Services
Guest operations support, built around how hotels actually run.
Choose full coverage across every channel, or fill the specific gaps your team cannot currently staff.
GuestSquad covers the full range of guest-facing operations for hotels, boutique properties, resorts, serviced apartments, and short-term rental operators. Services can be combined to fill specific gaps or bundled for complete coverage. Every plan starts with a conversation about your property, not a fixed package.
Hotel Answering Service
24/7 hotel call answering for reservation questions, guest requests, and general inquiries, with every call answered by a trained person, not a phone tree.
Vacation Rental Answering Service
24/7 answering and messaging coverage for Airbnb, Vrbo, and short-term rental operators, built for hosts who can't be on call around the clock.
Reservation Support
Inbound and outbound reservation calls, quotes, and bookings handled with your rates, policies, and tone, every time the phone rings.
Guest Messaging
SMS, WhatsApp, email, and in-app guest messages answered promptly across the full stay journey, from inquiry to checkout.
OTA Inbox Management
Booking.com, Expedia, and Airbnb inboxes monitored and answered, so OTA leads convert before they go cold.
After-Hours Hotel Support
Overnight and weekend front-desk coverage for calls and messages your on-site team can't take outside working hours.
Airbnb Guest Support
Round-the-clock guest support for short-term rental hosts and serviced apartment operators, with check-in help, issues, and FAQs handled.
Back-Office Guest Operations
Night audit, OTA reconciliation, and guest-billing support handled daily, so revenue leakage gets caught instead of buried in next month's close.
Not sure which service fits? Read our comparisons or view pricing.
Where to Start
Match your gap to the right service.
| Your current gap | Best starting service |
|---|---|
| Missed calls during busy hours | Hotel Answering Service |
| Booking inquiries not answered fast enough | Reservation Support |
| Overnight or weekend gaps | After-Hours Support |
| Slow Booking.com or Expedia replies | OTA Inbox Management |
| SMS, WhatsApp, or email guest messages | Guest Messaging |
| Airbnb or Vrbo guest communication | Airbnb Guest Support |
| Night audit or OTA payout issues | Back Office Operations |
The Difference
Not a generic call center.
Most outsourced support is built for volume, not hospitality. We built ours the other way around.
Generic call center
- Shared agents juggling unrelated industries
- Scripted answers with no property knowledge
- No visibility into what was actually said
- Treated as a cost center to minimize
GuestSquad
- Agents trained specifically on your property and policies
- Familiar with hospitality terms, rate logic, and OTA workflows
- Every call and message logged and reported back to you
- Treated as an extension of your front desk, not a vendor
Useful Resources
Practical guides before you decide.
Checklist
Booking.com and Expedia Message Support Checklist
Response-time targets, pre-booking standards, complaint handling, and escalation rules for OTA inboxes.
Read checklist →
Template
Hotel Guest Messaging SOP Template
Document your channels, response targets, brand voice, and escalation rules before handing messaging off to any team.
Read template →
Questions
Choosing the right coverage.
Which GuestSquad service should my property start with?
Most properties start with whichever gap is costing them the most right now. After-hours coverage is the most common starting point for hotels that are losing overnight calls. OTA inbox management is the fastest win for properties whose response time on Booking.com or Expedia is dragging down their ranking.
What is the difference between hotel answering, reservation support, and after-hours support?
Hotel Answering Service is the broadest call-answering layer: every inbound call, any hour. Reservation Support focuses specifically on booking calls, quotes, and modifications. After-Hours Support covers the overnight and weekend window when your team is not on-site. Many clients use all three together for complete coverage.
Can we combine multiple services into one coverage plan?
Yes. Most clients cover more than one gap: a common combination is after-hours calls plus OTA inbox management, or reservation support plus guest messaging. Plans are built around your actual channels and hours, not a fixed bundle.
Do you cover both calls and messages?
Yes. GuestSquad covers phone calls, SMS, WhatsApp, email, OTA inboxes (Booking.com, Expedia, Airbnb), and in-app messaging from supported PMS or guest-messaging platforms.
How does GuestSquad escalate issues to our team?
Escalation rules are agreed with your team during onboarding. You specify what can be resolved directly, what should be logged for morning review, and what triggers an immediate notification to your on-call contact. Nothing is escalated without the context your team needs to act.
Stop losing bookings to silence.
Book a coverage review and see exactly how GuestSquad would cover your reservations, messaging, and after-hours calls.
Qualified properties can start with a 2-week pilot before moving into month-to-month coverage.