How do you handle phone calls from guests? (10 listings, drowning)

[Andrey238]

Started a small VRM company about 8 months ago, currently 10 listings under

management. Things are growing but I'm getting destroyed by phone calls.

Guests calling at all hours about lockbox codes, WiFi passwords, AC issues,

you name it.

My VA covers 9am-1pm EST but evenings and weekends fall on me, and my cell

is ringing into bad-review territory.

Trying to figure out my setup before I scale to 20+ listings.

Questions for bigger operators:

1. How many calls/day do you actually get from guests? Or do they mostly

message through Airbnb/VRBO app?

2. Who picks up after-hours? Owner, virtual assistant, call center?

3. What does a missed call actually cost you. Lost booking, bad review, both?

4. Anyone using AI/automation for the phone side, or is it all human?

Just trying to avoid losing my mind. Thanks.

[Emiel1]

@Andrey238 

I have 5 rooms listed over 2 locations.

I live near the locations.

My guests can only contact me via Airbnb message system.

I never make phone calls with guests.

I do not even own a mobile phone (only a land line).

I only use the website.

Hosting can be simple just by limiting communication options.

[Shelley159]

Hi @Andrey238 you don't seem to be listed as a co-host on any listings?

[Paula]

Hello @Andrey238, I hope you are doing well.

Thanks for posting in the Community Center. Is your listing under another account? Have you considered using Airbnb messaging with scheduled, pre-written quick replies for common questions like wifi, passwords, and access codes?

Regards,