Power Outage Response Process (While Property is Occupied)

Step 1: Identify the Issue

• Ask the guest:

  • "Did the entire property lose power, or only certain areas?"

• If only part of the property is without power:
  ➔ This is NOT a full power outage.
  ➔ Immediately contact an electrician to troubleshoot the issue.

• If the entire property lost power:
  ➔ Proceed to Step 2 to check for a utility outage.

Step 2: Confirm and Report the Outage

• Use Southern California Edison's (SCE) Outage Center to verify:
  🔗 SCE Outage Center

• Confirm whether the outage is reported.

• Once confirmed:

  • Share the SCE Outage Center link with the guest.

  • Encourage the guest to sign up for real-time updates.

  • Politely explain:

    "Unfortunately, utility outages are outside of our control. However, you can monitor updates directly through SCE's website."

Step 3: Guest Support for Extended Outages

If the confirmed outage is expected to last over 5 hours:

• Apologize and express empathy for the inconvenience.

• Offer the following guest support options:

  • Provide coolers for food storage.

  • Offer access to an available workspace (if applicable).

  • Provide a small amenity gift such as ice cream to help ease the situation.

Key Reminders for Staff

• Always verify before escalating — partial outages require an electrician, not SCE reporting.

• Communicate calmly, professionally, and empathetically.

• Document the incident in Breezeway or your guest CRM for tracking.