AI Guest Messaging
for Vacation Rentals
Hostella answers routine guest questions, creates staff tasks, and escalates sensitive cases with a draft reply. Includes a browser chat channel, built for WhatsApp, Telegram, Airbnb and Booking.com workflows.
You didn't get into villa operations to live on WhatsApp.
Same five questions, every guest, every week.
Wi-Fi codes. How the AC works. Check-out time. Where to eat. Most of your WhatsApp is the same five things on repeat.
Slow replies cost Superhost status and direct bookings.
Guests remember slow replies, especially after arrival. A five-minute delay on a simple question can become a public complaint.
Staff get half-translated messages and chase you for context.
A French guest writes about the AC. Your maintenance worker speaks Thai. Until now, you've been the translator, dispatcher, and manager.
Up and running in three steps.
Send one property, upload the rules, test real guest messages, then go live with human escalation.
Send one villa.
Start with a single property so the pilot stays focused. Share the villa name, guest channels, staff contacts, and the situations you want escalated.
Upload house rules.
Wi-Fi, check-in notes, appliance instructions, vendor contacts, refund policy, and local recommendations become the property memory.
Test, then go live.
We run guest-style conversations against your rules, tune escalation, then switch on the dashboard when the answers are reliable enough for guests.
Guest message to resolved — in under a minute.
The same event across all three layers — guest phone, staff app, manager dashboard. A product-flow preview using Hostella's real interface language.
Three surfaces, one workflow.
Guest chat, staff tasks, and owner oversight stay connected instead of living in separate threads.
Instant answers, any language.
Guests ask in their language. Hostella replies from your rules, recommendations, and property-specific instructions.
Structured jobs, not chaos.
Staff see clear task cards — not blurry screenshots in a group chat at 11pm.
Every property, one view.
Step in only where judgment is needed. Everything else is already handled.
About 30% of cases still need a human. We tell you which.
Refund requests. Capacity exceptions. Lockouts at 2am. Broken air-con on a 38°C night. These need judgment, not a script.
Hostella hands them to you with full context — the guest's message in their language and yours — and a suggested reply you can approve, edit, or reject in one tap.
Not another inbox. A middle layer between guests and managers.
Keep the tools you already use, but stop making every guest message your personal problem.
Fast at first, messy at scale.
Good for one villa and a small team. Breaks once owners, cleaners, maintenance, and guests all live in the same thread.
- No structured task history
- Manager remains the dispatcher
- Hard to train new staff
Human judgment, limited hours.
A VA can solve nuanced cases, but still needs your rules, your vendor list, and your approval for sensitive decisions.
- Coverage gaps at night
- Quality varies by person
- Costs rise with every property
Useful templates, weak context.
Great for check-in notes. Weak when guests ask compound questions, report a broken appliance, or need a staff task.
- Template-heavy answers
- Limited staff routing
- Escalation still lands on you
Answers, tasks, and escalation in one flow.
Hostella handles the routine questions, turns requests into staff tasks, and brings managers in only when judgment is needed.
- Property memory per villa
- Guest context kept with every task
- Approval queue for risky cases
Pay only for the villas you manage.
Start free, scale to 50+ properties. Same AI everywhere — only the volume changes. 14-day free trial · no credit card.
- 1 villa
- 100 AI messages / month
- WhatsApp + Telegram
- 1 team member
- Community support
- No per-property AI agent
- No BYO Anthropic key
- 1 villa included
- 500 AI messages / month
- + Email + SMS channels
- 2 team members
- Email support
- 30-min reply SLA
- No Hostella branding
- 2–10 villas
- 2,500 AI messages / month
- All channels (WhatsApp, Telegram, Email, SMS)
- Up to 5 team members
- Email + live chat support
- 20-min reply SLA
- Per-property AI agent customization
- Worker mobile dashboard
+ €499 one-time setup fee
- 10–50 villas
- 10,000 AI messages / month
- All channels + custom integrations
- Unlimited team members
- Priority live chat
- 15-min reply SLA
- Cross-property analytics
- Dedicated onboarding session
Save 12% with annual billing. Need 50+ villas, custom SLA, or BYO infrastructure? Contact sales for Enterprise plans.
Questions, answered.
What can Hostella answer automatically?
Property-specific questions like Wi-Fi, check-in, check-out, house rules, appliance instructions, local recommendations, and simple service requests.
What happens when the AI is not sure?
The message moves into the approval queue with the guest context, risk reason, and a suggested reply. A manager can approve, edit, reject, or escalate.
Which channels are supported?
The pilot focuses on WhatsApp, Telegram, email, and SMS. Airbnb and Booking.com workflows are planned for operator and group setups where the channel access is available.
How long does setup take?
For a pilot property, the first version can be prepared after we have the house rules, guest message examples, staff contacts, and escalation rules.
Is guest data private?
Guest messages and property rules stay in your workspace. We use them to answer your guests and do not turn them into public training data.
Can I cancel anytime?
Yes. Start with one villa, keep monthly billing, and export your property rules and conversation history if you leave.
See Hostella on your own villas.
Send the basics and we will prepare the right pilot path: one property, a supported setup, or a portfolio rollout. No fake demo data needed.
- Share one villa name, guest channels, and the main situations you want handled.
- Use real house rules and guest questions so the pilot tests actual operations.
- Start with a small approval queue before putting replies in front of guests.