Client Overview

Company: Naseem Homes
Location: Dubai, UAE
Portfolio Size: 25 properties
Segment: Luxury Stays
Guest Demographics: Business travelers and families, some staying for up to a month
Booking Channels: Airbnb, Booking.com, direct bookings

Background & Challenges

Naseem Homes specializes in luxury short-term rentals in prime Dubai locations such as Downtown, JBR, Emaar Beachfront, Dubai Marina, Meydan, and Azizi Riviera. With a mix of modern studios to four-bedroom apartments, they provide high-end stays reflecting luxury living.

Before working with Reseption, guest communication and operational management were handled in-house by property managers and the founder. This approach created several challenges:

• Inefficient Communication: The founder and property managers juggled guest interactions, often leading to miscommunication and delays. The conversations would have to be moved from Airbnb to Whatsapp for property managers to take up with no visibility for the founder.
• Lack of a Consistent Brand Voice: Messages were sent in an unstructured, instant-messaging style with no defined tone, affecting customer experience.
• Overburdened Founder: The founder was swamped with daily operations, leaving no time to focus on scaling the business.
• Lack of Organization: Cleaning and maintenance were managed through WhatsApp messages and phone calls in an ad hoc manner without structured tracking. Check-ins were delayed because guest registrations required a team member to fire up a laptop when most of their team members were involved in ground operations.
• Compliance Risks: Naseem Homes struggled to update the DTCM portal on time, frequently delaying guest check-in and check-out reporting, putting them at risk of fines.
• Lack of Automation: Without a Property Management System (PMS) with a unified inbox, automated messaging was nonexistent, making guest coordination reactive rather than proactive.

The Reseption Solution

To streamline Naseem Homes' operations, Reseption implemented a structured guest communication and coordination system:

1. Guest Communications Management
   
   • Initially handled all interactions via OTAs.
   • Migrated Naseem Homes to Hostaway, a leading PMS, and fully managed the migration process.
   • Now manages guest communication through Hostaway, WhatsApp, and phone calls for seamless support.
   • Fully took over guest communications, allowing the founder to focus on scaling operations.
2. Automated & Structured Messaging
   
   • Implemented automation for repetitive messages, including check-in instructions, guest ID collection, and reservation confirmations.
   • Standardized the brand voice and tone, ensuring professionalism in every guest interaction.
3. Operational Coordination
   
   • Cleaning and maintenance tasks are now systematically assigned and tracked.
   • Guest registrations with buildings and DTCM are handled efficiently, ensuring compliance.
4. Performance Monitoring & Support
   
   • Reduced average response time from 50 minutes to just 5 minutes.
   • 99% of guest reviews rated communication 5 stars.
   • 70% of guests left a review, with 80% of those being 5-star ratings.

Results & Impact

• The founder or the property managers are no longer involved in daily guest communication and now focus on ensuring properties are in top shape.
• Guest coordination issues have completely disappeared.
• February 2025 saw the highest occupancy rate of the season.
• Improved guest feedback, with consistent praise for fast and professional communication:
  "Host communicated very well and was helpful in getting additional things I needed. Overall great if you need to work and have a quiet space."
  "Responsive host! We booked with them last min and they were very responsive and helpful. Would definitely book with them again. Beautiful space and very clean."
  "Perfect quick communication. Very clean apartment. Well furnished. Recommended!"

Future Growth

Naseem Homes is planning to double their portfolio this year, and Reseption is ready to provide the same high level of guest support and operational coordination for their growing business.

Conclusion

By partnering with Reseption, Naseem Homes has transformed its guest communication, streamlined operations, and set the foundation for scaling its luxury short-term rental business. With a reliable 24/7 support system in place, they can confidently expand without compromising service quality at a fraction of the cost.

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