Guest Reported Issues

All guest-reported issues are important, and need to be documented, but there are different levels of urgency that we need to determine. The following information is intended to help you identify how to best help guests have a good experience in our homes

When a guest reports an issue in the homes, we need to determine the severity of the issue. We need to determine if it is EMERGENCY, Important, or FYI

EMERGENCY Issues
These issues can have a significant impact to the home or guest's safety, and need to be dealt with as quickly as possible. They include:

• Plumbing leaks (ie - water coming from anywhere it shouldn't be)

• Roof leaks

• Air conditioner not working (temps in home are above 80 degrees)

• Break-In/Security Issues

To handle an EMERGENCY ISSUES 

1. Thank the guest for letting us know

2. Ask the guest to provide additional details and pictures!

3. Let the guest know that the Service Manager will be notified immediately and message them shortly

4. Report the issue in Breezeway. Use the Inspection Template "Guest Reported Issue"

   1. Assign to appropriate property

   2. Change Task Detail to URGENT

   3. Modify the title to include who "reported issue (team or guest) - *description*"

      1. Example - "Guest Reported Issue - WATER LEAK - SMELLING GAS"

   4. In the Description:

      1. Summarize the issue that was reported

      2. Include the Guest's name and phone number 

   5. Attach pictures

   6. Assign to TODAY and the Manager on Duty as well as communications supervisor

5. If the issue is very urgent, please message in the what's app thread in "alterations and escalations"

Important to Guest Issues
Issues that are not EMERGENCY can be either Important or FYI, depending on how the guest acts. If the guest seems calm, like they may simply be letting us know about the issue, try sending the following message to help determine if we need to take urgent steps, or schedule the fix to happen after they leave:

"Thank you for letting us know! Would you like us to schedule this to be fixed during your stay?" If they want it fixed asap, or they start to get upset about the issue, it is an IMPORTANT Issue

IMPORTANT issues cause a significant inconvenience to the guest, or the guest is upset and wants the issue resolved quickly. These often include:

• Cleanliness or maintenance issues

• Major appliances not working

• Furnace not heating

• Pool/Spa heater not working, or pool not clean

• Nuisances around the home

• Non-functioning small appliances, TVs, or internet

To handle IMPORTANT Issues:

1. Confirm details and acknowledge guest concerns

   1. Thank the guest for letting us know

   2. Ask the guest to provide additional details and pictures

   3. Ask the guest if they would like us to resolve this during their stay, or if they would like it to be fixed after to minimize their disruption

      1. At this point the guest may request a refund instead of having the issue fixed. Thank them for letting us know, and ask if you can get back to them on the next business day

2. If they request a refund:

   2. 1. Thank them for letting us know, and ask if you can get back to them on the next business day

      2. Create a Breezeway Task and assign to the Communications Supervisor and assign to the next business day

      3. In the Description:

         1. Summarize the issue that was reported

         2. Include the Guest's name and reservation dates 

3. If the guest wants the issue resolved

   1. Report the issue in Breezeway. Use the Template "Guest Reported Issue"

      1. Assign to appropriate property

      2. Change Task Detail to HIGH

      3. Modify the title to include IMPORTANT - *description*

         1. Example - Guest Reported Issue - IMPORTANT - Oven Not Working

      4. In the Description:

         1. Summarize the issue that was reported

         2. Include the Guest's name and phone number 

      5. Attach pictures

      6. Assign to TODAY and the Service Manager

4. Text the Service Manager to know there is an IMPORTANT issue that needs quick attention and the guest is expecting them to reach out

"FYI Issues"
Many times a guest will notify us of an issue just to make us aware, especially so they don't get charged for the issue. These often include:

• Smaller maintenance issues (small hole in wall, scuffs on wall, cabinet door loose, etc)

• Cleanliness issues (including linens, etc)

• Supply issues

• Landscaping issues

To handle FYI Issues:

1. Confirm details and acknowledge guest concerns

   1. Thank the guest for letting us know

   2. Ask the guest to provide additional details and pictures

   3. Ask the guest if they would like us to resolve this during their stay, or if they would like it to be fixed after to minimize their disruption

      1. At this point the guest may say, "No, it's ok, I just wanted you to know"

         1. Thank them again for their feedback, and let them know you'll be following up with the service team/cleaners/vendors/etc

      2. The guest may request a refund 

         1. Thank them for letting us know, and ask if you can get back to them on the next business day

         2. Create a Breezeway Task and assign to the Communications Supervisor and assign to the next business day

         3. In the Description:

            1. Summarize the issue that was reported

            2. Include the Guest's name and reservation dates 

      3. If the guest wants the issue resolved - It becomes IMPORTANT - See process above

   4. Report the issue in Breezeway. Use the Template "Guest Reported Issue"

      1. Assign to appropriate property

      2. Change Task Detail to MEDIUM

      3. Modify the title to include  *description*

         1. Example - Guest Reported Issue - Dining Chair Legs are Loose

      4. In the Description, summarize the issue that was reported. 

      5. Attach pictures

      6. Assign to TODAY and the Service Manager

Guest Reported Issue - Breezeway Task Process

Step 1: Create a Task in Breezeway

• Title the task: “Guest Reported Issue”

• If a vendor is needed, update the title to “Vendor Scheduled - Guest Reported Issue”

Step 2: Categorize the Issue

Determine the severity of the issue and categorize it accordingly:

1. Emergency – Immediate safety, major leaks, fire hazards, power loss,

2. Important to Guest Issues – Impacts guest comfort (e.g., Wi-Fi down, broken appliance)

3. FYI Issues – Minor, non-urgent issues (e.g., scuffed wall, missing remote, low batteries)

Step 3: Assign Priority Level

Set the appropriate priority based on severity:

• Urgent – Life/safety concern, immediate guest impact

• High – Major guest comfort issue, but not an emergency

• Medium – Issue affects guest but does not require immediate response

• Low – Minor inconvenience, does not require urgent resolution

• Watch – Not an active issue but something to monitor (e.g., slow drain)

Step 4: Document Issue Details

Include the following in the task description:
✔ Detailed Description of the Problem
✔ Guest Name (who reported the issue)
✔ Date Reported
✔ Attach Images (if provided by guest or taken on-site)
✔ Tag the Supervisor on Duty in the task for awareness & oversight 

Step 5: Vendor Scheduling & Owner Approval

• If a vendor is required, update the title to “Vendor Scheduled - Guest Reported Issue”

• Attach Required Documents:
  ✅ Screenshot of Owner Approval (if required)
  ✅ Screenshot of Quote/Invoice (for record-keeping)

Step 6: Resolution & Task Closure

• Confirm Resolution – Ensure the issue is resolved before closing.

• Attach Documentation:
  ✅ Final resolution notes (what was done to fix the issue)
  ✅ Any additional photos (if applicable)
  ✅ Mark Task as Completed once all documentation is in place and issue has been resolved

Final Notes:

• Ensure all documentation is attached before closing the task.

• The Supervisor on Duty must be tagged to oversee progress and ensure timely resolution.