Guest Issues - After Hours
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      1. Best Practices & Standard Operating Procedures
      2. Property Agents
      3. Guest Issues - After Hours

      After Hours A/C fail

      This is how you address a after hours AC cooling/heating fail while the home is occupied

      • Step 1- Please ask the guest the following questions while taking the report. 
        What is the problem? Is there power to the thermostat? What temperature is the thermostat set to & what is the temperature at the property?
         Is the thermostat set to “Cool” and Fan set to “Auto”? Fan set to “On” versus “auto” will cause a lack of cooling when it is warm out.  Auto is always the right setting in any season.
        How long has it been set to the current temperature? Is the air coming out of the vents warm or cool? 
        ALWAYS ASK, IS IT OKAY TO DISPATCH A VENDOR TO STOP BY TONIGHT? 
      • Step 2- Dispatch the vendor. Please contact the owner preferred vendor listed on Breezeway first. If the vendor does not respond, please use the vendors listed on Acmes contact list.

         Remember the response of the vendor must be within 2-3 hour maximum since the initial call from the guest. If one vendor cannot make it within 2-3hours to the property, please move on to the next vendor. Select the vendor with the quickest time response. (IF THE VENDORS ON OUR LIST DO NOT RESPOND, -GOOGLE/YELP VENDORS WITH GOOD REVIEWS & DISPATCH THEM BUT HAVE MR.GOODBOY MEET THEM THERE) Share all the information that the guest reported with the vendor. CREATE A WORK ORDER WITH ALL THIS INFORMATION!

      • Step 3- Follow up with the guest. Let them know who is stopping by & what their time of arrival is. If the wait time is longer than normal, please provide the guest with portable A/C, fans, heaters ect.. Have Mr.Goodboy Concierge deliver & install. 
      • Step 4- Keep in touch with the vendor on site. Confirm that it will be a quick fix. You can give approval for up to $400 on a repair. If it is more please contact management or the owner to get approval. Confirm with guest that everything is working before vendor leaves. 
        If the unit needs replacement or we cannot get it fixed as soon as possible, the guest need to be relocated the next morning within regular business hours. 
      • Step 5-  Notify Owner services (Ownerservices@acmehouseco.com)and management via email with as much information as possible. Include the work order link with all the information. 
        Follow up with the guest during regular business hours and proactively discuss compensation following the refund policy & have them sign addendum.