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

      Relocating guest

      These are the steps you need to take while relocating a guest

      NOT READY!! 

      Relocation reasons- Non repairable gas leak, A/C, pool equipment, electricity, water damage, major plumbing.  

      Pest control ( rodents, bedbugs -see management) 

      Burglary (only if guest does not feel safe - see management) 

      IF A GUEST ARRIVES & IS NOT HAPPY WITH THE HOME & THERE IS ANOTHER HOME AVAILABLE THE SAME DAY & IS CONSIDERED AN UPGRADE OR IS HIGHER IN COST - GUEST PAYS FOR THE PRICE DIFFERANCE, NO EXCEPTIONS! 

      If ACME has to relocate a guest - the new home has to be comparable. Upgrade is applicable only when properties fail and not when the guests do not like the home. Try to offer homes within 20% difference from their  current rate. If there are no home within that percentage- move the guest & worry about amount later with management. Always get managements approval before giving guest the option to relocate. 

      • 20% off of new property they are moving to. 
      • However, apply this one after all the others to make sure you pass the last 20% test, which is that New folio with more expensive house is not 20% more than the original folio. (per mike)
      • Always try to offer to the guests between 2 to 4 property options to move to as long as those properties are within the price range.  During regular work hours, please work with Reservations Department to help you determine appropriate homes where the guests may want to be relocated to.  Reservations will send arrival instructions, contracts & move the booking during regular & after business hours. Once reservations gives you the available options, let housekeeping know so they can be on standby & have a home ready.
      • If we do not have any homes available, reach out to the On-Boarding department. There might be a property coming on board that is not live yet. (Marcy & Jessica) 
      • If ACME has no where to move the guests, escalate to Mike Flannery every time.

      • Step 1- Contact reservations, explain what is going on. Ask for relocation options that are comparable in size & price. Once they give you 1-3 options, let housekeeping and owner services know that the options are so they can be on stand by. 
      • Step 2- Share the property listings with the guest, once they make a choice notify housekeeping & reservations asap. Let the guest know that it can take 2-4 hours to have the property ready for their arrival. 
      • Step 3-  Before the guest moves you have to send a settlement. If they had a major fail at the first property and they fall under the 50% off a night policy please move forward with that. Explain that no further refunds will be made. 
      • Step 4- Send arrival instructions, add their Point Central code to the new house, follow up & make sure they are satisfied, secure the old house, all of the history & info on this needs to be documented in a work order.