For holiday-let and short-let companies
Every guest, every owner, every stay.
All three carry on through evenings, weekends and the busiest weeks of the year, wherever the homes are.
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What we do
A flight lands at midnight, a booking needs moving, and nobody has accepted Saturday’s clean. Each needs someone who knows the place, and whoever looks after it locally.
Which parts we take on is up to you
It could be your guest messages, on the booking sites, by email and by phone. It could be the evenings and arrival days, the owners’ line, or the changeovers between stays, with the cleans nobody has confirmed chased ahead of the day.
We can also set up and plan
If you need it, we can set up what the work runs on, for instance your training material, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.
Who gets in touch, and why.
A holiday-let company hears from guests before they travel, from guests once they’ve arrived, and from the owners whose properties it lets. Much of it comes as messages through the booking sites.
Guests on their way
From booking to the day they travel
- Can we bring the dog, and where do we park?
- Can we change our dates, or cancel?
- Where is my refund?
- Can we arrive early, or leave late?
- Where is the key, and how do we find the place?
Guests who’ve arrived
Arrival evenings, most of all
- The key safe won’t open
- There’s no heating, or no hot water
- The wifi isn’t working
- The pool or the hot tub isn’t ready
- It isn’t clean, or something is missing
Owners
About their property and its bookings
- Which weeks are booked?
- Blocking out dates for their own stay
- A line on their statement they don’t recognise
- A repair that needs their say-so
- A new owner, asking about letting through you
What we’d take on.
Each is done in your company’s name, on the systems and booking-site accounts you already have.
- Guest messagesThe booking sites’ inboxes, email, chat and the phone, each answered from the property’s own guide.
- Arrival and in-stay problemsA guest talked through the key safe, the heating or the router. If that doesn’t fix it, your housekeeper or contractor is rung.
- The out-of-hours lineEvenings, nights and weekends covered, with a call to you only for what your rules say needs one.
- Booking changes and cancellationsDates moved, bookings cancelled and refunds worked through, as far as your terms allow.
- The owners’ lineOwners answered about their bookings and their dates, and repairs put to them for approval.
- ChangeoversThe cleans nobody has confirmed chased ahead of the day. Late bookings, early arrivals and late departures passed on to the cleaner as they happen.
Changeovers · Thursday, for the weekend
One Saturday clean that nobody has accepted
- Property
- Harbour View
- Found
- Guests leave at ten and the next arrive at four, with no cleaner confirmed
- The next cleaner on your list rung, and booked for eleven
To you
The usual cleaner for this property hasn’t answered since Tuesday. She has two more of your cleans next week.
Confirmed, and logged against the property
Past the guest inbox
And the things you hadn’t thought to ask for.
You may be here about guest messages or the phone at night. These are the other things we could set up, run or plan with you.
- We set it up
A guide for every property
The key safe, the heating, the wifi, the bins and the parking written down the same way for each one, so whoever answers gives the right answer for that front door.
Processes and knowledge base - We set it up
Every booking site in one inbox
Where your rental system brings the booking sites’ messages together, the team answers from that one inbox, with the booking and the property beside each message. Where it doesn’t, we’ll help you find a way to get there.
Helpdesk set-up - We set it up
Bin day and check-out time, at any hour
An AI assistant for the routine questions, answering from guides you’ve checked and passing everything else to a person.
AI for customer service - We run it
Guest reviews, replied to
Reviews on the booking sites replied to, and what they keep saying about a property passed back to you.
Review replies - We run it
New owners, taken properly
Someone thinking of letting through you answered, their property’s details taken in full, and a visit booked into your diary.
Reception and call answering - We plan it with you
A plan made in the quiet months
How guest contact, changeovers and owner updates should be organised for next season, worked out while there is time to change them.
Consultancy
No reception desk
One arrival evening, call by call.
A holiday let has nobody on site to ask. What the team settles itself, what goes to your housekeepers and contractors, and what is worth a call to you are all yours to set beforehand. This is how one evening might go.
One evening, across several properties
An illustration
16:35
Orchard Barn
“We’re an hour early. Can we go in?”
Clean marked as finished, so yes, as your rules allow
17:50
Beck Cottage
“The sat nav has brought us to a farm gate.”
Directions read out from the property guide
18:40
Flat 2, Quay Street
“The heating won’t come on.”
Thermostat reset from the guide, radiators warming
19:55
The Old Dairy
“There’s no bedding on the bunk beds.”
Your housekeeper rung, and bedding on its way
21:30
Casa do Rio, Algarve
“The pool lights won’t come on, and the pump is making a noise.”
Your pool contractor rung, in Portuguese, within your limit
00:50
Mill House
“The boiler is leaking onto the kitchen floor.”
Water turned off from the guide, then you were rung
By morning each one is logged against its property. Your phone rang once.
- Settled from the property guideDirections, heating, wifi and the way in, answered from what you’ve written down for that property.
- Passed to your people nearbyYour housekeeper or contractor rung, within the spending limit you’ve set, and the guest told when to expect them.
- Brought to youOnly what your rules say is yours, with everything already tried written down.
The team behind it.
Your guests and owners deal with your company throughout. The team works from your property guides and in your systems.
Employed and led by us
Trained on your properties and your rules before they answer a guest. Each team has a team lead whose job is coaching.
How we workThe location that suits your guests
The Philippines, Portugal or Ireland. Which one depends on the languages your guests speak, the hours and the work, and we settle it with you at the start.
Where we workGuests’ and owners’ details
Named logins, access only to what the work needs, and one client’s information never visible to another client’s team.
Security and data protection
Questions, answered.
The things holiday-let and short-let companies are likely to ask first.
What kind of work can you help us with?
It could be guest messages, arrival and in-stay problems, an out-of-hours line, booking changes and cancellations, the owners’ line, or the changeovers between stays. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.
How do we get started?
With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work
Is there a minimum team size?
No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.
Can you cover just evenings, weekends or our busy season?
Yes. It could be the hours your own people aren’t working, or your busy season, planned with you before it starts. Cover comes back down for the quiet months.
Does the team call out our cleaners and contractors, or ring us first?
That is yours to set, and it is written down before the team starts. The team can ring the housekeepers and contractors on your list, within a spending limit you set. Or it can ring you first. The same list says what comes to you at once.
Will the team work in our rental system and the booking sites’ inboxes?
Yes. That might be a holiday-rental system, the booking sites’ own inboxes, a shared mailbox or something built in-house. The team works in whatever you run on. Each person needs a login of their own in each, which is yours to give, because we don’t work from a shared password.
How will the team know each of our properties?
Through training, before anyone answers a guest. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves. Day to day the team answers from each property’s own guide. Where a guide is thin or missing, we’ll help you write it.How we work
Our homes are abroad. Can the team deal with the people who look after them?
Yes. Where your housekeepers and contractors speak another language, the team can work with them in it, as well as answering guests in theirs. Which languages you need is part of deciding where the work runs from.
How do we know how it’s going?
Real pieces of work are reviewed against your process, and what the reviews find goes into each person’s coaching. You get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
Can you look after owners as well as guests?
Yes, either or both. Owners can be answered about their bookings and their dates. A repair that needs their approval is put to them with the details. Anything about what an owner is paid, or the terms you’ve agreed with them, comes to your own people.
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work holiday-let and short-let companies are most likely to need, not everything we do. If the work follows a process and happens on the phone, in a booking site’s inbox or in your systems, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How much does it cost?
It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.
More for travel and hospitality businesses.
- Travel, hospitality and leisureThe whole group, and a key safe that won’t open followed to the end.
- Customer serviceMessages, email, chat and phone, answered in your name.
- Everything we runOut-of-hours lines, bookings, scheduling and the rest of the back office.
- All industriesThe other kinds of business we work with.
Let's talk.
Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.
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