Guest communication
Airbnb, Booking.com, Vrbo and Expedia messages from first enquiry to checkout, with review protection and cleaning coordination in between.
- Each stay
- Check-in details, house rules and checkout reminders sent on time
- In policy
- Refund and early checkout decisions made without waiting on you
- One inbox
- Airbnb, Booking.com, Vrbo and Expedia answered from your PMS
How the work actually runs.
Learn the property
A house manual per listing before the first message: the lockbox, the parking, the boiler that needs a reset. Guests ask the same twelve things and every answer should be right the first time.
Answer inside your PMS
Guesty, Hostaway, Smoobu, Lodgify or Hospitable, with every channel already in one inbox. We work there as named human agents, so the platform's response-rate clock is answered on time and every thread stays on your record.
Protect the review
Most bad reviews are a slow reply during the stay, not a bad property. Issues get a fast acknowledgement and a real escalation, and every review gets an answer on your tone.
What is included.
Before they book
- Enquiries answered inside the hour that keeps your response rate up
- Availability, pricing, pets, parking and house rules explained per listing
- Special requests checked with you and confirmed to the guest
During the stay
- Check-in instructions, Wi-Fi and appliance questions handled from the house manual
- Problems escalated to your cleaner, handyman or co-host with the detail they need
- Noise, party and late checkout situations handled to your rules
After checkout
- Review requests and replies, including the difficult ones
- Damage and lost property documented and raised within the platform windows
- Cleaning confirmed and the next arrival's details sent
We work in your tools, not ours.
Your Guesty, Hostaway, Smoobu, Lodgify or Hospitable inbox, with the Airbnb, Booking.com and Expedia threads inside it. We work as named human agents in your account, so every guest message and every reply stays on your record.
Before you ask.
Which platforms do you work in?
Guesty, Hostaway, Smoobu, Lodgify, Hospitable and Kross Booking on the PMS side, with Airbnb, Booking.com, Vrbo and Expedia threads inside them. Direct bookings by email or WhatsApp are covered too. All of it inside your accounts, nothing moved to a system of ours.
Can you cover a 2am message?
Extended hours cover evenings and weekends on the Full time package. True around-the-clock cover needs agents rotating through the night and is quoted rather than listed, as on the pricing page.
Do you coordinate cleaners and maintenance?
Yes, with the contacts you give us. We message them, confirm the job is done and tell the guest, and anything that needs money spent comes to you first.
Want your guest inbox handled?
Book thirty minutes. We will read a month of your guest threads and tell you how many were check-in questions a better house manual would have answered, and how many needed a person.