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

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.

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?

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.

Digital check-in/check-out

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

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

Digital guidebooks

Top Guest Apps for Hospitality Professionals

Enso Connect

Enso Connect is an AI-powered guest experience platform that empowers short-term rental professionals to digitize and monetize guest interactions. The company’s guest app, the Boarding Pass is the ultimate tool for streamlining and simplifying guest journey. The Boarding Pass guest app is a simple link providing everything guests need from booking to checkout, all at their fingertips. It doesn’t require downloads and can be easily added to Apple Wallet for offline access. The platform offers an AI unified inbox, guest screening, personalized upselling, and seamless check-ins/outs, all integrated into the Boarding Pass. In-platform tools and API integrations enable Enso Connect to create a fully streamlined, unified experience for guests and operators.

Operto

Operto is a property operations service provider that provides automation solutions for the hospitality industry, particularly for short-term rentals. They also serve hotels and multi-family accommodations. The company focuses on IoT integrations, automating and simplifying property management tasks for hosts. Its smart technology solutions include features like contactless check-in and energy management, aimed at reducing operational burdens and improving efficiency without compromising guest satisfaction. To enhance its guest experience offerings, Operto acquired Dack in January 2024.

Dack

It is a vacation rental management app designed to enhance the guest experience in short-term rentals. It offers features such as messaging systems, guest verification, digital property guides, and smart home integrations. Dack provides a mobile-first property guide that allows guests to access important property details, WiFi information, and access codes easily. This guide can also be customized to include information about local attractions and recommendations, enhancing the overall guest experience by making it more convenient and informative.

Dack’s downloadable guest app may require an extra step for travelers, unlike web-based solutions that don’t need installation. Operto’s acquisition of Dack brings opportunities and challenges as they integrate systems, teams, and processes from both companies.

Duve

Duve is a veteran of guest management systems for hotels and vacation rentals. Founded in 2016, the company was originally established under the name Wishbox. Its features include online check-in, a branded guest app, AI-powered communication, personalized upselling, digital key integration, and analytics. Duve integrates with various third-party services and includes an upsell marketplace. By streamlining operations and enhancing guest experiences, Duve aims to boost profitability and performance for properties ranging from independent hotels to large enterprise groups.

Akia

Akia offers a suite of guest communication tools, using a modular mini-app approach rather than a single, comprehensive guest app. Their primary focus is on enabling direct communication between hotel staff and guests, leveraging the effectiveness of text messaging. Akia provides contactless communication tools, including service recovery and review management to streamline operations and enhance the guest experience. Key features include contactless check-in, communication inbox, automated message handling, and upselling tools.

SuiteOp

SuiteOp offers a solid platform for managing short-term rentals with a focus on operational efficiency and guest services. It enables hosts to handle bookings, manage check-ins, and provide personalized services, all while maintaining a reliable level of hospitality and control over their properties.

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

Embedded Upselling Tools

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

Cost-Effectiveness and Scalability

The Onboarding Process

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.

Guest App Implementation Tips and Best Practices

To implement a guest app in a short-term rental business, set up every step of the guest journey. The main steps are: booking confirmation, guest verification and onboarding, upsells, digital check-in, in-stay, and checkout.

Guidebooks

​Creating comprehensive guidebooks about your property and neighborhood is time-consuming but essential. Use AI to generate detailed guidebooks quickly.

Upsells

Setting up upsells is crucial for additional revenue and 5-star reviews. Use upselling templates from platforms like Enso Connect, based on top performars’ best practices.

Branding and Access

Ensure the app reflects your brand and allows different access levels for team members.

Automate Messaging

Automate predictable messages such as booking confirmations, pre-arrival recommendations, welcome notes, upsell offers, etc.

Communication

​Use a unified inbox to consolidate guest interactions from various platforms into one central hub. This ensures timely and coherent communication, eliminating the need to switch between apps.

Personalization

Collect and use guest data to tailor communications and services. Personal touches, like greeting guests by name and acknowledging special occasions, can significantly enhance their stay.

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