In this episode of the STR Data Lab, Jamie Lane, Chief Economist at AirDNA, welcomes Sam Dundas from Besty AI. Sam explains how his background as a property manager led him to create Besty AI, which provides automation for PMS systems. They discuss the company’s rapid growth, reaching 17,000 paying properties within a year and nearing a million in revenue. Their success is attributed to AI applications that streamline guest communications, task management, and review analysis.

He notes that Besty AI focuses on integrating practical AI applications directly into PMS, rather than offering separate tools, making adoption easy for users. He talks about starting from simple automation, like addressing common guest questions, and gradually enhancing functionality. Sam also highlights the importance of reliability over coverage in AI responses. They delve into the evolution of automated messages and the balance between efficiency and personalization. Future developments include deeper integrations and expanding revenue-generating features. Despite tech advancements, Dundas believes personal touch remains crucial.

The discussion also touches on the varying scalability among PMS platforms and the potential industry impact of major players like Airbnb. Looking ahead, Sam envisions

significant improvements in AI’s role in property management, driven by both technological advancements and customer needs. Integration with more PMSs and entering the hotel space are seen as future growth areas. The podcast concludes with an outlook on the evolving landscape of property management and AI’s role in it.