Case Study

Vacation Rental Property Damage Protection & Revenue

“We saw an 8% revenue increase from day one, paying off our annual subscription in just 28 days.”

Challenges

Guest Damage Protection

Competitive Market

Fragmented Communication

Goals

Improve Guest Quality

Win Owners: Better Value Proposition

Streamline Communication

The Problem

Heimby is a professional short-term rental management company with a small team and 70 contracts under management. Founded and led by three innovative Business School graduates, Heimby challenges traditional Norwegian rental brokers. They are reducing student housing costs and boosting property owners’ profitability through short-term rental solutions and smart revenue management strategies. With plans to grow to 400 listings in a year the company was looking for better ways to:

Maintain high-quality standards while improving the caliber of guests without disrupting guest experience.

Manage guest communication effectively, as too many messages on too many channels kept the team constantly on call.

Enhance agility and operational efficiency to sustain their competitive edge and deliver premium services in a market dominated by corporations.

The Solution

Heimby implemented Enso Connect primarily to protect its properties while maintaining an exceptional guest experience. Through guest verification, integration with Superhog, damage waivers, and security deposits, Heimby effectively filtered out undesirable guests. The Boarding Pass guest app seamlessly integrated these processes into the guest journey, improving overall guest convenience and satisfaction.

Beyond property protection, Heimby experienced an 8% revenue boost, largely driven by damage waivers and other add-on services. On the operational side, Enso Connect enhanced efficiency with its Boarding Pass guest app, providing proactive support to guests. It offers instant access to essential stay information, significantly reducing direct guest inquiries. Heimby’s team leverages Enso Connect’s AI-powered unified inbox. The inbox consolidates messages from multiple channels, streamlining responses, and facilitating seamless translations for international guests. The platform has transformed their guest screening and communication processes while driving additional revenue.

28

Time to ROI

8

Immediate revenue increase

80

of Guests Choose Damage Waiver

“I really am an ambassador of Enso Connect – it’s probably the first time I have seen such an immediate impact.”

Njål Eliasson, Co-founder & Head of Business Development, Heimby

About the Company

Heimby (“Hometown” in Norwegian) is transforming Norway’s rental market since 2022. Founded by business school graduates Njal, Olav, and Knut, the company makes rental housing work better for everyone. They help students save money by paying only for months they need housing, while property owners earn more through a mix of short and long-term rentals. By maintaining high property standards and using smart technology, Heimby delivers better experiences for both guests and owners.

Location
Norway

Listings
70

Employees
12

Property Type
High quality aparthotels, vacation homes and student housing

Integrations
Enso Connect, Guesty, Superhog, Beyond Pricing

Key Features
Boarding Pass, Unified Inbox, Upsells, Damage Waiver

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“We manage all guest communication through Enso, using Enso AI, but also the guest portal. We almost don’t need to respond to messages – our guests have all of the information they need for a stay in the Boarding Pass.”

Njål Eliasson, Co-founder & Head of Business Development, Heimby

Guest Screening and Vacation Rental Property Damage Protection

Digital Guest Portal and Online Check-in

Easy Add-On Purchases for Guests

Essential Information at Guests’ Fingertips

“Damage waivers make it easier for guests and increase our revenue. Currently, 80% choose this option, contributing to 6% of our 8% revenue growth. I never expected this. It seems almost irrational, but it’s incredible.”

Njål Eliasson, Co-founder & Head of Business Development, Heimby

Enhancing Rentals and Guest Experience with Damage Waivers – Plus a Surprising Revenue Boost

How to Implement Damage Waivers in Short-Term Rentals: Advice from Heimby’s Cofounder

Heimby implemented damage waivers with Enso Connect. They immediately saw the improvement of guest quality, guest satisfaction and an 8% increase in revenue. Njal Eliassen, Cofounder and Head of Business Development is sharing the tips for success.

1. Why Damage Waivers Work Better Than Security Deposits

When we started, we relied on security deposits, but we quickly noticed some downsides:

Guests don’t like large credit card holds.
Security deposit disputes lead to bad reviews and extra work.
Managing deposits manually takes up valuable time.

That’s why we switched to damage waivers. Most of our guests prefer it—80% opt for the waiver over a deposit. It has also increased our revenue by 6%, all while making our guests happier.

2. Screen Your Guests Properly

We use guest verification to ensure we’re hosting the right people. Enso Connect integrates with Superhog, which helps us screen guests from platforms like Booking.com and direct bookings. This extra layer of security has eliminated issues with bad guests before they even happen.

3. Turn Damage Waivers into a Revenue Stream

At first, we just wanted to protect our properties, but we soon realized that damage waivers could generate real revenue. Here’s what happened when we implemented them:

6% of our total revenue now comes from damage waivers.
Guests love the option because they avoid large security holds.
We’ve had zero damage issues since switching to waivers and security deposits.

4. Make It Easy for Guests

The key to success is making the process seamless. With Enso Connect, our guests can choose a damage waiver right at booking. Our guest portal and automated SMS notifications ensure they know exactly what they’re getting, reducing any confusion or support requests.

5. Stay Ahead of the Industry Trends

Short-term rentals are evolving fast, and I believe damage waivers will become an industry standard, just like in hotels. If you implement them now, you’ll stay ahead of the curve. It’s not just about protecting your properties—it’s also a significant revenue opportunity.

Final Thoughts

For any property manager looking to reduce risk, improve guest experience, and boost revenue, damage waivers are a no-brainer. We saw immediate results, and our annual Enso Connect subscription paid for itself in just 28 days.

If you’re serious about professionalizing your short-term rental business, get damage waivers and security deposits in place now. The sooner you do, the sooner you’ll see the benefits.