How MetroButler Increased Their Listings by 600% with Properly
A case study on how MetroButler overcame contractor management challenges and scaled from a handful of properties to operations across multiple cities using Properly's platform.
Challenges
Inefficient Contractor Management
MetroButler initially managed cleaning jobs through fragmented communication channels including emails, text messages, and Google Calendar invites. This approach created scheduling bottlenecks and consumed excessive time managing job assignments and tracking statuses.
After evaluating multiple scheduling applications, the company determined it needed a solution specifically designed for short-term rental cleaning operations. They discovered Properly was the industry’s only specialized option.
Customizable Software Requirements
MetroButler’s diverse service menu required adaptable software. Beyond standard cleaning, their butlers provide comprehensive concierge services:
- Personal guest welcomes and property walkthroughs
- Special request handling
- Proactive issue monitoring during guest stays
According to operations leadership: “We found we liked Properly as people and they were super open and excited” about feature development suggestions.
Documentation of Property Damage
Managing New York City rentals meant addressing guest-caused property damage. The company needed to definitively prove when damage occurred to file insurance claims and protect client assets. Visual documentation became essential for the claims process.
Solutions Implemented
Rapid Job Distribution
Within 24 hours of account activation, MetroButler deployed cleaning assignments via the mobile app. Instead of individually checking availability through email chains, managers could send jobs that butlers claimed directly through the platform.
Automated Photo Integration
Airbnb listing photos automatically populated in the system, eliminating manual re-uploading. Staff created visual checklists by adding task pins directly onto interior images, providing clear reference standards for consistent property presentation and cleanliness.
Property Damage Evidence Collection
Butlers now complete photo-documented walkthroughs before and after guest stays. This photographic evidence has proven critical for successfully processing insurance claims, particularly during holiday periods when damage increased significantly.
Additional Task Scheduling
The platform enabled messaging between managers and field staff for unexpected maintenance needs. Butlers photograph key locations for guest handoffs and receive automatic notifications about urgent repairs.
Time-Saving Features
Based on early user feedback, features were added including:
- Calendar filtering by property status (pending, in-progress, canceled, completed)
- Checklist duplication for rapid new property setup
- Automatic reminder notifications with appointment details
- Location-based service verification
The location tracking feature confirms whether staff members were physically present during job start and completion times, providing accurate cleaning duration data.
Results
MetroButler significantly reduced time spent on job status communication and availability confirmation. This operational efficiency directly enabled property portfolio expansion.
Properties Under Management: 5X Increase
The company expanded operations across New York boroughs including Queens and Brooklyn, plus new markets in Las Vegas, Nashville, and the Hamptons.
Looking for tools to put these ideas into practice? Explore Properly’s solutions:
- Autoscheduler — automates turnover scheduling so nothing falls through the cracks
- Properly for property managers — streamline operations across your entire portfolio
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