Question 1

Who's your best client for STR?

Accepted Answer

Our services are designed for both short-term rental (STR) owners and guests.For STR Owners & Hosts:BSC helps enhance the guest experience by providing convenient concierge services that create a more welcoming and memorable stay. From kitchen stocking to personalized guest requests, our services can help increase guest satisfaction and encourage positive 5-star reviews.For STR Guests:Whether you're traveling for business, vacation, or an extended stay, BSC makes your arrival stress-free. We can stock the kitchen with your requested groceries and other essentials before you arrive, allowing you to settle in immediately and spend more time enjoying your stay instead of shopping.

Question 2

How do I get started?

Accepted Answer

Getting started is easy. Simply schedule a free consultation with a Behind the Scenes Concierge (BSC) representative to discuss your needs, services of interest, and how we can best support your short-term rental. We'll walk you through the process, answer your questions, and create a concierge plan tailored to your needs.

Question 3

What does the onboarding process look like?

Accepted Answer

After your consult, you choose and pay for a subscription, you will recieve your custom package with your own webpage for your property(s), concierge signage and more. We recommend adding that you have a concierge service as one of the ammenities of your STR listing. Lastly, you will be given a link to share with your confirmed guests to browse our services before their arrival.

Question 4

Why should I choose Behind the Scenes Concierge for my STR?

Accepted Answer

A Behind the Scenes Concierge subscription provides added value for both you and your guests. As a subscriber, you'll gain:Exclusive services and benefits available only to subscribed STR partners.Additional marketing exposure to help promote your property and enhance your guests' experience.Provide an elevated guest experience, helping encourage 5-star reviews and repeat bookings.Only our subscribers have access to our concierge services. Our services are complete and seamless with your turn-over flow between guest stays.

Question 5

Who can benefit from a subscription with Behind the Scenes Concierge?

Accepted Answer

Owners, Hosts and Managers of Short Term Rentals in the 7-County Twin Cities region plus adjacent Western Wisconsin Counties. (Expansion expected in 2027 in more areas in Minnesota.) These Owners, Hosts and Managers have or look to upgrade to an elevated, luxury guest experience. These Owners, Hosts and Managers are also wanting to add concierge services without adding to the host or employee task list.

Question 6

Do you have pet services?

Accepted Answer

Pet EssentialsIf you're staying in a pet-friendly short-term rental, Behind the Scenes Concierge (BSC) can help ensure your furry companion has everything they need. We can procure and deliver pet essentials such as food, treats, toys, bedding, waste bags, and other requested supplies, so both you and your pet can enjoy a comfortable, stress-free stay.

Question 7

Do you offer 24-hour services?

Accepted Answer

At this time, we do not offer 24-hour services. However, we strive to accommodate our clients' needs whenever possible. We recommend scheduling services in advance so we can ensure timely and professional support. If you have a special request outside of our normal service hours, please contact us, and we'll do our best to assist.

Question 8

Will you deliver alcohol, fireworks, or controlled substances?

Accepted Answer

No. Behind the Scenes Concierge does not purchase, pick up, or deliver alcohol, fireworks, controlled substances, or any other regulated or illegal items. We are committed to operating safely and in compliance with all applicable laws and regulations.

Question 9

Do you have event tickets?

Accepted Answer

We do not sell event tickets directly. However, we work with trusted third-party vendors and may be able to assist you in obtaining tickets for select events. Availability varies, so please contact us with your request, and we'll be happy to see what options are available.

Question 10

How do you bill STR Owner, Hosts and Managers?

Accepted Answer

STR Owner, Hosts and Managers pay a subscription fee. We accept Visa, Mastercard, PayPal, and Apple Pay for your convenience. Secure payments are processed directly through our website, making it quick and easy to reserve your requested concierge services.

Question 11

How do you bill guests?

Accepted Answer

After your guest has selected their services from the offerings on your custom BSC webpage, they can click "Pay" in their shopping cart. They are able to choose to pay Visa, Mastercard, PayPal, and Apple Pay to complete the transaction. These secure payments are processed directly through the BSC website, making it quick and easy to reserve any requested concierge services.

Question 12

What are the steps involved for a guest to order grocery services?

Accepted Answer

1) The Guest visits property specific BSC website and select the store specific grocery retailer service (varies by location)2) The Guest purchases service and receives ordering instructions email from BSC3) The Guest makes their online "pickup" order at the specific retailer the Guest chose on BSC service in step 14) The Guest designates Behind the Scenes Concierge (BSC) as pickup party for time slot indicated in ordering instructions received in step 25) The Guest and/or Grocery retailer send us the confirmation information at hello@bsc-vip.com6) Host provides access instructions for entering property after cleaning service, but before Guest stay begins7) BSC picks up Guest's order and places everything inside the STR Kitchen/Fridge/Freezer before Guests arriveNote: special instructions need to be agreed upon ahead of time

Question 13

How do guests ship ahead items before their stay?

Accepted Answer

1) The Guest visits property specific BSC website and select the ship ahead service2) The Guest follows email instructions to ship their items to BSC business office address.3) BSC receives shipment and holds shipment until placement time window directly before Guest stay begins4) Host provides access instructions for entering property after cleaning service, but before Guest stay begins5) BSC places shipment as is securely inside the STR

Question 14

How do guests ship items home after stay?

Accepted Answer

To ensure your packages are received securely, we ask that you use our business office as the delivery address. We will safely receive your shipment and deliver it to your short-term rental shortly before your arrival.If you need to return an item during your stay, we're happy to assist. Simply provide the prepaid return shipping label or arrange payment with the shipping carrier, and we will transport your package to the appropriate shipping location for delivery.1) The Guest visits property specific BSC website and select the post stay specific method of shipping carrier and any added packing service required2) The Guest purchases service(s) and receives instructions email from BSC3) The Guest arranges payment with the shipping carrier4) Host provides access instructions for entering property promptly after Guest checks out5) BSC locates unsealed shipment (packing service if additionally contracted in step 1)6) BSC checks it in at shipping carrier  service center.

Question 15

What services do you offer for short-term rental owners?

Accepted Answer

We handle guest restocking, welcome baskets, grocery stocking, package receiving, and guest-ready setup.

A 5-Star Stay Starts Before Your Guests Arrive

What We Take Care Of

Fridge and Pantry Stocking

Package Placement

Luxury Feel

Frequently asked questions