Hosted Chat Communication: Streamlined Process for Better Guest & Owner Support

🎯 Subject & Goal

The purpose of this article is to explain Hosted Property communication processes at Hosteeva. Our main goal is to reduce unnecessary back-and-forth messages and avoid endless communication loops. Instead, owners should directly handle operational issues with their guests, while customer support agents focus on core responsibilities.

🏡 What is a Hosted Property?

A Hosted Property is a service type at Hosteeva where the owner uses Hosteeva’s software to manage their properties and reservations.

• Hosted properties are marked with an H icon on the timeline for quick identification.
•  
• In WhatsApp group chats, Hosted properties include the ⚠️ symbol in the group name. For example: ⚠️Brook Road INN⚠️.

✅ What Hosted Owners Can Expect

Owners of Hosted properties receive 24/7 professional support from Hosteeva’s Customer Support Team on the following topics:

• Reservations
•  
• Cancellations
•  
• Extensions
•  
• Payment status
•  
• Relocation requests
•  
• Availability changes (must follow procedure; if unsolved issues exist, direct owners to contact their account manager)
•  
• Reputation management (based on Hosted Inventory doc)
•  
• Emergencies requiring immediate action

💡 Important: Customer Support Agents must stick to this list. Any other questions outside this frame—or non-reservation related issues—should be escalated by tagging the account manager in the chat.

🔑 Key Note for Guest Check-In

Once the guest has checked in, the Hosted Property owner is responsible for all operational matters, including:

• Maintenance
•  
• Damages
•  
• Door lock issues
•  
• Any problem requiring local team involvement

What Support Agents Should Do:

• Check the Hosted Inventory doc: If needed, create a Work Order (WO).
•  
• Post in the relevant chat group (except for listed exceptions).
•  
• Always redirect the guest to the phone number in the check-in instructions for the fastest solution.

🚨 Special Case: ⚠️Ocean Pier 3, OFP 1907, MB⚠️ requires both internal posting and guest redirection.

🏨 Hosted Property Types

1. Hotel-Type Properties

Examples: Hotel Groups, Hotels

For hotel-type Hosted properties:

• Support agents handle reservation-related questions (reservations, extensions, payments, etc.).
•  
• If a checked-in guest reports an operational issue:
  1. Ask the guest to go directly to the front desk.
  2.  
  3. Do not post on Hosted Support or Hotel Management chats.
  4.  
  5. Mark the case as Attention Needed/Challenging (per Hosted Inventory doc) or for refund purposes.
  6.  
  7. Create a Work Order if the Hosted Inventory doc indicates it.

2. Individual Listings

Examples: Brook Road, Mountain View Condos (Tennessee), and all other non-hotel listings

For individual Hosted properties:

• Support agents handle reservation-related issues (reservations, extensions, payments, etc.).
•  
• If a checked-in guest reports an operational issue:
  1. Instruct the guest to contact the property manager/local team representative using the number in the check-in instructions.
  2.  
  3. Do not post in Hosted Support or Hotel Management chats.
  4.  
  5. Mark the case as Attention Needed/Challenging or for refund purposes (mandatory).
  6.  
  7. Create a Work Order if specified in the Hosted Inventory doc.

⚠️ Important Reminder for All Agents

Before posting questions in Hosted Group Chats:

1. Review previous messages in the chat.
2.  
3. Double-check all resources (Property Amenities, Notes, Google, Hosted Inventory doc).
4.  
5. Avoid asking redundant questions that have already been answered.

This ensures smoother communication, faster problem-solving, and a more professional experience for both guests and owners.

🌟 Example in Action: Doormat Vacation Rentals

A clear example of these principles in action comes from Doormat Vacation Rentals.

Their Head of Sales & Marketing Strategy, Taylor Fehlman, shared how Hosteeva’s support impressed them from the start:

“It’s incredible how Hosteeva operates. They’re 10 times our size — and that’s exactly what we aspire to be. We’ve learned so much from how they work and how they take care of their clients.”

For Doormat, Hosteeva’s communication and support were not just helpful. They became a lesson in how to scale with excellence — combining speed, professionalism, and genuine care.

🎥 Watch the full Doormat Vacation Rentals video here: https://www.youtube.com/watch?v=XWm7R0v3oxE

✨ Final Thoughts

By following these streamlined Hosted Chat Communication processes, Hosteeva reduces delays, avoids repetitive communication, and ensures every guest receives timely support. Owners are empowered to handle operational matters directly, while Hosteeva’s support team focuses on what they do best—delivering fast, reliable assistance for reservations, payments, and emergencies.

🖥️ Book your online demo here to learn more.