How do you keep the cost so low?

As a short-term rental property management company, you are expected to be available 24 hours per day, yet you do not necessarily need to be actively working for those 24 hours. Essentially, you're on call. This is the critical reason why hiring your own 24/7 guest support or operational team is so inefficient - you're paying for idle time.

Being a firm that specializes in operational support, we are able to work with several clients at once and as a result we can charge a reduced rate to each of our clients. But doesn't that mean our quality of service will decline? No, that's the secret superpower of our team. We combine our North American team leads who oversee a select group of clients with our expert short-term rental specialists located in the Philippines dedicated to your company.

Why the Philippines? After 5+ years of hiring outside the USA and Canada in our own businesses, we've found The Philippines to have the perfect mix of cost, English quality, culture fit, integrity, and availability. We're confident that if we didn't tell you where someone on our team was located that you wouldn't be able to know the difference.

How does your pricing work?

During the introductory phase, we carefully assess your needs, business size, and requirements to develop a tailored proposal based on three key factors:

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Coverage Required - We work with you to determine the hours of coverage needed per day and the number of days per week to ensure comprehensive support.

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Type of Services - Whether you require guest communication, vendor scheduling, full-service operations, or other specific services, we customize our support to meet your needs.

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Number of Properties - We consider the total number of properties in your portfolio that you want us to assist with.

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Based on the factors above, we create a personalized proposal for you. Our standard rate starts at $9.95 per hour for 24/7 guest support for portfolios of 45 properties or less. For portfolios exceeding 45 properties, we don't simply double the rate; instead, we work with you to develop a custom rate that ensures fair pricing and meets your specific needs.

Are there any extra fees such as onboarding fees, cancellation fees, or overage charges?

No, when you work with us you can count on no fees or overage charges. We work carefully to understand your needs and then create a proposal based upon the type of engagement that's best for you. Unexpected fees are the worst and its our responsibility to understand your needs upfront.

Can I have Guest Support 4 days per week instead of 7?

While we strongly recommend 24/7 support for several reasons such as increased experience for your guests, an added selling feature for your business, a cheaper hourly rate vs fractional support and continuity for our team dedicated to your company, we are flexible and can adapt to your needs for Guest Support so long as you meet our minimum of 2 days per week. Some clients prefer to start with a few days per week, or 16 hours per day instead of 24 and then once they are confident in our abilities they will increase our scope of work to 24/7.

Do you work with hotel, motels and other types of accommodation?

While we primarily service short-term rental management companies, we do have the ability and crossover experience to take on similar accommodation providers such as hotel, motels, glamping resorts etc.

Fulfillment Policy

Valcove Hospitality Fulfillment Policy

1. Service Overview

Valcove Hospitality provides outsourced guest support services to short-term rental operators, property managers, and vacation rental hosts. Our services include guest communication, reservation management, issue resolution, and emergency support to enhance the guest experience.

2. Service Delivery

Upon purchasing or subscribing to our services, clients receive:

• 24/7 Guest Support: Our team will handle guest inquiries, bookings, check-ins, check-outs, and issue resolution based on your property's policies.

• Customized Response Handling: We operate according to the standard procedures you provide, ensuring a seamless experience for guests.

• Escalation Management: If issues require your direct involvement (e.g., maintenance, refunds, or cancellations), we will escalate them as per the agreed process.

3. Onboarding & Implementation

• After signing up, clients receive an onboarding consultation to define service preferences, escalation protocols, and communication expectations.

• Setup typically takes [X business days] and includes integration with your property management system (if applicable).

• Once onboarding is complete, services will begin immediately.

4. Payments & Billing

• Payments are processed securely through Stripe and are billed according to the agreed service plan (e.g., monthly, per booking, or per guest interaction).

• All charges are displayed in CAD/USD and are subject to applicable taxes.

• Recurring payments (if applicable) will be charged automatically unless canceled in advance.

5. Cancellation & Refund Policy

• Service Cancellation: Clients may cancel their service by providing [X days] written notice before the next billing cycle.

• Refunds: Due to the nature of our services, we do not offer refunds for completed work. However, if you are dissatisfied with our service, please contact us to discuss a resolution.

• Subscription-Based Plans: Clients who cancel mid-term will not receive prorated refunds unless otherwise stated in their service agreement.

6. Client Responsibilities

To ensure smooth service delivery, clients must:

• Provide accurate and updated property information, booking details, and guest policies.

• Respond to escalated issues promptly when guest support cannot resolve them independently.

• Ensure that third-party integrations (e.g., property management software, booking platforms) are accessible and functional.

7. Service Limitations

While we strive to provide exceptional guest support, Valcove Hospitality does not:

• Handle in-person guest interactions, property maintenance, or physical operations.

• Make financial decisions on behalf of property owners, such as refunds or compensations, unless pre-authorized.

• Guarantee 100% resolution of all guest issues, as some situations require direct host or property management involvement.

8. Contact Information

For questions, support, or service inquiries, contact us at:
📧 Email: [support@valcovehospitality.com]
📞 Phone: [Your business phone number]
📍 Address: [Your business address]