In this tier, monitoring expands from overnight-only support to a full 24/7 structure across approved guest messaging channels.

We monitor approved guest channels across all hours, using documented coverage and backup protocols.

Every guest contact is reviewed and classified based on urgency, guest impact, escalation need, and approved response authority.

Every guest message is classified so urgent issues, routine questions, and escalation-needed situations are handled appropriately.

Guestsmiths uses approved templates, property-specific instructions, house rules, access guidance, and written authority limits to respond consistently.

Guest responses follow your approved property rules, response library, and authority limits.

Routine guest questions are answered from approved instructions when possible. Items needing owner input are tracked and routed.

Routine guest questions are handled from approved instructions, and unresolved items are tracked for follow-up.

Each property has a documented playbook covering key guest instructions, access notes, house rules, escalation contacts, and property-specific response guidance.

Each property receives a documented playbook so guest support is property-specific, not generic.

Guestsmiths maintains clear written boundaries around what can be handled directly and what must be escalated.

We document decision boundaries before go-live, so urgent situations do not become guesswork.

Guestsmiths provides a monthly summary of guest activity, message themes, issue types, and operational patterns.

You receive a monthly view of guest activity, recurring questions, and issue patterns.

Guestsmiths monitors approved guest communication channels all hours, all days, using documented coverage protocols.

Guestsmiths provides true 24/7 guest message monitoring and response across approved channels.

Guestsmiths follows client-approved lockout instructions, such as smart lock troubleshooting, backup access instructions, approved contact routing, or escalation to the designated owner.

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Guestsmiths does not invent access solutions or authorize unsafe alternatives.

We follow your approved lockout protocol so access issues are handled consistently and escalated when needed.

Guestsmiths routes emergency-sensitive or urgent issues to the approved client contact, property contact, vendor contact, or emergency contact according to the escalation map.

We use your approved escalation map so urgent issues reach the right person quickly.

Guestsmiths can route issues to vendors from the client’s pre-approved vendor list, subject to written instructions and spending authority rules.

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Guestsmiths does not authorize spending above approved limits or hire unapproved vendors.

We can route issues to your approved vendors according to your written instructions and spending limits.

Guestsmiths documents the backup coverage process before go-live so guest response does not depend on one person’s availability.

We document backup coverage before launch so guest messages are not dependent on one person.

Guestsmiths maintains an incident log for guest contacts, including issue type, time received, response taken, escalation status, and next step.

We keep an incident log so you can see what happened, how it was handled, and what remains open.

Guestsmiths provides a weekly recap covering what happened, how issues were handled, what remains open, and what needs the client’s attention.

You receive a weekly operations recap showing guest issues, escalations, open items, and next steps.

Guestsmiths monitors approved review channels such as Airbnb, VRBO, Google, or other agreed sources and alerts the client when a new review appears.

We monitor approved review channels and alert you when new guest feedback appears.

Guestsmiths provides a monthly report covering response times, incident volume, issue categories, guest communication patterns, escalation trends, and review-score trends where available.

You receive a monthly report showing response activity, issue categories, guest patterns, and review trends.