Our services
Guest communication
This is the part owners underestimate, and it is the reason most of them stop self-managing. It is not the volume of messages, it is that they arrive at times you cannot control and that a slow reply costs you both the booking and the ranking. We take the whole of it.
What it is
Every message about the property: pre-booking questions, screening, check-in instructions, problems during the stay, late arrivals, lost keys, the boiler at midnight, and the review conversation afterwards.
Why it matters
Response time is ranked by the platforms, so a slow reply costs future visibility as well as the booking in front of you. More importantly, the stay is where the review is earned. A problem handled quickly and without fuss frequently produces a better review than a stay where nothing happened at all, and the review score sets what the property can charge next year.
In practice
How we handle it
- Enquiries are answered quickly, day or night, because a guest asking a question is usually asking three properties at once.
- Guests are screened before they book: platform verification, booking history, and a direct conversation where anything looks off.
- You can require verified identification, a minimum age and a minimum stay. Those filters change who books more than anything else.
- House rules are yours, stated up front and accepted at booking, and we act on a breach through the platform rather than letting it go because a cancellation is inconvenient.
- Problems are fixed first and reported to you after, unless the decision is genuinely yours to make.
What you end up with
What the owner gets
- A phone that is not yours ringing at midnight.
- Guests filtered to the terms you set, rather than whoever books first.
- A record of what happened during each stay, in the monthly report.
FAQ
Questions owners ask about guest communication
Do you actually answer at night, or is it an automated reply?
Templates cover the routine questions, because a guest asking for the wifi password at 1am wants the password rather than a conversation. Anything that is not routine reaches a person.
Can I talk to the guests myself?
You can, though we would rather you did not do it in parallel with us, because two people answering the same guest differently is how a stay goes wrong. Tell us what you want said and we will say it.
The rest of it
Everything else we handle
- Listing optimisationThe listing rewritten for how guests actually search, then revised on what the data says.
- PhotographyA professional shoot, staged properly, and reshot when the property changes.
- Dynamic pricingRates moved against real demand, so the calendar fills at the best rate it can.
- Cleaning and linenHotel-standard turnarounds, photographed, with linen that is replaced rather than nursed.
- MaintenanceEmergencies answered the same day, and the small things caught before a guest finds them.
- Review managementReviews asked for properly, answered properly, and used to fix what they point at.
- Monthly reportingOccupancy, revenue, costs, our fee and your payout, on one statement, every month.
Free estimate
What would your property earn?
Send us the property and one of our managers will come back within 24 hours with a realistic figure. No obligation, and no lock-in if you go ahead.
Two other ways to work with us
- Refer a property, take £275Introduce a landlord and take £275 when the property goes live. Estate agents have a choice of terms.
- What we actually doThe eight things we handle on a managed short let, each explained properly rather than in a sentence.