Before coming to this page, please read the Rezzy AI Overview and the Rezzy AI Setup & Configure support articles, as those articles cover the normal workflow. While not comprehensive, this article provides a list of questions not found elsewhere.
- What if Rezzy says the wrong thing?
- After the beta is over, can I control when automatic replies are sent?
- Does Rezzy work with Airbnb, Vrbo, and other channels?
- What does Rezzy cost?
- What if I already use another messaging or AI host?
- Can Rezzy create tasks?
- Can I edit or remove tasks created by Rezzy?
- Do Tasks replace my cleaner/maintenance scheduling?
- Can I assign tasks to other staff members?
- What kind of tasks can Rezzy detect?
- Can Rezzy respond to guests in languages other than English?
- How do I train Rezzy to respond to common questions?
- What's the difference between FAQ's and Directives?
What if Rezzy says the wrong thing?
You stay in control. You can review messages and set clear rules about what Rezzy can say. Also, during the beta period, Rezzy will be in "Draft Mode" which means each automatic reply is created as a draft that you have to review and approve before it is sent. Good AI is not "built", it's trained, and we've spent a lot of time training Rezzy to find the correct information from the existing bookings and properties in OwnerRez.
You can train Rezzy by enhancing your property information and adding FAQ's.
After the beta is over, can I control when automatic replies are sent?
Yes, there will be a mode you can set, and that mode will have scheduling options so that you can customize certain hours/days of the week when it is answering. Outside of that time, you will still be able to generate suggested answers or have drafts generated for your review.
Does Rezzy work with Airbnb, Vrbo, and other channels?
Yes, Rezzy is a core part of OwnerRez and built directly into our app. It is a core part of the Unified Inbox and our messaging system, and it will analyze/answer any message that comes in, no matter the source.
What does Rezzy cost?
Rezzy is free to use right now while we're in beta mode. Before the public release, we will announce the pricing model. It will be similar to our other premium features.
What if I already use another messaging or AI host?
Rezzy is designed to be the one and only AI tool you need for messaging within OwnerRez. It analyzes every message that comes through OwnerRez, regardless of source. As such, it is not designed to watch or notice what other AI tools say in response to your messages. If you are running other AI tools, you must pause those to try out Rezzy. Otherwise, you run the risk of both Rezzy and the other AI tool responding simultaneously.
Can Rezzy create tasks?
Rezzy analyzes every guest message for actionable items — like special requests, issues, or needs — and automatically turns them into trackable tasks.
Can I edit or remove tasks created by Rezzy?
Yes. You’re always in control. Tasks can be accepted, edited, reassigned, or deleted. In fact, we've built an entire Task menu that will show you tasks and let you mark them as complete, ignore them, or write notes and attachments. Soon, you'll be able to assign them to members of your staff as well.
Do Tasks replace my cleaner/maintenance scheduling?
Not entirely — but it adds a powerful layer by catching what your schedule might miss, like surprise requests or last-minute problems. You can certainly use it (manually) to create cleaning or maintenance tasks on your own.
Can I assign tasks to other staff members?
Not yet, but soon. That's a very important update that we are already actively working on. Rezzy will also be able to assign tasks to certain team members based on its knowledge of who does what on your staff.
What kind of tasks can Rezzy detect?
Everything from 'extra blankets' to 'WiFi not working' to 'we’re checking out late' — and much more. You're going to be surprised at how good it is, so request access today to get on the list!
Can Rezzy respond to guests in languages other than English?
By default, Rezzy responds to guests in English, but responds in the guest's language if they use a different language.
How do I train Rezzy to respond to common questions?
We are always improving Rezzy's general training, but she needs to know everything about your properties -- information, how your processes work, how you interact with guests.
If Rezzy encounters a question she can't find the answer to, she'll notify you with a task and suggest adding property details or FAQs so she can answer that question automatically in future.
To train Rezzy, provide as much information you can in the property area -- amenities, descriptions, etc. and create Property FAQs that Rezzy can learn from.
You can test Rezzy's responses by posing common guest questions in the Rezzy Sandbox.
What's the difference between FAQs and Directives?
Rezzy has three main data sources: your property listing info, Frequently Asked Questions (FAQs) and Directives.
Property listing info is the amenities, photos, descriptions etc. that you have configured in the Property area.
Frequently Asked Questions (FAQs) are things guest often ask. Stuff like "Where's the closest corner store?" or "How do I get the grill to light?". Common questions you might include in your guest manual or post in a list on your website.
Directives -- also known as Standard Operating Procedures (SOPs) -- are guidance to Rezzy on how to handle specific situations and what to tell the guest in those circumstances. Things like "Handling utility outages", "Handling broken items", "Handling early check-in requests", "Handling missing keys", "Handling lost and found items", etc.
Directives will not be shared with the guest directly but give Rezzy instructions to follow when she's responding to the guest and provide a level of additional actions that she's allowed to perform without deferring to you.
Keep in mind Rezzy's capabilities when writing directives and guide her about how/when/and what to respond to the guest. Make sure to be clear and don't leave out any steps. Write a procedure as you'd describe it to an employee that was a bit new and needed each detail explained to them.
Examples of directives and guidance:
Handling Utility Outages
Follow basic diagnostic steps (have you turned it off and back on again?) first to make sure the issue is ongoing. If the guest reports no hot water, ask if it affects all faucets and showers. If there's a power outage, have them check the breaker box and figure out if it's a full or partial outage.
Handling Broken Items
Express empathy and apologize for the inconvenience to build rapport. Gather details and photos to assess cause—normal wear, guest fault, or pre-existing.
Handling Early Check-In Requests
Early check-in is on a case by case basis and must be requested within 2 days of arrival. If more than 2 days before arrival, point out the timeline to the guest. Otherwise escalate a task to check availability of early check-in.
Handling Missing Keys
If the guest isn't able to use the keypad, tell them where to find the hide-a-key: under the willow tree. If they're still not able to gain access, give them the urgent response number: (123) 456-7890.
Handling Lost and Found items
Collect precise item details (type, brand, color, last location, photo). Avoid promising recovery, outline return/shipping options (guest covers cost of $25).