Inside the FLOHOM Guest Experience

We sat down with Brian Meyer, Co-Founder and President of FLOHOM, for an in-depth conversation about his vision for on-water hospitality, how the company built its guest experience from the ground up. And what it actually takes to turn a waterfront stay into long-lasting memories [and a revenue-generating machine].

Turning Upsells Into a Six-Figure Revenue Stream

For most short-term rental operators, upsells are an afterthought. For FLOHOM, they're a core business metric tracked weekly, reported to the team, and directly tied to overall financial performance.

The strategy starts with a simple insight: guests booking a luxury waterfront stay are already primed to spend. A couple celebrating an anniversary isn't just looking for a place to sleep — they're looking for a memory. FLOHOM built a menu of curated experiences around that mindset: romance packages ranging from $75 to $325, private chef experiences at $200, and on-site massage services — layered on top of a base nightly rate of around $600.

"We just hit over $100,000 in upsell revenue alone across the units to date. And we're probably leaving the same amount on the table that we're not capturing yet."

Using Enso Connect's upsell features - integrated directly into the automated messaging flow and the digital guidebook - FLOHOM presents these experiences to guests at precisely the right moment in their journey. The result: upsell revenue per stay target of $50 or more that FLOHOM consistently exceeds.

Because upsell revenue is captured in addition to the nightly rate, FLOHOM's RevPAR (revenue per available night) now regularly exceeds their ADR (average daily rate) - a metric that reflects the true earning power of each unit.

"A lot of our FLOHomes actually have a higher RevPAR than our ADR because we're getting all this upsell revenue, which is really cool to see."

AI-Powered Messaging That Feels Like a Text From a Friend

Communication is the invisible backbone of FLOHOM's guest experience. In a hospitality brand built on intimacy and attention to detail, how you message a guest, and when, matters as much as what you say.

Enso Connect's unified inbox and automated messaging system allowed FLOHOM to design a communication flow that is deliberate, warm, and precisely timed. Every message is triggered by booking data and customized by variables that make each one feel relevant rather than generic. The result is a cadence that never over- or under-messages — a balance that is harder to achieve than it sounds.

"What I love about it most - how I would wanna stay - it's just like texting someone. They're just texting and having conversations with us. And that's a big part of our experience and brand."

The flexibility of the platform has also proven critical for a business operating in weather-dependent, seasonal marina environments. FLOHOM can turn specific messages on or off for different locations and times of year — automatically — without manual intervention every season.

Looking ahead, FLOHOM sees AI as the next evolution of their guest communication strategy: a way to maintain the warmth of human conversation at scale, while reducing the internal resources required to sustain it.

"I believe the AI - based on all the information we feed it inside Enso - is going to get to a place where it's a human-to-human-like conversation. That's one of the reasons why we've been so successful."

A Digital Guest Journey as Premium as the Stay Itself

From the moment a reservation is confirmed, FLOHOM guests experience a digital journey that mirrors the quality of the physical one. At the center of this is Enso Connect's Boarding Pass - a web-based guest portal that functions like a custom branded app, without requiring a download.

For a founder who always wanted FLOHOM to feel like a brand with its own app experience, this was a meaningful win. Guests simply click a link and instantly access everything they need: check-in instructions, house rules, local recommendations, and curated experiences — all in one place, all on-brand.

"I really wanted the experience to be like having your own app. What Enso has created is a web application — you just click a link and you have an app-like experience. It's easy to use, it's right there."

The guidebook functionality within the platform allows FLOHOM to go beyond basic property information. Local recommendations, on-water tips, and curated activity suggestions reflect the brand's identity as a lifestyle company - not just a rental operator. And because upsells are embedded directly within the guidebook, every guest who opens it is also presented with opportunities to enhance their stay.

Mitigating Risk With a Seamless Guest Verification Flow

Operating in marina environments comes with a layer of compliance complexity that land-based short-term rentals simply don't face. Guest safety, marina regulations, and property rules require that every guest completes a verification process before accessing check-in instructions — and that process needs to be airtight without being friction-heavy.

Enso Connect's verification flow handles this entirely within the automated guest journey. Guests who don't complete verification before arrival receive automatic reminders. Those who skip it altogether find themselves unable to access check-in details until the process is complete — a built-in enforcement mechanism that requires no manual oversight.

"It works great. It's been a big part of our risk mitigation, making sure guests stay compliant with our rules and regulations, which being in a marina has its own complexities. Enso has solved that for us."

The result is a system that protects FLOHOM, protects their marina partners, and protects guests — all without adding friction to the experience for compliant guests who move through the process smoothly.

A Long-Term Bet That Keeps Paying Off

Three years ago, FLOHOM made a deliberate decision: choose a software partner not for what it could do today, but for where it was going. That bet on Enso Connect has compounded. From the guidebook that replaced a broken experience, to the messaging system that scales warmth without adding headcount, to the upsell engine that turned add-ons into a six-figure revenue line — every piece has built on the last.

As FLOHOM scales toward 100+ units across the United States and expands its floating amenity portfolio, Enso Connect remains the operational core of how they deliver on their promise: that a stay on the water isn't just a stay. It's a FLOHOM.

"Make a decision for the long term, not just for that immediate need. That's why I went with Enso three years ago, and why we plan to continue to use Enso for a long time."