How High Street Town House Automated Guest Communication, Keyless Entry, and Upsells with Enso Connect

How does Enso's AI Autopilot reduce manual guest emails?

Enso Connect's AI Autopilot cut High Street Town House's manual guest emails by 94% - from roughly 50 a day to no more than 3. Autopilot answers guests 24/7 across the full journey: inquiries, booked-but-not-arrived, and in-house guests. The team reviews the AI's correspondence daily and consistently finds the tone, engagement, and accuracy on target.

Can guests tell they're talking to an AI?

Nine times out of 10, guests at High Street Town House cannot tell Autopilot's responses from a human's. The AI draws only on the property's own knowledge base and guidebook content, keeping answers accurate to house policies. When Autopilot lacks the information to answer confidently, it escalates the message to the team instead of guessing - preserving the guest's impression of a human conversation.

How does keyless entry work with Assa Abloy locks and Enso Connect?

Guests at High Street Town House unlock both the building's front door and their apartment door from their phone, with no physical key card. After booking, each guest receives a unique link, completes identity verification through Autohost, then a security deposit authorization hold. The link then reveals an unlock button connected to the property's Assa Abloy hotel locks. Verification, deposit, and access run as one flow, with no front desk required.

How does a 19-apartment property drive upsell revenue with Enso Connect?

High Street Town House converts 10-20% of guests into early check-in or late checkout purchases through Enso Connect. Guests choose from four to five check-in times and four to five checkout times, bookable up to two to three weeks before arrival. Because these sales happen outside OTA channels, no commission applies, and the incremental revenue flows directly to RevPAR. The team approves each request against a live calendar showing the gap between departing and arriving guests.

The rollout was sequenced deliberately: guest communication and keyless entry first, then upsells once 90-95% of guests were completing the digital check-in process without friction.

What is High Street Town House's favourite Enso Connect feature?

It depends on the hat. From a finance perspective, early check-in and late checkout upsells deliver the clearest return. From an operational perspective, Autopilot carries the most weight - it runs guest communication under its own automation, while keyless entry, verification, and security deposits complete the flow. With revenue optimization and communications configured, the remaining operations trigger automatically, making the property effectively hands-off and touchless.

Why did High Street Town House choose Guesty as the PMS behind Enso Connect?

High Street Town House chose its PMS around Enso Connect, not the other way. The team asked which PMS could best support Enso's current features and the AI capabilities on its roadmap, and selected Guesty for its integration depth with the platform. The Guesty-Enso integration lets guests self-serve across the booking - communication, verification, access, and upsells - while reservation data flows between the two systems automatically.

Advice for STR and Aparthotel Operators Adopting AI and Automation

The biggest barrier to adopting new hospitality technology is attachment to existing processes. High Street Town House's approach: start from the best possible guest experience, then work backwards to the best process for automating it.

Guests want everything before they arrive - the Wi-Fi code, local recommendations, and early check-in or late checkout options - delivered to the phone already in their hand, not a handbook on the kitchen counter. Platforms like Enso Connect put that information at guests' fingertips and let them manage their own stay, replacing the traditional front-desk model.