The Benefits of a Virtual Concierge System for Vacation Rentals
POSTED BY Petar Ojdrovic ON Tue, May 14th 2019, 04:41 PM
The Benefits of a Virtual Concierge System
Virtual Concierge platforms such as Home Service can provide guests with rich conversational and contextual information which can save hosts time and provide guests with the information and support they need the moment they need it.
In the past few generations, it has been well documented that guests and customers have demanding expectations when it comes to customer service and support, whether it’s at a vacation rental or a hotel. In step with broader customer behavior, people have shown a growing desire to more self sufficient, and to discover things for themselves. With the advent of vacation rentals and the rise of self-discovered experiences, traditional concierge services are impossible. However, virtual concierge platforms can provide instantaneous access to information in a relatable, intuitive, and friendly way.
Why is a Virtual Concierge platform important?
A virtual concierge is a conversational AI platform which guests can talk and text with to get the information they need, order amenities and services, and get smart, contextual suggestions about what to explore and do. Additionally, a virtual concierge, unlike its real-life counterpart isn’t restricted to a front desk - it’s always within reach of the guest, whether it be through a smart speaker like Alexa, or through their phone.
Virtual Concierge platforms offer an incredible amount of utility for both the hosts and manager who deploy it, and for the guests who use it on a day to day basis. For hosts and managers, the ability to easily automate routine customer interactions and engagement can save quite a bit of time, and the insights and feedback gained from such systems are incredibly important in developing their offering further, and making smart decisions about what they can do to improve customer satisfaction and retention.
Guests, on top of getting all the information and support they might need, also save quite a bit of time, and can reduce their own frustration by not having to wait for a host or concierge to get back to them with answers to the questions they have.
What sorts of things is a Virtual Concierge used for?
A virtual concierge can be used for all sorts of interactions within the establishment. In essence, they are used to facility quick interactions between guests and hosts, with examples like the following:
• Promoting curated attractions.
• Offering insider tips and tricks.
• Helping guests when they check in to find the things they need - towels, toilet paper, cleaning supplies, etc.
• Making bookings and reservations with partnered establishments.
• Planning experiences.
• Extending a stay and taking care of administrative duties.
Host Benefits #1 - Saving time and money.
Vacation rental hosts are generally very busy people, and many of them have additional jobs and commitments on top of managing their properties. Any time saved by using a virtual concierge is time which they can spend on far more important and profitable things. Rather than tying up hosts with questions about the area and property, guests can use the virtual concierge system and their leisure and convenience.
Host Benefit #2 - Driving satisfaction.
Figuring out what guests like and don’t like, and responding to it quickly is proven to drive 5-star reviews. On a platform like AirBnB where an average of four stars can get you kicked, keeping guests happy is absolutely critical. Because people are generally very candid when they talk to an AI or virtual concierge, we can use this data to provide hosts with actionable insights which they can implement to reduce some of the more pressing concerns.

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