Part of full management
Guest communication handled. You are not disturbed.
Every message, enquiry, check-in instruction and review response managed on your behalf - seven days a week. The platforms reward fast, professional communication with better rankings. We make sure you get them.
What we manage
Every guest interaction, from first enquiry to final review.
Enquiries and pre-booking questions
Every guest question answered promptly and professionally. We know how to convert enquiries into confirmed bookings - including handling guests who are comparing multiple properties.
Check-in instructions and arrival information
Timed messages sent to every guest ahead of arrival: access codes, parking, house rules, local recommendations. Consistent every time, personalised to the property.
Mid-stay queries and issues
Guests occasionally have questions or problems mid-stay. We handle all of them. You are not called. If a maintenance issue needs coordinating, we manage that too.
Review responses
Every review - positive or critical - receives a considered professional response. This signals to future guests and to the platforms that the property is actively and professionally managed.
Booking management across platforms
Bookings come in across Airbnb, Booking.com and other channels. We manage all of them from a single channel manager - no double-bookings, no missed messages.
Performance reporting
Your monthly report includes response rate, average review score and a summary of any guest issues raised. Full visibility without any day-to-day involvement.
Why it affects your income
Guest communication is not just customer service. It is a ranking signal.
Properties managed by Gough Groves maintain Airbnb Superhost status - which requires a 90%+ response rate, 4.8+ average review score and consistent booking fulfilment.
How it works in practice
You are contacted when a decision needs you. Not before.
Most guest interactions - check-in questions, local recommendations, minor mid-stay issues - require no landlord involvement at all. We handle them and you find out in your monthly report.
If something genuinely requires your input - a significant maintenance spend, a dispute that may affect a booking, anything with a financial or legal implication - we bring it to you clearly, with context and a recommendation.
- Pre-booking enquiries answered within the hour
- Automated check-in instructions sent 24 hours before arrival
- Mid-stay messages triaged and resolved same day
- Check-out messages and review requests sent automatically
- All reviews responded to within 48 hours
- You receive a monthly summary, not daily notifications
“I used to dread my phone going off on a Friday evening. Since switching to Gough Groves I genuinely forget I have a short-let property for weeks at a time. Everything is just handled.”
“My previous manager would forward guest messages to me to deal with. That is not management. Gough Groves handle everything - I only hear from them when it actually matters.”
Common questions
Questions about guest communication management.
Do I need to respond to any guest messages myself?
How quickly do you respond to guest enquiries?
What happens if a guest has a problem during their stay?
Do you respond to reviews?
Is guest communication included in your management fee?
Get started
Find out what your property could earn under full management.
Guest communication is included in our full-service management. Get a free projection and find out what your property could earn with everything handled for you.
Takes under 1 minute · No commitment required · Derbyshire specialists