Property management · London, UK
Regal Realms: tenant-comms voice agent and payout reconciliation for London property management.
Regal Realms London case study: tenant communications voice agent, Booking + Airbnb payout reconciliation engine, and AI-assisted back-office operations.
Updated 2026-06-25
- Client
- Regal Realms
- Region
- London, UK
- Focus
- Property management
The challenge
Regal Realms runs a London short-let portfolio with bookings flowing through Booking.com, Airbnb, and direct channels. Two operational pains were eating margin. First, tenant and guest communications — check-in instructions, code requests, maintenance issues, late-night lockouts — were arriving 24/7 across email, WhatsApp, and platform inboxes, with no consistent response time. Second, reconciling platform payouts against the company's bank statements was a multi-day monthly task: Booking.com remits net, Airbnb remits per-booking with rolling holds, bank statements arrive in a different shape, and historical exceptions ran into the thousands of pounds at risk.
The build
consultance.ai shipped two production systems. The tenant-comms voice agent fields inbound guest and tenant messages across all channels, answers the common 80% (check-in codes, wifi, parking, late check-out, basic maintenance), and escalates only the genuine exceptions to a human with full context. The payout reconciliation engine auto-pulls Booking.com and Airbnb statements from Gmail, ingests platform CSVs and bank feeds into a shared Postgres database (over Tailscale, with row-locked OAuth tokens so multi-host runs can't race), and reconciles every payout line against bank credits. Exceptions surface in a dashboard with money-at-risk totals and a P1/P2/P3 triage. The pipeline also writes through to Xero so the books stay clean without manual journals.
Evidence from the work
- London property management company with public presence on web and Instagram.
- Reconciliation engine ingests Booking.com + Airbnb payouts and matches against bank statements end-to-end.
- Shared Postgres + row-locked OAuth so multi-host runs don't race the Xero token refresh.
- Voice agent handles tenant and guest comms in production across email, WhatsApp, and platform inboxes.
- P1/P2/P3 exception dashboard with money-at-risk surfaced to operations.
The outcome
- Three VAs went from around 80 hours a week on payout reconciliation and guest comms to roughly 10 hours a week, about 2 hours a day, within the first week after go-live
- Booking + Airbnb payouts reconciled automatically against bank statements
- Tenant + guest comms handled 24/7 without manual routing
- Back-office exceptions surfaced with prioritized money-at-risk view
- Xero write-through eliminates manual journal entries
- Multi-host runs coordinated without OAuth token races
Recorded impact
Time Saved
38h of 60h
Operator hours reclaimed every week after the system went live.
Efficiency
88% of 100%
Throughput uplift on the workflows we automated end-to-end.
System Score
94 of 100
consultance.ai readiness rating across stack, ops, and observability.
Figures from the existing case-study record; the readiness rating is Consultance’s internal assessment.
Explore a similar workflow
Start with the build library, or discuss how this approach could fit your team’s environment.