Pass the Keys, a short-term rental franchise operator managing over 1,700 properties in the UK and Spain, has partnered with Conduit to deploy AI-powered guest messaging across all 65+ franchise locations. The move is designed to speed up response times, ensure consistent service, and reduce the workload on human teams.
The integration connects the company’s proprietary property management system directly with Conduit’s AI messaging platform. All guest, host, and service provider communication is now managed in a single interface, replacing the patchwork of Airbnb, Vrbo, Booking.com inboxes, ticketing tools, and VOIP systems.
Previously, most guest enquiries were handled by Pass the Keys’ central Guest Services Team, though some franchisees managed communications locally. With the new system, routine requests like check-in times, Wi-Fi details, or amenity information are answered automatically, 24/7, in a tone aligned with Pass the Keys’ service standards. Conduit’s AI works across voice, SMS, chat, and email, consolidating multi-channel communication into one streamlined workflow.
Ian Tyrrell, CTO at Pass the Keys, said the technology allows the company to “extend that high-impact human touch to work faster, around the clock.” He added that the platform was developed with Conduit to fit seamlessly into franchise operations, “making our franchisees’ lives easier while elevating our commitment to excellent guest experience.”
Cole Rubin, CEO of Conduit, said the priority was to build AI that “feels authentic” to a client’s brand and earns trust before taking over large portions of communication. “Property managers are incredibly busy, but any AI communications need to earn their trust before they can truly take the weight off human teams’ shoulders,” he said.
The move aligns with a growing trend in the STR industry toward automation tools that enhance the guest experience at scale, and enable staff to spend less time on repetitive questions and more on personalized service, portfolio growth, and guest satisfaction.
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