Airbnb / Short-Term Rental VA — Guest Comms, Cleaner & Maintenance Coordination

Abodess is a London short-term rental management company running 14 properties. We need a reliable, detail-obsessed VA to own our guest message exception queue, our cleaner and maintenance coordination, and our Airbnb support cases. Most routine messages are automated — your job is the conversations that need a real human: questions, problems, and coordination.

What you'll do:

• Answer guest replies and off-script questions using our templates and per-property FAQs
• Coordinate cleaners (via WhatsApp group) around checkouts and check-ins; confirm cleans are done before guest arrival
• Coordinate maintenance — dispatch handymen/contractors for repairs and chase each issue through to completion
• Handle Airbnb support cases — including disputing and getting unfair guest reviews removed
• Escalate anything sensitive (refunds, payment disputes, lockouts, complaints, safety) to the manager
• Keep the inbox and cleaner chat tidy and logged

You must have:

• Excellent written English (we will test this)
• Experience with Airbnb / ---------- or a channel manager (Hostify, Guesty, Hospitable, Hostaway, etc.) — strongly preferred
• A calm, warm tone under complaints and good judgement on when to escalate
• Reliable internet with a backup connection, a quiet workspace, and WhatsApp on your own number
• Availability in UK hours: approximately 8am–1pm and 4pm–6pm UK time (a split shift)

STRONG PLUS — please tell us about this explicitly:

• You have WORKED AT AIRBNB (Resolutions, Customer Support, Trust & Safety, or Claims), OR
• You have hands-on experience dealing with Airbnb support: getting unfair reviews removed, Resolution Center cases, AirCover / damage claims, or payout disputes.

Hours: about 25 hours per week to start, with room to grow to full-time.
Pay: please state your expected monthly rate.

To apply: Put the word "BERMONDSEY" at the top of your message. Then tell us:
(1) your short-term rental experience,
(2) your internet speed,
(3) your availability in UK time,
(4) a one-line reply you would send to a guest who messages: "the shower isn't draining and there's hair everywhere, this is disgusting.", and
(5) describe a time you got an unfair Airbnb review removed, or resolved a dispute with Airbnb support — what was the process? (If you haven't done this, just say so honestly.)