How an Airbnb host automated guest communication, achieved 24/7 support coverage, and improved response times by 80% using AI voice technology.
An Airbnb property manager with 12 listings was drowning in guest communication. Potential guests would call at all hours asking about availability, amenities, check-in procedures, and local recommendations. Missing a single call often meant losing a booking to a competitor.
The host was spending 4-5 hours daily answering repetitive questions via phone and messages. Weekend and evening inquiries went unanswered for hours, resulting in lost bookings. Current guests also struggled to reach the host for urgent questions about Wi-Fi passwords, parking, or checkout procedures.
Key Pain Points: Missed calls during off-hours (40% of inquiries), Repetitive questions consuming 4-5 hours daily, Slow response leading to lost bookings, Unable to scale to more properties due to time constraints
We deployed an AI Voice Receptionist that answered all incoming calls 24/7, provided property information, checked availability in real-time, shared check-in details, and captured booking requests instantly—all while sounding natural and helpful.
Real-time calendar integration to check property availability and pricing for specific dates during the call.
Answered common questions about amenities, parking, pet policies, local attractions, and house rules.
Provided check-in codes, Wi-Fi passwords, and parking instructions to confirmed guests automatically.
Collected guest details and sent booking links via SMS, capturing interested guests before they called competitors.
Documented all property details, amenities, policies, and created a comprehensive FAQ based on common guest questions.
Connected the AI agent to Airbnb's calendar API, pricing system, and booking management platform for real-time data access.
Trained the AI on hospitality language, tested with real guest scenarios, and refined conversation flows for natural interactions.
Went live with 24/7 support, monitored all calls for quality, and continuously improved based on guest feedback and interaction data.
24/7 guest support with zero missed calls
response times (instant vs 2-4 hour average)
in booking conversion from phone inquiries
saved on repetitive guest communication