Scaling Hospitality For Rove’s Luxury Rentals
Photo courtesy of Rove
Demand for vacation rentals have skyrocketed in the past few years, in part fueled by the pandemic. This is especially true for rentals that cater to the work-from-anywhere crowd, who expect a blend of leisure and productivity from their space – as well as exceptional hospitality.
Rove, a fast-growing luxury property management company, prides itself on providing exceptional guest experience alongside its impressive properties.
Read on to learn how Folio was able to help Rove scale more efficiently without compromising the guest experience.
About Rove
Rove is a brand of curated luxury property rentals in top destinations across the U.S. They provide exceptional experiences through properties that make it possible to work, live, and travel without compromising on leisure, productivity, or luxury. Properties have modern workstations catering to remote workers, professionally designed furnishings, premium amenities, and access to a 24/7 Concierge team.
The Challenge
Founded in 2021, Rove is a fast-growing vacation rental company that operates nearly 80 luxury rentals in 7 markets across the U.S. As the company expanded, they had trouble managing a growing volume of guest questions and requests while still providing a high-quality, personalized experience:
The guest support team was overwhelmed by the number of unnecessary questions on simple in-house matters like how to use the hot tub or where to find extra towels.
Outdated information was being shared with guests resulting in operational mistakes, as there was no source of truth for internal and external parties.
The physical guidebooks currently being used were often ignored by guests and could not be easily updated by the Rove team.
Rove needed a scalable solution that enables guests to access information on their own without compromising Rove’s reputation for exceptional service.
Folio guide for Rove’s Broome rental
The Solution
Folio worked with the Rove team to quickly set up a sleek digital guide for each of their 50 rentals. Each guide has important information – wifi password, how to use certain appliances – and local recommendations for restaurants and activities, putting information guests need at their fingertips.
"The digital guide Rove shared made our stay a breeze. Every time we thought of a question, or wanted a recommendation for something, we just checked the guide and the answer was there."
– Marc, Rove Guest
As an added perk, Folio integrates with Guesty, the property management software used by Rove. This made setting up the Folio guides easier, and also streamlined Rove’s ability to send the guide link through Guesty’s automated messaging platform before and during their stay.
Photo courtesy of Rove
The Results
After upgrading to Folio, guests can now access the information they need 24/7, even before they arrive.
"Folio has become an indispensable tool for our team. Not only does it save us time and effort, but our guests love the seamless experience it provides!"
- Justin, Rove Operations Manger
The Rove team fields 15% fewer guest messages, and calls, saving them hours per week previously spent corresponding with guests and coordinating with the internal team. This lets the Rove team dedicate more time to grow business in new markets, and design additional guest experiences to stay competitive.
As an added bonus, happier guests mean higher rating. After implementing Folio, Rove saw an increase in ratings, from 4.77 to 4.85 stars, a boost to Rove’s brand.