Platform Capability
Every Channel.
One Inbox.
Airbnb, VRBO, Booking.com, direct, SMS, email — triaged, monitored, and answered without channel-switching.
Book a consultationThe Problem
Multi-channel distribution is table stakes. Multi-channel support is exhausting. Airbnb's inbox doesn't talk to VRBO's. SMS lives in someone's phone. Direct-booking inquiries land in a Gmail tab no one watches after 6pm. Response times vary by channel, by time of day, by whoever happens to glance at their notifications first. Reviews reflect it — guests don't care that their question went to the platform you check least often; they care that it took six hours to answer a one-line question about parking.
The fix is not another channel. It is a single operational surface where every channel lands, with rules about what gets answered automatically, what reaches you, and what reaches a covering operator. Hiring an in-house support coordinator to swivel between five tabs is the wrong cost shape for most portfolios — full-time comp, benefits, and training for a role that has hours of dead air between messages and minutes of surge during a checkout window. A 24/7 in-house desk is an order of magnitude beyond that. The right shape is shared coverage on a single inbox with rules that fit your portfolio, not someone else's.
The CoHost Pro Approach
We pull every channel into one operational surface and write the triage rules with you — what gets answered by automation, what reaches you, what reaches us. Every channel that exposes a programmatic feed is wired in directly; the few that only offer a portal get access provisioned and monitored on a schedule. Confirmed-pattern messages — check-in instructions, Wi-Fi codes, late-checkout questions inside the policy — answer themselves from approved templates. Everything else gets routed against rules we tune to your portfolio: which messages reach you on your phone, which reach your on-the-ground team, which reach our coverage during the hours you're not at the desk. Review responses on four- and five-star ratings fire automatically in your voice. Refund requests, complaints, and urgent on-site issues are tagged for escalation the moment they hit the inbox so they never sit in a queue with a question about towel count. Then we cover the gaps. Guests get a fast, in-voice response no matter how they reached out. Before they ask.
What's Included
- +Channel integration setup (Airbnb, VRBO, Booking.com, direct, SMS, email)
- +Triage rule configuration (auto-handle, route to operator, route to coverage)
- +SLA targets per property and per time-of-day
- +Coverage handoff for after-hours and surge periods
- +Review-response automation for 4- and 5-star reviews
- +Escalation tags for refunds, complaints, urgent on-site issues
- +Inbox analytics: response time, resolution rate, channel mix
- +Quarterly review of triage rules against actual guest behavior
How It Connects
The unified inbox is the operational surface; the templates that fire into it are a capability of their own. The AI Guest Messaging engine is what produces the in-voice replies that the inbox routes — the two capabilities are designed to run together, and most engagements include both. When a guest message escalates into an on-site issue — a broken lock, a heating outage, a noisy neighbor — the inbox is where the field-operations dispatch is triggered (that capability lands in Phase 2). Owner-facing inbox metrics — response time, resolution rate, channel mix — are surfaced through the owner-portal capability so owners can see coverage quality on demand without asking for a report.
The inbox sits inside the same managed engagement as Trust Accounting and Dynamic Pricing — one team, one set of standards, one statement at the end of the month. The integrations the inbox depends on — PMS, channel managers, SMS gateway, helpdesk — are the same stack covered in our STR Tech Stack Guide and configured day-to-day through OwnerRez Setup. When something on that stack breaks, it goes through VR IT Support, which is the same desk that watches the inbox.
- +AI Guest Messaging — the templates and voice that fire into this inbox
- +Trust Accounting — same managed engagement, same standards
- +Dynamic Pricing — pricing context shapes the booking-confirmation replies
- +VR IT Support — the desk that watches the inbox is the desk that fixes the stack
- +Hospitality Technology — the broader managed-IT framing this inbox sits inside
- +STR Tech Stack Guide — the integrations the inbox depends on
- +OwnerRez Setup — the PMS the inbox reads from
- +All CoHost Pro services — how the inbox sits inside the full engagement
Frequently Asked Questions
Which channels land in the inbox?
Airbnb, VRBO, Booking.com, direct-booking confirmations, SMS, and inbound email. Anything with a programmatic feed; if a channel only offers a portal, we set up access and monitor the portal.
Who actually responds?
Automation handles confirmed-pattern messages. A human — you, your team, or our coverage — handles everything else. We set the triage rules so the right messages reach the right person.
What's the SLA?
Default is under 30 minutes during business hours and under 2 hours overnight. We tune per property based on guest demographic and operator preference.
Does this replace my PMS?
No. The PMS is the source of truth. The unified inbox is a layer that pulls every channel's messages into one workflow without changing the underlying PMS configuration.
What if a guest emails support@?
That mailbox is routed into the same inbox, with the same triage rules. Same SLA, same coverage.
One inbox. Real coverage. Honest SLA.
Setup inside the first thirty days, coverage on day one. The cost lands well below a full-time in-house support coordinator and an order of magnitude below building a 24/7 desk in-house, because the work is shared across the portfolios we already cover.