Services/Guest & field support
People on the ground when you need them
Check-ins, access, viewings and day-to-day issues handled by our own operations team, from 8am to 8pm, seven days a week.
Guest & field supportOur expertise in guest services and field support
A guest remembers how they were welcomed. Our team carries out in-person check-ins, pre-check-in inspections and post-check-out services, with face-to-face vetting where required, and a field team that deals with problems on the ground. All of it is tracked on our platform, from inventories to issues flagged in real time.
Three ways we support guests and properties
Pre-check-in inspections
We check the property is clean, tidy and welcoming: spot cleaning, maintenance issues and key amenities such as Wi-Fi, TV connectivity and utilities.
In-person check-in
A warm welcome, a walk-through of the property and local area insight, with face-to-face vetting where required.
Post-check-out service
Cleaning, linen and toiletries after every stay, with deep cleans, maintenance and compliance available.
What goes wrong with guest & field support, and how we handle it
Guests stuck without help
What usually happensA locked door or a missing item becomes a bad review.
What happens with usA responsive operations team from 8am to 8pm, seven days a week.
Handoffs between suppliers
What usually happensGuests are passed between cleaners, maintenance and your team.
What happens with usOne team coordinates cleaning, maintenance and support.
Access and key problems
What usually happensArrivals are delayed by key and access issues.
What happens with usPersonal check-ins and clear access arrangements.
No record of what happened
What usually happensDisputes are hard to settle without a history.
What happens with usEvery request logged and closed in the Opago platform.
Everything we cover
Why operators choose Opago for guest services
Face-to-face vetting
In-person vetting reduces the chance of poor tenant experiences.
Operations team 8am to 8pm, seven days a week
Coordinating your services and responding to requests, with urgent maintenance covered 24/7.
Inventories and reports in real time
Hosted on our platform as standard.
Local knowledge
We know the areas where properties are located.
Joined up with cleaning and maintenance
Issues found at check-in are fixed by the same team.
A popular choice with existing clients
Chosen by property managers already working with Opago.
The outcome:
From request to record
A request comes in
Through the Opago platform, by phone or from your own systems.
Our team triages
Every request is assigned to the right person straight away.
Someone attends
Our field team deals with it on the ground.
It is closed and logged
The outcome is recorded, so you can see what happened.
Part of one complete solution
Guest & field support sits at the highlighted stages of the Opago lifecycle, alongside our other services.
See guest & field support in the Opago platform
- Helpdesk and workflowRequests are logged, assigned and tracked until closed.
- See who is whereKnow when our team is on site and what they are working on.
- A history of every guest requestSearchable records for reviews, owners and disputes.
Portfolio overview
Unit status View all →
Operational progress
Used by teams like yours
Common questions
Do you offer personal check-ins for short-let guests?
Yes. Personal check-ins and viewing assistance are part of the service.
Do you offer out-of-hours support?
Our operations team works from 8am to 8pm, seven days a week. For urgent maintenance, our rapid response team is on call 24/7.
How quickly do you respond to requests?
We respond to requests within a working day.
How do guests get the keys?
We offer in-person check-ins, and key collection through KeyNest where you want a self-service option.
Who do guests contact?
We agree the process with you, so guests have a clear route to get help.