Short-Term Rental Guest Communication VA – Airbnb, Vrbo & Hospitable

We are a U.S.-based short-term rental/property management company looking for an experienced STR Virtual Assistant to join our team long-term.

Your primary role will be handling guest communication and support through Airbnb, Vrbo, and Hospitable.

This is not an entry-level VA position. Previous hands-on STR experience AND Hospitable experience are required.

Responsibilities

• Monitor and respond to guest messages through Hospitable, Airbnb & Vrbo
• Provide fast, friendly and professional guest support
• Troubleshoot check-in, door-code, Wi-Fi and other property issues
• Handle guest complaints calmly and professionally
• Coordinate with cleaners and maintenance providers when needed
• Follow up with guests to make sure issues are resolved
• Recognize when an issue needs to be immediately escalated
• Follow our SOPs while also using good judgment to solve problems independently

Many routine messages are already automated, so we need someone who can problem-solve—not simply copy and paste responses.

Availability

Our rentals operate 24/7, so guest messages and urgent issues can occur outside normal U.S. business hours.

We need someone who is highly responsive and able to provide reliable extended coverage, including nights, weekends and holidays.

Some days may be very quiet while others may have multiple guest issues.

Please be honest about the hours you can realistically cover and how you handle urgent overnight messages.

Internet & Reliability — REQUIRED

You MUST have a strong, reliable high-speed internet connection.

Please do not apply if you live in a rural area with frequently slow, spotty or unreliable internet/mobile service.

You must also have a backup internet option, such as reliable mobile data/hotspot or a secondary connection.

Because our guests depend on timely responses, recurring internet/connectivity problems will not work for this position.

What We’re Looking For

• Previous Airbnb & Vrbo experience
• Previous Hospitable experience
• Excellent written English
• Strong problem-solving skills
• Calm and professional with difficult guests
• Reliable and highly responsive
• Comfortable communicating with cleaners and maintenance
• Able to work independently and know when to escalate an issue
• Interested in a long-term position

Compensation

This position will be paid at an agreed-upon set daily rate rather than hourly because message volume varies from day to day.

Please include your requested daily rate in USD when applying.

There is potential for additional responsibilities and growth within our company for the right person.

How to Apply

Start your application with the words:

HOSPITABLE VA

Then answer these questions:

1. Describe your STR experience, including how long you’ve worked in the industry and the largest number of properties you’ve supported at one time.
2. Which platforms have you personally worked with? Please specifically describe your experience using Hospitable.
3. What hours are you realistically available in Philippine Time (PHT), and how do you handle urgent overnight guest messages?
4. What type of internet connection do you have? Do you have backup internet/mobile data, and how often do you experience internet or power outages?
5. Are you currently working for other clients? If so, approximately how many hours per week?
6. What is your requested daily rate in USD?
7. Briefly describe a difficult STR guest situation you personally handled and how you resolved it.

Guest Scenario

A guest arrives at 11:30 PM and messages:

“Our door code isn’t working. We’ve been traveling all day and we’re exhausted. If you can’t get us inside immediately, I want a full refund.”

Please provide:

1. The exact message you would send the guest.
2. The steps you would take immediately afterward.

We’re looking for someone dependable who understands hospitality, communicates well, and can become a trusted long-term member of our team.

If you have strong STR experience, Hospitable experience, reliable internet and excellent guest communication skills, we’d love to hear from you.