Before arrival
We gather the information the guest needs and send it in an easy-to-use format.
Entry instructions, the address, access arrangements and basic rules are presented in a clear sequence. If there are special needs or questions, we address them in advance.
This reduces uncertainty before the stay begins.
During the stay
The guest may need a simple piece of information or help with something that is not working.
We check what the guest needs and provide instructions to help with the problem or question. If cleaning, a visit or a technical intervention is needed, we coordinate the follow-up according to our agreement.
Answering a message and completing technical work have different requirements. The guest is kept informed about what to expect.
Before departure
We remind guests of useful checkout information: the time, key return and basic instructions for the space.
We share relevant checkout information with the cleaning team so they can plan their work. If anything changes in the booking, we assess the effect on the schedule.
People and organised messages
Recurring practical information can be provided through prepared instructions. An individual request needs attention and human judgement.
Where possible, we keep the communication history within the booking's official channel.
When we contact you
We agree which decisions the team handles and which need your approval.
We may need to contact you about an additional expense, a serious technical issue or a change affecting use of the property. In those cases, we explain the need and available options.
Frequently asked questions
Will I still need to answer messages?
We handle the everyday communication covered by our agreement. You remain involved in decisions such as approving additional expenses. Before we start, we agree when and how we will contact you.
Are calls and platform messages covered?
The channels covered are set out in our agreement. Before we start, we clarify which platform messages and calls we handle and how guests can reach us in an urgent situation.
What happens if a request involves a cost?
We check what is included and follow the agreed approval limits. If the expense has not already been approved, we explain the cost before proceeding.