Hello everyone, Happy OR user here! We use Dynamic Pricing, but not AI buddy (or equivalent) for items mentioned in this week’s article regarding industry news. I do have “standard replies” go out regarding check-in info etc, and have been asked a few times: “We thought this was only AI, and wanted to reach out to see if there’s actually anyone there”. Does anyone that uses AI to directly communicate with renters have any good feedback on this? I like the concept, but wouldn’t mind here from an actual PM that is using it. 

Thanks as always!

Harald

fostershaegetaways.com

Hi Alisa, after much research, I'm using an AI messaging tool and have found it helpful, although there are some frustrations. They aren't nearly as good as OwnerRez when it comes to taking feedback/improving their product.

I realize the idea of having AI respond to guests can be a polarizing topic, but AI messaging tools have a lot of functions, even if PMs don't have it automatically responding to guests. Here are some of the benefits I've found:

1. It sends me (and/or the property owner if I choose) action items that come up in the OTA chat to WhatsApp, even if you don't have AI auto-responding. Real example: New action item: The guest would like to add a second night to their reservation (February 7th to 8th). 
   Property/guest: XXXXXXX/XXXXX XXXXXXX.
   Status: Incomplete.  If you had AI messaging auto-replying, you'd receive these WhatsApp messages when human action is needed.
2. It tracks guest sentiment for all bookings and gives an AI summary. Real Example: Sentiment: Positive: The guest explicitly mentioned that they had a very good stay and expressed gratitude and friendliness throughout the conversation, despite noting a minor issue with the door handle.
3. It can automatically draft replies to guest messages which is a great time saver. The draft is also what AI would have automatically sent so it's a good test in the beginning. I use these drafts for properties with high nightly rates where I don't want to have AI auto-replying. I just click a button and it drafts a conversationally aware message using my tone/conversation style and full property knowledge that I can then edit and/or just send. When I'm with my kids, even just one instance of being able to click a button to draft a message and immediately send makes it worth the monthly cost. 
4. I do use the auto-reply function for properties that have low nightly rates. I've manually added a lot of information about the property and how to respond to the "knowledge base" and feel it's trained pretty well. The property I'm testing the 24/7 auto-messaging on is also 6 time zones ahead so it's great for overnight. I can also decide for each property how I want the AI to respond if it doesn't know the answer, e.g., Defer to host Ex. "...the host will assist once they're back online..." Defer to team Ex. "...I'll have to check with the team..." Embody host Ex. "...I will check and get back to you..." Share direct contact Ex. "...please contact the host at..." Do not respond. We've gotten a lot of compliments/positive feedback in reviews for being responsive and helpful. I'd have to imagine it also keeps the Airbnb algorithm happy to always respond within a few minutes.
5. There is a feature to upsell gap nights although I still do this manually with templates. The AI tool doesn't have a way to send both upsells (before and after) at the same time in a single message, so it has to be two separate messages at different times which seems clunky.
6. Everything can be customized at the property or portfolio level. So you can tell it to be polite and concise for all properties but only tell it to use Celsius/meters for a specific property if you have a mix of US/EU properties.

This doesn't intend to be a comprehensive list, but I wanted to share some of my thoughts on AI messaging and the potential value it brings, even if you don't remove the human component to messaging.

p.s. We use dynamic pricing as well. If anyone is reading this and doesn't use dynamic pricing - you need to!