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There are many benefits to short letting but being woken up in the middle of the night because your guests don’t have hot running water isn’t one of them. If you’re successfully operating at high occupancy levels, it’s inevitable that at some point something will go wrong once you’ve clocked off for the day. A temperamental boiler might be enough to ruin your evening or weekend plans, or those of your team. 

Launched this January

In response to this problem, City Relay has created a new out-of-hours (OOH) service for its short let clients that has just launched this January. The OOH service, available as an add-on or standalone solution, means City Relay clients can sleep easy knowing that their guests’ enquiries and problems are being handled promptly and professionally 24/7. Whether it’s a power outage at 3am on a Tuesday or a dodgy door lock at 3pm on Sunday, our fully-trained team will manage the issue through to resolution. 

The OOH service will operate between the hours of 6pm – 9am Monday to Friday and all day at weekends and UK public holidays. By outsourcing the responsibility of phone call handling and resolving guest issues outside of regular office hours, clients, and their staff, no longer need to spend their weekends and nights on-call. We’ve recruited additional guest service assistants and night service managers so we can deliver the same reliable and responsive service our clients, and their guests, have come to expect from us around the clock. 

First to market

The first client to take advantage of the City Relay OOH service is PVL, a successful property investor with a portfolio of 20 properties in London. We are supporting PVL’s business by handling phone calls from guests that happen once their office is closed for the day. PVL chose City Relay as they wanted to deliver a superior guest experience 24/7 while continuing to grow their business. 

The new OOH service compliments the existing solutions that City Relay offer to property management companies and serviced apartment providers, giving them a one-stop-shop for all their operational needs. City Relay is uniquely placed to serve the short let market in London with its Reception Spaces, warehouse, HQ and a growing team of experienced guest services, housekeeping and maintenance professionals all based in the city. 

We’re very excited to have launched this new out-of-hours service. Erskine Berry, Head of B2B at City Relay, said: “This is an exciting launch for City Relay and demonstrates how we continue to stay ahead of our client’s needs in an increasingly professionalised industry.” 

To find out more about our new OOH service, or our existing B2B services, please get in touch with our team of short let experts. 

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