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Hi all,
I noticed on the Rezzy page there is an option to set a Response Delay (default setting is "None") but when you click edit there is no way to change that setting. I would like to set a delay of 3 minutes or so so it doesn't seem automated, and also to give me a chance to respond if I am online. If anyone has suggestions, please let me know. Also, have any other Rezzy Users found that the immediate response seems unnatural for guests? While I do want Rezzy's support I don't want guests to feel like they are talking to a ChatBot.
Thanks!
I was just able to replicate the send button not working after a Rezzy edit. This time I then tried to "Save Draft" which generated an interesting URL error. I deleted the text in the field, and then used Rezzy to regenerate a response, completed an edit and was able to send, (no restart needed). Video link below in case this helps troubleshoot.
Hey Chris,
Apologies for the delayed response. Answers below:
We'll look at that bug and see if we can repro, sounds very frustrating! I haven't heard it from others so it may be harder to trace. Does it seem like the send button is disabled or something is sitting on top of it so the click doesn't work? What if you change your phone to landscape mode, does it work then?
*** I don't think anything else is overlayed. I just had the same thing happen while editing a messaging template today as well. Went through editing the message on my iPhone and found the "Save" button wouldn't trigger. Copied my text, quit, restarted, pasted back into the field and Saved - worked fine. I do think I've noticed the issue primarily when I choose to "edit", most of the time that happens with a Rezzy response - loads up the edit field, complete edits and am ready to send but can't fire the send button. I am using iOS 26.0 and typically do stay up with the most recent BETA versions.
Regarding the "revise"... are you expecting to provide a prompt for how to rewrite the text that's there? "Revise the message and make it shorter"? or "Revise the message and offer a $50 discount"? Stuff like that? Or are you expecting to fully regenerate the message suggestion from scratch while providing some custom instructions? "Rezzy, go rewrite this and take out the part about refrigerator part numbers" or "Rezzy, go rewrite this and mention that the grocery store is 3 miles away if they want to pick up supplies -- down Leaning Pines Rd to the east"
***I saw Alece's response and I would primarily be in that camp...although the last scenario you outlined would be really interesting as well - giving me a little more control on how to correct the initial draft. I think Rezzy should always take the first stab at answering a message, but if it comes back too far off base, I would want a clean slate to tap out my own "rough" version then have Rezzy do 1 of 2 things that I often use through ChatGPT depending on how rough my draft was: either "revise" which gives a lot more latitude for Rezzy to recompile my draft while using the "conversation tone" as guardrails, or "revise slightly" which, similar to Alece's point, usually does a great job of cleaning up the spelling, grammar, tone, etc... without changing the core concepts very much.
What scenarios don't work or are slower when you're working in the inbox vs. the old conversation/activity timeline view?
***I really appreciate you asking for more details on this one! I think there are two things at play that change with the upcoming UI shift that could be more complicated.
First, we manage multiple (40+) properties and guest interactions at once. That means we’re frequently jumping into and around the Booking Overview to handle one specific issue for a guest - checking rates to add a night, confirming if early check-in is possible, etc. In those cases, it helps us to contain our focus on the booking and the guest within the Booking Overview interface. Right now, we use the “Conversation (deprecated)/Activity Timeline” button inside the booking to see the most recent message history, we then pick a channel (SMS if urgent, platform/email otherwise), write a quick reply (hopefully with Rezzy’s help), and send it off. That full loop happens smoothly "within" the Booking Overview, which feels natural. With the proposed change or removing the compose box, if I needed to message the guest, I would need to instead click on the "Inbox" link. I'm then taken into a UI with a history with the guest based on the top filters, but the "Compose" is now another click. That "Compose" button then requires me to search the "To:" field for the guest that then goes into a search process to load the guest for a message and I am unsure of what channel I'm communicating through at that point. Or, I can click into one of the threads within the Inbox results to get back to the Compose box - so it seems to be adding at least one more click than before, but definitely more mental gymnastics.
Along those same lines, I’ve always wondered why “Message Guest” isn’t a top-level action within the Booking Overview - maybe next to “Overview” where I currently see "Email this Guest" - that puts me straight into a compose window with an option to select my comms channel - IMO it’s one of the most common tasks inside a booking. It could show all unified messaging, (ala the new Inbox) but give me the option to reply while still feeling like I'm contained within the Booking. (In the current interface for a guest I'm looking at as an example, I see “Email this Guest” as the main communication option on the menu, but this particular booking is from Airbnb. In our world, we’d use Airbnb messaging 90% of the time, sometimes SMS, and almost never 'email' before or during a stay).
Second, my expected user experience for an Inbox is different than the contained actions within the Booking Overview. It’s great for working through guest messages in order of receipt - especially when the reply doesn’t require digging into the booking. But our inbox shifts fast with 40+ properties and automated messaging constantly going out. Without a persistent search bar at the top of the Inbox, (closer to Airbnb’s interface), it gets tricky trying to find or return to a specific guest message thread without time consuming scrolls. When that happens, we usually leave the Inbox and go back to either the Bookings page to find the guest or use the global search under the upper-right magnifying glass, just to get back and reopen the Booking/Guest we were already working on - then clicking on "Conversation/Activity Timeline" and utilizing the still available Compose box.
Rezzy provides different replies, to the same question, depending on if the question is live from a guest or from sandbox.
Here the guest asks for a late checkout, and the reply from Rezzy is partially correct
If I put the same question, same property, in Sandbox, reply is also partially correct.
The correct answer would be a merge between both possible replies
Hi Yavuz!
Can you please write to help@ownerrez.com so we can take a look?
For Tasks, I think it would be great to be able to set a date/time for email/push reminders so that I can stop using the reminder list on my phone.
Our push notifications for tasks are OFF for the native app but still getting task notifications on the phone also another when we mark the task completed. Getting a bit overwhelming as Reezy creates a task for majority of the messages.
Staff user access to Rezzy recommended responses.
My staff user had access on the first day of us receiving beta Rezzy access. Then the next day it was gone and never came back.
Are staff users intended to have access or not? Do they have to be admin?
Full admin staff users should have Rezzy, while access is restricted for limited staff users. Was this particular individual a full admin on day one, but transitioned to a limited user after that?
Regarding the "revise"... are you expecting to provide a prompt for how to rewrite the text that's there? "Revise the message and make it shorter"? or "Revise the message and offer a $50 discount"? Stuff like that? Or are you expecting to fully regenerate the message suggestion from scratch while providing some custom instructions? "Rezzy, go rewrite this and take out the part about refrigerator part numbers" or "Rezzy, go rewrite this and mention that the grocery store is 3 miles away if they want to pick up supplies -- down Leaning Pines Rd to the east"
@Chris - Chiming in here on this to add my two-cents to the OP's. A "revise" or "cleanup" function of Rezzy after we've crafted our own message would be very beneficial. For me, I wouldn't be using it in the manner of any of your examples though. It would simply be for a clean-up of spelling/grammar, tone, professionalism and warmth, and things of that nature. That's exactly how I frequently utilize ChatGPT. I'll craft the bones of the reply, and then run it through Chat for it to add in our brand voice, soften it up as needed, or add in a firmer tone when needed as well. Sometimes it takes a bit of massaging when dealing with a particularly challenging or unique guest situation, but often Chat can nail it in one go. Having that innately built into Rezzy would be incredible. It would truly need to be actively learning from our messages and edits along the way for this to work most effectively (same as ChatGPT does).
Some parts of a conversation are gone after replying...see this example, the guest asked where the trash bin is, I replied to the guest thru Rezzy, the reply was sent correctly to the guest (it shows on Airbnb), but is no longer to be seen in Rezzy (only the picture I sent after the text). This happened with both Airbnb and Vrbo conversations.
Hey Ariel,
I was able to reproduce this issue and have opened up a bug card to get it addresses. Thank you for reporting this!
Great feedback, Michael!
We'll look at that bug and see if we can repro, sounds very frustrating! I haven't heard it from others so it may be harder to trace. Does it seem like the send button is disabled or something is sitting on top of it so the click doesn't work? What if you change your phone to landscape mode, does it work then?
Regarding the "revise"... are you expecting to provide a prompt for how to rewrite the text that's there? "Revise the message and make it shorter"? or "Revise the message and offer a $50 discount"? Stuff like that? Or are you expecting to fully regenerate the message suggestion from scratch while providing some custom instructions? "Rezzy, go rewrite this and take out the part about refrigerator part numbers" or "Rezzy, go rewrite this and mention that the grocery store is 3 miles away if they want to pick up supplies -- down Leaning Pines Rd to the east"
4. Slightly off-topic, but I noticed there is an alert now that the conversation message field that previously fell under “conversation” and now falls under “activity timeline” is alerting us that rhe interface will soon be disabled, and we will be directed to the inbox. I am all for change, but I interface in this area with guest messaging almost exclusively and I wonder if there is some way to keep that interface around in addition to inbox?
We're sensitive to not losing capabilities, but we are also transitioning to the new inbox which is a lot more powerful than the older conversation view. We're going through the process slowly to make sure that we get feedback and understand all of the different ways folks use the conversation view and what's possible there vs in the inbox. This is part of our ongoing redesign effort -- we'll be going through and refining the booking and guest overviews and other pages soon as well.
What scenarios don't work or are slower when you're working in the inbox vs. the old conversation/activity timeline view? There's actually a related Feature Request thread that you can share that inbox feedback on here: https://www.ownerrez.com/forums/requests/unified-inbox-vs-compose-box-proscons-and-features
Bri and Team,
I’ve been trying to do what I can to thumbs up and thumbs down as many responses as possible. Hope that’s helping! I also wanted to add a couple more items for consideration:
1. I am noticing an inconvenient bug on my iPhone that I am having trouble replicating exactly to know when it happens. I find after a few times of clicking the edit button for Rezzy, which is probably around 90% of our current responses, I will spend some time re-crafting the response only to find that the paper airplane send button will not work to send the response. This does not seem to happen if I am not interacting with messages through Rezzy. I had lost a few of my edited Rezzy messages before I realized I just need to copy the full message, quit OR restart and go back into the message field and paste to send. No problems after a restart for a while, then rinse and repeat.
2. I can understand why the option to use Rezzy is not available when the previous response is not from the guest. However, I have run into several scenarios where a guest has reached out with an inquiry, and then some automated message from us has gone out before we have had a chance to respond, effectively disabling the ability to use Rezzy at that point. I wonder if there could be an option to “Answer anyway” and sniff the last guest response to craft the message.
3. Along these same lines, I think it would be brilliant to allow us to craft our version of a message in the field, and then hit the Rezzy button to clean up and refine the response before sending. If I am using ChatGPT in this manner, I often prompt “Revise the following:” to clean up my message prior to sending. This allows Rezzy to act as a valuable assistant versus trying to get every auto-drafted response perfect right out of the gate. When I see a Rezzy response that is really far off base, I may not want to do anything except start from scratch in the message field and then have Rezzy clean up the response - when I hit send the preference, of course would be for Rezzy to learn for next time.
4. Slightly off-topic, but I noticed there is an alert now that the conversation message field that previously fell under “conversation” and now falls under “activity timeline” is alerting us that rhe interface will soon be disabled, and we will be directed to the inbox. I am all for change, but I interface in this area with guest messaging almost exclusively and I wonder if there is some way to keep that interface around in addition to inbox?
Stay tuned for more!
Michael
Epiqhost
Staff user access to Rezzy recommended responses.
My staff user had access on the first day of us receiving beta Rezzy access. Then the next day it was gone and never came back.
Are staff users intended to have access or not? Do they have to be admin?
I think I know when this happens: if I post a reply, and then send an image, the first post (text) is not shown in Rezzy, only the second post (image) is there.
We have property level manuals/guides which are valuable resources to skim and learn from. We host our website, not OR hosted. It would be great to provide these links on property level for Reezy to go and learn. It has expandable items, so Reezy should be able to expand and read too. I checked directives but I do not think it covers this.
Impressed with the response. Are you searching the internet now?
Response to a guest not being able to rent a motorcycle. Has information I have not entered. Actually, useful now.
No worries! You can still get around easily without a motorcycle. Here are your best options:
**Grab App** - Like Uber, very popular and affordable in Phuket. Download the app and you can book cars or motorcycle taxis.
**Tuk-tuks & Taxis** - Available throughout the area, though negotiate the price first.
**Songthaews** - Local shared pickup trucks, very cheap for longer distances.
**Walking** - Central Festival is just a 5-minute walk from your apartment, so you have shopping and restaurants right there.
The parking stickers the host mentioned are only needed if you have a car to park at the building. Since you don't have a vehicle, you don't need to worry about those.
Rezzy is still not showing the translation of guest' messages, but it does undestand them, as you can see here, where the reply from Rezzy, is correct
Look at all of the blank space above.
Note there is no way to expand the text box to easily edit the proposed text.
Verbose answer.
Clicking Edit does not edit the proposed text which stays above the text box that gets filled in. Not a smooth work flow as you have to Edit and then click delete to get rid of the proposed answer.
My previous experience with Besty.ai was similar, almost too much effort for the output.
By default, Rezzy's first response to a user may be a bit wordier than follow up replies. Looks like this was Rezzy's first time replying to this guest, so that may explain some of the length there.
You can make adjustments to Rezzy's Conversation Tone to hone her in. I took a look in your account, and it doesn't look like you've added anything personalized for her Conversation Tone. It's just using the default right now. We have a support article that goes into that which you can find here - https://www.ownerrez.com/support/articles/rezzy-ai-setup-configure#tone
Perhaps other users in this thread may be willing to share their experiences and practices with their own Conversation Tone. I believe some have already shared that here. You might scroll through some older replies to this post to check those out.
As for your concerns with the editing flow, could I ask you to expand on that?
Clicking Edit does not edit the proposed text which stays above the text box that gets filled in. Not a smooth work flow as you have to Edit and then click delete to get rid of the proposed answer.
I'm playing with this in my own account now, and clicking in to edit a Rezzy draft pulls the draft content into the compose box. Once I send my revised note, the Rezzy draft disappears from the thread. There's no need to delete it.
Look at all of the blank space above.
Note there is no way to expand the text box to easily edit the proposed text.
Verbose answer.
Clicking Edit does not edit the proposed text which stays above the text box that gets filled in. Not a smooth work flow as you have to Edit and then click delete to get rid of the proposed answer.
My previous experience with Besty.ai was similar, almost too much effort for the output.
I don't think Rezzy knows how to calculate time periods, see this, current time is 10:23am, we are saying the guest we will send an email 12:05am tomorrow, and rezzy says "in two hours"
Rezzy continues to provide conflicting information, here the guest asked the kind of the coffee maker we supply, we wrote the reply, then he asks if he needs to bring coffee filters, and Rezzy said "No, you dont need to buy filters", then "Coffee filters are not provided", then "you can pick some at a local store).
Thanks for reporting this Ariel. Going forward, please make sure that you give Rezzy a thumbs up / down rating on those draft replies. If the response isn't good, that thumbs down feedback is important. As I'd mentioned previously, they're the most effective way to help us calibrate Rezzy to better match what you're looking for.
Rezzy continues to provide conflicting information, here the guest asked the kind of the coffee maker we supply, we wrote the reply, then he asks if he needs to bring coffee filters, and Rezzy said "No, you dont need to buy filters", then "Coffee filters are not provided", then "you can pick some at a local store).
This continues to happen, see an example from today, September 25th...having this kind of made-up messages crafted by Rezzi are really troublesome, as it could lead a guest to go an enter a house, when they are not supposed to do that.
Love this feature so far. Couple instant things I would like to see happen.
#1 VERY IMPORTANT: Let Rezzy reply automatically. If we are worried about her making mistakes, we can put a signature saying she's an AI, or we can select draft only, then choose what to send. Having an automation without automation seems redundant.
#2 Feature in inbox to use Rezzy to spell and grammar check what you wrote. This would definitely give hosts motivation to make the switch and pay for this service.
#3 Ability to use Rezzy when making property descriptions directly from the description box. Have a button that opens a pop-up box. Rezzy should pull from the amenities to populate a description; just have a note saying fill at amenities first, or the description will be inconsistent.
#4 Take this opportunity to incorporate Rezzy into the portals to help answer basic owner statement questions and reports, like what is my year-over-year revenue, and so on.
#5 Ability to add widgets to the website to help answer property questions, basically a chat window that follows users across OwnerRez-hosted websites, or go the Host Buddy route and make it only on property pages. This isn't really urgent for us; it's on the bottom of the list.
Here is the tone I gave mine:
Vibe: Polished, efficient, and helpful. This AI is like the front desk at a boutique hotel. It's perfect for luxury apartments, high-end homes, or for hosts who want to convey premium service and professionalism.
Characteristics:
Formal and polite language ("Welcome," "We are pleased to assist").
Avoids emojis and overly casual slang.
Provides clear, direct, and comprehensive information.
Focuses on service and guest satisfaction.
Examples:
Welcome Message: "Welcome to The Penthouse on Central, [Guest Name]. We are delighted to have you as our guest. Your comfort is our top priority, so please do not hesitate to reach out with any requests."
Answering a Question (Wi-Fi): "Certainly. The Wi-Fi network name is Penthouse_Secure and the password is CityView_2525. Please let me know if you experience any issues with the connection."
Checking In: "Good evening, [Guest Name]. I am just checking in to ensure your arrival was smooth and that the accommodations meet your expectations. Is there anything I can assist you with at this time?"
Handling a Problem: "My apologies for the inconvenience regarding the coffee machine. I have logged the issue, and our property manager will be in contact shortly to arrange for a replacement. Thank you for your patience."
Check-out Reminder: "Dear [Guest Name], this is a courtesy reminder that your scheduled check-out time is tomorrow, [Date], at 10:00 AM. We hope you have had a pleasant and memorable stay."
Here are some preliminary notes and thoughts from the first week:
1. Send, Edit, Delete icons (and now thumbs up and down) are tiny and close together. It's too easy to accidentally hit send instead of edit.... Could there be a confirmation before sending?
I wanted to second all of these suggestions and also provide a screenshot from my iPhone. This illustrates how small these icons are.
An extra line feed between them might help in the short term and be easy.
I agree. It isn't a request if a "?" does not appear in the text.
Like many AI replies, it is too verbose.
Hello, All!
If there's a thumb up / down available, please make use of them before providing feedback here in the forum.
Those little thumbs up/down buttons after Rezzy's responses aren't just for show - they're the most effective way to help us calibrate Rezzy to better match what you're looking for. For example, is Rezzy too wordy? Thumbs down. Perfect length? Thumbs up. Your clicks make a real difference!
Guest wants a early check in
But she is already checking in on the 25th
Rezzy should have caught that.
So far so good
I second these suggestions emphatically.
I want to be able to forward tasks to people via email and, as someone mentioned, have a way to track that and see if it is underway. When done, it should be archived. Otherwise, it is just a reminder and gets deleted.
We need a TRULY universal INBOX for these tasks to appear inside of.
Some parts of a conversation are gone after replying...see this example, the guest asked where the trash bin is, I replied to the guest thru Rezzy, the reply was sent correctly to the guest (it shows on Airbnb), but is no longer to be seen in Rezzy (only the picture I sent after the text). This happened with both Airbnb and Vrbo conversations.
