Remote Co-Hosting and Digital Host–Guest Communication in Short-Term Rental Operations: A Cost-Effective Global Model

Abstract

The rapid growth of short-term rental platforms has increased the demand for continuous host–guest communication across multiple digital channels. To manage this workload, many property owners rely on remote service providers, particularly from developing countries. This study examines the role of Pakistani remote co-hosting agents in managing guest communication and operational tasks for properties listed on Airbnb, Booking.com, VRBO, and direct booking websites.

Using a quantitative survey of guests and co-hosting agents, combined with practitioner-based operational evidence, this study evaluates communication timeliness, clarity, responsiveness, and their impact on guest satisfaction and repeat booking intentions. Findings show high levels of guest satisfaction with remote communication services, demonstrating that geographically distant teams can effectively deliver high-quality customer support. Survey results indicate that over 88% of guests evaluated communication timeliness positively, with 91% expressing willingness to rebook.

The study also discusses global labor cost differences in customer service roles, highlighting how remote outsourcing allows property owners to maintain 24-hour operations at significantly lower costs while providing stable employment opportunities for skilled workers in emerging economies. The paper contributes to short-term rental and service management literature by linking digital communication quality, remote workforce organization, and economic efficiency. Practical implications are provided for property owners, platform managers, and remote service professionals.