Answer guest questions from your house guide
Common guest questions get a sourced draft reply, and anything unusual goes to the host.
Customer support · Property management · When something happens · Updated
Works with
- Slack
- Gmail
- Microsoft 365
- Superhuman Mail
- Calendly
- Cal.com
Slack
Gmail
Microsoft 365
Superhuman Mail
Calendly
Cal.comHow do you answer guest questions faster?
To answer guest questions faster, point Maito at the house guide for each listing. When a guest emails the workspace address, Maito finds the answer in the guide, checks the booking calendar, and drafts the reply in Slack. If the guide does not cover the question, it asks you and adds the answer to the guide.
How it's done today
The host repeats directions, Wi-Fi details and rules.
What Maito does
- Read the guest's message and booking
- Find the answer in the approved guide
- Draft a sourced reply
- Route exceptions to the host
Example
Loop run: New email from Dave, Lakeview Cabin
Dave (Lakeview Cabin, Oct 23 to 26, 4 guests) asked two things. 1. Parking. The guide says 2 spaces by the cabin plus street parking on Ridge Road, no trailers. They have 2 cars, so that's fine. 2. Early check-in at 12. The guide covers standard check-in at 4 PM only. It's not answered, so I left it open. Catch: the booking calendar shows a guest checking out Oct 23 at 11 AM, so the cleaner is booked 11 to 2. A noon arrival won't work, and 2 PM might. Draft reply: parking answer plus "we're checking on early arrival and will confirm tomorrow." Waiting for you to approve before anything is sent. Source: the house guide and the booking calendar.
@Maito offer 2 PM, no earlier. Send it.
Sent: parking details and early check-in at 2 PM. I added a note in the guide that 2 PM is possible when the cleaner is done by then, so I can answer it next time.
Maito (6:44 PM):
Dave (Lakeview Cabin, Oct 23 to 26, 4 guests) asked two things.
1. Parking. The guide says 2 spaces by the cabin plus street parking on Ridge Road, no trailers. They have 2 cars, so that's fine.
2. Early check-in at 12. The guide covers standard check-in at 4 PM only. It's not answered, so I left it open.
Catch: the booking calendar shows a guest checking out Oct 23 at 11 AM, so the cleaner is booked 11 to 2. A noon arrival won't work, and 2 PM might.
Draft reply: parking answer plus "we're checking on early arrival and will confirm tomorrow." Waiting for you to approve before anything is sent.
Source: the house guide and the booking calendar.
Kate (6:50 PM):
offer 2 PM, no earlier. Send it.
Maito (6:51 PM):
Sent: parking details and early check-in at 2 PM. I added a note in the guide that 2 PM is possible when the cleaner is done by then, so I can answer it next time.
How to set it up
- Ask your agent
“When a guest emails maito@northstar.example, find the answer in our house guide for their listing and draft a reply in #guests. If the guide doesn't cover it, ask me.”
- Connect email
- Gmail
- Microsoft 365
- Superhuman Mail
- Connect booking system
- Calendly
- Cal.com
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It answers from the guide and the calendar only. It will not share door codes ahead of the check-in message or make exceptions to your house rules.
Questions
Not unless you tell it to. By default it drafts each reply in Slack and waits for your approval.
It leaves that part open, asks you in Slack, and can add your answer to the guide so the next guest question is covered.
It can read your booking calendar through Calendly or Cal.com, so it can warn you when an early check-in clashes with a cleaning.
