Why Moxxi Treats HostAI Like a Team Member, Not Just a Tool

How a culture of knowledge sharing streamlines property management operations.

Moxxi, a leading hospitality and property management company, is redefining premium stays across Australia and Tasmania, with a growing presence in Launceston, Hobart, Devonport, St Helens, and Queensland. Known for its meticulous attention to detail and seamless guest experiences, Moxxi has rapidly expanded its portfolio, setting a new standard in the short-term rental industry. As they scaled, managing guest communications, team coordination, and operational knowledge became increasingly complex. To continue growing without compromising service, Moxxi needed a way to centralize their expertise and reduce the burden on their team—without losing the personal touch that sets them apart.

The Challenge

As Moxxi expanded, their internal knowledge was scattered—some in team members’ heads, some in documents, and some lost when employees left. “We've had information everywhere, but not centralized anywhere,” said Dan de Witte, Founder of Moxxi. This created inefficiencies, especially with virtual assistants (VAs) and new hires struggling to access the right information at the right time.

At the same time, Moxxi’s support team was stretched thin. Even with automation, their guest communication still required too much manual oversight. “We brought on VAs to cover guest comms, but they still messaged us constantly,” Dan shared. “We needed something that could actually take work off our plate.”

The Solution

Moxxi adopted HostAI to act as a single source of truth for their team and a first line of defense for guest communication.

A Knowledge-Driven AI – HostAI became more than just a chatbot—it became a proactive team member. “I tell my team: Don’t treat Max [Moxxi’s AI] as a chatbot. Treat him as part of the team,” Dan explained. “Give him the knowledge he needs so you don’t have to answer the same question ten times.”
70% of Guest Comms Automated – By pulling in the right knowledge instantly, HostAI reduced the team’s messaging workload by 70%, freeing them to focus on high-value tasks.
Cross-Team Knowledge Sharing – From property managers to maintenance workers, everyone at Moxxi contributes to HostAI’s knowledge base. “If you know something about a property, put it in. It saves so much time,” Dan said.
Smarter Decision-Making – HostAI’s ability to centralize and distribute knowledge made operations more efficient, reducing redundant questions and minimizing disruptions.

The Results

With HostAI, Moxxi transformed their approach to support and operations:

Faster Response Times: Guests get instant answers without waiting on a team member.
Better Team Efficiency: Staff spend less time answering repetitive questions and more time improving operations.
Seamless Scaling: New hires, VAs, and contractors onboard faster with centralized knowledge at their fingertips.
Improved Knowledge Retention: Institutional knowledge stays within the company, even when employees leave.

“Technology isn’t an enemy—it’s an enabler,” Dan emphasized. “HostAI lets us scale without adding unnecessary headcount. It’s part of our team now.”

As Moxxi continues to grow, their AI-powered knowledge base will remain a core pillar of their success, ensuring that every guest and team member has the right information at the right time.

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My team gives him the knowledge he needs so they don’t have to answer the same question ten times.