Reduce Guest Requests in Vacation Rentals
Discover how Durango Colorado Vacations a tech-enabled short-term rental operator reduced guest requests with proactive help tools
June 18, 2024
Challenges
Goals
The Problem
Durango Colorado Vacations faced challenges in their daily operations due to a high volume of repetitive guest inquiries. The team also relied heavily on manual communication through emails, and had time management constraints.
Frequent calls from guests about basic information such as Wi-Fi passwords and check-in instructions consumed a substantial amount of time. This was adding to workload and stress.
With a small team managing 80 properties, these inefficiencies impacted their operational effectiveness. They also hindered their ability to grow and maintain a healthy work-life balance.
The Solution
Enso Connect provided a comprehensive solution to Durango Colorado Vacations’ challenges by automating guest communications and enhancing information accessibility.
By implementing digital house manuals and detailed check-in instructions with Boarding Pass, they significantly reduced the volume of repetitive inquiries. The automation of routine tasks streamlined operations, enabling Chris and his team to manage their properties more efficiently.
This not only improved their workflow but also enhanced the guest experience by providing clear, easily accessible information. This significantly reduced the need for guests to make unnecessary calls.
About the company
Durango Colorado Vacations
Location:
Durango, Colorado
Listings:
80
Employees:
4
Unit Type:
Condos & Luxury cabins
Exclusive Mountain Rentals with Luxury Amenities
Durango Colorado Vacations offer an exclusive selection of vacation rentals, from private condos to luxury cabins just outside of town. Their properties, all privately owned, feature top-quality amenities to suit any budget, ensuring an unforgettable stay. Each rental comes with luxury amenities like hot tubs, fireplaces, game rooms, Wi-Fi, with stunning views of the Rocky Mountains.They also offer pet-friendly options. Durango’s full-service property management guarantees meticulous care and cleanliness, giving property owners peace of mind. Since 2005, their company’s been one of Durango’s most respected businesses, known for an exceptional service and attention to detail.
Enso Connect’s Impact: A Guest Relations Specialist’s View
Why did you choose Enso Connect over other guest experience tools?
We asked Chris about the main reasons for the team to choose Enso Connect over the other guest experience tools. Among the other factors, Enso Connect’s unified approach to user and guest experience had the main impact on their choice.
Streamlined operations for the team
We chose Enso Connect over other guest experience tools because of its ability to consolidate and centralize all guest-related tasks. The biggest advantage we saw with Enso Connect was including everything into one place.
Unified and smooth experience for guests
It is a great way to boost upsells and commissions with partners, like tours, restaurants, and rentals. Our guests have an “all-in-one” solution right at their fingertips for booking add-ons, getting check-in instructions, house manuals, and more.
How Did Enso Connect Impact Your Business?
Enso Connect significantly improved our business by automating guest communications and providing detailed digital house manuals, which drastically reduced the number of repetitive inquiries. This allowed us to manage our properties more efficiently and improved our work-life balance. Guests appreciated the streamlined and user-friendly experience, leading to positive feedback and fewer calls about basic information. Overall, Enso Connect’s tools have been invaluable in enhancing both our operational efficiency and guest satisfaction.
What is your vision of a great guest experience?
Putting myself in the guests’ shoes, I’m sure that integrated approach is where the world is moving. Today we are doing everything from our phones. This why digitizing interactions is the most practical and user-friendly option for our guest experience strategy.
