How Nox Delivers Professional Protection for Luxury Cape Town Properties

Nick Taylor, Managing Director of Nox, has been managing luxury short-term rentals along Cape Town’s Atlantic Seaboard since 2003. As specialists in the premium market, Nox hosts around 5,000 bookings annually across 130 properties.

“We focus on the things that count, and we don’t sweat the small stuff. As the go-to expert in the luxury niche, we have an unparalleled reputation for innovation and trust, which is why we’re always excited by advancements in the delivery of exceptional service for all involved, and why we implemented Truvi’s technology over 2 years ago.”

Investing in better technology

Nox constantly seeks ways to improve its processes, particularly around guest experience and operational efficiency.

“We’re continually trying to improve our processes, and we really look at the Truvi Damage Waiver solution as an option for a better guest experience.

Of course, there’s the question of whether or not an upfront charge could become an inhibiting factor in converting a reservation; however, in our experience, we’ve found that the communication of the process is very important in preventing this. If the communication is clear and concise, we can build trust with the guests that the solution is in place to protect them as well as the owner.”

Solving real operational problems

Before Truvi, Nox faced significant challenges with traditional damage protection methods that were affecting their guest experience.

“We were experiencing endless problems with credit card authorizations and fluctuating exchange rates. These issues could have really affected the guest experience, so we were looking for a new solution to help resolve these pain points for our company and guests.

Around 10% of our bookings cause some form of damage, of which, 90% can be covered by a damage waiver. As a business, implementing the Truvi damage waiver solution, we’ve been able to generate some margin too, but for us, we don’t deem this as revenue; it’s a ‘rainy day’ fund in the event we may have a run of bookings which we need to use the waiver in order to cover some incidental repair/replacement costs. But, it’s very comforting knowing that we have got the funds available for that rainy day.”

Creating exceptional guest experiences

With Damage Protection automated, Nox can focus on delivering the premium service that sets them apart in the luxury market.

“70% of our guests are from Europe, the UK and the USA, with the balance being domestic travellers. Our guest experience is exemplary, so finding operations that are streamlined with our core values is key. Truvi’s damage waiver solution is enabling us to create an even better guest experience.”

Professional service for property owners

The technology investment allows Nox to offer a more comprehensive service to property owners while maintaining its reputation for excellence.

“Don’t be afraid of innovative solutions like Truvi to help with business problems. Use the tools and technology they have at hand. With the damage waiver, we’re able to offer a far more professional product to not only our guests, but more importantly our owners. There is an additional layer of administration involved, but we’re hopeful with time, this will become the ‘new normal’.

My advice would be to have the motivation to implement progressive systems that may have the opportunity to materially change the way you do business and value your guests – owners, staff, and even the community at large too!”

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