"Hey [NAME]! Your door code is [CODE]. Head to [PROPERTY_ADDRESS] — [SPECIFIC_DIRECTIONS]. Enter the code on the keypad on the [LEFT/RIGHT] of the door. You're all set! 🔑"
"Oh no — so sorry about that, [NAME]! Let's get you in right now. First, try entering slowly: [CODE] then press the checkmark/enter. Make sure you're at Unit [UNIT] — [DIRECTIONS]. If it still doesn't work, call me right back at [EMERGENCY_NUMBER] and we'll have someone there within 20 minutes."
Escalate if code confirmed correct and still not working → locksmith dispatch needed within 30 minutes
"Hi [NAME]! Early check-in is [AVAILABLE/NOT AVAILABLE] today. [IF AVAILABLE: ready by [TIME] / IF NOT: we'll text you the moment it's ready — usually by 2pm. Great café nearby at X to drop bags in the meantime!]"
"Hey [NAME]! Parking at [PROPERTY]: [PARKING_INSTRUCTIONS]. [SPECIFIC DETAILS PER PROPERTY]. Let me know if you need directions!"
"Hi [NAME]! Can't do bag drop before the property is fully cleaned and ready — we want everything perfect. Nearby option: [LOCAL_LUGGAGE_STORAGE]. We'll text the moment it's ready! 🙂"
"Hey [NAME]! Let me check… [IF AVAILABLE: you can stay until [TIME] / IF NOT: we need the full window today — 11:30am is the latest we can do]. Thanks for understanding!"
"Hi [NAME]! Just checking in — checkout was at 11am and our cleaning team is en route. Nearly out? Just a few mins to coordinate. Thank you!"
Escalate to human ops if no response within 15 minutes. Human calls guest directly. If still no answer after 30min: contact Airbnb and prep for late fee documentation.
"Hi [NAME]! Easy checkout: [PROPERTY SPECIFIC STEPS]. Pull the door shut on your way out. That's it! Safe travels 🙏"
"Oh no! Let me check with our cleaning team now. Describe the item + where you left it and we'll look immediately. Shipping available for $[COST] or hold for 2 weeks for pickup. Back to you within 2 hours!"
"Sorry about the WiFi, [NAME]! Steps: 1) Forget + reconnect. 2) Network: [WIFI_NAME] / Pass: [WIFI_PASS]. 3) Router at [LOCATION] — unplug 30s then back in. Let me know if not fixed!"
"So sorry, [NAME]! Thermostat at [LOCATION] — set to [MODE/TEMP]. If unresponsive, try breaker reset at [LOCATION]. If still not working, dispatching maintenance — ETA [TIMEFRAME]."
Escalate if HVAC is completely non-functional in extreme weather (below 50°F or above 90°F outside). Guest comfort cannot be compromised — offer hotel if repair takes more than 2 hours.
"So sorry, [NAME]! Water heater at [LOCATION]. [PILOT LIGHT / BREAKER CHECK]. Allow 20 mins after reset. If still cold in 30 mins, plumber dispatched. Updates every 30 mins."
Escalate immediately. Dispatch plumber. If water is entirely off or there's a leak — call emergency plumber AND alert host.
"Hey [NAME]! Remote at [LOCATION]. Press Home → select [INPUT]. Streaming login on card by TV: [EMAIL / PASS]. Black screen? Unplug 10s. Happy to help more!"
"So sorry, [NAME] — not acceptable and we're on it. Photo if possible? Alerting property team now — someone today. Pest traps at [LOCATION]. Making this right."
Escalate immediately regardless of severity. Log with photos. If multiple sightings or evidence of infestation — offer full relocation + refund + schedule professional pest control within 24 hours.
"Hi [NAME]! Check breaker panel at [LOCATION] — flip any tripped switches. Full outage? Check [UTILITY_URL]. One room only + breakers fine = electrician en route. What exactly are you seeing?"
"No worries, [NAME]! Code is [CODE] on keypad. Inside lockout: manual latch at [LOCATION]. Still stuck? Call [NUMBER] — 20 mins."
"Hi [NAME]! [IF ALLOWED: Pet-friendly! $[FEE] pet fee added. Keep off furniture + clean up outdoors. Welcome! / IF NOT: No pets allowed — allergy policy. Sorry!]"
"How lovely, [NAME]! We can arrange: 🌹 Rose petals ($35) · 🍾 Champagne ($65) · 🕯️ Candles + choc ($25) · 🎈 Balloons ($45). What sounds good? Ready for arrival!"
"Hi [NAME]! Available: [PROPERTY_BABY_ITEMS_LIST]. [IF CRIB NOT AVAILABLE: rental delivery $[PRICE]/night — want me to arrange?]"
"Hi [NAME]! Grocery delivery available — $25 concierge fee + items. Send me a list! Alternatively, [LOCAL_GROCERY] is [DISTANCE] away — easy on the way in."
"Of course! Near [PROPERTY]: 🍽️ [TOP_RESTAURANT] · ☕ [TOP_CAFE] · 🍸 [TOP_BAR]. Full guide: [PORTAL_LINK]. Enjoy!"
"Hi [NAME]! Max [OCCUPANCY] total. Small gatherings with registered guests fine. No amplified music after 10pm. Quiet hours respected. Does that work?"
If guest explicitly says "party" or "event" with 10+ people: escalate to human. Do NOT permit. This violates most STR licenses and can cause major issues with neighbours and platforms.
"[NAME], so sorry — not our standard. Photo of the areas? Cleaner dispatched — there within 2 hours. And we'll make this right with a credit once sorted."
Escalate if: guest refuses cleaner, multiple serious issues documented with photos, or guest is threatening to leave or contact Airbnb. Human handles refund/credit discussion — never promise specific amounts.
"[NAME], so sorry — frustrating. [IF NEIGHBOURS: contacting them now / IF CONSTRUCTION: checking schedule]. Earplugs in drawer. Genuinely sorry."
"[NAME], I hear you and understand your frustration — not the experience we want. Making sure this gets sorted right now. What exactly is happening so I can get the right person on it immediately?"
Escalate to human immediately if: threatening language, mentions lawyer/lawsuit, or says "I'm contacting Airbnb."
"[NAME], sorry — what specifically seems different? I want to understand what you're seeing. Our photos are accurate but I take this seriously."
Escalate to human if guest provides documented evidence of material differences. Human reviews listing vs reality. If legitimate: offer partial refund or relocation. Never promise refund in AI message.
"[NAME], your comfort is top priority. What's gone wrong? 10 minutes to either fix it or find you the best solution."
Escalate to human IMMEDIATELY. Human calls guest within 5 minutes. Do not issue refunds without review. If guest leaves: document everything, review platform policies on early departure refunds.
"[NAME], understood — escalating to our guest experience team right now. Someone will reach out personally within 30 minutes."
NEVER offer or confirm a refund amount in AI messages. Human reviews the case, documents everything, and determines appropriate response per platform policy + internal guidelines.
"[NAME], sorry it's come to this. One chance to resolve directly before platform process? Escalating to senior team — contact within 20 minutes. Give us the opportunity."
IMMEDIATE escalation to senior ops. Document all communications. Gather all evidence (photos, cleaner reports, AI logs). Human responds to both guest and platform within 1 hour.
"Hi [NAME]! Thanks for the heads up — photo of the damage? Getting it assessed and fixed ASAP. Logging now, someone there [TODAY/TOMORROW]."
"[NAME], taking this very seriously. Escalating to senior management — contact within the hour. All further communication from our team directly."
STOP AI communication immediately. Flag for CEO/owner review. No further AI responses on this thread. Human only from this point. Document everything.
"LEAVE IMMEDIATELY. Call 911. Address: [FULL_ADDRESS]. [GAS: no switches, doors open as you leave]. Get to safe distance. Emergency services first."
IMMEDIATE escalation to all ops staff + host + emergency maintenance. Document incident. Contact platform within 1 hour of incident.
"Call 911 if serious. Address: [FULL_ADDRESS]. Nearest hospital: [HOSPITAL]. First aid kit at [LOCATION]. Alerting our team now."
"Turn off water main — at [LOCATION]. No electrical switches. Emergency plumber dispatched — ETA 30-45min. Move belongings if safe. Updates every 15min."
Immediate escalation + host notification. Document with photos immediately. File insurance claim same day if significant damage. Offer relocation to guest.
"Your safety first. Call 911 — address: [FULL_ADDRESS]. Lock yourself in a room. Do not confront anyone. Alerting team + authorities now."
"[NAME], [WEATHER_EVENT] warning in effect. [SPECIFIC INSTRUCTIONS]. Nearest shelter: [LOCATION]. Follow emergency services. We're monitoring. Your safety is all that matters."
"Thank you so much, [NAME] — this made our day! Loved having you at [PROPERTY]. Always welcome back in [CITY] 🏠"
"Thank you for the honesty, [NAME]. Right about [ISSUE] — already addressed. We hold a high standard and appreciate the chance to improve. Hope to exceed expectations next time."
Escalate to human to review before posting response publicly. Never argue with a negative review. Acknowledge, own it, and show action taken.
"[NAME], never acceptable. Feedback taken to management — concrete action on [ISSUES]. Welcome the chance to make it right. Reach us at [EMAIL]."
Human must write and approve this response before posting. Investigate what happened. Reach out to guest privately to attempt resolution before responding publicly.
"Hey [NAME]! [IN-UNIT: Washer/dryer at [LOCATION], detergent under sink / LAUNDROMAT: [NAME] at [ADDRESS], [DISTANCE] away, open [HOURS]]."
"Hi [NAME]! Trash at [LOCATION]. [RECYCLING INSTRUCTIONS]. Pickup day: [DAY], by curb before 7am."
"Hi [NAME]! Packages to [FULL_ADDRESS]. [MAILBOX/DELIVERY SPECIFICS]. Include your name + [UNIT] on address."
"Hi [NAME]! 💊 [PHARMACY] · 🏥 [URGENT CARE] · 🚑 [HOSPITAL]. Hope all is okay!"
"Hi [NAME]! Property professionally managed by Ospito — full-service hospitality team, available 24/7. Anything I can help with?"
| Situation | Severity | AI Response Time | Escalate To | Human Response Time |
|---|---|---|---|---|
| Standard request (WiFi, directions, etc) | S1 Routine | < 60s | — | — |
| Minor amenity issue (TV, light bulb, etc) | S1 Routine | < 60s | Ops if not resolved | 2 hrs |
| Cleanliness complaint | S2 Elevated | < 60s | Ops + Cleaner | 30 min |
| HVAC / plumbing failure | S2 Elevated | < 60s | Ops + Maintenance | 30 min |
| Refund request | S3 High | < 60s | Senior Ops | 30 min |
| Aggressive / threatening guest | S3 High | < 60s | Senior Ops | 5 min |
| Platform dispute opened | S3 High | < 60s | Senior Ops + Host | 5 min |
| Legal threat | S4 Critical | < 60s | CEO / Owner | Immediate |
| Safety emergency (fire, flood, injury) | S4 Critical | < 60s | 911 + Full Team | Immediate |
| Media / press inquiry | S4 Critical | < 60s | CEO | Immediate |