Holiday lets management firm Finest Retreats has launched an AI assistant for guest bookings and enquiries.
Called GuestAid, the AI service acts as the most knowledgeable member of the Finest Retreats team, trained on every appliance manual, heating system and property-specific detail across the portfolio.
It gives guests accurate, instant guidance, at any time, without needing to contact the team.
The Finest Retreats staff also consult with it when triaging and diagnosing issues.
When it cannot resolve a query, it hands over to a real person straight away.
Julia Chapman, Finest Retreats’ Head of Operations, says: “Guests don’t want to be put on hold or wait for a callback to find out how the washing machine works. GuestAid gives them 24/7 expert advice.
“It knows the properties, it knows the appliances, and it gives guests the confidence to sort small problems themselves. But the biggest benefit is avoiding unnecessary call-outs altogether.
“A guest who can’t find a stopcock shouldn’t need a tradesperson at the door.
“GuestAid steps in before it gets to that point, and in doing so, saves our property owners from unnecessary call-out charges.
“We’re not replacing our team with this technology; we’re making sure everyone’s time, and our owners’ money, is spent where it’s genuinely needed.”
GuestAid soft-launched in January while the tool was being refined and is now fully live across the agency’s portfolio.
Built on AI technology and trained on a comprehensive database of household appliances, heating systems and common property items, it gives guests immediate, accurate guidance without needing to call the team.
From a single photo of an appliance, it can identify the make and model and draw on its history of known issues and recommend the most effective solution.
If the issue cannot be resolved, it escalates to a live video call with a tradesperson.
In the three months following its soft launch, GuestAid responded to and diagnosed more than 340 property queries across the portfolio.
Finest Retreats manages more than 800 properties across Cornwall, with a team of around 30.
