Not all guest messages are created equal. The key is knowing when to let AI handle the conversation and when to bring in a human.
AI excels at repetitive, informational questions. Where's the Wi-Fi password? How do I turn on the hot tub jets? Where's the firewood? These are FAQ moments that guests want resolved immediately, not in 45 minutes when someone on your team comes back online. The average response time in short-term rentals hovers around 55 to 60 minutes, even for basic questions. When a guest receives an accurate answer in 15 seconds, that's not just efficient for you. It's the ultimate guest experience.
But AI should not handle issues or revenue opportunities. When a guest is experiencing a problem, whether it's trouble connecting to Wi-Fi or something more serious like a leaky pipe, the priority shifts from speed to resolution. An errant automated response can turn a small problem into a major one, tanking guest sentiment and jeopardizing reviews and repeat bookings. If there's an issue, a phone call or direct involvement from you or an agent is time well spent.
Revenue opportunities also demand human attention. If a guest is inquiring about extending their stay, asking for flexibility, or exploring upgrades, that conversation could add hundreds of dollars to a reservation. A five-minute exchange that generates $500 in additional revenue is one of the highest-value uses of your time. The bot might be capable of handling it, but a human brings empathy, nuance, and the ability to close the deal in ways that machines simply can't replicate yet.
Test your automation platform to see how it responds in negative or urgent situations. If it tries to solve the problem without escalating or notifying you, it's doing you a disservice. For more on balancing automation with human touch, explore what it takes to automate your STR business.
Topics: question=What guest messages should AI handle versus a human in a short-term rental? • intent=guest communication