We have a standard in our company that we need to solve any kind of incident or give options to solve the incident for a guest in less than ten minutes.
– Daniel Garcia
Daniel Garcia built his property management company from one listing to 150+ properties while maintaining an incredible 4.82-star average across 16,000+ reviews.
Recently, he shared his secrets on how he achieved this. One of his key secrets? A simple 10-minute response rule that turns potential disasters into glowing reviews.
Here’s how you can implement this game-changing approach in your own short-term rental business.
Why the 10-minute rule works
Daniel discovered something powerful: “Every time we have a really bad situation, giving the best service for that situation, we can create the best reviews that we have in our account right now.”
The speed of your response often matters more than having a perfect solution immediately. When guests feel heard and see you taking action quickly, they shift from frustration to appreciation, even when things go wrong.
What “solving” in 10 minutes actually means
Daniel’s rule isn’t about fixing everything in 10 minutes. It’s about providing one of these within 10 minutes:
- Complete resolution (if possible)
- Clear action plan with timeline
- Multiple solution options for the guest to choose from
As Daniel puts it: “If it’s relocating the guest to another unit, if it’s giving a refund, whatever it takes, we solve in less than ten minutes.”
Setting up your 10-minute response system
1. Get instant notifications
Use Guesty Lite’s mobile app to receive push notifications for guest messages, maintenance requests, and booking updates across all platforms.
2. Create quick response templates
Structure your responses with an immediate acknowledgment, clear action being taken, a specified timeline, and available options. For example: “Thank you for letting me know about [issue]. I’m immediately contacting our maintenance team, who will be there within 45 minutes. In the meantime, I can also offer…”
3. Build your local support network
Daniel emphasized having reliable team members. For smaller operators, maintain contact lists for vetted repair services, backup accommodations, and cleaning services with pre-negotiated emergency rates.
The power of offering options
Daniel always gives guests choices because it puts them back in control of their experience. Instead of “we’ll fix this,” try “here are three ways we can handle this.”
For example, if the AC breaks:
- Option 1: Wait for repair (with portable fan provided)
- Option 2: Move to backup accommodation
- Option 3: Partial refund and early checkout
This approach often leads guests to choose less expensive solutions while making them feel empowered and cared for.
Using Guesty Lite to achieve the 10-minute rule
Guesty Lite’s unified inbox means all guest communications are consolidated in one place, making it easy to stay on top of urgent messages. The mobile app allows you to respond from anywhere, which is crucial since Daniel initially handled everything himself while working full-time. As you grow, team features ensure someone is always available to hit that 10-minute mark.
Start small, build consistently
Daniel’s advice for scaling: “You should imagine yourself if you want to get from one listing to fifty… to start creating processes as you are already there because it will be harder to create a process when you are there.”
Track your current response times, set up notifications and templates, then implement the 10-minute goal. Refine based on your most common issues.
Don’t forget the human touch
Daniel emphasizes: “Always keep the human touch in what you are doing. Technologies are good… But these businesses or this industry, the human touch is necessary because it’s an experience that you are offering.”
Your 10-minute responses should:
- Address the guest by name
- Acknowledge the specific issue
- Show empathy for their situation
- Provide concrete next steps
- Include your personal commitment to resolution
The business impact
Daniel’s 10-minute rule contributed to his company winning the award for best-ranked Airbnb account in Mexico and Latin America. Here’s what you can expect to see when implementing this strategy.
For smaller operators, fast response times:
- Prevent negative reviews by showing you care
- Generate positive reviews that mention your responsiveness
- Build guest loyalty for repeat bookings
- Save time by resolving issues before they escalate
- Create a competitive advantage in saturated markets
When you’re just starting out
If you’re managing 1-5 properties, you have an advantage that Daniel didn’t have: modern tech luxuries like Guesty Lite, which makes the 10-minute rule much easier to implement and achieve. Focus on setting up reliable notifications, creating a simple response system, building relationships with 2-3 trusted local service providers, and practicing empathetic communication.
Common challenges and solutions
“What if I can’t fix it in 10 minutes?” You don’t need to fix it – you need to respond with a plan and options.
“What if it’s 2 AM?” Acknowledge promptly, provide immediate comfort measures if possible, and offer a realistic timeline for a full resolution.
“What if the guest is being unreasonable?” Daniel’s approach: “Don’t take it personally. It’s always human to be human, and it’s nothing personal with you… It’s a business.”
Focus on solutions, not blame.
The bottom line
Daniel proved that exceptional service speed can differentiate your business in any market. His 10-minute rule isn’t just about being fast – it’s about showing guests that their experience matters to you.
“Customer satisfaction… will bring more business to you,” Daniel explains. The 10-minute rule is your path to that satisfaction, one quick response at a time.
