After managing short-term rentals for eight years, I can tell you that guest communication is both the most important and most exhausting part of this business. I used to spend my entire morning just answering the same questions over and over. WiFi passwords, parking spots, check-in codes. It was driving me crazy, and I knew there had to be a better way.
Why I Was Drowning in Messages
Every single day started the same way. I would wake up to 20-30 messages asking basic questions I had answered hundreds of times before. What is the WiFi password? Where do I park? How do I get inside? Can you send me the check-in instructions again? By the time I finished responding to everything, it was already noon and I had not done any actual property management work. My guests were frustrated because they had to wait hours for simple answers, and I was frustrated because I felt like a human Google search instead of running my business.
Scaling Up Made Everything Worse
When I grew from 3 properties to 15 properties, the message volume became completely unmanageable. I was getting 80-100 messages per day, and most of them were asking for the same basic information. I tried hiring a virtual assistant, but training them took weeks and the cost was eating into my profits. During busy seasons, the message volume would double or triple. I was working 12-hour days just keeping up with communication, let alone focusing on revenue optimization or guest experience improvements that actually matter.
Speed Matters More Than I Realized
I learned the hard way that response time directly impacts guest satisfaction. When someone messaged me at 11 PM asking for the WiFi password, they did not want to wait until morning for an answer. Late responses led to frustrated guests, which led to lower review scores, which hurt my bookings. I found myself checking messages at all hours, even on vacation, because I knew that slow responses would cost me money. There had to be a way to give guests instant answers without being chained to my phone 24/7.
Human Errors Were Costing Me Money
I cannot count how many times I sent the wrong check-in code or outdated parking instructions to guests. Usually this happened when I was rushing through dozens of similar messages, or when I forgot to update my saved responses after changing property details. These mistakes created operational nightmares. Guests could not get into the property, they called me angry, and sometimes they demanded refunds or left terrible reviews. Even small errors like sending last month's WiFi password could ruin an entire guest experience.
What I Really Wanted to Focus On
The irony was that while I was stuck answering basic questions all day, I was neglecting the parts of hosting that actually create great experiences and drive revenue. I wanted to spend time on proactive guest outreach, identifying upselling opportunities, improving my properties, and developing relationships with repeat guests. These activities actually make money and create the kind of hospitality that leads to 5-star reviews. But I could not get to any of that meaningful work because I was trapped in an endless cycle of repetitive messaging.
Takeaway:
Once I started using AI to handle routine guest messages, everything changed. My guests get instant, accurate answers to basic questions any time of day, and I finally have time to focus on the strategic work that actually grows my business. The technology handles the repetitive stuff so I can focus on creating exceptional experiences that turn first-time guests into loyal customers.