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Angry Guest Alert

A guest saying 'the weather is the worst' is not an alert. A guest saying 'this is the worst stay, I want a refund, I'm calling Airbnb' is. Angry Guest Alert watches every inbound message for the mix of keywords, sentiment, and behavior that means a thread is about to become a 1-star review, and pages the right person within minutes. It never replies to the guest, it just makes sure a human does.

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How to use this template

  1. Hire the template in your Sidekicks dashboard
  2. Connect your PMS, Twilio, and your escalation tree
  3. Set who is on call and the fallback for L2 and L3
  4. Go live, it alerts you and never messages the guest

What this does

  • Reads keywords, sentiment, and behavior together, so 'my AC is broken' does not fire but 'unacceptable, I want a refund' does
  • Scores each thread and pages on the red ones, faster for a refund or AirCover threat than for a grumble
  • Builds a dossier with the guest, the reservation value, the stay day, the triggering message, and why it fired
  • Sends the on-call PM an SMS and an email, then escalates if nobody acknowledges in minutes
  • Drafts a short opener you can send in one tap to buy 15 minutes, and learns from your false-alarm feedback

Saves

  • The 1-star review that a 30-minute response would have turned into a 4-star, caught inside 15
  • The refund or AirCover dispute you hear about too late, surfaced while you can still fix it

Workflow

Trigger
Every inbound guest message
Scores each message as it lands, and re-checks any thread that has gone quiet for 20 minutes after a negative one.
Tool call
Load the thread and the stakes
get_conversation_context() + reservation brief + guest profile + breezeway tasks · the full thread, the reservation value, the stay day, and any open issue.
Prompt
Weigh keywords, sentiment, and behavior
Words like refund or AirCover fire on their own. Softer words need a real complaint topic. Rising tempo, all caps, and a slow host reply push the score up. The weather being 'the worst' does not count.
Watch
Page the right person, fast
Above threshold it marks the thread red, texts and emails the on-call PM with the dossier, and starts a 5 to 10 minute acknowledge timer that escalates if nobody answers.
Approval
You own the reply
It never messages the guest. You get a one-tap suggested opener to send, and your false-alarm feedback tunes it so it pages less over time.

More Sidekicks to explore.

AI InboxReplies to guests across SMS, WhatsApp, and email, every answer grounded in your PMS.AI VoiceAnswers guest phone calls day and night, and logs every call in your inbox.Review WidgetsScrapes your reviews across the OTAs and builds an embeddable widget for your site.Guest Problem HandlerDrafts the reply, opens the work order, and texts the vendor in one tap.

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