01
Triage every inbound message
Classify by issue type, urgency and sentiment the moment it arrives. A lockbox that won't open at midnight is handled differently from a question about late checkout next week.
Short-term lettings
Short-term letting is a communication business that happens to involve property. Every stay generates check-in questions, access problems, maintenance reports, extension requests, complaints and reviews — across multiple channels, at all hours, with owners on one side and guests on the other.
Groundwork handles the routine majority of that traffic correctly, hands the rest to your team with full context, and never steps outside the policies you've set.
Properties, units, owners, guests, bookings, channels, cleaners, contractors, house rules — your ontology is written in the terms your operation actually runs on, with the people who run it, so agents reason about a changeover the way your team does.
01
Classify by issue type, urgency and sentiment the moment it arrives. A lockbox that won't open at midnight is handled differently from a question about late checkout next week.
02
Access instructions, Wi-Fi, house rules, local recommendations, check-in and checkout logistics, straightforward extension and early-arrival requests — answered in your voice, from your data.
03
Maintenance that needs a contractor, complaints that need judgement, anything touching money or safety — routed to the right person with the conversation summarised, attributes attached and a suggested reply drafted.
04
Refund limits, compensation rules, what can and can't be promised to a guest, what gets reported to an owner: encoded as gates the agent cannot bypass.
05
Tone set per workflow and adjusted live — warm on arrival, conciliatory when a guest is unhappy, precise when confirming details.
Triage
Resolved automatically
Answered in your voice, from your data.
Escalated with context
Routed to the right person with a summary and suggested reply.
Groundwork connects to your property management system and channels — including Hostaway — through MCP and APIs and maps them into a single Context Layer, so it understands your bookings, properties and guests as one picture rather than as separate feeds. You decide, per connection, what it's allowed to do — read messages, send replies, create a maintenance task, never issue a refund.
Every agent is tested against an evaluation set built from your own past conversations. You see how it would have handled last month's cases before it handles next month's. When your policies change, it's re-tested.
Set Groundwork up yourself, or have our team run Foundations — a fixed-scope package in which we map your operation into Groundwork and replay your real cases against it with your team. Either way it's proved on your history before it goes live. How it works
Thirty minutes. Bring a rough sense of your message volume and the two or three request types that eat your team's time. We'll show you Groundwork running on lettings and tell you plainly what it would and wouldn't automate for you.