Will my owners or guests know you exist?
No. Everything goes out under your brand, from your addresses and numbers, in the tone you
set. We're your operations department, not a subcontractor your owners get introduced to.
Do we have to change the software we run on?
No. We work inside whatever property management system you already use, on access you grant
and can revoke. We don't sell software and we won't ask you to migrate.
How do you handle our credentials and guest data?
Named accounts per team member with the narrowest permissions that do the job, no shared
logins, access revoked the day someone leaves, and a written note on data handling and GDPR
before you grant anything.
What's your average response time?
We don't quote one, and you should be sceptical of anyone who does. An average is dragged
down by the daytime hours your own team already covers — it hides exactly the window you're
buying. We report your full distribution by hour of day, median and slowest, every month.
You see the 3am number, not a flattering mean.
Do you handle pricing as well?
Tell us what you need and you'll get a straight answer on whether it's something we take on.
Our core is the operation — guest communication, overnight cover, damage claims and reviews.
Anything beyond that we scope per account rather than selling you a package you may not want.
What happens at 2am, specifically?
The on-shift agent answers inside your response target, works the escalation rules you set —
what they can authorise, what they can spend, when you get woken — and writes it into the
handover so the morning shift doesn't ask the guest twice.
We tried a VA and it didn't work.
Usually because one person cannot cover 168 hours, and when they're ill or on holiday the
cover is you. This is a team on three shifts with a written handover between them. Different
thing to one hire you manage.