Assisting Guests in Locating a Property

Goal Statement:

To ensure guests can easily locate the property by providing clear, visual directions and parking information to minimize frustration and improve their arrival experience.

Click Here for Frequently Requested Directions

Instructions for Helping Guests Who Cannot Find a Property:

Step 1

Confirm the Guest's Current Location

- - Politely ask the guest where they are and what landmarks or details they see around them.
  - Verify they are using the correct address provided in their booking confirmation.

Step 2

Locate the Property on Google Maps

- - Open Google Maps and input the property address.
  - Identify the exact location and any nearby landmarks to provide context.

Step 3

Use Google Maps Street View

- - Access the Street View feature in Google Maps to get a ground-level view of the property and its surroundings.
  - Take note of key visual identifiers, such as the property entrance, signage, or distinctive features nearby.

Step 4

Capture and Edit Screenshots

- - Take a screenshot of the Google Maps Street View showing the property and surroundings.
  - Edit the screenshot using tools like Snipping Tool, Canva, or Markup to:
    1. Highlight the property entrance with arrows, circles, or boxes.
    2. Clearly mark parking areas or specific parking instructions (if applicable).
    3. Add labels or text if additional details are helpful (e.g., "Look for this blue door" or "Park here").

Step 5

Send the Screenshot and Instructions to the Guest

- - Use the guest’s preferred communication method (e.g., text message, email, or messaging app) to send the screenshot.
  - Accompany the image with clear, concise written instructions, such as:
    1. "This is what the property looks like. Look for the blue gate."
    2. "Parking is located on the left side of the driveway, as shown in the red circle."

Step 6

Confirm Guest's Arrival

- - Ask the guest to confirm they received the instructions and if they need further clarification to find the property.

Follow-Up Actions

Document the issue and resolution in on the property in Breezeway for future reference.
Share feedback with the team if recurring navigation issues are identified, so property descriptions or directions can be updated.

Notes/Tips

If Google Maps Street View is outdated or unavailable, describe the property and surroundings in detail and use any recent property photos for visual aids.
Avoid overwhelming guests with too many details; focus on the most critical identifiers.
Keep the tone positive and reassuring to reduce guest frustration.

Frequently Requested Directions

1432 Mesa

Use the screenshots to the right and inform that guest that they must go past the main entrance to find this property.

19550 Scottsdale

Tell the guest they must turn in from Thompson Peak Pkwy NOT Pima to access the property and send them this Google Maps link: maps.app.goo.gl/4Ccc7iW5EUhmme8y9