Pool closures, elevator servicing, HVAC maintenance — your CMMS schedules the work, but guests still arrive to find amenities unavailable because nobody told them in time. Conduit sends personalized messages to affected guests 48 hours before arrival with alternatives and compensation options.
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Engineering teams plan maintenance in isolation from guest communication. The gap between a perfectly executed work order and a satisfied guest is a communication failure, and it shows up in reviews, not maintenance logs.
A pool pump service gets logged in your CMMS, but guests arriving that day don't find out until they ask at the desk. Generic pre-arrival emails go unread. Guests arrive expecting full amenities and leave negative reviews describing a communication failure, not a maintenance issue.
A broken heater reported at 11 PM needs immediate acknowledgment, a realistic timeline, and resolution confirmation. Most properties rely on front desk staff to relay messages to engineering and back to the guest. The delay turns a fixable maintenance issue into a service failure.
Your maintenance team works in Slack or a CMMS. Guest messages come through the PMS, email, SMS, and WhatsApp. Manual relay across systems means the guest has already decided the property doesn't care before anyone responds.
A perfectly executed HVAC service schedule still results in 1-star reviews if guests aren't told about temporary disruptions. Review damage from poor maintenance communication is as costly as the failure itself. Guests don't blame the equipment. They blame the property.
Conduit handles the guest communication layer around every maintenance event, planned or reactive, so the repair and the guest experience succeed together.
Pool closed for servicing Thursday. HVAC maintenance on floors 3 to 4 Saturday morning. Conduit triggers personalized messages to affected guests 48 hours before arrival, specific to their booking and delivered in their preferred channel. Guests receive context, alternatives, and where appropriate, compensation offers. The arrival conversation shifts from 'why didn't you tell us?' to 'thank you for the heads-up.'
A guest reports a broken heater at 11 PM. Conduit receives the message, dispatches the maintenance team in Slack with full context, and sends the guest a realistic resolution timeline, all within 60 seconds. When the issue is resolved, the guest receives confirmation automatically. If a room move or courtesy credit is needed, Conduit applies it per your policy without manual intervention.
Conduit's internal agent coordinates both sides of the maintenance response. The engineering team gets a structured work order trigger in Slack. The guest gets a clear update in WhatsApp, SMS, or email. No manual relay. No communication gaps.
Maintenance issues don't wait for business hours, and guests don't all speak the same language. A guest in Paris reports a plumbing issue in French at 2 AM. Conduit handles the conversation, dispatches the team, and confirms resolution, all without waking your staff.
After the maintenance team closes the ticket, Conduit confirms resolution with the guest and asks if anything else is needed. The loop closes automatically. Guests feel heard. Your team gets credit for fast, transparent service. The maintenance event becomes a service moment instead of a complaint.
Conduit is not a CMMS replacement. It is the guest communication layer that works alongside the tools your engineering team already uses.
Oxmaint, Snapfix, Limble, and other CMMS platforms schedule preventive maintenance, track work orders, and manage asset lifecycles. Conduit handles the guest communication surface around those events. Two platforms, designed to work together.
When a planned maintenance event is logged in your CMMS or PMS, Conduit identifies affected reservations and sends proactive guest communications automatically. When a guest reports a reactive failure, Conduit receives the message, dispatches your team, and manages the guest's expectation while your CMMS tracks the work order to completion.
Conduit connects to the tools your team already uses: PMS, CMMS, Slack, WhatsApp, SMS, email, and voice. Engineering teams keep working in the systems they know. Guests get the communication they expect. Conduit sits in the middle and makes both sides work better.
Conduit meets SOC 2 Type II standards and supports HIPAA-regulated workflows. End-to-end encryption, role-based access, and audit logs protect guest data across every interaction.
“Conduit's AI-powered support cut costs, sped up response times, and unlocked over $500,000 in added asset value. Maintenance-related guest communication is handled end-to-end without adding staff.”
“We automated 90% of guest conversations, including maintenance requests and service coordination. The result: an 80% reduction in support staffing needs and Airbnb Guest Favorite status on the majority of our listings.”
“We hit 96% automation with response times calibrated to feel human. Maintenance complaints that used to take 15 minutes to route now get acknowledged and dispatched in under 60 seconds.”
“We scaled from 40 to 108 properties while automating 70% of guest messaging across SMS, email, and voice. Maintenance coordination that used to require dedicated staff now runs through Conduit.”
Your CMMS schedules a pool pump service for Thursday. Conduit identifies all guests with Thursday check-ins and sends personalized messages 48 hours in advance, explaining the closure and offering alternative amenities or a courtesy credit. Guests arrive informed, not surprised. The maintenance event happens on schedule without creating a service failure.
A guest reports that the air conditioning hasn't worked for three days. Conduit receives the message, dispatches the maintenance team with full context, and sends the guest a realistic timeline for resolution. If the repair takes longer than expected, Conduit offers a room move or courtesy credit per your policy. The communication gap disappears.
A guest reports a blocked drain at 1 AM. Conduit acknowledges the issue immediately, dispatches the on-call plumber, and provides a resolution timeline. By morning, the issue is resolved and confirmed. The guest wakes up to a working drain and a follow-up message asking if anything else is needed. The late-night emergency becomes a service win.
Inspect every step your agent takes: the tools it called, the decisions it made, the path to each answer. Engineering managers can audit any conversation, review dispatch decisions, and confirm that guest communication aligns with property standards.
Track automation rate, response time, resolution quality, and guest satisfaction. Measure the impact of proactive outreach on review scores and identify patterns in maintenance-related guest complaints.
Trigger workflows that anticipate guest needs before they have to ask. A planned maintenance event automatically generates guest notifications, internal dispatch alerts, and follow-up confirmations. Engineering teams codify procedures once. Conduit runs them end-to-end.
When the AI can't resolve a request, it escalates to your team with the full conversation history, guest details, and maintenance context attached. Your team steps in only when needed, with everything they need to resolve the issue quickly.
Maintenance failures happen at 2 AM, on weekends, and during holidays. Conduit's voice and messaging agents handle guest communication around the clock. Your team wakes up to a closed ticket, not an angry guest.
Conduit's agents learn from every maintenance interaction and get better at handling what comes next. Over time, the platform adapts to your property's specific maintenance workflows, guest preferences, and service standards.
Conduit meets SOC 2 Type II standards and supports HIPAA-regulated workflows. End-to-end encryption, role-based access, and audit logs protect guest data across every maintenance interaction.
Ensures secure handling of customer data that flows through our agents.
End-to-end encryption, role-based access, PII protection, and audit logs across the platform.
Supports HIPAA workflows with safeguards protecting sensitive data.
$500K+
in unlocked asset value
The Lauderdale Hotel
80%
reduction in support staffing needs
Haven Vacation Rentals
96%
automation rate with 1-minute response times
Cash Flow Street
3X
portfolio growth without adding headcount
HomeHop
Need clarity? Start with these frequently asked questions.
No. Conduit handles the guest communication around maintenance events. CMMS tools like Oxmaint, Snapfix, and Limble manage the maintenance workflow, PM scheduling, and asset tracking. Conduit is designed to work alongside your existing CMMS, not replace it. The engineering workflow and the guest communication workflow run on separate platforms that integrate easily.
