Keyway
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The maths nobody runs

A 15-minute SLA is not a hiring problem.

Guest messages do not cluster politely inside a shift. Check-in problems peak at 4pm local and lockouts peak after 10pm, across every timezone your portfolio touches. Here is what that actually adds up to.

Units at target scale1,000
Occupancy68%
Average length of stay3.5 nights
Bookings per unit per month5.8
Inbound guest messages per booking6
Inbound guest messages per day1,100

46 messages an hour, around the clock

Before a single cleaner or contractor thread. No shift pattern covers that, and every minute over fifteen is a review you were going to lose anyway.

Headcount that grows with the door count

If one manager covers a hundred units, a thousand units needs ten of them — each one copy-pasting the same wifi password forty times a day. Keyway breaks the line.

How it works

Three autonomy tiers, not one chatbot.

Every inbound message is classified, grounded against that property’s own facts, and routed by confidence. Your team only ever sees the messages that need a human.

Tier A · Auto-send

Grounded factual answers

  • Wi-Fi credentials, door codes, parking
  • Check-in and checkout times
  • Address, directions, transit
  • House-manual and appliance lookups

Answered in under 60 seconds. Every send logged.

Tier B · Draft

Your team approves in one click

  • Early check-in and late checkout requests
  • Minor complaints and service recovery
  • Extension and gap-night offers
  • Anything that touches money

Pre-drafted with full context. Roughly 20 seconds to approve.

Tier C · Escalate

A human is paged immediately

  • Safety, medical and security incidents
  • Lockouts and no-access events
  • Damage, disputes and chargebacks
  • Anger, legal threats, discrimination

Routed to on-call with a suggested action plan attached.

Tier A only fires when the answer is grounded in a retrieved property fact. The agent never quotes a refund, never confirms a discount, and never commits to a policy exception — and a human is always one message away.

Prevention, not reaction

We fire on the problem that hasn’t happened yet.

Off-the-shelf tools react to messages. The expensive failures announce themselves as silence — a cleaner who never checked in, a door that never opened. Keyway watches for the event that should have arrived and didn’t.

Turnover at risk

Checkout passed, no cleaner check-in, next arrival under 4 hours

Then: Page ops, offer the job to bench cleaners in radius, pre-draft the guest delay message

Lockout predicted

Check-in time +45 min, no unlock event on the lock, guest silent

Then: Send the code with photo directions before the guest picks up the phone

Noise escalation

Sensor threshold breach, time of day, neighbour complaint history

Then: Tiered guest message on first breach, page on second, evidence logged for the case file

Review at risk

In-stay sentiment, open maintenance ticket, late clean, prior complaint

Then: Trigger service recovery before checkout, while the score can still change

Recurring defect

Same property, same issue keyword, twice or more in 90 days

Then: Convert the reactive ticket into a scheduled preventive task

Calendar drift

Cross-channel availability mismatch, pending reservation changes

Then: Alert before it becomes a double-booking and a platform penalty

Integrations

You keep your stack. We make it behave like one system.

Small portfolios run on self-serve APIs we can connect in days. Larger ones need systems that only justify their cost at scale. We keep the two separate so you are never paying for an integration you have no use for.

Growth stack

25–250 units

Self-serve APIs we connect in days, on shared infrastructure. No custom build required.

HospitablePMS + channel manager
PriceLabsDynamic pricing
TurnoTurnover scheduling
SeamSmart locks + access codes
MinutNoise + occupancy

Enterprise stack

250+ units

Everything in the growth stack, plus the systems that only earn their keep at scale — and adapters for whatever else you already run.

GuestyPMS with higher rate limits
HostawayPMS alternative
BreezewayProperty care + inspections
NoiseAwareNoise monitoring
Custom PMS adaptersBuilt against your stack
Your warehouseEvent spine exports
AirbnbVrboBooking.com

No public API exists that you could qualify for. Both tracks reach these channels through your PMS's approved partner connection — never directly.

Packages

Two tracks, because 50 units and 1,000 units are not the same business.

Below 250 units a custom build never pays for itself, so we don’t sell you one. Above it, the per-unit rate drops by more than half — which is what makes the build worth doing.

Growth

25–250 units

Productised setup on shared infrastructure. Live in two weeks, no custom build, no six-figure commitment.

Setup

Onboarding

$4,500one-off
2 weeks

We connect your stack, build the property fact base from your listings, and switch on guest responses.

  • Hospitable, PriceLabs and Turno connected
  • Property fact base built from your own listings
  • Tier A and Tier B guest responses live
  • Four core prevention rules switched on
  • Shared decision queue for your team
Get set up
Then

Growth

$9per unit / month
$450/month minimum
rolling

Everything running, tuned monthly. Higher per-unit rate than Enterprise because there is no build to amortise.

  • All three response tiers
  • Core prevention rules
  • PriceLabs override and gap-night alerts
  • Monthly performance report
  • Email support, next business day
Talk pricing

Enterprise

250+ units

Measured against your own portfolio first, then built to your stack, with the event spine hosted wherever you want it.

Package 01

Diagnostic

$6,500fixed fee
2 weeks

We connect read-only and replace every assumption with a measured number from your own portfolio.

  • Read-only Hospitable + PriceLabs connection
  • Your real response-time distribution, p50 and p95
  • Message volume broken down by intent
  • Measured auto-resolvable share of your inbox
  • Revenue leakage from stale overrides, in dollars
  • Written build recommendation with a costed scope
Start here
Most chosen
Package 02

Build

from $45,000scoped after diagnostic
8-12 weeks

The full operations layer, shipped in dependency order so the first tier answers guests inside three weeks.

  • Event spine: reservations, messages and reviews you own
  • Tiered guest response agent, Tier A live first
  • Prevention rules built to your failure modes
  • PriceLabs hygiene jobs on cron
  • Decision queue with on-call paging
  • Custom PMS adapters and warehouse exports
  • Handover documentation and runbooks
See the scope
Package 03

Enterprise

$4per unit / month
$2,500/month minimum
rolling

Less than half the growth rate per unit, because the build is already paid for and the infrastructure is yours.

  • Agent tuning against live guest outcomes
  • New prevention rules as patterns emerge
  • Owner and portfolio reporting
  • Rate steps down again at 500 and 1,000 units
  • PMS migration support as you scale
  • Named ops engineer, on-call escalation
Talk pricing

Where the line falls: at 1,000 units the Enterprise rate saves roughly $5,000 a month against Growth pricing, so the build pays itself back in about nine months. Below 250 units it never does — which is why we won’t quote you one. Every engagement includes the event spine: your operational history, in your infrastructure, yours to keep.

Questions we always get

The awkward ones, answered first.

No, and you would not get it. Airbnb's partner program requires you to already be integrated, plus an NDA, a security review and a commitment to ship mandatory features within six months. We build on your PMS instead, which already holds approved partner status. Airbnb and Vrbo are reached through that connection.