Guest Communication
24/7 multilingual messaging that protects your reviews, lifts your platform rankings, and converts more enquiries into bookings — handled entirely by our in-house London team.
Communication is the #1 driver of 5-star reviews in London
Guests booking short-lets in London expect responses in minutes, not hours. Airbnb's algorithm rewards hosts who reply quickly and consistently — and penalises those who don't with lower placement in search.
Our communication service is designed around what guests actually ask for, when they ask for it:
- Sub-1-hour reply time, 24/7, including weekends and holidays
- Multilingual support (EN, FR, ES, IT, AR, ZH)
- Pre-arrival, in-stay and post-stay touchpoints scripted and managed
- Escalation paths for emergencies, complaints and damage
End-to-end guest messaging, handled by humans
Pre-booking enquiries
Every enquiry is answered within minutes by a London-based team member who knows the property, the area and your house rules. We qualify guests against your criteria before approving instant bookings.
- Bespoke responses to availability, suitability and amenity questions
- Upsell longer stays and additional services where it makes sense
- Decline politely when guests don't fit your vetting criteria
- Bespoke responses to availability, suitability and amenity questions
- Upsell longer stays and additional services where it makes sense
- Decline politely when guests don't fit your vetting criteria
Booking confirmation & pre-arrival
Once booked, guests receive a structured drip of information so they arrive informed and you receive zero "how do I get in?" messages.
- Branded welcome message with property guide
- Check-in instructions sent 24 hours before arrival
- Travel-time estimates and local tips tailored to the guest
In-stay support & issue resolution
The middle of a stay is where most reviews are won or lost. Our team handles everything from "the Wi-Fi is slow" to "I've locked myself out at 2am" — usually before you'd even see the notification.
- 24/7 emergency line with vetted local contractor network
- Same-day fixes for plumbing, locks, heating, appliances
- Goodwill gestures (refunds, upgrades) authorised within agreed limits
Areas where we offer the service in London:
FAQ
Find quick answers to the most common questions about this service.
Our team responds to messages within minutes, coordinates check-ins, provides neighborhood recommendations, resolves issues immediately, and ensures every interaction contributes to 5-star reviews.
See what your property could earn
Free, no-obligation valuation within 24 hours. We'll tell you honestly whether short-letting is the right move.