01
Inquiries, reservations & booking support.
Pre-booking questions, availability checks, policy clarifications, and new reservations - handled across Airbnb, VRBO, Booking.com, Marriott Bonvoy, and your direct booking site.
Travel & hospitality BPO
Guest services that never go offline.
Managed customer service teams for property managers, hotel operators, and short-term rental companies. 24/7 guest communication across Airbnb, VRBO, Booking.com, Marriott Bonvoy, and direct bookings. Unified-inbox handling, trip alterations, refunds, and escalation rules you write - built for the hours when your front desk closes but your guests do not sleep.
Recognized by Clutch
Top 2026 Clutch Awards for travel & hospitality
Why HelpSquad for travel & hospitality
Your guests don't keep business hours. Neither do we.
Four pressure points we hear from every property manager and hospitality operator we talk to.
01
24/7 multi-platform inbox coverage.
One unified team handling guest messages across Airbnb, VRBO, Booking.com, Marriott Bonvoy, and your direct channels. No more tab-switching. No more missed messages overnight.
02
Escalation rules you write.
We follow your playbook - not a generic script. Pricing authority, refund thresholds, maintenance triggers, VIP handling. Documented during onboarding, enforced every shift.
03
Trip alterations handled inside your workflow.
Check-in changes, date swaps, refunds, discounts, and comp decisions - handled in your PMS, with your policies. Routine cases close without kicking back to the owner.
04
Quality that protects your review scores.
One bad review can damage bookings for weeks. Agents are trained on guest-first language, record-level QC scoring, and the soft skills that turn complaints into 5-star resolutions.
How we show up
Support lanes for travel & hospitality.
Start with the lane that's blocking your team most today. Expand as the engagement earns its keep.
02
Cancellations, changes & travel disruption.
Date swaps, cancellations, and refund decisions per your written policy. Flight delays, weather events, and travel disruptions handled with empathy and speed.
03
Check-in, during-stay & emergency escalation.
Arrival coordination, access codes, WiFi, noise complaints, maintenance triage. Emergency escalation to your on-call vendor network inside minutes.
04
Reservation processing, CRM & payment reconciliation.
Inbox-to-PMS data entry, CRM updates, payment reconciliation, vendor coordination, reporting, and compliance workflows.
05
Upselling, loyalty & review management.
Package upsells, room upgrades, loyalty-program enrollment, outbound email campaigns, social response, and review monitoring across Airbnb, VRBO, Google, and TripAdvisor.
06
Concierge, VIP & post-stay follow-up.
Personalized itinerary planning, local experience and transport coordination, white-glove VIP handling, special occasions, and post-stay review solicitation.
Property Management 1-Year Client 33% labor savings
Within the first 3 months we expanded our hours of active guest communication by about 25% and achieved record quality-control scores, while delivering approximately 33% labor cost savings.
William Myers
Managing Partner, Vello Property Management
New Orleans, LA
Services at a glance
Everything we run for travel & hospitality.
Six service categories. Mix and match. Scale into the rest as you grow.
01
Customer Service Outsourcing
Multichannel (voice, email, SMS, chat) dedicated team trained on your PMS and booking platforms. The core offering for most property managers.
02
Call Center Outsourcing
24/7 inbound and outbound phone coverage for reservations, guest services, and emergency dispatch.
03
Virtual Receptionists
Professional front-desk coverage answering calls, routing to owner or manager, and handling booking inquiries. Good starter for smaller portfolios.
04
Virtual Assistants
Listing management, calendar syncing, owner reporting, supplier coordination, and back-office work that steals time from running the business.
05
Live Chat Outsourcing
24/7 managed chat on your direct-booking site. Pre-stay questions answered in seconds, bookings rescued.
06
White-Label BPO
Resell our team under your brand. Popular with larger property management companies and hospitality agencies.
Tool stack
We work inside your PMS and booking platforms.
Your agents work inside your existing tools. Custom tool training built into onboarding.
HospitableGuestyHostawayOwnerRezLodgifyStreamlineEscapiaBreezewayAirbnbVRBOBooking.comMarriott BonvoyExpediaZendesk+ custom toolsHospitableGuestyHostawayOwnerRezLodgifyStreamlineEscapiaBreezewayAirbnbVRBOBooking.comMarriott BonvoyExpediaZendesk+ custom tools
travel & hospitality in production
Real engagements from your industry.
Real engagements with real numbers. Click any card for the full story, including the work, the team, and the metrics.
Transparent pricing
Simple rates. Nothing to hide.
We publish our rates because we're proud of them. No hidden fees, no bait-and-switch. Engagements typically start at 20 hours per week, and every rate includes our HIPAA-compliant technology and the backing of a US-based company.
$8-$13/hour for staffing.
Managed teams custom-priced.
Managed teams custom-priced.
$0
Upfront cost
$0
Implementation fees
$0
Replacement costs
Back Office (Digital)
$ 8-10
per hour | digital-only · email + chat
- Billing, claims, AR, data entry
- Admin, research, scribe
- Experienced on your EHR
- HIPAA BAA + virtual desktop
- Dedicated account manager
Most popular
Patient-Facing (Voice)
$ 10-13
per hour · phone + video
- Front desk, scheduling, intake
- Experienced on your EHR
- Screened for clear US-patient communication
- HIPAA BAA + virtual desktop
- Dedicated account manager
Managed Team
Custom
3+ VAs · team lead + QA + trainer
- Fully managed (3+ VAs)
- Specialty: clinical or RN-equivalent
- Workforce management, QA, training & coaching
- Monthly analytics reporting
- Dedicated account manager
Ready to extend your front desk?
Better guest experience. Lower labor cost.
Property managers using HelpSquad see measurable results fast - like Vello Property Management, which expanded active guest-communication hours by 25% while cutting labor cost 33% in the first 3 months. Talk with us and we'll scope the first shift for your portfolio. See the Vello case study →
Frequently asked
Answers before you ask.
What kinds of property managers do you work with?
Short-term rental operators, vacation rental companies, boutique hotels, resort groups, and mixed portfolios. From solo operators with 10 units to multi-market companies managing 500+. See the Vello case study →
Can you handle multiple booking platforms at once?
Yes. Our teams run a unified inbox across Airbnb, VRBO, Booking.com, Marriott Bonvoy, Expedia, and your direct booking channel. One agent team, one voice, all your listings.
How do escalation rules work?
Documented during onboarding. You tell us what the agent resolves vs. what reaches the owner - pricing authority, refund thresholds, maintenance triggers, VIP guests, complaint patterns. We follow your rules.
Can you handle emergency maintenance requests?
Yes. We build emergency dispatch protocols per property type - HVAC failures, plumbing, lockouts, power outages. Triage 24/7, dispatch to your on-call vendor inside minutes, documented in your PMS.
Which PMS platforms do you support?
Hospitable, Guesty, Hostaway, OwnerRez, Lodgify, Streamline, Escapia, and direct platforms like Airbnb, VRBO, Marriott Bonvoy, and Booking.com. Custom PMS training during onboarding.
How much does travel & hospitality support cost?
$10-13/hour for guest-facing customer service and $8-10/hour for back-office work (owner reporting, listing management). Volume-based team pricing for larger portfolios. See full pricing →
Can you handle multilingual guest communication?
Yes. Spanish, French, Portuguese, and more. International-guest handling is scoped at onboarding based on your typical booking mix.
How quickly can you go live?
Typically two weeks. Short-term rental operators often ramp faster - the workflow is well-documented and the PMS landscape is well-understood. Accelerated onboarding available for seasonal surges.
Call Center Outsourcing
Hospitality Industry and Travel Call Center Outsourcing
Travel call center outsourcing for airlines, hotels, and agencies. How third-party agents handle calls, emails, chats, and social inquiries during peak season.
Blog
Why Hotel Customer Service Matters More Than Ever
Hotel customer service shapes reviews, repeat bookings, and reputation. See how guest treatment drives hospitality success and what staff get right or wrong.
Customer Service
Hotel Concierge Services with Virtual Assistants for 24/7 Guest Support
Virtual concierge tools and chatbots handle bookings, late-night requests, and local tips around the clock, letting hospitality staff focus on in-person guest care.
Ready to scale travel & hospitality operations?
Let's build the squad your travel & hospitality operation needs.
A 30-minute call. We'll scope the work, pre-qualify candidates, and give you a realistic go-live timeline.
877-775-3667 · info@helpsquad.com · Doylestown, PA