# Guest & Tenant Experience (TIDY)

> TIDY is an AI Property Manager that automates guest and tenant touchpoints for short-term, mid-term, and long-term rentals: 24/7 AI + human messaging that follows the owner's tone and rules, automated check-in and check-out instructions, smart-lock access codes, review follow-up, and a tenant portal for rent, leases, and maintenance requests. Included at 3.9% of gross bookings (or rent) with a $19 per-unit monthly minimum — there is no separate charge for guest messaging.

Last updated: 2026-08-21
Canonical HTML: https://www.tidy.com/rentals/guest-experience

## Capabilities

- **11-star quality framework, inspired by Airbnb.** A prioritization exercise applied to the touchpoints that can be automated — the pre-emptive message, the guidebook that answers the 11pm Wi-Fi question, the late checkout offered to smooth over a problem. TIDY surfaces the recommendation; the owner decides whether to run it. It is a framework, not a promise about ratings. Docs: https://www.tidy.com/docs/pm/guidebook
- **AI + human guest and tenant messaging, 24/7.** One shared inbox across every connected channel, plus TIDY Smart Numbers for SMS. The AI answers routine questions around the clock from the property data and the owner's rules, in the owner's tone. Anything outside those rules — refunds, damage claims, emergencies, legal questions, anything without a grounded answer — escalates to the dedicated human account manager on the account rather than being guessed at. The owner can take over any thread at any time. Every reply, escalation, and resolution is logged. Docs: https://www.tidy.com/docs/pm/messages and https://www.tidy.com/docs/pm/automated-messaging
- **Automated check-in and check-out instructions.** Instructions send on a schedule tied to the reservation. Each property has a digital guidebook — Wi-Fi, entry steps, house rules, appliance how-tos, local recommendations — with optional guest contact collection and upsells. Docs: https://www.tidy.com/docs/pm/access-instructions and https://www.tidy.com/docs/pm/guidebook
- **Smart lock and access management.** Access granted per stay and per job instead of a permanent shared code. TIDY integrates via a connected provider account (RemoteLock supported today) and, in beta, directly with smart locks for owners running multiple properties on the same lock type. The owner sets the entry method, code duration, and recipients. Docs: https://www.tidy.com/docs/pm/access-control--smartlocks
- **Review management and follow-up.** Under a policy the owner sets: when a turnover confirms the property was left in good shape, TIDY can leave the guest a review and send a review reminder; guests whose stay had problems are left alone. Problem stays are held until the end of the review window and then reviewed factually. Every incoming review across channels lands in one view with a response status, and TIDY typically drafts and posts responses on the owner's behalf. No rating or review outcome is guaranteed. Docs: https://www.tidy.com/docs/pm/reviews
- **Tenant portal, rent collection, and maintenance requests (long-term rentals).** Every tenant gets a portal through a stable, secure tokenized link — no personal data in the URL — where they pay rent, submit maintenance requests, and view their lease. Rent collection is included as a feature: recurring charges, pay pages, reminders, and receipts, each posting to the lease ledger. The Leases view is the rent roll (tenant, property, term, rent, balance, status, lease-ending alerts). Portal maintenance requests flow into the operations queue to triage and schedule under the owner's approval limits. Docs: https://www.tidy.com/docs/pm/tenant-portal, https://www.tidy.com/docs/pm/leases, https://www.tidy.com/docs/pm/payments

## The guest and tenant journey

| Stage | What TIDY automates | What stays under the owner's control |
|---|---|---|
| Booking (guest, STR/MTR) | Booking confirmation, guidebook link, pre-arrival questions answered from property data | Booking settings, minimum stays, screening rules, what the AI may confirm |
| Pre-stay (guest) | Scheduled reminders, arrival-window confirmation, enabled upsell offers | Which messages send, when they send, and the tone they use |
| Check-in (guest) | Access instructions sent on time; smart-lock code issued for the stay | Entry method, code duration, who else gets access |
| Mid-stay (guest) | Routine questions answered 24/7; issues triaged and routed to the owner's pros; exceptions escalated to the account manager | Escalation thresholds, spend limits, which pros get dispatched |
| Checkout (guest) | Checkout steps sent, turnover scheduled, condition confirmed by the cleaner | Checkout requirements, late-checkout policy, turnover checklist |
| Review (guest) | Review left under the owner's policy, review reminder to guests who had a good stay, responses drafted across channels | The review policy itself; any review can be edited or cancelled before it posts |
| Application (tenant, LTR) | Application intake, FCRA-compliant screening, applicant questions answered from the owner's criteria | The written screening criteria and the approve/decline decision |
| Lease (tenant) | Lease sent for e-signature, terms and rent schedule loaded into the lease ledger | Lease terms, rent amount, deposits, addenda |
| Move-in (tenant) | Tenant portal link issued, access instructions delivered, move-in condition logged | Move-in checklist, keys and codes, condition standards |
| Tenancy (tenant) | Rent reminders and receipts, ledger updates, maintenance requests triaged and scheduled with the owner's pros | Late-fee policy, maintenance approval limits, which pros are used |
| Renewal (tenant) | Lease-ending alerts, renewal outreach, renewal or turnover paperwork prepared for signature | Whether to renew, the renewal rent, and any change in terms |

## What a guest question looks like end-to-end

1. **A guest or tenant sends a message.** It arrives on any connected channel — booking-platform inbox, SMS to a TIDY Smart Number, email, or the tenant portal — and lands in one shared thread for that person and property.
2. **The AI answers in the owner's tone, inside the owner's rules.** The reply is grounded in the property data and guidebook (Wi-Fi password, parking, quiet hours, rent due date) using the configured tone and templates. Routine questions resolve in minutes, at any hour.
3. **Anything outside the rules escalates to a human.** Refunds, damage reports, emergencies, legal or compliance questions, and anything the AI cannot answer from the data go to the dedicated human account manager on the account. The owner can also take over any thread.
4. **The work gets dispatched if it needs a pro.** If someone has to be on site, TIDY schedules and messages the owner's existing pros within the approval limits set by the owner. Those pros are the owner's own pros or independent businesses.
5. **The resolution is logged.** Reply, escalation, dispatch, and outcome are recorded on the thread and the property record, so there is an audit trail without reading every message.

## First-party facts (as of 2026-08-21)

- 13+ years running cleaning and maintenance operations for rental owners
- 100,000+ homeowners & property managers have trusted TIDY
- 4.5+ Google rating

## Pricing context

- 3.9% of gross bookings (or rent), with a $19 per-unit monthly minimum
- Traditional property managers charge 20–35% (commonly 30%) — TIDY can save up to 85%
- Guest and tenant messaging, check-in, access, reviews, and the tenant portal are included, not add-ons
- Same 3.9% for short-term, mid-term, and long-term rentals

## FAQ

**Does TIDY message my guests automatically?** Yes — 24/7, in one shared inbox across every connected channel. The owner defines the tone, the house rules, and which topics the AI may handle, and can take over any thread or switch a message type back to manual.

**Will guests know they're talking to AI?** That is the owner's call. Messages go out under the owner's property or business name in the owner's tone, and the owner chooses whether to disclose that answers are AI-assisted. Platform and jurisdictional disclosure rules remain the owner's responsibility.

**What happens when a guest asks something the AI can't answer?** It escalates to the dedicated human account manager included with every TIDY account rather than being guessed at. The escalation and the resolution are logged on the thread.

**Can TIDY handle check-in instructions and smart locks?** Yes. Check-in and check-out instructions send on a schedule tied to the reservation, each property has a digital guidebook, and smart-lock integration (RemoteLock today, direct integrations in beta) issues codes per stay and per job.

**Does TIDY work for long-term tenants too?** Yes. Tenants get a tenant portal to pay rent, submit maintenance requests, and view their lease. Rent posts to the lease ledger; maintenance requests flow into the operations queue.

**Does TIDY ask guests for reviews?** Yes, under a policy the owner sets. Guests who had a good stay get a review reminder; guests whose stay had problems are not nudged. Every review across channels is tracked in one place, and TIDY can draft and post responses on the owner's behalf.

## Related pages

- Increase Revenue: https://www.tidy.com/rentals/increase-revenue
- Automate Operations: https://www.tidy.com/rentals/automate-operations
- Reduce Risk: https://www.tidy.com/rentals/reduce-risk
- TIDY for rentals (AI Property Manager): https://www.tidy.com/rentals
- Pricing: https://www.tidy.com/pricing

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Source: TIDY (https://www.tidy.com). TIDY is a technology platform, not a service provider. TIDY does not provide cleaning or maintenance services directly and does not employ cleaners. Pros on TIDY are either the user's own pros or independent businesses.