24/7 Airbnb guest communication, handled by our team

What our Airbnb guest communication service covers

Every guest message for your home comes into one inbox. We use Hostaway as our property-management system, so a question sent through Airbnb, Booking.com, Vrbo, Hopper, Google or a direct booking on premierstays.ca lands in the same place, next to the reservation and the notes from past stays. Anyone on our team can see what a guest has already been told.

Many hosts start with an Airbnb messaging service that sends scheduled templates. Templates help with routine messages, but a poor stay rarely starts with a broken appliance; it starts with a question that got a vague answer, or none at all. Our job is to make sure every guest knows how to get in, how the home works and who to contact, with answers that are accurate for your property.

We handle guest messaging for every home we manage, from Calgary and Edmonton to Airdrie.

The messages every stay needs

Each reservation follows the same path. Routine messages are scheduled in Hostaway and checked against the booking; questions are answered by our team.

Inquiries, booking questions and guest screening

Inquiries are where a booking is won or lost. A family wants to know whether the second bedroom has a queen or two twins and whether the driveway fits two cars. We answer from your listing and our notes on the home, and if we don't know, we check rather than guess.

We also read inquiries for fit. A request that mentions a celebration, more guests than the listing allows, or a one-night weekend stay close to home gets a closer look and a clear statement of the house rules. If it doesn't suit your home, we decline politely.

Screening is optional and set per listing. Through Truvi, we can add ID verification and a security deposit to a stay, and a guest who doesn't complete the steps you require can be refused access to the home. We decide with you whether to use it and how large a deposit to ask for.

Check-in instructions and house rules

Check-in instructions are written carefully and kept current: parking, how the lock works, the Wi-Fi details, the thermostat, and where garbage and recycling go. When something changes, such as a new lock code or a winter parking rule, we update them before the next guest arrives.

House rules are agreed with you and shown at booking, again before arrival and in the home. They cover occupancy, quiet hours, pets, smoking and parking. One rule is the same at every home we manage: parties and events are never allowed.

When something suggests a party, such as a message about a celebration, more people than were booked, or a call from a neighbour, we contact the guest right away and restate the rule. If it continues, we escalate through the booking platform under its own policies, which can include ending the reservation. If anyone's safety is at risk, we call emergency services. Afterwards, we tell you what happened and keep a record for any damage claim.

After-hours issues: lockouts, Wi-Fi and heat

Problems don't keep business hours, and this is what 24/7 Airbnb guest support means in practice: a lockout at midnight, Wi-Fi that drops before a morning video call, or a furnace that stops on a cold January night all reach our team.

Many are solved in a conversation. A lockout is often a code typed out of order, Wi-Fi often returns after a router restart, and a cold suite can be a thermostat on the wrong setting. We walk the guest through it using our notes on your home.

When it can't be fixed remotely, we decide whether someone needs to go to the home:

• Can't wait for morning: no heat in cold weather, a water leak, a door that won't lock or open, an electrical problem, or anything that affects safety.
• Logged and booked in: a slow drain, a loose handle, a light fixture, or an appliance that still mostly works.

Routine minor tasks are handled without a separate service-call fee. Repairs, parts, licensed trades and appliance work are owner costs, and we tell you what was done and why. See maintenance and inspections for how we coordinate trades.

Noise and neighbour concerns

A good short-term rental is a good neighbour. Quiet hours are in the house rules and the welcome message, and we remind guests when a booking looks like it could get loud.

When a neighbour raises a concern, we contact the guest, ask them to bring the noise down and follow up to make sure it stopped. Repeat or serious problems go through the same escalation as a suspected party. If you'd like, we can give close neighbours or your condo board our contact details, so concerns come to us. We tell you about every complaint, so you never hear about one first over the fence.

Reviews and replies

After checkout, we review every guest factually, so other hosts know what to expect. We read every review your home receives, thank guests for good ones and reply to critical ones calmly, with facts. A public reply is written for the next guest reading it.

Feedback is also a to-do list. A stiff lock goes to maintenance; thin towels or a missed spot go to our cleaning and turnover team. When the same comment comes up across several stays, we raise it with you along with the fix we suggest.

What we need from you to get started

During onboarding, we gather the details guests ask about most:

• Lock type, codes and a backup way in
• Wi-Fi name, password and where the router is
• Thermostat, furnace and water shut-off locations
• Parking rules, including condo and winter rules
• Your house rules, occupancy limit and pet policy
• Trades or warranties you already use
• How you'd like to hear about issues and costs

Full management is 15–25% of revenue, depending on the package you choose; the pricing page explains how it works. To see whether your home is a fit, start with a free revenue assessment.