A dedicated remote team for the OTA, guest and follow-up work that eats into your day.
Independent hotels, motels and inns run on small teams. The desk checks guests in, housekeeping turns the rooms, and the owner or GM ends up answering Booking.com messages at night, fixing extranet details and chasing a maintenance job from last week. Thrive Hosts takes on that repetitive remote work, inside the systems you already use, while your on-site team keeps running the property.
None of it needs someone in the building. All of it still needs doing.
Booking.com, Expedia and direct enquiries arrive in different places, and guests expect answers before they arrive, not after.
Room descriptions, policies, photos and facilities get updated on one channel and not the others. Guests notice the difference.
Closed dates, minimum stays and stop-sells stay in place long after the reason has gone.
An early arrival, a late checkout or a room a guest has flagged needs someone to follow it through.
Replies happen in bursts, if at all, and recurring complaints never get back to the team.
What happened this week lives in several inboxes, a WhatsApp group and the front-desk notebook.
We agree the exact scope with you. Most properties start with the inbox and extranets, then add the rest.
Across Booking.com, Expedia, Airbnb where you use it, and direct reservations.
Keeping what guests read accurate and consistent.
Routine checks so what is on sale matches what you intended. Pricing decisions stay with you or your revenue manager.
Coordinated remotely. Your housekeeping team does the physical work.
One record of every problem until it has an outcome.
A regular summary of what happened and what needs a decision.
Take an independent 20-room roadside motel with one person on the desk at a time. Most bookings come through Booking.com and Expedia, plus walk-ins and phone calls. We would typically take on the OTA inbox, keep both extranets accurate, check restrictions after the owner changes rates, pass early-arrival and late-checkout requests to housekeeping, follow up maintenance jobs with the local contractor, and send the owner a short weekly summary. The desk keeps checking guests in. The owner keeps setting prices.
We don’t replace your front desk or manage the hotel. We take the remote, repetitive work off people who are already stretched.
Your PMS, channel manager and OTA accounts stay yours. We work through individual user accounts at the permission level you choose, so access can be reviewed or removed at any time. We work in the systems you already use, or recommend a better fit, and map everything during the 30-day setup.
We look at your channels, extranets, guest messages, housekeeping flow and reporting, and agree whether there is a fit.
What we handle, coverage hours, who gets contacted for what, and what we can action without approval.
User accounts, message templates, issue log and reporting format, built around your workflows.
We run the agreed daily and weekly work alongside your on-site team.
We look at open issues, guest feedback and process gaps with the owner or GM, and adjust.
Pricing depends on room count, the channels you sell on, the tasks you hand over and the coverage you need. We confirm it after the review.
No. We take on remote work: the OTA inbox, extranet content, rate and restriction checks, housekeeping and maintenance follow-up, reviews and reporting. Your on-site team keeps running the building, the desk and the rooms.
We work across Booking.com, Expedia, Airbnb, Vrbo and direct reservations, inside the PMS and channel manager you already use. If you don’t have one, or it isn’t a good fit, we recommend one that suits the property. Everything is mapped in detail during the 30-day setup.
Physical emergencies stay with your on-site team, duty manager and local emergency services. We follow the escalation rules agreed during onboarding: who to call, in what order, and what we can handle without approval.
Yes. Guest messages go out in the hotel’s name, following your approved workflows and brand standards. How that works on each channel depends on your setup and is confirmed during the 30-day setup.
Guest messages are covered 24/7. Response targets, escalation contacts and what counts as urgent are agreed in detail during the 30-day setup. Physical emergencies stay with your on-site team and local emergency services.
It depends on room count, the channels you sell on, which tasks you hand over and the coverage you need. We confirm it after the operations review, once both sides understand the work.
Start with a hotel operations review. We look at your inbox, extranets, housekeeping flow and reporting, then agree what makes sense to hand over.
Book a Hotel Operations ReviewBoutique hotels · Motels · Inns · Guesthouses · Serviced apartments