Savannah Luxury Rentals manages over 80 premier vacation rental homes in downtown Savannah, Georgia. Their portfolio includes some of the best luxury properties in the Historic District, as well as executive rentals, and budget-friendly accommodations. Their guests range from young professionals to families with children, all eager to explore this charming city and surrounding area. Savannah Luxury Rentals has been a member of the local business community for 11 years.
Savannah Luxury Rentals
”How can we differentiate ourselves in a competitive market? Find new ways to grow? Operate more efficiently?
Sam AndersonOwner / Managing Partner
CHALLENGE
For many years it was a boom time for vacation rentals. But the last two years have brought many new challenges. The surge in bookings has been a bright spot. But still Vacation Rental Management companies are looking for ways to shore up their financial foundation, manage costs with inflation, deal with a shortage of labor, and other issues.
Savannah Luxury Rentals has always run a lean business, laser-focused on maximizing income and providing a memorable guest experience. But the pandemic made them look for new ways to achieve these goals. One thing they noticed was that guests weren’t paying much attention to the paper guidebooks in their properties. They looked for ways to bring the guides to life, realize the benefits the guidebooks were supposed to provide, and differentiate themselves.
SOLUTION & RESULTS
Savannah Luxury Rentals installed GuestView Guides with rich content in 45 properties. “The GuestView Guide gave us new ways to be more profitable, more efficient, and provide a better guest experience,” SLR’s owner said. “The additional value we get from improved efficiency is so great.” GuestView Guide has allowed Savannah Luxury Rentals to achieve three of their primary objectives: to be more efficient, to engage their guests in a way that paper guidebooks can’t, and to maximize their revenue.
- Selling their services of late checkout, mid-stay housekeeping, equipment rental, and promote direct rebooking.
- Implemented Ad Partner Program; signed Corleone’s Pizza first.
- Reselling 3rd party services: Old Savannah Tours Trolley Company first.
Service Sales: $15.00 per GVG / month.
Advertising Partnerships: $5.00 per GVG / month.
(Revenue is expected to increase significantly as restrictions are eased.)
Time Savings (estimate): $44.44 per GVG / month. (SLR fields 10 fewer calls per week due to GVG. Historically calls are 10 minutes or more. They estimate $50 savings / call.)
UPSELLING SERVICES
SLR upsells services they provide. In the past, most services were free, believing it would encourage guests to give higher ratings. With GuestView Guide, they now charge for services such as late check outs, baby equipment rental, and more. They realize that guests are happy to pay for services they value. The requests are easy and painless for guests, who in the past may not have inquired about a service like late checkout because they didn’t want to talk to staff and possibly get turned down. Now they have a clear process that also keeps staff out of potentially uncomfortable conversations.
LOCAL MERCHANT AD PARTNERSHIPS
Local merchants pay a monthly fee for advertising space on GuestView Guides. Businesses are looking out for each other, so everyone wins. “I didn’t see myself pounding the pavement to sell billboards because I don’t have time,” the owner of SLR said. “But we’ve gotten meaningful relationships with local merchants wanting to advertise, all organically by word of mouth.” Their first partner is the Italian restaurant Corleone’s. Corleone’s has noticed many guests from SLR. Next they expect to partner with a museum, activity rental, ghost tour and more. They are pleased now but expect to earn much more when restrictions are eased.
RESELLING THIRD-PARTY SERVICES
Savannah Luxury Services has also been reselling third-party services on their GuestView Guides. They partnered with Old Savannah Tours, selling sightseeing trolley tickets directly to guests and making a profit on each sale. Guests see details about the tour and buy on GuestView Guide and their mobile device. A text code is sent to their phone that serves as their ticket. “These displays are going to be ATM machines,“ SLR’s owner said. Local businesses are always looking for new ways to get more customers.
”“If we’d just been able to monetize the late checkout before, I’d be retired by now! The revenue potential is significant, we’ve barely scratched the surface.”
Sam Anderson
DRIVING DIRECT RE-BOOKINGS
Our client often hears that guests think they’re staying at an Airbnb or Vrbo property. “It’s really nice to have our company name in front of them on the GVG throughout their stay. It’s a big value for us.” The GVG not only reinforces their brand, but also offers a promotional discount to guests so they will rebook directly with SLR for future stays.
REDUCING THE SUPPORT BURDEN AND INCREASING EFFICIENCY
”The check-in and check-out notifications are worth their weight in gold,” SLR’s owner said. “When we can tell the housekeepers that someone checked out at 7:30 instead of waiting until 11, there are fewer properties to turn over between 11 and 3 (check in time). That means they can do a better job and results in higher reviews and less stressed-out housekeepers.”
And it reduces support phone calls. When guests contact them through GuestView Guide, it’s more efficient, easier to manage and easier to be responsive. Typically, calls from guests last ten minutes or longer. When guests contact SLR through GuestView Guide, they can respond in much less time.
DELIGHTING GUESTS
Our client has heard from guests that they love the easy check-in process and all the information on the GVG. They can really explore and get ideas of what there is to do right at their fingertips to plan their day in the property before they go attack the city.
Guests see it as a high-end touch. And they love the beautiful local photographs on the display that makes them feel the local experience.
”“This has been a great product allowing us to refocus our efficiencies on our performance and make our operation even tighter. And it really differentiates us from the competition. It makes us stronger with a nice edge.”
