Construction near vacation rentals can significantly impact the guest experience, even though it is beyond our control. This guide outlines steps for identifying, documenting, and communicating construction-related issues to owners, guests, & teams.
Policy Summary: Nearby Construction
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ACME Vacation Rentals has no control over neighboring construction activities.
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No compensation is negotiated for construction-related disturbances.
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Construction hours in Palm Springs are:
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Monday–Friday: 7 AM – 7 PM
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Saturday: 8 AM – 5 PM
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Sunday & Holidays: Not permitted
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Escalate jackhammering reports to management immediately.
Step 1: Identify and Document the Construction
Goal: Gather accurate and complete information about the construction's nature and potential impact.
If Reported by a Guest:
Ask specific questions:
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Where is the construction located relative to the home? (Left, right, front, or back)
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What kind of noise is being heard? (Hammering, electric saw, jackhammer, etc.)
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What type of construction is visible? (Demolition, framing, roofing, etc.)
If Reported by Anyone (Guest, Field Team, Vendor, Owner):
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Property Agent creates a work order (if not already created).
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Inspector or Technician:
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Visits the property.
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Takes photos of the construction and any posted signage with contact information.
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Attempts to speak to onsite personnel to determine the scope and duration of the project.
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Step 2: Communicate Internally and With Guests
Goal: Provide clear, proactive communication to mitigate guest dissatisfaction.
Internal Communication:
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Send the work order and construction report to the Reservations team.
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Provide regular updates as the construction progresses or changes.
Guest Communication:
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In-House Guests: Property Agents explain the situation and clarify that ACME does not control or compensate for construction.
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Future Guests:
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Reservations will notify all guests arriving within the next 4 weeks.
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Clearly state that construction may or may not be active during their stay.
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Offer the guest a choice:
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20% discount to stay
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Relocation to another available home
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Use discretion when guest relocation options are limited (e.g., peak seasons or low availability).
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As construction phases progress, adjust the notification window (e.g., 2 weeks instead of 4 weeks) based on PA team updates.
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Step 3: Notify Property Owners (Property Agent Tier 3)
Goal: Keep property owners informed and aligned with guest messaging.
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Notify the owner if nearby construction is expected to be an ongoing issue.
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Recommend:
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20% rate reduction during the construction period.
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Adding a notice to the property listing. Current template:
*** PLEASE NOTE ***
There is currently construction located near this vacation home. There may or may not be construction noise during your stay. The current discounted pricing reflects any potential inconvenience due to the nearby construction. -
Step 4: Close Out the Issue
Goal: Maintain accurate listing information and guest expectations.
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Once construction ends or is no longer expected to disturb guests:
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Remove the construction notice from the property listing.
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Notify the Reservations team to discontinue guest alerts.
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Close the associated work order if no further monitoring is required.
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Ongoing Monitoring
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Property Agents must send regular updates to Reservations as construction progresses.
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Reservations should reevaluate communication timelines based on availability, severity of noise, and guest impact.
Summary
This protocol ensures transparent and proactive handling of nearby construction issues. By balancing clear communication, documentation, and thoughtful guest options, ACME protects the guest experience while respecting the limitations of our control.