Your 24/7 
guest call centre

Who do I call if I need help, KeyNest or GuestCare?

Each GuestCare property manager has their own dedicated line. If you are a KeyNest customer and need assistance with your check-in, please call XXX.

Is GuestCare only for properties with a KeyNest Point?

GuestCare is available for any property, whether you use our KeyNest Points or not. We will follow your protocol at all times. If using our KeyNest Points, it makes it easier to handle lockouts and last-minute bookings by storing a spare set at the nearest a 24/7 KeyNest Point, as we can give them access without having to call you.

How do guests know they’re contacting the right team?

Each GuestCare property manager has their own dedicated line. Our team knows which guest is calling, for which company or property, based on the phone number dialled by your guest.

How well does GuestCare know my property?

Each customer has a detailed protocol. You can add property-specific information and submit your existing training materials, notes, or FAQs if necessary. We will convert them into clear internal processes, or we can work with you to build one from scratch.

Is this a chatbot or an AI-based system?

No. All interactions are handled by experienced, human customer service professionals, with an average of 5+ years of experience in hospitality and Airbnb guest support. We don’t use AI.

How involved do I need to be once it’s set up?

You can be hands-off after the initial onboarding (sharing protocols and property info). The GuestCare team follows your instructions and only contacts you when necessary.

What happens if an issue arises with a guest?

Our team independently handles minor issues, questions, and general guidance. If something falls outside the agreed protocol, we’ll alert you promptly. We also take a thoughtful approach. Suppose a non-urgent matter arises and the guest seems comfortable waiting. In that case, we’ll hold off on contacting you until the next morning, ensuring a smooth guest experience and minimal disruption.

Is there a limit to how many calls GuestCare can handle?

There is no daily or nightly limit. GuestCare is designed to fully replace or complement your in-house customer service, including nights and weekends.

Can I tailor the service for my property portfolio?

Absolutely. Whether you manage 10 or 200 properties, we can customise protocols per property and accommodate any specific instructions you need.

Who will be handling my portfolio?

We will have a dedicated team assigned to work the agreed-upon hours that have been trained on your protocol and PMS.