Upgraded Property Management: 50% Growth, 3.83x ROI
Discover how Upgraded Property Management a tech-enabled short-term rental start-up in Bristol grew listings 50% and hit 3.83x cash ROI using Enso Connect.
"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."
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Challenges
Competitive Market
Scalability & Service Quality
Fundraising
Goals
Stand Out From Competition
Balance Technology & Personal Touch
Growth: Listings & Revenue
The Problem
As a startup, UpgradedPM 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.
"We’ve seen a strong ROI with Enso. Upsells drive revenue and lead to higher guest satisfaction and repeat bookings."
Hakim Parr
Founder & Managing Director, Upgraded Property Management
Results with Enso Connect
50%
growth in listings since starting with Enso Connect
3.83X
cash ROI on Enso Connect
100%
guests verified through Boarding Pass
About the company
Upgraded Property Management
Location
Bristol, Bath, Chippenham, Newquay in England; Conwy in North Wales
Employees
16
Listings
15
Property Type
Serviced apartments, smart homes, Victorian buildings
Upgraded Property Management (UpgradedPM), formerly The Upgrade Authority, is a UK property management company providing end-to-end management for short-term, flexible, and long-term rentals, plus block management, across Bristol, London, North Wales, and South Wales. Founded by Hakim Parr and Jesse Vardy, the company pairs a hospitality team with smart technology - including AI-powered pricing, smart locks, and 24/7 guest communication - to help landlords earn more without the day-to-day hassle. UpgradedPM has hosted 24,000+ guest stays.
About the short term rental business
About the Founders
The story of UpgradedPM 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 UpgradedPM 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 UpgradedPM to redefine property management, ensuring owners and guests are in the safest, most capable hands.
Digital Guest Portal and Online Check-in
Easy Add-On Purchases for Guests
Essential Information at Guests’ Fingertips
Interview with Founder and Managing Director of UpgradedPM
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 need for a guest experience solution?
This need 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 mid-stay cleaning, 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, 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?
Effortless and responsive. It's about more than a place to stay, but creating a seamless, memorable journey that guests want to repeat and share with others.
