Internal Knowledge Base Version (Detailed Overview)
Plan Type: Entry-Level 24/7 Guest Support Package
Price: $2,000/m
Coverage:

• Hotels: Up to 30 rooms

• STR/Airbnb/Vacation Rentals: Up to 10–15 listings

1. PLAN PURPOSE & POSITIONING

The Foundation Plan is Deskline’s entry-level 24/7 coverage package designed for small hotels, B&Bs, boutique inns, and STR operators who require full guest messaging support but have moderate inquiry volumes.

This plan focuses on:

• Non-stop coverage

• Professional handling of guest communication

• Accurate booking, modification, and cancellation support

• Standard operational coordination based on predefined SOPs

• Keeping guest experience consistent without full-scale operations management

It provides the essential communication backbone for properties that can’t justify higher-tier operational complexity.

2. TARGET CLIENT PROFILE

Best suited for:

• Properties with predictable guest flows

• STR operators with 10–15 active listings

• Hotels with up to 30 rooms

• Owners needing 24/7 presence without needing complex operations or vendor coordination

• Businesses with minimal custom workflow needs

Key signs this plan fits:

✔ They mostly need guest communication, not advanced ops
✔ They want daily coverage but have light coordination requirements
✔ They do not require deep integration into PMS, CRM, or custom middleware
✔ They prefer SOP-based workflows rather than custom systems
✔ They are not large enough to require escalation layers or advanced reporting

3. PLAN INCLUSIONS (Detailed Breakdown)

A. 24/7 Multi-Channel Guest Support

Deskline agents manage all guest messages across the following channels:

• Email

• OTA Messaging (Airbnb, Booking.com, Expedia, Agoda, VRBO)

• Live Chat Widget

• Social Media Direct Messages (Facebook, Instagram)

Core responsibilities:

• Respond to all inquiries within SLA timeframes

• Maintain tone, branding, and professionalism

• Cross-check availability before confirming booking-related responses

• Follow property SOPs strictly

B. Booking Management

Included actions:

• Confirm new bookings

• Process booking modifications

• Handle booking cancellations (based on property rules)

• Provide payment instruction messaging (if needed)

• Double-check OTA guest details for accuracy

Not included (handled in higher plans):

• Manual OTA calendar sync corrections

• Rate management

• Overbooking resolution

• Inventory adjustment

C. Guest Inquiry Handling

Deskline answers all general guest inquiries, including:

• Check-in/check-out times

• House rules

• Facility details

• Parking instructions

• Amenities information

• Local recommendations (based on property guidelines)

• Directions & GPS location guidance

• Policy reminders (pets, noise, smoking, damages, etc.)

Agents will always refer to:

• Updated property SOPs

• Host/property-specific instructions

• Approved template messages

D. Automated Guest Messaging (Pre-Arrival & Departures)

Deskline triggers or manually sends approved templates for:

• Pre-stay welcome message

• Check-in instructions

• Reminder message on the day of arrival

• Mid-stay courtesy checks (if included in SOP)

• Check-out instructions

• Post-stay thank-you message (template-based)

This ensures all guests receive consistent, on-brand communication without manual owner involvement.

E. Daily Reporting

Deskline provides a daily end-of-shift summary covering:

• Total messages received

• Resolutions completed

• Pending items requiring owner attention

• Notable guest concerns

• Booking-related updates

• Any irregularities or escalations

Purpose: keep owners updated without overwhelming them.

F. SOP Setup (Basic Level)

During onboarding, Deskline sets up:

• Basic communication templates

• Check-in/check-out instructions

• House rules document

• Standard operating workflows

• Escalation rules (who to contact, when, and how)

Custom SOP development is not included — clients needing advanced workflows belong in higher tiers.

G. Light Coordination Support

This includes:

• Answering questions about check-in instructions

• Reminding guests of procedures

• Coordinating basic arrival needs (e.g., security code reminders)

• Passing urgent matters to the owner or manager

Not included:

• Vendor scheduling

• Maintenance dispatching

• Deep operational coordination

• Multi-department collaboration

These are exclusively available in higher plans.

H. Dedicated Success Manager

Every Foundation client is assigned a Deskline Success Manager responsible for:

• Onboarding support

• SOP preparation

• Monthly performance check-in

• Reviewing communication logs for quality

• Ensuring updates from the client side are implemented

• Serving as the main liaison for concerns or changes

The Success Manager is not part of the daily messaging team — they oversee communication quality and consistency.

4. LIMITATIONS & NON-INCLUSIONS

The Foundation Plan does not include:
⛔ PMS or CRM integration
⛔ Vendor coordination (cleaning, maintenance, transport)
⛔ Heavy operational support
⛔ Custom automations
⛔ Weekly account management meetings
⛔ Phone support (unless add-on is purchased)
⛔ Custom reporting dashboards
⛔ Complex multi-property workflows
⛔ Complaint or dispute handling with OTAs

This plan is strictly designed for communication + basic operations guidance, not full backend operations.

5. KEY OUTCOMES FOR CLIENTS

Clients under the Foundation Plan experience:

• Zero missed messages

• 100% consistent guest communication

• Reduced host/property manager workload

• Improved guest satisfaction

• Faster response times

• Clear and predictable daily reporting

• A stable foundation to support business scaling

When clients start growing above 30 rooms or 15 STR listings, or when they need deeper operational involvement, they are advised to upgrade.

6. COMMON UPGRADE TRIGGERS

Clients typically move to ASCEND or VELOCITY when:

• They require 24/7 phone support

• Message volume increases significantly

• They begin operating multiple properties

• They require vendor/cleaner coordination

• They want PMS/CRM integrations

• They need proactive guest surveys

• They want monthly insight reports

• They scale to 20+ STR listings or 50+ hotel rooms