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Case Study

3 listing per month start-up growth rate

“We’ve seen a strong ROI with Enso. Upsells drive revenue and lead to higher guest satisfaction and repeat bookings.”

Challenges

Competitive Market
Scalability & Service Quality
Fundraising

Goals

Stand Out From Competition
Balance Technology & Personal Touch
Growth: Listings & Revenue

The Problem

As a startup, The Upgrade Authority faced the challenge of a crowded property management market in Bristol. Traditional property management companies dominated the market despite their lack of security and innovation. In order to succeed the startup needed to prove the ability to drive revenue and guest satisfaction, while being more efficient than competitors.

The cofounders recognized that to achieve their vision of a data-driven guest-focused hospitality business, they needed two ingredients. First – a skilled team of hospitality professionals. Second – advanced technology to empower this team.

The Solution

Having implemented Enso Connect as a single platform for guest experience, communication and management, the company increased efficiency and service quality.

The Boarding Pass guest app streamlines interactions from pre-arrival to checkout, covering verification, check-in, and the entire stay. Embedded custom upsells drive revenue and boost guest satisfaction. Automation and AI features enable quick service, allowing the team to assist international guests in their preferred languages.

50

growth in listings since starting with Enso Connect

3.83

cash ROI on Enso Connect

100

guests verified through Boarding Pass

“The AI inbox has streamlined our communication. All messages are in one place. Replying quickly is easy. 5% of AI responses are automated. The rest are AI-assisted. “

About the Company

The inception of The Upgrade Authority was sparked by the founder’s personal need for a property management system that could operate remotely. A solution with the sophistication and security demanded by today’s digital world. His innovation, managing his property as a short-term rental from across the globe, laid the foundation for TUA.

As a startup, TUA is on a mission to transform the property management industry by introducing smart, secure, and user-friendly solutions. Their comprehensive Property Management Services include everything from eye-catching professional photography to innovative smart home solutions.

The company commenced operations in January 2024 and has 15 live properties with 28 in development. Growth rate – 3 properties per month.

Location
Bristol, Bath, Chippenham, Newquay in England; Conwy in North Wales

Listings
15

Employees
16

Property Type
serviced apartments, smart homes, Victorian buildings

Integrations
Enso Connect, Hostify, Superhog

Key Features
Boarding Pass, Unified Inbox, EnsoAI, Smart locks

About the Founders

The story of The Upgrade Authority (TUA) is one of collaboration and innovation, led by founders Hakim Parr and Jesse Vardy. With their complementary skills, they’ve transformed property management into a tech-driven, secure operation.

Hakim, with a background in cybersecurity and AI, saw the flaws in traditional property management and envisioned a smarter, more secure approach. Frustrated by the existing services in Bristol, he reimagined property management as a high-tech operation.

Jesse, bringing military discipline and expertise in risk management, added a layer of precision and accountability. His experience ensures that TUA not only innovates but operates efficiently and with financial integrity.

Together, Hakim and Jesse have built a property management model that prioritizes security, usability, and profitability. Their leadership is pushing TUA to redefine property management, ensuring owners and guests are in the safest, most capable hands.

“We’ve seen a strong ROI with Enso. Upsells drive revenue and lead to higher guest satisfaction and repeat bookings.”

The High-Performing Hospitality Team

Hakim Parr, Founder and Managing Director of The Upgrade Authority

Hakim Parr

Founder and Managing Director
Jesse Vardy Headshot

Jesse Vardy

Co-Founder
Katie Owen Headshot

Katie Owen

Finance Manager
Daniel Lee Headshot

Daniel Lee

Head of Business Development
Adele Wang Headshot

Adele Wang

Head of Research and Data Science
Leonie Wilson Headshot

Leonie Wilson

Head of Housekeeping
Sam Pike Headshot

Sam Pike

Head of Maintenance
Tom Corrick Headshot

Tom Corrick

Legal Counsel
Apache Wang Headshot

Apache Wang

Head of Snack Aquisitions
Sally Parr Headshot

Sally Parr

Public Relations
Upgrade Authority Home Example

Digital Guest Portal and Online Check-in

Upgrade Authority Upsell Example

Easy Add-On Purchases for Guests

Upgrade Authority Guidebooks Example

Essential Information at Guests’ Fingertips

Interview with Founder and Managing Director of The Upgrade Authority

What does your day-to-day look like?

Day-to- day, my team and I are deeply involved in all aspects of our operations, from monitoring property performance and guest feedback to strategizing marketing efforts and maintaining high standards across our properties. It’s a dynamic environment where technology and traditional property management merge.

When did you recognize the needed for a guest experience solution?

The need for a digital guest experience solution arose from our goal to streamline operations and enhance guest engagement. We wanted to do this without compromising the personal touch. Enso Connect, with its integration capabilities and focus on enhancing guest interaction through smart home technology, was a perfect fit.

Why did you choose Enso Connect?

We chose Enso Connect because it aligns with our emphasis on security and innovation. It has significantly impacted our business by improving communication with guests and automating many of our processes. This has allowed us to focus more on strategy and growth.

Enso Connect helps build our brand by aligning with our values of trust, innovation, and guest satisfaction. It enhances our ability to offer a consistent, high-quality service that stands out in the competitive property management market.

What is your upselling strategy?

We’ve seen an increase in revenue per guest with upsells. We offer additional services like early check-ins, late check-outs, personalized local experiences, and enhanced housekeeping options, all of which add value to our guests’ stays.

Offering upsells directly through the platform, personalized based on guest profiles, has made it easier to present relevant options. This has resulted in higher uptake and increased overall revenue.

How do you use AI in your hospitality business?

We extensively use AI in our business, from automated pricing algorithms and AI-enhanced customer service to predictive maintenance tools.

Al Unified Inbox allows our team to respond more quickly and effectively, and in our guests’ languages. EnsoẠI has been instrumental in helping us maintain a high standard of service while scaling our operations.

What is your favourite Enso feature?

My favorite part of using Enso Connect is its ability to integrate seamlessly with other platforms and tools we use, enhancing our operational efficiency and the overall guest experience. The automated messaging feature is particularly valuable, keeping guests informed and engaged throughout their stay.

What is your vision of an exceptional guest experience?

effertless, and responsee it’s about more than use place to stays at’s
about creating a seamless, memorable journey that guests want to repeat and share with others.

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