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Protect rankings. Protect revenue.

Streamline Your Guest Operations

Dedicated guest operations infrastructure for professional STR and LTR managers (10-300+ units). Hospitality-trained agents execute your branded protocols across all platforms.

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  • Free Consultation

Sub-8-min response

99% SLA compliance

300+ units scaled

24/7/365 coverage

Guest Communication Bottlenecks

Slow Responses Kill Rankings

Professional STR and LTR managers face operational challenges that directly impact revenue and guest satisfaction. Hospitality operations are complex. Managing them shouldn’t be. Stop wrestling with disconnected systems.

  • Inbox Overflow
  • Response Delays
  • Reviews Risk

We prevent these daily, so your team stays focused and your guests stay confident

Common Ops Challenges

What Breaks Guest Experience at Scale

Scattered Tools

Jumping between your PMS, emails, and spreadsheets slows your team down and creates errors.

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Manual Processes

Repetitive tasks eat up hours that should go toward guest service and fast execution.

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Lost Context

Without one unified message history, guest preferences and past issues get lost in the noise.

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Inbox Overflow

Message volume spikes during peak hours, turnovers, and nights, right when teams are stretched thin.

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SLA Violations

As your portfolio grows, response times slip past targets and delays become the new normal.

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Revenue Impact

Slow replies quietly damage rankings, reviews, and bookings, costing revenue month after month.

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What You Get With Thalassa Connection

The Solution: Reliable Guest Ops, Fully Covered

Thalassa Connection brings order to guest communication, without adding complexity.
We support your team inside your current PMS and follow your SOPs to deliver fast replies, clean escalations, and consistent guest care.

Not random VAs. Not chatbots. Just trained hospitality agents protecting your reviews and revenue.

  • Sub-8-minute response target
  • 24/7/365 coverage
  • Escalations handled in minutes—not hours

Sub-8-minute response SLAs

24/7 agents reply to guests in minutes, preserving trust and SLAs.

Your SOPs, your guest tone

Tools, scripts, and language customized to match your brand.

Escalation protocols

Structured steps for clear owner updates, service alerts, and manager follow-ups.

Coverage that scales with your portfolio

Flexible, consistent 24/7 support, even as you rapidly expand.

Our Business Verticals

How It Works

From first call to full handoff in under 2 weeks — this is how we onboard.

Discovery Call + Setup

We review your portfolio mix (STR, LTR, or both), PMS, and communication volume to map your current workflows, response protocols, and escalation rules.

SOP & Tone Alignment

We align on response rules, workflows, escalation rules, protocols and brand or property tone.

Secure System Access

Role-based PMS or property system access only. No tenant-facing credentials.

Coverage Goes Live

Your guests and tenants are supported 24/7 with defined escalation paths.

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Our Business Verticals

What We Handle for You, Daily

We handle the essential guest communication tasks every day, following your exact tone and SOPs to protect your ratings and revenue.

  • 24/7 guest messages and on-brand replies

Fast responses using your scripts and tone, so your team stays focused.

  • Escalations handled in minutes

Clear paths for service issues, emergencies, and guest questions.

Coverage Plans For Every Scale

Flexible guest communication coverage aligned to your portfolio size, response targets, and escalation needs.

Essential

From $130/mo

(per property)

Best for small portfolios or off-season operations. Includes: 

Responses to:

  • Check-in & check-out instructions
  • Wi-Fi, parking, house rules
  • Basic property-related questions

Escalation to Property Manager for:

  • Maintenance issues
  • Emergencies
  • Guest complaints

Does NOT include:

  • Phone call handling
  • Coordination with maintenance or vendors
  • Refunds, discounts, or compensation approvals

Professional

From $140/mo

(per property)

  • Recommended

For growing teams that need escalations + reporting, done right. Includes: 

  • Everything in Essential Coverage
  • Guest chat support 7 days a week
  • Priority response time: within 10–15 minutes
  • Basic guest issue de-escalation
  • Post-stay follow-up message (non-review related)

Proactive messaging:

  • Pre-arrival check-in reminders
  • Check-out reminders

Maintenance intake:

  • Log reported issues
  • Notify PM or assigned dispatcher

Does NOT include:

  • Phone call handling
  • Approving refunds or discounts
  • Vendor coordination or scheduling
  • Review responses

Premium

From $155/mo

(per property)

Best for high-volume or high-end portfolios. Includes:

  • Everything in Professional Coverage
  • Guest chat + phone call handling
  • Response time SLA: under 10 minutes
  • Advanced guest de-escalation
  • Review reminders (templates provided, no public posting unless approved)
  • Automated workflows created on PMS
  • Refunds and Claims handling (after approval)

Maintenance coordination:

  • Communicate with techs or vendors
  • Schedule visits based on PM rules

Does NOT include:

  • Vendor payments

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Proven Trusted Communication

What STR, LTR Teams, and Guests Say About Our Communication

Clear, timely, and professional responses, handled by a dedicated operations team, not automation.

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The host was notably thoughtful and responsive throughout my stay. This is one of the good Airbnb apartments for sure!
Solomon SchneiderShort- term guest
Friendly and very communicative hosts. They were able to help us out with a baby pack and play which was really helpful for us to stay with a baby.
Aswin MLong-term tenant
Communication was absolutely on point. Everything was handled smoothly and professionally.
Jeanne T.Short-term guest
Consistent messaging across Airbnb, Vrbo, and Guesty changed everything. Guests think it’s our in-house team. We receive top service.
Mike R.Portfolio Manager San Diego (30 properties)
Great communication and amazing location. A very smooth experience from start to finish.
Declan T.Long-term guest
Onboarding was fast and clean. They follow our SOPs and escalations perfectly, no chaos, no missed issues. We recommend them.
Elena V.Boutique Coastal Hosts

Guest communication coverage that feels in-house, stays on-brand, and runs reliably, day and night.

FAQs

Common Questions

Quick answers to help you understand how Thalassa Connection works before you book a call.

Yes. We work inside your current PMS and follow your existing workflows, no new software required.

We support Airbnb, Vrbo, and PMS like Guesty (and others). We align to your setup during onboarding.

100%. We follow your SOPs, house rules, and guest tone so replies sound like your team—not a third party.

We use structured escalation protocols for maintenance, emergencies, refunds, and manager follow-ups—so nothing gets missed.

From first call to full handoff typically takes under 2 weeks, depending on portfolio size and SOP complexity.

Yes. Your coverage can scale as you add more properties, channels, and guest volume.

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Ready for Reliable Guest Operations?

Quick answers to help you understand how Thalassa Connection works before you book a call.

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No sales • Ops alignment only