AI guest messaging for vacation rentals
TravelPal answers your guests' messages at any hour, in the language the guest writes in. You do not have to wake up to send a Wi-Fi password.
An illustrative chat with an invented guest and unit.
A guest who messages at 3 AM gets an answer at 3 AM.
Guests also write at night, so TravelPal replies at any hour. If it isn't sure, it holds the question for your team. Your team answers it in its working hours, and the guest is told it has been passed on.
TravelPal has no language list and no language setting. The reply uses the language of the guest's own message, Spanish included. Read more in our help article, guest messages in Spanish and other languages.
Two checks every reply passes before a guest sees it
You do not want an AI to tell your guest something wrong. A reply that fails one check goes to your team, not to the guest.
Passes both checks
The reply stays in the same chat, visible only to your team.
Topics you name go to a person
You know which topics need a person. List them in your own words. The AI never handles one alone. A reply on one of them goes to your team. It does not matter how sure the AI was.
Questions the AI cannot answer go to you
When the AI does not find the answer in your facts, it does not guess. It asks your team in the guest's own words, and it tells the guest it has asked. Your answer appears in the same chat.
It never interrupts your team
Two answers to one question confuse a guest. If your team has already replied to the guest, the AI does not send its waiting reply. It also stays quiet when your team writes in a chat inside TravelPal.
Complaints and refund requests stop the AI
A complaint or a request for money back stops the AI in that chat completely. It stays stopped and waits for a person from your team. All guardrails (the rules that limit the AI) are on the page when the AI stops.
There is one more rule, called grounding. It covers all questions about the unit, the building, fees and policies. The AI answers them only from your facts. These are your house manual, your listing content, and learned answers from your team. If the fact is missing, the AI asks your team first.
Anything it cannot answer goes to your team, not the guest.
A reply that fails a check is not deleted. It goes to your team in the same chat, so it is easy to find. Your team decides what the guest reads. They can send the reply, edit it, or write their own.
Held, in the guest's own words. If your facts have no answer, the AI holds the guest's question for your team.
The guest is told. TravelPal tells the guest, in the same chat, that it has asked your team.
Your answer is delivered. It appears in the guest's chat, in the same conversation.
Sending a question to your team is called escalation. The full steps are on what happens when the AI does not know.
You named building work as a topic a person handles. This reply waits here, and only your team can see it.
An illustrative inbox with an invented guest and unit.
Every reply appears in the inbox you already use.
TravelPal sends every message through your own booking system (property management system) and in no other way. Your team's own inbox shows exactly what TravelPal told each guest.
A guest who asks to stay later is offering you money. TravelPal also sells paid extras while it answers. Read how on the upsells page and on the integration page for your system. The page for property management companies shows every step as a team sees it.
The same example reply, as your team sees it.
Your guests can ask for texts about their stay.
Airbnb shares the guest's phone number on almost every booking. What you do not have is the guest's yes to a text.
A guest lands at midnight and never opens the Airbnb app. Your check-in message waits there while they stand at the door.
On their stay page, each guest can sign up for texts. They type a mobile number and tick a box that starts unticked. TravelPal keeps their yes, with the exact words they saw.
Then the check-in details reach the phone in their hand. The texts come from TravelPal and cover only that guest's stay. We never share the number for anyone's marketing. Texting starts once the phone carriers approve TravelPal. See how a guest signs up.
Guest messaging FAQ
Does it really answer at 3 AM?
Yes. TravelPal replies at any hour, so a 3 AM message gets a 3 AM reply. Messages that TravelPal starts itself, like reminders and offers, are held overnight. TravelPal sends them in the morning, in the property's local time, so it never wakes a guest. If it isn't sure, it holds the question for your team. Your team answers it in its working hours, and the guest is told it has been passed on.
Which languages does it speak?
It replies in the language the guest writes in, Spanish included. There is no list of languages and nothing to set up. It translates text that is already written, such as payment instructions. It does not change one character of the payment link.
What happens when it does not know an answer?
It does not guess. It asks your team in the guest's own words, and the guest is told it has asked. Your answer then appears in the same chat. You can save the answer, so TravelPal never has to ask that question again.
Can I control what it handles on its own?
Yes. You name topics that must go to a person, even when the AI is sure. A question the AI cannot answer goes to your team, and the guest is told. After a complaint or a refund request, the AI stops completely in that chat. TravelPal alerts your team at the same moment.
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