Owner Cleaning Home 

Purpose:
To ensure proper oversight, documentation, and follow-up when an owner chooses to clean their own property after a stay.

Step 1 – Owner Cleaning Home

When Communications receives a message from the owner stating they will clean their home:

1. Confirm Details
   
   

   • Verify the date of departure.
     
     

   • Confirm which property/home this applies to.
     
     

2. Create a task for supervisor on
   
   

   • Communications creates a Breezeway task labeled: “Owner Cleaning Home” (template is made)
     
     

   • Assign the task to the supervisor on duty for that day, Comms supervisor, and admin
     
     

   • Ensure the task is logged correctly in the system.

*Comms team only needs to do step 1 the rest will be carried out by in home team and admin

Step 2 – Supervisor Check-in

The supervisor must:

1. Conduct a visual check of the property.
   
   

2. If timing does not allow a full check, assign a quick walkthrough.
   
   

3. Flag any issues found, such as:
   
   

   • Missing items
     
     

   • Poor property condition
     
     

   • Incomplete cleaning
     
     

Step 3 – Ops & Task Escalation

If additional work is required after the supervisor check:

1. Create Follow-Up Cleaning Task
   
   

   • Ops creates a task in Breezeway.
     
     

   • Do not mark it as a standard clean.
     
     

   • Assign with priority status.
     
     

2. Notify Admin/Accounting
   
   

   • Inform admin or accounting that additional service was required.
     
     

   • Admin/accounting will review and determine if the owner should be charged.
     
     

Step 4 – Accounting & Documentation

If additional charges apply:

1. Ensure clear documentation in Breezeway:
   
   

   • Include photos of issues.
     
     

   • Add detailed notes of what was needed.
     
     

2. Accounting Logs Charge
   
   

   • Accounting records the charge.
     
     

   • Accounting communicates back to communications team for owner follow-up if required.
     
     

Notes:

• This SOP ensures accountability, proper documentation, and appropriate follow-up when owners choose to clean their own homes.
  
  

• All tasks and escalations should be logged promptly in Breezeway to maintain a clear audit trail.