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
Escalate when owners:
Refuse recommended repairs
Delay repairs without timelines
Ignore repeated communication
Decline necessary safety corrections
Fail to follow agreed remediation plans
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
Leadership reviews:
Severity of issue
Frequency of complaints
Guest impact
Financial/reputational impact
Owner responsiveness
Safety exposure
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
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