Five Figures in New Revenue, One Link for Every Guest: How Omega Rentals Runs UK Serviced Accommodation with Enso Connect
Omega Rentals grew from 2 to 19 UK properties and a 12-bedroom hotel in three years, and earned five figures with Enso Connect's Boarding Pass, signed house rules and damage waivers.
"Looking over a year now into this, we could not be happier. The only thing I regret is that I didn't do it earlier."
Chen Hindi
Co-founder, Omega Rentals
Desafíos
Text-Only Guest Messages
No Guest Data Captured
Unsigned House Rules
Repetitive After-Hours Questions
Objetivos
Elevate Guest Experience
Protect Every Property
Build Remarketing Revenue
Scale Without Adding Headcount
El Problema
Omega Rentals runs a diverse UK portfolio remotely: larger houses and unique homes in Oxford, Manchester, Blackpool, North Devon and London, plus Ember House, a 12-bedroom hotel in Blackpool. For a remote operator, guests need to know the team is there at the click of a button, and the guest journey has no room for friction.
Running remotely also means the same questions arrive at all hours. A Wi-Fi password request at 1:00 AM still needs an answer, and a team that spends its day on repeat questions has less time for the guests who need real help.
Before Enso Connect, that journey ran on text messages and booking confirmations alone. Omega collected no guest emails or phone numbers, sent house rules that guests never signed, and took no security deposits.
That left three gaps: no guest data to remarket to, no signed agreement to set expectations, and no financial protection if a guest was reckless with a property.
La Solución
Chen Hindi, a 2x Founder whose path ran from physics to digital to real estate hospitality, brought Enso Connect on board. Omega Rentals replaced its text-message flow with Enso Connect’s Boarding Pass, a single guest link sent at booking. Guests get a reminder if they haven’t completed it, and check-in instructions land on the Boarding Pass two days before arrival.
Inside that one link, guests share their contact details, sign the house rules, choose between a security deposit and a damage waiver, and find guidebooks and access codes.
Omega rolled Enso out in three phases, starting with five or six listings. Once nothing broke and the team knew how to handle guest questions, it expanded to the full portfolio with support from the Enso team.
Omega pairs that guest journey with AI for the mundane, repetitive work. Its three virtual assistants are trained to work alongside AI and step in when a conversation needs human judgment.
"After we switched to Enso, there was this one link, everything is there."
Chen Hindi
Co-founder, Omega Rentals
Resultados con Enso Connect
5 figures
in revenue earned with Enso Connect
£40
per listing per month with upsells
50%
automation ratio
"Once guests sign the house rules, there's something psychological about it that they're much more careful."
Chen Hindi
Co-founder, Omega Rentals
Acerca de la empresa
Omega Rentals
Ubicación
Oxford, Manchester, Blackpool, North Devon and London, UK
Anuncios
19 properties and a 12-bedroom hotel
Tipo de Propiedad
Larger houses, unique homes, modern apartments and a boutique hotel
Ecosistema Tecnológico
Omega Rentals is a UK serviced accommodation company that started three years ago with two properties and now runs 19 properties and a 12-bedroom hotel. Its portfolio mixes larger houses and unique homes in Oxford, Manchester, Blackpool, North Devon and London with Ember House, a 12-bedroom boutique hotel in Blackpool, and it uses Enso Connect’s Boarding Pass to collect guest details, signed house rules and deposits or damage waivers before arrival.
One Link for Every Stay
Signed House Rules Before Arrival
Security Deposit or Damage Waiver
Guidebooks and Access Codes in One Place
"Some of the guests literally write in the review that check-in was very smooth with the Boarding Pass."
Chen Hindi
Co-founder, Omega Rentals
How Omega Rentals Runs 19 UK Properties and a 12-Bedroom Hotel With One Guest Link
How did Omega Rentals roll out Enso Connect without disrupting operations?
Omega Rentals rolled out Enso Connect in three phases instead of switching every listing at once. It started with five or six listings, checked that nothing broke, learned how to handle guest pushback, then expanded. The Enso team helped set up the welcome pages and guided the internal team before the Boarding Pass went to guests.
Chen Hindi from Omega Rentals and Francois Gouelo from Enso Connect at Airbnb’s London Host Club Meetup, April 2026.
How does the Boarding Pass change check-in for Omega's guests?
Omega guests now get one link at booking with everything they need: house rules, guidebooks, access codes and check-in instructions. A reminder goes out if the Boarding Pass is incomplete, and check-in instructions arrive two days before the stay. Some guests describe check-in as smooth in their reviews and mention the Boarding Pass by name.
"I love the Boarding Pass, because it puts them in a state of mind of traveling."
How does Enso Connect protect Omega's properties?
Guests now sign Omega's house rules and choose between a security deposit and a damage waiver before arrival. Before Enso, Omega took no deposits and house rules were a link most guests probably didn't read. Chen calls the signed agreement a significant defense against guests being reckless with Omega's spaces.
How does Omega Rentals turn guest data into future revenue?
The Boarding Pass collects each guest's email and phone number, which Omega never captured over text messages. That gives Omega a remarketing list and a path to future direct revenue, on top of the revenue Enso Connect generates at booking.
How Omega Rentals Uses AI Without Losing the Human Touch
What does Omega Rentals let AI handle?
The mundane, repetitive work: routine guest questions like a Wi-Fi password at 1:00 AM, and the busywork that would otherwise need more staff. That frees the team to focus on the parts of the stay that need a person.
When should AI stop answering the guest?
Chen’s rule is that AI handles the routine and hands judgment calls to people. Knowing where that line sits is what keeps the guest experience human.
"You need to know when AI should stop answering the guest."
How does Omega’s team work alongside AI?
Omega has three virtual assistants and trains them to work with AI rather than around it. The AI takes the repetitive load, and the team handles exceptions, escalations and anything that needs empathy.
How does AI help Omega Rentals grow?
By taking away unnecessary work, AI lets Omega add properties without adding headcount at the same pace. That supports its push toward 100 doors with a focus on profit per listing.
What is Omega Rentals' growth plan?
Omega Rentals is aiming for 100 doors by the end of Q2 2027, with a focus on profitability per listing over volume. Chen has seen one unique, well-located listing generate the profit of three or four standard ones, so Omega is looking for the sweet spot between portfolio size and profit per property.
What is Omega Rentals' favourite Enso Connect feature?
The Boarding Pass. Chen kept the name even though some guests first assumed Omega wanted their airline boarding pass, because it puts guests in a travel state of mind before they arrive.
Chen Hindi, London’s Award-Winning Airbnb Community Leader
Advice for UK Serviced Accommodation Operators
Chen's advice is to use AI for balance, not extremes: let it take away the unnecessary work so the business can grow without adding headcount, while the team stays hands-on and protects the human side of hospitality.
"Enso takes away all the unnecessary work in a world that, in a very scary way, moves so fast."
Chen Hindi, Co-founder, Omega Rentals
Preguntas frecuentes
What results did Omega Rentals get with Enso Connect?
Omega Rentals has earned five figures in revenue with Enso Connect, which Chen calls very significant for an operation of its size. It also now collects guest contact details, signed house rules and security deposits or damage waivers, none of which it had before.
How long has Omega Rentals used Enso Connect?
More than a year. Chen signed up at a London industry conference after meeting the Enso team, citing a strong brand alignment.
Which Enso Connect features does Omega Rentals use?
The Boarding Pass guest portal, online check-in with automated reminders, digital guidebooks and access codes, signed house rules, and a guest choice between a security deposit and a damage waiver.
How does Omega Rentals use AI in guest communication?
Omega uses AI for mundane, repetitive work like routine guest questions at any hour, and hands judgment calls to its three virtual assistants. Chen Hindi's view is that AI should create balance: remove unnecessary work so the business can grow, while the team stays hands-on.
How did Omega Rentals implement Enso Connect?
In three phases, starting with five or six listings. Once the setup proved stable and the team knew how to answer guest questions, Omega expanded it to the rest of the portfolio with help from the Enso team.
Does Enso Connect work for UK serviced accommodation and small hotels?
Yes. Omega Rentals, a UK serviced accommodation operator with 19 properties and a 12-bedroom hotel, has used Enso Connect for more than a year.
