Troubleshoot

🔌 Electrical Troubleshooting

✅ What to Check:

• Is the device/appliance plugged in and switched on?
  
  

• Try a known-working device in the outlet.
  
  

• Reset GFCI outlets (bathrooms, kitchens, laundry, exterior).
  
  

• Check breaker panel:
  
  

  • Open panel, look for breakers not fully ON.
    
    

  • Flip OFF → ON to reset tripped breakers.
    
    

⚠️ Escalate If:

• Burning smell, sparks, buzzing, or hot outlet
  
  

• Lights flickering in multiple rooms
  
  

• No power to large areas despite reset attempts
  
  

• Repeated breaker or GFCI tripping
  
  

1. Verify Access Information:

• Ensure the guest is using the correct access code. (check remote lock)
  
  

• Confirm that the guest is not attempting to enter the property earlier than their scheduled arrival time.
  
  

2. Address WiFi Issues:

• If the issue is related to WiFi connectivity:
  
  

  • Provide the emergency guest code 3355, which will work without requiring WiFi access.
    
    

3. Provide Physical Key (if needed):

• If all other methods fail, offer the guest access to the physical key located in the lockbox (usually located in the front of the house).
  
  

• The lockbox code is typically 3335. Double-check the breezeway for the lockbox location.
  
  

4. Remind Guest to Return Key:

• If a physical key is provided, remind the guest to return the key to the lockbox upon their departure to maintain property security.
  
  

5. Follow-Up:

• After resolving the issue, check in with the guest to confirm they have gained access and ensure their stay is proceeding smoothly.
  
  

🧰 Section 4: HVAC Troubleshooting

1. Guest reports an A/C issue

• Comms team documents the concern in a new task (e.g. A/C Not Cooling – [Property Name]).
  
  

2. Comms team troubleshoots with guest

• Walk through basic steps (thermostat check, reset breakers, door/windows closed, Check if condenser fan is working outside, etc.).
  
  

• Document all troubleshooting efforts in the task comments.
  
  

3. If issue is unresolved after troubleshooting

• Comms team tags the supervisor on duty for further review.
  
  

4. If a portable A/C unit is needed

• create a separate task using the “BW Template – Billable: Portable A/C Unit”. (if unit is needed)
  
  

• Fill out all required fields (guest name, property, reason, location of placement, etc.).
  
  

5. Task Breakdown Expectations

• There should be:
  
  

  • One task for the original A/C issue
    
    

  • One task for the Portable A/C Unit delivery/setup

Tip: If a guest reports an issue late at night and we’re unable to send someone out until the following day, consider offering a hotel stay with reimbursement. This option should only be offered if we are confident the issue—such as AC—can be resolved promptly the next day.  

🧩 General Workflow

1. Identify the issue
   
   

2. Perform basic troubleshooting steps (see below)
   
   

3. Determine if escalation is needed
   
   

4. Document + Communicate
   
   

5. Escalate to the appropriate vendor
   
   

🧰 General Maintenance Troubleshooting

✅ What to Check:

• HVAC: Confirm thermostat settings, check for batteries, breaker
  
  

• Appliance issue? Test outlet + reset breaker
  
  

• Smoke detector chirping? Replace battery
  
  

• Garage door:
  
  

  • Check wall/remote locks
    
    

  • Confirm power to opener
    
    

  • AZ Note: Sensors may malfunction in direct sunlight. Temporary fix: use shade or apply an ice pack to sensor.
    
    

• Smart locks: Replace battery or reboot hub
  
  

⚠️ Escalate If:

• HVAC won't start or is non-responsive after reset
  
  

• Appliance won’t power on or perform its function
  
  

• Lock system failure with no alternate access
  
  

• Signs of structural damage, infestation, or safety concerns
  
  

📣 How to Escalate

📋 Step-by-Step Escalation Process:

1. Document the Issue
   
   

   • What was reported, what you observed
     
     

   • Include attempted troubleshooting steps
     
     

2. Take Photos/Videos
   
   

   • Panels, outlets, water damage, appliance error screens, etc.
     
     

3. Notify Supervisor & Guest Comms
   
   

   • Slack, task comment, or direct call depending on urgency
     
     

4. Schedule or Call Vendor
   
   

   • Use preferred vendor list
     
     

   • Log date/time of scheduled service
     
     

5. Log the Resolution
   
   

   • Save notes, mark the task complete
     
     

   • Note if it’s a repeat issue (for preventive tracking)
     
     

🧠 Quick Reference – Match Vendor to Issue

Issue

Vendor Type

Electrical sparks or hot outlet: Licensed Electrician

Water heater leaking: Plumber

HVAC won’t start: HVAC Technician

Fridge or stove not working: Appliance Repair

Pest signs, biting bugs, bed bugs: Pest Control

Garage door not opening: Garage Tech

Smart lock not responding: Locksmith / Support Tech

🚿 Plumbing Troubleshooting

✅ What to Check:

• No hot water? Check water heater switch or breaker.
  
  

• Toilet won’t flush? Open tank, inspect flapper/chain.
  
  

• Slow drain? Use a plunger or snake.
  
  

• Leak under sink? Check for loose connections or overflows.
  
  

• Low pressure? Unscrew and clean faucet aerators.
  
  

⚠️ Escalate If:

• Active water leak or spreading water damage
  
  

• Multiple drains backing up
  
  

• Water heater leaking or making loud banging noises
  
  

• Sewer or gas smell in the unit
  
  

• Entire property has no running water
  
  

Step 1: Create a Task

• Title: Guest Reported Power Outage
  
  

• Include:
  
  

  • Time and date reported
    
    

  • Guest comments and observations
    
    

  • Property address
    
    

Step 2: Initial Troubleshooting – Check for Area Outage

• Default Utility: SRP
  
  

  • Visit: https://myaccount.srpnet.com/outagemap
    
    

  • Look up the property’s address to check for reported outages.
    
    

• If an outage is confirmed:
  
  

  • Note estimated restoration time (if available).
    
    

  • Inform the guest:
    _“It looks like there is a power outage in the area. SRP is aware and working on it. The estimated restoration time is _.”
    
    

  • Document findings in task.
    
    

Step 3: If SRP Shows No Outage

• Contact the Property Owner to confirm the correct electric utility provider.
  
  

  • Ask: “Can you confirm who provides electricity to this home?”
    
    

• Look up the correct provider’s outage map or contact information.
  
  

• Repeat the process above to verify area outages.
  
  If no outage is found with any provider:
  
  

  • Proceed to Step 4.
    
    

Step 4: Evaluate Scope of Power Loss

Helpful Tip:

• If entire home is without power, it is most likely a utility outage.
  
  

• If only part of the home or specific outlets/fixtures are affected, this may be an internal issue.
  
  

Step 5: Dispatch On-Site Check

• Assign a team member to visit the property before contacting an electrician.
  
  

  • Check breakers, GFCI outlets, or any other quick-resolve issues.
    
    

  • If internal electrical problems are suspected after check:
    
    

    • Escalate to electrician.
      
      

    • Document findings and next steps in task.
      
      

🔁 Step-by-Step Response Flow

🪳 1. General Bug Complaint (Alive or Dead Bugs in Home)

✅ Action Steps:

• Ask the guest for photos or videos of what they’re seeing.
  
  

• Use the templated response below to console and educate.
  
  

• If the issue appears excessive or they’re uncomfortable, offer to send pest control.
  
  

📨 Templated Message – General Bug Activity:

Hi [Guest First Name],

Thank you for reaching out. We understand seeing bugs, even dead ones, can be unsettling. In Arizona, especially during the summer, it's very common for desert insects to seek cooler shelter indoors. This includes harmless pests like ants, beetles, and gnats that are part of the desert environment.

These occasional sightings do not reflect the cleanliness of the home but are a seasonal occurrence in this climate.

That said, if you're seeing anything excessive or concerning, please send us a few photos so we can assess. We're happy to arrange a pest control visit if needed.

We truly appreciate your understanding and are here to support you however we can.

🛏️ 2. Guest Suspects Bed Bugs

Most summer complaints about bites are mosquito or gnat-related, not bed bugs. Use this flow to assess and respond.

✅ Action Steps:

1. Ask the guest for photos of any bites.
   
   

2. Ask where the bites are located (trunk vs. arms/legs).
   
   

3. Ask if they’ve spent time outside recently, especially near water or in the evening.
   
   

4. Compare photos to bed bug bite references online if needed.
   
   

🧠 Quick Bite Assessment Guide:

Location of Bites

Likely Source

Trunk, in a row (e.g. 3-4 close together)

Possible bed bugs

Arms, legs, ankles, random pattern

Mosquitos, gnats, ants

📨 Templated Message – Suspected Bites:

Hi [Guest First Name],

We're so sorry to hear you're experiencing discomfort. Could you please send us a few photos of the bites and let us know where they’re located on your body? This helps us better understand what might be causing the issue.

Bed bugs tend to bite the trunk area and often in a straight line or clustered pattern. If your bites are mostly on arms, legs, or ankles, it’s more likely due to other desert insects like mosquitos, ants, or gnats — which are especially active outdoors this time of year.

Have you spent any time outside recently, especially during dusk or near vegetation? Arizona does have seasonal biting bugs that are active even with screens and precautions.

Once we receive the photos, we’ll assess and determine next steps. If needed, we can have a professional inspection done for your peace of mind.

📌 Important Reminders for Team

• Stay calm, professional, and don’t assume it’s bed bugs unless there's photo evidence.
  
  

• Never confirm the presence of bed bugs without a licensed inspection.
  
  

• Pest control should only be scheduled after photos are received or guest insists despite low likelihood.
  
  

• Document all guest reports and images in Guesty or your CRM.
  
  

• Track repeat reports from the same property for potential pattern.
  
  

1. Purpose

To standardize the process for handling service issues at properties that are caused by factors outside the control of the Property Management Company (PMC) and vendors (e.g., weather-related pool conditions), while ensuring guest communication, vendor accountability, and proper documentation.

2. Scope

Applies to all properties managed by PMC when service issues arise due to uncontrollable circumstances such as weather, environmental factors, or external conditions.

3. Responsibilities

• Comms Team: Communicate transparently with guests and escalate when vendor follow-ups are required.
  
  

• Operations Team: Monitor vendor performance, request updates/photos, and determine escalation if additional visits are needed.
  
  

• Vendors: Provide updates, photos, and confirm work completed.
  
  

• Manager/Supervisor: Make judgment calls on escalations, refunds, or disputes with guests.
  
  

4. Process

Step 1 – Guest Communication

1. If the issue is due to weather or uncontrollable factors, inform the guest:
   
   

   • “We understand your concern. Unfortunately, weather and environmental conditions can affect pool cleanliness despite regular service. Our vendor is addressing it, but there may be limits to how quickly it can be fully resolved.”
     
     

2. Be empathetic but clear that some issues are beyond vendor and PMC control.
   
   

3. Note guest’s concern in the task system for tracking.
   
   

Step 2 – Vendor Dispatch

1. Recurring Service Visit (1st visit): Vendor completes their standard scheduled service.
   
   

2. Follow-up (2nd visit):
   
   

   • Request photos and detailed notes on what was completed.
     
     

   • Verify the issue is being addressed.
     
     

3. Additional Visit (3rd visit): Send vendor again if problem persists, without incurring another charge (unless vendor policy dictates otherwise).
   
   

Step 3 – Vendor Accountability

• Always ask vendors for:
  
  

  • Photos before/after service.
    
    

  • Summary of what was done.
    
    

  • Explanation if conditions prevented full resolution.
    
    

• Question vendors if updates are unclear or inadequate—use best judgment based on guest feedback and vendor reports.
  
  

Step 4 – Guest Refund Requests

1. If a guest requests a refund:
   
   

   • Use vendor documentation (photos, notes, service logs) to show due diligence.
     
     

   • Escalate to Supervisor/Accounting for decision-making.
     
     

   • Only process refunds if approved and justified.
     
     

2. Maintain documentation to support case if refund dispute arises.
   
   

Step 5 – Closing the Case

1. Once the vendor confirms service is complete or the issue is resolved, update the task status to Closed.
   
   

2. Communicate final resolution to the guest, thanking them for their patience.
   
   

5. Key Notes

• Minimum 3 visits: Vendor should attempt resolution up to 3 times before considering additional charges.
  
  

• Documentation is critical: Collect photos and reports for every visit.
  
  

• Transparency with guests: Acknowledge frustration, but explain limitations honestly.
  
  

• Escalation: If the issue remains unresolved after 3 vendor visits, escalate to Manager/Supervisor for next steps.