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[Sponsored Content] In this article, Aeve AI explains how its partnership with Affitti Brevi Italia is helping the short-term rental operator automate routine guest messaging while maintaining service standards across a portfolio of more than 1,000 apartments.
Affitti Brevi Italia, a short-term rental operator managing more than 1,000 apartments across Italy, has partnered with Aeve AI to take the repetitive side of its guest messaging off the team. For an operator known for the attention that goes into every stay, the appeal was guest messaging AI that could handle the routine while leaving the conversations that need a person to its team.
Dragos Diac, who founded Aeve, says the partnership came together quickly, once it was clear the two companies wanted the same thing from guest communication. Affitti Brevi recently moved its property management onto Guesty, which Aeve integrates with directly, and Dragos credits that integration as part of what made the partnership work.
Massimo, the company’s founder, was hesitant at first, which is usually the case for operators who put guest experience first. Massimo commented: “A team like ours does not welcome technology blindly, whatever the trend. I was clear from the start that we would not go ahead unless two things held true. It had to prove itself on results, and it could not come at any cost to the guest experience. So we began with a small group of properties and watched closely. The implementation was smooth, and it did not take us long to see what the technology could really do.”
Most operators already use AI to draft guest replies, with someone reading each message before clicking “Send”. The step Affitti Brevi took was the move to autopilot, letting the system send the routine messages on its own. That is harder than it looks. A reply can sound plausible and still be wrong, and at this scale a wrong answer reaches a real guest, so autopilot guest messaging only works when the AI follows the operator’s rules on every message rather than improvising around them. Safe guest communication automation is the real work behind it.
Aeve does this through what it calls the Playbook, the operational brain behind the system.
Aeve builds it from the way the operator already runs, their rules, preferences and standards, and teaches the AI to work to it, so the everyday messaging goes out in Affitti Brevi’s voice and to their standards, with the people who set those standards staying close to their guests.
When a conversation goes beyond what the system should settle on its own, Eve, Aeve’s agent, contacts the responsible manager by WhatsApp or email, explains the situation and asks for a decision, then carries that decision back to the guest. For an operation with managers spread across the country, that was the detail that made it practical.
Language mattered too. Across a portfolio that size, guests write in Italian as it is actually spoken, casual, regional and idiomatic rather than textbook, and the team works in Italian behind the scenes. A reply that reads as translated is its own kind of off-note, so holding the operator’s voice meant holding it naturally in the language the guest used.
As a portfolio grows, guest messages arrive around the clock, and answering the same questions over and over wears teams down and eats into their time. Teams can now utilise their free time to focus on shaping the guest experience. The rollout is now extending across the portfolio, with the same standards Affitti Brevi Italia set at the outset maintained as it scales.
Highlights:
- Affitti Brevi Italia has partnered with Aeve AI to automate routine guest messaging across a portfolio of more than 1,000 short-term rental apartments.
- The AI-powered guest messaging platform handles routine enquiries automatically while escalating more complex conversations to property managers.
- Aeve AI integrates directly with Guesty, enabling operators to automate guest communications within their existing property management system.
- The platform uses an operator-specific playbook to ensure automated guest messages follow established policies, brand standards and operational workflows.
- The rollout reflects a growing shift from AI-assisted draft replies to fully automated guest messaging in the short-term rental sector.
