Five-star guest experiences without growing your team.
Your villa's 24/7 concierge, on WhatsApp. Guests get immediate help with the property, their stay and the local area, while requests that need a person are passed to the right member of your team.
Fewer WhatsApps. Faster responses. Happier guests.
Give your guests the answers they need, whenever they need them.
Guests ask the same things at every property: the WiFi, the pool, check-in, where to eat, how something works or who can help when something goes wrong. Individually they are small. Across a portfolio they add up to hundreds of messages, many of them in the evening and at weekends.
Villa Concierge handles those everyday conversations for you, for luxury villas, apartments and penthouses across the Costa del Sol. Each concierge is built around the individual property, its facilities, house information and your preferred way of looking after guests. We also add carefully selected local recommendations and keep the information current once it is live.
When something needs your team, the concierge gathers the details first and passes the request to the right person. Your team stays informed without having to handle every conversation themselves.
Where's the nearest supermarket?
Can we check in early?
The air conditioning isn't working.
Can you book us a transfer?
What time is checkout?
Available 24/7
Guests can get help at any time of day or night.
Multilingual
Guests can communicate naturally in their preferred language.
Instant responses
Routine questions are answered without your team having to step away from other tasks.
See Villa Concierge in action.
Meet Villa Hermosa, our demonstration villa in Nueva Andalucía. Its concierge has been built around the property, its facilities and the local area. Ask it anything a real guest might ask before arrival or during their stay. Your properties would each have their own concierge, built the same way, whether a hillside villa, a penthouse in Puerto Banús or a front-line apartment.
Try asking:
Try it in English or Spanish, even at 11pm.
No app. No login. Just WhatsApp.
A better guest experience, with less pressure on your team.
Answers at any hour
Guests get immediate help with the property, their stay and the local area, day and night, in their preferred language.
Fewer messages for your team
Routine questions are answered for you, while every conversation remains visible to your team. Nothing is lost, and your people focus on the work that matters.
Requests handled properly
The concierge gathers the details first and passes the request to the right person. A maintenance problem can go to maintenance. A guest issue can go to the villa manager. Your team receives the conversation and the information they need to act.
The same standard in every property
Every concierge follows the same standards for guest care, security and escalation, while the information and recommendations remain specific to the individual property.
Built for portfolios of any size
Each property has its own personalised concierge, and every home still feels personal to the guests staying there.
Everything your guests need, in one place.
Guests can use the concierge at every stage of their stay.
Before arrival
Check-in information, directions, arrival times, special requests and practical questions before the stay.
During the stay
WiFi, pool and air conditioning, appliances, house information, housekeeping and everyday guest requests.
Concierge
Restaurants, airport transfers, private chefs, yacht charters, golf, spa treatments, beach clubs, activities and days out.
Problems and requests
Maintenance issues, late checkout, additional cleaning and anything that needs help from your team.
When something needs a person, your team is informed straight away and the guest is told someone will be in touch shortly.
When something goes wrong, your team has the information they need.
Less back and forth. Better information. Faster resolution.
The concierge asks the useful questions first. Your team receives the request with the relevant details and conversation history, rather than having to go back to the guest for the basics.
Your team receives the request with the details and the full conversation, ready to act on. The concierge only tells a guest the team has been informed once the notification has actually reached them.
Urgent and safety-related situations follow clear escalation rules. Access codes and private information are protected, and the concierge does not invent an answer when something needs to be checked.
Let your team focus on what needs a human.
Villa Concierge handles routine guest questions and requests, so your team can focus on the situations where their experience and judgement matter most.
Villa Concierge handles:
- Property information and everyday questions
- Local recommendations
- Routine guest requests
- Basic troubleshooting
- Out-of-hours questions
- Gathering information before escalation
Your team handles:
- Complex issues
- Complaints
- Emergencies
- Special requests requiring personal attention
- Anything that needs human judgement
One concierge for your guests. One management hub for your team.
For operators who want more behind the concierge, we can also build a Management Hub around the service. It brings conversations, guest information, requests and reporting together across the portfolio, rather than treating every property as a separate operation.
Portfolio reporting shows what guests are asking, which issues come up most often, how much is being handled without your team and where their time is still being used. Over a season, individual guest conversations become useful information about how the portfolio is running.
Depending on your operation, the Hub can also include maintenance requests, task assignment, follow-ups, review requests and other workflows. A voice line can also be added for guests who prefer to call.
The Management Hub sits alongside the systems you already use. It does not replace your property management system.
It is built and priced at portfolio level according to the operation and level of support required.
How Villa Concierge works.
We learn the property.
You send us the information you already use, such as your house manual, check-in details, guest information and preferred suppliers.
We build and test it.
We structure the property information, add relevant local knowledge and build the concierge in your own tone of voice. We test it against real guest questions, requests and problem scenarios before it goes live.
Your guests use it.
Guests simply message on WhatsApp and ask what they need, in their own language, at any time of day. Your team can see the conversations and step in whenever they want to.
We keep it current.
We monitor the service after launch and keep the property information and local recommendations current. Normal updates are included, and we make sure handovers and escalations continue to work as they should.
You provide the property knowledge. We build, test and manage the service around it.
No complete guest manual yet? We can also create and structure the property information for new properties without a suitable guest manual. This is quoted separately.
Turn guest questions into concierge opportunities.
Guests at a premium property often want more than information about the property. They ask about the experiences that make a stay memorable: a private yacht charter, a chef at the villa, a golf day, spa treatments, airport transfers, restaurant reservations and other activities during their stay.
Villa Concierge can turn those conversations into real requests, rather than simply giving the guest a recommendation.
Your trusted suppliers first.
Where you already have preferred restaurants, chefs, transfer companies, yacht providers or other trusted partners, they can be built into the concierge and used first.
Where you do not already have the right supplier, our concierge partners can help fulfil the request. This gives guests access to a broader concierge service without your team having to arrange everything themselves.
More value from every stay.
The concierge can also capture your own chargeable guest services, such as late checkout, additional cleaning and other extras. Selected concierge bookings may also create additional revenue opportunities for the operator.
A better guest experience, less work for your team and more value from every stay.
One service, built around every property.
Every Villa Concierge is individually built, tested and managed for you. The monthly price covers the concierge itself and the ongoing work behind it, with lower rates for larger portfolios.
| 1 property | €79 |
| 2 to 4 properties | €65 each |
| 5 to 9 properties | €55 each |
| 10 to 19 properties | €45 each |
| 20 to 49 properties | €35 each |
| 50+ properties | Portfolio pricing |
All prices exclude IVA. One-off setup applies per property, with lower setup rates for larger portfolios.
Built and managed for you
- Concierge built around the individual property
- Property information structured and configured for you
- Local recommendations researched and kept current
- Your tone of voice and preferred way of handling guests
- Testing before the concierge goes live
- Ongoing monitoring and normal information updates
- Seasonal review of local recommendations
- Support when your team needs a change
For your guests
- Dedicated WhatsApp concierge, available 24/7
- Answers based on the actual property
- Multilingual conversations
- Help before and during the stay
- Local recommendations
- Guest requests captured properly
- Maintenance issues and problems escalated when needed
- Clear security and emergency behaviour
For your team
- Access to guest conversations
- Full conversation history
- Human handover with context
- Requests routed to the appropriate person
- Monthly summary of conversations, common questions and escalations
Concierge services
- Your preferred suppliers included
- Private chefs, yacht charters, transfers, golf, spa, restaurants and experiences
- Concierge fulfilment partners available where you need them
- Your own chargeable guest extras captured
- Additional revenue opportunities where applicable
Need more behind the concierge?
The optional Management Hub can bring portfolio reporting, guest information, maintenance, tasks and workflows together for your team. It is built around your operation and quoted separately at portfolio level.
See what your own property could look like.
Choose a property and we'll build its concierge around the real property information, local area and the way you look after your guests. We configure and test it properly, then let you see it working with your own property rather than a generic demonstration.
We build it within a week. If you don't see the value, you pay nothing.
Frequently asked questions.
Villa Concierge connects with your guests through WhatsApp, giving them instant answers based on the information you provide for each villa.
No. We build and configure each concierge for you, test it before launch and manage it afterwards. Your team provides the property information and tells us how you want guest requests handled. We take care of the rest.
Yes. Each property can have its own information, house rules, facilities, check-in details, recommendations and preferred suppliers.
Guests can communicate with Villa Concierge in their preferred language, making it suitable for international guests.
The concierge can gather the relevant information and pass requests that need human attention to the appropriate member of your team.
Yes. Your team can see guest conversations and step in whenever they need to. Requests that need a person can also be passed directly to the appropriate member of your team.
We normally have your first concierge ready within a week, using your property's existing information and guest materials.
Send us the change and we will update the concierge for you. Normal property updates are included as part of the managed service. We also review local information periodically to help keep recommendations current.
Yes. Your preferred restaurants, chefs, transfer companies, yacht providers and other suppliers can be built into the concierge and used first. Where you do not already have the right supplier, our concierge partners can help fulfil the request.
It can create additional revenue opportunities. The concierge can capture requests for your own chargeable services and selected concierge bookings, while making it easier for guests to request more during their stay.
No. It sits alongside the systems you already use, handling guest communication and the workflows behind it, while your PMS continues to manage bookings.
Yes. Each property has its own concierge, trained on its information, while your team can manage the portfolio from one place. Portfolio pricing is available for larger collections.
Give your guests five-star support, around the clock.
We build and manage Villa Concierge around your properties, so guests get the help they need while your team stays focused on the moments that need a person.
Try the Concierge →Book a fifteen-minute call
Choose your language. Elija su idioma.
Demonstrations in person or by video.
Built for luxury villas, apartments and penthouses. Designed for modern hospitality.
Villa Concierge by Support Studio · supportstudio.es · [email protected]
Proudly based on the Costa del Sol.
Built and run by Hayley at Support Studio, Sotogrande.