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Achieving Work-Life Balance and Optimal Guest Communication in Short-Term Rentals
Technology Category
- Networks & Connectivity - 5G
Applicable Industries
- Buildings
Applicable Functions
- Maintenance
Use Cases
- Inventory Management
- Time Sensitive Networking
The Challenge
Neat Suites, a property management company specializing in uniquely-designed listings, faced a significant challenge in managing guest communication. With a rapidly growing inventory of properties, the company struggled to maintain a consistently high standard of guest experience. The process of responding to guest requests and inquiries was time-consuming and often disrupted the work-life balance of the managing partners, Jeremiah Hines and Ed Feldmann. The after-hours messaging was particularly difficult to manage, with guest responses taking up to 40% of their time, significantly more than the expected 10%. This left them with little time to monitor response rates and manage other aspects of their business.
About The Customer
Neat Suites is a property management company managed by Jeremiah Hines and Ed Feldmann. The company specializes in uniquely-designed listings in the Northern Kentucky and Greater Cincinnati area. Their properties range from rural farmhouses and cabins with pools to boutique urban lofts and historic Victorian buildings. Launched in 2019, Neat Suites has grown rapidly, going from an initial six to 46 listings by July 2022. The company aims to provide singular experiences that appeal to the adventurous side of travelers, offering more than just a bed for the night.
The Solution
In July 2020, Neat Suites decided to onboard Guesty’s 24/7 Guest Communication Services (GCS). This platform, which they had been using since their early days, provided a dedicated team of hospitality experts to handle reservations, rules, response times, and more. With GCS, Neat Suites was able to respond to guest inquiries within the hour, significantly improving guest satisfaction levels. The platform also helped them maintain their reputation on major Online Travel Agencies (OTAs), allowing them to focus on marketing and branding. Additionally, Neat Suites utilized Guesty’s robust marketplace of fully integratable tech partners, including Beyond's pricing tool and Breezeway, which managed cleaning and property maintenance schedules.
Operational Impact
Quantitative Benefit
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