See this example, guest said the Roku remotes have exhausted batteries, Rezzy is not proposing any reply, and if I click the Ask Rezzy To Suggest a Response, it says it can't . And it should be, something in the line of Sorry about this, We will take care of it, and You have spare batteries in one of the kitchen drawers (a reply we sent in the past)
See this example, guest said the Roku remotes have exhausted batteries, Rezzy is not proposing any reply, and if I click the Ask Rezzy To Suggest a Response, it says it can't . And it should be, something in the line of Sorry about this, We will take care of it, and You have spare batteries in one of the kitchen drawers (a reply we sent in the past)
Hi Ariel I just started using Rezzy and loving it.
I am wondering if it has to do with let the conversation end naturally or host has the last word. I have experienced this too and have let conversation end naturally. Since the guest was giving you more of a heads up than a "Hi we need batteries for TV remote", it didn't deem it worth a response but I agree thanks for letting me know would be appropriate. Was it after check out time when you got the message from guest? If so that might have done it. Most of my set up is mid stay and pre stay messaging.
Hi Karen. This happened the day of check-out. I understand what you are saying (re. the settings to end the conversation naturally), but as you mentioned, acknowledging the issue and proposing something (even on checkout day), like " thanks for reporting, we will look into this for the enjoyment of future guests" would be appropriate.
Hi Karen. This happened the day of check-out. I understand what you are saying (re. the settings to end the conversation naturally), but as you mentioned, acknowledging the issue and proposing something (even on checkout day), like " thanks for reporting, we will look into this for the enjoyment of future guests" would be appropriate.
Hey Ariel,
A recent Rezzy Tasks update should allow for better handling here. I just tested a similar scenario in my own account and Rezzy did send a kind reply thanking the guest, and created a task for restocking coffee because the guest said they ran out during their stay.
We believe these updates will help with your scenario here. Do let us know if you're not seeing improvement on your end!
Hi Bri. In all honesty, I don't use tasks, mainly because Rezzy creates task for everything, not just things that need an action from my side nor it updates the tasks when a resolution was implemented so the task is no longer needed. Also, I have my own software solution for tasks deeply integrated into my PM software, so not being able to trigger a webhook or API call from OR when a task is created (so I can have the task created in my own solution) makes rezzy tasks' not useful.
Examples,
*) Guest inquiry, asks if having a party at the house is ok, rezzy creates a task for this, I replied to the guest that having parties is not allowed, but the task remains open.
*) A staying guest asks if she can receive packages at the house, rezzy creates a task for this, I replied to the guest that she can receive packages, the task remains open
Here is another example, the guest checked-in today, reported a problem with the headboard of one bed, and Rezzy is saying that the last message (from the guest) is not respondable
Here is another example, the guest checked-in today, reported a problem with the headboard of one bed, and Rezzy is saying that the last message (from the guest) is not respondable
Aha! Thanks for sharing that second example. I was able to find a common thread here. Both of those conversations were being responded to by a "participant" on the Airbnb thread, not by the primary guest. Rezzy is only responding to the primary guest right now.
We're discussing this internally to see how we can clean this up so Rezzy can respond to Airbnb thread participants as well. This will take us some time because Airbnb also adds co hosts as thread participants, so we need to determine how best to distinguish between a co host and a guest participant.
Thanks again for pointing this out, and we'll be working on it!
Hi Bri, thanks for your root cause analysis. I'm glad you found the root cause of this.
Guests are using more and more of this Airbnb feature to grant access to messaging for all the people traveling together, so this is something we will most certainly need to be fixed.
