The short-term rental market is constantly evolving, and managers looking to scale their operations need to adopt smart communication strategies. The good news is that WhatsApp has become a powerful tool for generating direct bookings, retaining customers, and reducing dependence on platforms like Airbnb and Booking.
This was one of the main insights from the first episode of the New Byte podcast, in a conversation with Lucas de Franceschi from Rezervo, a company that manages nearly 200 properties in Porto Alegre.
Why Do Returning Guests Prefer WhatsApp?
According to Lucas, guests who have already stayed once tend to reach out directly via WhatsApp for their next booking. This happens naturally: the guest had a positive experience, saw the host's brand, and began to trust the service they received.
With an intelligent automation tool, it's possible to recognize this guest when they reach out again. The system identifies the phone number, retrieves their history, and personalizes the service from the very first moment, creating a much smoother experience and increasing conversion chances.
In practice, Rezervo reported cases where New Byte's system automatically recognized a returning guest, greeted them by name, and offered a streamlined booking process.
What Does Truly Humanized Service Actually Mean?
There's a myth that humanized service must be provided exclusively by people. In reality, humanizing service means understanding the customer's need and responding in a complete and empathetic way, regardless of who or what is responding.
Lucas brought an interesting example: when someone asks where the building's laundry room is, the answer shouldn't just be "it's on the ground floor." Well-crafted service offers additional information, such as special hours or helpful tips for the guest.
When well-trained, artificial intelligence can deliver this level of personalization, and free up the human team to handle cases that truly require special attention.
What Is the Next Step for Your Short-Term Rental Business?
Professional hosts who want to grow efficiently need to see WhatsApp not just as a service channel, but as a sales channel. Intelligent automation allows hosts to respond quickly, recognize returning customers, and convert more direct bookings without increasing operational costs.
New Byte offers complete solutions for hosts who want to turn their communication into concrete results. Talk to our team and find out how we can help you scale your operation.
