Overview
HostBuddy automatically raises action items when it encounters a guest inquiry it cannot handle or when it does not know the answer. You can create your own criteria for what constitutes an action item by creating Custom Action Item Instructions. HostBuddy then uses action item categories to group action items together, which makes it easy to review action items in your portal or send notifications to team members that are in charge of specific issues at your properties.
By default, HostBuddy provides five preset categories, but you can edit most of these or create your own custom categories to best manage your business.
Default Action Item Categories
By default, HostBuddy includes the following categories:
Cleanliness
Tasks related to cleaning the unit, restocking supplies, or general housekeeping.
Guest Requests
Unique guest needs such as special items or accommodations.
Maintenance
Tasks related to damaged, broken, or malfunctioning items or amenities (beyond normal cleaning or inventory issues).
Reservation Changes
Tasks related to guest reservation details, payments, or other arrangement updates.
Other
A catch-all category for anything else that comes up in guest conversations.
Note: This category cannot be edited or deleted.
Managing Categories in Settings
You can manage action item categories by navigating to Settings → Action Item → Manage Categories.
Within this section, you can:
Edit existing categories (Cleanliness, Guest Requests, Maintenance, Reservation Changes).
Update descriptions to better fit your business workflows.
Delete preset categories (except Other).
Create new categories by entering a Category Name and Description.
The category name and description are important - it provides guidance for HostBuddy’s AI to determine whether an action item fits into that category. You should be specific in what you want HostBuddy to consider, and ensure that other categories do not have overlapping directives/criteria.
How Categories Work with AI
There are two key concepts to understand:
Define what counts as an action item. (e.g., when HostBuddy should flag something for you).
Action Item Categories
Define how action items are organized once they’ve been flagged.
Together, instructions decide what gets flagged, while categories decide where it gets filed.
Benefits of Custom Categories
Creating your own custom categories provides greater flexibility in managing your team and workflows. For example:
You might create a category called Electrical Issues with the description: “Anything related to power outages or electrical malfunctions.”
Once created, you can then set up notifications so that action items in this category are automatically sent to your electrician or maintenance team.
This allows HostBuddy to:
Route the right issues to the right people.
Keep your team informed in real time.
Reduce delays by making sure no issue is overlooked.
Example Workflow
A guest reports that the power has gone out.
HostBuddy raises an action item.
Based on your custom category “Electrical Issues,” the item is classified correctly.
A notification is sent directly to your electrician, ensuring fast response.
Summary
Action item categories in HostBuddy give you full control over how issues are classified and routed. By editing default categories or creating custom ones, you can make sure every issue is tracked, categorized, and sent to the right team member.