We help independent hotels, serviced-apartment operators and short-term rental managers with guest enquiries, partner support and day-to-day OTA administration. All three services are available in English and Italian, during agreed, paid weekly shifts.
We work in the booking and property-management systems you already use. Before starting, we agree on the tasks, access permissions and escalation contacts.
We respond to guest enquiries using your approved property information and procedures, then follow up on anything that remains open.
We help property managers, owners and reservations teams investigate booking issues, follow up on requests and keep cases moving.
We check listing information, reservations and OTA/PMS discrepancies, and coordinate with official support when a technical issue needs attention.
Whether you manage a hotel, an aparthotel or a group of holiday rentals, we work alongside your existing team and processes.
Extra support for guest enquiries, reservation follow-ups and OTA issues, working alongside your front desk or reservations team.
Guest messaging, booking amendments and operational follow-ups for serviced-apartment and aparthotel teams.
Support for professional short-term rental managers and co-hosting teams responsible for several properties.
These examples show how we check the facts, respond and follow up. The exact process and decision authority are agreed with each client.
We check the message, confirm the reservation and consult your property instructions before replying or asking the right person to approve the next step.
Approvals remain with your team. We follow your procedures and ask for authorisation before refunds, price changes or policy exceptions.
You keep your existing booking channels and PMS. We work through approved accounts and keep internal notes for case tracking; reservations and guest communication remain in your systems.
Depending on your setup and agreed scope, we can work with Booking.com, Airbnb, Expedia, PMS/channel managers, email and support tools. IRTARVA is independent of these platforms and is not endorsed by them.
We agree on what is covered, when we work and which decisions remain with your team. Then we set up access and begin the agreed support.
We discuss your properties, booking channels, usual case volumes and the issues taking up your team's time.
We define tasks, fixed weekly shifts, response targets, exclusions, permissions and escalation contacts.
You provide approved access, property instructions, response templates and the right operational contacts.
We handle the agreed tasks, flag issues needing a decision and report on completed and outstanding work.
Each week, you receive the agreed 15 hours of support. On quieter days we continue monitoring, follow-ups and routine checks within scope. When demand increases, we prioritise cases within the same hours and flag any work that needs another owner or more capacity.
If you add properties, we can review the likely workload during agreed hours and propose any necessary changes before they become part of our ongoing scope.
Choose agreed days and hours within our scheduling window. Your weekly fee stays the same when message volumes fluctuate, provided the agreed service is delivered. Each proposal sets out the tasks and response expectations.
A smaller weekly block for recurring back-office work or a defined support responsibility.
A regular support shift on agreed days, aligned with the times your team needs help.
A larger weekly block for operators handling more frequent enquiries or complex cases.
These are examples, not unlimited-case packages. We confirm the fee, working hours and scope before starting. Additional properties or hours are reviewed separately. Physical emergencies and out-of-hours cover remain with your team.
Need another schedule? We can agree on a different fixed weekly block after discussing your needs.
Shifts can be arranged Monday–Saturday, 08:00–22:00 (CET/CEST), subject to availability. Your agreement confirms the exact days, hours and fixed weekly fee.
We agree on access, approvals, working hours and reporting before taking on any guest or reservation work.
You provide approved access, with individual accounts and suitable permissions where available.
Refunds, compensation, policy exceptions and other sensitive actions go to your designated approver.
The contract sets the working days, time zone, response expectations and arrangements for absences.
Regular updates show what we have completed, what remains open and who is responsible for the next step.
Guest Support, Partner Support and OTA Administration are all available in English and Italian. We use the language required for each agreed task.
Both languages are covered during your agreed shifts; this is not a separate translation or 24/7 service.
Guest support · Property-team support · OTA administration
Guest support · Property-team support · OTA administration
The same three services and operating standards, in either language.
IRTARVA is a new, independent service run by its founder, who has over five years of professional experience in Customer Support Specialist and Partner Support Specialist roles at Booking.com.
That experience shapes how we work: check the reservation, confirm the relevant policy, communicate the next step and document what happens.
IRTARVA provides hands-on remote support, not booking software, an on-site team or a 24/7 call centre. We work alongside your staff during your purchased service hours.
Answers to common questions about working hours, approvals and how our service fits into your operation.
You purchase 15 scheduled hours each week for a fixed fee. The fee stays the same whether the inbox is quiet or busy, and we provide the agreed support throughout those hours. Missed coverage is handled under the contract's rescheduling or fee-adjustment terms.
You can arrange shifts Monday–Saturday, 08:00–22:00 Central European time (CET/CEST), subject to availability. Your agreement sets the actual days, hours and response expectations. It is not continuous coverage throughout that window.
During quieter shifts, we continue agreed monitoring, checks and follow-ups. In busier shifts, we deal with time-sensitive work first and report or hand over tasks that cannot fit into the purchased hours.
Yes. With your approval, we can assess the new properties during an agreed shift, report the likely workload and confirm any scope or fee change before we take on ongoing support for them.
No. We provide remote support during agreed shifts. Your local team handles on-site emergencies and cover outside those hours. We escalate urgent issues through your agreed contacts during our shifts.
No. We use authorised access to your OTA/PMS systems. We do not provide booking software, collect guest payments or independently approve financial transactions.
Only where you have expressly authorised it in writing. Otherwise, we review the case and ask your designated decision-maker to approve the action.
Our standard service covers written guest communication and operational administration, not telephone call-centre shifts.
Yes. Guest Support, Partner Support and OTA Administration are available in both languages during your agreed shifts.
We review your portfolio and systems, agree on the fixed weekly schedule and scope, confirm access and key contacts, then begin onboarding. A separate paid introductory period is optional.
IRTARVA is based in Albania and provides remote services to international hospitality businesses. Working hours and reporting are agreed in advance.
Tell us what you manage, which systems you use and when you need help. We will review the work involved before suggesting a fixed weekly schedule and fee.
Business enquiries: hello@irtarva.com