Missed Messages to 5-Star Stays: Better Communication, Higher Revenue

Streamlining Guest Messaging & Experience with Enso Connect: The Impact

How to Perfect Guest Relationships to Get 80% Direct Bookings and Return Guests

Implementing Enso Connect has transformed operations, guest experience, and customer relations at Atlantic Vacation Homes. Here’s how their senior leadership describes the impact.

1. Unified Messaging Improves Communication and Guest Experience

Before Enso Connect, Atlantic Vacation Homes struggled with fragmented guest communication across emails, texts, and phone calls, leading to inefficiencies and missed messages. With Enso’s Unified Inbox, the team consolidated all guest communications into one stream, making it easier to respond quickly and consistently. This shift to centralized messaging also made training new staff simpler and more effective. Texting has now become their primary form of communication with guests, improving responsiveness and clarity.

2. Seamless Upsells Turned Into a Revenue Stream

Upsells weren’t the focus when choosing Enso Connect, but they quickly became a top feature. Guests book early check-ins and late checkouts directly through the Boarding Pass, turning a once-awkward exchange into a seamless experience. The upsell revenue alone covers the cost of the software during peak season.

3. Digital Guidebooks Reduce Guest Questions

Enso’s Boarding Pass provides guests with check-in details, parking instructions, Wi-Fi codes, local recommendations and more. This proactive communication reduced the number of common questions. Digital guidebooks improve guest experience by ensuring all the necessary information is available at their fingertips. Access instructions include smart lock codes and integrate with check-in timing, ensuring guests receive their code only when allowed.

4. Smart Locks Integration Supports Both Guests and Homeowners

Enso’s smart lock integrations with Yale and Schlage have made property access smoother for guests while preserving control for homeowners. Guests receive their codes automatically through the Boarding Pass, and locks are updated based on upsell timing (e.g., early check-in). For homeowners who want to maintain control over their locks, Enso allows easy app connections, adding flexibility and reassurance.

5. Automation Saves Time for Staff

With automated workflows and if-this-then-that logic, setting up new properties and managing communication sequences has become much easier. Automation helps the team save hours each week, particularly during the busy summer season. Tasks that previously required manual handling – like sending agreements, check-in instructions, or upsell offers – are now handled automatically. This allows the team to focus on higher-value work.

6. Rental Agreements and Verification Simplified

Previously, Atlantic Vacation Homes had to pay for each rental agreement sent. With Enso, the process is included and fully integrated. Guests must complete verification and sign the rental agreement before accessing the property. This helps protect both the business and the homeowners while eliminating the need for manual tracking or enforcement.

7. Smart Review Requests Drive 5-Star Ratings

Using Enso’s sentiment analysis, the team now only sends Google review requests to guests who had a positive experience. This has resulted in a noticeable increase in 5-star Google reviews and improved their online reputation. All while avoiding potentially negative public feedback from unhappy guests.

8. Easy Integration With Existing Tech Stack

The integration with their property management system, Track, was quick and effective. Setting up the API connection took only minutes. Enso pushes useful data like tags and verification status back into the PMS, helping the team stay organized and informed.

9. Strong Support and Reliable Partnership

Jonathan emphasized that working with Enso Connect has been more than just using a tool – it’s a partnership. The team has been responsive and supportive, and the platform is continuously improving. For a company focused on trust, service, and community, choosing a partner sharing those values was essential for their decision.