STR on-call services?

Question

Does anyone have recommendations for an STR on-call service (not full property management), which will handle basic guest communication during their stay and handle organizing repairs (i.e. calling a plumber, HVAC, etc. ... not actually doing repairs themselves)? I have not been able to fund much about this on the forums. It's either self-manage, or full property management, while I need something in the middle.

Some more details on my situation:

I own an STR in Gulf Shores, AL and the vast majority of it is automated. Hospitable syncs calendars and automates guest messages (check in / out, etc.), Pricelabs sets the prices, ResortCleaning automatically notifies the cleaning team for turnovers. All that I do is answer guest messages, and call other people to repair things if needed. I would like to outsource this last task, so that I do not need to worry about always being available and within phone service. The work here is minimal, but it does require someone to be available 24/7.

Has anyone been able to successfully outsource this part of STR management? Would a virtual assistant be a good option?

John Underwood · Answer

I was thinking of a VA also.

Like Luke said have business hours and get back to people when your "open".

They can call 911 for a real emergency.

Drew Sygit · Answer

Use Upwork to find some

Tyler Winget · Answer

You should look into something called CoHost Market - it's a marketplace where local hosts market themselves and their generalized fee structure for managing your property.

I've found this to be helpful in a case like yours where you're looking for minimal work. But your hurdle may be with 24/7 overwatch, in which case, I'd agree with others in recommending you visit Upwork and finding a virtual assistant that can become your right-hand.

Good luck!

Luke Carl · Answer

Sounds like a property manager to me? Why would you need to be always available? There are no 3rd party property managers that are going to reply after business hours. Why should you? I don't.

Matthew Metros · Answer

@Matthew Welk Happy to make an intro to the answering service team at CS Outsource that does our late-night support.

They help with 24/7 emergency support, overnight coverage, troubleshooting issues, dispatching approved vendors & local staff, tracking and managing maintenance work orders, and other back-office tasks.

Matthew Welk · Answer

Thank you everyone for the helpful replies! I'll take this and do some more research. Will post back with an update once we figure out our plan.

Napoleon DeCiutiis · Answer

@Matthew Welk

There are a few concierge services out here in the Panhandle that may do what you are asking for. I'll IM you their details!

Leslie Anne Morris · Answer

Look in your market.  In our market we have 'cabin runners.'  Best place to find them would probably be by networking with other owners in your market.

Carson McGee · Answer

Hey Matthew!

This service is out there, it's just a matter of connecting with the right people. My company offers full-service property management as well as a monthly subscription model. The subscription caters to individuals who want to manage the bookings but need someone to be there for guest support, troubleshooting, & vendor coordination throughout the guest's stay. We are currently only operating in a handful of markets (Kissimmee, PCB, Maui) but best of luck with your search!

Ryan Moyer · Answer

These people definitely exist.  I've seen some, hired some, but at least the ones I've seen/hired were specific to their local market.

I've never looked for a broader, nationwide one, but I'm sure they're out there.  And I'm sure there's someone offering this in Gulf Shores specifically.  It's just a matter of finding them.

Other options would be finding a full service co-host and negotiating something with them to take a smaller commission (or salary) to just handle that part of it.  I'd bet there are thousands of people out there willing to do it.

And another option, which you already mentioned, is a VA.  You would have to train them though, and I'm sure there would be growing pains.  But ultimately I bet you could make it work.

And FWIW, of course there are 3rd party property managers that will reply after hours.  I've got 15 unsolicited fliers sitting on my desk right now from PM companies that want to take over my properties and offer 24/7 guest communication and maintenance.

Bottom line, don't be discouraged, there are people out there that will do this.  It's not a typical thing so doubt many recommendations will come through and you'll have to find them.

STR on-call services?

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