Does Short-Term Rental Accommodation Require 24/7 Management?
The short-term rental market has transformed the way people travel, offering guests unique stays and greater flexibility. For hosts, property owners, and property managers, this shift brings new operational challenges. One key question is whether managing short-term rental properties requires round-the-clock, 365-day-a-year availability—or if a more selective, triaged approach is just as effective.
In this article, we’ll explore why clear communication and expectation management are critical, examine what genuinely constitutes an emergency, and outline strategies for managing non-urgent issues outside of regular business hours. We’ll also consider different management approaches—including self-management, full-time outsourced property management, and outsourced out-of-hours support—as well as the potential role of AI in the future.
Effective Communication and Expectation Management
Guests often understand that short-term rentals don’t come with the same level of on-site support as a hotel, where a front desk is available 24/7. However, they may still expect a certain level of service. Establishing clear lines of communication helps manage these expectations from the start.
Setting expectations about availability, issue-reporting procedures, and response times is essential. Many hosts use a “virtual reception” model or messaging system, allowing guests to contact someone if necessary. However, it’s helpful to have boundaries, such as defining a cut-off time for non-emergency responses. For example, informing guests that issues reported after 9 pm will be addressed the next morning (unless it’s an emergency) can help reduce non-essential after-hours queries.
A proactive approach can also reduce late-night calls. For example, by setting a cut-off time for check-in—say, 9 pm—and encouraging guests to inspect the property upon arrival, you increase the likelihood that any initial concerns are raised early, reducing the risk of interruptions for minor issues later in the evening.
Defining Emergencies in Short-Term Rentals
If you’re unsure about the need for 24/7 availability, it’s essential to define what constitutes an emergency. Emergencies generally fall into three main categories:
Health and Safety Hazards – Any issue that poses an immediate risk to guests’ health or safety, such as a gas leak, electrical fault, or fire hazard, should be treated as an emergency.
Property Damage Risks – Major leaks or structural issues that, if left unattended, could cause further damage or costly repairs should also be addressed urgently.
Security Concerns – Security issues, such as break-ins, unauthorised access, or disturbances that compromise guests’ sense of safety, are also classified as emergencies. For example, if a guest reports that someone unauthorised is attempting to enter the property, or if there’s evidence of tampered locks, these situations require immediate attention to ensure guest security.
Non-urgent matters, such as a slow-dripping tap, broken television, or missing kitchen items, don’t fall into these categories and can typically be addressed during regular business hours. Establishing these distinctions helps reduce unnecessary after-hours calls and ensures that both guests and property managers are aligned on what genuinely requires immediate attention.
Triaging Issues: Separating True Emergencies from Non-Essential Concerns
A structured triaging system can be invaluable for prioritising guest requests, allowing managers to allocate resources effectively. When a guest reports a problem, property managers can assess its severity and determine whether immediate action is required. Here are some useful triaging methods:
Photo and Video Verification – Asking guests to send photos or videos can provide valuable context and help managers determine the urgency of the issue. For instance, if a guest reports a “major water leak,” a photo or video might reveal whether it’s a genuine flood or a minor drip. If it’s the latter, the guest could be advised to place a bowl underneath it until morning.
Assessing Impact on Stay – Evaluating how an issue affects the guest’s experience can guide the response. For example, a broken refrigerator may need urgent attention if guests have perishable food items, while a broken lamp can likely wait until daylight hours.
Time-Based Prioritisation – Implementing a specific cut-off time for non-emergency concerns (e.g., 9 pm) helps guests understand when they can expect assistance. Issues reported after this time can be noted and addressed the next morning unless they present an immediate risk.
Using these triaging methods ensures genuine emergencies are prioritised while non-urgent issues are handled in a timely manner, preserving resources and reducing unnecessary costs for non-essential late-night interventions.
Cost Implications of Night-Time Emergency Responses
Responding to guest concerns after hours can be costly, particularly for individual hosts or smaller property management operations without a dedicated on-site team. Emergency contractors often charge extra for out-of-hours work, and frequent night-time responses can significantly impact profitability, especially if many of these calls turn out to be non-urgent.
By limiting after-hours responses to genuine emergencies, property managers can reduce costs and create a more sustainable operation. A clear policy, communicated to guests, helps prevent misunderstandings and sets realistic expectations about availability.
Balancing Emergency Response with Reputation Management
Reputation is crucial for short-term rental operators. Negative guest experiences can lead to poor reviews, which can impact future bookings. A common reputational risk is dealing with disruptive guests, particularly those hosting parties. Such incidents can disturb multiple guests if the property is part of a block of serviced apartments, resulting in numerous complaints.
In these situations, a swift and decisive response is essential. If a disturbance escalates to the point of breaking house rules or affecting other guests, involving local authorities, such as the police, may be necessary. Following up with affected guests to address any inconvenience they experienced helps protect your property’s reputation by showing guests that their comfort and safety are a priority.
The Role of AI in Streamlining Guest Management
AI technology is rapidly evolving, offering promising tools for property managers to handle guest interactions more efficiently. AI-driven virtual assistants can respond to frequently asked questions, guide guests through self-help solutions, and escalate urgent matters based on keywords and urgency indicators in the guest’s message.
AI can also assist with emergency triaging. By analysing language and identifying keywords that suggest urgency, an AI assistant can prompt guests to provide additional information, such as photos or videos, to help assess the situation. For instance, if a guest reports a “break-in attempt” or “flooding leak,” the AI can prompt them to share further details, ensuring a timely and appropriate response if the situation requires human intervention.
Beyond emergency triaging, AI can analyse historical data to identify common issues or peak times for guest requests. This predictive capability allows managers to address potential issues proactively or adjust staffing to better handle peak times, ultimately improving the guest experience and reducing operational strain.
Different Approaches to Managing Short-Term Rentals
Hosts and property managers have several options for managing their short-term rental properties, each offering different levels of involvement and flexibility. Whether self-managing, outsourcing entirely, or only outsourcing specific tasks, property owners can choose the approach that best fits their resources and priorities.
Self-Management – Self-managing the property allows for direct control over operations, guest interactions, and issue responses. This approach may suit hosts who live locally and have the time to manage guest requests directly. However, it requires a significant time commitment, especially for handling after-hours emergencies, which can be demanding without a dedicated support team.
Full-Time Outsourced Property Management – In this model, an external management company handles all aspects of property management, from guest communications and cleaning to emergency response. This full-service approach is ideal for owners who prefer a hands-off experience, allowing professionals to handle day-to-day operations and emergency situations. However, it typically comes with a higher cost, as management fees often range from 10% to 30% of rental income.
Outsourced Out-of-Hours Management – For those who prefer to manage their properties themselves but want support for night-time and weekend issues, outsourcing just the out-of-hours service can be a good compromise. Specialist companies or virtual reception services can handle after-hours calls, filtering non-emergencies and ensuring only genuine emergencies reach the property manager. This approach offers flexibility, allowing hosts to maintain primary control of their property while ensuring that emergencies are handled, even outside of regular hours.
Each approach has its pros and cons, so choosing the right one depends on factors like the host’s location, time availability, budget, and comfort with managing guest issues.
Finding the Right Balance
For hosts and property managers, balancing guest satisfaction with operational efficiency is a complex challenge. While a 24/7 management solution may not always be necessary, effective communication, triaging, and clear emergency response protocols are essential for maintaining high standards of service without overextending resources.
By defining what constitutes an emergency, setting clear time limits for non-urgent issues, and leveraging AI tools for support, property managers can focus on addressing genuine priorities, reducing unnecessary costs and strain on the team. Proactive reputation management, including a plan for handling disturbances and security concerns, is also crucial to ensuring guest satisfaction and protecting the property from potentially damaging reviews.
Ultimately, there is no one-size-fits-all approach to managing a short-term rental, and the chosen strategy should align with the property’s unique needs and guest expectations. Whether through self-management, full-time outsourced management, or partial outsourcing, each host can implement a solution tailored to their business goals. However, this decision is about more than simply achieving work-life balance—it’s about creating long-term, sustainable processes that allow the business to thrive in a competitive market. By establishing these foundations, property owners and managers can ensure the longevity and success of their rental operations, positioning themselves for growth and adaptability in an evolving industry.
