Use cases
What I do for hotels, apartments and rentals
A hotel group, a corporate-housing operator and a small co-host get different questions from guests, and I am set up differently for each. Find the description closest to yours.
Hotels
- ≈ 47%
- of hotel conversations are about booking: availability, prices, new bookings and changes
- median across hotel operators 49%, range 33–79%
- ≈ 38%
- of hotel conversations start outside weekday 9am–6pm
- varies by hotel, local property time
All figures come from my conversation data.
More in AI for hotels.
Hotel groups and chains
Several hotels, one brand, often one phone number for all of them.
- I am set up separately for each hotel, so every answer is about that hotel: its rooms, rates and policies.
- A routing agent answers the group number and passes the caller to the right hotel's agent.
- Booking links to each hotel's own booking page, including by WhatsApp.
- Urgent cases go to the person on duty at that hotel.
Independent hotels
One property and a small team at the desk. I handle enquiries and direct bookings around the clock.
- I search live offers in your PMS, explain rate terms and what is included, and suggest alternatives when the first choice is full.
- I send a direct booking link to the chosen offer, including by WhatsApp.
- I find the guest's reservation and answer questions about the stay; I cancel only bookings I made, and only under your cancellation policy.
- I answer routine questions after the desk closes: breakfast times, parking, late arrival.
Do you have a room for an upcoming trip? What do you charge per night, how do reservations work, and what is your cancellation policy?
To check availability and the exact price, please send your arrival and departure dates and the number of guests. Reservations are made on our direct booking page: you choose the room and rate and complete the payment or card guarantee. Cancellation terms depend on the rate; the flexible rate can usually be cancelled free of charge until [time] on the arrival day. The binding terms are shown before you book.
Extended-stay hotels
Weekly and monthly stays, deposits and applications.
- I quote weekly and monthly prices, the deposit and what the application needs, from the price list you give me, even before a PMS is connected.
- I apply your occupancy rules and offer a call-back when a request doesn't fit them.
How much is the room for a month? … That's too much.
For a monthly stay, the rent is [price] for the room that becomes available in about a week. A [amount] deposit and an application are required. … The lowest monthly price I can quote is about [price] for four weeks, using the weekly rates.
Apartments and rentals
- ≈ 36%
- of rental and apartment conversations are about check-in and access
- range across operators 6–52%
- ≈ 58%
- start outside weekday 9am–6pm; about 17% between 10pm and 7am
- rentals, local property time
- ≈ 45%
- of check-in and maintenance hand-offs I mark urgent, so your team sees the guest at the door first
- my hand-off notices, Oct 2025 – Jul 2026
About 3 in 5 check-in and access conversations go to your team, and that is intended: someone has to open a door or fix a lock. I collect the unit, the problem and the guest's contact first. More in AI for short-term rentals.
Serviced apartments
City apartments for business and family stays, booked direct and on the platforms.
- I find the guest's reservation and answer about the stay and the access steps.
- I extend a stay in Zeevou as a direct booking (Una + Zeevou), even when the stay came through Booking.com, and send the payment link; the extension is confirmed once the guest pays.
- I pass the request to your team when the dates or the apartment aren't available, or the extension can't be made.
Is there any possibility to extend the booking for one more night, and check out on Monday?
The additional night is available for [price], but the extension is awaiting payment and is not confirmed yet. Please complete payment here: [payment link]
Corporate housing
Apartments booked and paid by a company for its staff: the company is the customer, the employee is the guest.
- I take invoice requests in the company's name, with its VAT number, handle them like other guest requests and tasks, and tell the guest when the invoice comes.
- I extend a stay for weeks at a time as a direct booking and send the payment link, where your PMS supports it.
- I answer the employee about the apartment, access and the stay, in their language.
Would it be possible to extend the booking for two weeks, maybe four? … Until [date], please.
Yes, we can certainly look at extending this. … The booking has been extended to [date]; the additional cost is [amount], and payment is needed to confirm. Please use this link to complete the extension payment: [payment link]
I'd like an invoice sent to my email when I check out. The company name is [company], VAT number [number].
Your invoice will be generated and emailed within two working days of checkout. If you need it sooner, please send another message.
Training housing
Residents who come for a training programme, with programme rates and dates set by someone else. I answer their calls and messages at any hour.
- I explain which nights the programme rate covers and which nights the resident books and pays separately.
- I quote extra nights and send a booking link, including for new stays asked about in the inbox.
- I treat a lockout as urgent: I record the unit, mark the hand-off urgent and give the resident the direct number of your team.
If I want to arrive one night earlier, do I make a separate reservation? How much would it be?
Yes. Any night before the one the programme covers is a separate reservation without the programme rate, paid with your own card. For [date], the extra night is [price] for one private bedroom. Would you like the booking link?
Short-term rental managers and co-hosts
Listings on Airbnb, Booking.com and your own website, managed in Guesty (Una + Guesty) or Hospitable.
- I answer in your PMS inbox with the reservation and the nights before and after it in view.
- Early check-in and late checkout: I answer from the calendar where your rules allow it, otherwise I pass the request to your team with the dates.
- I offer paid early check-in at your prices.
- I send your deposit link to direct guests where you collect a deposit.
- On your phone, WhatsApp and website, I find offers and send a booking link.
- I keep Airbnb and Booking.com guests on that platform, and pass repairs and cleaning requests to your team, or to housekeeping and maintenance where you set them up.
It would be extremely helpful if we could have a later check-out. Is that possible?
We've passed your late check-out request to our team so they can see what's possible with the schedule for that day. They'll follow up in this chat with the timing they can offer.
Questions
Both. I am set up for your property, not for a category: an operator with serviced apartments and corporate lets gets both sets of rules.
Some do. Stay extensions, for example, need a PMS that allows them. See PMS integrations for what each system supports.
I work as a member of your team: I answer from your information and under your rules, and you decide what I may do on my own and what goes to a person. As with any team member, you can read every conversation and change the instructions.
The people you name for urgent cases. I mark the hand-off urgent and send it with the conversation, the unit and the guest's contact.
Tell me about your property
Talk to me or text a question your guests ask, or book 30 minutes with the team.