How Pinarello Villa Services Scaled a Vacation Rental Concierge Business in Pinarello with Enso Connect
See how Pinarello Villa Services, a vacation rental concierge in Pinarello near Porto-Vecchio, used Enso Connect and Avantio to automate guest messaging, improve the guest experience, and grow revenue across 40 luxury villas.
"We used to send a PDF of services. Now guests just tap in the app, and upsells jumped 40%."
Frédéric Schurch
Head of Sales, Pinarello Villa Services
Challenges
Fragmented guest comms across email, SMS, and WhatsApp
Services/upsells hidden in a one-off PDF
Repeat amenity questions
Goals
Centralize post-booking communication
Enable self-serve arrivals and reduce calls
Grow ancillary revenue via in-app upsells
The Problem
As Pinarello Villa Services scaled from 3 to ~40 villas without formal marketing, everyday ops began to strain. Arrival instructions went out by email while guests replied via SMS/WhatsApp, scattering conversations; on peak days (8–12 arrivals) the team couldn’t be at every door. Services and upsells lived in a one-off PDF that was easy to miss, and guests kept asking repeat amenity questions (e.g., coffee machine type) even though the details existed in Avantio. With a seasonal April–November cadence and a ≤20 km hyper-local footprint, they needed a way to centralize post-booking communication, make arrivals self-serve, and connect Avantio booking data to a guest-facing hub.
The Solution
The company implemented Enso Connect alongside Avantio to bridge booking-to-stay. The Unified Inbox pulled email/SMS/WhatsApp into one thread, while the Boarding Pass guest app delivered tap-to-navigate directions, gate/key codes with visuals, Wi-Fi, and equipment guides, so peak-day arrivals could self-serve. Upsells moved from a lost-in-email PDF to an in-app catalog with one-tap requests. AI CoPilot drafted precise answers by pulling amenity details directly from Avantio (e.g., coffee machine type). With hands-on onboarding support over high season, the stack was live on time, restoring calm to operations and freeing the team to focus on high-touch service.
"The Avantio + Enso combo bridges booking to stay. That integration is essential. I'm impressed how the two systems work together."
Frédéric Schurch
Head of Sales, Pinarello Villa Services
Results with Enso Connect
40%
incremental revenue growth
93%
Guest satisfaction rate
over 50%
less guest questions
"The Boarding Pass is amazing. Everything lives in one place. Guests tap the guest app link for directions, lock codes, Wi-Fi, and go straight to the villa without calling us. We save hours."
Frédéric Schurch
Head of Sales, Pinarello Villa Services
About the company
Pinarello Villa Services
Location
Pinarello, Porto-Vecchio, Southern Corsica
Employees
10
Listings
40
Property Type
Luxury villas
Pinarello Villa Services is a luxury vacation rental concierge based in Pinarello, near Porto-Vecchio in Southern Corsica. Founded in 2017, the company manages around 40 luxury villas, providing property management, guest services and personalized concierge services for owners and travellers. With a strong focus on luxury villas and a hyper-local approach, the team delivers seamless arrivals, responsive local support and exceptional guest experiences throughout every stay. To scale operations while maintaining its high service standards, Pinarello Villa Services uses Avantio and Enso Connect to automate guest communication, power its digital guest portal and deliver personalized upsells.
"It’s not that we work less; we’re more efficient. The app handles the repetitive stuff."
Frédéric Schurch
Head of Sales, Pinarello Villa Services
Digital Guest Portal and Online Check-in
Easy Add-On Purchases for Guests
Essential Information at Guests’ Fingertips
Seamless Local Service Offers
Pinarello Villa Services Interview: Scaling Local Luxury Hospitality With Global Tech
TL;DR
Pinarello Villa Services (Pinarello / Porto-Vecchio, Southern Corsica) scaled from 3 → ~40 luxury villas while keeping a ≤20 km hyper-local model. Adding Enso Connect alongside Avantio centralized post-booking communication, launched a Boarding Pass guest app for self-serve arrivals, and moved services into in-app upsells, driving a 40% increase in upsell volume and smoother peak days (often 8–12 arrivals).
At a Glance
Model: Hyper-local; properties within ~20 km
Season: April–November
Tech Stack: Avantio (PMS & distribution) + Enso Connect (Unified Inbox, Boarding Pass, in-app upsells, AI Copilot)
Interview
Q: What did your growth journey look like?
A: We started in 2017 with three villas. Through quality and word-of-mouth, no formal marketing, we now manage about 40.
Q: What operational challenges did growth reveal?
A:Communication was scattered. We sent arrival instructions by email, but guests replied via SMS or WhatsApp. On peak days we had 8–12 arrivals, and we simply couldn’t be everywhere. Our services/upsells lived in a PDF attached to an email - easy to miss. And guests kept asking repeat amenity questions (like coffee-machine type) even though it was in our Avantio descriptions.
Q: Where did Enso Connect fit in - what was missing before?
A: Avantio is great for distribution and booking, but we needed a bridge to the post-booking stage - messaging, arrivals, and services. After a webinar with François, Enso Connect was exactly what we were missing.
Q: How did you implement the solution?
A: We integrated over winter to be ready for April. Enso’s support, very reactive, made it manageable during a busy seasonal ramp.
Q: Which Enso Connect features matter most day-to-day?
A:
Unified Inbox brings email/SMS/WhatsApp into one thread.
Boarding Pass guest app gives one-tap directions, gate/keypad codes with photos/video, Wi-Fi, and equipment guides (A/C, TV, pool alarm).
In-app Upsells replace the lost PDF; guests browse and tap to request.
AI Copilot pulls details from Avantio (e.g., capsules vs. ground for the coffee machine) and drafts accurate replies—we just review & send.
Q: What results did you see with Enso Connect?
A: Upsells increased 40% after moving services into the app. Peak-day arrivals are calmer -guests follow Boarding Pass and arrive without calling. And repetitive “where is…?” questions dropped because the information is centralized and visual.
Q: What is your favourite Enso Connect feature?
A: “Everything lives in one app - on 8–12-arrival days, guests tap Boarding Pass for directions, codes, and Wi-Fi, go straight to the villa without calling us - and we save hours.”
Q: What would you tell other concierge or property managers?
A: Connect your PMS data to a guest-facing post-booking hub. Keep it local and fast, but let the app handle repetitive steps. That’s how you scale quality without losing the personal touch.
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