$250,000 in upsell revenue within 6 months
Discover how GoodNight Stay streamlined operations and boosted revenue with AI-powered guest experience and upselling tools.
October 7, 2024
Challenges
Goals
The Problem
As GoodNight Stay grew to 400 listings, their focus remained on maintaining high property standards and delivering a great guest experience. They are selective about the properties they manage, ensuring quality and consistency across all listings.
As the business matured, the need for profitability became more pressing, especially with increasing competition in the short-term rental market. The company needed to build systems to streamline operations, boost team efficiency, and unlock more revenue from existing properties. Leadership sought a tech-enabled, data-driven approach that would allow the business to scale without sacrificing service quality or overloading on costs and resources.
They measure success by guest satisfaction, focusing on 5-star reviews, return guests, and direct bookings, and needed better visibility on performance and revenue.
The Solution
GoodNight Stay implemented Enso Connect as a comprehensive solution to streamline operations, improve efficiency, and unlock new revenue streams.
By integrating using AI unified inbox, the company reduced manual tasks and improved response times of their guest services team. They cut down on questions by sharing key stay details upfront through the Boarding Pass.
The platform also enabled the team to automate upsells, such as early check-ins, late check-outs, pool heating and more. Streamlined upsell workflows and damage waivers boosted GoodNight Stay’s profitability, achieving a 20.45 return on software investment with Enso Connect. The Boarding Pass helped enhance guest satisfaction, leading to more 5-star reviews and return bookings. The management got a better visibility into performance and revenue.
About the company
GoodNight Premium Stays
Location:
Scottsdale, AZ, and Nashville,TN
Listings:
400
Employees:
60
Unit Type:
Luxury vacation homes
GoodNight Stay, has been setting the standard for the new breed of build to rent short term rentals that are seen in today’s market.
The company offers luxury short-term vacation rentals in Scottsdale, Arizona, and Nashville, Tennessee. Focused on quality over quantity, the company carefully selects properties that meet high standards of sophistication. With a team of 60 full-time associates, they provide a seamless guest experience and maximize revenue for property owners.
Each GoodNight property features modern décor, smart technology, and a full-service concierge, ensuring a premium stay. Their commitment to comfort, care, and exceptional service sets them apart, delivering memorable experiences that guests can rely on. GoodNight Stay is a promise of quality in every detail.
Interview with GoodNight Stay’s Management Team
Scaling Without Compromising Quality
As GoodNight Stay scaled its operations, the team was careful not to compromise on quality. Scott explains that from the beginning, their focus was on ensuring properties were designed for success before taking them on. “We were more focused on quality than profitability in the early stages,” he notes. “We made sure the properties were outfitted with the right amenities and designed correctly to meet our high standards.”
As the business matured and competition increased, profitability became a larger concern. With 400+ listings, managing guest communications, operations, and upselling opportunities requires systems and processes in place. GoodNight Stay found an efficient way to scale without sacrificing service quality or overloading the team with manual tasks. They are monetizing the guest experience, tapping into new revenue streams through operational and experiential upsells.
Streamlined Operations and Smart Automation
Daemion Glantz, Director of Operations, emphasizes the need for operational efficiency. His team is using 18 different platforms to manage all aspects of the business. “We needed a way to simplify our systems and automate repetitive tasks,” Daemion explains. “Enso Connect helped us unify our tech stack, reducing the manual workload and improving response times.”
Enso Connect’s AI-powered platform allows GoodNight Stay to manage guest communication, bookings, and operational tasks from a single interface. The automation tools, including condition-based workflows and AI-driven responses, save the team time and reduce the need for manual oversight. “It’s like giving a three-year-old an iPad – so intuitive and easy to use,” Daemion says, highlighting the platform’s user-friendly design.
The Revenue Impact: Unlocking Upsell Opportunities
GoodNight Stay saw a significant boost in revenue with Enso Connect’s upsell features. “We’ve always offered upsells like early check-ins, late check-outs, and other services, but the process was manual and less effective,” says Brandon Lilienfeld, Director of Guest Services. “Enso Connect’s smart upselling system automated this process and increased the number of guests purchasing upsells.”
Brandon notes that guests respond well to personalized offers, and on average, each guest opts for two upsells per stay. The system helps monitor guest interactions, ensuring that services like pool heating and others are offered at the right time.
The founder adds, “We’ve seen a tremendous amount of revenue from upsells and damage waivers since implementing Enso Connect. The ability to automate these offers and track guest responses has made a significant impact on our bottom line.”
Increased Guest and Owner Satisfaction
Beyond boosting revenue and improving efficiency, Enso Connect has enhanced guest and owner satisfaction. “Our ability to respond quickly to guest inquiries has significantly improved,” says Brandon. “The AI-powered responses mean we can answer common questions instantly, which keeps guests happy and reduces work for our team.”
Properties managed by GoodNight Stay consistently outperform the market, delivering higher occupancy rates, more repeat guests, and greater returns for owners. “We show owners that we’re beating the market, which keeps them confident in us,” the founder explains.
Empowering Short-Term Rentals with AI
GoodNight Stay is embracing AI to optimize every part of the business where it makes sense. “While hospitality requires a balance of technology and human touch, we’re using AI thoughtfully”, says Scott Graden. From customer interactions to AI in marketing, we’ve reduced manual workloads, saving the equivalent of 5 to 10 employees’ time. “AI is incredible, enabling us to scale smarter and more cost-effectively, without sacrificing the personal touch our guests expect.”
“With AI-predicted responses, our team no longer has to search for answers manually. The knowledge base makes everything clear and accessible, improving accuracy of the answers. We’ve got our response times to under 10 minutes”, says Brandon Lilienfeld. “Tracking guest sentiment and response time is crucial for us.”
A Smarter, More Profitable Future
GoodNight Stay’s implementation of Enso Connect was the right decision. By streamlining operations, automating guest communication, and unlocking new revenue, GoodNight Stay scaled efficiently while maintaining an exceptional guest experience.
“Enso Connect has been an incredible tool for us,” says Daemion. “We’ve been able to grow faster, work more efficiently, and deliver better results for both our guests and our owners. It helps us take GoodNight Stay to the next level.”
