Case Study

Scaling with Heart & a Superhost Status in Australia

“Enso Connect gave us the confidence to scale. We now know we can grow without dropping the ball on service or operations”

Challenges

Need to Scale Efficiently

Busy Team

Scattered Communication

Goals

Grow to 300 Properties

Expand Regions

Build New Revenue Streams

The Problem

As BNB Made Easy grew, their biggest challenge was scaling operations, preserving the personal touch, essential to their brand.They needed to continue growing efficiently, speed up their processes and allow their team more time to build the company. They also sought to improve the guest experience, making it easy for guests to get all necessary information and check in without multiple messages. The team was spending too much time answering the same questions.They needed a way to ensure people weren’t bogged down in administrative tasks.

The Solution

The company chose Enso Connect to streamline guest communication, automate manual tasks, and enhance the guest journey. What stood out was Enso’s intuitive, guest-friendly interface and seamless integration with their property management system, Guesty. The Boarding Pass guest app centralized everything from check-in instructions to local recommendations in one branded, digital experience. This allowed guests to plan their stay in advance and reduced repetitive questions. CRM tools help collect guest data, retarget previous visitors, and promote local events and partnerships. Automation freed up time, allowing the team to focus on delivering quality hospitality, strengthening community ties, and supporting growth.

4.9

Airbnb Rating

104

Listing Growth in 2 Years

3,000

Monthly Upsell Revenue

“To sustain our growth, we needed efficient technology to automate guest communication and streamline bookings. We needed to free up time to focus on scaling while enhancing the customer experience. So we found Enso Connect and they’ve been a great partner of ours since we started.”

Tim Mortimer, Founder of BNB Made Easy

About the Company

BNB Made Easy is a professional holiday rental management company in New South Wales, Australia. Started with 4 properties, managed by a school teacher, the business has grown to over 230 properties across four markets. This growth occurred despite challenges posed by tight rules in Australia during the COVID period. The company is known for an exceptional hospitality, supporting local communities, and combining professional management, technology, and heartfelt guest care. They are not just managing properties but also boosting tourism, helping local economies, and giving guests memorable experiences.

Location
Orange, Bathurst, Dubbo, Wagga in Australia

Listings
230+

Employees
20 staff + 50 contractors

Property Type
A variety of holiday rental properties, primarily residential homes

Integrations
Enso Connect, Guesty, PriceLabs

Key Features
Boarding Pass, Unified Inbox, Upsells

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About the Founders

Tim Mortimer, a former physical education teacher, launched BNB Made Easy with his wife Flora in 2018. The company’s impressive growth began when Tim secured their first client through a single cold call. From there, expansion was driven entirely by client referrals. While developing the business, Tim also obtained his Class 1 Real Estate Agent certification.

The Mortimers have balanced building their family – welcoming children Zoe, Remi, and Leon – alongside growing their startup. Today, the business employs 20 team members and partners with over 50 subcontractors.

“Enso Connect stood out with its beautiful, user-friendly interface. It checked all the boxes. PMS integration, guest experience, and time savings – so moving forward with it was an easy choice.”

Tim Mortimer, Founder of BNB Made Easy

Guest Verification, Simplified

Digital Guest Portal and Online Check-in

Easy Add-On Purchases for Guests

Essential Information at Guests’ Fingertips

“Our local guidebooks help guests feel at home fast – reducing questions and increasing positive sentiment. We’ve seen more reviews mention how “easy” and “thoughtful” the stay was.”

Tim Mortimer, Founder of BNB Made Easy

Scaling Success and Enhancing Guest Experience with Enso Connect: The Impact

How to Stay an Airbnb Superhost with 230+ Properties: Advice from BNB Made Easy Founder

Implementing Enso Connect has had a transformative impact on BNB Made Easy’s operations, guest experience, and growth potential. Here’s how the founder describes the impact.

1. Consistent Guest Experience

The Boarding Pass has transformed the guest experience by delivering all key info—check-in, guidebooks, and local tips—in one simple, branded link. Guests plan ahead, feel at home faster, ask fewer questions, and leave more positive reviews, often calling the experience “easy” and “thoughtful.

2. Enhanced Team Efficiency

Automation has reduced guest inquiries and saved staff time, freeing the team to focus on strategy, guest satisfaction, and local partnerships. With leaner, scalable processes, they spend less time on admin and more on delivering exceptional hospitality.

3. Scalability and Confidence in Growth

Achieving a 4.9 Airbnb rating across 230 properties once seemed impossible. But with Enso Connect automating admin and guest messaging, the team now focuses on fast responses and standout hospitality. Simplified operations and a stronger guest experience have led to better reviews – even as the business scales.

4. Revenue and Monetization

BNB Made Easy uses Enso Connect to boost revenue through upsells and local experiences. With 30,000 guests annually, they’re building a marketplace in the Boarding Pass to promote premium add-ons, tours, and partner offers. Local businesses pay for ad space, creating a new income stream. Automated upsells like early check-ins already generate around AUD 3,000 monthly, helping cover tech costs and drive profit.

5. Data Collection and CRM

Enso Connect captures guest data through the Boarding Pass, allowing BNB Made Easy to retarget past guests and personalize future offers. They also use it as a CRM to send timely, relevant messages during each stay.

6. Community Building

Community is at the heart of BNB Made Easy. Through Enso Connect, they promote local partners and connect guests with the region. Their own events boost visibility, drive bookings, and position them as a tourism leader – strengthening their business.

Final Thoughts and Recommendation

Enso Connect has helped BNB Made Easy scale efficiently while improving both guest experience and operations. With features like the Boarding Pass, automation, and CRM tools, the team saves time, boosts revenue, and maintains high service standards. Tim Mortimer advises others not to delay adopting tech: “The right tech buys back your time and accelerates growth.” For those focused on guest experience and efficiency, BNB Made Easy calls Enso Connect a “no-brainer.”