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Overview

The Hostaway Integration with thinkrr gives property managers an end-to-end automation system for short-term rental (STR) operations. Once connected, your Hostaway account syncs property data directly into thinkrr, powering both inbound and outbound AI experiences through the Property Concierge and prebuilt scenario templates. Thinkrr automatically imports per-property details—guest information, check-in/out times, amenities, Wi-Fi, directions, and notes—so your concierge can respond with accurate, up-to-date information at any time. Guests can interact with your concierge via phone or web, and you can automate proactive calls like Welcome Calls and Post-Stay Surveys through the outbound tab. This guide covers:
  1. Connecting your Hostaway account to thinkrr
  2. Configuring the Property Concierge inbound agent
  3. Using outbound call templates for Welcome Calls and NPS Surveys
  4. Applying Knowledge Packs to properties to enhance guest interactions

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Details

  • For Guests
    • Pre-Arrival: Automatically provides key details like directions, door codes, and house rules.
    • During Stay: Offers help with amenities, Wi-Fi, and nearby recommendations, using synced Hostaway data.
    • Post-Stay: Can initiate follow-up calls (e.g., NPS or feedback collection) automatically from configured scenarios.
  • For Property Managers
    • Always-On Support: Guests can call or chat 24/7 through the concierge.
    • Automatic Accuracy: All responses are drawn directly from Hostaway—no manual entry needed.
    • Reduced Workload: Common guest questions are handled instantly, freeing time for high-priority tasks.
    • Scalable Setup: Each property automatically includes its own inbound and outbound configurations.
    • Built-In Templates: Quick-start outbound scenarios like Welcome Call and NPS Survey come pre-filled and ready to activate.
  • Behavior & Guardrails
    • The concierge only uses synced Hostaway data or explicitly configured fields.
    • Agents will escalate calls rather than guess answers for unconfigured or private details.
    • Access to private property data (e.g., door codes) is only given to verified guests.

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Connect Your Hostaway Account

1

Open Marketplace

  • Navigate to the Marketplace section within your Hostaway dashboard.
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2

Search for thinkrr

  • Search for the thinkrr app integration and click Connect.
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3

Create API Key

  • Click Create to generate a new API key within Hostaway.
    This enables secure communication between Hostaway and thinkrr.
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4

Copy ID and Key

  • Copy your Account ID and API Key, then paste them into thinkrr when prompted.
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5

Open Profile Settings in thinkrr

  • From your thinkrr dashboard, go to Profile Settings.
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6

Go to Integration Section

  • Click the Integration tab to manage third-party services.
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7

Enter Hostaway Credentials

  • Locate the Hostaway panel and enter your Account ID and API Key.
  • Save settings to establish the connection.
Once connected, thinkrr imports property data like addresses, amenities, Wi-Fi codes, and check-in/out times.
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8

Disconnect Hostaway

To disconnect, contact thinkrr Support.
Active calls in progress will complete normally, but no new calls will start after the integration is disabled.

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Property Management in thinkrr

Once Hostaway is connected, your properties appear in the Property List on the home screen.
Selecting a property opens its Property Detail View, which includes three tabs:
  1. Inbound – Manage your Concierge AI agent
  2. Outbound – Configure and monitor call scenarios (e.g., Welcome Call, NPS Survey)
  3. Property Details – View and edit synced information from Hostaway (e.g., amenities, access info)
Each property automatically includes an inactive Property Concierge inbound agent. You can activate and configure it at any time.

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Property Concierge Inbound Agent

1

Create or Activate the Concierge

  • Each property has one pre-created concierge agent (inactive by default).
  • You can activate it directly from the Inbound tab or create a new one manually if needed.
  • Choose deployment type:
    • Over the phone
    • On the web via a Web Widget
    • Or both
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2

Configure the Concierge Role

  • In the Add New Agent side panel, choose Property Concierge from the role dropdown.
    This role appears only if your Hostaway account is connected.
  • Select the property this concierge represents.
Each inbound role in thinkrr includes its own predefined fields. To use the Concierge role, make sure Hostaway is connected.
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3

Configure Actions

  • Scroll to What actions can the agent take?
  • Enable/disable available actions with toggle switches.
    Configurations are retained even if toggles are turned off.
Supported Actions:
  • Call Transfer – Route guest calls to another number or department, with hours and conditions.
  • Phone Number Assignment – Assign or update the concierge’s dedicated number.
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4

Save and Test

  • Click Save Agent or Save & Test Agent to simulate a call.
  • Test repeatedly and adjust configuration based on call flow.
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Outbound Scenarios for Hostaway

The Outbound tab inside each property’s detail view allows you to automate guest communication through pre-built outbound call Scenarios.
These Scenarios are designed to improve guest experience and reduce repetitive manual outreach before and after a stay. Once your Hostaway account is connected, each property in thinkrr automatically includes two outbound Scenarios:
  • Welcome Call – A check-in follow-up call to greet guests and confirm their arrival.
  • NPS Survey – A post-stay feedback call that collects guest satisfaction ratings and reviews.
You can enable, disable, or edit each Scenario directly from the property’s Outbound tab. When disabled, Scenarios remain inactive and won’t trigger any calls.
1

Access Outbound Scenarios

  • From the main dashboard, open Properties and select the property you want to configure.
  • Navigate to the Outbound tab in the property’s detail view.
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2

Manage Scenarios

  • Each property displays two pre-configured outbound Scenarios — Welcome Call and NPS Survey.
  • You can toggle each Scenario on or off, or open it to customize messages, timing, or behavior.
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3

View and Edit Configurations

  • Click any Scenario to open its configuration panel.
  • Adjust call scripts, timing, or escalation settings as needed.
  • Use Save Changes to apply updates immediately.
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Welcome Call

The Welcome Call Scenario automatically contacts guests on their check-in day to confirm arrival and ensure everything is in order.
It uses synced Hostaway data like guest name, property details, and booking info to create a personalized check-in experience. To learn more about setup, field customization, and example configurations, see the Welcome Call Scenario documentation.

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NPS Survey

The NPS Survey Scenario follows up with guests after checkout to gather feedback and measure satisfaction.
It can escalate negative feedback to a manager, record neutral comments, or text review links to happy guests. To learn more about setup, field customization, and example configurations, see the NPS Survey Scenario documentation.

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Knowledge Packs for Properties

You can attach Knowledge Packs to properties, giving your concierge and outbound scenarios shared access to structured company information.
  • Assign packs directly to a property.
  • Use the same Knowledge Pack across inbound and outbound workflows.
  • If no pack is assigned, the agent falls back to Hostaway property data.
  • Ideal for handling FAQs like “Is parking free?” or “Do you allow pets?”
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FAQs & Troubleshooting

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General Questions

No. The Concierge requires a valid Hostaway connection to sync property and reservation data.
Yes. Each concierge agent is tied to a single property and can be individually customized.

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Configuration

No. All property information syncs automatically from Hostaway.
Open the Outbound tab in the Property Detail view. You can activate, pause, or delete templates there.
Yes. Knowledge Packs can be assigned to properties, and their content applies to both inbound and outbound interactions.

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Usage and Results

All concierge and scenario call records are stored in the property’s activity log.
Yes. Use Call Transfer to define numbers and schedules for escalation.
For additional questions or guidance, try using our Virtual Support Agent! Available 24/7 to help resolve most issues quickly at thinkrr.ai/support. If you still need assistance, visit our support site at help.thinkrr.ai and submit a Ticket or contact our team directly at hello@thinkrr.ai.