After 25 years of evolution, Enseo is redefining what in-room technology means for hotels. Once known primarily as a hardware manufacturer, the company has transformed into a service-driven hospitality partner—one that blends entertainment, personalization and proactive support into a single platform.
“The new Enseo is built around three pillars: service, support and speed,” said David Goldstone, the company’s president, hospitality. “We’re focused on creating real value for both the guest and the hotelier through a robust in-room entertainment platform—one that can also be monetized.”
That value now extends well beyond the screen. Enseo’s wedding channel, for example, allows properties to personalize guest experiences on a new level. “Imagine 300 wedding guests arriving and being greeted with a custom welcome video from the bride and groom,” he explained. “It’s a deeply personal touch that brings connection into the room.”
For hoteliers, control and agility are key. Enseo’s platform enables teams to update menus, pool hours and service details instantly. “Everything happens in real time,” Goldstone said. “That’s a tremendous advantage.”
The company’s customer success team also shifts the traditional support model from reactive to proactive. “Each hotel has a dedicated customer success contact who handles training and quarterly reviews and ensures issues move quickly through the system,” he noted. “Under the old Enseo, a property would sign a contract and then be on its own for five years. We are the complete opposite.”
Goldstone says the company has adopted a philosophy he learned from his days at Marriott—what he calls “like to love.”
“If customers like you, they might shop around; but if they love you, they’re loyal,” he said. “Love in business is about trust—and that’s what keeps relationships strong.”
That loyalty extends to guests as well. “Personalization is everything—especially in luxury,” Goldstone added. “When a guest walks into their room and sees their name on the TV, it creates a moment of recognition that changes the entire stay.”
For CEO Brian Gurley, the company’s mission is just as much about economics as it is about experience. “We’re helping hotels reduce their total cost of ownership and turn the TV from a cost center into a revenue center,” he explained. “With proactive monitoring and AI-driven predictive maintenance, we can often fix or replace equipment before it fails, keeping rooms in service and guests happy.”
He also pointed out that Enseo’s role has shifted from vendor to partner. “That’s why we created our customer success team—to share best practices, support staff training and ensure hotels get the full value of their technology,” he said. “Clients shouldn’t only hear from us when we’re selling something.”
On the connectivity side, Enseo’s platform allows for real-time remote monitoring. “We can identify network issues and resolve them before they affect guests,” Gurley said. “It’s about helping hotels stay efficient and connected.”
Enseo’s investment in service infrastructure has been substantial. “Coming out of the pandemic, we reimagined our entire customer service operation,” Gurley noted. “We’ve grown the team by more than 80% in two years and integrated AI into our support process. Today, 95% of all issues are resolved on the first call.”
Goldstone pointed to the company’s rapid response to a flood at Valencia Group’s San Antonio property that knocked out the system. “We had new equipment shipped immediately and a technician on site by Friday,” he said. “The hotel was back up and running for the weekend.”
As Enseo marks its 25th anniversary, the company continues to move beyond being a technology supplier. “We’ve built a new leadership team, invested heavily in customer success and reimagined how we go to market,” Goldstone said. “It’s a complete transformation focused on service and partnership.”
