Clear, consistent answers on every channel guests message you on.
Guest questions arrive through Airbnb, Booking.com, Expedia, Vrbo and your own inbox, usually at the worst moment. Thrive Hosts handles the routine conversation from first enquiry to post-stay follow-up, escalates what needs someone on site, and keeps a record so nothing gets answered twice or not at all. It works for short-term rentals and small hotels alike.
Templates where they help, a written reply where the guest needs one.
Before we answer a single message, we agree who gets contacted for what, in what order, and what we can approve without checking with you.
Urgent safety issues always go to local emergency services and your on-site contact first. Physical emergencies stay with the owner or on-site team unless something else has been arranged.
We work in each platform’s own messaging tools, or in your PMS’s unified inbox where you have one, using user-level access.
Guest messages and reservation communication through co-host or team access.
Guest and reservation messages through extranet or partner-portal user accounts.
Traveller enquiries and booking messages within the access you grant.
Direct-booking enquiries and confirmations through your booking engine or inbox.
You shouldn’t need to read every thread to know what happened.
Conversations stay in the platform or PMS, so the history is always yours.
What was reported, who it went to and whether it’s resolved.
The same question every week usually means the listing or check-in info needs fixing.
Anything outside the agreed rules comes back to you, clearly flagged.
Guest messages are covered 24/7. Response targets, escalation contacts and quick replies are set up in detail during the 30-day setup. Pricing depends on message volume, the number of properties or rooms, your channels and the coverage you need.
Yes. Guest messages are covered 24/7. During the 30-day setup we agree response targets, what counts as urgent and who is contacted for what, so a message at 3am is handled the same way as one at 3pm. Physical emergencies still go to local emergency services and your on-site contact.
Yes, as a rule. Messages go out in the property’s name, signed the way you choose and following your approved workflows and brand standards. How this works on each channel depends on your accounts and setup, and is confirmed during the 30-day setup.
We follow the escalation rules agreed during onboarding. Urgent safety issues go to local emergency services and your on-site contact first. Physical emergencies remain the responsibility of the owner or on-site team unless something else has been arranged.
No. We work through official co-host access, OTA user accounts or PMS team permissions wherever the platform supports them, so you can review or remove access at any time.
Yes. We work in the PMS or channel manager you already use wherever it supports team users. If you don’t have one, or the current one isn’t a good fit, we recommend the option that suits the property. Everything is mapped in detail during the 30-day setup.
Yes. Messaging can be scoped on its own. Some owners later add listing, calendar or housekeeping coordination, but that is your choice.
Start with an operations review. We look at your messages, channels and escalation needs, then agree coverage that fits the property.
Book an Operations ReviewAirbnb · Booking.com · Expedia · Vrbo · Direct bookings