Scaling Aparthotel Brand: Efficiency, Revenue and Hotel-Level Guest Experience
How a Parisian boutique aparthotel added €50 per stay with upsells while scaling to 170 properties through digital guest experience, AI and automation.
January 27, 2026
Challenges
Goals
The Problem
Quartier Libre faced a bottleneck in manual operations. With guest interactions confined to the reception desk, their team was drowning in manual processes - collecting city tax with payment terminals, explaining services, and collecting guest information. No digital touchpoints meant missed upsell opportunities and no pre-arrival communication. As they prepared to open 70+ new apartments, the math was simple: their current approach would require proportionally more staff and longer wait times. They needed to automate operations without sacrificing the warmth and personalization their guests expected from a boutique Parisian aparthotel.
The Solution
Enso Connect became Quartier Libre's guest management backbone. The Boarding Pass handled check-in, access, and upsells before guests arrived, streamlining the pre-stay experience. All communications from Booking.com, Airbnb, email, and WhatsApp flow into one dashboard, essential for their international guests. Strong Guesty integration enabled rapid deployment across all properties. Enso freed the team from administrative tasks. Staff stopped processing payments at the desk and started building relationships. They learn about guest preferences, sentiment to personalize stays, and create memorable experiences that turn first-time visitors into repeat customers.
About the company
Quartier Libre Collection
Location
Paris, France
Employees
38
Listings
170
Property Type
Boutique Aparthotels, Serviced Apartments
Tech Stack
Guesty PMS
Enso Connect Guest Experience Platform
WhatsApp Business
Salto Smart Locks
Quartier Libre Collection is a boutique aparthotel brand in the heart of Paris, offering guests the space and autonomy of a private apartment combined with the standards and service of a luxury hotel. With four prime locations across Paris's most iconic neighborhoods, Quartier Libre provides travelers the freedom of a Parisian pied-à-terre without sacrificing comfort or design. Whether staying for business or pleasure, solo or with family, guests enjoy flexible booking (no minimum or maximum nights), elegant accommodations, and a seamless Parisian experience that feels like home.
Automated Guest Screening and Authority Reporting
Digital Guest Portal and Online Check-in
Easy Add-On Purchases for Guests
Essential Information at Guests’ Fingertips
How Quartier Libre Scaled to 170 Apartments Without Sacrificing Guest Experience
Scaling an aparthotel brand presents a unique challenge: how to grow rapidly while maintaining the boutique hotel experience guests expect. Quartier Libre - a leading Parisian aparthotel collection achieved this balance by implementing digital check-in, automated guest messaging, and a comprehensive guest portal, while adding 70+ properties in one year. As a result, they added €50 in upsell revenue for every booking. This case study reveals how hospitality technology can drive aparthotel operations efficiency, increase revenue per booking, and deliver hotel-level guest experience at scale.
Solving Hospitality Pain Points
Here are the problems Quartier Libre Collection were facing before they started looking for a guest experience software solution.
Time-consuming check-ins
Without a digital customer journey, all guest interactions happened at reception. Staff spent excessive time informing guests about services, local activities, and collecting mandatory information.
Manual city tax collection
The main operational pain point was collecting city tax one by one with payment terminals, a tedious process that created delays and frustrated both guests and staff.
Missed revenue opportunities
Without a platform to showcase additional services and upsells before arrival, Quartier Libre was missing opportunities to increase revenue and enhance guest experiences.
Limited scalability
With plans to open more than 70 new apartments, the existing manual processes were unsustainable and would require proportionally more staff to maintain service quality.
Fragmented communication
Messages scattered across Booking.com, Airbnb, email, and WhatsApp with no centralized system. Enso Connect was the only messaging platform with strong WhatsApp integration, critical for communication with international guests.
End-to-End Digital Guest Journey: Why Quartier Libre Chose Enso Connect
Enso Connect stood out during the search for the guest messaging and digital guest experience solution for the following reasons:
Seamless Integration
Quick API setup with Guesty PMS meant fast deployment without technical headaches or lengthy onboarding processes.
Centralized Communication & WhatsApp Integration
All messages from multiple channels, Booking.com, Airbnb, email, and WhatsApp, managed in one place, especially crucial for international guests.
Continuous Innovation
Enso Connect's ongoing improvements and new features ensure the platform evolves with hospitality industry needs.
Responsive Support
Dedicated team helps tailor the customer journey and tools to match Quartier Libre's unique brand and guest expectations.
Balanced Digital & Traditional
Maintains the personal touch guests expect from a boutique hotel while leveraging digital efficiency for operational excellence. Team members can concentrate on building relationships with guests rather than administrative tasks, creating more meaningful interactions.
Key Features Implemented
Enso Connect provides the perfect balance of automation and personalization, allowing Quartier Libre to scale without compromising their boutique experience. To achieve this, the team implemented the following features:
Boarding Pass for digital pre-arrival check-in
AI Unified Inbox for centralized messaging across all channels
WhatsApp communication for international guests
Automated upsells integrated into digital guest journey with the Boarding Pass guest portal
Digital Boarding Pass became the cornerstone of the entire guest experience - from booking to checkout. It enables guests to complete check-in and provide necessary information before setting foot on the property. The platform automates access code delivery, collects city tax payments digitally, and showcases service and activity recommendations tailored to each guest. It presented upsell opportunities when guests are most engaged.
AI Unified Inbox solved the fragmentation problem that plagued international guest communication. All messages from Booking.com, Airbnb, email, and WhatsApp flow into one centralized platform, giving the entire team visibility and enabling faster response management. The WhatsApp integration proved particularly critical, as Enso Connect was the only platform offering this capability, essential for reaching international travelers who prefer this communication channel.
Automated Upsells transformed revenue opportunities by making it easy for guests to purchase add-ons like early check-in, late checkout, and additional services directly through the guest portal. The intuitive purchase and payment flow removed friction from the booking process, leading to higher conversion rates and increased revenue per stay.
AI and CRM Capabilities enable true personalization at scale. The platform learns guest preferences over time, automates communication personalization based on booking details and past behavior, and provides staff with pre-arrival insights that enable tailored service delivery from the moment guests arrive.
PMS Integration with Guesty was remarkably straightforward, requiring only a simple API key setup that enabled fast deployment across new properties. The automatic data synchronization meant information flowed seamlessly between systems, creating a scalable infrastructure that could support rapid expansion without technical bottlenecks or manual data entry.
Transforming Operations and Guest Satisfaction: Measurable Results
Improved Guest Satisfaction
Reduced guest loss prior to check-in and increased likelihood of repeat visits through smoother experiences and personalization
Increased Upsell Revenue
Early check-in and late checkout purchases via Boarding Pass with room to grow by adding more upsell offerings.
"We've observed tangible results both in terms of revenue and operational efficiency. For upsells, the average basket exceeds €50 per reservation, which represents a particularly significant source of additional revenue. To date, additional sales account for more than 5% of our annual revenue. As Director of Revenue Management, revenue diversification is a major strategic priority. Enso Connect has clearly enabled us to unlock new growth opportunities.”
- Anna Martirosyan, Director of Operations & Sales & Marketing
Significant Time Savings
Guests complete all pre-check-in steps online, arriving with fewer questions and enabling faster, smoother check-ins
Implementation Best Practices
Lessons from Quartier Libre
Don't fear digital transformation: Test all available tools and features to discover what works best for your property
Leverage support teams: Work closely with platform providers to tailor the guest journey to your brand standards
Balance digital and traditional: Use automation for efficiency while preserving personal touchpoints where they matter most
Focus on pre-arrival: The Boarding Pass collects information and sets expectations before guests arrive
Centralize communications: Unified messaging dramatically improves response times and team coordination
Think scalably from day one: Choose platforms that can grow with your expansion plans
