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OnPass
OnPass

24/7 Guest Support for Short-Term Rentals

Your guests don't know it's after hours. And they shouldn't have to.

Whether someone can't get through the front door, can't connect to the Wi-Fi, has an HVAC problem, discovers a leak, or doesn't know how to operate something inside the property, OnPass is there to respond.

Our team provides 24/7 guest support for Airbnb, VRBO, and short-term rental properties so you don't have to personally answer every after-hours call.

An apartment building at night with lights on in most windows

Guest support, day or night.

Our team can:

  • Answer incoming guest calls
  • Respond to routine guest questions
  • Troubleshoot common property issues
  • Collect photos, videos, and details
  • Create maintenance work orders
  • Coordinate maintenance vendors
  • Escalate emergencies
  • Provide status updates
  • Document conversations and outcomes

You don't necessarily need full 24/7 coverage.

OnPass can support property managers who only need nights, weekends, overflow coverage, or specific hours when their internal team isn't available.

  • Nights

    Lockouts, AC, leaks, and Wi-Fi don't wait for morning.

  • Weekends

    Check-ins peak when your office is closed.

  • Holidays

    Full houses, full calendars, same response.

  • Overflow

    Cover the hours your internal team can't.

Not every guest issue requires a vendor.

Sometimes something that sounds like a maintenance issue can be resolved remotely.

Before sending someone to the property, our team can walk the guest through basic troubleshooting based on your property instructions and SOPs.

That can help reduce unnecessary service calls, maintenance expenses, and interruptions for your property management team.

  • “The Wi-Fi isn't working.”

    Router power-cycle, then the network name and password from your property notes.

  • “The kitchen outlets are dead.”

    Locate the panel, find the tripped breaker, reset it. Confirm the fridge is back on.

  • “The smart lock won't respond.”

    Battery check, then the backup code from your instructions. Note it for the next turnover.

Give your guests someone to call at 2AM.

Tell us how you handle after-hours today and where the gaps are. We'll build coverage around it.

Get started

or call +1 (404) 574-1364
or email info@onpass.co