Guest experience
Guest experience is the care a guest receives from the first enquiry through pre-arrival concierge, the stay itself and follow-up, handled by real people in the guest’s language.
How it works
Fast multilingual replies
Guests reach real people, with a median first reply under two minutes, in any of nine languages.
Pre-arrival concierge
Airport transfers, grocery pre-stock, private chef and experiences are all on the table for guests who ask.
Problem recovery
If something goes wrong, we sort it out with local providers or over the phone, and keep the owner informed.
What reaches you
- Reviews for your home in the owner portal, next to bookings, revenue and occupancy.
- Guest messages answered on your behalf, from the first enquiry to after checkout.
- Our screening on direct bookings: identity, fraud and risk checks, card authentication and a deposit hold.
Owner questions
Who answers my guests’ messages?
Real people on our team, in any of nine languages, with a median first reply under two minutes. Our websites also run an AI-assisted concierge chat, and its messages are labelled as AI-generated.
Which bookings does OmniVillas screen itself?
Direct bookings. We verify identity, run fraud and risk scoring with manual review of flagged bookings, authenticate the card and hold a security deposit. Guests who book through Airbnb or other platforms are screened by those platforms.
What concierge services can my guests request?
Airport transfers, grocery pre-stock, a private chef and local experiences, arranged before arrival for guests who ask. What is available depends on the home and the destination.