Removing Guest Friction for Sustainable Growth
Discover how removing guest friction with unified AI-powered communication and comprehensive guest app lead to 61% growth in upsell revenue.
April 1, 2025
Challenges
Goals
The Problem
With hundreds of properties across multiple regions in Mexico and Canada, Samson Waters were looking to solve two main challenges. First – maintaining flawless communication across a large operation where the smallest slip can negatively impact guest experience.
At the same time, the team was looking for a solution to consolidate upsells into one place. The goal was to make it easy for guests to discover and purchase add-ons – without friction or extra effort.
They needed a solution that could deliver both – flawless communication workflows and revenue-boosting guest touchpoints.
The Solution
Samson Waters implemented Enso Connect to elevate the guest experience, streamline communication, and unlock new revenue streams across their growing portfolio.
Central to their setup was the Boarding Pass guest app. A branded, mobile-friendly hub where guests can sign agreements, access check-in details, and purchase upsells like early check-ins and more. This reduced friction in the guest journey and put everything guests needed in one place.
To boost efficiency, the team also adopted Enso’s Unified Inbox, consolidating email, SMS, WhatsApp, and OTA messages into a single platform. This improved response times and ensured no message slipped through the cracks. The upsell marketplace became a major revenue driver, leading to a 61% increase in upsell sales within a year. Automated guest verification further enhanced security, all while delivering a seamless and professional guest experience.
About the company
Samson Waters
Location:
Mexico: Yucatán, Puerto Vallarta, Los Cabos, Riviera, Nayarit Canada – Silver Star Ski Resort
Listings:
250+
Employees:
80+
Unit Type:
Beach rentals, luxury villas Ski chalets and mountain cabins in Canada
Founded over a decade ago in Mexico’s Riviera Maya, Samson Waters was born from a simple but powerful insight: booking a vacation rental should be easy and trustworthy. Founders Rick and Christine saw too many barriers for travelers and set out to create a better way.
Since then, the company has expanded across Mexico – including the Yucatán, Puerto Vallarta, Los Cabos, and Nayarit – and today manages over 250 properties with a team of 80 employees in Mexico and 4 in Canada.
One of the latest ventures is the Silver Star branch, led by a Derrick Sabourin, former high school teacher turned short-term rental entrepreneur. After learning the business from the ground up, they now oversee the Canadian operations with ambitious growth plans for 2025.
Their mission is to grow sustainably while never compromising the guest experience.
Q&A: How Samson Waters Increased Upsells by 61% and Transformed Guest Communication with Enso Connect
We sat down with Derrick Sabourin, Managing Partner – Okanagan at Samson Waters. He shared how implementing Enso Connect helped them streamline operations, improve guest satisfaction, and increase upsell revenue.
Q: What are your growth goals for 2025?
We want to keep growing at a sustainable pace. It’s about finding the right balance between acquiring new properties and maintaining top-tier service quality. Guest experience remains our highest priority.
Q: What challenges were you facing before using Enso Connect?
Two main ones. First, communication – when you manage hundreds of properties, even small mistakes can lead to guest frustration. Second, upsells – we had many offerings, but no centralized, seamless way to present them to guests.
Q: What made you choose Enso Connect as the solution?
When I spoke with the Enso team, I instantly felt it was the right fit. After our first call, everyone on our team said, “Wow, this is an amazing solution.” We were looking for both a communication platform and a way to streamline upsells. Enso solved both.
Q: How has the guest experience changed with Enso Connect?
It’s been completely transformed. The Boarding Pass is a game changer – guests get everything they need in one place: check-in details, Wi-Fi info, upsells, local guides, and more. It’s mobile-friendly and removes friction at every step. We’ve seen a significant drop in check-in issues and guest satisfaction has gone up.
Q: What kind of results have you seen from upselling with Enso?
We’ve increased our upsells by 61%. Things like early check-ins, late checkouts, transportation, and private chefs are now selling themselves. The key is removing friction – guests no longer need to re-enter info or go to external links. Enso already knows who they are and handles the process in just a few clicks.
Q: Has Enso improved team communication and workflows?
Absolutely. The Unified Inbox is super helpful. When someone opens a conversation, all guest and reservation info is right there—no need to scroll or dig through messages. It helps us handle disputes faster and stay aligned as a team.
Q: Are you using AI in your messaging?
Yes, and it’s been a big time-saver. If the question is simple, the AI can respond automatically. Plus, the Boarding Pass answers common check-in/checkout questions on its own – this used to be about 30% of our messages. It’s reduced our message volume and improved response times.
Q: How do you use guidebooks in Enso?
We love them. They let us personalize the experience with local recommendations, rules, and even discount passes for nearby restaurants, bars, and spas. We also added an events list so guests can see what’s happening during their stay. It’s a great way to enhance the guest experience and support local partners.
Q: What about guest screening and security?
Before Enso, guest screening was manual. Now, guests must sign rental agreements and upload ID before check-in. It’s streamlined the process and helped reduce fraud, especially with last-minute bookings.
Q: Are there any features you find especially innovative?
The ability to send automated messages based on guest satisfaction is huge. For example, if a guest sentiment is positive, we can trigger a review request message. But if their satisfaction is lower, we hold off. That kind of smart logic is incredibly valuable.
Q: Final thoughts – would you recommend Enso Connect?
100%, yes. You don’t realize how much time you’re spending on manual communication until you stop doing it. Enso has taken care of so many tasks for us – upsells, check-ins, guest messaging – and it’s allowed us to focus on delivering a better experience and growing the business.
