New Reservation Process

When: By 5pm each day, all new reservations must be reviewed. Reservations made after 5pm will be reviewed the next morning

Objective: Ensure all guest communications for new reservations are thoroughly reviewed, requests addressed, and potential policy violations identified and communicated to maintain smooth operations and compliance with property rules.

1. Review Reservation in Booking Site and Guest Messages

Look at the Reservation Details for each new reservation
1. AirBNB Reservations NEEDS TO BE OPENED IN AIRBNB
  1. Pets included on reservation requests will NOT show in Guesty
2. VRBO can be viewed in Guesty
  1. Pet info will show in Guesty on the reservation

Airbnb Example:

Read through all previous guest messages in the reservation system and look at all reservation details
Purpose: Understand guest needs, identify any unanswered questions, and ensure any requests have been properly acknowledged.
If a guest says they are booking for someone else:
1. Message the guest, "If you are booking this for someone else, we need you to add them to the reservation"
2. Add task to Breezeway to check if the reservation gets updated in 24 hours

2. Check Guest Profile

Click on guest's profile
Look at their reviews
If there are red flags in reviews, such as they threw a party, booked a previous home for someone else, left a big mess, etc
1. Tell the person "Based on your previous reviews, we are not comfortable having you stay at one of our homes."
2. Report to AirBNB Support immediately
3. JON NEEDS TO VERIFY THESE ACTION STEPS

In message, if they say they are arriving before 4pm check-in:

Respond, "Thank you for letting us know you are planning to arrive early. Our check-in time is 4pm. We may be able to accommodate an earlier check-in, but we won't know until 2 days before your arrival. If you can reach out then, we can let you know. When possible, we can do a courtesy 2pm arrival, or as early as 11am for $50"

3. Check for Unanswered Questions

Task: Look for any questions the guest has asked that may not have been answered yet.

Action: Ensure each query receives a response in line with company policies and property rules.

4. Identify Additional Requests

Task: Look for any special requests that require sending an alteration to the booking (e.g., fees or services that must be added).
Common Requests Include:
1. Pet fees
2. Pool/spa heating requests
3. Baby furniture (cribs, high chairs, etc.)
Guests may request through messages OR in their reservation details
1. VRBO Pet example

5. Identify Policy Violations or Restricted Requests

Task: Look for any requests or questions that violate STRM policies or property-specific house rules.
Common Violations Include:
1. Unauthorized pets (especially cats)
2. "Gatherings" or parties (e.g., baby showers, birthdays, bachelor/bachelorette parties)

6. Respond to Policy Violations

Task: Notify the guest immediately if their request is against the property’s rules.
Action Steps:

1. Politely inform the guest that the specific request is not allowed at the property.
Example Message:
1. "We want to ensure you have a great stay, but please note that [specific request] is not permitted at this property. To avoid any issues or potential fees, we encourage you to consider canceling your reservation as soon as possible."
2. Offer the option to cancel their reservation without penalty if they cannot comply with the house rules.

Purpose: Avoid last-minute cancellations or conflicts, while ensuring guests are fully aware of house rules before

7. Send Alteration Requests

Action Steps:

1. Confirm the details of the request with the guest if needed.
2. Update the reservation with the additional charge or request.
3. Send a confirmation of the alteration to the guest and ensure they are aware of the updated total amount.

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