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Hostahome
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Airbnb guest communication service

Every stay starts with a conversation.

From the first enquiry to the final check-out, we handle guest questions and arrival details, with communication available 24 hours a day, seven days a week.

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Person taking a call and making notes at a desk

What this covers

Included on every agreement option.

The management service is identical on every plan — only the agreement term and rate change.

  • Answered around the clock

    Guest communication is handled 24 hours a day, seven days a week.

  • Before arrival

    Enquiries, booking questions and the practical detail a guest needs to decide — layout, access, parking, suitability — answered before they commit.

  • Check-in information

    Arrival instructions, access detail and the house information sent ahead of the stay, so guests are not working it out on the doorstep.

  • During the stay and at departure

    Questions, requests and problems are handled while the guest is in the property, and departure detail is confirmed at the end of the stay.

  • A clean handoff to property care

    When a message turns out to be a maintenance issue, it becomes a job rather than a thread — passed to property care with the detail already gathered.

How it works

The guest journey, from enquiry to departure

An example guest journey.

Illustrative example

“What time can we arrive, and is there parking nearby?”

Happy to help — we’ll confirm your arrival details and send parking information for the property.

The questions that decide a booking

Guest communication is the running conversation around a stay: the enquiry, the arrival detail, the question during the stay and the departure message. Most of it is practical. Is there parking? Is the second bedroom really a double? Can we arrive late?

Answers need to be accurate rather than encouraging, so a guest arrives expecting the property you actually have.

Because the same team maintains the listing, the answer a guest gets matches the property they will walk into.

Person replying to messages on a phone beside a laptop

What happens when something goes wrong

Something will occasionally go wrong during a stay. What matters is whether the guest is answered and whether the issue reaches the person who can fix it.

Messages that describe a property problem are passed to property care with the detail already captured, so the repair conversation does not start from scratch. Airbnb's own review guidance sets out how reviews work and what hosts and guests can expect.

A prepared entrance hallway with arrival information ready for guests

Support for guests. More time for you.

We answer the messages and take the next step when a guest needs help, keeping the day-to-day conversation off your plate.

  • Enquiries handled for you
  • Arrival detail sent ahead
  • Questions handled during the stay
  • Issues routed to property care

Owner reviews

From Hostahome property owners.

Hear from the owners whose properties we manage.

4.9out of 5
Read reviews on Google
“Working with Hostahome has been genuinely hands-off. From onboarding to day-to-day management, everything has been handled professionally. Communication is quick, and they've been proactive in dealing with any issues that come up. The property has been consistently occupied and performing well. Would definitely recommend to other landlords looking for a reliable and transparent management company.”
Aaron L.Property owner · via Google

Review 1 of 3: Aaron L.

Questions

Guest communication, answered plainly.

Do I ever have to speak to guests?

Guest communication is handled 24 hours a day, seven days a week. Enquiries, arrival details and anything that comes up during a stay are handled by us, not by you.

How quickly are guests replied to?

Guest communication is covered 24 hours a day, seven days a week. We do not publish a guaranteed response time, because the honest answer depends on the message and the hour it arrives.

Who sends check-in instructions?

We do. Access detail and arrival instructions are sent ahead of the stay as part of the standard communication around every booking.

What happens to a complaint made during a stay?

It is answered first, then assessed. If it describes a property issue it is passed to property care as a maintenance job, and significant work is brought to you for approval before it proceeds.

Can you guarantee good reviews?

No. Reviews are written by guests and neither we nor a host can control or remove an honest one. Good communication and a well-prepared property make a fair review more likely, which is the most that can truthfully be claimed.

Do you communicate in other languages?

Communication is handled in English. We would rather say that plainly than imply a multilingual service we do not currently offer.

Related services

Explore Airbnb and short-let management in London, Manchester, Hertfordshire and Berkshire, or view all our management areas.

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Next step

Let’s talk about your property.

Tell us about your home and your plans. We’ll review its suitability and explain how management would work for you. No obligation, and an honest answer if it is not the right route.

Request a property reviewRead the full owner FAQ