Owner Escalation Process

Purpose

This SOP establishes the process for escalating owners who repeatedly fail to address safety concerns, maintenance issues, or recurring guest-impact problems.

• Protect guest safety

• Reduce operational and reputational risk

• Ensure consistent escalation procedures

• Support leadership decisions with documented evidence

Owner Non-Compliance

Escalate when owners:

• Refuse recommended repairs

• Delay repairs without timelines

• Ignore repeated communication

• Decline necessary safety corrections

• Fail to follow agreed remediation plans

Escalation Process

Step 1 - Compile Property History

Before escalation, gather:

• Guest complaints

• Photos/videos

• Vendor reports

• Refund totals

• Review excerpts

• Owner communication history

• Previous repair timelines

*Compile information above into a Breezeway task (template: Owner escalation - leadership

 review) and tag operations manager and office manager

Step 2.1 - Leadership Review 

Leadership reviews:

• Severity of issue

• Frequency of complaints

• Guest impact

• Financial/reputational impact

• Owner responsiveness

• Safety exposure

Step 2.2 - Determine Resolution  

Leadership may determine:

• Continued monitoring

• Formal warning to owner

• Repair deadline requirement

• Amenity removal from listing

• Listing pause

• Owner removal consideration

*Management should at this point take over communication with owner and set expectations

Step 3 - Follow Through

• All documentation/decisions have been shared with owner 

• All communication has been documented 

• Stay firm on decision and execute Leaderships plan

*All Documentation has been put into client files