Flawless Guest & Tenant Operations, Without Hiring, Training, or Chaos
24/7 professional communication coverage for short-term rentals and long-term portfolios, built for real property operations.
- Brand-aligned guest replies
- SOP-driven escalation handling
- Coverage that scales with your portfolio
Coverage Overview
What We Handle For You
We manage daily guest and tenant communication so your internal team can stay focused on operations, maintenance, and growth.
- Guest & tenant inquiries
- Booking, lease & access communication
- Maintenance request intake
- Platform & system messaging
- Issue triage & escalation routing
Designed for STR, LTR, or mixed portfolios.
Onboarding Process
From Call to Coverage in Under 2 Weeks
A simple, structured handoff that keeps your guest experience consistent from day one.
Discovery Call + Access Setup
We review your portfolio mix (STR, LTR, or both), platforms, and communication volume.
SOP & Tone Alignment
We align on response rules, escalation triggers, 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.
Escalation Handling
Escalations Without Chaos
Most communication breakdowns happen during edge cases, not routine messages. We’re built to handle those moments correctly.
How escalation works:
- Clear escalation thresholds by issue type
- SOP-based routing (maintenance, billing, access, policy)
- Owner or property manager visibility when required
- No guessing, no over-escalation
Designed to work the same for short-term guests and long-term tenants
We Handle
- Routine guest & tenant communication
- Standard questions & clarifications
- Check-in / check-out and move-in / move-out instructions
- Platform & system messaging
- Pre-approved SOP-based responses
We Escalate
- Maintenance issues beyond defined SOPs
- Lease or policy exceptions
- Financial disputes or payment concerns
- Safety, compliance, or liability-related issues
- Situations requiring owner or manager approval
Questions about escalation thresholds? We’ll walk you through them on a quick call.
Built-in brand consistency
Your SOPs. Your Guest Tone.
- On-brand replies
- Pre-approved tone & rules
- Human-tone messages (never AI)
Reliable Coverage, Day and Nigh
Coverage That Protects Guest & Tenant Experiences
Start with guest messaging coverage. Scale support as your portfolio grows, without losing response speed or consistency.
Coverage Windows
24/7 chat coverage, 12-hour max response
Response Targets
Multiple service levels available, based on your volume and coverage needs.
Overflow Coverage
Extra support during peak check-ins, weekends, and guest surges.
What You Get With Thalassa Connection
We Work Inside Your PMS
We operate directly within your existing systems, no new tools, no workflow disruption.
Who This Is For
Built for Professional STR and LTR Operators
Thalassa Connection is designed for serious property managers who need reliable, scalable guest operations, not ad-hoc VA help or generic call centers.
Growing Portfolios (10–50 units)
You’ve outgrown owner-managed messaging and need consistent coverage without building an in-house team.
Scaling Operations (50–300 units)
Message volume is increasing, and response speed, reviews, and consistency are becoming operational risks.
Multi-Market & Enterprise Teams (300+)
You manage complexity across regions or brands and need dependable execution inside your existing systems.
If guest or tenant communication affects your reviews, revenue, or team bandwidth, this is built for you.
Coverage Tiers
Coverage Levels for Real Operations
Choose the level of guest coverage that matches your portfolio size and response requirements.
Essential
Growing Portfolios
From $130/mo
(per property)
Best for small portfolios or off-season operations. Includes:
- Onboarding (documentation review and/or creation)
- Guest chat support via booking platforms (like Airbnb, VRBO, etc.) and direct booking channels
- Coverage 7 days a week (16 hours daily)
- Standard response time: within 15–20 minutes
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
Professional
Scaling Ops
From $140/mo
(per property)
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
Premium
Multimarket/Enterprise
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
Portfolio-based pricing. Built for 10–300+ units. Free coverage assessment included in all plans.
Standard Coverage Across All Levels
- On-brand replies
- SOP enforcement
- Secure system access
- SLA tracking
Extended Coverage Options
- Dedicated escalation paths
- Custom workflows
Not sure which plan fits?
After You Choose Coverage
From Plan Selection to Live Guest & Tenant Coverage
We align on your portfolio, systems, escalation rules, and communication standards to ensure coverage fits how you operate.
Coverage Review
We review your portfolio, platforms, response expectations, and escalation boundaries to ensure coverage aligns with how you operate.
Includes:
- Portfolio & platform review
- Response expectations alignment
- Escalation scope confirmation
SOP Alignment
Your brand voice, house rules, and workflows are applied directly within your existing systems, without disrupting your operational stack.
Includes:
- Brand tone & messaging guidelines
- SOP and house rule enforcement
- Secure role-based access setup
Active Coverage & Stabilize
Coverage begins with defined response targets, clear escalation paths, and ongoing visibility to ensure stable, reliable operations from day one.
Includes:
- Live guest messaging coverage
- SLA tracking and quality checks
- Ongoing performance monitoring
Most teams are live within 7–14 days, depending on portfolio complexity.
- No long-term contracts required
- Free coverage assessment included
Testimonials
Trusted by STR, LTR Teams and Guests Alike
Real results from property managers who needed fast replies, clean escalations, and consistent guest care.
⭐ Response time is an operational advantage
Answering Your Questions
Frequently Asked Questions
How do you access and manage guest or tenant messages?
We work directly inside your existing PMS and messaging platforms using secure, role-based access.
No shared passwords, no external inboxes, and no disruption to your current stack.
Do guests or tenants know communication is outsourced?
No. All messages are sent using your brand voice, rules, and tone, following your SOPs. Guests and tenants experience us as part of your internal team.
What do you handle vs. what gets escalated?
We handle routine communication and pre-approved scenarios end-to-end.
Anything outside defined SOPs, such as policy exceptions, financial disputes, or safety issues, is clearly escalated according to agreed rules.
No guessing. No over-escalation.
How are escalations handled?
Escalations follow predefined thresholds by issue type (maintenance, billing, access, compliance).
When escalation is required, the right person is notified with full context — not noise.
The process works the same for STR guests and LTR tenants.
How fast does coverage begin after I choose a plan?
Most teams are fully covered within 7–14 days, depending on portfolio size and SOP complexity.
Coverage only begins once expectations, escalation rules, and tone are fully aligned.
Is this service suitable for both STR and LTR portfolios?
Yes, we support short-term guest communication and long-term tenant messaging, each with their own workflows, priorities, and escalation paths.
Do you use AI to respond to messages?
No guest or tenant receives AI-generated replies.
All responses are handled by trained agents following your approved messaging and SOPs.
How do you ensure response speed and consistency?
Each plan includes SLA-driven response targets, overflow coverage during peak demand, and ongoing quality checks to ensure consistency across properties.
Are there long-term contracts?
No long-term contracts are required.
Coverage is portfolio-based, flexible, and designed to scale with your operations.
What happens if my portfolio grows or changes?
Coverage can be adjusted as your portfolio grows, markets expand, or workflows evolve.
We adapt the scope, not force you into a rigid structure.
Clear scope. Clean escalation. No operational surprises.
Let’s Review Your Coverage Needs
We’ll review your portfolio, confirm the right coverage level, and outline next steps, no obligation.
- Free coverage assessment included
- No long-term commitment