Reduce Guest Calls in Vacation Rentals with AI-Powered Guest Experience
Learn how a Paris-based vacation rental operator reduced guest calls by 50% and achieved 2.9× ROI in one month using a mobile-first guest experience and unified AI-powered messaging.
January 5, 2026
Challenges
Goals
The Problem
As Hatch Rentals scaled across Paris and other regions, guest arrivals became a growing challenge. Travelers booking short-term rentals often arrived with uncertainty and anxiety - unsure about access, worried no one would respond, and lacking the reassurance they expect from a hotel stay. Complex emails and PDF instructions only added friction, resulting in an overwhelming volume of phone calls from guests standing outside properties and operational strain on the team. Hatch needed a way to restore trust at arrival, simplify communication, and deliver a hotel-level experience without sacrificing efficiency.
The Solution
Hatch Rentals implemented Enso Connect to create a simpler, more reassuring arrival experience for guests. By centralizing access details, instructions, and communication into a single mobile-first Boarding Pass and Unified Inbox, the team replaced fragmented emails and PDFs with one clear, intuitive touchpoint. Guests received everything they needed in one link - access videos, codes, and support - while the Hatch team gained the ability to respond quickly and consistently, delivering a hotel-like experience at scale.
About the company
Hatch Rent
Location
Paris
Employees
50
Listings
600
Property Type
High-value residential properties
Tech Stack
Hostaway PMS
Enso Connect AI-powered Inbox, AutoPilot, Boarding Pass Guest App, CRM and Custom Upsells.
Hatch Rentals is a premium short-term rental company operating across Paris and Île-de-France, along the Normandy coast and in the south of France. They manage 600+ high-value residential properties, with 87% occupancy rate, and serve tens of thousands of travelers annually.
Hatch specializes in delivering hotel-quality stays for guests while helping property owners maximize revenue through a fully hands-off, end-to-end management model - covering pricing, listings, guest communication, maintenance, and on-site operations.
Company's hospitality-first approach sets them apart: close, personal relationships with property owners, high availability, and a strong focus on trust, transparency, and guest experience.
Automated Guest Screening and Authority Reporting
Frictionless House Agreements
Digital Guest Portal and Online Check-in
Easy Add-On Purchases for Guests
How Hatch Rent Used AI-Powered Guest Experience to Achieve 2.9× ROI in One Month
Industry: Vacation Rental & Conciergerie
Location: Paris & Île-de-France, Normandy Coast, South of France
Key Outcomes: 50% fewer guest calls · 2.9× ROI in 30 days · Improved guest trust & operations
The Market Context: Guest Acquisition in France
Today, 95% of Hatch Rent’s guests book through platforms - Airbnb and Booking.com. Recent shifts in the French tourism market — including increased global visibility around Paris during the 2024 Olympic Games — have accelerated this trend, with travelers prioritizing security, clarity, and reassurance when booking.
As direct bookings decline, the quality of the arrival experience has become a critical differentiator for vacation rental operators competing on major platforms.
The Challenge: Guest Anxiety at Arrival
For Hatch Rent, the core challenge was costly.
Guests arriving at a vacation rental often face uncertainty:
Is the property legitimate?
How do I access it?
What if no one responds?
Long emails and PDF instructions failed at the moment guests needed help most. This resulted in an overwhelming volume of phone calls from guests standing outside properties, creating operational strain and a poor first impression.
Hatch needed a way to:
Reassure guests immediately
Reduce inbound calls
Deliver a hotel-like experience without adding staff
Why Hatch Rent Chose Enso Connect
From day one, Hatch Rent knew the solution had to be simple, intuitive, and mobile-first.
Enso Connect’s Boarding Pass concept stood out immediately — a single digital experience guests could save to their phone, just like an airline boarding pass.
Instead of searching through emails or PDFs, guests receive:
One secure link
Access codes and entry videos
All essential information in one place
Combined with Enso Connect’s Unified Inbox, Hatch could finally respond to guests quickly and consistently, reducing anxiety and restoring trust.
Onboarding & Integration Experience
Integration with Hostaway PMS and smooth set-up were critical for Hatch Rent. Enso Connect provided white-glove onboarding, handling property setup and integrations while supporting the team throughout the process.
Direct communication with the Enso team, including ongoing support via WhatsApp, ensured issues were resolved quickly and adoption was smooth across teams.
Most Valuable Enso Connect Features
Boarding Pass – A mobile-first, airline-style guest experience
Unified Inbox – Centralized guest communication across platforms
CRM & Guest Context – Faster, more informed responses
Flexible Setup – Tailored onboarding for complex operations
Results: 50% Fewer Guest Calls and 2.9X ROI in the First Month
The impact was immediate.
Hatch Rent reduced guest calls by 50%, eliminating their biggest operational bottleneck. Guests now access everything they need through a single link — watch the video, get the code, enter the property.
Beyond operational improvements, Enso Connect delivered fast, measurable ROI.
The system generated revenue quickly, making the investment low-risk and self-funding.
Impact on Guest Experience & Operations
By cutting call volume in half, Hatch Rent freed up time to:
Improve guest service quality
Strengthen owner relationships
Deliver a more premium, consistent experience
Time savings translated directly into better service — for both guests and property owners.
Advice to Other Vacation Rental Operators
David's advice is simple: treat vacation rentals like hospitality.
Once operators view their business through a hospitality lens, rather than pure automation, priorities shift toward trust, reassurance, and service quality.
Ready to Reduce Guest Calls and See a Quick ROI?
Enso Connect helps vacation rental managers:
Reduce guest support calls
Improve arrival experience
Increase operational efficiency
Generate measurable ROI with AI-powered guest experience
👉 Book a demo to see how it works
