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Case Study

$250,000 in upsell revenue within 6 months

“We were told it might take six months to see ROI, but we started making money in just six days and broke even after 18.”

Challenges

Increasing Team Workload
Manual Upselling Process
Fragmented Communication

Goals

Streamline operations & reduce manual work
Maximizing revenue through upsells
Increase guest & owner satisfaction

The Problem

As GoodNight Stay grew to 400 listings, their focus remained on maintaining high property standards and delivering a great guest experience. They are selective about the properties they manage, ensuring quality and consistency across all listings.

As the business matured, the need for profitability became more pressing, especially with increasing competition in the short-term rental market. The company needed to build systems to streamline operations, boost team efficiency, and unlock more revenue from existing properties. Leadership sought a tech-enabled, data-driven approach that would allow the business to scale without sacrificing service quality or overloading on costs and resources.

They measure success by guest satisfaction, focusing on 5-star reviews, return guests, and direct bookings, and needed better visibility on performance and revenue.

The Solution

GoodNight Stay implemented Enso Connect as a comprehensive solution to streamline operations, improve efficiency, and unlock new revenue streams.

By integrating using AI unified inbox, the company reduced manual tasks and improved response times of their guest services team. They cut down on questions by sharing key stay details upfront through the Boarding Pass.

The platform also enabled the team to automate upsells, such as early check-ins, late check-outs, pool heating and more. Streamlined upsell workflows and damage waivers boosted GoodNight Stay’s profitability, achieving a 20.45 return on software investment with Enso Connect. The Boarding Pass helped enhance guest satisfaction, leading to more 5-star reviews and return bookings. The management got a better visibility into performance and revenue.

20.5

Cash ROI on Enso Connect

6

Time to Value

40

Monthly Upsell Revenue per Listing

“Everything we can do to monetize every guest that comes through the door is important. We were pretty good at doing that manually. Enso really helped on the automation of that.”

Scott Graden, Founder of GoodNight Stay

About the Company

GoodNight Stay, has been setting the standard for the new breed of build to rent short term rentals that are seen in today’s market.

The company offers luxury short-term vacation rentals in Scottsdale, Arizona, and Nashville, Tennessee. Focused on quality over quantity, the company carefully selects properties that meet high standards of sophistication. With a team of 60 full-time associates, they provide a seamless guest experience and maximize revenue for property owners.

Each GoodNight property features modern décor, smart technology, and a full-service concierge, ensuring a premium stay. Their commitment to comfort, care, and exceptional service sets them apart, delivering memorable experiences that guests can rely on. GoodNight Stay is a promise of quality in every detail.

Location
Scottsdale, AZ, and Nashville, TN.

Listings
400

Employees
60

Property Type
Luxury vacation homes

Integrations
Enso Connect, Streamline, Autohost, NoiseAware, Igloohome, Rently

Key Features
Boarding Pass, Unified Inbox, Upsells

Goodnight Stay’s Management Team

Scott G GNS

Scott Graden

Founder

Scott is a real estate and hospitality expert with over 30 years of experience in development, sales, and marketing, having sold over $3.5 billion in real estate. He’s been a leader in the build-to-rent short-term rental market. Scott has built 200+ homes, renovated 2000+ condos, and generated $500M in rental income through his ventures.

Daemion GNS

Daemion Glantz

Director of Operations

Daemion is a versatile, high-energy Project Operations Executive with over 20 years of experience in business transformation and customer engagement. As the Director of Operations at GoodNight Stay, he oversees multi-unit management, driving operational excellence in luxury short-term rentals.

Brandon GNS

Brandon Lilienfeld

Director of Guest Services

Brandon leads the reservations and customer service teams to ensure seamless guest experiences across all properties. With a background in hospitality and extensive experience in guest relations, Brandon is skilled in streamlining communication, enhancing customer satisfaction, and optimizing operations.

“The biggest thing in hospitality is anticipating the guest needs and Enso Connect allows us to do that. We answer our guests’ questions before they have to be asked.”

Brandon Lilienfeld, Director of Guest Services

Boarding Pass Examples Goodnight Stays Guest Portal v3

Digital Guest Portal and Online Check-in

Boarding Pass Examples Goodnight Stays Add ons

Easy Add-On Purchases for Guests

Boarding Pass Examples Goodnight Stays Guides

Essential Information at Guests’ Fingertips

“Enso is huge for me because it lets me monitor multiple team members and jump into any conversation whenever needed. It allows me to confidently step in, knowing exactly what’s been handled and what the results are. It saves me hours each day.”

Kevin Albert, Reservations Manager

Interview with GoodNight Stay’s Management Team

Scaling Without Compromising Quality

As GoodNight Stay scaled its operations, the team was careful not to compromise on quality. Scott explains that from the beginning, their focus was on ensuring properties were designed for success before taking them on. “We were more focused on quality than profitability in the early stages,” he notes. “We made sure the properties were outfitted with the right amenities and designed correctly to meet our high standards.”

As the business matured and competition increased, profitability became a larger concern. With 400+ listings, managing guest communications, operations, and upselling opportunities requires systems and processes in place. GoodNight Stay found an efficient way to scale without sacrificing service quality or overloading the team with manual tasks. They are monetizing the guest experience, tapping into new revenue streams through operational and experiential upsells.

Streamlined Operations and Smart Automation

Daemion Glantz, Director of Operations, emphasizes the need for operational efficiency. His team is using 18 different platforms to manage all aspects of the business. “We needed a way to simplify our systems and automate repetitive tasks,” Daemion explains. “Enso Connect helped us unify our tech stack, reducing the manual workload and improving response times.”

Enso Connect’s AI-powered platform allows GoodNight Stay to manage guest communication, bookings, and operational tasks from a single interface. The automation tools, including condition-based workflows and AI-driven responses, save the team time and reduce the need for manual oversight. “It’s like giving a three-year-old an iPad – so intuitive and easy to use,” Daemion says, highlighting the platform’s user-friendly design.

The Revenue Impact: Unlocking Upsell Opportunities

GoodNight Stay saw a significant boost in revenue with Enso Connect’s upsell features. “We’ve always offered upsells like early check-ins, late check-outs, and other services, but the process was manual and less effective,” says Brandon Lilienfeld, Director of Guest Services. “Enso Connect’s smart upselling system automated this process and increased the number of guests purchasing upsells.”

Brandon notes that guests respond well to personalized offers, and on average, each guest opts for two upsells per stay. The system helps monitor guest interactions, ensuring that services like pool heating and others are offered at the right time.

The founder adds, “We’ve seen a tremendous amount of revenue from upsells and damage waivers since implementing Enso Connect. The ability to automate these offers and track guest responses has made a significant impact on our bottom line.”

Increased Guest and Owner Satisfaction

Beyond boosting revenue and improving efficiency, Enso Connect has enhanced guest and owner satisfaction. “Our ability to respond quickly to guest inquiries has significantly improved,” says Brandon. “The AI-powered responses mean we can answer common questions instantly, which keeps guests happy and reduces work for our team.”

Properties managed by GoodNight Stay consistently outperform the market, delivering higher occupancy rates, more repeat guests, and greater returns for owners. “We show owners that we’re beating the market, which keeps them confident in us,” the founder explains.

Empowering Short-Term Rentals with AI

GoodNight Stay is embracing AI to optimize every part of the business where it makes sense. “While hospitality requires a balance of technology and human touch, we’re using AI thoughtfully”, says Scott Graden. From customer interactions to AI in marketing, we’ve reduced manual workloads, saving the equivalent of 5 to 10 employees’ time. “AI is incredible, enabling us to scale smarter and more cost-effectively, without sacrificing the personal touch our guests expect.”

“With AI-predicted responses, our team no longer has to search for answers manually. The knowledge base makes everything clear and accessible, improving accuracy of the answers. We’ve got our response times to under 10 minutes”, says Brandon Lilienfeld. “Tracking guest sentiment and response time is crucial for us.”

A Smarter, More Profitable Future

GoodNight Stay’s implementation of Enso Connect was the right decision. By streamlining operations, automating guest communication, and unlocking new revenue, GoodNight Stay scaled efficiently while maintaining an exceptional guest experience.

“Enso Connect has been an incredible tool for us,” says Daemion. “We’ve been able to grow faster, work more efficiently, and deliver better results for both our guests and our owners. It helps us take GoodNight Stay to the next level.”

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