Vacation rental mgmt co.
Ketchum, ID — 2 agents live
Active
Contractor
Hailey, ID — 2 agents pending
Setup
Client
Vacation rental management co. — Ketchum / Sun Valley, ID
Operation
42 properties across Ketchum, Sun Valley, Elkhorn — ~180 guest inquiries/week during peak ski season (availability, rates, amenities, check-in, snow conditions, hot tub status, pet policies, early/late checkout)
Bottleneck
Property managers drowning in repeated guest questions during winter peak. After-hours inquiries from guests in different time zones sat unanswered until morning. Summer festival season created a second spike with different questions (bike storage, trail access, event parking). Two managers burned out in one year.
Solution
Guest intake agent answers availability, amenity, and check-in questions instantly — 24/7. During peak season, the agent handles the top-of-funnel inquiry volume. A separate maintenance-report agent triages guest issues by urgency and routes to the right property manager. Complex cases (billing disputes, damage claims, special requests) escalate to a human with a full context summary.
Status
Live • 7 months
✓
Result: Guest response time dropped from 4.5 hours to under 3 minutes. 91% of routine guest questions handled by the agent without human touch. Zero missed bookings during the last winter peak. One property manager role repurposed to guest-experience oversight instead of inbox triage.
The maintenance-report agent caught 14 urgent issues (frozen pipes, heating failures, lockouts) during after-hours that would have waited until morning under the old system. The team now starts each day with a shortlist of items that need a person — not 180 unread messages.
● Based in Hailey — onsite visits available