Guest Support
Slow responses are the single biggest driver of bad reviews. Our support desk answers inquiries, resolves mid-stay issues, and coordinates late check-outs around the clock — from a real person in Miami Beach, not a chatbot.
What "support" actually means
Every vacation rental company claims 24/7 support. In practice, that usually means a shared inbox monitored by whoever happens to be awake, or an offshore call center reading from a script. Neither works when a guest is locked out of their unit at 2 AM or when the AC dies on a 95-degree Saturday.
We built our support desk as a real department — staffed shifts, documented playbooks, an escalation matrix, and a training program. Under five minutes is the target, not the aspiration. And it's delivered by people who live in Miami Beach and can be at your property within 30 minutes.
Support channels
Click any channel to see how it works, what we guarantee, and when we recommend using it.
Live ticket feed
A rolling sample of the kinds of tickets our team resolves on any given day. Live data is anonymized and rotates — no guest names, no property addresses.
Sample is illustrative and rotates every few seconds. Live performance metrics in the owner dashboard reflect actual shift data.
Language coverage
Roughly 40% of short-term rental guests in Miami Beach are international. Every one of them gets support in their language — natively, not through translation software.
Full support · Native-level staff
48% of inquiriesFull support · Native-level staff
31% of inquiriesFull support · Native-level staff
11% of inquiriesFull support · Fluent staff
5% of inquiriesFull support · Fluent staff
3% of inquiriesFull support · Fluent staff
2% of inquiriesCommon scenarios
Each of these has a documented playbook — with a named owner on our side, a target resolution time, and a follow-up procedure.
Playbook: Remote unlock within 60 seconds, verify identity, generate new code if needed, log the incident. Physical dispatch if remote fails.
Target: 90 secondsPlaybook: Confirm the issue, dispatch on-call HVAC tech, arrange portable unit if ETA exceeds 2 hours, credit guest automatically if resolved late.
Target: same-day fixPlaybook: Remote router reboot, provider call, cellular hotspot dispatch if outage exceeds 4 hours. Logged and reported to owner.
Target: 30 minutesPlaybook: Emergency shutoff guidance to guest, plumber dispatched within 1 hour, damage documented with photos, insurance report if needed.
Target: plumber within 1 hourPlaybook: Mediated message to guest, quiet-hours reminder, HOA/building notification if escalated, follow-up with guest the following morning.
Target: immediate responsePlaybook: Coordinate with housekeeping schedule, approve if feasible, charge the standard half-day fee, log to owner dashboard.
Target: 15 minutesEscalation path
Under-five-minute replies are the baseline. But sometimes the fix requires more than a message. Every ticket has a defined escalation path with time targets, named owners, and a client-visible status — the same status you see in your dashboard.
Handles 82% of tickets on first reply. Trained on all 40+ playbooks, empowered to issue refunds, credits, and lockout resolutions without approval.
Handles policy exceptions, refund disputes, and anything requiring a judgment call beyond the playbook. Reached within 10 minutes of Level 1 handoff.
Owns escalations that involve contractors, insurance, or compliance. Dispatches field staff, coordinates vendors, notifies owners directly.
For anything that requires leadership. Both co-founders carry an on-call phone. This level is rare — but it exists, and every case is reviewed the following morning.
From first message to fully resolved in 55 minutes. Owner received the full ticket timeline in their dashboard before noon.
Support team
Every support agent is a Miami Beach local, trained in-house, and paid above the local hospitality average. High retention is why the response times stay stable.
Every support agent goes through a structured two-week onboarding before they answer a single message: property tours, playbook walkthroughs, shadow shifts, and simulated emergencies. Then a two-week shadow period where their replies are reviewed in real time.
The result is a support desk that doesn't need to escalate to answer most questions — because the answers live in the playbook, and the playbook is trained, not downloaded.
Walk every property category, learn the 40+ playbooks, meet the operations team.
Watch senior agents handle live tickets. No replies sent by the new agent yet.
New agent handles real tickets with a senior agent reviewing every reply in real time.
Full solo coverage with shift lead available for escalation. Standard from here.
Compare
The gap between a phone number and an actual support desk is bigger than it sounds.
Owner story
“My previous manager had a '24/7 line' that went straight to voicemail after 9 PM. Coastal Haven answers at 2 AM, in Portuguese, with an actual solution. That's the entire difference between 4.6 and 4.9 stars.”
“I have family in Brazil who rent my unit every winter. Being able to tell them 'just message the number, they speak Portuguese' removed an entire layer of stress from my life.”
“The playbook system shows. Every guest question gets the same high-quality answer, whether it's Monday morning or Sunday at 11 PM. Consistency is what guests rate five stars.”
“The dashboard shows me every ticket, every reply, every resolution — with timestamps. I've never once had to call them to ask 'what happened with that guest?' because everything is already there.”
Guest support FAQ
Everything owners ask about how the support desk actually works. For general questions, see the main FAQ page.
Full FAQYes. Overnight shifts are staffed by real Miami Beach employees, not outsourced or automated. During the highest-demand windows (Art Basel, spring break, holidays), we add extra overnight staff rather than cutting corners.
Rarely. We route all communication through our desk by default, and the guidebook directs guests to the support line for anything urgent. You can opt in to receive a copy of every message if you'd like, but most owners prefer not to.
Six languages cover about 97% of our inbound inquiries. For anything outside that, we coordinate with a professional translation service — usually resolved within 30 minutes — and keep the guest informed of the delay.
Yes, up to $200 per incident on the Signature plan, $500 on Elite. Anything larger is escalated to you for approval. Refunds are always logged and visible in your dashboard.
Every inbound message, call, or SMS becomes a ticket in our system with a timestamp, category, resolution, and time-to-resolution. You can see the full feed for your properties in your owner dashboard.
We coordinate directly with the guest for access and generate a temporary smart-lock code for the technician. The code expires within hours of the appointment, and the visit is documented in the ticket.
Yes. We respond to every complaint with a mediated approach — a quiet-hours reminder to the guest first, escalation to the building or HOA if needed, and follow-up with the affected party. Documented in the ticket.
Legal-adjacent tickets bypass Levels 1 and 2 and go straight to the operations manager, who involves the founders and — if necessary — our outside counsel. These are rare and always reviewed the following morning.
Next step
Book a free 20-minute consultation. We'll walk through how our support desk works, what coverage looks like for your property, and send you a written projection within 48 hours.
No spam. No obligation. We reply within one business day.