Guests hear what is happening
We keep the guest informed while the right vendor, cleaner or manager takes action.
For professional vacation rental companies
Your guests need an answer. Your managers need their time back.
SolvedWell handles guest messages and maintenance follow-up for vacation rental companies, with one point of contact and a team behind them.
Your local team does the on-site work. You approve spending and refunds. We handle the messages, follow-up and handover during your agreed coverage.
What changes for your team
The work between “reported” and “resolved” gets an owner.
Your software can record a problem. SolvedWell does the updating, coordinating, escalating and checking needed to finish it.
Managers stop chasing every update
One accountable person follows the issue, records the next step and checks that it happened.
Problems close with a clear record
Completion, approvals and escalation history stay documented for your team and owners.
Where we can begin
Guest support that keeps going after the first reply.
Start with a defined guest-support shift and the repair or cleaning follow-up that comes with it. These are examples of the work, not promises about your results.
During a stay
The AC stops cooling
We flag the urgency, route the spending decision, coordinate HVAC, update the guest and confirm the visit solved the problem.
Before check-in
The home is not guest-ready
We confirm the recovery plan, coordinate the cleaner or maintenance vendor and watch the deadline until readiness is confirmed.
When money is at risk
A guest asks for a refund
We assemble the timeline, document what was done and route a complete record to the person authorized to decide.
Anonymized operating experience
Support continued as one vacation-rental portfolio grew from roughly 40 to 80+ units.
The team supported guest messaging and issue resolution, refund follow-up, maintenance and housekeeping coordination, vendor communication and daily operations as the portfolio expanded.
This describes relevant team experience. Client identity and property details remain private.
How it works
You make the decisions. We handle what happens next.
Agree the coverage
Choose the properties, channels, hours and workload we will handle.
Handle the messages
We answer guests and follow up with your cleaners and maintenance team.
Escalate
Your team decides when authority is required.
Confirm
We verify the outcome and close the record.
Defined workloadIncluded messages and issues, with a clear limit
Clear coverageAgreed properties, hours and channels
Clear approvalsYour team approves spending, refunds and policy decisions
Daily handoverWhat is done, what is open and who acts next
Accountable, not anonymous
One point of contact. A managed team behind them.
You do not have to recruit, train and supervise a new hire yourself. SolvedWell manages the agreed work, quality checks and backup. Your point of contact keeps the handover clear, with a lead available for escalations. Technology helps the team, but people remain responsible.
Tell us what needs coveringThe same resolution model can be scoped for resident maintenance, vendor scheduling, owner approvals and work-order closure.
Frequently asked questions
Clear scope before work begins.
We stay focused, but we will not dismiss a real STR problem simply because it is not written on a service list.
What exactly do you handle?
Guest messages, access questions, guest complaints and the follow-up around maintenance or cleaning issues, within agreed hours and channels. We keep guests updated, contact your local team, track the next action and confirm what happened. Revenue management, listing optimization and on-site repairs are not included in this service.
Will we have a dedicated specialist?
You have a named point of contact, with lead oversight and agreed backup from SolvedWell. That does not mean a full-time person works exclusively for you. We agree the workload and coverage before you start; exclusive coverage needs its own scope and price.
What if our biggest STR problem is not listed here?
Show us where the work keeps stalling. If SolvedWell can own the follow-through and be accountable for a defined result, we will scope it. If the problem needs a different specialist, we will say so.
Do you replace our team or software?
No. We work inside the agreed process with your existing team, vendors and systems. Your tools hold the information. SolvedWell provides the accountable follow-through.
Who approves refunds, spending and safety decisions?
Your authorized team does. We gather the facts, route the decision and carry out the approved next step. We do not take financial, safety, policy or property authority away from you.
Can you cover evenings, weekends or 24/7?
Tell us the gap you need covered. We confirm a specific schedule, time zone, workload limit and backup plan in your proposal. Extended or 24/7 coverage needs a separately staffed plan; it is not automatically included.
How do we start?
We discuss what your team needs covered, then give you a fixed-fee scope for the first 30 days. It lists the properties, channels, hours, workload limit, approvals and reporting. You know the ongoing monthly fee before deciding to start.
Do you work with residential property managers?
Yes. Residential maintenance uses the same resolution model, with resident, vendor and owner coordination instead of guest-stay and turnover pressure.
Talk about guest support
What would you like off your team's plate?
Tell us what needs covering. We will reply by email to see whether we can help and arrange a short call if it makes sense.
- A real conversation about your operation
- Clear hours, workload and monthly fee before you commit
- No need to calculate savings to get in touch