Call Assist provides hosts and property managers with a trained, always-available team ready to call guests about persistent noise issues. If there is a noise issue, an operator will call the guests, remind them about the house rules and the importance of respecting the neighbors, and compile a report about how the call went that is shared with the host.
Where and when is Call Assist available?
Call Assist is available globally to all our Minut customers, and our operators can respond to noise events in both English and French. Our team is available every day, weekends, and nights to resolve noise issues.
Having this service available 24/7 and in both English and French allows Call Assist to help you:
Protect your hospitality brand with trained operators
Build confidence towards property owners with a 24/7 risk management solution
Comply with local regulations and protect your community
Prevent complaints from neighbors
How does Call Assist work?
When a noise issue reaches the third alert (see noise monitoring flow here), one of our trained experts will make a personal phone call to remind the guests to keep the noise down.
Call Assist can't run alongside Autocall on the third alert - a unit's third alert is set up for one or the other. See Getting Started with Call Assist for how to activate and toggle it.
Call Assist can't be active on an account that also has a Guard dispatch subscription.
A call only goes out if there is a currently checked-in guest with a phone number on file for that unit.
Calls happen automatically - there's no manual "call now" button in the app. Only Minut staff can trigger internal test calls.
What is the response time?
You will be notified when the call is requested and when the call is completed. The operator will attempt to call the guests within a few minutes of the request being issued.
When the call is completed you will receive an email report with details of how the call went.
You will also receive this notification via the app pushed to your phone with the status of the call, i.e., whether the operator could reach someone or not.
What does the Operator say?
Minut's operators are trained experts and will remind the guests about your house rules to solve noise issues swiftly and efficiently.
Example
Example
<Operator> May I speak to {name}?
<Guest> Hi, this is they. Can I ask who's calling?
<Operator> Hello, my name is {CSR first name}. I'm calling on behalf of {Host name}. We received a warning that there's been excessive noise that's lasted more than 20 minutes at the rental you are staying at.
We'd like to remind you about the house rules and ask you to avoid disturbing the neighbors. You can find the house rules in your contract with the host or your booking information.
<Guest> Oh ok, thanks for letting us know. We didn't realize we were that loud and will keep it down from now.
<Operator> Thank you. We appreciate your cooperation. Enjoy the rest of your stay.
What happens if an operator can't reach the guests?
This is what we define as a worst-case scenario. However, our operators will do their best to report as much information as they can from the event.
Getting in contact with the guests follows an escalation sequence to do our best to help resolve the noise issue as soon as possible.
If there is no answer, the operator will try three more times to contact them. There is a 5-minute delay between each try. If they can't reach them after the third attempt, they'll report that the guests were not available, and the host will receive a push notification and report with the information that was recorded from the event.
Ex. Phone number invalid, the guests did not pick up, the guests picked up and hung up on the last call.
Recorded outcomes include: call completed, no answer, sent to voicemail, invalid number, hung up, or other.
How does the operator get access to the guests' phone numbers?
There are two ways to sync booking data, including phone numbers, with Minut: manually or via a Property Management System (PMS) or Online Travel Agency (OTA) integration.
It is essential to keep information up-to-date for each guest staying in your unit and to make sure the phone numbers are valid. Operators will note when a phone number is invalid in the report.
Can operators evict the guests?
Eviction is not supported in the Call Assist service. All operators call in via telephone and cannot access your unit information except for the guest's name and phone number, the host's name and phone number, the unit name, and when the noise issue started.
If you need help activating Call Assist or checking whether it's available on your account, contact Minut Support at hello@minut.com.