What If I Don't Want Urio to Do It That Way?
I don't expect you to get everything right on day one. And I definitely don't expect me to.
Every property manager has their own way of doing things. Some of you approve early check-ins automatically. Some of you want to see every request. Some of you will happily offer a late checkout. Others would rather walk barefoot over LEGO.
That's why I don't think the goal is to build an AI that has the right answer. The goal is to build one that learns your answer.
1You can change my mind.
Let's say I approve a late checkout because there's no same-day arrival, the cleaner confirmed availability and your rules allow it. You look at it and say: “Actually, don't approve these automatically. I want to decide.” Fine. That's the rule now. Next time, I'll bring it to you.
Can we stay until 2 PM?
The guest is requesting a late checkout. Everything looks fine, but you've asked me to approve these manually.
2Maybe you want me to be more generous.
If a guest's stay so far has been great, or they've had a genuine inconvenience, you can tell me that. I'll recognise similar situations and either handle it (if you've authorised it) or bring it to you with a recommendation.
The AC wasn't working for a few hours. Could we get a small refund?
This looks like a situation where you usually offer a goodwill gesture. Should I offer 10% as a courtesy?
3Or maybe you want me to be stricter.
Some property managers never offer free late checkout, even when the calendar is empty. That's fine. You can set that rule, and I'll follow it. I won't improvise or offer exceptions just because someone asked nicely.
“Never offer free late checkout.”
Late checkout isn't available for this property. I can offer you the option to store your luggage until 2 PM if that helps.
4This is what good delegation looks like.
You wouldn't hire a human property manager and say “Here's the PMS. Good luck.” You'd teach them your rules, preferences and exceptions. I work the same way - except I don't need a six-week onboarding period, and I don't need coffee.
5I don't just learn what to do. I learn when to stop.
You can give me permission to handle routine tasks, and set clear boundaries for the things you always want to approve - like refunds, compensation or policy exceptions.
6And you can change the rules anytime.
Maybe during high season you want me to be stricter. Maybe one property has different rules from another. Maybe you've had a bad experience and want to adjust. Just tell me - I'll update and follow that point on.
7The more you teach me, the less you need to think about.
At first, you might want to approve more things. Over time, as you see how I work and correct me, you can give me more autonomy. That's how delegation is supposed to work - gradually, on your terms.
8You stay in control without staying in everything.
You don't need to approve every message or monitor every task. You can still decide what I can do, what I can't do, when I need to ask and what matters enough to interrupt you. If you change your mind? Tell me. I'll adjust.
9The bottom line.
You don't need an AI that thinks it knows your business better than you do. You need one that learns how you run it. Your rules. Your way. I work within them.