Case Study

Missed Messages to 5-Star Stays: Better Communication, Higher Revenue

“Enso really helped us. Now we have one stream of consciousness with messaging. It’s easier to train our team, easier to grow, and easier to hire.”

Challenges

Fragmented Guest Communication

Manual Operations

Missed Revenue Opportunities

Goals

Streamline Comms, Especially Text Messaging

Increase Operational Efficiency

Generate New Revenue Streams

The Problem

Atlantic Vacation Homes faced a growing challenge with fragmented guest communication. Messages were scattered across emails, texts, and phone calls, leading to missed or duplicated inquiries and making it difficult to train new staff efficiently. The lack of a unified system not only strained their customer service but also impacted team productivity during peak seasons. They needed a streamlined, scalable solution to deliver consistent, high-quality guest communication.

The Solution

The company turned to Enso Connect to unify their guest communication and simplify operations. With features like Unified Inbox, Boarding Pass, smart lock integrations, and automated upsells, they centralized messaging and reduced manual work. This streamlined approach allowed them to enhance the overall guest experience. The platform’s intuitive design made it easy to train staff and scale operations. Seamless integrations with Track property management software and smart locks brought everything into one cohesive system.

80

Direct Bookings

70

Messages Automated

1,050

Monthly Upsell Revenue

“The biggest benefit for our team has been the ease of messaging. Seeing all the guest info, agreement status, and messages in one place, it’s a game changer.”

Jonathan Fonvielle, President of Atlantic Vacation Homes

About the Company

Atlantic Vacation Homes is the premier vacation rental and real estate company serving Cape Ann and Boston’s North Shore. Family-owned and operated for over 40 years, the company offers a selection of beach houses, oceanfront estates, condos, and cottages. It’s an ideal portfolio for everything from romantic getaways to multi-generational family vacations. With deep local roots, a hands-on approach, and a strong commitment to community, the team prides itself on personalized service. They deliver authentic New England charm and seamless coastal experiences for guests and homeowners alike.

Location
Gloucester, Massachusetts

Listings
75

Employees
10 full time employees + seasonal staff and housekeepers

Property Type
Beach rentals and vacation homes

Integrations
Enso Connect, Track, Wheelhouse, Yale Smart Locks, Schlage Smart Locks.

Key Features
Boarding Pass, Unified Inbox, Upsells

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The Founding Story

This family-run business, built on deep local roots and a passion for hospitality, was founded over 40 years ago. What began with their mother has evolved into one of the North Shore’s most trusted vacation rental and real estate companies. Today, the second generation leads the company, with Michelle Williams serving as General Manager and Jonathan Fonvielle overseeing business development and operations. Together, they continue the company’s legacy of service, community connection, and personal touch. While Atlantic Vacation Homes has grown significantly, it remains committed to helping both guests and homeowners experience the best of coastal New England. They offer thoughtful guidance, strong partnerships, and an unwavering standard of hospitality.

“Who you work with is just as important as the tool. We trusted Enso Connect because they were focused on hospitality, growth, and supporting our business long-term.

Jonathan Fonvielle, President of Atlantic Vacation Homes

Atlantic Vacation Homes Assets Verification

Guest Verification, Simplified

Digital Guest Portal and Online Check-in

Easy Add-On Purchases for Guests

Atlantic Vacation Homes Assets Guidebooks

Essential Information at Guests’ Fingertips

“The Boarding Pass made it so easy. Guests get everything they need, when they need it. Fewer calls, fewer questions, smoother check-ins.”

Jonathan Fonvielle, President of Atlantic Vacation Homes

Streamlining Guest Messaging and Experience with Enso Connect: The Impact

How to Perfect Guest Relationships to Get 80% Direct Bookings and Return Guests

Implementing Enso Connect has transformed operations, guest experience, and customer relations at Atlantic Vacation Homes. Here’s how their senior leadership describes the impact.

1. Unified Messaging Improves Communication and Guest Experience

Before Enso Connect, Atlantic Vacation Homes struggled with fragmented guest communication across emails, texts, and phone calls, leading to inefficiencies and missed messages. With Enso’s Unified Inbox, the team consolidated all guest communications into one stream, making it easier to respond quickly and consistently. This shift to centralized messaging also made training new staff simpler and more effective. Texting has now become their primary form of communication with guests, improving responsiveness and clarity.

2. Seamless Upsells Turned Into a Revenue Stream

Upsells weren’t the focus when choosing Enso Connect, but they quickly became a top feature. Guests book early check-ins and late checkouts directly through the Boarding Pass, turning a once-awkward exchange into a seamless experience. The upsell revenue alone covers the cost of the software during peak season.

3. Digital Guidebooks Reduce Guest Questions

Enso’s Boarding Pass provides guests with check-in details, parking instructions, Wi-Fi codes, local recommendations and more. This proactive communication reduced the number of common questions. Digital guidebooks improve guest experience by ensuring all the necessary information is available at their fingertips. Access instructions include smart lock codes and integrate with check-in timing, ensuring guests receive their code only when allowed.

4. Smart Locks Integration Supports Both Guests and Homeowners

Enso’s smart lock integrations with Yale and Schlage have made property access smoother for guests while preserving control for homeowners. Guests receive their codes automatically through the Boarding Pass, and locks are updated based on upsell timing (e.g., early check-in). For homeowners who want to maintain control over their locks, Enso allows easy app connections, adding flexibility and reassurance.

5. Automation Saves Time for Staff

With automated workflows and if-this-then-that logic, setting up new properties and managing communication sequences has become much easier. Automation helps the team save hours each week, particularly during the busy summer season. Tasks that previously required manual handling – like sending agreements, check-in instructions, or upsell offers – are now handled automatically. This allows the team to focus on higher-value work.

6. Rental Agreements and Verification Simplified

Previously, Atlantic Vacation Homes had to pay for each rental agreement sent. With Enso, the process is included and fully integrated. Guests must complete verification and sign the rental agreement before accessing the property. This helps protect both the business and the homeowners while eliminating the need for manual tracking or enforcement.

7. Smart Review Requests Drive 5-Star Ratings

Using Enso’s sentiment analysis, the team now only sends Google review requests to guests who had a positive experience. This has resulted in a noticeable increase in 5-star Google reviews and improved their online reputation. All while avoiding potentially negative public feedback from unhappy guests.

8. Easy Integration With Existing Tech Stack

The integration with their property management system, Track, was quick and effective. Setting up the API connection took only minutes. Enso pushes useful data like tags and verification status back into the PMS, helping the team stay organized and informed.

9. Strong Support and Reliable Partnership

Jonathan emphasized that working with Enso Connect has been more than just using a tool – it’s a partnership. The team has been responsive and supportive, and the platform is continuously improving. For a company focused on trust, service, and community, choosing a partner sharing those values was essential for their decision.