Inside Smart BNB's guest experience

What problem did Smart BNB solve with Enso Connect ?

Smart BNB, which manages 130 units, faced a challenge familiar to fast-growing property managers: how to scale the business while maintaining a high-quality guest experience and responding quickly to every request.

Messages came in through WhatsApp, email, and the messaging inboxes of multiple booking platforms. Communication was fragmented, and responding through each platform made it easy to lose track of conversations. Messages were not logged consistently, and information shared by one team member was not always visible to the others. Across a 130-unit portfolio during peak season, this fragmentation cost the team several hours every week.

Why did Smart BNB choose Enso Connect ?

Beyond unified messaging, four features tipped the decision: AI that could respond to guests with full operational context, sentiment analysis to surface at-risk conversations, upsells, and the Boarding Pass.

AI solved a daily problem: answering guests quickly when they had questions the team already knew how to answer.

“What we liked was the AI piece tied into messaging, which let us put together answers quickly and accurately for guests. We also had the AI sentiment analysis, which flagged points needing attention. That’s a tool that really helped us a lot.”

Upsells were not a priority at first. Smart BNB had never developed that part of the business, despite receiving regular guest requests. After implementing upsells with Enso Connect, the company generated revenue equivalent to five times the cost of the software.

How did the Enso Connect integration go for Smart BNB ?

The integration was completed directly through Avantio, with automatic booking data import and dedicated support throughout testing and go-live.

On the team’s side, adoption was seamless. The software is intuitive, and the entire staff uses it without difficulty.

The Enso solution: a smoother guest journey with the Boarding Pass and AI

Smart BNB built the entire guest journey into the Boarding Pass: all the information guests need for their stay, check-in and check-out instructions, guidebooks, and upsells. With the Boarding Pass, guests can find everything in one place and have fewer questions. As a result, the volume of guest messages has decreased.

When guests do have questions, AI answers them accurately using the full context of their stay.

Smart BNB’s overall automation rate now stands at 68%, combining AI AutoPilot and automated messages. This allows the team to handle fewer questions and respond more quickly.

What problem did Smart BNB solve with Enso Connect ?

Smart BNB, managing 130 units, faced a problem familiar to fast-growing property managers: how to scale the business while maintaining a quality guest experience and responding faster to every request.

Messages came in through WhatsApp, email, and the messaging inboxes of multiple booking platforms. Communication was decentralized, and responding from within each platform meant losing track of conversations: messages weren't logged the same way, and information one team member shared wasn't visible to the others. Across a 130-unit portfolio in peak season, that fragmentation cost hours every week.

What did automation change for Smart BNB’s team ?

By taking repetitive questions off the team’s plate, Enso Connect gave them more time to focus on higher-value work: handling complex requests, advising guests, and expanding the service catalog.

“Our team isn’t dealing with those questions anymore. Guests expect AutoPilot to handle the basics. For the team, it’s more about developing upsells and adding more value to their work. Anything routine that Enso can handle easily, AutoPilot takes care of.”

The result is a team that has regained control of its time and processes.

“Automated messages, deposit payments, damage waivers — all of that is handled by Enso Connect. It has reduced errors and eliminated the need to juggle multiple tools.

We’ve added more services, and we enjoy handling more complex guest questions now. Above all, we feel more at ease because we have a complete process, a clear guide, and a simple guest journey.”

How did Smart BNB recover four to five times the cost of the software in upsell revenue?

Smart BNB built its upsell strategy into the Boarding Pass, offering damage waivers, early check-ins, late check-outs, and equipment rentals. The company generated four to five times the annual cost of the software in upsell revenue during a single summer season. The guest app makes these upsells easy to discover and purchase.

Smart BNB's three revenue drivers

The damage waiver is the top revenue-generating product in the catalog. Its main benefit was allowing Smart BNB to move away from a fully manual process: collecting security deposits, processing payments, releasing them at checkout, and handling any disputes that followed. The team no longer manages any of this payment flow, and damages are covered without having to chase guests for payment.

Next come early check-ins and late check-outs. These requests already existed, but they were handled manually by the team, who coordinated schedule changes with the cleaning company without charging guests for the service.

Guest requests also helped identify equipment rental opportunities, which generated a significant share of the additional revenue.

Would you recommend Enso Connect to other property managers?

“Yes, absolutely. It’s a tool that can genuinely help you grow your business. It takes repetitive tasks off your plate, including guest communication, and frees up your time. It makes your brand look more professional while helping you generate more revenue. Our only regret is not implementing it sooner. I think it could have made an even bigger difference much earlier.”