Our Services
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SERVICES
What IS included
Responding to Guest Queries
Promptly responding to inquiries from guests regarding existing bookings, amenities, check-in/out procedures, and other property-related questions.
Message Portal Management
Monitoring and managing guest messages across various platforms such as Airbnb, Booking.com, VRBO, etc., ensuring timely responses and resolution of queries.
Phone Call Handling
Answering and managing incoming phone calls from guests, addressing their concerns, and providing assistance as needed.
Emergency Response
Handling urgent guest inquiries and emergencies promptly, coordinating with relevant parties to ensure swift resolution.
Special Requests
Managing special requests from guests, such as early check-ins, late check-outs, or specific accommodation needs, and arranging accommodations accordingly.
Cancellation Management
Handling guest cancellations, processing refunds or rebooking as per the property's policies, and providing assistance to guests as needed.
FAQ Provision
Providing answers to frequently asked questions (FAQs) from guests, addressing common queries to streamline communication and enhance guest satisfaction.
Communication Record Keeping
Maintaining detailed records of all guest communications, including messages, phone calls, and interactions, for reference and documentation purposes.
Escalation Handling
Escalating issues or concerns to the property owner or designated point of contact as necessary, ensuring swift resolution and guest satisfaction.
SERVICES
What IS NOT included
Booking Confirmations
Our service does not include sending confirmation messages to guests upon booking, confirming reservation details, or providing relevant information related to bookings.
Pre-Arrival Communication
We do not send welcome messages to guests prior to their arrival, provide directions, check-in instructions, or any additional pre-arrival information.
Language Support
Our service does not offer multilingual support for guests who may communicate in languages other than English.
Guest Experience Enhancement
We do not proactively engage with guests to enhance their experience by providing recommendations for local attractions, restaurants, activities, or ensuring a memorable stay.
Continuous Improvement
Our service does not involve seeking feedback from guests to identify areas for improvement in guest communication processes or implementing necessary changes to enhance service quality based on guest feedback.
Outbound Communications
We do not initiate proactive outbound calls or messages to guests. Our main focus is on reacting to guest inbound calls and messages and addressing their enquiries.