Morning brief7:02 AM
61messages handled overnight
12incidents resolved
1thing from last night needs you
Needs you
Approve the goodwill refund on #118 (the 6:40 AM odor complaint). Draft is ready.
Everything else is already handled.
Xenia You don't need a management company. You need a trained desk.
A remote guest desk for short-term rental operators and property managers with 5 to 50 units, in the US and abroad.
$59 to $149 per listing a month · No revenue share · Month-to-month
Already runs the nights for Palisade Stays, Sun Mountain Stays, Streamlined Stays and The Columbus Hotel.
In a hurry? what it costs, how it starts, the questions.
Why not just…
$1,106
Xenia, per month, all in
A management company would take $8,400 to $12,600 of the same revenue.
Management shown as the 20% to 30% band this page already states. Xenia on the Silver tier at $79 per listing per month, floored by the $299 monthly desk minimum. An estimate on the two numbers you entered, not a quote.
You've weighed the alternatives. Here's the honest version.
| What is being compared | Management co. | Generic VA | Xenia |
|---|---|---|---|
| Takes a % of your revenue | Management co.Yes: 20–30% | Generic VANo | XeniaNo |
| Your guest relationships | Management co.Theirs | Generic VAAt risk | XeniaAlways yours |
| Trained on short-term rental | Management co.Varies | Generic VANo | XeniaOperators, decades in STR |
| Judgment at 2 a.m. | Management co.Maybe | Generic VAOff-script | XeniaTrained escalation |
| You keep final say | Management co.No | Generic VAYes | XeniaYes |
| Commitment | Management co.Long contracts | Generic VACheap, churny | XeniaMonth-to-month |
…and the morning after that same night
You open your phone to a brief, not a backlog.
The operating record behind the work
Between us, decades of operating short-term rentals. We know the tools you run on, and the nights the tools do not cover.
- 297+
- short-term rentals operated
- 120+
- listings launched
- 17,100+
- reservations handled
- $97.5M+
- in property value managed
- 83
- owners served
- 30+
- markets · 10 states
- 9
- hospitality companies built, run, or scaled
- 680+
- claims filed
Attested · as of 2026Jake Lee, Founder, Xenia
Xenia runs the desk for Palisade Stays, Sun Mountain Stays, Streamlined Stays, and The Columbus Hotel. The portfolios we run ourselves, first. We do not sell a desk we have not run our own nights on.
A note from the founder
I have run the desk. Not supervised it, run it: the lock that dies at 9:55 PM with an arrival due at 11:00 PM, the cleaner who cancels the morning of a back-to-back, the guest demanding a full refund at 6:40 AM who is not entirely wrong. Every one of those routes to one person. Eventually that person stops leading the business, because they are always reacting to it. I built Xenia to be the desk I needed at 2 a.m. and did not have. It runs my nights before it runs yours.
Is this you?
We built Xenia for one operator in particular.
You've spent years tethered to a screen, bracing for the next irate guest, taking calls from an Airbnb rep at 2 a.m. Hand Xenia the desk and put the phone down.
Three or more, and we should talk.
Why the desk holds
I tried a VA and it went off-script. Why is this different?
Three things. Operators work to published escalation rules you write, so what gets decided and what comes to you is agreed before anyone answers a guest. Replies are verified against the unit file first: routine questions are answered from your approved replies, and anything outside them is drafted for your decision. And the desk is a named roster on four-hour blocks rather than one person, so context lives in the file and the shift notes instead of in someone's head.
Will the desk sound like me to my guests?
Yes, that is the point of intake. We work from your approved message standards and the voice your listing already uses, not a generic template. Anything outside those standards gets drafted for your decision rather than improvised, so the guest never hears a stranger and you never find out afterward.
The desk should not own your life.
Every guest question, cleaner update, vendor delay, lock issue, refund request and maintenance thread lands on the same person.
Usually the owner, or the most competent person on the team.
Eventually you stop leading the business because you are always reacting to it.
Xenia gives you a trained desk, so the operation stops depending on one exhausted person remembering everything.
Who actually answers
A desk with names on it.
Anonymous labor is the other enemy. You cannot hold a queue accountable, and the companies selling you one are counting on that. Here is our roster.
Guest messaging · Cleaner and vendor coordination · Maintenance triage · Overnight escalation
| Name | Role | Focus |
|---|---|---|
| Allan | RoleOperations Lead | FocusRuns the board and the escalations |
| Sheilla | RoleSenior Operator | FocusGuest messaging and recovery |
| Leo | RoleSenior Operator | FocusTurnovers and vendor follow-through |
| Jade | RoleOperator | FocusOpening shift and the morning brief |
| Belle | RoleOperator, US Eastern | FocusDaytime overlap from Florida |
| Mae | RoleOperator | FocusThe hotel lane: guest messages and turnovers |
How the night is actually staffed
Bronze8 hours a day, $59 a listing
Silver12 hours a day, $79 a listing
Gold16 hours a day, $99 a listing
24/7 DeskEvery hour, $149 a listing
No revenue share · Month-to-month
The desk runs in four-hour blocks, seven days a week, 365 days a year. Your tier buys eight, twelve or sixteen hours a day and you choose where they sit in the 24, overnight included, or every hour with the 24/7 Desk at $149 a listing. Most of the team is in Manila, twelve or thirteen hours ahead of US Eastern depending on the season, so a US night is their daytime shift. A staffed desk, not a pager someone answers half asleep.
See the full desk, the shift loop, and the escalation rulesWhere we stop
Five things the desk will never do without you.
Coverage and coordination, not authority. This boundary sits in the operating scope, not just the marketing. Handing us the night is not handing us the business.
- 01Final refund decisionsWe document, draft, and hand it to you.
- 02Vendor paymentsWe coordinate the work. Your money stays yours to release.
- 03Emergency dispatch authorityWe wake you on your rules, then act on your word.
- 04Damage claimsWe build the evidence file. You decide whether to file.
- 05Owner-level decisionsPricing, policy, and the brand never move without you.
Everything on that list gets escalated, never absorbed. If you want a company that makes those calls for you, you want a management company, and you will pay 20 to 30 percent of revenue for it.
Answered from your file, in your voice.
What happens to each guest message during the hours you cover, in order.
What we do on every message
- 01Read the reservation and the unit file before replying
- 02Answer routine questions from your approved replies and house rules
- 03Send anything outside those rules to you, by the escalation path you wrote
- 04Log it in the shift report, so the next shift and your morning brief carry it
What we do not do
- Cover hours you did not choose. You picked them; we do not pretend to cover the rest.
- Decide refunds, discounts or damage claims. Those stay with you.
- Run cleaner and vendor threads on a guest's clock. Those follow their own dispatch schedule.
We would rather publish what we do in full than a promise we quietly redefine when it is inconvenient.
In their words
What owners say about the operator behind the desk.
Nine owners and partners, in their own words, on working with Jake. Real names, real markets, unedited.
What had felt overwhelming turned into something I could handle confidently. More than a year later, the property is a Top 1% Guest Favorite on Airbnb with an unbroken streak of over 100 five-star reviews.
Within a month, the difference was unbelievable. My business became more profitable and so much easier to manage. Working with Jake did more than fix my business. It brought calm back into my life.
Jake exceeded every expectation. Professional photos, smart pricing, perfect staging, guests and platform communication handled with total ease. Truly exceptional at what he does.
He knows the rental platform space inside and out and approaches every challenge with confidence and professionalism. His drive made a huge difference in helping me complete my project.
Thanks to Jake, my first Airbnb now runs with consistent prosperity and delivers memorable stays for every guest. One of the best decisions I made for my property.
Jake has a rare ability to stay calm under pressure, cut through complexity, and deliver clear, workable solutions that bring real peace of mind.
One of the most valuable partnerships I've built in the short-term rental space. His deep knowledge means his clients are always operating at a high level.
From day one, Jake has been professional, reliable, and extremely knowledgeable. If you want someone who genuinely cares about your success and is trustworthy, Jake is the person to call.
Jake takes the time to understand each client's full situation, not just the property. Wakefield Tax refers clients to him with no referral fee, based solely on our view that his work serves clients well.
How it starts: selected listings first, reversible the whole way.
Start with a few listings and the hours you choose. Nothing irreversible, nothing locked in. We earn the rest of the desk one covered shift at a time.
- 01
Intake
We learn your portfolio, channels, tools, guest flow, cleaners, vendors, time zone and coverage needs.
- 02
Access and SOP setup
Listing links, house rules, check-in instructions, cleaner and vendor contacts, escalation rules, approved message standards.
- 03
Soft launch
We begin with selected listings, channels, and coverage windows.
- 04
Stabilize
We document recurring issues, refine templates and tighten escalation.
- 05
Review
After 30 to 60 days, an Operations Health Review: what we see inside the operation, and where it needs deeper support.
You pick the hours. We hold the desk.
The tier sets how many hours a day we cover. You choose which hours, anywhere in the 24, seven days a week. Per listing, per month. No percentage of your revenue.
BronzeThe Inbox Desk
8 hours a day
$59 a listing a month$199 monthly desk minimum · $99 setup
- Guest inbox monitoring
- Approved guest replies
- Check-in and check-out support
- FAQ responses
- Basic issue logging
- Escalation when needed
SilverThe Operating Desk
12 hours a day
$79 a listing a month$299 monthly desk minimum · $199 setup
- Everything in Bronze
- Review requests sent up to 3× within the 14-day window
- Reviews written for your good guests
- Guest review responses
- Cleaner coordination
- Vendor follow-up
GoldThe Protected Desk
16 hours a day
$99 a listing a month$399 monthly desk minimum · $299 setup
- Everything in Silver
- Draft responses prepared for negative reviews
- Negative-review disputes filed for removal
- Damage-protection claims prepared, then filed once you approve
- SMS, email, and WhatsApp support
- Service recovery documentation
25+ listingsCustom per-listing rates: we'll build a desk around your portfolio.
Also on the rate sheet
| Service | Per listing a month | What it is |
|---|---|---|
| 24/7 Desk | Per listing a month$149, $599 minimum | What it isEvery hour of the day, staffed. |
| Revenue management | Per listing a month$75 | What it isDaily pricing in PriceLabs and a monthly review. |
| Property-manager desk | Per listing a month$199 | What it isEvery hour, answered under the manager's own brand, with owner statements. |
Overnight, weekend, launch, or a custom desk built around your blocks. Setup fees are waived with 3-month prepay.
See the full rate sheetJudge the desk on your own units, before you speak to anyone.
Forward one night of guest messages. We send back the shift report we would have written: what we would have answered, what we would have escalated, what we would have left alone. Free, no call.
See what the teardown includesFrequently asked questions
- Do you replace my team?
- No. We support your existing operation. We can work alongside owners, co-hosts, cleaners, vendors, managers, and internal staff.
- Can I choose only some listings?
- Yes. You can select which listings you want Xenia to support.
- Can I choose specific days and times?
- Yes. Coverage can be built around selected support blocks at any hours, day or night, in the client's local time zone.
- Do you make refund decisions?
- No, not unless specific authority is given in writing. We can document, recommend, escalate, and prepare communication, but financial approvals stay with the operator.
- Do you work with boutique hotels?
- Yes. Xenia supports boutique hotels and small lodging properties: guest messaging, after-hours support, housekeeping coordination, maintenance triage, shift reporting and escalation.
- Can Xenia help if my systems are messy?
- Yes, but distressed or disorganized operations may need an onboarding cleanup, SOP project, or custom plan. The standard plans assume clear access, house rules, current cleaner and vendor contacts, and escalation rules.
- Can Xenia become a deeper management partner?
- Sometimes. Remote desk support is often the starting point. If deeper advisory, partial management, or full-service management makes sense, that can be discussed separately.
Ready to stop being the desk?
Hand us the routing. Keep the business, the pricing, the guests, and the final word.
- No revenue share
- Month-to-month
- Your guests stay yours
- Founder-led
Tonight, the phone stays down, you're off‑call, at last.
Part of The Xenia Network
Held to one standard.
Xenia Hospitality Operations is a member of The Xenia Network, a founder-led collection of hospitality companies.
Explore the network