Best Guest App for Short-Term Rentals and Hotels

The Comprehensive Guide to Guest Apps for Short-Term Rentals and Boutique Hotels

The short-term rental market is evolving rapidly, with guest expectations shifting towards more digital, seamless experiences. According to a The Hospitality Tech report from two years ago, 73% of travelers were already embracing mobile devices for hotel interactions. Today, this trend has only intensified. The fresh hospitality survey conducted by Mews found that more than 40% of travelers prefer digital check-ins and nearly 80% would stay at hotels with automated front desks.

Modern guests seek digital interactions, rapid responses, and independent, touchless check-in processes. To meet these demands, property managers are looking for new ways to digitize guest experience with guest apps and portals. These are powerful digital tools that enhance communication, simplify processes and deliver personalized services throughout the guest journey.

In this article, we'll dive into the world of guest apps. We'll explore their benefits, must-have features, and the best options out there. You'll learn everything you need to pick the perfect guest app for your hospitality business. Here's a sneak peek: Enso Connect's Boarding Pass raises the bar for guest apps in the short-term rental industry.

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

Vacation rental guest apps support unique, remote-managed properties with digital check-ins, automated communication, and smart home integration. They focus on providing detailed property information, local recommendations and upselling additional services. Hotel guest apps focus on standardized rooms with on-site staff, supporting direct communication with on-site concierge services.

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.

Mobile apps are intended for download and installation on smartphones and tablets. In contrast, web apps are accessible through web browsers on any device with an internet connection. Web apps are simply links, eliminating the need for downloads. Mobile apps are found in app stores like AppStore and Google Play. Web apps don't need app stores. You just open them in a browser.

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?

Some hospitality operators hesitate to implement guest apps, citing concerns about personal connections and implementation efforts. Some of them believe that a mobile website will be enough. While these concerns are valid, they misalign with current consumer expectations.In our digital era, shaped by e-commerce giants like Amazon and Airbnb, guests expect simple, quick, and personalized interactions. A mobile website alone often falls short of these expectations.While some guests still prefer personal interactions, the influence of digital-native Gen Z travelers is growing. Businesses can't afford to ignore digital communication channels. Investing in guest app technology equips your team with powerful tools for success. It helps you meet and exceed the expectations of today's tech-savvy travelers. In our fast-paced digital world, this investment is increasingly becoming a necessity rather than a luxury.

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.

Why a guest app is better than an in-property tablet for hospitality upsells?

While in-property screens were once popular in holiday homes and hotels, technological advancements now offer more flexible, convenient, and scalable solutions. Guest web apps have emerged as superior alternatives to in-property tablets, like YourWelcome Advance or GuestView Guide. Here's why it's time to make the switch:

1. Pre-arrival engagement
Guest apps allow you to connect with guests and start upselling before they even arrive at the property. This gives you more opportunities to offer services and recommendations throughout the guest journey, not just during their stay.

2. Convenience for guests
Guests can access the app on their own familiar devices, rather than having to learn how to use an unfamiliar tablet. They're more likely to engage with and use their own smartphones or tablets.

3. Accessibility anywhere
Guests can access information and make purchases through the app even when they're out exploring, not just when they're in the rental property. This allows for more spontaneous purchases and use of recommendations.

4. No hardware maintenance
With an app, there's no physical device for you to maintain, charge, clean, or replace if broken or stolen. This reduces costs and hassle for property managers.

5. Scalability
For property managers with multiple rentals, it's much easier and more cost-effective to provide an app to all guests rather than equipping each property with a tablet.

6. Security
Guests may feel more comfortable entering personal information or making purchases on their own devices rather than a shared tablet.

7. Longer-term engagement
Apps allow you to stay connected with guests even after their stay, potentially encouraging repeat bookings or reviews.

Guest apps outperform in-room tablets for upselling. They offer greater flexibility, engagement, and convenience, benefiting both property managers and guests.

Digital check-in/check-out

Automating check-in and checkout lets guests access the property without meeting the host. A guest portal with addresses, instructions, upsells, and more replaces numerous emails and simplifies communication. A single link makes everything easier and keeps operators top of mind for their potential clients.

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

Integrating third-party upsell partners into a guest app enhances the overall experience. It provides seamless access to local tours, restaurants, and transportation services directly through the platform. Guests can easily book tours, make dining reservations, arrange transportation, and schedule wellness treatments, all personalized to their preferences. This not only offers guests convenience and tailored experiences but also generates additional revenue for property managers through commissions and partnerships. It streamlines operations and provides valuable data insights for future improvements.

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

A guest app guides guests from booking to checkout, and communication at any stage is essential. This is why integrating a messaging automation tool in a guest portal can be very handy. Messaging can be largely automated for efficient support and better upsell conversions. Integrating a messaging system with the app simplifies property management and enhances the guest experience. For example, Enso Connect’s Boarding Pass guest app is using the platform's Unified Inbox to centralize and enhance guest communication with AI.

Digital guidebooks

Digital guidebooks in guest apps enhance the guest experience by providing convenient, personalized information about the stay and local attractions. They reduce front guest inquiries, allow real-time updates, and eliminate printed materials, supporting sustainability and cost savings. With interactive features and upselling opportunities, they improve guest engagement, satisfaction, and loyalty. Accessible anytime and in multiple languages, a digital welcome book is essential for modern hospitality.

Local recommendations - AI Enhanced!

EnsoAI will automatically recommend top-rated restaurants and shopping close by to your property address. When building out the properties guidebook - this part can be auto-filled for you!

Mobile optimization

PDF file guidebooks are a thing of the past - guests want instructions on their phone. Enso Connect's boarding pass is built for mobile and has literally every single thing a guest needs: Checkin instructions, immediate map/directions with one touch, 'things to do', automated upsells, smart lock access, and more!.

Real-time notifications and updates

Timing is crucial in hospitality. Immediate action on guest requests and queries is essential, which is where real-time notifications prove invaluable. A well-designed app can deliver timely information to guests about their stay, upcoming events, or personalized offers. Simultaneously, it can alert hosts about property updates or guest journey milestones in real-time, ensuring swift responses and enhancing overall service quality.

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

To evaluate a guest app, look for messaging automation features that streamline guest interactions. Ensure the app has centralized messaging platforms to manage all guest messages in one place. This is essential for providing a fully elevated guest experience, as many messages can and should be automated.

Embedded Upselling Tools

Upselling tools in a guest app are crucial for a successful strategy and significant revenue source. The presentation of add-ons, seamless purchasing and payment processes, and available options are essential. Ensure user-friendly and attractive design, API integrations with Stripe and service providers. Integrating with local service providers adds value for guests and streamlines operations for hospitality professionals.

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

Today, nearly every software provider integrates AI to some extent. Some capitalize on the global hype, while others use AI for practical tasks. These tasks include data and sentiment analysis, summarization, translation, and content creation. Understanding the real AI capabilities of tech vendors can be challenging. High expectations often outpace actual industry-specific case studies showing real gains. Review the progress companies have made since the AI boom at the end of 2022. Examples of successful AI use in hospitality guest apps are: AI-powered guest messaging, sentiment recognition, translation, AI-generated guidebooks, etc.

Cost-Effectiveness and Scalability

Evaluate the software's monthly cost against its value, ensuring transparent pricing. The pricing should change with the number of properties, supporting growth. Assess the challenges and opportunities of implementing the new system. The potential return on investment should be high enough to justify introducing a significant change in the business.

The Onboarding Process

Check the onboarding checklist, roles and expectations, customization options, and efficiency. Assess communication, training, and support quality. Determine if onboarding is low-touch or high-touch, consider setup time and tool integration, and research user reviews and ongoing support quality.

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.

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

Even if your Property Management System (PMS) includes guest-facing features, a third-party guest app can offer enhanced and specialized functionalities, better integration with various hospitality systems, and more customization and branding options. These apps often provide advanced communication capabilities, in-depth analytics, regular updates, innovative features, and expanded functionalities like mobile check-in/check-out and digital key access. They allow for greater flexibility and choice, ensuring a more seamless and user-friendly guest experience that complements your PMS.

Final Thoughts

As the short-term rental properties market evolves, guest expectations are increasingly geared toward digital, seamless experiences. A comprehensive guest app is essential for enhancing communication, streamlining processes, and delivering personalized services throughout the guest journey. Key features of an effective guest app include automated messaging, advanced communication capabilities, integration with multiple systems, personalized upselling, and real-time updates. Enso Connect’s Boarding Pass exemplifies these features, leading the pack in guest apps for hospitality businesses.