Last updated: 27th June 2025
Red Kite Hosts, a premium short-let management company in the Cotswolds, faced an increasingly common challenge in the world of holiday rentals: too many guest questions and not enough time. From troubleshooting heating to finding the nearest café, their guest inbox was always full. The solution? Turning static info dumps into dynamic, digital guidebooks with Guidey.
Meet Red Kite Hosts
Red Kite Hosts manages holiday homes and Airbnbs across the Cotswolds and surrounding counties — from chic one-bed city flats to sprawling countryside estates. Their mission? Make short-term letting seamless for homeowners and delightful for guests.
Sam, Project Manager at Red Kite Hosts, focuses on improving internal systems and external guest experiences. One project stood out: guest communication. Or more precisely, how to scale it while keeping it human.
“We were getting a high volume of guest messages — from directions and heating to local grocery stores and days out. We already had all the answers, but they were scattered across a database and Google Drive,” Sam explains.
The Challenge: Information Overload and Missed Expectations
Before Guidey, Red Kite Hosts had two main pain points:
- Guest overwhelm: Pre-arrival messages were long and crammed with every conceivable detail, in an effort to pre-empt questions. But longer didn’t mean better — guests were skimming or skipping entirely.
- Team inefficiency: The team had all the info they needed — videos, floorplans, manuals — but stored in tools not designed for guest access. Staff had to dig and respond manually, even when the info already existed.
This reactive approach meant more stress for the team and frustrated guests who couldn’t find what they needed.
“We knew we had to centralise everything and make it easier for guests to self-serve.”
The Search for the Right Tool
Red Kite Hosts evaluated several options, but only Guidey checked every box:
- Multimedia embedding (without having to upload to third-party platforms)
- Multilingual support for their international guests
- No app downloads or login friction
- User-friendly interface for both staff and guests
“Guidey was the most intuitive option we found. It didn’t require guests to download anything — just a simple link they could open on any device.”
Getting Started with Guidey
Setup was smooth — and fast.
“The team were amazing. We sent them our content — videos, photos, instructions — and they built the initial guides for us. We were live with nearly 90 digital guidebooks in just a couple of weeks.”
The Red Kite team received onboarding calls and quick-turnaround support whenever they had questions.
The Result: Happier Guests, Fewer Questions
Today, every Red Kite home has its own digital guidebook. Guests receive the link as soon as they book, with a reminder before check-in.
Each guide covers:
- Property-specific info (Wi-Fi, heating, appliances)
- Directions and parking
- Over 200 curated local recommendations: cafés, walks, shops, and experiences
- Troubleshooting tips with embedded images and videos
See more customer testimonials here.
The guides have also helped reduce one of the top causes of poor guest reviews — lack of clear information — as discussed in Red Kite’s own blog on avoiding Airbnb guest complaints.
Advice for Other Hosts
Sam is clear: the upfront work is worth it.
“If you want to reduce guest messages and make the stay experience smoother, Guidey is a no-brainer. Once the guidebooks are set up, they just run. Most guests prefer self-serve anyway.”
The ability to embed multimedia also improves clarity — especially for things that are tricky to explain, like turning on underfloor heating or finding a hidden parking bay.
Looking Ahead
Red Kite Hosts now has a scalable system in place. With over 90 properties and counting, Guidey helps them maintain their high-touch service without overwhelming the team.
“It’s made a huge difference already, and as we expand, the value of having this all centralised will only increase.”
Interested in Hosting with Red Kite?
Red Kite Hosts is looking to partner with property owners in:
- The Cotswolds
- Oxfordshire, Gloucestershire, Warwickshire, Worcestershire, Wiltshire, Somerset
Whether you own a stylish flat or a sprawling country home, they offer a fully managed service: listing optimisation, 24/7 guest support, housekeeping, maintenance, and more.
👉 Learn more at redkitehosts.com or get in touch for a friendly chat.
Get Started with Guidey
If you’re ready to take your short term rental to the next level, feel free to Book a call with our friendly team so we can collaborate on the best solution for you, or simply click here to start creating your Guidey™ digital guidebook today.