CRM for short-term rentals
Every enquiry, followed through
Guest and landlord messages all land in one inbox. AI replies for you, keeps track of every lead and follows up, so no one slips through the cracks.
Made by The Flex, a rental company.
Our sales team uses it.
What is Customer Relationship Management?
Every guest and landlord in one place
A short-term rental CRM, also called a vacation rental CRM, keeps every guest and landlord you are talking to in one place. Each person has one record with every message, call and next step, so no enquiry gets lost. In Base360 the CRM has three parts.
CRM inbox · guests and landlordsPart 1 of 3
One inbox for both sides
1CRM inbox
All sales enquiries in one CRM inbox
The CRM inbox collects every message from guests and landlords who haven’t booked or signed yet.
ChannelsEmail, SMS, WhatsApp, Instagram, Facebook and calls, each in its own tab with a count.
2AI replies and lead status
AI suggests replies and sets the lead status
AI writes each reply from your knowledge base. Send it with one click, or let AI reply on its own. It also picks up what each person is looking for and sets their status, like Potential Lead or Potential Guest.
When AI isn’t sureAI doesn’t guess: the status is left to your team. Sensitive messages, like a refund claim, go to a person.
3Replies on every channel
AI replies by email, voice note or call
Reach each lead on the channel they prefer, right from their page. AI can write the email, record a WhatsApp voice note or call them for you. Every reply is saved on their timeline.
Your own mailboxConnect your mailbox, and email replies go out from your own address.
4Filters
Filter leads by status or type
Every lead has a status, such as Potential Guest, Booked or Lost Lead. Filter the CRM inbox by status, lead type, deal stage or priority.
Saved viewsSave a filter as a Custom View, such as leads from Google Ads, and open it in one click.
Lead management · guests and landlordsPart 2 of 3
Every lead on one page
5Lead source tracking
See where each lead came from
Each lead shows its source, such as your website, a form or a booking, with the UTM tags of the ad or campaign behind it.
What it solvesSpend more on the channels that bring bookings, and less on the ones that don’t.
6Activity timeline
Every message, call and note on one timeline
Each lead has a timeline of messages, calls, notes, tags and status changes, with who did each and when.
One person, one recordBase360 flags a possible duplicate, and your team merges the two records in one step.
7Guest history
Know a guest who comes back
Each guest’s profile lists every booking with its dates, channel and coupon, and their lifetime value from paid bookings and upsells, net of refunds.
Get in touchOne click opens the guest’s latest conversation in the Unified Inbox.
8Tasks and team notes
Assign tasks to your team
Create a task on a lead with an assignee, a priority and a due date. It shows on the lead’s timeline.
Private notesNotes with @mentions and files that the guest or landlord never sees.
9Lead routing
Send landlord leads to the right city team
Base360 checks the city on each landlord form and gives that city’s team a call task, due the same day.
Nothing waits unseenThe task sits in the team’s Tasks tab with its due date, so a lead nobody has called yet is easy to spot.
Deal pipeline · landlord acquisitionPart 3 of 3
From first call to a signed property
10Landlord leads
Landlord leads with their property details
Landlords who want to give you a property have their own lead list. Each one shows the location, bedrooms, asking price, availability and portfolio size, so you can judge the property before the first call.
Our differenceMost rental software only tracks guests. Base360 also tracks the landlords who bring you new properties.
11Landlord pipeline
Move each deal through your stages
Each deal is a card in your pipeline. Move it from stage to stage, like inspection, approval and offer sent, and your team sees where every deal stands.
Your stagesGuests and landlords have separate pipelines. Add, rename and reorder stages to match how you work.
12Won deals
Mark a deal Won, and it locks
Moving a deal to Won asks for a confirmation, then closes and locks it, so nobody moves it by mistake. Won deals count towards your win rate in CRM Analytics.
Reopen a closed dealLost works the same way. Someone with the right access reopens the deal into an open stage.
13Lost deals
A lost deal keeps the contact
Moving a deal to Lost closes it after a confirmation, but the person stays in your Marketing contacts with their full history. A follow-up sequence can stay in touch until the timing is right.
One contact listCRM leads and Marketing contacts are the same records: nothing to export or copy.
14Landlord follow-ups
Automatic follow-ups, days apart
When a landlord isn’t ready to sign, AI keeps in touch for you: a WhatsApp thank-you first, then friendly emails a few days apart. You set it up once in the AI Agents Builder.
You stay in controlEvery message and every wait is yours to edit, and one toggle turns it off.
15Find the deal nobody touched
Spot the deals going quiet
CRM Analytics shows where your deals get stuck and which ones nobody has updated lately, so you call that landlord first.
Your teamWin rate, time to win and deals won by each person on your team.
FAQ
Common questions
What is the Base360 CRM for short-term rentals?
The Base360 CRM is where a short-term rental operator handles everyone who has not booked yet: guests who enquire and landlords who want to give you a property. It has a CRM inbox for enquiries, AI lead qualification, lead profiles with source tracking, tasks, guest and landlord sales pipelines, segments, follow-up sequences, email and WhatsApp campaigns and CRM Analytics.
Is Base360 a vacation rental CRM?
Yes. Short-term rental, vacation rental and holiday let operators use the same CRM: a sales inbox for guest enquiries, deal pipelines and AI follow-ups, built into the Base360 property management system.
Can the CRM help with landlord acquisition?
Yes. Landlords who want you to manage their property get their own lead type and pipeline, with stages such as Inspection Completed, In Negotiation and Offer Sent. Each landlord lead goes to its city team as a task, and AI follow-ups keep in touch until they sign.
Is the CRM inbox separate from the Unified Inbox?
Yes. The CRM inbox holds enquiries from people who have not booked yet, by email, SMS, WhatsApp, Instagram, Facebook and phone calls. Once a lead books, their messages go to the Unified Inbox, where your operations team looks after the stay.
Does AI qualify leads automatically?
Yes, once you set it up. You build an AI agent in the AI Agents Builder that reads each new message and sets the lead status, for example Potential Guest or Potential Lead. Messages the agent cannot place wait for your team, and sensitive ones are tagged AI escalation for a person.
Can I manage landlords as well as guests?
Yes. Landlord leads have their own list with location, bedrooms, asking price, availability and portfolio size, and their own sales pipeline with stages you choose, such as inspection, approval and offer sent. An AI agent can turn each landlord form into a task for the right city team.
Can I see which ad or channel brought a lead?
Yes. Each lead profile shows its source, such as your website, a booking or a form, with the campaign and UTM tags that brought it. CRM Analytics shows won and lost deals, the win rate and the average time to win.
What happens to a lead who does not book?
The deal is marked Lost, but the person stays in your Marketing contacts with their full history. You can add them to a segment that updates by itself, send them a campaign, or build a follow-up sequence in the AI Agents Builder. Campaigns skip people who unsubscribed.
Can I see a guest's bookings and lifetime value?
Yes. Each guest's contact profile lists their bookings with dates, amount, channel and coupon used, and their lifetime value from paid bookings and upsells, net of refunds.
Where do CRM contacts come from?
From CRM inbox enquiries and forms, and from your bookings and properties: Base360 adds guests and landlords by itself and keeps them up to date. Your team can also add a contact by hand.
What if the same person is added twice?
Base360 flags a possible duplicate when a contact is added, and your team decides whether to merge the two records. A merge keeps tags, tasks, deals and files, but not the second record's notes or consent history, so it asks you to confirm first.
Can I add my own fields and lists?
Yes. Add custom contact fields, such as text, numbers, dates, choices or files, and save working lists with your own filters and columns. Contacts and saved lists export to Excel.
Who on my team can see and change what?
Each part of the CRM has its own rights to view, create, edit and delete: contacts, notes, tasks, deals, stages, segments, analytics and campaigns. A lead assigned to a team is visible only to that team and admins.
Can my team send from their own mailbox?
Yes. Each team member can connect their own mailbox to the CRM inbox.
Read next
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Pre-arrival guide How to set up online check-in for short-term rentals -
AI operations guide AI-powered guest support and operation flow: who does what -
Guest communication guide What a unified inbox for short-term rentals should actually do
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