Vacation rental guests call when something isn't in the listing: a late arrival, a code that won't work, a question about parking at 10 p.m. Magellan Solutions answers your VRBO inbox and phone line around the clock, from your house rules and property notes, and escalates anything that needs you. Travelers reach a person, and your team stops living on an on-call line.
VRBO & Vacation Rental Answering Service
Call Us Now!
1-800-371-6224
At a Glance
| Best For | Vacation rental property managers, Vrbo hosts and owners, whole-home, cabin and beach-house rentals, and operators who list on several platforms and take direct bookings |
| Core Support | Pre-booking and availability calls, Vrbo inbox and guest messages, arrival, access and lockout support, booking changes and cancellations, property issue and maintenance escalation, and after-hours and overflow coverage |
| Channels | Phone, the Vrbo message inbox, SMS, email, and live chat on your direct-booking site |
| Delivery | A shared, Philippines-based guest support team, 24/7, working inside your property management software and channel manager from your house rules and escalation list |
A Whole Home Comes With a Whole List of Questions
A vacation home isn't a hotel room. It's four bedrooms, a pool, a hot tub, a long driveway and a family of nine arriving from three different airports. Before they book, they want to know if the crib is still there and whether the dog can come. After they arrive, they want the heating code, the pool heater switched on and the second parking space explained, usually after your office has closed.
None of those calls is hard, but every one of them is about a specific house, and they arrive while your team is on a turnover across town. Magellan Solutions answers them from your own property notes, the same way, every time, and gets anything that needs a person on site to the right person fast.
Get free custom quote
Unlock Outsourcing Potential
Our Vacation Rental Answering Services
Our team works from a property book we build with you for each home: access, amenities, house rules, local contacts and who to call for what.
Hosts who also list on Airbnb can cover that inbox too with our Airbnb answering service, part of the same hospitality answering services.
Answering Service, Dedicated Assistant or Contact Center?
A vacation rental answering service is a shared team covering your guest calls and messages around the clock. It's the right fit for most owners and property managers, and you pay for coverage rather than headcount.
Two other arrangements suit different jobs. If you need one person running the daytime admin (calendars across platforms, listing updates, reviews, cleaner coordination), that's a dedicated virtual assistant. If your guests are mostly on Airbnb, our Airbnb answering service is built around that inbox.
Why Vacation Rental Managers Outsource Answering
Running a handful of homes, an owner can carry the phone. Running thirty, a property manager can't, because the calls come in exactly when the team is busiest: changeover day, check-in evening, and the first warm weekend of the season.
Compliance and Data Security, Built In
A vacation rental answering service holds more than guest names. It holds door and gate codes, alarm instructions and the details of homes that sit empty between stays. Access to that information is limited to the agents on your account, logged, and set up under the rules you approve before the first call.
Magellan holds ISO 27001 and PCI-DSS certifications — the recognized benchmarks for information security, payment data, and protected customer information. See our certifications.
![Controlled Data Access icon](https://www.magellan-solutions.com/wp-content/uploads/2026/07/controlled-data-access-security-icon-transparent.png"){kind=icon}
Network and IT infrastructure sits in secured, IT-only locations. Workstations and servers are password-protected across access levels, and physical data-entry points are disabled to prevent unauthorized transfer.
Every employee signs a confidentiality agreement before job assignment — subject to Philippine law and prosecutable on breach. Access to your data is limited to the team working on your account.
Continuous data backup with off-site copies, a co-location plan with a backup center outside a 10-mile radius, and power-blackout protection — so customer support doesn't stop when circumstances change.
Who We Support
What We Handle, and What Stays With You
We answer from your property book. Each home gets its own notes: access, amenities, quirks, house rules and contacts. If a guest asks something the book covers, the answer is immediate. If it doesn't, we take the details and get them to you, rather than guessing at an answer the guest will hold you to.
Emergencies go to emergency services first. A guest reporting fire, a gas smell, flooding or a medical problem is told to call the local emergency number straight away, and then your emergency contact is called.
Payments stay in your booking system. Agents don't take card details unless you've set up a process for it that meets PCI-DSS. Refunds, damage charges and goodwill credits above your limit come to you.
Rates, approvals and owner decisions are yours. We can quote the rates and policies you give us. Discounts, exceptions and anything an owner has to sign off stay with you.
We can't see the house. We can log a broken hot tub in detail and get it to your maintenance contact in minutes. We can't confirm it's fixed or judge whether a home is ready for the next guest.
Our Onboarding Process
Requirements Setting
Recruitment
Agent Training
Campaign Incubation
Campaign Go Live
Frequently Asked Questions
We'd be happy to walk you through your options.
Send us a message and one of our
specialists will get back to you shortly.
If you'd rather skip the form, you're
welcome to call us directly.
You can also reach us here:
Toll Free: 1 800 371 6224
US: +1 650 204 3191
UK: +44 8082 803 175
AU: +61 1800 247 724
