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.
Guest Squad covers reservation calls, OTA inbox management, guest messaging, after-hours hotel support, and back-office operations — the channels where independent hotels, boutique properties, and short-term rental operators most commonly lose bookings or fall behind on response time. Each service runs on your rates, policies, and escalation contacts. Start with the gap that is costing you most right now and add coverage as your operation grows.
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.
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
Guest Squad
- 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 →
From the Insights
Research behind these services.
OTA Rankings
What Happens to Your Hotel's OTA Ranking When You Reply Slowly
Booking.com tracks your reply score as a direct ranking input. Here's exactly how slow responses move your listing down — and what recovery actually looks like.
Read insight →
After-Hours Coverage
Why Hotels Still Miss Bookings After Hours Even When Demand Is Strong
Strong demand doesn't stop when the front desk closes. Here's why independent hotels lose bookings overnight, what the AHLA staffing data says, and how to close the gap without hiring a night shift.
Read insight →
Operations
When a Hotel or STR Should Outsource Guest Communication — and When It Shouldn't
Outsourcing guest communication makes financial sense under specific conditions. Here's how to evaluate whether the model fits your property, what you gain, what you give up, and when to keep it in-house.
Read insight →
Questions
Choosing the right coverage.
Which Guest Squad 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. Guest Squad 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 Guest Squad 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 Guest Squad would cover your reservations, guest messages, OTA inboxes, and after-hours calls.
Qualified properties can start with a 2-week pilot before moving into month-to-month coverage.