How Séjourneur Built Its Guest Experience

What problem did Séjourneur solve with Enso Connect ?

Managing 250 properties across France's Atlantic coast, Séjourneur had one clear priority: bring all guest communication into a single workspace.

The challenge was amplified by the company's operating model, which relies on a large network of external concierges. They needed one place to communicate with guests across every channel, while managers still needed visibility into those conversations.

"The first challenge was centralizing information. We had the usual difficulties communicating across all the OTAs, Airbnb, Booking.com. We work with a lot of external agents, so it was important that they had access to everything. And on our side, we can come in and check."

Why did Séjourneur choose Enso Connect ?

Two needs drove the decision: centralizing guest operations and growing ancillary revenue.

From an operational standpoint, concierges needed one workspace, while managers needed visibility and quality control over guest communication.

On the revenue side, Séjourneur had struggled to scale upsells. The services existed, but sales remained marginal without a dedicated solution to present upsells and automate payment collection.

After implementing Enso Connect, Séjourneur generated €54K in ancillary revenue in one year, more than covering the full cost of its subscription.

How does Séjourneur give every guest one dedicated point of contact ?

Séjourneur organizes guest communication through Listing Groups. Each concierge gets a personalized Enso workspace focused only on the properties and guests they manage. From the Unified Inbox, they can see and respond to messages from their assigned guests with AI assistance.

Guests are never handed off to a generic customer service team. They have a named point of contact who knows the properties they manage and the guest's history, and stays with them from booking to checkout. The head office retains visibility across all conversations and can step in whenever needed.

"The biggest benefit is that the guest speaks with one person. They're not passed to customer service or someone else at the agency. They have their concierge talking to them from start to finish. For the guest, that level of continuity is pretty exceptional."

The Enso Solution: An End-to-End Automated Guest Journey

Today, Séjourneur automates 75% of its guest communication through AI and automated messaging.

The team no longer spends its time answering the same repetitive questions. The Boarding Pass brings together everything guests need for their stay: guest verification, the digital guidebook, arrival instructions, property information, and upsells. Guests can find what they need directly, reducing the number of questions sent to the team. On the verification side, nearly all guests are automatically verified in the app before arrival.

These automations free the team to focus on guest relationships and more complex requests.

How did Séjourneur grow ancillary revenue until the platform paid for itself?

Séjourneur integrated upsells directly into the Boarding Pass and generated €54K in ancillary revenue. That revenue now covers the cost of the platform.

Insurance is currently the largest source of ancillary revenue. Once configured, offers are presented and payments are collected automatically.

The next goal is already clear: take the strategy further and turn ancillary revenue into a profit center in its own right.