SOPs (Standard Operating Procedures)
HostBuddy uses SOPs to follow your instructions when specific situations arise during a guest’s stay. Think of SOPs as HostBuddy’s internal playbook. By providing clear, standardized directions, you empower HostBuddy to manage common guest issues without needing human intervention.
SOPs are essential to increasing HostBuddy’s effectiveness. They help ensure responses align with your standards, and that guests receive fast, accurate support—even when you’re offline.
Getting Started
You can begin by filling out HostBuddy’s recommended SOP sections based on common hosting scenarios with your preferences. These cover most frequently encountered situations and provide a strong foundation.
Check out some recommended SOPs here!
If you need SOP help, reach out to support@hostbuddy.ai—we’re happy to share common examples that work well for many hosts.
You can also add SOPs unique to your property setup or operational needs. You can do this by clicking "+ Add Item" at the bottom of each section.
Finally, each SOP can be set based on reservation phase by selecting the pen icon next to each SOP. This is great if you have different policies for different reservation stages. It also works well for setting HostBuddy to discuss specific SOPs during select phases.
Keep in mind that all reservation phases are defaulted to active. Selecting a phase makes it inactive.
Why SOPs Matter
SOPs allow HostBuddy to:
Respond to common scenarios based on your exact preferences
Create consistency across guest experiences
Know when to act independently and when to escalate to your team
Operate within safe boundaries, avoiding over-promising or taking incorrect action
Improve guest satisfaction through timely, confident responses
What SOPs Are
SOPs are short, structured, rule-based instructions written by you. Each SOP gives HostBuddy a clear decision-making framework for a specific type of situation.
They are not sample messages or suggested phrasings (those should be added in the Conversation Preferences section). Instead, they are logic-based directives that tell HostBuddy what action to take.
How to Write Effective SOPs
Keep your SOPs:
Short: Each SOP should be 600 characters or less
Actionable: Focus on the decision or action HostBuddy should take
Conditional: Start with “If a guest…” and describe the scenario
Directive: Define what HostBuddy should do, including any rules or parameters
Neutral: Avoid including tone or message style
Possible: Keep in mind HostBuddy has limitations in what it can do, so stick to writing SOPs that align with its capabilties.
Example:
If a guest reports the Wi-Fi is not working, tell them to restart the router using the switch in the cabinet above the fridge. If the issue persists, escalate to the host.
HostBuddy Capabilities and Limitations
Consider the following capabilities and limitations when writing SOPs.
HostBuddy can:
Reference stored property details
Review full guest conversation history
Discuss availability and pricing
Escalate a situation to a contact via a one-time message
Follow conditional logic and step-by-step instructions
Walk guests through basic troubleshooting
HostBuddy cannot:
Contact vendors, team members, or third parties
Send multiple messages in response to one issue
Access live data beyond what’s stored
Make booking changes or process payments
Solve issues requiring physical intervention
Act outside of instructions you’ve provided