Guest request management
Your guest has a problem. Who is taking care of it?
“There’s no hot water.” Reading the message is the first step. Someone needs to know which property is affected, who can help and whether the issue has been resolved. Those details are hard to track when reception, property managers and local teams work across separate chats.
A vacation rental assistant needs to distinguish a question it can answer from a request that needs a person. Rentevo connects the two: it uses property information to answer guests and opens a team task when human help is needed.
A useful answer and a team action serve different needs
If a guest needs heating instructions, the assistant can look them up in the property’s Knowledge Base. A reported fault or a request that needs approval calls for a team decision. Saying “we’ll take care of it” does not organize the work.
In Rentevo, a request for human help appears in To do with a description and the available conversation context. Open it, check the property and return to the messages to see what the guest has already explained. Your team has a task to work on without copying the request into a separate list.
From message to follow-up: a practical example
Illustrative workflow, not a real conversation or a promised response time.
The guest reports an issue
“There’s no hot water at Harbour House.” When the assistant requests human help, the issue becomes a task linked to the available context.
Your team decides what to do
The manager reads the request, decides who can handle it and chooses to keep it internal or approve a handoff to a configured recipient.
The outcome is recorded
The person handling the work updates its status and outcome. Before confirming that everything is resolved, your team checks what actually happened.
Keep open requests visible to your team
Extra towels, an access issue and a broken appliance need different responses. To do lets you search tasks and filter by property, status, source and priority. From the detail view, a manager can update the work and follow its history.
The inbox is where you communicate with the guest. To do tracks what your team needs to carry out. Keeping both views helps the next person on shift understand what has been said and what still needs doing.
Handle it internally or involve a local contact
In Settings, the Operational network brings together companies on Rentevo and WhatsApp contacts, along with their skills. You can specify who handles different kinds of request. If there is no clear destination, the request stays available for a manager to assign.
External handoffs require approval by default. Review the recipient and content, then choose Approve and forward or Handle internally. A connected company sees the work in its workspace after approval. For a WhatsApp contact, you open the prepared message, send it yourself and record that it was sent.
This gives the recipient a clear task. Availability and the visit time still need to be agreed: an open task does not mean a technician is already on the way.
Prepare the information that helps your team assess an issue
Start with one property: add useful instructions to the Knowledge Base, check the PMS connection and configure your Operational network recipients. The Octorate and Lodgify integrations connect Rentevo to data and conversations available in your PMS; WhatsApp and the digital guest guide chat provide additional ways for guests to reach you.
For recurring situations, define what the assistant can explain and what needs a person. Gather operating instructions, rules for extra requests and guidance on who can approve an exception. Property-specific information is more useful than a generic “contact support”.
Check the handoff as well as the answer
Test Mode lets you assess AI replies without automatically sending them to guests, including for an individual property. Check an everyday question and a request that needs your involvement, so you can see where the assistant should stop and bring you in.
In Try AI, a request for human help creates a real task labelled Test · Try AI and can notify you on Telegram when configured. External handoffs require your explicit confirmation. Use these cases to check the workflow; reply testing does not turn manual sends into simulations.
Try the conversation, then explore your team workflow
This is the same interactive demo as our homepage, using a sample property. Try the assistant’s replies here; book a guided demo to explore To do and handoffs to your own team.
What it costs to get started
Try Rentevo for 15 days. The published plan is €9 per property per month, VAT included, for up to 10 properties; larger portfolios receive custom pricing. Meta’s WhatsApp messaging charges are separate. Any technician or service provider visit is arranged with the person or company carrying it out.
Practical questions
Does Rentevo only handle FAQs?
No. It can answer using property information and open a request for human help when needed. Your team tracks the work in To do and remains responsible for decisions and on-site visits.
Does every local contact need Rentevo?
No. You can use external WhatsApp contacts: review and manually send the prepared message. Companies connected on Rentevo receive the work in their own workspace.
Does opening a request confirm a visit to the guest?
No. It records the need so your team can organize the next step. The responsible person must confirm who will attend, when they can arrive and any cost before presenting those details as final to the guest.
Bring a real guest request to your demo
Choose a situation that currently means calls or messages to local contacts. We’ll look at the information needed, who should make the decision and how to track the work through to its outcome.
Book your Rentevo demo