Guest support across 1,200 properties, fully automated

The challenge

The platform managed 1,200 listings, and guest questions never stopped: WiFi passwords, check-in instructions, parking, local recommendations. Hosts couldn't respond fast enough, and a slow answer to "how do I get in?" at 11pm turns into a one-star review.

The questions were mostly the same per property, but the answers were property-specific, so generic automation didn't work, and hosts were stuck answering the same things by hand across every booking.

Multilingual guests added another layer hosts simply couldn't cover around the clock.

The solution

A per-property AI guest agent now answers instantly with the right property's details, 24/7:

• Property-specific knowledge, each listing's WiFi, check-in, parking and amenity details live in the Knowledge Base, so the Guest Concierge Agent gives the correct answer for that exact property.
• Multilingual, around the clock, the agent answers in four languages 24/7, so an 11pm check-in question gets an instant correct reply regardless of language.
• On the booking channels, it works across WhatsApp, Booking.com and Airbnb messaging, meeting guests in the channel their reservation lives in.
• Local recommendations included, area tips come from the property's knowledge, adding the concierge touch that earns five-star reviews.
• Only real issues reach the host, genuine problems escalate to the host via Hand-off Control, so hosts handle exceptions, not FAQs.

Guest questions across all 1,200 properties were answered instantly and correctly, complaints fell, and hosts got their time back while review scores climbed.

What was deployed