Memorable Place: Expanding guest support without growing the team
“What could be more reassuring than knowing our travellers will always find a listening ear and potential assistance at any time of the day or night?”
— Etienne T., property manager at Memorable Place, France
Finding a smarter way to scale
Memorable Place is a boutique property management company operating across the Auvergne-Rhône-Alpes and Pays de la Loire regions. Known for their curated, high-touch stays, they built their brand on quality and consistency. As their portfolio expanded, they began to feel the strain of managing growing operational demands with a lean team.
Rather than compromise on service, they started looking for a scalable way to maintain their standards while freeing up internal capacity. “We were primarily looking to outsource calls and general traveller support while maintaining control over our processes and ways of working” Etienne explained. The goal was to find a partner that could extend their team’s capabilities without sacrificing the personalized, high-quality experience their brand was known for.
Where communication started to break down
As Memorable Place grew, guest communication remained entirely in-house, handled manually by a small team without automation or centralized systems. It quickly became clear that this setup couldn’t scale.
- Always-on demand: The lack of breathing room made it difficult to plan, optimize, or grow. As Etienne described, “We were constantly juggling messages, emails, and operations from our travellers. It was difficult to stay responsive during our rest hours.”
- Team burnout: Three people handling operations, the team was stretched thin and often interrupted during rest hours. “We handled all calls within our small team of three people at the time, day and night” Etienne said.
- No centralized system: Fragmented communication channels increased the risk of delays, missed messages, and inconsistent guest experiences. “We managed a very high volume of daily calls, not to mention processing messages and emails from our travellers,” he added.
The team realized that without outside support or better tools, the guest experience and their own work-life balance would suffer.
Activating the right tools
Memorable Place chose RentalReady to support their growth without disrupting what was already working. From the beginning, the platform’s ability to support communication workflows while adding structure behind the scenes stood out as a natural fit for their evolving needs. When reflecting on the features that made the biggest impact, Etienne pointed to a few that stood out:
- 24/7 Guest communication service: A team of trained, bilingual agents who manage guest communication 24/7, following Memorable Place’ internal tone and workflows. “Once a month, we meet to review issues and refine responses. It’s a collaborative partnership, not a black box,” Etienne explained.
- Channel manager: Helped the team publish and sync listings across major platforms from A to Z, reducing setup friction.
- Dynamic pricing tools: Provided efficient, centralised rate management without relying on third-party software.
Together, these features created a connected, scalable foundation, without the need to start over.
Clearer operations, stronger service
Since implementing RentalReady, Memorable Place has transformed its operations: saving time, improving response consistency, and scaling service quality, all while keeping their team lean.. Key improvements include:
- Faster response times: GuestCom now handles guest inquiries within minutes, including off-hours. “The GuestCom system has been especially helpful during times when we couldn’t personally handle traveller interactions, late-night arrivals, very early mornings, etc.”
- Daily time savings: Outsourcing and automation reclaimed hours the team used to spend on manual messaging.
- 24/7 coverage with a lean team: Their six-person team can now deliver round-the-clock support without after-hours strain.
- Simplified OTA management: The channel manager streamlined listing creation and platform syncing.
- Smarter pricing workflows: Dynamic pricing tools replaced manual rate updates, improving efficiency and revenue strategy.
Building for what comes next
Memorable Place continues to adapt their use of RentalReady improving workflows and staying responsive to the needs of their expanding portfolio. Regular check-ins help ensure guest communication stays sharp, timely, and aligned with their service values.
“The switch to RentalReady and its all-in-one solution allowed us to save precious time, which we redirected toward strategic projects” Etienne explains. Memorable Place has built a system that doesn’t just scale, it stays personal.