Integration · Hostaway
Hostaway knows which apartment.
Now your phone line does too.
Sono reads your Hostaway account live, straight from the Hostaway API. Before the agent says a word it has matched the caller to their reservation — so the door code, the wifi password, the check-in time and the house rules it gives are the ones for that unit, not a generic script.
Built on the 24/7 customer support agent — see the use case, or browse all Sono integrations.
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Matched in Hostaway · 0.4s
Reservation loaded
Written back
The problem
A guest locked out at midnight
doesn't want general information
Every answering service for short-term rentals and property management fails in the same place. The line gets answered, but whoever answers it has no idea which of your forty units the caller is standing outside — because they are reading a script, not your PMS.
Without the integration
"Let me take your details and someone will call you back."
- —The caller spells out an address the agent can't verify.
- —Access codes live in a spreadsheet nobody outside the office can open at midnight.
- —Every answer becomes a callback, and every callback becomes a review.
- —Nothing lands in Hostaway, so the morning shift starts blind.
With Sono × Hostaway
"Hi Marta — you're in Apt 4. The keypad code is the one in your arrival message; let me read it to you."
- →The reservation is resolved from the caller's number before the greeting ends.
- →Codes, wifi, parking and house rules are read from that listing's own fields.
- →Resolved on the call, at 3am, in the guest's language.
- →Summary, transcript and any task written straight back into Hostaway.
How it works
Four steps, one phone number,
your whole portfolio
Sono connects to Hostaway over the Hostaway API and webhooks, with credentials you issue — and revoke — yourself. Bookings from every channel your channel manager feeds in, from Airbnb to Booking.com to Vrbo, resolve the same way.
Step 01
The call arrives
One number covers every listing. Sono answers on the first ring, with no cap on how many guests call at once.
Step 02
The reservation is matched
Caller ID is checked against your Hostaway reservations. No match? Sono asks for a name or booking reference and looks it up mid-conversation.
Step 03
The unit's facts are used
Access codes, wifi, check-in window, parking, house rules, amenities — read from that listing's fields, restricted to what you have approved for disclosure.
Step 04
Hostaway is updated
A conversation entry against the reservation, with summary, transcript and recording — plus a task on your board whenever something needs a human.
What it handles
The calls that fill
your evenings
Each of these is answered from the guest's own reservation — which is what turns a call centre script into a useful answer.
Access codes & lockouts
The keypad code, the lockbox location, which door the entrance actually is. The single most common after-hours call, resolved without waking anyone.
Wifi & in-unit basics
Network name and password for that apartment, where the thermostat is, how the induction hob turns on, which bin day it is.
Check-in & check-out
Arrival windows, early check-in requests, luggage drop, and late-checkout asks checked against the calendar for the next booking.
Directions & parking
The route from the airport, which courtyard entrance, whether the garage space is included and how the barrier works.
House rules & disputes
Quiet hours, smoking, pets, extra guests. Sono states the rule as written on the listing, and hands anything contested to a person.
Maintenance → task
A broken shower or a dead fridge becomes a Hostaway task with the unit, the symptom and the urgency — not a note in someone's phone.
The connection
What Sono reads,
what Sono writes
Read access is scoped to the fields you approve. Write access is limited to conversations and tasks — Sono never edits a reservation, a rate or a calendar block.
| Hostaway object | What Sono uses it for | Direction |
|---|---|---|
| Reservations | Matching the caller, and knowing the dates, status, channel and party size before answering | Read |
| Listings | Access codes, wifi, check-in window, parking, amenities, house rules and your custom fields | Read |
| Calendar | Checking whether a late checkout or an extra night is actually available | Read |
| Conversations | A summary, transcript and recording of every call, filed against the reservation | Write |
| Tasks | Maintenance reports, callbacks and anything a human must pick up, with unit and urgency | Write |
| Webhooks | Reacting to a new booking, a cancellation or a change without polling | Subscribe |
Credentials are issued by you and revocable at any moment. Sensitive fields can be marked internal-only, so Sono can act on them without ever reading them aloud.
Escalation
The 3am call that should wake someone
Answering everything automatically is only safe if the exceptions are handled properly. Sono is configured with your escalation thresholds and biases towards safety: a guest who insists something is urgent is escalated even when the rules alone wouldn't.
How escalation worksLeak, gas, fire, smoke, medical, break-in, a lockout in freezing weather. On-call contact reached by SMS and phone within 60 seconds, with the unit address and recording attached.
Broken appliance, missing linen, a noise complaint about a neighbouring flat. Filed against the unit in Hostaway for the morning shift.
Codes, wifi, directions, rules, check-in questions. Answered on the call and logged — no human involved at all.
The use case behind it
This is 24/7 customer support,
pointed at your Hostaway account.
The same agent that answers support lines with 99.95% uptime, resolves more than 70% of calls end-to-end and routes the rest correctly 95% of the time. The Hostaway connection is what makes its answers unit-specific instead of generic.
FAQ
Frequently asked
questions
It gives Sono's voice agent live access to your Hostaway account, so an inbound guest call is matched to a reservation before the agent speaks. Sono then answers using that guest's own details — which unit they booked, when they check in, the access code, the wifi password, the parking arrangement, the house rules — rather than generic information. Every call is written back to Hostaway as a conversation entry, and anything needing action becomes a task.
By matching the caller's number against the phone numbers on your Hostaway reservations. If the number matches a guest with a current or upcoming stay, Sono has the reservation and listing loaded before it answers. If it doesn't match, Sono asks for a name or booking reference and looks the reservation up that way. Callers who aren't guests at all — owners, cleaners, someone dialling the wrong number — are routed by your own rules.
Reservation fields (guest name, dates, status, number of guests, channel) and listing fields (address, directions, access and door codes, wifi credentials, check-in and check-out times, house rules, amenities, parking, custom fields you have defined). You decide which fields Sono is allowed to read aloud and which it must never disclose.
Yes. Every call produces a conversation entry against the reservation with a summary, the transcript and the recording. Maintenance issues and anything else requiring follow-up are created as Hostaway tasks with the unit, the reported problem and the urgency attached, so your operations board reflects the phone line as well as the inbox.
Yes, and that is the point of connecting to Hostaway rather than loading a static FAQ. One phone number can serve an entire portfolio: Sono resolves the reservation first, then answers with that specific unit's details. Adding a listing in Hostaway is enough — there is no separate content to maintain on the Sono side.
Sono speaks the languages your guests do, and picks the language up from the caller rather than from a menu. For a portfolio taking bookings from Airbnb, Booking.com and Vrbo, that removes the practical ceiling on which markets you can support out of hours.
Sono is configured with your escalation rules. A call matching an emergency threshold — a leak, a lockout in freezing weather, a smell of gas, a security incident — pages your on-call contact by SMS and phone with the unit address, the reservation and the recording attached. Everything else is answered on the spot or queued as a task for the morning.
It can check the calendar in Hostaway, tell the guest whether the unit is free, and either take the request as a task for your team to approve or confirm it directly under rules you set — a price threshold, a maximum extension, a blackout list. You choose how much authority the agent has.
Connecting the accounts and mapping the fields is typically a day's work. What takes longer is agreeing the answers: which facts Sono may disclose, what it must escalate, what it says when it doesn't know. Most portfolios are live within one to two weeks, including a review pass on real calls.
For most short-term rental operators, yes — and it does something an answering service structurally cannot. A human answering service works from a script and a contact sheet, so it takes a message and promises a callback. Sono is inside Hostaway, so it resolves the reservation and answers the question outright: the code for that unit, the check-in window on that booking, the parking arrangement at that address. What is left over — genuine emergencies and judgement calls — is escalated to your on-call contact instead of queued.
Sono connects through the public Hostaway API rather than as a marketplace listing, which is why it can be scoped to exactly the fields you approve and switched on without waiting for an app review. Setup is a credential you generate in Hostaway and can revoke whenever you like.
Sono connects through Hostaway's public API and webhooks using credentials you issue and can revoke at any time. Access is read-only on the fields you approve, plus write access for conversations and tasks. Hostaway is a trademark of its respective owner; Sono is an independent product.
Get started
Hear it answer a call about your own listing
In a 30-minute demo we connect a sandbox Hostaway account, call the number, and you listen to Sono resolve a reservation and answer with that unit's details.
Book a Demo
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