Human-Led · AI-Powered: Never Miss a
Guest Message Again
Real hospitality professionals answer your guests 24/7 with a 3–5 minute target and 95% of responses under five minutes — backed by an AI-built, human-reviewed knowledge base for every listing.
Properly’s 24/7 guest support is delivered by people: hospitality agents answer guest messages around the clock with a 3–5 minute response target (95% under 5 minutes), using a property knowledge base built from walkthrough videos and reviewed by the team. It is included in Guest Support Plus ($149/listing/month, for owners and small hosts) and Cohost Pro (from $119/active property/month, for property managers).
3–5 min
Response target
95%
Under 5 minutes
24/7
Coverage
$149
Per listing / month
The difference
What 3AM Guest Messages Look Like — With and Without Properly
-
Guest 3:07 AM
Hi, we just arrived and the keypad won’t take our code. It’s raining and we have two kids with us.
-
Properly hospitality agent 3:10 AM
Sorry about that, let’s get you inside. On this lock you enter the code, then press the lock button at the bottom of the keypad. Could you try that?
-
Guest 3:12 AM
That worked, thank you!
-
Properly hospitality agent 3:13 AM
Glad you’re in. I’ve flagged this step to the owner so the arrival instructions can be updated.
You On-Call
- Phone buzzes at 3AM — guest locked out
- Missed message turns into a 1-star review
- Can't travel without laptop and constant checking
- Guests wait hours for a response in your timezone
Properly Handles It
- A real agent handles the lockout while you rest, targeting a reply in 3–5 minutes
- Every message answered professionally, every time
- Travel freely — your guests always get a fast response
- Multi-language support — guests worldwide, served in their own language
What's Included
Real People, Powered by AI.
Experienced hospitality agents handle every guest message — drawing on an AI-built, human-reviewed record of 1,000+ operating details for each listing to answer fast and accurately.
Human Post-Booking Support
From confirmation through checkout, our hospitality team handles guest messages with a 3–5 minute target and 95% under five minutes — informed by AI knowledge of the property.
Property-Specific Knowledge
Walkthrough videos become a human-reviewed information base so the team can answer property-specific questions accurately.
Multi-Language Coverage
AI enables our team to communicate fluently with guests in their preferred language — no awkward translations or delayed responses.
Owner App & Properly Platform
Track operations in the owner app and use the Properly Platform to keep property information organized.
Dispute Resolution & Claims
Claims Management is optional for Guest Support Plus at $19/month, covering evidence collection, filing, and follow-through.
A Real Person, Every Time
Every conversation is handled by a real person. For complex or sensitive situations, senior agents who know your property and preferences step in.
See how 24/7 guest support would work for your listings
In a demo we walk through your listings and show how the team would handle your guests.
Coverage
What’s covered
- Hours
- 24/7, including nights and weekends.
- Response target
- 3–5 minutes, with 95% of messages answered in under 5 minutes.
- Stay stages
- From booking confirmation through checkout.
- Channels
- Guest Support Plus covers one Airbnb listing; the Multi-listing add-on extends support to up to 5 platforms. With Cohost Pro, Airbnb is the base channel and additional channels run through your PMS or channel manager.
- Languages
- Agents communicate in the guest’s preferred language, with AI language assistance.
- Who answers
- A real person on Properly’s hospitality team, in every conversation.
Escalation
When we escalate
What the team handles remotely, and what is sent to you.
| Situation | Handled remotely by Properly | Sent to you or your local vendor |
|---|---|---|
| Lockout | Answer the guest and walk them through the access steps in the property knowledge base. | Anything that needs someone at the door, such as a failed lock or a key to deliver. |
| Maintenance issue | Find out what is wrong and help with anything the knowledge base covers, such as restarting the Wi-Fi or using the thermostat. | Repairs and site visits: your local vendor does the work, and you approve the cost. |
| Noise complaint | Message the guest about the house rules on your listing. | Anything that needs someone on site, and any decision about the reservation. |
| Refund request | Acknowledge the guest, collect the details and pass the request on. | Whether to refund, and how much: you keep your bookings, guest payments and payouts. |
Lockout
- Handled remotely by Properly
- Answer the guest and walk them through the access steps in the property knowledge base.
- Sent to you or your local vendor
- Anything that needs someone at the door, such as a failed lock or a key to deliver.
Maintenance issue
- Handled remotely by Properly
- Find out what is wrong and help with anything the knowledge base covers, such as restarting the Wi-Fi or using the thermostat.
- Sent to you or your local vendor
- Repairs and site visits: your local vendor does the work, and you approve the cost.
Noise complaint
- Handled remotely by Properly
- Message the guest about the house rules on your listing.
- Sent to you or your local vendor
- Anything that needs someone on site, and any decision about the reservation.
Refund request
- Handled remotely by Properly
- Acknowledge the guest, collect the details and pass the request on.
- Sent to you or your local vendor
- Whether to refund, and how much: you keep your bookings, guest payments and payouts.
Properly’s managed services are remote. Physical work, local vendors and decisions about money or reservations stay with you.
Compare
Human-led service vs automated replies vs a virtual assistant
Properly’s column describes our service. Use the other columns as questions to ask an automation provider or virtual assistant.
| Compared on | Human-led 24/7 service (Properly) | Automated replies | Virtual assistant |
|---|---|---|---|
| Who writes each reply | A hospitality agent on Properly’s team | Are replies scheduled templates, AI-generated, or reviewed by a person? | Who writes each reply, and who covers absences? |
| Nights and weekends | Covered 24/7 by a team | What happens to an unscheduled question at night or on weekends? | What hours are covered, and who provides backup? |
| Property-specific questions | Answered from a knowledge base built from your walkthrough videos and reviewed by the team | How are property details added, checked, and updated? | How will you train them and keep property instructions current? |
| Unusual or sensitive messages | A hospitality agent handles the message and passes local work or spending decisions to you. | When is a message passed to a person, and who handles it? | What experience and escalation instructions cover unusual situations? |
| What you still manage | You approve property information and retain local work, vendors, and spending decisions. | Who maintains the setup and answers messages outside its scope? | Who manages hiring, training, scheduling, and holiday cover? |
Who writes each reply
- Human-led 24/7 service (Properly)
- A hospitality agent on Properly’s team
- Automated replies
- Are replies scheduled templates, AI-generated, or reviewed by a person?
- Virtual assistant
- Who writes each reply, and who covers absences?
Nights and weekends
- Human-led 24/7 service (Properly)
- Covered 24/7 by a team
- Automated replies
- What happens to an unscheduled question at night or on weekends?
- Virtual assistant
- What hours are covered, and who provides backup?
Property-specific questions
- Human-led 24/7 service (Properly)
- Answered from a knowledge base built from your walkthrough videos and reviewed by the team
- Automated replies
- How are property details added, checked, and updated?
- Virtual assistant
- How will you train them and keep property instructions current?
Unusual or sensitive messages
- Human-led 24/7 service (Properly)
- A hospitality agent handles the message and passes local work or spending decisions to you.
- Automated replies
- When is a message passed to a person, and who handles it?
- Virtual assistant
- What experience and escalation instructions cover unusual situations?
What you still manage
- Human-led 24/7 service (Properly)
- You approve property information and retain local work, vendors, and spending decisions.
- Automated replies
- Who maintains the setup and answers messages outside its scope?
- Virtual assistant
- Who manages hiring, training, scheduling, and holiday cover?
Get 24/7 guest support with Guest Support Plus or Cohost Pro
Guest Support Plus is $149/listing/month for owners and small hosts. Cohost Pro starts at $119/active property/month for professional managers.
Guest Support Plus
$149 /listing/month
For owners and small hosts: 24/7 guest communication, up to three turnovers, and remote photo inspection.
One-time onboarding: $249
Cohost Pro
from $119 /active property/month
For professional managers: managed operating services, software, and AI across the portfolio.
Portfolio setup: $499 · Per-property setup: $59
FAQ
24/7 guest support questions
Can I buy guest support on its own?
It is delivered through Guest Support Plus (owners and small hosts, $149/listing/month) or Cohost Pro (property managers, from $119/active property/month).
Is it AI or people?
Every conversation is handled by a real person; AI helps build and maintain the property knowledge base the team uses.
What is the response time?
A 3–5 minute target; 95% of messages are answered in under 5 minutes.
Rest Easy. Your Guests Are in Good Hands.
Real hospitality pros target a 3–5 minute response, with 95% under five minutes — backed by AI and available 24/7.