform	Messaging Platform	PMS	PMS	PMS	PMS	PMS	PMS	PMS	PMS
Ideal User Size, Listings (Small: 1-10, Medium: 10-100, Large: 100+)	Medium & Large	Small & Medium	Small & Medium	Medium & Large	Medium & Large	Small & Medium	Small & Medium	Small	Medium	Small	Medium & Large
Single Multi-Channel Thread	v	–	–	v	v	–	–	–	–	–	–
Native OTA Integration	v	–	v	v	v	v	v	v	v	v	v
Webhooks	v	–	v	v	v	v	v	v	–	v	–
Tag-Based Messaging	v	v	–	v	–	–	–	v	–	–	–
Bulk Messages	v	v	–	–	–	–	–	v	–	–	–
Different Types of Notifications	v	v	v	v	v	v	v	v	v	v	v
User Assignment	v	v	–	v	v	–	–	v	–	–	–
Custom Email or Phone Number	v	–	–	–	–	–	–	v	–	–	–
Supported Filters* (Including xyz)	v	–	–	–	–	–	–	–	–	–	–
AI Features	v	–	–	v	v	–	–	v	–	–	–
Sentiment Analysis	v	–	–	–	–	–	–	–	–	–	–
Reports and Dashboards	v	–	–	v	v	–	–	v	–	–	–
Multilingual Translations	v	–	–	–	–	–	–	v	–	–	–
Multi Inbox (Split between Inquiries, Reservations, Maintenance)	v	–	–	–	–	–	–	–	–	–	–
Basic Automations*	v	v	v	v	v	v	v	v	v	v	v
Advanced Automations*	v	–		v	–	–	–	v	–	–	–
Saved Replies	v	v	v	v	v	v	v	v		v	–
Quick Commands*	v	–	–	–	–	–	–	–	–	–	–
Cancel Automations	v	–	v	v	v	–	–	v	–	–	–
Priority Inbox	v	–	–	–	–	–	–	–	–	–	–
2-way Sync with PMS	v	–	–	Not Relevant	Not Relevant	Not Relevant	Not Relevant	Not Relevant	Not Relevant	Not Relevant	Not Relevant

* basic – can send messages for key steps of the guest journey (booking, check-in, check-up…)

*advanced – can send messages based on more advanced triggers (guest is verified, guest has paid the deposit…)

*quick commands – type / to access quick responses

*Cancel Automations – cancel an automated message for a specific guest, without canceling for all guests

Unified Inbox Implementation Tips and Best Practices

Steps to Integrate a Unified Inbox

Assess Your Needs: Identify the communication channels and features that are most critical for your business.

Choose a Platform: Select a unified inbox that aligns with your operational requirements and integrates seamlessly with your existing systems.

Set Up and Configure: Follow the platform’s guidelines to connect your channels, customize templates, and configure automation settings.

Test the System: Before going live, thoroughly test the system to ensure all integrations and automations work as expected.

Launch and Monitor: Roll out the system and monitor its performance, making adjustments as needed to optimize efficiency.

Training Your Team

Comprehensive Training: Provide detailed training sessions on how to use the new inbox, emphasizing key features and best practices.

Continuous Learning: Encourage ongoing education and updates as new features or enhancements are introduced.

Role-Based Access: Set up user roles and permissions to streamline task assignments and maintain security.

Common Pitfalls to Avoid

Neglecting Testing: Failing to thoroughly test the system can lead to operational hiccups.

Overlooking Training: Inadequate training can result in underutilization of the platform’s capabilities.

Ignoring Feedback: Not seeking team and guest feedback can prevent you from optimizing the system effectively.

Future Trends in Vacation Rental Communication

AI Chatbots in Unified Inboxes

AI chatbots are becoming increasingly sophisticated, handling routine inquiries and enhancing guest interactions with real-time responses and 24/7 availability.

Enhanced Automation and Personalization

Future unified inboxes will leverage advanced automation to provide even more personalized and contextually aware responses, further streamlining communication processes.

Integration with Emerging Communication Platforms

As new communication platforms emerge, unified inbox solutions will continue to evolve, integrating these channels to meet the growing expectations of tech-savvy guests.

Simplify and Automate your guest messaging with AI Unified Inbox. See how it works.

Akia VS Enso Connect: Top Three Differences

– Enso Connect offers a unified “single-link” approach for managing the entire guest journey. This means that guests can interact with all aspects of their stay through a single, streamlined interface, simplifying their experience from booking to check-out. This cohesive approach ensures that all guest interactions and communications are seamlessly integrated and easily accessible.

In contrast, Akia utilizes separate “mini-apps” for different stages of the guest journey. Each mini-app is designed to handle specific aspects of the stay, such as booking confirmations, pre-arrival instructions, and post-stay follow-ups. While this approach allows for specialized functionality at each stage, it may require guests to navigate between different apps or interfaces, potentially impacting the continuity of their experience.

– While Akia organizes messages into dedicated threads for specific topics or stages of the guest journey, Enso Connect adopts a different approach by presenting all communication types chronologically in a single inbox. This chronological view ensures that every message, regardless of type or source, is displayed in the order it was received.

This method provides better context and allows property managers to track the entire flow of communication with each guest. By viewing all interactions in sequence, Enso Connect helps maintain a comprehensive understanding of the guest’s journey, enabling more informed and timely responses. In contrast, Akia’s threaded messaging may require users to switch between different threads to get a full picture of the guest’s communication history.

– Enso Connect’s AI integration leverages advanced language models, such as ChatGPT, to deliver highly customizable and information-rich responses. This integration allows for dynamic, context-aware interactions that can adapt to a wide range of guest inquiries, providing detailed and personalized replies that enhance the overall guest experience.

In contrast, Akia’s AI capabilities focus on preset automated FAQ responses based on confidence ratings. While effective for handling common questions, this approach is limited in its ability to offer personalized or nuanced responses. Enso Connect’s use of advanced language models enables more sophisticated communication, allowing for tailored responses that can address a broader spectrum of guest needs and scenarios.

Dive into our in-depth comparison of features, pricing and other data points, designed to help you make an informed decision.

Product Overview and Key Features: Akia  

Akia offers a cloud-based text messaging platform designed to facilitate direct communication, service recovery, and review management for hotels. 

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 tailored to guest location, and upselling tools.

Akia Mini Apps offer a range of tools to automate communication, streamline workflows, and personalize guest experiences. Here are the main features, presented by the mini apps, offered by Akia software: 

Communication & Automation

• Scheduled Journey: Automated messages throughout the stay.
• Automatic Responder: Pre-written responses to common questions.
• Personalized Messaging: Use guest data to tailor communication. 
• Task Automation: Automate post-checkout tasks like automatic review requests or thank you messages.

Information & Services

• Arrival Guide: Customizable digital guidebooks.
• Food Menus: Digital menus with easy ordering and customization options
• Registration Cards:Guest verification requests to capture guest IDs, signatures, and deposits remotely. 
• Pet Waiver: A pet policy waiver 

Akia’s product, functionality, features, and aesthetics are geared towards standardized hotel operations, offering amenities like food menus and arrival guides. In contrast, vacation rental operators require tailored upsells and condition-based automations to cater to the unique nature of each property. While traditional hotels follow more uniform procedures due to their centralized location, short-term rentals demand a higher level of customization. They need to streamline operations according to their specific business needs. Akia’s most expensive plan limits customization to just 10 triggers, which may not suffice for vacation rental businesses seeking granular control over their processes.

Product Overview and Key Features: Enso Connect

Enso Connect is an AI-powered guest experience platform for vacation rentals, boutique hotels and serviced apartments. The platform offers a range of tools and features, allowing to personalize and monetize interactions throughout the guest journey. 

Alongside AI-driven unified messaging, Enso Connect offers a Boarding Pass guest app, customized upsells, smart automation, CRM, and more. 

Enso Connect’s key features include:

• Unified inbox for managing email, SMS, WhatsApp messages, and Airbnb correspondence
• EnsoAI, powered by integration with ChatGPT, unlocks advanced language capabilities within the platform
• Customizable upsell and in-app payment options for additional revenue streams
• Built-in guest verification services through partnerships with safety providers like Autohost and Superhog
• Ability to create automated workflows and set conditions based on booking sources or other factors
• Hospitality CRM hub, allowing to centralize guest data and personalize interactions. 

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: 

These mini demos are just a couple of examples that showcase tailored automation solutions for unique hospitality business need.

Advanced verification procedures, configured by channel, property type, guest type and more.

Crunching unexpected vacation rental scenarios with smart automations

Upsell conditions to present the right offer at the right time

Working with two property management software providers

Akia VS Enso Connect: Feature Comparison

Akia and Enso Connect have some 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 short-term rental hosts 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, have a capability to automate review requests based on guest sentiment and offer a mobile app for users. 

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

Unified inbox 

Akia’s approach to a unified inbox differs from the conventional chronological view. Instead of displaying all communication threads in a single chronological order, Akia groups messages by channel (e.g., email, SMS, Airbnb). This means users need to open each channel separately to view the respective messages, which are ordered by the channel rather than chronological order across all channels. Akia positions this approach as a way for businesses to “own their guests” by separating pre-booking communication (typically email) from post-booking interactions (often SMS). While this method may appeal to some, it deviates from the traditional unified inbox experience where all messages are displayed in a single chronological feed, regardless of the channel.

Guest app 

One of the biggest differences between Akia and Enso Connect is their approach to guest interaction. Akia uses mini-apps to provide custom and dynamic capabilities at different steps of the guest journey through various links. Whereas Enso Connect uses a single Boarding Pass link that guests will use throughout their entire journey. 

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.

AI capabilities 

Akia utilizes AI capabilities to automate responses to frequently asked questions (FAQs), with replies generated based on a “confidence” rating system. While this approach can handle common inquiries efficiently, multiple users have reported limitations with the setup, including issues with response accuracy and relevance.

In contrast, Enso Connect leverages EnsoAI to provide a more comprehensive solution. EnsoAI integrates information from both within the Enso platform and external sources, allowing it to deliver more informed and contextually relevant responses. This approach not only ensures higher accuracy but also allows for further customization of responses before they are sent, adding a personalized touch to each interaction.

Additionally, EnsoAI incorporates the ability to prompt responses, similar to functionalities found in advanced platforms like ChatGPT. This feature enhances the efficiency and effectiveness of customer support by suggesting tailored replies and streamlining the communication process.

Third party and smart lock integrations 

When using multiple third-party tools alongside Akia, users frequently encounter challenges due to the platform’s lack of seamless integration. This often results in significant manual overhead and inefficiencies. For example, a customer who transitioned from Akia to Enso Connect experienced the need for manual processing of every new booking because Akia’s limited automation capabilities did not integrate effectively with their existing tools.

Enso Connect addresses this problem by offering advanced white labeling and high-quality integrations with a wide range of third-party hospitality tech tools. The platform’s automation capabilities streamline operations across different systems, reducing the need for manual tasks and ensuring a smoother, more cohesive workflow. This integration not only enhances operational efficiency but also improves the overall guest experience by ensuring that all tools and systems work together seamlessly.

UX and Interface

There are a couple of significant differences between user experience and user interface in Enso Connect and Akia. 

The distinct differences are in messaging and guest experience. Akia’s messaging system groups communications by type (SMS, email, WhatsApp, etc.), which can lead to loss of context, or require users to click through each group to view messages. In contrast, Enso presents all messages in chronological order within a single thread, providing a more seamless and coherent view of guest interactions. 

Enso Connect’s approach to streamlining the guest experience differs from Akia’s. Enso Connect uses a single Boarding Pass link that guests use throughout their entire journey. This unified experience simplifies navigation and interaction for guests which enhances the overall experience. Akia uses “mini-apps,” which involve different links at various steps of the guest journey. This can create a fragmented experience, requiring guests to manage multiple links at different stages. 

Integration Capabilities 

Enso Connect’s unique vision emphasizes integration rather than replacing existing software, positioning it as the “Zapier of hospitality.” This approach allows users to create seamless guest journeys by connecting various tools and platforms, eliminating the need to log into multiple apps or send numerous links to guests. Enso Connect’s ability to unify different systems into a cohesive workflow streamlines operations and enhances the guest experience.

In contrast, Akia’s approach to connecting software often falls short, particularly when integrating three different types of systems. Users frequently encounter difficulties in achieving smooth integration, leading to fragmented processes and inefficiencies. Enso Connect’s commitment to integration ensures that users can manage their operations more efficiently and provide a more unified experience for their guests.

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. Check the Enso Connect’s pricing here. 

For those looking for a “budget” alternative and less customization, Akia 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 Akia 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 cater 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. 

Customer support and training 

Enso Connect prioritizes delivering attentive, human-centric support and boasts a swift onboarding process that includes at least two dedicated sessions with their team. This approach ensures that users receive personalized assistance and a smooth transition to using the platform. Customer feedback frequently highlights the exceptional quality of Enso Connect’s onboarding process and the professionalism of their support team.

Both Akia and Enso Connect charge an onboarding fee, but Enso Connect distinguishes itself with its comprehensive support and personalized onboarding experience, which significantly contributes to a smoother and more effective implementation for its users.

Conclusion

Akia predominantly caters to traditional hotels, tailoring its features to meet the specific needs of this sector. Enso Connect serves vacation rentals, boutique hotels and serviced apartments, optimizing its functionalities for these business models. 

For scaling short-term rental businesses, using multiple channels for guest communication, Enso Connect’s unified inbox is a no brainer. It is more convenient and organized, empowering small teams to respond quickly with the AI and priority inbox functionality. In addition, a single-link guest portal that is seamlessly navigating guests throughout their entire journey provides a better guest experience. This also increases guest engagement with the app, driving higher upsell conversion and reducing questions asked.

Operators using third-party guest verification and smart locks appreciate Enso Connect’s seamless integration of all these services into a simple unified interface.