Short-term rentals are often associated with a beautiful apartment, a great location, and an easy booking process.
But the guest’s real experience begins later.
When the traveler needs information before arrival.
When they’re standing at the apartment door and need help.
When a question comes up that couldn’t be anticipated.
When it matters not only what you say, but above all how fast you respond and how you resolve the situation.
That’s when the Guest Service Office at Downtown Rent takes over. A team of people who every day ensure that stays for thousands of guests run smoothly, comfortably, and without unnecessary stress.
Because every booking is more than an apartment number.
There’s a person who trusted our brand.
Over 1,000 apartments means thousands of unique stories.
Downtown Rent currently manages over 1,000 apartments in Poland and Spain. At this scale, professional guest support can’t be based on goodwill alone.
You need processes, experience, the right tools—but above all, people who can act effectively in any situation.
Guest Service Office manages full guest communication,
before arrival,
during check-in,
throughout the stay,
when solving ongoing issues,
after the reservation ends.
That team is often the guest’s first—and last—point of contact with Downtown Rent.
So their work has a huge impact on how the brand is remembered.
24/7—because travel doesn’t end at 17:00.
Guests travel at different times. Flights arrive in the evening, check-ins happen late, and unexpected situations don’t follow office hours.
That’s why Downtown Rent provides 24/7 guest support, 24 hours a day, 7 days a week.
Behind every late-night message, every call, and every request is a person who has to quickly assess the situation and find the best solution.
Sometimes it’s a simple question about parking or key location.
Sometimes cooperation spans teams—technical, quality, cleaning, or operations.
Most important: the guest must never feel alone.
In 2026, thousands arrive and thousands of choices happen daily.
The biggest test for any short-term rental operator is the season.
Operations expand massively—and each day brings hundreds of new cases.
In 2026, the Downtown Rent Guest Service Office handled:
7,814 arrivals in June,
14,563 arrivals in July,
9,872 arrivals in August.
Behind these numbers are thousands of individual contacts and decisions made by the team every day.
During vacation alone, Guest Service Office staff received:
5,872 calls in June,
7,384 calls in July,
6,809 calls in August.
Compared to the previous season, the growth in scale was very clear. In June, we handled 2,103 additional arrivals, and the number of calls increased by 1,720 contacts. In July, it was already 3,119 additional arrivals, with a rise in call volume of 2,361, while in August we completed 3,274 additional arrivals with calls up by 1,541.
Each figure represents a real person.
A person who, within minutes, must find a solution.
A person who coordinates the work of several teams.
A person who knows that even a small issue can matter a lot to the guest.
The highest quality starts with accountability.
High ratings on Booking.com and Airbnb aren’t accidental.
They come from many people and departments working together for the full stay.
Downtown Rent maintains high ratings:
8.9/10 on Booking.com with over 32,000 reviews,
4.72/5 on Airbnb with over 26,000 reviews.
Guests don’t rate just one department.
They don’t split booking, service, housekeeping, or technical
They rate the whole experience.
That’s why the best results come from teamwork:
quality department,
reservations,
Professional rentals are built on the technology—
but at scale it’s easy to lose a personal touch.
At Downtown Rent, we believe that with 1,000+ apartments, every guest should feel someone truly cares for their stay.
Technology helps us respond faster.
Processes help us maintain standards.
But it’s people who make the service truly professional.
Every review is written by a real person.
Every issue resolved is backed by the team’s experience.
Every great stay is the result of many hours of work guests often don’t even notice—because everything runs exactly as it should.
Thank you to the Downtown Rent Guest Services team.
Serving thousands of travelers every month is a huge responsibility.
It takes patience, commitment, and the ability to act under pressure.
That’s why we want to thank the entire Downtown Rent Guest Services team for their daily work—so our guests feel truly cared for, and apartment owners know their properties are in good hands.
Because in short-term rentals it’s not just about providing an apartment.
It’s about creating an experience guests want to return to.
