Question 1

How is this different from a co-host or property manager?

Accepted Answer

We're a coordination layer, not a property manager. We run your guest inbox and guest line 24/7 and coordinate your vendors — but we don't set pricing, manage listings, send on-site labor, or take over your business. You keep control of money, vendors, and big decisions. That narrower scope is exactly why we're priced at a fraction of a full manager's fee.

Question 2

What if I don't have a vendor roster yet?

Accepted Answer

We go live once your roster is in place — main cleaner, backup cleaner, handyman, and an after-hours emergency vendor (no roster, no service). If you're willing to build it, we'll send our Vendor Roster Guide and go live as soon as it's complete. If you're not ready, that's okay — we'll check back when you are.

Question 3

Do you use my vendors or yours?

Accepted Answer

Yours. Always. We coordinate the vetted vendors on your roster — we never source, vet, replace, or pay them. They bill you directly; we never touch vendor payments. We're the brain; your vendors are the hands.

Question 4

Does RHG handle inventory or restocking?

Accepted Answer

No. RHG is a detection-and-routing layer, not an inventory manager. We don't track stock, buy supplies, fund purchases, or guarantee restocking. If a supply issue comes up during a stay, we can report the alert to the team or vendor you've designated for that property so they can act. What to stock, when to buy, and who pays stays with you and your vendors.

Question 5

What about a property outside the US?

Accepted Answer

We support multiple markets and provide translation-assisted communications across every messaging channel. The same scope and roster requirement apply — we coordinate your local vendors wherever the property is.

Question 6

Do you guarantee a response time?

Accepted Answer

Coverage is 24/7. We work to service targets and escalate the moment an issue hits a stop-line, but we don't promise a specific minute-level response time unless it's written into your contract. Honest coverage beats a number we can't stand behind.

Question 7

When do I actually get charged?

Accepted Answer

Sign up free — you only pay once your service is live. Signing the agreement and adding a card on file charges $0 — it just unlocks onboarding, and setup completion is still $0. Both charges land at go-live: the one-time onboarding fee is captured first, then monthly billing begins (prorated). You never pay — implementation or monthly — for a service that isn't running yet.

Question 8

Why is there an onboarding fee?

Accepted Answer

Onboarding is real work — seeding your knowledge base, intaking your roster, configuring your workflows, and training on your property. The fee is disclosed up front and isn't charged until your service goes live, so you see exactly what you're paying for and nothing is billed until you're live.

Question 9

What if I want to cancel?

Accepted Answer

Month-to-month: 30-day notice, no early-termination fee. Annual: you commit to 12 months at a discounted rate; if you cancel early, the fee is $89 per listing for each month remaining — the per-listing vendor cost we're contractually committed to for your listings. It makes us whole on locked exposure; it's not a penalty markup.

Question 10

Why should I commit before I've talked to the founder?

Accepted Answer

The call with our founder isn't a sales pitch — it's a joint review of the onboarding you've already completed, so we both walk in aligned. Signing only authorizes a card ($0 charged) and unlocks your onboarding; nothing is billed until your service is live. It keeps the process fast and respects everyone's time.

Question 11

It's cheaper to use a software tool.

Accepted Answer

It is — by a lot. DIY tools are great if you want to be the labor at 2 AM. We're not competing with their price; we're competing with your bad nights. If rigor and round-the-clock coverage aren't priorities, a software tool is the right fit and we'll say so.

Question 12

Can you go below the $199 floor?

Accepted Answer

No. Our hard per-listing cost sits near $125 before any overhead, so below $199 there's no business to run. We don't make exceptions for big portfolios or easy onboarding — if the floor is the wrong number, a DIY tool is the better fit.

Frequently Asked Questions

Scope & fit

Billing & commitment

Price objections

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