Platform Capability
Guest Messages That Sound Like You.
Sent Without You.
Pre-arrival to post-checkout, automated where automation belongs, human where it matters.
Book a consultationThe Problem
Three properties is a stretch for manual messaging. Eight is impossible. Most operators land on a patchwork — the native PMS templates that read like a robot wrote them, a Slack channel where someone is always behind, an Airbnb inbox open in one tab, a VRBO inbox open in another, and the occasional missed message that turns into a four-star review with the word "communication" buried in the second paragraph.
The cost is not theoretical. Guest experience is messaging, almost more than it is the property itself. Inconsistent messaging is inconsistent experience, and that inconsistency shows up in review scores, in repeat-booking rates, and in the kind of resentful late-night phone calls that drive operators to either burn out or hand the inbox to a virtual assistant who has never set foot on the property. Neither option scales, and neither one preserves the voice that made your guests pick you in the first place.
The CoHost Pro Approach
We start by sitting with how you would message a guest — the rhythm, the voice, the specifics, the small details that signal "a person who knows this property is paying attention to my stay." Then we encode that. The templates inherit your hospitality, not a SaaS vendor's idea of hospitality. Every sequence — pre-arrival confirmations, the welcome the night before check-in, the mid-stay nudge, the late-stay support offer, the post-checkout thank-you, the review request — is written specifically against the property and tuned against the guest demographic that actually books it. The rules account for arrival windows, neighborhood context, seasonal quirks, and the kinds of questions guests at this property actually ask. Guests get the message they need before they ask. Before they ask.
What's Included
- +Pre-arrival sequence (booking confirmation, payment reminder, check-in instructions)
- +In-stay sequence (welcome on arrival night, mid-stay check, late-stay support offer)
- +Post-checkout sequence (thank-you, review request, win-back offer)
- +Per-property customization for quirks, neighborhood tips, and seasonal context
- +Multi-channel delivery across Airbnb, VRBO, Booking.com, and direct — same templates, same voice
- +Escalation rules for human handoff, so the right messages reach the right person
- +Quarterly tuning based on guest behavior, review keywords, and property changes
- +Bilingual setup where demand justifies it, with hand-reviewed translation
How It Connects
AI guest messaging is the outbound layer of a larger operational surface. Outbound messages feed straight into the Unified Inbox capability, where every channel — Airbnb, VRBO, Booking.com, direct, SMS, email — collapses into one workflow that humans and automation share. When a guest reply needs hands-on work — a broken lock, a missing supply, a noise complaint — the rules escalate to the Field Operations capability so the right person on the ground gets the right ticket. Cleaning timing, in particular, drives a lot of the in-stay message cadence: a delayed turnover changes the check-in instruction window, and the messaging engine needs to know.
- +OwnerRez setup — the PMS-level configuration the messaging engine fires from
- +PriceLabs optimization — pricing decisions that shape the booking confirmation copy
- +Vacation rental IT support — the integration plumbing that keeps message flows running
- +Hospitality technology — the broader managed-IT framing this capability sits inside
- +All CoHost Pro services — how messaging sits inside the full engagement
Frequently Asked Questions
Do guests realize the messages are automated?
Almost never, because the rules are written from real hosting experience and the templates leave room for natural specifics — your property's quirks, neighborhood detail, seasonal context. The work is in the rules, not the delivery.
Which platforms send the messages?
We configure the messaging engine inside your PMS (OwnerRez, Guesty, Hospitable, Hostaway) so the same template fires across every OTA — Airbnb, VRBO, Booking.com, direct — without you copy-pasting.
Can humans override?
Always. The automation handles the 80% predictable cadence — confirmations, check-in instructions, mid-stay nudges, review requests. You and your team step in for everything else, and our templates surface the right moments.
How often do you retune?
Quarterly minimum, and any time a guest gives us a reason — bad review keywords, repeated support questions, a property feature change. Tuning happens inside the same engagement, no extra ask.
What about languages?
We set up English plus one additional language per property if your demand profile justifies it. Translation is hand-reviewed for hospitality voice, not raw machine output.
Guest experience without burning out your team.
Thirty days to set up the rules. Then they run. The cost lands well below a full-time guest experience hire or an in-house messaging coordinator, because the rules are doing the predictable work and your team is free for the moments that actually need a human.