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See this example, today, Nov 11th, a guest checking in tomorrow, is asking for an early check-in, and Rezzy implies today is Nov 10th (as it treats Nov 11th as "tomorrow"). You can see the messages from the guest and Rezzy were received today, Nov. 11th
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.
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!
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
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
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!
Thanks so much for sharing that feedback, Karen! 🥳
Great job setting up those FAQs and Directives. It takes some elbow grease, but they're critical to Rezzy's learning.
Keep up the excellent work, and let us know if there's anything we can assist with!
So far Rezzy has been amazing for me and I am loving it! I set it up on Saturday so still kind of new.
I believe the reason it's working so well for me is that I set up a lot of Q & A as well as Directives. 56 Q & A and 18 Directives. This sounds like a lot but what I did was went through my guest guides, that nobody reads, and copied and pasted my FAQ's from there. I added the FAQ's to my the guest guides because nobody was reading the guide and was hoping they would at least read the FAQs.
The directives are issues that I get peppered with frequently - Fridge beeping after power outage, We are locked out of safe, Door code is not working, Remote control batteries are dead etc. They all have clear instructions with resolutions for the guest. My favorite is, we can't get the Smart TV to XXXXX, which makes me break out into a cold sweat as I am clueless about TV's.
I am super excited about the scheduling. I set automatic replies from 9PM until 7AM and will handle what comes in during the day with the chance to edit, if need be. I am finding I don't have to edit much. Rezzy is a little more flowery and verbose but that is OK as I tend to be more curt and just the facts lol. The schedule feature is great if I am flyng or at the dentist and can't be on my phone I just schedule auto replies.
I am excited about the future with Rezzy. I feel like I have another person on staff which OR itself already feels that way. Now I have a 3rd person, that doesn't call in sick or talk back and stays up all night to answer questions.
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.
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.
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 there,
I see you'd posted this in the Feature Request forum:
https://www.ownerrez.com/forums/requests/rezzy-upsells
I did respond there, but wanted to share here as well. While we don't have plans for a feature like this at this time, anyone interested can vote for it at the link above!
I have tried to get Rezzy to provide a basic and a more "complicated" response when a guest asks if they can check in early. I would like Rezzy to check to see if guests are checking out the same day and if so, tell the they will need to messag me around noon the day of check in. If we don't have guests checking out the same day as check in, I want to message them asking the to message me the day before as we can't guarantee early check in as we might get a booking for night before, etc.
I have tried using the FAQ and the directives approach and tested in the sand box, but it doesn't seem to be checking for existing bookings the night before and then responding accordingly. Is there way to write my FAQ or directive so it will respond accordingly of does this functionality not yet exist.
Thanks!
are you planning on adding upsells on empty nights just before and just after a reservation for a discount?
I have 14 properties and would like to be able to turn on and turn off Rezzy responses by property. Sometimes when I need to take over responses for one guest I have to turn off responses for everyone
To be clear, I would like to be able to take over responses on a guest by guest basis, not just by peooerty
I have 14 properties and would like to be able to turn on and turn off Rezzy responses by property. Sometimes when I need to take over responses for one guest I have to turn off responses for everyone
Hi Sarah,
FAQs cannot be configured for specific channels, so there wouldn't be a way to designate individual FAQs depending on which platform your guest booked on. However, you might consider keeping it simple and having the FAQ state that the wi-fi info will be "provided prior to arrival" with a mention of where to find this information based on where they've booked, yes.
I'm sure there are a number of ways you could decide to handle this, but that would be my suggestion.
What I would NOT suggest is having the wi-fi details written out in your FAQ. While you could do this, most hosts would prefer not to offer up sensitive info without making sure that some requirements have been met by the guest first, such as signing your Rental Agreement or having a Security Deposit reserved. For this reason, I would recommend against that.
At the end of the day, it really just depends on what you think will work best for you!
Is there a need to customize responses based on the platform? For example, if someone is inquiring about the Wi-Fi before their arrival, I have several options. I can inform them that the Wi-Fi details will be included in the Airbnb information, I can mention that we are emailing it to them (if they booked directly or through VRBO), or I can simply provide the password directly. Should I include this information in the Rezzy FAQ and specify the booking platform in the answer? For instance, if the customer booked on Airbnb, should I respond with specific instructions?
@GLAM Destin -- I agree! The ability to upload files to build out the knowledge base would be much more efficient and helpful for us too.
Hello,
It may be helpful to have the option to upload files to have Rezzy learn from -- much of the guest information is in my welcome guide, which is a pdf. A lot of the things people might ask about, such as check in information, wifi, is located here instead of in my listing.
Hey everyone! 👋
Thanks so much for all the awesome feedback you've been sharing in this thread—we really appreciate it! To help us stay organized and make sure we address everything, we'd love to ask for a small shift in how we handle feedback going forward.
Could you please start posting new feedback as individual threads in the Rezzy AI (Beta) forum? This helps us because:
No worries about what's already been posted here—we've got it all and will review it! Just going forward, individual threads would be really helpful.
Thanks for being such engaged members of our community!
The task area currently includes property owners since they have access to our portal. Is there a way to exclude them from appearing in the task list? Currently, they appear as assignable users, which allows staff to assign tasks to owners accidentally. We don’t assign tasks to owners, so we’d like to prevent them from being selectable in this area.
Here is what happened orignally, we had an inquiry from a person on Airbnb. They wanted to know about our cancellation policy. Rezzy responded immediately (not sure why, but it did, it was our first day with it) and it responded with our website direct booking policy and not the cancellation policy we have on Airbnb.
Here is the message we received;
Carrie: "Curious if you can have some additional flexibility regarding the cancellation policy.8:31 AM,"
Response from Rezzy: "I understand you'd like more flexibility with the cancellation policy. Our standard policy allows 100% refund (minus $75 fee) if you cancel more than 14 days before arrival, 50% refund (minus $75) if you cancel 7-14 days before, and no refund within 7 days of arrival. What specific flexibility were you hoping for?"
Carrie · Booker9:53 AM "It looked to us on the listing that we only had 48 hours once bookwd to cancel. Can you clairfy that your email is the correct refund policy for tbis property. If that is the case we will be booking.10:07 AM"
Response from Rezzy: "Yes, my email is correct! The property's cancellation policy is: 100% refund (minus $75) if you cancel more than 14 days before arrival, 50% refund (minus $75) if you cancel 7-14 days before, and no refund within 7 days. The 48-hour window you saw is just a grace period for free cancellation right after booking. Looking forward to hosting you!"
Rezzy responded with what was on our rules for direct bookings and not the Airbnb policy which we chose as Limited. The Limited policy is as follows: 50% refund of the nightly rate and cleaning fee if canceled 7–14 days before check-in, and no refund within 7 days. Since your stay has already ended, this no longer applies. We do not keep $75 if they cancel on Airbnb.
So, I updated the FAQ. If I create a pre-booking FAQ, how do I have Rezzy send them the Airbnb Limited policy?
I created an FAQ and tested it in the Rezzy sandbox. Below are the responses for the question: “What is the cancellation policy?”
(Note: I can only test it using real bookings, not future or potential reservations.)
VRBO booking:
“Your booking has a Relaxed policy: 100% refund if you cancel at least 14 days before arrival (minus a $75 fee), or 50% refund if you cancel at least 7 days before arrival (minus a $75 fee). No refund within 7 days of arrival.”Airbnb booking:
“Your booking had a Limited cancellation policy: 50% refund of the nightly rate and cleaning fee if canceled 7–14 days before check-in, and no refund within 7 days. Since your stay has already ended, this no longer applies.”Direct booking:
“For your stay (Sep 12–14), the policy was no refunds, with a 24-hour grace period after booking. For future bookings, we offer a 100% refund (minus a $75 fee) if canceled 14+ days before arrival, a 50% refund (minus a $75 fee) if canceled 7–14 days before, and no refund within 7 days of arrival.”Everything appears to be working correctly. However, the cancellation policy outlined in the rental agreement may differ from what Rezzy displays. I’ve asked Rezzy to include a note advising guests to review their rental agreement first if they’ve already booked with us. Otherwise, the above reflects our current policy.
See below for what I put in the shared property FAQ, but Rezzy is only responding as I have listed above, it is ignoring the rest of the text. I think it is only using the {BSOURCE}: {BCANPOLLEGAL}
"If you already made a booking, please check the cancellation policy outlined on your rental agreement. If you want to book with us our current policy is as follows:
{BSOURCE}: {BCANPOLLEGAL}
If you booked direct, we provide the following cancellation options:
Option 1: Refund: Guests will receive a refund for the cleaning fee.
If the property is re-rented, the guest will receive the re-rental amount minus a $100 administrative fee.
Example: For a $1,500 reservation, if the property is re-rented for $1,100, the guest will receive $1,100 - $100 = $1,000.
Option 2: Reschedule within one year of original date of booking:
Guests can reschedule their stay to the same property, excluding holidays and holiday weekends, between April 1 and May 21 or between September 15 and December 10"
Hey Laura,
Rezzy can't read field codes in FAQs like this at this time.
{BSOURCE} and {BCANPOLLEGAL} are booking specific field codes though. Even if she could pick up on them, there would need to be a booking to refer to. What she is looking at is the data on the Rules tab on any given booking, which should align with what populated on the guest's Rental Agreement, because it's the same information being used both places (Rezzy and the Agreement).
I'd suggest having two different FAQs for this. One for Pre Arrival, Mid Stay, Post Departure and Cancelled just to cover all those bases, and another only for Pre Booking.
Rezzy is making great FAQ suggestions, please have those written into the FAQ section in draft mode vs making a task to copy / paste that data from inbox to FAQ.
Rezzy Actions:
1. Create FAQ in draft with the details from the inbox conversation.
2. Create Task: Review coffee maker FAQ draft.
Thanks,
Bryan
I created an FAQ and tested it in the Rezzy sandbox. Below are the responses for the question: “What is the cancellation policy?”
(Note: I can only test it using real bookings, not future or potential reservations.)
VRBO booking:
“Your booking has a Relaxed policy: 100% refund if you cancel at least 14 days before arrival (minus a $75 fee), or 50% refund if you cancel at least 7 days before arrival (minus a $75 fee). No refund within 7 days of arrival.”
Airbnb booking:
“Your booking had a Limited cancellation policy: 50% refund of the nightly rate and cleaning fee if canceled 7–14 days before check-in, and no refund within 7 days. Since your stay has already ended, this no longer applies.”
Direct booking:
“For your stay (Sep 12–14), the policy was no refunds, with a 24-hour grace period after booking. For future bookings, we offer a 100% refund (minus a $75 fee) if canceled 14+ days before arrival, a 50% refund (minus a $75 fee) if canceled 7–14 days before, and no refund within 7 days of arrival.”
Everything appears to be working correctly. However, the cancellation policy outlined in the rental agreement may differ from what Rezzy displays. I’ve asked Rezzy to include a note advising guests to review their rental agreement first if they’ve already booked with us. Otherwise, the above reflects our current policy.
See below for what I put in the shared property FAQ, but Rezzy is only responding as I have listed above, it is ignoring the rest of the text. I think it is only using the {BSOURCE}: {BCANPOLLEGAL}
"If you already made a booking, please check the cancellation policy outlined on your rental agreement. If you want to book with us our current policy is as follows:
{BSOURCE}: {BCANPOLLEGAL}
If you booked direct, we provide the following cancellation options:
Option 1: Refund: Guests will receive a refund for the cleaning fee.
If the property is re-rented, the guest will receive the re-rental amount minus a $100 administrative fee.
Example: For a $1,500 reservation, if the property is re-rented for $1,100, the guest will receive $1,100 - $100 = $1,000.
Option 2: Reschedule within one year of original date of booking:
Guests can reschedule their stay to the same property, excluding holidays and holiday weekends, between April 1 and May 21 or between September 15 and December 10"
I would like to see Zapier tasks for Rezzy. For example, when a task gets triggered, it sends it to Tidy as an admin task. This would greatly improve operations and organization. It would also be cool to have a shortcut to connect Rezzy to Gmail through Zapier.
Also, I would like to see a tab on hosted website properties with Rezzy to answer property questions.
I would also like to use Rezzy to personalize trigger templates to include information like if they're coming into town for an event, it will say, "Hope you enjoyed [event name]. Safe travels to [destination]."
Hello!
Some time has gone by since you first posted this here. I wanted to check in and see how you feel Rezzy is handling those questions these days. Let us know if you've seen improvements!
Hey churchstreet,
We've since removed that Response Delay setting and intend to come back to it at a later date.
I am curious if there is any development or plans to integrate Rezzy into other applications via api?
Three examples are 1) I dont use the built in lease agreements, i use docusign. I would love to train Rezzy to take the guest contact information and send out the customized lease agreements via docusign api 2) The ability to fill in standardized JOTFORM type documents from guest contact information 3) ability to read my gmail and look for specific emails and import those into ownerrez.
