Our CEO, Jeremy Gall, recently challenged a room full of operators: stop optimizing the journey and start owning the moments. A smooth check-in rarely makes a review. The fast fix when the hot water goes out might, especially if someone calls afterward to make sure everything's back to normal.
Owning those moments is harder than it sounds. We know that for many operators out there today, the first time they learn something is wrong is when a guest reports it. Often someone did notice. What the cleaner saw on the turn just never reached the person who could fix it.
This quarter's releases are steps in that direction:
Your team only has so much attention. These releases help you spend it on the issues that need it.
Controller is the AI daily operations feed of what needs your attention today. That includes unassigned tasks coming due, a team member who's unavailable for scheduled work, and a task that hasn't started ahead of check-in. Depending on the alert, it suggests who can cover, drafts a comment for you to send, or takes you straight to the task.
When you assign or reassign a task on the web, Breezeway now suggests up to five people for the job. The ranking uses the task's default assignee, who has done that task at the property, and department history. Every name shows that person's availability and how many tasks they have that day.
Set default assignees across many properties at once. You can do it from the Properties list, or from a user's profile in Manage Users. No CSV needed.
The routine questions shouldn't use up your team's attention. The issue behind a message should reach someone who can fix it.
Concierge is our AI guest messaging agent. It answers the questions guests ask most about their stay, like wifi, check-in, parking and amenities. Its answers come from the property details and reservation info your team already keeps in Breezeway, and it shows your team where each answer came from.
When a guest asks about an extra, like a late checkout, Concierge checks whether that offer is available for their reservation using the rules you've already set. If it is, the reply includes the price and a direct link to the offer, so the guest can request it right there. If it isn't available, Concierge lets them know. You choose which upsells Concierge can offer, and it works in both Copilot and Autopilot.
Every Blueprint now comes with suggested articles based on common guest questions and the playbook our Assist team uses. Accept, edit or remove each one. Nothing reaches Concierge or Assist until you save it.
Bulk messaging now reaches your team as well as guests. Filter by department and role, pick people individually, send now or schedule for later, and see who received it. It's useful for last-minute coverage or a policy update for the cleaning team.
Your systems should keep each other current, so nobody has to copy the same detail twice.
If you run on Guesty, your conversations from Airbnb, Vrbo, Booking.com and direct bookings now come into Breezeway Messaging, and replies go back out through the right channel. Custom property fields like lockbox codes and parking instructions now come into Breezeway and update in near real time, and you choose whether each one is available in your Guide, to Concierge, or both. Cleaning progress also shows up in Guesty as it happens, so your guest team can see whether a property is ready when an early check-in request comes in.
When Breezeway creates or changes a guest access code, it's written to the reservation in Track, Hostfully or OwnerRez, so you can keep sending codes through your PMS messaging. On Hostaway, when a property reaches Ready in Breezeway, the listing is marked Clean.
Compatible Ultraloq locks now connect to Breezeway, and supervisors and office staff can manage lock settings without admin rights.
Less time on setup means your team gets to the real work sooner.
Guesty, Streamline, Track and Hostaway users come straight into Breezeway, and AI suggests a role for each one. If it isn't sure about a role, it leaves it blank. Existing clients can pull in new hires any time.
Five new bulk actions in Manage Users let you change access, groups and other settings for many users at once.
New clients on Guesty, Streamline, Track and Hostaway get their property photos imported on the first sync. AI sorts the photos by room and tags what's in each one, and you can adjust the result on the new Manage Photos page.
New accounts start with simpler default templates, including a photos-only cleaning template. Automated workflows are disabled by default, so you choose which ones to turn on.
Guests don't remember the journey. They remember moments: the late checkout someone said yes to, the broken dryer fixed before the second load, the welcome note written by hand.
No team can be present for every touchpoint, and it shouldn't have to be. Great operators draw the line deliberately. Systems handle the predictable, and people own the meaningful. Get that line right and it shows up in your reviews, your owners and a team that stays.
That's what we're building Breezeway to do. This quarter's releases each take a little more of the routine off your team's plate. The people who make your homes feel cared for can then be ready when the moment arrives.