Relocation Process

🏡 SOP: Guest Relocation Process

🔹 Step 1: Identify Issue & Escalate
When a relocation situation arises (owner stay conflict, maintenance emergency, double booking, etc.):

• Comms Agent opens the reservation in Guesty Calendar.
  
  

• Immediately escalate the case to:
  
  

  • Comms Supervisor → reviews guest communication approach.
    
    

  • Accounting → reviews financial impact (rate differences, refund/credit).
    
    

• Supervisor + Accounting determine the severity of the issue and approve whether relocation is required or if another solution is possible.
  
  

🔹 Step 2: Find Availability
If relocation is approved:

• Navigate to Guesty Calendar → click “Find Availability.”
  
  

• Filter for suitable properties that meet:
  
  

  • Same check-in and check-out dates
    
    

  • Close proximity to the original property
    
    

  • Within the guest’s original budget (unless accounting approves an adjustment)
    
    

  • Similar or better amenities (if possible)
    
    

🔹 Step 3: Review Options

• Confirm availability at 1–2 suitable properties.
  
  

• Take note of:
  
  

  • Nightly rate
    
    

  • Location
    
    

  • Bed count / guest capacity
    
    

  • Notable differences (e.g., “no pool,” “includes upgraded amenities,” etc.)
    
    

• Share findings with Supervisor + Accounting for approval before contacting guest.
  
  

🔹 Step 4: Communicate With Guest

• Supervisor or Comms Agent (with supervisor approval) contacts the guest through their booking platform (Airbnb, VRBO, STRM, Booking.com, etc.).
  
  

• Provide 1–2 approved options.
  
  

• Example Messages:
  
  

  • Hi [Guest Name],
    We wanted to reach out with an update regarding your reservation. We have a couple of nearby homes available that can accommodate your same dates within the same price range. Here are the options:
    • [Property Name] – [1-sentence description]
    • [Property Name] – [1-sentence description]
    Please let us know which option you’d prefer, and we’ll take care of the change right away.
    
    

  • OR:
    Hi [Guest Name],
    Please cancel the reservation through your booking channel and we will refund you for the reservation.
    
    

🔹 Step 5: Confirm & Process Move

• Once the guest confirms:
  
  

  • Update the reservation in Guesty.
    
    

  • Send final confirmation message to the guest.
    
    

  • Update internal tasks (cleaning, check-in notes, pool/spa prep, etc.).
    
    

  • Accounting records any rate adjustments, refunds, or credits.
    
    

  • Supervisor closes the escalation once all steps are complete.
    
    

✅ Key Notes

• Comms agents must not finalize relocations without supervisor + accounting approval.
  
  

• Guest communication should always remain empathetic, concise, and through the booking platform for documentation.
  
  

• Every relocation case should be logged in the template task “Guest Relocation” with details of cause, resolution, and financial impact.
  
  

• Include a photo on the template task labeled “Guest Relocation of OG Res Costs” to document the original reservation cost.