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

      After hours- Plumbing backup

      This is how you address a plumbing back up after hours while the home is occupied.

      A plumbing back up is when there is sewer matter backing into the showers, toilets & sinks causing overflow. If the guest confirms that these 3 locations are overflowing you need to have a plumber and housekeeping go asap. Backups in the showers can be a bio-hazard. 

      • Step 1- Confirm the location of the problem, ask them what is happening, is it okay to have a plumber & (housekeeping if needed) stop by? Create a detailed work order with this information. 
      • 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 PLUMBING VENDORS ON OUR LIST DO NOT RESPOND, -GOOGLE/YELP PLUMBERS WITH GOOD REVIEWS & DISPATCH THEM BUT HAVE MR.GOODBOY MEET THEM THERE) Share all the information that the guest reported with the vendor. 

      • Step 3- Follow up with the guest. Let them know who is stopping by & what their time of arrival is. 
      • 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 and management via email with as much information as possible. Include the work order link with all the information. Have owner services work with the vendor on a permanent solution.
        Follow up with the guest during regular business hours and proactively discuss compensation following the refund policy & have them sign addendum.