Where requests go to die
A lock-code change or a cleaning chase read at midnight is forgotten by morning. An inbox records messages, not commitments.
Relayed through a group chat, a request has no one accountable and no time it's due. It gets done late, or not at all.
Without SLAs, you learn a task was missed from the guest's one-star review — the worst possible dashboard.
How routing works
A guest asks for something that needs doing — on Airbnb, Booking.com or WhatsApp. Hostella replies in their language, in your brand voice, in seconds.
Routine questions are answered end-to-end. Anything that needs a human becomes an assigned staff task with an SLA timer — nothing gets lost in a thread.
Refunds, disputes and anything risky are held in an approval queue. The AI drafts; you approve. You stay in control of the moments that matter.
The task is worked, marked done, and the guest is kept informed the whole way. You see the whole operation in one place.
From message to done
The AI recognises an actionable request and opens a staff task from it — no one has to transcribe the message into a job.
Each task is assigned to the right worker with a due time. Overdue tasks surface and escalate before a guest notices.
Workers see only their jobs and can chat per task; managers see the whole board with SLAs and escalations.
As the task moves, the guest is kept informed — so 'we're on it' isn't a promise you have to remember to make.
This message-to-task-to-SLA loop is Hostella's core difference. See how it compares to a plain channel-messaging tool.
Hostella vs channel messaging →Questions, answered
How does a message become a task?
The AI recognises when a guest request needs action (a lock code, a cleaner, a repair) and opens a staff task from it automatically, with the guest's context attached — no manual transcribing.
Who does the task get assigned to?
You configure routing so each task type goes to the right worker or role. Every task carries an SLA timer, and overdue ones escalate before they become a guest problem.
Can workers and managers see different things?
Yes. Workers see only the tasks assigned to them with a per-task chat; managers see the full board with SLAs, escalations and completion status.
Does the guest know their request is being handled?
Yes — the loop is closed back to the guest as the task progresses, so they're kept informed until it's done.
Turn requests into tracked work — automatically.
14-day free trial. No credit card. Every request owned and timed.