Ops
Pools cross $50 → ready to order. Cart links open Walmart with the items loaded; you pick the address and place the order there.
Live queue from the reply bot. Send/dismiss happens on the review dashboard; each item links straight in.
🧪 Test the bot
Ask a question as if you're a guest. The bot answers from the property's knowledgebase, recent updates, and past host replies. Nothing is sent to anyone. If it can't answer or gets it wrong, add the missing info in the box below.
📝 Add property info for the bot
Changed a lockbox code, moved a backup key, new quirk? Tell the bot here. Updates are dated and override anything older in the knowledgebase. Select several listings to save the same update to each of them at once.
Read-only view from PriceLabs, refreshed every 30 minutes. Sorted worst-pacing first (occupancy vs market, next 30 days). Price changes happen in PriceLabs or the local dashboard.
Pet evidence and damage found in completed cleaning tasks (cleaner notes + AI photo scan, all 3 Guesty accounts). Pet evidence + a pet fee on the reservation auto-logs a 40% cleaner bonus.
New guest reviews needing a public response, with a drafted reply ready to edit and send. Replies post to the channel (Airbnb etc.) through Guesty.
📄 Monthly owner report
Star average, review count, and the month's best guest quotes for one owner. Opens print-ready; use Print → Save as PDF.
Describe any situation in plain words. The tool classifies it into one of the seven buckets, asks what it needs, walks the steps, and writes the guest reply. At or under the refund cap Nick decides; over it goes to Stephen. Anything touched twice unresolved auto-escalates.
Playbook
Buckets, thresholds, steps, questions, contacts. Edit and save; takes effect immediately, no deploy.
🚨 What happened?
Nick's morning sweep: same order every day, every item yes/no, saved as the day's record. Auto-filled from Guesty where possible.
In-unit TV channel. To pair a TV: open the Stay Roanoke channel on it, note the 6-digit code it shows, then enter it here with the unit. A TV only ever sees its own unit's current guest (first name and dates) and the extra-night offer.
Pair a TV
Paired TVs
Call anyone (Airbnb or VRBO support, a guest, a vendor) so it shows up as one of our host lines. Handy when support needs to see the number that's on the host's account.
📞 Place a call as a host line
How it works
- Pick the host line whose number you want them to see. For Airbnb or VRBO support, pick the line that's on that host's account (the hint under each line says which).
- Enter the number to call. US and Canada numbers only.
- Pick where to ring you. Your own phone is best. If you pick the Stay Roanoke Quo line, whoever picks up first gets it.
- Tap Call. Your phone rings within a few seconds, showing the host line as the caller.
- Answer and press 1. You'll hear "Outgoing call as Aaron's line… press 1 to connect." Nothing is dialed until you press 1.
- Talk normally. They see the host line's number. Hang up when you're done.
If they call back, it comes in on that host line and rings the Stay Roanoke Quo line with the usual "Call on Aaron's line…" heads-up. Every call placed here is posted in #escalations.
📩 When someone texts a host line
Texts to the host lines post in #escalations ("📩 Text to Peter's line from …"), with photo links. They don't show up in Quo, and nobody gets an automatic reply, so someone has to follow up.
- Figure out who it is. Search the sender's number in Guesty (Reservations search). Texts are rare; most are guests, Airbnb/VRBO support, or spam.
- A guest: reply in their Airbnb or VRBO message thread in Guesty, so it stays on the platform. If it's urgent, call them with Call as from that same host line above, so they recognize the number.
- Airbnb or VRBO support: call back with Call as from the same host line. Grab the case number from their text first.
- A verification code (Airbnb/VRBO asking to confirm the number): texted codes are blocked on these lines. Go back and choose "Call me instead," then press 1 in Quo when it rings (7am to 11pm).
- Anyone else (vendor, neighbor, owner): reply from the Stay Roanoke Quo line, (540) 732-7151.
- Spam: ignore it. Nothing else to do.
Never reply from a personal phone, and never give guests the 855 number. Guests only ever get (540) 732-7151. We can't text from the host lines themselves yet because they aren't registered for business texting.
Owner performance reports: revenue, occupancy vs the market (matched by bedroom count from nearby comparable rentals), reviews, and maintenance handled. Open one, sanity-check it, Print → Save as PDF, and email it. Reports are also pre-built automatically every January 2 and July 2 with links posted to #escalations.
Smart locks across the portfolio via Guesty Locks Manager: battery, online status, and whether each arriving guest's code is actually on the device. A lock appears when a current or next-7-days stay uses it. Remote lock/unlock isn't available through Guesty's API — use Guesty Locks Manager or the Yale app for that.
Cleaning dispatch for Factory Flats (Cindy, since Oct 24), River Ridge (Mark) and Grandma's, Farmhouse, Peter Combo and Marigold (Meghan), both from Oct 26. Turnover jobs sync from Guesty every 30 minutes and replace Guesty cleaning tasks for these listings: Clean Pay pays completed jobs here. Cleaners work from their private link: checklist, room photos, problem reports. You can put any cleaner on any job; both cleaners are texted.
Wes's Monday list, BNB Sidekick units only (Factory Flats and River Ridge have their own maintenance staff; give Wes one of those by hand in Guesty if needed). Every Sunday morning the hub suggests about 8 hours of work from your open Wes tickets, the maintenance log, damage found in cleaning photos and the deep-dive rotation, checked against Monday's calendar. Untick, reorder or add from "More suggestions", then send it: that creates the Guesty tasks and puts the list on Wes's link.
Completed cleans auto-logged daily at 4pm ET from Guesty (CLN tasks, all 3 accounts) with standard payout rates. Tabitha's cleans show as monthly and stay out of owed totals. 🐾 Pet bonuses land here automatically and follow the same rules.