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

      Alarm Response Process

      If an Alarm is Set Off by a Team Member or Vendor

      Step 1:
      Contact the alarm company listed in the property’s Breezeway profile.

      Step 2:
      Identify yourself, report the false alarm, and state the property address.

      Step 3:
      Provide the alarm company with the SAFE WORD / VERBAL PASSWORD to verify identity.

      Step 4:
      Immediately notify the Property Agent department of the incident.

      Step 5:
      Create a work order titled "ALARM SET OFF" using the template in Breezeway:

      • If a team member set off the alarm: Assign the work order to that person. They must complete the details and close the work order.

      • If a vendor (without Breezeway access) set off the alarm: Property Agents must assign the work order to themselves, complete all necessary details, and close the work order.

      Important Accountability Policies:

      • If ACME receives a police citation for a false alarm and you cannot prove (via Spoke Phone recording) that you contacted the alarm company, you will receive a formal write-up.

      • If a vendor caused the false alarm resulting in a citation, the vendor is financially responsible for the citation.

      If an Alarm Goes Off While the Home is OCCUPIED

      Immediate Response Timeframe:
      You have 2 to 5 minutes to clear the alarm before police are dispatched — act immediately.

      Step 1:
      Call the alarm company as soon as possible and clear the alarm using the verbal password.

      Step 2:
      Call the guest immediately:

      • Confirm their safety.

      • Provide them the alarm code to disarm the home.

      • Politely explain that the alarm panel is not intended for guest use.

      Step 3:
      Send a courtesy text message to the owner informing them of the false alarm and confirming that the property is secure.

      Step 4:
      Property Agent must assign the "ALARM SET OFF" work order to themselves, document the incident fully, and close it for recordkeeping.

      If an Alarm Goes Off While the Home is VACANT

      Step 1:
      When the alarm company calls, do not clear the call.

      • After 8 PM, no team member or vendor should be entering vacant homes.

      • Allow the alarm company to dispatch the police to secure the home.

      Step 2:
      Obtain and document clear information from the alarm company:

      • Cause of alarm (e.g., open door/window, detected motion).

      • Specific areas triggered.

      Step 3:
      Send a courtesy call or text message to the owner to inform them that the alarm was triggered and that police are securing the home.

      Step 4:
      Create a detailed work order documenting the event.

      • Schedule a staff member to walk and secure the property during business hours (never overnight).

      • Note any findings.

      For Assistance

      If at any point you are unsure how to proceed, immediately contact:

      • Michael Flannery

      • Jocelyn Gutierrez

      • Marvin Melchor