Cozi Vacation Rentals is a high-end vacation rental property management company with over 60 properties based in the Texas Hill Country. Cozi VR seeks to strike a balance between offering cutting-edge technology and the good, old-fashioned personal touch. The result not only helps guests have memorable experiences with top-notch customer service, but also helps their owners and investors maximize their luxury vacation rental revenue. From pool villas with countryside views to Main Street beauties in historic towns, Cozi has a luxury property for all tastes. In addition to their Hill Country rental homes, Cozi Vacation Rentals’ portfolio also includes properties in Virginia and Maryland.
Cozi Vacation Rentals Enhances Luxury Guest Experiences with GuestView Guide
CHALLENGE
Cozi’s goal is to provide a luxury experience for every guest through quality, consistency, and communication. That includes providing local, insider information about restaurants and activities that truly enhance that luxury feel. However, it can be challenging to provide up-to-date information about local businesses. Paper brochures and guides quickly become outdated, and on top of that, they simply don’t fit the luxury profile of a Cozi property. Cozi needed a sleek, modern way to convey information to guests to match the five-star, “we thought of everything” feel of the properties themselves.
In addition, Cozi was receiving a lot of phone calls from guests during their stay, and their staff often found themselves answering the same questions time and time again—for hot tub instructions, for example. Because guests often weren’t able to provide enough information to completely resolve the issues over the phone, this meant lots of property visits and other time demands on their staff. The Cozi team recognized that there had to be a more streamlined way to answer guest questions without sacrificing the guest experience.
SOLUTION & RESULTS
Cozi Vacation Rentals partnered with Sharp NEC Display Solutions and installed the wall-mounted, digital concierge GuestView Guide in their vacation rental properties. From guest feedback, they quickly realized they’d achieved their goal of enhancing the luxury experience of each guest. They also noticed a drop in guest calls during the stay—which freed the staff to focus on other aspects of the business and spend less time on house calls. The ease of access to information benefits guests, too. And they’re upselling services to help generate more revenue for the business. Cozi says guests have commented on how easy the guides are to navigate. A win-win!
The Highlights:
- Offers guests an enhanced, luxury experience
- Reduces the number of customer service calls
- Generates more revenue by upselling services
”"It really comes down to the guest experience. GuestView Guide is a different type of product that doesn't require passwords, apps, or your own device."
Matthew DurretteFounder/Owner
IMPROVE THE GUEST EXPERIENCE
GuestView Guide welcomes Cozi’s guests inside each property as they arrive. The 24” by 15” high definition wall-mounted digital concierge provides that “wow factor” and immediately lets them know they’re going to have a luxurious stay.
After checking in on the GuestView Guide, guests receive local recommendations from Cozi for restaurants and activities that meet that same high luxury standard without having to spend precious vacation time doing the research themselves. This curated insider knowledge ensures Cozi’s guests have a seamlessly luxurious vacation experience, even outside of the property. No more paper guidebooks that are quickly obsolete! A better guest experience means higher ratings, better reviews and more future re-bookings.
While Cozi Vacation Rentals has experienced the benefits of GuestView Guide’s many features, one of their favorites is the ability to enhance the guest experience with a sleek and modern screen interface, which feels like an amenity at a high-end hotel. This luxury addition fits perfectly into Cozi’s brand as an upscale vacation provider.
REDUCE SUPPORT CALLS
In another time-saving measure, Cozi has implemented digital check-in and checkout on their GuestView Guide. This way, guests can arrive and depart without requiring a face-to-face with Cozi’s staff, and Cozi knows when to send the cleaners to ready the house for the next guests. GuestView Guide also answers guest FAQs right off the bat, such as how to connect to the WiFi, the location of the nearest grocery store, notable local attractions, how to work the TV remote , and the tastiest restaurants—all with up-to-date info. Cozi has even loaded their GuestView Guides with additional video instructions for some of the trickier aspects of the house—like the control panels on hot tubs—saving staff even more time. As a result, guest calls during their stays have declined steadily.
”"We use the GuestView Guide to provide information the guest needs instead of having them call us. If they have an emergency, they can tap, and we immediately call them. So it's another point of contact for the guest."
Vera PortilloCozi Experiences & Partner Account Manager
INCREASE REVENUE
By offering guest extras like late check-out, babysitting services, food and much more through their GuestView Guides, Cozi VR is able to seamlessly upsell to guests during their stay. Through the GuestView Guide, guests are able to find services that are available to enhance their stay, learn more about them, and request them without ever talking to someone. For example, they can discover that late checkout is a possibility and request it without having to talk to staff. From there, they can easily book the extra hours and save Cozi the time and hassle of working it out over the phone.
Similarly, guests can discover Cozi’s extra services themselves, without Cozi’s staff having to go into “salesperson mode” to try to upsell their guests (which also doesn’t fit Cozi’s upscale-oriented brand brand). Everyone is happier.
