What problem did Capsule Corp solve with Enso Connect?

Capsule Corp needed a reliable platform to manage the guest experience across 91 urban apartments in Grenoble, a market driven by last minute bookings.

Its founder, Jérôme Charnot, brings the discipline of his asset management background to short term rentals, with a strong focus on revenue optimization, operational excellence, and real time oversight. With those standards, even a minor technical issue quickly became a guest experience problem. Their previous platform could take up to three hours to synchronize reservations and sometimes failed to send access information altogether. The result was guests arriving without entry codes, stranded outside the property, and forced to find last minute accommodation. On top of that, the interface made simple tasks like managing an early check in or a late check out unnecessarily complex, requiring dozens of clicks, endless verification steps, and offering very little visibility.

Why did Capsule Corp choose Enso Connect?

Enso Connect was the only platform that addressed the three critical challenges holding the business back : near real time synchronization with Avantio, a unified inbox for Airbnb and Booking.com, and an upsell engine capable of supporting different pricing logic for each offer.

Jérôme Charnot evaluates software with the discipline he developed in asset management. He does not judge a platform by its demo, but by its reliability under real world conditions across nearly 100 properties. While their previous solution made big promises but failed to deliver, Enso Connect met every requirement. Today, the partnership continues through a dedicated customer success manager and responsive support.

How does Capsule Corp turn upsells into an automated revenue stream?

At Capsule Corp, upselling is not an extra task. It is an automated process.
Jérôme was initially hesitant about offering guests damage waivers, not wanting to create more friction.

The team worked with Enso's customer success manager, to set up the offer in a transparent and appealing way for guests. Guests were offered a choice at booking: a higher refundable security deposit, or a small non-refundable damage waiver covering accidental damage. The option was communicated clearly throughout the booking and verification process, integrated into the pre-arrival journey through the Boarding Pass.

Within two weeks, the results spoke for themselves. A significant share of guests chose the small waiver fee over the large deposit hold. Properly presented and explained, the damage waiver gives guests peace of mind, removes friction from the booking experience, and adds meaningfully to booking revenue.

Flexible access drives the rest. Early check-ins and late check-outs are presented with multiple pricing options, so guests choose what fits their arrival and departure needs.

How does Capsule Corp automate its guest communication AI?

Capsule Corp introduced AI automation gradually. Guest messaging first ran in CoPilot mode, letting EnsoAI learn how the team communicates before AutoPilot took over a growing share of conversations. During this learning phase, the team defined its brand voice, policies, and escalation rules for the AI to follow. They gave feedback on suggested responses and tested EnsoAI in the Sandbox, a safe environment for teaching the AI before it goes live. This level of configurability and control resulted in high-quality AutoPilot responses.

The system keeps learning from daily operations. Jérôme continues to provide EnsoAI with the context it needs to understand how Capsule Corp operates, including business rules and operational processes. EnsoAI uses this knowledge to respond to guests the way the team would, working like a member of the concierge team.