Vacation Home Help

Guest Problem SOP & Decision Tree

Living document · Last updated April 2026

☛ Master Decision Tree Walker

Click through the 5 universal questions to land on the right next action.

Question 1 of 5
Is anyone unsafe?
Question 2 of 5
Can the guest access and use the property?
Question 3 of 5
Is this something promised in the listing?
Question 4 of 5
Can we fix it during the stay?
Question 5 of 5
Is the guest threatening a bad review, large refund, or platform case?
Recommended action

▲ Who do I escalate this to?

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$ Compensation Tier Lookup

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Pick a situation above for the tier and approver.

Purpose

This SOP gives the team a clear process for handling common Airbnb, VRBO, Booking.com, and direct-booking guest problems. The goal is to protect reviews, protect owner money, reduce John escalation, and create fast, professional guest resolutions.

Core Service Standard

Source of Truth — Property Information

When verifying ANY property information, follow this order strictly:

  1. Notion (Primary Source) — Always check Notion first for the most up-to-date SOPs, property details, notes, and instructions.
  2. JotForm (Onboarding Data) — If not found in Notion, check the original owner-submitted data in JotForm.
  3. Operations Group (Team Knowledge) — If still unclear, ask in the internal Operations Group for clarification.
  4. Owner (Last Resort) — Only ask the owner after the above steps are completed.
Exception Ask the owner FIRST only if you are 100% certain the information does not exist in Notion, JotForm, or internal team knowledge.

Goals

  • Reduce unnecessary owner interruptions
  • Maintain professionalism and efficiency
  • Ensure team operates from centralized systems instead of fragmented communication

Response standards

ChannelStandard
Guest response timeWithin 5 minutes whenever possible
Owner response timeWithin 10 minutes whenever possible
Phone callsAnswer live during shift; avoid voicemail
ToneCalm, friendly, accountable, solution-focused
Golden Rule Acknowledge first, investigate second, resolve third, document always.

01 Universal Guest Issue Triage

Step 1 — Acknowledge fast

Use this even before you know the answer.

Template Hi [Guest Name], thank you for letting us know. I'm sorry for the inconvenience. We're checking on this now and will work on the best solution for you as quickly as possible.

Step 2 — Classify the issue

Every guest issue falls into one of these categories:

Emergency / Safety Access / Lock / Gate / Code Internet / TV / Utility Cleaning / Laundry / Supplies Maintenance / HVAC / Plumbing / Electrical Pool / Spa / Grill / Outdoor Pests / Bugs / Wildlife Noise / HOA / Parking / Security Refund / Compensation Request Cancellation / Relocation Damage / Party / Rule Violation Review Risk / Escalation

Step 3 — Ask for evidence when needed

Ask for photos/videos only when helpful, not in a way that sounds like you doubt the guest.

Template Would you mind sending a quick photo or video so we can show the technician/cleaner exactly what's happening? That will help us get the right person and solution faster.

Step 4 — Decide urgency

Emergency / Same-Hour Response

  • No access to property
  • Active leak or flooding
  • No AC in severe heat
  • Electrical burning smell, sparks, exposed wire
  • No power to whole property
  • Security/safety concern
  • Lock failure
  • Major cleanliness failure before check-in
  • Guest cannot stay in property

Same-Day Response

  • Internet outage
  • Broken TV or appliance
  • Pool/spa not heating or dirty
  • Pest sighting inside
  • Plumbing issue that does not flood
  • Missing essential supplies
  • Gate/parking issue causing major inconvenience
  • Dirty area that needs re-clean

Next-Day / Scheduled Response

  • Minor maintenance
  • Cosmetic damage
  • Small missing non-essential item
  • Owner-requested repair that does not affect guest stay
  • Preventive maintenance

Step 5 — Document everything

Create or update the issue record with:

  • Property · Guest name · Platform · Reservation dates
  • Issue category · Time reported · Photos / videos
  • Team member assigned · Vendor / cleaner assigned
  • Owner notified or not
  • Resolution · Refund / credit offered · Final guest response

02 Escalation Rules

Escalate to Maria

  • Any cleaning issue
  • Cleaner missed item
  • Laundry / linen / towel problem
  • Trash left behind
  • Cleaner needs to return
  • Guest claims property was dirty
  • Cleaner payment or scheduling issue

Escalate to Rima / Angela

  • Guest messaging follow-up
  • Check-in / check-out instructions
  • Gate registration
  • Platform support contact
  • VRBO / Airbnb inbox
  • License / tax tasks if guest- or property-related

Escalate to John

Only escalate when:

  • Guest threatens bad review and asks for refund
  • Guest demands major refund over $100
  • Guest wants relocation
  • Owner is angry or threatening termination
  • Platform case / claim could cost money
  • Safety / legal issue
  • Cancellation penalty risk
  • Damage claim strategy needed
  • Media / legal / police issue

Escalate to Owner

Owner should be notified when:

  • Repair cost likely exceeds pre-approved amount
  • Guest requests refund over $100
  • Property may become uninhabitable
  • Damage occurred
  • Repeat issue affects reviews
  • Repair requires owner decision
  • Guest needs relocation
Important Owner does not need to be notified for every small issue if the team can solve it quickly.

03 Decision Tree — No Access / Wrong Code / Lock Issue

Symptoms

  • Guest says code does not work
  • Guest cannot find lockbox / keypad
  • Smart lock battery dead
  • Gate code works but door code does not
  • Guest arrived early and code not active yet

Decision Tree

  1. Is the guest at the correct address / unit?
    • If no: send exact address, building, floor, unit, and parking / gate instructions.
    • If yes: continue.
  2. Is it before official check-in time?
    • If yes: explain the code activates at check-in unless early check-in was approved.
    • If no: continue.
  3. Has guest typed code exactly, including symbols if required?
    • If no: resend code clearly.
    • If yes: continue.
  4. Can lock be remotely checked or reset?
    • If yes: reset code and test.
    • If no: continue.
  5. Is there backup access? (Lockbox · Spare key · Garage keypad · Owner / cleaner nearby · Maintenance runner)
  6. If guest is locked out more than 15 minutes: call guest, dispatch runner / maintenance, keep guest updated every 10–15 minutes.
Guest Script Hi [Guest Name], I'm sorry about the trouble getting in. We're checking the access now. Please confirm you are at [address/unit] and try code [code] one more time. If it still does not work, we'll move to the backup access option right away.

Compensation Guidance

  • Under 15 minutes: usually no compensation.
  • 15–45 minutes: apologize, consider small gesture if guest is upset.
  • Over 45 minutes or late-night lockout: escalate to John; possible partial refund or late checkout.

04 Decision Tree — Gate Access / HOA / Security ID Issue

Symptoms

  • Guest cannot enter resort / community
  • Security requires ID scan
  • Guest says gate denied access
  • Guest does not have driver info registered
  • Gate system not finding reservation

Decision Tree

  1. Was guest pre-registered? If no, collect required info immediately.
  2. Does community require driver name, phone, email, vehicle, license plate, or ID? Collect missing information and register.
  3. Is guest at correct gate? If no, send correct gate address.
  4. Is security enforcing strict ID scan? Explain this is community security policy, not host preference. Provide alternate entry instruction if available.
  5. If gate issue continues over 20 minutes: call gate / security, call guest, escalate to team member handling gate registrations.
Guest Script Hi [Guest Name], I'm sorry for the delay at the gate. Some communities require ID verification for every guest as part of their security policy. We're checking the registration now. Please send the driver's full name, phone number, email, vehicle make/model, and license plate so we can update the gate system if anything is missing.
Owner Script Hi [Owner Name], the guest had an issue at the gate because security is enforcing the community ID/registration process. We are assisting the guest now and will update the registration details to get them in as quickly as possible.

05 Decision Tree — Internet Outage / Wi-Fi Not Working

Symptoms

  • No internet
  • Wi-Fi name not showing
  • Router lights off
  • Fiber cable unplugged / damaged
  • Guest needs internet for work
  • Provider cannot come until tomorrow

Decision Tree

  1. Ask guest what they see — Are router/modem lights on? Is Wi-Fi network visible? Red, blinking, or no power? Has anything been unplugged?
  2. Basic reset. Ask guest to unplug modem/router from power for 60 seconds. Plug back in and wait 5 minutes.
  3. Is a fiber line involved? Tell guest not to force, bend, reconnect, or touch fiber line if unsure. Fiber is delicate and may require provider.
  4. Contact internet provider. Mark as urgent. Request same-day service. Get earliest appointment window.
  5. If provider cannot come same day and guest needs internet, options:
    • Offer alternate unit if available
    • Offer reasonable discount
    • Offer free additional night if occupancy allows and guest wants it
    • Suggest nearby workspace only as secondary help, not primary solution
Guest Script — Provider Coming Tomorrow Hi [Guest Name], we let the internet company know this is urgent since you have been without internet. We requested service for today, but the earliest appointment they have available is tomorrow between [time window]. I understand you need internet today. The only option I may have for today is moving you into another unit for the rest of the stay. If you can wait until tomorrow, I can offer a discount for the inconvenience, or if your travel plans allow, I can offer one additional night free.

Compensation Guidance

  • Temporary outage under 2 hours: usually no refund.
  • Same-day outage affecting work: small discount may be appropriate.
  • Overnight outage: partial refund / discount.
  • No internet for most of stay: escalate to John.

06 Decision Tree — TV / Streaming / Remote Issue

Symptoms

  • TV not turning on
  • No remote · Remote batteries dead
  • App login issue
  • Cable / streaming unavailable
  • TV physically broken

Decision Tree

  1. Is power working? Ask if TV light is on. Ask guest to check outlet / power strip.
  2. Remote issue? Send battery location if available. Dispatch batteries if needed.
  3. Input / source issue? Ask guest to press Input/Source and select HDMI/Smart TV.
  4. Streaming login issue? Clarify if listing promised cable / streaming accounts or only smart TV capability.
  5. TV is broken? Ask for photo / video. Try reset. If confirmed, arrange replacement / repair.
Guest Script — Replacement Scheduled Hi [Guest Name], thank you for being patient. We are going to replace the TV. It is scheduled to arrive [tomorrow/date]. If it arrives early, we'll let you know ahead of time so we can install it sooner. If it arrives later in the day, we'll schedule the installation for the following day. Is there anything else you'd like us to check while we are there replacing the TV?

Compensation Guidance

  • Bedroom TV issue only: usually no refund unless guest strongly impacted.
  • Main living room TV down multiple days: small discount may be appropriate.
  • Listing promised cable and unavailable: escalate.

07 Decision Tree — Exterior Outlet / Electrical Safety

Symptoms

  • Exterior outlets not working
  • Guest using outside outlets
  • Breaker trips
  • Sparks, burning smell, exposed wires

Decision Tree

  1. Is there a safety risk? Sparks, smoke, burning smell, exposed wire = emergency. Tell guest to stop using outlet immediately.
  2. Is house access needed? If exterior only, tell guest no house access is needed.
  3. Dispatch electrician / technician. Same day if safety-related. Scheduled if non-urgent.
Guest Script Hi [Guest Name], for safety, please do not use the exterior outlets right now. We are having a technician diagnose and repair them. No house access should be necessary because the technician will be checking the exterior outlets. Safety is our top priority, and we appreciate your understanding.

08 Decision Tree — AC / Heat Not Working

Symptoms

  • AC not cooling
  • Heat not working
  • Thermostat issue · System frozen
  • Guest changed thermostat settings
  • Filter clogged

Decision Tree

  1. Confirm temperature — current indoor temperature, thermostat set temperature, system set to cool / heat / auto.
  2. Check simple items: thermostat batteries, breaker, filter, doors / windows closed.
  3. Is AC completely out in hot weather? Same-day HVAC dispatch. Escalate if indoor temp is unsafe.
  4. Is system cooling slowly? Explain Florida heat and realistic cooling. Dispatch if not improving.
  5. If repair cannot happen same day: offer fans if available, escalate for relocation / discount.
Guest Script Hi [Guest Name], I'm sorry the AC is giving you trouble. Can you please send a photo of the thermostat showing the current temperature and setting? We'll check the basics first and, if it is not cooling properly, we'll dispatch an HVAC technician as quickly as possible.

Compensation Guidance

  • AC out in Florida heat = high review risk.
  • Same-day fix: small gesture only if major inconvenience.
  • Overnight without AC: escalate immediately.
  • Unsafe indoor temperature: relocation may be required.

09 Decision Tree — Plumbing / Leak / Toilet / Drain

Symptoms

  • Toilet clogged
  • Sink / tub not draining
  • Active leak · Water on floor
  • Water heater issue
  • Garbage disposal leak

Decision Tree

  1. Is water actively leaking? If yes: ask guest to stop using fixture. Locate shutoff if possible. Dispatch emergency plumber / maintenance.
  2. Is only one toilet clogged? Ask if plunger is available. If not resolved, dispatch.
  3. Is only one sink / tub slow? Same-day or next-day depending severity.
  4. Is whole house affected? Emergency. Escalate.
Guest Script — Leak Hi [Guest Name], I'm sorry about this. Please stop using that fixture for now. If you see a shutoff valve nearby and can safely turn it off, please do. We are dispatching help and will keep you updated.

Compensation Guidance

  • Minor clog fixed quickly: no refund.
  • Multiple bathrooms affected: possible discount.
  • Active leak or unusable bathroom: escalate.

10 Decision Tree — Cleaning Complaint

Symptoms

  • Guest says property is dirty
  • Hair, floors, bathroom, kitchen issue
  • Trash left behind
  • Used linens / towels · Bad smell
  • Pool / patio not clean

Decision Tree

  1. Apologize and ask for photos. Do not argue.
  2. Determine severity: small missed area · several missed areas · major cleanliness failure · property not guest-ready.
  3. Can cleaner return? If yes: offer re-clean ASAP. If no: offer alternative solution / credit.
  4. Notify Maria. Maria owns cleaning issues.
  5. Document for cleaner accountability. Attach photos and compare with cleaner turnover photos.
Guest Script Hi [Guest Name], I'm very sorry this was missed. That is not the standard we expect. Would you mind sending a few photos so I can show the cleaning team exactly what needs attention? We can have someone return to correct it as quickly as possible.

Compensation Guidance

  • Small missed item corrected quickly: no refund or small gesture.
  • Multiple issues: consider $25–$75.
  • Major failure / property not ready: escalate to John.
  • Guest refuses cleaner return but asks for refund: evaluate photos before offering money.

11 Decision Tree — Laundry / Linens / Towels / Comforters

Symptoms

  • Not enough towels
  • Dirty / stained linens
  • Comforter not washed
  • Guest expects all bedding washed every turn
  • Too much laundry for turnover window
Policy Vacation rentals are self-catering accommodations. Standard turnover includes making beds with clean sheets and providing clean towels. Comforters / duvets are washed on a rotation or when visibly soiled, unless the property has specific laundry service that includes every comforter every stay.

Decision Tree

  1. Is item dirty or stained? Send replacement if available. Remove from inventory if damaged.
  2. Is guest requesting extra towels / supplies? Provide if owner stocks extras. If excessive, clarify limits.
  3. Is this a laundry capacity issue? Notify Maria. Consider offsite laundry charge for future.
Guest Script Hi [Guest Name], I'm sorry about that. We'll work on getting replacement linens/towels to you as quickly as possible. Thank you for letting us know so we can correct it.

12 Decision Tree — Missing Supplies / Starter Supplies

Symptoms

  • Guest says no toilet paper, paper towels, soap, trash bags
  • Guest expects full stay supplies
  • Cleaner forgot starter supplies
Standard Policy Vacation homes are self-catering. We provide starter supplies, not unlimited supplies for the entire stay, unless otherwise stated.

Typical starter supplies: 1 toilet paper roll per bathroom · 1 kitchen paper towel roll · trash bags · basic soap / dish items when owner stocks them.

Decision Tree

  1. Were starter supplies missing? If yes: deliver or reimburse reasonable amount.
  2. Did guest use starter supplies and want more? Politely explain self-catering model.
  3. Is guest staying long-term? Clarify guests are responsible for replenishment after starter supply.
Guest Script — Starter Supplies Missing Hi [Guest Name], I'm sorry those were missed. We provide starter supplies for the home, and it sounds like the initial setup was not complete. We'll work on getting those items to you.
Guest Script — More Supplies Requested Hi [Guest Name], this home is set up as a self-catering vacation rental. We provide starter supplies to get your stay started, but guests are responsible for replenishing items during the stay as needed.

13 Decision Tree — Trash Problem

Symptoms

  • Trash left from previous guest
  • Guest has excess trash
  • HOA trash violation
  • Trash not picked up
  • Guest asks team to remove trash

Decision Tree

  1. Was trash left before guest arrival? Apologize. Arrange removal. Notify Maria.
  2. Is trash from current guest? Send trash instructions. Explain removal may be an extra charge.
  3. Is HOA issuing violation? Address same day. Document photos.
Guest Script Hi [Guest Name], I'm sorry about the trash issue. We're checking the pickup/removal options now and will help get this corrected. Please send a photo and let us know where the trash is located.

Charge Guidance

  • Previous-guest trash: owner / cleaning issue, no guest charge.
  • Current-guest excessive trash: possible $125–$150 removal charge depending on market and volume.

14 Decision Tree — Pool / Spa Heat Complaint

Symptoms

  • Pool / spa not warm
  • Guest paid for heat
  • Cold snap · Electric heater slow
  • Spa not reaching hot tub temperature
  • Pool heat lid / cover not used

Decision Tree

  1. Was pool heat paid for and activated? If no: explain and offer activation if available. If yes: continue.
  2. What is weather temperature? Cold weather affects heating speed.
  3. Is equipment running? Ask for photo of control panel if safe. Contact pool vendor.
  4. Is guest expecting hot tub temperature from spa? Clarify property-specific limits.
  5. If pool heat failed: refund pool heat days not working. Escalate if guest demands more.
Guest Script Hi [Guest Name], we're checking the pool heat now. Pool heaters, especially electric heaters, can take time to warm the water and may heat more slowly during colder weather. We'll verify that the system is on and working properly and will update you as soon as possible.

Compensation Guidance

  • Refund unused pool heat days if heat did not work.
  • Do not refund entire stay for pool heat issue unless major listing misrepresentation.

15 Decision Tree — Pool Dirty / Patio Dirty

Symptoms

  • Leaves / debris in pool
  • Pool cloudy / green
  • Patio dirty
  • Wind / weather debris
  • Pool vendor delayed

Decision Tree

  1. Is this weather debris or maintenance failure? Ask for photos.
  2. Is pool safe to swim? If unclear, contact pool vendor.
  3. Can pool vendor come same day? Dispatch if possible.
  4. If storm / wind caused debris: explain but still assist.
Guest Script Hi [Guest Name], I'm sorry the pool/patio is not in the condition expected. Please send a quick photo so we can show the pool team exactly what needs attention. We'll work on getting this corrected as quickly as possible.

16 Decision Tree — Grill / Propane / Grill Cleanliness

Policy Grills are commonly self-service unless the listing states otherwise. Guests are responsible for cleaning the grill after use and refilling propane if needed, unless a separate grill service is included.

Symptoms

  • Grill dirty
  • No propane · Grill not working
  • Guest wants grill fee refunded

Decision Tree

  1. Was grill advertised as included and working? If yes, verify condition.
  2. Is there a third-party grill vendor? Contact vendor. Confirm delivery / function.
  3. Is issue propane only? Explain propane policy. Offer reimbursement only if owner policy allows.
  4. Is grill actually broken? Dispatch vendor / maintenance.
Guest Script Hi [Guest Name], I'm sorry for the inconvenience with the grill. We're checking the details now. In most vacation homes, grills are self-service, and guests are responsible for cleaning after use and propane refills unless otherwise stated. If there is a mechanical issue, we'll work on getting it addressed.
Dispute Protection If guest threatens bad review for refund, document exact message / call notes and escalate to John.

17 Decision Tree — Pest / Bugs / Gnats / Roaches / Ants

Symptoms

  • Guest sees bugs inside
  • Gnats near sink / trash
  • Ants in kitchen
  • Palmetto bug / roach complaint
  • Guest wants refund

Decision Tree

  1. Ask for photos / video.
  2. Determine severity: single Florida bug · ants/gnats localized · multiple bugs / infestation · bed bugs suspected.
  3. Dispatch pest control. Same day if possible. Next day if not urgent and minor.
  4. Provide practical steps: keep food sealed, remove trash, avoid leaving doors open.
  5. Bed bug claim? Escalate immediately. Do not admit fault. Get licensed inspection.
Guest Script Hi [Guest Name], I'm sorry you saw pests in the home. Florida does have more pest activity than many areas, but we still want the home comfortable for you. Please send a photo/video if possible so we can identify the issue and send the right pest control treatment.

Compensation Guidance

  • Single bug: usually no refund.
  • Gnats / ants corrected quickly: possible small gesture if guest upset.
  • Larger pest issue: escalate.
  • Common goodwill: $50 + one-hour late checkout when justified and review risk is high.

18 Decision Tree — Noise Complaint / Neighbor / Party Nearby

Symptoms

  • Guest reports loud neighbors
  • HOA quiet hours issue
  • Party nearby
  • Guest feels unsafe

Decision Tree

  1. Is it inside our property or outside property? Inside our property = our responsibility. Neighbor / community = assist but explain limitations.
  2. Is safety at risk? If yes, suggest contacting security / police if immediate. Also contact HOA / security.
  3. Quiet hours? Send community quiet-hour rules.
Guest Script Hi [Guest Name], I'm sorry about the noise. We'll do what we can to help. If it is coming from another property or common area, we may need to involve community security or the HOA, but we'll assist with the best contact and next steps.

19 Decision Tree — Parking Problem / Towing Risk

Symptoms

  • Not enough parking
  • Guest parked in wrong place
  • HOA warning
  • Car towed
  • Guest asks where to park extra vehicles

Decision Tree

  1. Send exact parking rules.
  2. Confirm number of cars.
  3. Check if registration / pass is required.
  4. If towing risk exists: warn guest clearly, document message.
Guest Script Hi [Guest Name], please make sure vehicles are parked only in approved spaces and that any required parking passes are displayed. The community can tow vehicles that are parked incorrectly, so we want to help avoid any issues.

20 Decision Tree — Early Check-In / Late Checkout

Policy Early check-in and late checkout depend on housekeeping schedule and same-day reservations. They are never guaranteed unless approved in writing.

Decision Tree

  1. Check calendar — is there same-day checkout / check-in?
  2. Check cleaning status — ask Maria / cleaner.
  3. Approve, deny, or offer paid option.

Pricing Examples

OptionFee
11am late checkout$65
3pm early check-in$75
2pm early check-in$95
Guest Script — Approved With Fee Hi [Guest Name], we can offer [early check-in/late checkout] at [time] for [$amount], based on the housekeeping schedule. Please confirm if you'd like to add that.
Guest Script — Not Available Hi [Guest Name], I'm sorry, but we are not able to offer [early check-in/late checkout] because we have another reservation and need the full turnover time to prepare the home properly.

21 Decision Tree — Guest Wants Refund / Discount

Decision Tree

  1. Did we fail to provide something promised? Yes: consider refund / credit. No: explain policy politely.
  2. Was the issue resolved quickly? Yes: small or no compensation. No: consider fair discount.
  3. Did guest allow us to fix it? If no, compensation should be limited.
  4. Is guest threatening review? Do not negotiate under threat. Escalate to John.

Refund Approval Levels

AmountApprover
$0–$50Team lead may recommend; document reason
$51–$100Manager approval
Over $100John approval
Any full-night refundJohn approval
Any relocationJohn approval
Guest Script — Small Gesture Hi [Guest Name], I'm sorry again for the inconvenience. We appreciate your patience while we worked to resolve it. As a gesture, we can offer [$amount/late checkout/etc.] for the inconvenience.
Guest Script — Denying Refund Politely Hi [Guest Name], I understand your concern. Based on what happened and the steps we took to resolve it, we're not able to offer a refund for this issue. We do appreciate you letting us know and giving us the opportunity to assist.

22 Decision Tree — Guest Threatens Bad Review

Symptoms

  • "I'll leave a bad review unless…"
  • "Give me a refund and I'll leave 5 stars"
  • "If you don't refund, I'm reporting you"

Decision Tree

  1. Stop negotiating directly.
  2. Keep tone calm.
  3. Move conversation to platform when possible.
  4. Document threat. Screenshot platform messages. If by phone, write call notes immediately.
  5. Escalate to John.
Guest Script Hi [Guest Name], we want to resolve any legitimate concern fairly and professionally. Refunds or compensation are reviewed based on the issue and what we were able to do to correct it. We're happy to continue helping through the platform messages so everything is documented clearly.

23 Decision Tree — Guest Party / Unauthorized Guests / Smoking / Rule Violation

Symptoms

  • Cleaner finds beer bottles, cigarettes, excessive mess
  • Neighbors report party
  • Cameras show extra guests
  • Smoking smell
  • Damaged linens / furniture / walls

Decision Tree

  1. Gather evidence: photos / videos, cleaner report, neighbor report, platform messages, before/after photos.
  2. Determine if guest is still in house. If yes and active party / safety issue: escalate immediately.
  3. Send warning if in-stay. Keep platform-safe.
  4. After checkout, build claim: smoking remediation, deep clean, trash removal, damaged linens, repairs, upholstery cleaning.
  5. Leave factual review.
In-Stay Guest Warning Hi [Guest Name], we received a report of activity that may violate the house rules, including [noise/unauthorized guests/smoking]. Please make sure all house rules are followed immediately. Parties, smoking, and unauthorized guests are not allowed. Failure to follow the rules may result in additional charges or cancellation of the reservation.
Public Review Template [Guest Name] was pleasant to communicate with, but after checkout it was clear the property was not left in acceptable condition. There were signs of a party, including bottles, cigarettes, property damage, damaged linens, and areas requiring deep cleaning and repair. Based on our experience, we would not recommend hosting this guest.
Private Note Template Hi [Guest Name], we were disappointed with the condition of the home after checkout. The property required extra cleaning and repairs due to the condition it was left in. Please be more respectful of future homes and house rules when staying with other hosts.

24 Decision Tree — Damage Claim / AirCover / VRBO Claim

Decision Tree

  1. Collect evidence immediately: before photos, after photos, cleaner statement, repair invoice / estimate, guest messages, time / date of discovery.
  2. Determine claim category: damage · missing item · smoking · unauthorized guests · extra cleaning · trash removal.
  3. Check platform deadline. Do not delay.
  4. Ask for review first if guest likely positive and platform strategy allows. Escalate to John before claim when review risk exists.
  5. Submit claim with professional language. No emotion. Attach evidence.

Common Claim Pricing Examples

ItemTypical Charge
Smoking remediation~$225
Unauthorized guests (if rules support it)~$200
Upholstery cleaning$145–$195
Pool table felt replacement~$250
Missing king sheet set~$25
Missing queen sheet set~$23
Extra trash removal$125–$150+
Deep cleaningSeverity-based
Drywall patch / paint~$175+

25 Decision Tree — Property Unavailable / Double Booked / Renovation / Owner Sale

Symptoms

  • Property management system error
  • Double booking
  • Owner renovation / sale
  • Property not available in future

Decision Tree

  1. Confirm if property is truly unavailable.
  2. Check alternative properties.
  3. Contact guest quickly. Apologize. Explain clearly. Offer full refund or alternate property if possible.
  4. Platform strategy matters. Avoid host cancellation penalties if possible. Ask guest to cancel only when platform-appropriate and with full refund assurance. Escalate to John.
Guest Script — Booking Error Hi [Guest Name], I'm very sorry, but the property is unavailable because it was already booked due to a property management system error. We want to make sure you receive a full refund and have time to rebook. Would you be able to cancel the reservation on your end so we can process the full refund for you right away?
Guest Script — Renovation / Sale Hi [Guest Name], I'm very sorry, but we just found out the owner is moving forward with a renovation and potential sale, so the property will not be available for your dates. We want to make sure you receive a full refund and have enough time to rebook. Would you be able to cancel on your end so we can process the full refund for you immediately?

26 Decision Tree — Guest Requests Cancellation / Wants Exception

Decision Tree

  1. Check cancellation policy: Airbnb, VRBO, Booking.com, direct booking.
  2. Is reason covered by policy / platform? If no, policy applies.
  3. Can dates be rebooked? If yes, consider refunding rebooked amount after replacement booking.
  4. Is guest asking for exception due to emergency? Escalate if large refund.
Guest Script — Uphold Policy Hi [Guest Name], I'm sorry your plans changed. At this point, the reservation follows the cancellation policy agreed to at booking. If the dates are rebooked, we can review whether any additional refund is possible based on the replacement booking.

27 Decision Tree — Guest Complains About Cameras / Privacy

Symptoms

  • Guest sees alarm panel showing old footage
  • Guest believes there are interior cameras
  • Guest reports safety / privacy concern

Decision Tree

  1. Do not dismiss concern.
  2. Clarify actual camera setup: exterior Ring doorbell only if applicable; no interior cameras; alarm panel may display old / pre-purchase footage if that is the case.
  3. Offer to verify.
  4. Escalate if guest reports to platform.
Guest Script Hi [Guest Name], I completely understand your concern and want to reassure you. There are no interior cameras in the home. The only active camera is the exterior Ring doorbell, which is outside for security. The panel you saw may display old/pre-existing system footage, but it is not an active interior camera monitoring guests.

28 Decision Tree — Guest Says Area Feels Unsafe / Wants to Leave

Decision Tree

  1. Ask what specifically happened.
  2. Determine if there is an actual safety event. Crime, threat, harassment, police issue = escalate. General discomfort = respond empathetically but do not admit fault.
  3. Direct guest to emergency services if immediate safety concern.
  4. Review cancellation / refund policy.
Guest Script Hi [Guest Name], I'm sorry you're feeling uncomfortable. Can you let us know exactly what happened so we can understand and assist properly? If there is an immediate safety concern, please contact local emergency services right away, and we'll also help however we can from our side.

29 Decision Tree — Guest Requests Maintenance During Stay

Decision Tree

  1. Identify issue and urgency.
  2. Ask if technician may enter. If exterior only, say no house access needed.
  3. Schedule vendor.
  4. Notify guest with window.
  5. Follow up after completion.
Guest Script Hi [Guest Name], thank you for letting us know. We're scheduling a technician to check this. The estimated window is [time]. Please let us know if there are any access concerns. We'll follow up once the technician has completed the visit.

30 Decision Tree — Guest Reports Missing Item / Amenity Not as Listed

Symptoms

  • No coffee maker
  • Missing hair dryer
  • Missing crib / high chair
  • Missing pool towels
  • Amenity listed but not present

Decision Tree

  1. Check listing. Was amenity promised? If yes: provide replacement ASAP or compensate. If no: explain politely.
  2. Is item essential? Coffee maker, hair dryer, towels = same-day if possible. Specialty item = schedule.
Guest Script Hi [Guest Name], thank you for letting us know. We're checking the listing and inventory now. If this item should be included, we'll work on getting it to you as quickly as possible.

31 Decision Tree — Appliance Not Working

Symptoms

  • Dishwasher broken
  • Washer / dryer not working
  • Refrigerator issue
  • Stove / oven issue
  • Microwave issue

Decision Tree

  1. Ask for photo / video and error code.
  2. Check power / breaker / simple reset.
  3. Is appliance essential to stay? Refrigerator / stove / washer for long stay = high priority. Dishwasher / microwave = same-day / next-day depending severity.
  4. Dispatch appliance tech.
  5. If repair delayed, offer workaround.
Guest Script Hi [Guest Name], I'm sorry the appliance is giving you trouble. Please send a quick photo/video or any error code showing on the appliance. We'll check if there is a simple reset and then schedule a technician if needed.

32 Decision Tree — Guest Wants Owner / Manager Phone Call

Decision Tree

  1. Can team solve by message? If yes, keep in platform messages.
  2. Is guest upset or issue urgent? Call guest.
  3. Does guest ask for John? Try to resolve first. Escalate only if major refund, relocation, legal / safety, or review threat.
Phone Script Opening Hi [Guest Name], this is [Name] with Vacation Home Help. I'm calling about the issue you reported at the property. I'm sorry for the inconvenience, and I want to understand exactly what's going on so we can help resolve it.

33 Decision Tree — Platform Support Needed

Use Airbnb / VRBO Support When

  • Reservation needs cancellation assistance
  • Guest claim / dispute escalates
  • Review extortion needs documentation
  • Guest violates rules and may need removal
  • Platform payout / refund issue
  • Listing / address / search issue
  • Safety complaint

SOP

  1. Gather reservation details.
  2. Gather screenshots / evidence.
  3. Call or message platform support.
  4. Document case number.
  5. Summarize what support said.
  6. Follow up until resolved.
Internal Note Template Platform: Airbnb / VRBO
Reservation: [Name / dates / property]
Issue: [summary]
Support contacted: [date / time]
Case number: [number]
Support response: [summary]
Next action: [owner / team / platform]

34 Guest Follow-Up After Resolution

Always follow up after the issue is resolved.

Template Hi [Guest Name], I just wanted to follow up and make sure everything is working properly now. Thank you again for your patience while we got this handled.
If Guest Responds Positively Great, thank you for confirming. We really appreciate your patience and hope you enjoy the rest of your stay.
If Guest Is Still Upset I'm sorry this has still been frustrating. We'll review what else can be done and get back to you shortly.

35 Review Protection SOP

During Stay

  • Respond fast.
  • Show empathy.
  • Offer practical solution first.
  • Avoid arguing.
  • Keep important details on platform.
  • Give updates before guest asks again.

After Issue Is Fixed

Ask satisfaction question:

Hi [Guest Name], I wanted to make sure everything was resolved to your satisfaction. Is there anything else you need from us before checkout?

Before Review Request

Only request review if guest seems satisfied.

36 Team Shift Ownership

Phone / Guest Coverage

PersonHours
Rima8am – 5pm
Maria5pm – 7pm
Angela7pm – 7am

Cleaning Issues

Maria owns all cleaning matters.

Guest Messaging

Rima / Angela / Cynthia depending on shift.

Billing / Client Follow-Up

Angela can be trained to bill and follow up through FluidPay.

Pricing / Owner Pricing Conversations

John handles for now, then trains designated person.

37 Universal Internal Issue Note Format

Use this format every time:

Property:
Guest:
Platform:
Dates:
Issue:
Reported time:
Severity: Emergency / Same-Day / Scheduled
Photos / videos received: Yes / No
Assigned to:
Owner notified: Yes / No
Vendor / cleaner dispatched:
Resolution:
Compensation:
Final guest status: Happy / Neutral / Upset / Review Risk
Next follow-up:

38 Fast Compensation Guide

Usually No Refund

  • Small issue fixed quickly
  • Guest did not allow access to fix
  • Single bug in Florida
  • Temporary Wi-Fi reset issue
  • Guest misunderstanding self-catering supplies
  • Weather-related pool debris fixed quickly

Small Gesture — $25–$50

  • Minor inconvenience but guest is reasonable
  • Small cleaning miss corrected
  • Pest control needed for minor issue
  • Delayed maintenance but not major
  • Review risk is moderate

Medium Gesture — $50–$100

  • Internet out overnight
  • Several cleaning misses
  • Main TV broken multiple days
  • Pool heat paid and failed for part of stay
  • Maintenance disrupted stay

Major — Review / Owner Approval Needed

  • AC out overnight
  • No access for long period
  • Property not clean or not ready at check-in
  • Major amenity unavailable
  • Guest relocation
  • Safety concern
  • Refund over $100

39 Master Decision Tree Summary

The interactive walker at the top of this page is the live version of the tree below. Use this static summary for printing or quick reference.

First Question — Is anyone unsafe?

  • Yes → Emergency response, call vendor / security / emergency services, escalate.
  • No → Continue.

Second Question — Can the guest access and use the property?

  • No → Same-hour resolution or relocation discussion.
  • Yes → Continue.

Third Question — Is this something promised in the listing?

  • Yes → Fix quickly or compensate fairly.
  • No → Explain policy politely.

Fourth Question — Can we fix it during the stay?

  • Yes → Dispatch and follow up.
  • No → Consider refund / credit and escalate.

Fifth Question — Is the guest threatening a bad review, refund demand, or platform case?

  • Yes → Document and escalate to John.
  • No → Resolve through normal SOP.

40 What Good Looks Like

A well-handled issue should have:

  • Fast first response
  • Clear ownership
  • Photos / evidence when needed
  • Vendor / cleaner dispatched when appropriate
  • Guest updated before they ask again
  • Owner notified only when necessary
  • Issue documented
  • Review risk assessed
  • Compensation approved correctly
  • Final follow-up sent
Remember The goal is not to avoid every problem. The goal is to make guests feel taken care of, protect the owner, and prevent small issues from becoming bad reviews or platform disputes.

41 Contractor Sourcing & Referral Guide

How to identify, verify, and recommend high-quality contractors when an owner needs plumbing, HVAC, electrical, handyman, pool, or other service work. Goal: protect the owner, protect VHH's reputation, deliver fast service.

Step 1 — Check our network first

Before searching, see if we already have a trusted vendor. Look in: Vendor List · WhatsApp team chat · property folder vendor contacts · Co-Hosting Chat. If we already have one, use them.

Ask the team Does anyone have a trusted plumber in [city] for a possible referral?

Step 2 — Search local platforms

Google Maps Thumbtack Angi Yelp Facebook local groups

Example search: "Plumber near [city, state]"

Step 3 — Apply the quality bar

Must haveReject if
4.5+ star rating
25+ reviews
Active phone number
Professional website / profile		 Poor-communication reviews
Pricing-scam complaints
No-show complaints

Step 4 — Read 5–10 recent reviews

Look for: professional · on time · fair pricing · good communication · clean work.

Disqualify on: no-shows · overcharging · poor workmanship · damage to property.

Step 5 — Confirm services offered

Verify the contractor actually offers what's needed.

TradeCommon services to confirm
PlumberDrain unclogging · pipe leaks · water heater · toilet repair
HVACAC repair · install · thermostat · maintenance
Appliance repairRefrigerator · washer / dryer · dishwasher · stove / oven · microwave

Step 6 — Contact before referring

Call or message. Confirm:

  • Available for service in [city]?
  • Service-call fee?
  • Typical response time?
  • Licensed and insured?
Outreach Script Hi, we manage vacation rental properties in the area and sometimes need reliable contractors for our owners. Are you available for [plumbing] service calls in [city]?

Step 7 — Confirm response speed

Vacation rentals need fast vendors. Keep: same-day reply · answers phone or returns call quickly · willing to handle urgent issues. Drop: doesn't answer calls · takes days to respond.

Step 8 — Create the vendor record

Add good contractors to the Vendor List. Capture: Name · Service · Coverage area · Phone · Website · Rating · Notes.

Example record ABC Plumbing · Plumbing · Jacksonville FL · 904-555-1234 · 4.8★ (87 reviews)

Step 9 — Send the referral to the owner

Owner Message Hi [Owner Name],

Here are a few [plumbers] in your area with strong reviews:

ABC Plumbing — ★ 4.8 (87 reviews) — 904-555-1234
Coastal Plumbing Services — ★ 4.7 (52 reviews) — 904-555-4567

You can contact them directly to schedule. Let us know if you need help coordinating.

Best,
Vacation Home Help Team

Step 10 — Loop back after the job

Ask the owner: "Was the contractor good? Would you recommend them again?" If yes, promote to the Trusted Vendor List.

Categories we keep on hand

Plumber HVAC Electrician Handyman Pool tech Pest control Appliance repair Locksmith Cleaning Lawn

Boundaries

We do NOT Guarantee contractor work · manage contractor payments · accept liability for vendor work.
We DO Recommend reliable professionals · help owners find solutions quickly · maintain a strong vendor network.
Why this matters Fast problem resolution → high-quality contractors → happy owners → 5-star guest experiences.

Printable Flowchart

Static visual of the master decision tree — print this or post it at workstations.

flowchart TD
  Start([Guest reports issue]) --> Q1{Is anyone unsafe?}
  Q1 -- Yes --> Emerg[/EMERGENCY
Call vendor / security / 911
Escalate to John/]
  Q1 -- No --> Q2{Can the guest access
and use the property?}
  Q2 -- No --> SameHour[/Same-hour resolution
or relocation discussion/]
  Q2 -- Yes --> Q3{Is this promised
in the listing?}
  Q3 -- Yes --> Q4{Can we fix it
during the stay?}
  Q3 -- No --> Explain[/Explain policy politely
Self-catering / not promised/]
  Q4 -- Yes --> Dispatch[/Dispatch vendor
Update guest
Follow up after fix/]
  Q4 -- No --> Q5{Threatening bad review,
large refund, or
platform case?}
  Q5 -- No --> Refund[/Consider refund or credit
Document everything/]
  Q5 -- Yes --> EscJohn[/Stop negotiating
Document threat
Escalate to John/]
  Dispatch --> Q5
  Refund --> Done([Resolution + Follow-up])
  EscJohn --> Done
  SameHour --> Done
  Explain --> Done
  Emerg --> Done

  classDef emergency fill:#FEE5EC,stroke:#f91b58,color:#1a202c,stroke-width:2px
  classDef ok fill:#E5E8F1,stroke:#263a8a,color:#1a202c
  classDef end1 fill:#263a8a,stroke:#263a8a,color:#fff
  class Emerg,EscJohn emergency
  class Dispatch,Refund,Explain,SameHour ok
  class Done,Start end1