Service

Your guests are our responsibility

We take it on for you, from booking to check-out.

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What we take on

01Guest communication

The next guest question doesn’t have to interrupt you.

  • Messages daily 8:00 to 23:00
  • Phone around the clock
  • Email, WhatsApp, SMS
  • Airbnb and Booking.com messages via email

Our team works with a system that knows the case. How we keep track

Why us and not on your own.

Guests want to reach their host. Covering seven days quickly gets expensive.

  • 01Quality

    Quality that doesn’t depend on one person.

    • Standards are written down, not in someone’s head
    • Coordination and handovers are part of the system

  • 02Expertise

    Experience from hundreds of properties.

    • We know the typical cases
    • We know what to do

  • 03Predictable costs

    Seven-day coverage, at a fixed price per property.

    • In our experience, seven-day coverage takes at least two full-time hires, more like 2.5
    • Fixed price per property
    • Every additional property costs the same
    • No role you have to build up first

We know the daily work. We take it on.

We look after guests ourselves and know where operations stall. That is why we bring together experience, clear standards and a team that stays on it until it is solved.

  • 2+ years

    running our own guest operations

  • 500+ apartments

    in daily guest care

  • Best practices

    What has worked across hundreds of properties.

  • SOPs

    Clear steps for the cases that keep coming back.

  • Workflows

    Recurring steps follow set rules.

  • Data architecture

    Reservation, guest, property and case stay connected.

“Communication with our guests is professional, warm and reliable, exactly the way we want it.”

Curt Suites · Customer of our Service · translated from German
Who is behind xHeron

We work with your PMS.

You don’t have to switch anything.

PMS

Your PMS stays. Every case shows reservation, guest and property in one place.

  • More PMS on request

We answer Airbnb and Booking.com messages via email.

Clear pricing.

Everything at a glance.

from€99per unit per month

Onboarding
€50 per unit, one-time
Minimum
10 units
Contract
  • 3-month probation, cancel monthly
  • Then 1 year fixed, 3 months’ notice
Included
  • Guest communication
  • Reservation management
  • Coordination
Add-ons
  • Guest upsells€5 per unit per month
  • Invoicing€10 per unit per month
  • Guest verification€10 per unit per month
  • Airbnb damage claims€10 per unit per month
  • Customvariable
Discuss the Service

Frequently asked questions

What does guest operations mean?

Guest operations means everything between booking and checkout that involves your guests: guest communication, check-in and access, incidents, and coordinating cleaning and maintenance.

How do the Service and OS differ?

Both build on xHeron’s way of working. With the Service, our team takes on the agreed guest operations. With OS, your team uses the system itself. Responsibilities and support depend on the offer.

Why not just hire someone or use a VA team?

Because it's not only about payroll. You get experience and well-practiced routines: guest operations experts working alongside your team. We learn your properties and SOPs during onboarding.

Can AI look after my guests? And what if something goes wrong?

At xHeron, experienced people work with a system built on their judgment. Anything outside your rules is escalated, the way you set it up.

Do I lose control of my business?

No. Properties, brand, rules and your on-site teams stay with you. On both routes. Workflows and SOPs can come from you, we recommend a setup, and everything can be adjusted. You work in the same interface as our team, get a task as soon as your decision is needed, and can ask any time: about tickets, properties, guests and reservations.

Do you also reply outside 8:00 to 23:00?

On request, the chatbot also replies outside these hours, at no extra cost (coming soon). By phone, we are reachable around the clock.

Do you also work on site?

We don't work on site. xHeron works fully remote.

What about cleaning and maintenance?

That depends on your setup, whether it's a service provider or someone on your team. We message your cleaners directly on WhatsApp. If nobody coordinates cleaning, we join a WhatsApp group with our business account. We don't work on site.

How much effort is onboarding?

You invest 1 to 3 hours: discussing workflows, reviewing SOPs, checking the database. We take care of the rest. Onboarding is a one-time €50 per unit. We work only with the data and files you give us.

Will xHeron follow our tone and SOPs?

Yes. You set the tone and SOPs, we put them into practice. Anything outside your rules, we escalate.

Am I locked in for the long term?

The Service starts with a three-month trial period during which you can cancel monthly. After that, the contract runs for a fixed year, with three months' notice.

Let's talk about your guest operations.

Together we look at which way fits your operation.

Discuss the Service