For boutique hotel and short-term rental hosts, what happens when two guest requests land at once?

A host running four short-term rentals told me the hardest part is never a single request. It is two arriving together, a guest texting about a broken lock at the same time a cleaner messages about a late checkout next door. One gets answered fast because it feels urgent, the other waits and quietly becomes a bad review three days later.

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For anyone running a boutique hotel, bed and breakfast, or a handful of short-term rentals, when two things need you at once, what actually decides which one gets answered first today?