HOW IT WORKS

A clear guest journey from confirmed booking to check-out.

The exact timing can be adapted to the operator, but the principle stays the same: the guest knows who is supporting them, receives clear information before arrival and has one reliable point of contact during the stay.

On booking

You introduce me

The host lets the guest know that their guest manager will be in touch before arrival.

2–4 days before

A friendly hello

For longer, more complex or special-request stays, I confirm details early.

24–72 hours before

Arrival information

Directions, access and key property information are shared clearly before check-in.

During the stay

One thread for support

Guest questions and operational issues are handled through the agreed channel, often WhatsApp.

After checkout

Clear handover

Any open guest issue is recorded and handed over clearly. Where Operations Partner support is included, cleaner or maintenance follow-up continues as agreed.

HUMAN-TO-HUMAN

What it feels like for the guest.

The process is structured behind the scenes. The conversation itself should never feel scripted.

Example guest conversation · WhatsApp

Hi James, I’m Stanislava, your guest manager for your upcoming stay. I’ll be your point of contact for arrival and anything you need during the stay.

Thanks! Our flight lands quite late — is that a problem?

Not at all. I’ll make sure your self check-in instructions are clear, and I’ll note the late arrival on the booking.

Great, thank you.

Example operations tracker

Illustrative data only

Every arrival, request and open issue in one place

Arrives	Property	Guests	Special request	Guest contact	Status
Mon 19 Oct	Long Acre	2	Late arrival	WhatsApp sent	Ready
Tue 20 Oct	Neal Street	4	Baby cot + towels	WhatsApp sent	Confirmed
Thu 22 Oct	Floral Street	3	Early arrival	Due tomorrow	Follow up

CHANNELS

WhatsApp-first where it fits your operation.

I have previously worked with confirmed guests primarily through WhatsApp. Better Hosted can follow the operator’s agreed post-booking setup — WhatsApp, platform messaging or a PMS — without taking over the listing itself.

Operational guest support

Arrival and access
Property questions
Special requests
Cleaner-related guest issues
Maintenance communication

Formal platform matters

Refunds and compensation
Cancellations
Payment disputes
Damage claims
Booking-term disputes

These are directed back to the host and the relevant booking platform.