Enso Connect Reviews

“guest experience taken up a notch

Pros

Has really helped Amsterdam Group Villa elevate the guest experience. Features like guest messaging, the boarding pass and upsells or extra services make a real difference. It saves me a lot of time on communication because the guest messaging handles many answers automatically and guests really enjoy the upsell options.

Cons

The AI, the simplicity and the fully centered guest messaging are all strong points.

“powerful automation

Pros

One of the best parts is being able to automate all the workflows and the guidebooks are incredibly useful while also being simple to put together.

Cons

Took me a little while to fully understand the AI and onboarding was slightly difficult though that was more on my side than the platform itself.

“organized guest messaging

Pros

Guest communication has stayed really streamlined and well organized in it which has made a big difference for us. It also gives us the ability to offer upsells and extra options to guests which is a nice added benefit. For our customer support team this has become an essential tool.

Cons

Right now there still aren't many personalization options available but the team is actively working on updates and they really do pay close attention to the feedback we share.

“Fast ROI

Pros

Getting started was incredibly easy and our specialist was wonderful to work with throughout the process. The platform looks polished and we're already seeing a return on what we spent. Really well done overall!

Cons

There were a few delays getting the messaging to connect with our PMS but the team seems to be doing everything they can to help us resolve the issue.

“All in one guest messaging win

Pros

Having this has made a big difference for us because all guest communication now lands in one place. Whether a guest sends a text, reaches out through Airbnb or emails us, everything comes into a single hub so we're not jumping between platforms or overlooking messages anymore. Guests have also really enjoyed the portal for requesting upsells or upgrades without any trouble and the built in insurance feature plus guidebooks make the overall experience feel much more complete. It has saved us a lot of time and helped simplify our short term rental operations. Also a special shoutout to this one representative he has been amazing! Very communicative, quick to respond and always helpful when issues come up.

Cons

Something that can be a little confusing is that every email creates a brand new thread when emailing. There's also some difficulty to get used to the verification process (especially needing to be careful not to manually approve something since that can create problems with insurance approval if a claim ever comes up)

“Pleasant design

Pros

Getting used to the interface takes very little time and it also looks really pleasant thanks to its colors and overall design. The automatic translation into many languages is very useful and the AI Agent chatbox has consistently helped me a lot. It seems well trained and always gives good answers right away.

Cons

Still can't read the PMS calendar to check pricing or availability when suggesting replies to related questions, however I understand that this could be added in the future.

“hidden sms fees and guest charges

Pros

The interface looks polished and the concept of managing guest communication and upsells in one platform does have promise. When the system is set up correctly some of the automations really can save operators time.

Cons

At first glance the platform seems useful but the billing setup became a major frustration. It charges for every individual SMS notification even internal alerts sent to team members about guest messages, upsells and regular updates. I understand those notifications were enabled on our side but it was never made clear that each one would result in a separate billable SMS charge. Also the invoices did not clearly break down or explain those costs which made everything even more confusing once the charges started showing up. There is also a 5% fee added to every upsell or service processed through the platform and that cost is passed on to the guest. It may not directly impact us financially but it does create a poorer guest experience by making every extra service or upgrade more expensive. When you combine that with the lack of billing transparency and very limited refund support for earlier discrepancies it becomes hard to trust the platform.

“Smart messaging and better ad control

Pros

Having my messages automated and my ads better organized has been really helpful. I also like that I can use it on both my phone and my computer which makes adding information much more practical. The messaging AI learns pretty quickly and does a very good job personalizing the messages.

Cons

Sometimes I run into issues with message loading. I did get very good guidance to make sure the messages connected properly but without that help it probably would have been much more complicated and full of errors.

“integrated inbox and OTA sync

Pros

Managing guests has been much more easy thanks to the integrated inbox and the direct connections to OTAs are a big plus. Customer support is quick, helpful and they do a solid job of keeping up with what's happening across the industry.

Cons

Switching software is always a difficult and time consuming process but the team has been supportive and helpful in getting everything over the finish line.

“Smooth integration

Pros

Setting up the software with Felipe was a completely smooth process. We saw ROI within the first week and making adjustments along the way has been simple.

Cons

The only thing I'd add is a dedicated page for pending upsell requests.

“simple platform

Pros

Using this has been a really enjoyable experience because everything feels smooth and user friendly. Huge thanks to their team as well, their product knowledge and customer support make the system even more pleasant to work with.

Cons

There's very little to complain about though the filter settings in the messaging section can be a bit tricky to figure out from time to time.

“Upsell revenue booster

Pros

The upsell feature is especially powerful. It helps generate extra revenue while proactively addressing guest needs which is a real advantage when it comes to maximizing each stay.

Cons

Honestly there haven't been any major downsides to mention so far. The tool keeps improving and the team is very responsive to feedback.

“outstanding support

Pros

Working with this software has been a really positive experience. The customer support team consistently goes above and beyond and the onboarding specialist I worked with was professional, patient and very thorough while guiding me through the entire setup.

Cons

Platform comes with a wide range of features that make it simple to streamline operations and enhance the guest experience. From automation to integrations everything feels well planned, efficient and built with purpose.

“huge help for operations

Pros

They've been a big help across the board. There's still room for them to keep evolving but they've already helped us simplify our operations enormously.

Cons

The main limitation for us is the syncing with Avantio and Baintex which are essential providers in our daily work.

“Great guest communication

Pros

Compared with other platforms I've used this feels like a much better value for the price. The customer support has been outstanding with thorough responses every time. The onboarding specialist has also been phenomenal: well informed, always available for questions and willing to spend whatever time is needed to make sure we're fully prepared to use the platform. It's much more user friendly than other systems I've worked with and we've had very few issues with speed or performance. Our guests also really enjoy the Boarding Pass and the consistent communication it provides.

Cons

Only things we'd still like to see are thermostat controls built into it and an option to create custom permanent lock codes.

“unified inbox and revenue boost

Pros

Running my short term rental business has changed a lot since I started using this. The biggest plus for me is having guest messages from different platforms all brought into one inbox which saves a ton of time every day. The upsell feature is also really valuable because it lets me offer add ons in a smooth way helping increase revenue while also improving the guest experience. I'd definitely recommend it to hosts who want to simplify operations and make more profit. On a side note their representative had a big impact on my overall experience. He wasn't always available when bugs came up but he was very skilled at what he did and I truly recommend working with him.

Cons

Code generator feature comes at an extra cost and that is something that bothers me. The interface could also be more user friendly especially in the area where guest upsell requests are approved since it really needs a proper control panel there. Another downside is that reservations do not update automatically when guests purchase upsells for extra nights.

“better guest communication

Pros

It didn't just help us improve our internal processes, it was also very useful for strengthening communication with our guests and making sure their stays were properly secured.

Cons

I don't see any major downsides. It's a platform with a lot of potential and it keeps growing and improving constantly.

“Helpful Onboarding

Pros

Getting started with it has been a really positive experience. Their team has been incredibly helpful throughout the onboarding and the platform already seems to be solving a few of the problems we've been dealing with in our PMS system. The integration with TRUVI is also a big plus for our setup.

Cons

The only downside at the moment is the lack of a practical payment gateway option for South Africa. Right now Payoneer is the only choice and the percentage they charge is quite high.

“automated messaging that delivers

Pros

The automated message sending works really well. The support from them was absolutely outstanding, a real pleasure from start to finish!!!!!!

Cons

At times the listings setup makes things more complicated especially being required to place them into groups. That is not always necessary and should not be mandatory to use this software on our properties.

“clean automation that scales

Pros

The clean and user friendly interface helped our team get comfortable with the platform with use. The automation tools were a big plus especially the smart guest journey flows and the option to customize communication based on guest behavior. It connected smoothly with the tools we already use and it gave us better control over upsells, check in instructions and guest verification in one place. Overall it's a strong platform for scaling operations without adding extra manual work.

Cons

In the beginning the setup felt a little overwhelming because there were quite a few features to configure and it took some time to really understand how everything fits together.

“upsells and guest chat in one place

Pros

Something that really works well is the upsell feature especially the deposit option. I also really appreciate having all guest communication together in a single overview/chat because it gives a clear picture and makes it simple to see what colleagues have already discussed with guests.

Cons

At times, the messages do not sync properly which can be frustrating. Still, overall I'm very happy with Enso Connect.

“Revenue Boost

Pros

From the start it has been a total game changer for us. The extra revenue it helps generate is honestly kind of wild. What really stands out is how much it streamlines everything from guest messaging to deposits and checkins. Our everyday operation runs much more efficiently now and it saves the team a ton of time. Guests seem to appreciate how smooth the whole experience feels as well. Other than that the support team has been incredibly helpful whenever we've needed assistance especially one team member who has been amazing. Overall it has made a huge positive impact on our business!

Cons

Was bit challenging at first and there is definitely some learning involved. Once I contacted customer support though things became much clearer. They were patient, helpful and took the time to walk me through everything and after that it all started to make sense. Now that I'm familiar with it everything is running very well.

“Thoughtful follow up by support

Pros

One of the best parts has been their support team. They explain everything clearly, follow up consistently and really listen to feedback. They've also been willing to make adjustments to better support what we need.

Cons

Nothing major so far. I'm just hoping the requests we've shared will be implemented and we have noticed that some guests are receiving the same message multiple times across the platforms.

“Valuable and solid automation

Pros

From boarding passes to upsells, the whatsapp integration and automated message flows have been really solid and valuable.

Cons

AI assistant is still unreliable in many cases. Also properties have to be grouped in batches of up to 200 to keep the system stable although that's admittedly a nice problem to have. :)

“boarding pass feature with strong potential

Pros

Boarding Pass feature has a lot of room to grow and that potential could lead to even better guest feedback over time.

Cons

Current limitation with the boarding pass is that upsells can only be purchased once. Adding a shopping cart would make this much more useful.