Guest Messaging: Virtual Assistants vs AI

[Alex Shelley]

Hi Everyone. My portfolio has grown to the point that myself and team should no longer be doing all of the guest messaging and we need to outsource. How do those of you with bigger STR portfolios manage guest communications? My questions is do I use AI to filter all the easy questions or just use a VA? or Both? Any insight, software recommendations, or recs on where to find a great VA would be greatly appreciated.

[Andrew Street]

We use a mix of both. AI handles the common/quick questions through our PMS, and a VA manages anything that needs a personal touch.