Mila Concierge is an autonomous AI concierge for short-term rental hosts. It answers guest questions 24/7 in 14 languages by learning from your listing photos, house manuals, and documents—so you don’t have to.

Click “Get Started” on the homepage. Enter your email, full name, and a password (12 characters minimum). You can optionally add a company name and phone number. You must accept the Terms of Service and Privacy Policy to complete signup.

All you need is an email address and at least one short-term rental property. Having your Airbnb listing URL ready speeds up setup because Mila can automatically import your photos and property details.

From signup to first guest question answered takes minutes, not weeks. Add your property with a listing URL, and Mila automatically imports photos and details. Upload any house manuals you have, subscribe to a plan, and you’re live.

From your Dashboard, click “Add Property.” Enter the property name, country, and address. Optionally paste your Airbnb listing URL and Mila will automatically import photos and details. You can also upload a house guide PDF (up to 16 MB) during creation.

A property name (2+ characters), country, and address (5+ characters) are required. For properties in the US or Canada, state/province is also required. Listing URL and house guide are optional but recommended.

Yes. Paste your listing URL when creating a property and Mila will automatically scrape your listing photos, title, description, amenities, and house rules. This data is used to build your property’s knowledge base.

Open the property detail page and switch to the “Manage” tab. From there you can update the property name, address, listing URL, and other details.

“Active” (green) means the property is live and answering guests. “Updating” (yellow) means the knowledge base is being rebuilt. “Needs attention” (red) means there are guest conversations requiring your input. “Inactive” means the subscription is not active.

Yes. Active properties can be paused, which disables guest Q&A while keeping your subscription and data intact. You can resume at any time to restore full functionality immediately.

Open the property detail page and look for the delete option in the Manage tab. Deletion is permanent and removes all associated data including conversations, documents, and KB content. A confirmation dialog is required.

On the Properties page, use the search bar to filter by name, address, or listing URL. You can also toggle between viewing all properties or only active ones, and sort by conversation count.

The cover image is the photo displayed on your property card in the properties list. It’s automatically set from your listing photos. You can change it from the photo inventory on the property detail page.

Mila builds a knowledge base (called the Well of Knowledge) from three sources: your listing URL (photos, descriptions, amenities), uploaded documents (house manuals, rules, PDFs), and your corrections to its answers. The more information you provide, the better Mila responds.

You can upload PDF, Word, and text documents. Each file can be up to 16 MB. Documents are processed and indexed into the knowledge base to help Mila answer guest questions accurately.

Go to your property detail page and find the Knowledge Base section. Click the upload button, select your file (PDF, Word, or text, up to 16 MB), and choose a document type (guide, rules, house manual, etc.). The document will be queued for processing.

When you upload, delete, or reprocess documents and photos, changes are added to a queue rather than applied immediately. Items appear under “Will be updated on next Re-build” and are tagged as “Add” (green), “Remove” (red), or “Process” (yellow). Click Re-build to apply all queued changes at once.

Rebuild time depends on the amount of content. A minor rebuild with a few changes typically takes 1–3 minutes. A major rebuild with many photos and documents can take longer. A progress bar shows the current status, and the page polls for updates automatically.

Yes. You can delete documents from the Knowledge Base section on your property page. Deletions are queued and applied on the next rebuild. The document list shows each file’s upload date, type, and size.

Yes. The Photo Inventory section lets you view, edit, and delete photos. You can select multiple photos with checkboxes for batch operations, edit names and location tags, preview full-size images, and batch reprocess or delete selected photos.

Click “Buy Updates” on your property page. A modal shows your current usage, remaining allowance, and the option to purchase add-on credits using your saved payment method.

Yes. Pending uploads and deletions are stored in your browser’s local storage and will still be there when you return. They are cleared when a rebuild starts.

Open a property detail page and switch to the “Conversations” tab (available for subscribed properties). Conversations are organized by date with the newest first, showing the guest’s question, Mila’s answer, and any guest feedback.

It means there are conversations where a guest gave negative feedback (rating 1–3 out of 5) and no host correction has been provided yet. These appear in the “Attention” filter view and on your Dashboard.

Click the “Answer” button on any conversation. Type the correct answer and submit it. Mila learns from your correction and will use it to improve future responses. The conversation is then removed from the “needs attention” list.

Yes. Use the “Attention” view to see only conversations needing your input (negative feedback, unanswered). Use the “All” view to see everything. You can filter by property and search by question text.

Guests can rate Mila’s responses on a 1–5 scale and optionally leave a comment. Ratings of 1–3 are flagged as negative and appear in your “Attention” queue. You can see the rating, feedback comment, and whether the guest found the answer helpful.

Yes. You can dismiss conversations to mark them as handled. Dismissed conversations are still visible but marked as resolved with a timestamp.

The Dashboard shows the top 8 conversations across all your properties that have negative guest feedback and no host correction yet. It includes a quick “Answer” button so you can respond without navigating to each property.

Mila estimates approximately 2 minutes saved per guest question answered. The Dashboard shows total time saved across all properties and the average time saved per property, updated in real time as conversations accumulate.

Use any iPad from 2018 or newer. Install the Mila app from the App Store, scan your property’s Host QR code to pair the device, then enable Apple’s Guided Access to lock the iPad to Mila. See the Kiosk Setup Guide in the Support section for detailed steps.

Yes. Each property supports multiple registered devices. For example, you might place one iPad in the living room and another in the kitchen.

The device list on your property page shows each device’s status. “Online” (green) means a heartbeat was received within the last 10 minutes. “Offline” (gray) means the device hasn’t checked in recently. The “Last seen” timestamp shows exactly when it was last active.

Yes. The device list shows battery percentage and charging status: a lightning bolt for charging, a checkmark when full, or the percentage when draining.

The heartbeat history shows hour-by-hour connectivity data for the last 24 hours. It helps diagnose intermittent connectivity issues and confirms the device was online during guest hours.

You can deactivate a device from the device list, which disconnects it from the property. For troubleshooting, you can request a remote factory reset—the device will reset on its next boot.

Device analytics include guest questions answered via the device, session durations, peak usage hours, unique guest visitors, device uptime statistics, and alert history for network or battery issues.

Mila offers three tiers: Nano, Pro, and Ultra. Each tier differs in monthly question limits, number of devices, monthly KB update credits, and other features. Plans are available with monthly or annual billing (annual includes a discount).

Go to your property detail page and select a plan tier and billing interval (monthly or annual). Enter your payment information through the secure Stripe checkout. Once payment is confirmed, your property becomes active and guests can start asking questions.

Yes. You can change your plan tier at any time from the property detail page. A preview shows any prorated charges or credits before you confirm. Changes take effect immediately.

Open the property detail page and find the subscription section. Click cancel and confirm in the dialog. Cancellation takes effect immediately—guest Q&A and device access are disabled. Subscription payments are final; no refunds or credits are issued for remaining time.

Go to the Billing page from the top navigation. You’ll see a table of all invoices with date, invoice number, amount, and status (paid, open, void, etc.). You can download a PDF for each invoice.

Mila accepts credit and debit cards through Stripe. Your card details are securely handled by Stripe and never stored on Mila’s servers. You can update your payment method from the Billing page.

Subscription payments are final. No refunds or credits will be issued for remaining time on an active membership. You can cancel at any time, but the remaining billing period is not refunded.

Yes. During the subscription purchase flow, enter your promo code to validate and preview the discount before completing payment.

If a payment fails, your invoice will show an “open” status. Update your payment method on the Billing page and the charge will be retried. If the issue persists, contact support.

Guests can scan the QR code displayed on the kiosk iPad or use the guest access code. Both methods connect them to your property’s AI concierge where they can ask questions by voice or text.

An auto-generated alphanumeric code that guests enter to authenticate with your property’s Q&A system. You can find it on the property detail page and regenerate it anytime (which invalidates the old code).

A scannable QR code generated from the guest access code. Guests scan it with their phone camera to instantly access your property’s Q&A. It can be regenerated if needed.

A separate code used to pair kiosk devices (iPads) with your property. It’s different from the guest access code and is used during device registration.

Yes. Both the guest access code and host access code can be regenerated from the property detail page at any time. Regenerating a code invalidates the previous one.

Guests can speak or type in 14 languages: English, Spanish, French, German, Italian, Portuguese, Russian, Ukrainian, Chinese, Japanese, Korean, Arabic, and Hindi. Mila automatically detects the language and responds in the same one.

A testing tool on each property page that lets you ask Mila questions as if you were a guest. You can verify the AI’s responses, check accuracy, and test different languages before real guests interact with it.

In the QA Sandbox, select a language from the dropdown (13 languages available), type your question, and Mila will respond in that language. This lets you verify translation quality and accuracy.

Yes. After receiving a response in the Sandbox, click the correction button and type the correct answer. This correction is saved and queued for the next KB rebuild, so Mila learns from it.

The Sandbox shows Mila’s answer, the sources it used (documents, photos, listing data), response time in milliseconds, and an audio playback option. You can also see how confident Mila is in the response.

Yes. Mila generates a text-to-speech audio response (MP3) that you can play and pause directly in the Sandbox. This is the same audio guests hear on the kiosk.

Mila supports two-factor authentication via email OTP (a 6-digit code sent to your email) or a TOTP authenticator app (Google Authenticator, Authy). You can enable 2FA from your account security settings.

Click “Forgot password?” on the login page. Enter your email and you’ll receive a confirmation code. Enter the code on the reset page and set a new password (12 characters minimum).

Authentication tokens are stored in your browser. If a session expires, Mila automatically refreshes it in the background so you don’t get interrupted. Logging out clears all tokens immediately.

Yes. All payment processing is handled by Stripe. Your card details are never stored on Mila’s servers. Stripe is PCI DSS Level 1 certified, the highest level of security certification.

Links to both are in the site footer on every page, and also shown during signup. You can access them directly at /terms and /privacy.

Try signing out and signing back in. If that doesn’t help, clear your browser cache and reload. Check that your subscription is active for the property. If the issue persists, contact support with the request ID shown in any error message.

KB builds can take several minutes depending on content volume. The page automatically polls for progress updates. If a build appears stuck for more than 15 minutes, try refreshing page. If it persists contact support.

This means the photo needs to be re-analyzed, usually because the processing format has been updated. Select the photo and click “Reprocess” to queue it for the next rebuild.

Check that the iPad is powered on, connected to Wi-Fi, and the Mila app is running. A device is marked offline if no heartbeat is received for 10 minutes. Check the heartbeat history for connectivity patterns. If needed, request a remote device reset.

Find the conversation in the Conversations tab or Dashboard attention section. Click “Answer” and provide the correct response. Mila learns from your correction. For recurring issues, upload more detailed documentation or update your listing details.

Check that the file is a supported format (PDF, Word, or text) and under 16 MB. If the upload button is disabled, ensure your property has an active subscription and you haven’t exceeded your monthly update limit.

Email support@milaconcierge.com. Include your property name and any error messages or request IDs you see. You can also visit the Support page from the site footer for guides and troubleshooting tips.

A request ID is a unique identifier attached to each API call. When an error occurs, the request ID is shown in the error message. Include it when contacting support so the team can quickly diagnose the issue.