[Case Study] How Breezeway and Escapia Automate Guest Communication & Service Delivery

We are pleased to share this case study from business partner Breezeway, a property operations and services platform for vacation rental managers. Escapia and V12.NET customers new to Breezeway who sign up before December 31, 2020, will receive 10% off and free implementation! 


Problem:

River Ridge Rentals was using inefficient work-arounds to run its property care programs and guest communication. The company’s process was labor intensive, and started to negatively impact the guest experience. 

Solution:

After syncing Breezeway with Escapia, River Ridge Rentals transformed its property care and communication programs, and delivered more customized service to guests.  

Property Care with Mixed Signals  

Prior to finding Breezeway, Ashley Kubiszyn, CEO of River Ridge Rentals, relied on manual systems to schedule and coordinate property care across the company’s rental homes. River Ridge used iCal to assign cleans and property inspections, and equipped its staff with paper checklists to perform their work. “Our teams would come back to the office and we’d review the paper checklists by hand and scan them into the computer,” said Ashley. “Our process was confusing and labor intensive, created a lot of room for error, and negatively impacted the guest experience.” 

The company took a lot of pride in its guest services, and needed to maintain its strong reputation of communicating well with guests and owners. Ashley’s team emailed each guest with check-in procedures and property information, and then would call a day after arrival for feedback. River Ridge’s personalized outreach was a nice touch, but inputting phone numbers in spreadsheets and accessing the correct information were work-arounds that cost the company valuable time and resources.  

Leveraging Escapia and Breezeway for Information Sharing and Guest Satisfaction 

Breezeway gave Ashley the purpose-built tool she needed to coordinate the company’s property care, and strategically communicate with clients. “Our ability to pull all of our reservations, guest contact information, and property details from Escapia into Breezeway is really powerful,” and gives River Ridge Rentals comprehensive views into the detailed attention needed from every property and every guest.  

Moreover, the platform helped Ashley customize cleans and inspections for each property, and ensure work is done to the standards of both the company and each owner. “Breezeway helps us make sure our teams are where they need to be, improve the way we maintain our properties, and build more confidence with our owners.” 

The integration made it easy for Ashley to level-up her guest communication. Specifically, the company started using Breezeway’s dedicated messaging product for an even deeper level of personalization, with messaging workflows for pre-arrival, property-readiness, stay-satisfaction, check-out reminders, and more.  

With Breezeway, Ashley now sends customized texts to each guest, replacing the need for calling guests after check-in. “We no longer inconvenience our guests with a phone call, and they can read our messages whenever it’s easiest for them. Guests have historically contacted us after their stay about issues at the property. Now, guests have a clear way to reach us during their stay, and we can fix their issues in real-time and deliver a better hospitality experience.” Better yet, River Ridge can assign work orders to staff directly from the message view, and update guests and owners on the status of each issue.  

Integrated Tools Leads to Big Benefits 

River Ridge Rentals has transformed its operations from disjointed and manual to cohesive and guest-centric. Ashley estimates that Breezeway’s auto-scheduling and SMS messaging functionality have saved the company five entire days of manual work each month.  

Breezeway has also given the company’s brand a boost by increasing its Google Reviews from 6 to 75 by automatically texting each guest two days after departure. Not only have these reviews driven more direct bookings, the social proof has caught the attention of a dozen potential owners who called in and expressed interested in having River Ridge’s management services.  


Breezeway Breezeway

About Breezeway 

Breezeway is the leading software platform for short-term rental cleaning and service operations. Over 500 clients in 15+ countries leverage Breezeway’s software to coordinate, communicate, and verify detailed work, and deliver the best service experience to guests and owners. Started in 2017 by Jeremy Gall, founder of FlipKey (sold to TripAdvisor), to help short-term operators and hospitality provide predictable, safe, and high-quality experiences at unique properties. 

River Ridge Rentals River Ridge Rentals

About River Ridge Rentals 

River Ridge Rentals is a full-service luxury vacation rental company with a variety of vacation rental homes in Breckenridge, Copper Mountain and Keystone. 

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