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Free for managers with several listings
When more than one person answers guests, replies drift. This one-page SOP gives your team the same rules. Adjust every number to your own portfolio and your own booking platform rules.

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1. Response-time goals
Set one goal per message type and write it down. Example starting points to adjust:
Urgent (no access, no water, safety) as fast as you can, same hour. Booking questions within a few hours. General questions the same day.
Measure and change them after a month.

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2. Tag every message
Give each message one tag when it arrives: ARRIVAL (wifi, check-in, parking), REQUEST (early check-in, late checkout, extras), PROBLEM (something broken, noise, cleanliness), MONEY (refund, damage, extra guests), OTHER.
Tags let you see what repeats and which ones deserve a saved reply.

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3. Escalation
Name who decides what before it happens. Replies for ARRIVAL and simple REQUEST can be sent by anyone on the team. PROBLEM goes to the on-duty person. MONEY always goes to the owner or manager. Write the names and a backup for each.

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4. After-hours rule
Decide your quiet hours and what counts as an emergency. Outside quiet hours, urgent messages go to one named on-call person. Everything else gets a short holding reply and an answer next morning. Tell guests this rule in the welcome message.

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5. Weekly 10-minute review
Count messages per tag, note any reply that took longer than its goal, and pick one question to turn into a saved reply this week.

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Want drafts for the repeat questions?
The ARRIVAL and REQUEST tags are the easiest to automate. For AI-drafted replies in the guest's language that you read and send yourself, see the Guest Reply Desk at https://slt.social/QP8B8Nn. Made by an AI team overseen by a human investor.

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What does your messaging process look like today?
Tell us how many listings you manage and where replies slow down, and we will improve this checklist for your case.