US based STR Property Managers: Would You Find a 24/7 Maintenance Team Useful?
I was told to post here.
I’m looking for honest feedback from property managers in the US who manage short-term rentals.
I’ve already set up a 24/7 dispatch team, and I’m exploring a service where we basically become the maintenance operations team for a property management company.
There wouldn’t be any new software or platform that you’d have to learn. It would be fully human-based.
The way I’m thinking it would work:
If a guest has an issue with the AC, plumbing, electricity, locks, appliances, or anything else, the request comes to our dispatch team.
We would then:
Speak with the guest and understand the issue
Troubleshoot basic problems where possible
Contact vetted local vendors
Compare pricing and availability
Get approval from the property manager when needed
Schedule and coordinate the work
Keep the guest and property manager updated
Follow up until the job is completed
Provide the final invoice and job details
The goal is to remove the headache of answering maintenance calls, searching for vendors, comparing quotes, scheduling technicians, and following up on every repair.
For pricing, I’m thinking there would be no monthly retainer and no long-term contract. We would only charge when a job is actually completed, most likely as a percentage of the final vendor invoice.
My main questions are:
Would this be useful for your company?
Would you be comfortable letting another team communicate directly with guests and vendors?
Would percentage-based pricing make sense, or would you prefer a flat fee per completed job?
What controls or approval process would you need before trusting a company with your maintenance operations?
What are the biggest flaws or risks you see with this idea?
I’m not trying to sell anything here. I’m genuinely trying to understand whether this solves a real problem and what would need to be in place for property managers to use it.
Honest criticism would be really helpful.