CASE STUDY
HomeHop cut its lockout calls and took the manual friction out of every arrival
The whole story in three lines
THE PROBLEMWhen a lock dropped offline, the backup code did not always work, so stuck guests called support, and slow season brought more local bookings along with a higher risk of parties.
WHAT HOMEHOP SET UPEvery door code now waits for the pre-arrival checklist to clear, backup codes are preloaded on every lock, and local bookings within about 20 miles get a second look before anyone says yes.
THE RESULTLockouts and parties are down significantly, the manual friction before arrival is gone, and upsells such as pool heating now reach the team on their own.
COMPANY
HomeHop Property Management runs short-term and mid-term rentals from its base in Northeast Ohio, with homes in and around Cleveland, Akron, Columbus, Cincinnati, Lake Erie and Hocking Hills. Founded by Nate Klatt and Dan Mitchen, it keeps guest messaging, cleaning, maintenance and interior design in house with its own full-time team.
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YaleTHE CHALLENGE
The hardest moment in HomeHop's operation used to come at the front door. When a lock dropped offline, the guest's code failed, and when the backup code failed with it, the call landed on a guest support team that was quickly overwhelmed. Dan Mitchen, Co-Founder and COO, ranks it first among the problems HomeHop faced before SuiteOp, and the company had already run its codes through three different setups.
The paperwork before arrival added what Dan calls manual friction, because rental agreements, including the extra one for the house with a treehouse, were handled by hand before each stay.
Slow season brought a different problem: more local bookings, and with them a higher risk of parties.
If I had to only pick three softwares to go with, it would be our property management software, our pricing software, and SuiteOp.
Dan MitchenCo-Founder & COOHomeHop built one guest flow that settles the paperwork before arrival and keeps guests from getting stuck outside.
Guests arrive with the paperwork done because the door code waits until they clear the checklist HomeHop set for that property: the ID check, the signed short-term rental agreement, the house rules, the pet question and a card on file. The house with a treehouse adds its own agreement, so every home asks for exactly what it needs.
The result: lockouts and parties are down significantly.
HomeHop's team runs homes from Lake Erie to Hocking Hills.
HomeHopNortheast Ohio
Visit HomeHop(opens in a new tab)Dan MitchenCo-Founder & COOIf I had to only pick three softwares to go with, it would be our property management software, our pricing software, and SuiteOp.
Use Case 01
BEFORE
Rental agreements were handled by hand, which added one more manual step before every arrival.
WITH SUITEOP
The code goes out only after the ID check, the signed agreement, the house rules and the pet question. Rules live per property, so the house with a treehouse asks for its own extra agreement while the house next door does not.
RESULT
In Dan's words, the manual friction before arrival is gone.
Use Case 02
BEFORE
An offline lock meant a stranded guest and a support call, because the backup code did not always work.
WITH SUITEOP
Backup codes are programmed while each lock is online, and a guest taps "my code isn't working" to get one on the spot.
RESULT
Access problems have significantly decreased, in Dan's words, and most stuck guests now get in without a call.
Use Case 03
BEFORE
Slow season brought more local bookings and a higher risk of parties, and the team had no early way to spot a booking that needed a closer look.
WITH SUITEOP
Every booking carries a card on file and a signed agreement, and the team is flagged when the billing phone number is within about 20 miles. The team talks it through in HomeHop's Slack approvals channel, and if no one replies quickly, HomeHop's AI assistant recommends an answer based on its own SOPs.
RESULT
Parties at HomeHop properties are down significantly.
WHAT SUITEOP RUNS
SuiteOp now runs the guest side of HomeHop's operation, from the first pre-arrival check to the front door.
HomeHop cut its lockout calls and took the manual friction out of every arrival
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