Layering Guest Experience Technology on Property Management Infrastructure: Guesty + Enso Connect

Integrated Technology Stack

Foundation: Guesty PMS for core property management operations

Enhancement Layer: Enso Connect for guest communication, verification, and experience delivery

This integrated approach allowed NobleBNB’s team to maintain their existing Guesty workflows while adding specialized guest experience functionality.

Why Enso Connect Integration Matters for Guesty Property Managers

Noble BNB initially explored adding service offerings to their website but couldn't determine how to maintain commission tracking through their PMS. Enso Connect's native integration with Guesty solved this challenge immediately.

The integration meant they didn't need to choose between systems or duplicate work. Guest data, booking information, and revenue tracking flowed seamlessly between platforms, allowing the property management system to handle what it does best while the guest experience platform enhanced areas like communication, verification, and service delivery.

Implementation Approach

Despite not being highly technical, the director found implementation straightforward with support from Enso Connect's onboarding team. The key was understanding that Enso Connect would work alongside Guesty, each platform handling its specialized functions while sharing data automatically.

What Changed:

Instead of managing guest experience elements manually or through disconnected tools, the team now has a unified approach: Guesty manages property operations and distribution, while Enso Connect manages guest communication, verification, and experience delivery - fully integrated.

Key Benefits: Enhanced Guest Experience with Operational Efficiency

1. Unified Guest Communication with AI Support

Previously, Noble BNB juggled messages across Airbnb's platform and other communication channels. This created confusion about message delivery and required checking multiple interfaces.

Consolidated Inbox Experience

Enso Connect's messaging interface became the single point for all guest communication. The platform clearly indicates whether messages are being sent via email, the booking platform, or both, eliminating uncertainty about message delivery. The team now exclusively uses Enso's unified inbox instead of switching between platforms.

AI-Assisted Responses While Maintaining Personal Touch

The platform's AI generates contextual response suggestions that the team can use as-is or edit. This saves time while preserving the personalized communication style that defines their brand. The director reviews every AI suggestion but frequently sends them unedited, as they align with the company's communication standards.

2. Automated Guest Verification and Digital Agreements

Guest verification was previously handled manually. A labor-intensive process that consumed significant staff time across 40 properties.

Streamlined Digital Boarding Pass

Guests now complete verification, sign house rule agreements, and accept damage waivers through a simple digital process. The system guides guests through each step with clear prompts. All documentation is automatically stored and associated with the correct booking through the Guesty integration.

Customizable Agreements and Waivers

Using Enso Connect's templates, the team created customized house rule agreements that guests must digitally sign before check-in. This provides protection and clear expectations - something they didn't have systematic documentation for previously.

3. Premium Service Offerings and Revenue Optimization

The company wanted to offer unique services that would differentiate them from competitors with 200+ properties. However, they needed a way to present these services professionally while tracking commissions through their property management system.

Unique Service Marketplace

Through Enso Connect, guests can now book premium services their competitors don't offer: in-home hairdressing and grooming services, private wine tours, dedicated drivers, curated local experiences from community partners. All services are presented professionally through the digital Boarding Pass and booked with a few clicks.

Revenue Sharing with Property Owners

Upsells like late checkout are added to the accommodation total and automatically split between the management company and property owners according to their agreement. Over a year, this generates thousands in additional revenue per property - revenue that flows through to owners, not just the management company. This owner-first approach differentiates them from competitors who keep upsell revenue entirely.

Transparent Commission Tracking

The platform clearly shows commission structures when setting up services. All revenue is tracked, ensuring accurate financial reporting.

4. Enhanced Digital Guidebook with Local Recommendations

Creating and maintaining property guidebooks was time-consuming, and static PDF guides quickly became outdated. Guests also struggled to find information when they needed it.

Interactive Location-Based Guides

The boarding pass includes comprehensive local guides with restaurants, shops, attractions, and activities. Each recommendation shows walking distance from the property and provides one-click directions. For their Fleurieu Peninsula location, they've loaded recommendations for local partners within a 5-minute radius - wineries, pizza restaurants, surf clubs, and local businesses they want to support.

Real-Time Information

The Boarding Pass displays current weather conditions and forecasts, helping guests plan activities. It can also integrate with services like Uber Eats for food delivery, conveniences guests appreciate and comment on positively.

5. Guest Management On the Go

Property management requires being on-site frequently. While Guesty provides comprehensive desktop functionality, certain guest-facing tasks needed better mobile support.

On-Property Task Management

When on-site, the team can use their phones to send Boarding Passes to guests, bypass specific verification steps if needed (such as for repeat guests), and manage guest communications, without needing laptop access or desktop-mode workarounds.

Strategic Information Release

Check-in instructions are automatically withheld until 30 minutes before arrival time. This creates a final touchpoint to confirm upsells while ensuring operational control over property access timing.

6. Simplified Damage Protection

Managing security deposits through credit card holds created friction and awkward conversations when damages occurred.

Damage Waiver System

The team now primarily uses damage waivers instead of credit card deposit holds. When damages occur (such as a recent $200 claim), they simply process the claim through the existing waiver—no uncomfortable guest negotiations required. The guest agreed to the terms during booking, making resolution straightforward.