We recently released a report that highlights the critical role technology plays in the short-term rental industry, particularly during and after the COVID-19 pandemic. The findings emphasize that technology is not only a convenience but has become a fundamental aspect of success and resilience for property managers and owners navigating the new normal.

In the report, we outlined that during the pandemic, guests were increasingly selective about the properties they chose, favoring those equipped with modern technology. One of the key insights was that properties implementing technology solutions—such as contactless check-ins, smart home features, and automated communication—were more likely to attract bookings. These tech-driven experiences offered an added layer of safety and reassurance to guests, who prioritized health and hygiene more than ever before.

Additionally, the report revealed that property owners were making significant investments in contactless technology. Features like keyless entry systems, digital concierge services, and remote-controlled amenities helped foster trust and confidence among guests. These innovations allowed travelers to maintain social distancing and avoid unnecessary interactions, making them feel more comfortable during their stay.

Post-COVID, these tech upgrades continue to play an essential role in the guest experience. Not only do they provide convenience and enhanced service, but they also reflect a modernized, guest-centric approach to hospitality that is becoming increasingly expected in the industry. Properties that have integrated these technology solutions are positioned to thrive in the long term, as the demand for seamless, contactless, and tech-enhanced stays shows no signs of slowing down.

The report underscores that in a competitive market, leveraging the right technology is crucial—not only for ensuring guest satisfaction but also for increasing operational efficiency, boosting revenue, and staying ahead of industry trends. Technology has become a key differentiator for successful short-term rental businesses during the pandemic and beyond.

Property technology

Property technology, which was already seeing steady growth before the pandemic, saw a major increase in adoption due to the pandemic. Guests were looking for contactless solutions in the properties they were renting, and hosts had to catch up. A survey conducted by the Harris Poll stated that 48% of guests wanted a property with contactless procedures among other technologies to simplify and reduce the possibility of transmission.

As the short term rental industry is quite volatile due to restrictions, guest comfortability, and number of cases, expected revenues for businesses are incredibly hard to predict. Another aspect that was highlighted by our report was that flexibility is paramount during this time. One way hosts have pivoted during the pandemic is by introducing longer term stays. This solution, although good, does not account for the resources used by the guests — enter dynamic pricing tools. In order to offer guests flexibility when booking, while also maximizing income, dynamic pricing tools can help with both cases. By introducing different rates to guests depending on what type of stay they are having can ensure your business and their happiness is first on the list.

During the pandemic, even when revenues were at a low, hosts continued to spend on property technology (71.4% according to IGMS). This not only shows the loyalty that hosts have to their property technology, but also that hosts weren’t looking to get rid of the services that were helping them the most.

We covered much more in our report, and if you’re curious to learn more about why your property needs technology, feel free to check it out on our website, or send us an email so we can send it to you at contact@ensoconnect.com.

With this pandemic, we — as a society — have had to change the way we look at many different situations. Our perspectives on restaurants, public transit, family gatherings, and travel have all shifted significantly. For starters, many travelers are skeptical about the future of travel, with their concerns focusing on the safety of traveling, the transmission of the virus, restrictions, and the overall health and safety of others.

These anxieties have understandably led to a significant reduction in travel, even though it hasn’t completely ceased. Travelers are now more cautious and discerning about their choices, and this change in behavior is likely to persist for some time. As the travel industry begins to recover, it’s crucial to address these concerns head-on and adapt to the new expectations and demands of travelers. Ensuring safety and providing clear, transparent communication about health measures can help rebuild trust and encourage a gradual return to travel, paving the way for a more resilient and responsive industry in the future.

The frequency of travel will most likely be changed after the pandemic. For some people, they will be travelling every chance they get as they feel they have missed out on adventure and travel having been in lockdown. For others, however, they may never feel safe to travel in the near to mid future. Fearing the worst, they may just stick locally and stay with what they know.

Hot travel destinations may also change. Old tourist hot spots may not be as busy, as those looking to travel may not want to be around so many people. Travel decisions may likely revolve around population density as well as how popular the destination is. That being said, there are those who won’t care about either of those things and will travel like normal.

The duration of stay could possibly see getting longer on average. During this pandemic, such OTAs like Airbnb have instituted longer term stays (28 days or more) in order to combat the spread of COVID and reduce the frequency of unique Airbnb visits. Because of this, some property owners may continue with this as they may like consistency and added precaution.

COVID has shaped the way the world currently operates and will continue to shape how the world operates in the future. Travel is no different, and the trends we’ve seen recently will most likely continue into the future.

Stress is a common challenge, and it’s likely that you’ve been feeling its weight more heavily recently due to the pandemic. However, it’s important to recognize that there are various stressors in life, some of which may be entirely unrelated to COVID-19. These stressors might have been intensified by the pandemic, but they exist independently.

At Enso Connect, we understand that owning and managing a rental property can be a significant source of stress. From dealing with unexpected maintenance issues to managing guest expectations and balancing administrative tasks, the demands can add up quickly. We recognize that these challenges, whether pandemic-related or not, can feel overwhelming.

That’s why we’re here to offer support. Our solutions are designed to alleviate the pressures of property management and streamline your operations. By integrating smart technology and automation into your property management practices, we can help reduce the day-to-day stressors and simplify your responsibilities.

Our tools enable efficient communication with guests, automate routine tasks, and provide real-time updates, allowing you to focus on what truly matters. With Enso Connect, you can manage your property with greater ease and confidence, knowing that you have reliable support and innovative solutions at your disposal.

Let us help you navigate the complexities of property management, so you can experience less stress and more peace of mind. Our goal is to make your rental experience as smooth and stress-free as possible, allowing you to enjoy the benefits of property ownership without the added pressure.

Stress from your rental may come about in many different ways.  One common thing that we have noticed is stress from lack of bookings.  It’s no secret that the pandemic has affected the travel industry, thus impacting the short term rental industry, but in order to overcome this we must think outside the box.  Currently, it may not make sense to rent out your property for relatively short periods of time (depending on your location), as possible exposure to COVID can increase, as well as the amount of money spent on cleanings. One strategy you may consider is the medium length stay — approximately 28 days or more.  What this does is create more constant cash flow, as well as making sure you and your guests are also keeping safe.

Another thing that we have learned is that some property owners do not maximize their booking by leveraging the use of a Property Management Software (PMS).  Certain companies that offer a PMS have built in price management tools.  What does this mean exactly? Well, simply it means it always prices your rental so you can maximize your income, as well as filling in empty rental space that you probably wouldn’t have been able to fill anyway.  With the use of this software, you can worry less about not getting enough income, so you can enjoy your day-to-day more.

Communicating with your guests

Another common challenge that many hosts face is managing guest communication effectively. Keeping up with frequent messages from guests can be time-consuming and overwhelming, and poor communication can lead to issues with your rental and potentially lower your host rating.

Fortunately, property management systems (PMS) are here to simplify this process. With advanced PMS solutions, you can consolidate all your guest communications into one centralized platform. Whether you’re texting, messaging through Airbnb, or using email, all these interactions can be managed from a single interface.

This centralized approach offers several benefits. It allows you to streamline your responses, ensuring that no message is missed and that all guest inquiries are addressed promptly. By having all communications in one place, you can easily track conversations, maintain a consistent tone, and quickly access any relevant information without having to search through multiple platforms.

In addition, many PMS solutions offer automated messaging features, which can further reduce the burden of constant communication. You can set up pre-written responses for common questions or automatic reminders for check-in/check-out procedures, ensuring that your guests receive timely and accurate information without requiring your constant attention.

Embracing a PMS can significantly enhance your efficiency in managing guest interactions, improve your responsiveness, and ultimately lead to a better guest experience. With this streamlined approach, you can focus on delivering exceptional hospitality while reducing the stress associated with managing multiple communication channels.

At the end of the day you’ll most likely still have some underlying stress, but hopefully these suggestions will at least make you feel at little more at ease.  And also remember that everyone is in the same boat, so don’t feel like you can’t ask questions! If you’re looking to ask us any questions, like always, our email is contact@ensoconnect.com.

Renting during a pandemic was likely not something you ever anticipated, but here we are. Life during and after COVID-19 has introduced many unique and challenging situations as we strive to return to a new normal. Cleaning protocols have undergone significant changes, and your rental may have even experienced a complete health and safety overhaul. Beyond these adaptations, guests themselves have modified their expectations and procedures when renting properties.

So, how can you as a host maximize your potential by leveraging Property Management Software (PMS) in this evolving landscape? The answer is straightforward.

With Property Management Software (PMS), you will experience a significant reduction in uncertainty across nearly every aspect of your rental. Without a PMS, renting during COVID-19 can present numerous challenges and even health risks, such as maintaining rigorous cleaning protocols and managing safe guest access with minimal touch points.

A well-chosen PMS addresses these issues effectively. It can automate and schedule cleanings, ensuring that your property is thoroughly sanitized and ready for the next guest without the need for manual oversight. This automation eliminates the guesswork and ensures that every cleaning task is completed in accordance with the latest health guidelines.

Furthermore, when it comes to guest access, a PMS can facilitate a seamless experience with minimal physical contact. By integrating with smart lock systems and providing contactless check-in options, the software helps you offer a safer, more convenient process for guests to enter and use the rental. This approach reduces potential exposure to contaminants and enhances the overall guest experience, aligning with current health and safety expectations.

Another major benefit of leveraging Property Management Software (PMS) is the significant ease of use it provides. The pandemic has undoubtedly added a layer of complexity and stress to managing short-term rentals. How much time do you currently spend worrying about COVID-related protocols or managing your rental? With a PMS, you can reduce this stress and focus more on enjoying life and managing other aspects of your business.

A well-designed PMS offers features that streamline communication and operational tasks, minimizing the need for constant manual intervention. For example, automated messaging capabilities ensure that guests receive timely and accurate information without you having to repeatedly provide details like Wi-Fi passwords or check-in instructions. This automation not only saves you time but also enhances the guest experience by ensuring that communication is prompt and consistent.

Additionally, a good PMS integrates seamlessly with your existing rental setup, offering a straightforward and intuitive solution that fits into your current operations. This integration reduces the learning curve and allows you to quickly adapt the software to your needs without disrupting your workflow.

Lastly, if you haven’t been stressing about your rental, but instead spending countless hours trying to make sure it’s perfect, then a PMS can be of help to you too! The main purpose of a PMS is to simplify your existing rentals, and make the process less stressful and time consuming. Having all of your rentals in one place, or having auto messages, or even having a smart AI concierge (like Enso Connect offers), can allow you to be more efficient when running your rental, especially when you can schedule room cleanings.

I know I covered some broad topics, but if you’re unfamiliar with what a PMS is or if your rental needs one (I think it does — but I’m a bit biased), feel free to reach out to contact@ensoconnect.com so we can discuss and better address the issues you are currently facing.

It’s pretty evident that 2020 hasn’t been beneficial to the hospitality and short term rental industry. On one hand, expectations are high for hotels, resorts, and short term rentals like Airbnb and VRBO to offer memorable experiences and a satisfying stay, which is defined differently by various types of travellers. Amenities and a stellar reputation are things that can make or break someone’s stay, so hotels and STRs need to find ways to stay competitive and entice visitors. Given that the lodging industry is estimated to have an annual revenue of well over $500 billion, the stakes have never been greater.

Of course, all the good intentions and great ideas hold no sway, if the entire industry is put on hold due to a pandemic. It’s estimated that the travel and tourism industry lost roughly $238 billion USD this year, with countless jobs lost and more than a few closures of restaurants, hotels, and even an exodus of STR hosts. Thankfully, the industry was able to pivot and slowly reopen to regain some lost tourism. There’s a sense of cautious optimism in the air, but rebuilding the industry back up won’t be easy. But it is doable, and it requires the hospitality industry to give their customers things that they didn’t know they needed.

Turning to technology

Smart technology and keyless entry have been something that the hospitality industry was turning towards well before this year, but the adoption was challenging for some hotels and rentals. While some hotels in other parts of the world still use physical keys, the majority (if not all) international chains use keycards for room access. Guests, however, still need to physically check in at the hotel. Technology exists, however, to take away the human element completely, and rely on smart locks and mobile phones. For example, the Marriott Bonvoy app allows guests to book online, check in via their app, and use their phone as a mobile keycard to allow for room access, as well as to the amenities. This means that guests can get to their rooms quicker, without having to wait in the lobby line, and on top of that, this keyless entry solution means less person to person interaction.

On the short term rental side, hosts can turn to a Property Management Software (PMS), that can allow them to do the same – manage check ins, issue communications, automate cleanings, and allow for remote access, as well as control technologies such as thermostats, noise sensors and wifi. Using the tools available will allow for hosts at Airbnb, Vrbo (HomeAway), etc to focus more on customer service and offering a memorable experience, then on the day to day management of their rental property. Some PMS’ also offer a virtual concierge to answer common questions, and automated reminders for guests.

Outside of the ease of allowing access and speeding up the processes of booking and checking in, this automation also offers peace of mind to travellers. There is less physical contact, more distancing, and guests can feel safe that their hosts, big or small, are managing the property to best suit their needs.

Managing Reputations and Reviews

A hotel, Airbnb, or resort’s success can hinge on a single review. Guests are never shy about being vocal with their opinions with their place to stay, whether it’s through online reviews, comments or photos. Most of these live on social media; Instagram, Facebook, Yelp and TripAdvisor. Therefore, hotels and Airbnb’s need to be proactive in reaching out to build relationships with their guests. This is how you build trust with the travelling community.

Hotels, resorts and STRs need to be where their guests are. For example, one of the largest growing segments of travellers are Millennials. They’re adept at social media and share their experiences with their followers, via their social channels constantly. The hospitality industry needs to be in the same spaces they are to promote their upgraded rooms, technologies, and cleaning procedures, and follow hashtags and mentions to address comments and reviews to manage their reputation.

Something like this is easier with a booking platform like booking.com or Airbnb, and it’s also good for a hospitality partner to leave reviews about guests as well, if possible. Having a solid PMS system can help with ensuring that your reviews are timely, and that guests are reminded to leave one as well.

Short Term Rentals Have an Advantage

When the pandemic hit, it looked like Airbnb and other short term rentals were on the ropes. While the companies themselves were managing fine due to cash infusions and reserves, the individual hosts had no plan B; their properties were sitting vacant, and they had mortgages to pay. In key US markets, revenue was down more than 50% according to AirDNA, and even Airbnb, who has the monopoly on the US vacation rental market, had to lay off staff. But that only made them hungrier. You see, Airbnb isn’t just a STR company, but a tech company. They understood the environment, had copious amounts of data, and were nimble enough to see that they were uniquely positioned to come out of this on top.

They saw that cleanliness was going to be an obvious concern for travellers. While both hotels and STRs have been diligent about their sanitation protocols as of late, individual hosts on Airbnb and Vrbo have taken the additional step in their descriptions to share how they’re specifically addressing their guest’s need for a disinfected home. Airbnb as well, has implemented specific cleaning protocols that hosts need to adhere to, to get a specific certification on their profile. In fact, it’s fairly obvious that short-term rentals seem to have the advantage moving forward, as they offer less crowded indoor spaces, with less potential to interact with other unfamiliar guests. They’re also easier to outfit with smart home technology to streamline and accentuate their stay.

Also, the diversity of the rental market’s types and locations, also work in its favour to allow for more control over the environment that guests are in. In fact, after a dip in reservations, it seemed like cooped up travellers were ready to take the chance again. In late May, Airbnb’s bookings increased by over 20% from the previous May, for both driving-distance getaways and some further afield. They even offered the perfect place for front-line workers and support staff to have an isolated place to avoid potentially infecting their families.

Finally, there still is the issue of individual hosts and maintaining their income. While some markets have bounced back, and Airbnb hosts with less than 2 properties did get some relief from the company to recoup lost reservations, there’s still uncertainty. Many hosts have looked to transition their short term rentals into mid-to-long term rentals to offer hosts more stability, and guests more options for their stay. Others are offering deeper discounts to entice guests to travel to new markets and destinations.

Personalizing a Guest’s Experience

Travellers are a savvy bunch, and they want more from a vacation experience than just a place to rest their heads. They want perks, benefits, and a personalized experience. Hence, why hotel chains have rolled out and upgraded their membership and loyalty programs such as Marriott Bonvoy and Starwood Preferred Guest, Airbnb has implemented their Superguest program, and banks and credit card companies have travel reward partners. With all of these, travellers can collect points/miles, redeem for perks, get elite status, and have a profile in which their bookings, preferences, etc. can be stored and implemented. But with all of the data that these programs are asking from travellers, they should be giving back more.

Hotels, STR’s and hosts are sitting on information they can use to entice travellers back and offer them a unique and personalized experience. Whether it’s from their rewards profiles, or information gathered in their PMS and CMS systems, there’s a wealth of insights to be found and applied. This should be more than a blanket update to all members, but an individual note to a traveller that recognizes their preferences, and offers something more the next time they book – be it a credit for a free night, discounted tickets to a local event, or even in the case of an Airbnb host, maybe a meal on the house.

For example, let’s say, as a host in Austin, TX, you’ve learned that your guests have never been to the city, and have asked you, or other hosts questions prior to checking in, about the specific foods and restaurants they shouldn’t miss. Why not send them some food as a welcome, perhaps something from Torchy’s Tacos? It costs you a bit of money, but wins you, at the least, a rave review, and at the best, a lifelong returning guest. Or, from a travel rewards perspective, if a guest uses a travel rewards credit card at a particular store consistently, send them a discount to said store. Guests just want to know that their hospitality partners are looking out for them.

Ending the year off strong

The remainder of 2020 presents a unique opportunity for the hospitality industry, and particularly the short-term rental (STR) sector, to redefine its approach with a renewed focus on guest experience. As the travel landscape evolves in response to new health and safety concerns, there is a significant opportunity to shift toward a more guest-centric model. This shift involves not only understanding and adapting to the new travel climate but also demonstrating a steadfast commitment to providing a safe, clean, and sanitized environment for guests.

The demand for global travel remains strong, driven by an inherent desire for exploration and escape that persists despite current challenges. To capitalize on this, STR hosts must prioritize meticulous attention to detail in every aspect of their operations. By proactively addressing safety concerns, enhancing cleanliness protocols, and ensuring overall guest comfort, properties can position themselves as trusted and attractive options for travelers.

Effective communication and transparency about health and safety measures will be crucial in reassuring guests and building confidence in your property. Implementing rigorous cleaning protocols, offering flexible booking options, and providing clear, updated information about local regulations and safety practices can make a significant difference in guest perceptions and bookings.

In this critical period, the attention to detail will distinguish successful properties from those that fall short. It won’t take much to draw travelers back through your doors, but consistently meeting and exceeding expectations will be the key to a successful rebound.

Fortunately for hosts, Enso Connect is here to help with those crucial details. Our services are designed to support you in navigating these challenges and ensuring that your property stands out in a competitive market. From optimizing health and safety protocols to enhancing guest communication and experience, Enso Connect is dedicated to helping you achieve excellence in every aspect of your vacation rental management. Let us handle the intricacies so you can focus on providing exceptional experiences for your guests.

COVID-19 has forced virtually every business on the planet to either pivot or perish. The pandemic disrupted industries worldwide, and the only way for businesses to survive was to adapt to the new realities. In the face of rising cases and recurring lockdowns in many countries, COVID-19 has caused widespread devastation—not only to families and communities but also to businesses and entire industries, including the rental and hospitality sectors.

For the rental industry, the pandemic brought unprecedented challenges. Travel restrictions, health concerns, and changing consumer behavior led to plummeting demand, cancellations, and financial instability for many property managers and vacation rental hosts. In response, businesses were compelled to implement new safety protocols, adopt flexible cancellation policies, and find creative ways to offer safe, socially distanced accommodations.

The companies that have managed to weather the storm are those that embraced these changes quickly, pivoting their operations to accommodate evolving guest needs and market conditions. Whether through contactless check-ins, enhanced cleaning measures, or adjusting to the demand for longer stays and remote work accommodations, the ability to adapt has become crucial for survival. As the world continues to grapple with the pandemic’s effects, the rental industry must remain agile, prioritizing safety and flexibility to navigate the uncertainty ahead.

Renting is difficult

What was once a common and routine task, like going to the grocery store, has transformed into a stress-inducing, extraverted nightmare. Wearing a mask, navigating crowded aisles, and struggling to maintain enough distance between other customers have become part of the new reality. Renting your property has similarly been faced with new difficulties and stressors. Our only hope now is to keep adapting and modifying what we once did.

As air travel starts to pick up again, both renters and property owners find themselves in a state of unease, navigating the fear of close proximity to someone who might have COVID-19. This anxiety, along with concerns about cleanliness and safety, currently dictates the survival of the short-term rental industry. So, how can property owners navigate these issues and continue renting during the pandemic?

There isn’t a silver bullet solution to make things go back to normal (though we wish there was), but there are steps you can take. First, reflect on your property and ask yourself the hard questions: “Has my rental been thoroughly cleaned after each guest?”, “Are there clear cleaning measures in place for incoming renters?”, “Are we being transparent about how frequently things are sanitized?”

Understanding what makes a guest feel safe and comfortable in your home is essential. By addressing these concerns, you can implement the necessary safety measures and create an environment that reassures guests. Offering detailed communication about your cleaning processes and safety protocols will help build trust and project a COVID-free image for your property. This, in turn, will make future guests more confident in booking your rental, knowing you prioritize their well-being.

Sanitizing your home is paramount

Sanitization should always be the first step in making your rental a COVID-free home. Just as you wouldn’t feel comfortable arriving at a hotel in another country only to find a dirty toilet or an unmade bed, your guests have similar expectations. They’re paying for a special stay, and they want the cleanliness of the space to reflect that. While it’s easy to spot the obvious issues, like an unclean bathroom or messy bed, it’s the less visible areas that can pose the biggest risks—like a sink tap or light switch that hasn’t been wiped down, or kitchen counters that haven’t been properly sanitized.

To ensure thorough cleaning, it’s helpful to write down a list of objects and surfaces most frequently touched in your rental. This might include door handles, remotes, appliances, faucets, and light switches. With a clear idea of what needs attention, you can be sure you’re not overlooking areas that guests will interact with often.

If you’re not comfortable doing this level of cleaning yourself, consider hiring a professional cleaning service. A professional service ensures that every surface is disinfected and every detail is handled with care, reducing the risk of spreading germs. The last thing you want is for an unsanitized fixture to become a petri dish for the coronavirus, jeopardizing both your guests’ health and your property’s reputation. Prioritizing sanitization will not only keep your guests safe but also provide them with the peace of mind they need for a relaxing stay.

Talk with your guests

Besides thoroughly cleaning, it’s essential to open a dialogue with your potential guests. Boast about your cleaning efforts! Let guests know about the extra steps you’re taking to ensure their safety—after all, they won’t be upset that you went the extra mile to clean for them. In fact, many travelers today are more likely to prioritize cleanliness over other factors, so highlighting your sanitization protocols can make your property stand out.

Additionally, you should welcome any questions your potential guests might have. Their questions are part of their process for ensuring peace of mind, and addressing them promptly will build their confidence in your property. If a guest has even the slightest doubt about the safety and cleanliness of your rental, you risk losing that booking. This is why reassurance is crucial during this period. By opening up this conversation, you show that you care about their health and well-being.

Reassuring your guests not only helps secure bookings but also strengthens trust, as it communicates that their safety is your priority. Addressing any specific concerns or requests they have also shows that you’re willing to comply with their needs, fostering a sense of care and attentiveness. In a time when safety and cleanliness are top of mind for travelers, this open dialogue can be the key to setting your rental apart and building long-term guest loyalty.

Show off the clean

You may be asking yourself, “But Enso, this just ensures people that already wanted to rent will continue to rent.  What about the others that rented before but don’t anymore?”.  Great question.  Advertise, advertise, advertise!  Edit your Airbnb/Vrbo/guest booking site listing and say that you regularly sanitize and have proper precautions in place.  It could be this one step that pushes a potential renter toward a confirmed booking.

Being a great host like yourself, you know the importance of making your guest feel comfortable and welcomed. During this stressful time, you may feel the pressure of following new protocols you didn’t have before, but don’t worry. Here at Enso, we are at your disposal to ensure your rental experience is stress free.