HostBuddy is designed to assist with a wide range of guest communication, but there are certain topics where it should not take action or respond. Topics to Avoid is where you define these boundaries. This helps prevent confusion, miscommunication, or missteps on sensitive or complex issues.
Where SOPs guide HostBuddy on what actions to take, Topics to Avoid define the moments when it should hold back.
What Topics to Avoid Are
These are scenario-based restrictions that guide HostBuddy not to respond to certain guest questions or requests. When a guest message contains a topic you’ve chosen to avoid, HostBuddy will recognize it and refrain from sending a response. This allows your team to step in directly.
You can add "Topics to Avoid" by navigating to the properties page and selecting "Property Setup" on the property tile that you are interested in working on. Within the property profile, the very last page will have your topics to avoid.
Topics to avoid can be applied by reservation phase. To set this, click the pen icon next to the relevant guest stage in your property settings.
When and Why to Use Topics to Avoid
Adding a Topic to Avoid is useful when:
A situation requires your direct attention
HostBuddy does not have the authority or data to resolve the issue
You want to limit AI interaction for complex or high-risk topics
Some common examples include:
Guests requesting or needing confirmation of booking changes
Complaints about maintenance or property issues
Questions about door codes, entry, or access
Cancellation requests or refund demands
Setting Up a Topic to Avoid
Create a Topic Statement
This should clearly describe the exact situation. Be specific. Avoid vague descriptions like “Guest is upset,” which could prevent HostBuddy from addressing legitimate concerns. Instead, define what exactly should be avoided—e.g., “Guest is requesting to cancel their booking.”
Add a Description
Use this field to clarify what is included or excluded in the topic. For instance, you might say “Only applies if the guest is referencing a third-party platform” or “Does not apply to late checkout requests.”
Choose When It Applies
You can specify which reservation phases the topic applies to: inquiry, confirmed stay, or post-checkout. This ensures HostBuddy acts appropriately depending on the context.
Use Presets or Add Custom Topics
HostBuddy offers preset options based on common use cases. You can select from these or write your own custom topics to suit your specific needs.