| Internal Systems | Guest Management | Cleaner Management | Issues | Miscellaneous |
|---|---|---|---|---|
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High risk properties
What does the red mean in Faq?
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Purpose of trip and how many guests
What do we ask every guest before confirming a booking?
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3:30 pm
What time do we reach out to our cleaners if we have not received photos?
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Faq and scroll to the property and see the corresponding maintenance person.
How do we know what handyman to reach out to for maintenance?
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Promo - guest must tag restaurant and @goatstays and use hashtag Goathote and GOATlocal. $15 x 2
What is #GOATlocal and how does it work? How much money can the guest earn?
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Around 30% or under
What % do we schedule a Ring camera battery swap or charge?
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Call guest - mention $25/10 min past 11 - see when they will be out - good guest/no charge, bad messy guest please document and create a claim
What do we do if the guest checks out late and our cleaner is waiting to get in?
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If it is a great guest or nice guest/will help with review say if they purchase we will reimburse.
If troublesome guest, we only provide initial stock
What do we do if a guest reaches out and say they need more toilet paper or paper towel?
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Create a task and schedule in Breezeway
What will we do moving forward when we need to schedule Maintenance?
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Full refund for cancellations made within 48 hours of booking, if the check-in date is at least 14 days away.
50% refund for cancellations made at least 7 days before check-in. No refunds for cancellations made within 7 days of check-in. We can refund partially for what we are rebooked for (if rebooked)
What is the strict cancellation policy on airbnb? What do we offer on top of the cancellation policy if a guest cancels?
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Two days before check in (afternoon), day before check in (afternoon), day before (night), and day of (afternoon)
When are the 4 times we reach out to a guest that has codes turned off due to not sending an ID, rental agreement, reason for trip?
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Give the guest a time we need to hear by and that we will have to open our calendar if we do not hear back prior
What do we do if we see a guest has tried to book and it says accept or decline and is counting down from 24 hours and the guest has not given any information
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Call immediately, ask to open a chat and send the cleaning photos of prior clean and tell rep that we need our calendar reopened and if guest stayed, ask cleaner for before photos so we can charge for the night/clean
What do we do when airbnb cancels a reservation on our behalf?
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Call airbnb, whoever reaches out first normally helps the case
What is the first thing we do when we have a violation in our homes.
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SpotHero - Can reserve parking
SpotAngels - Can see where free parking is
What is SpotHero and what is SpotAngels?
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Ask purpose of trip - create to-do in YP/Trello ID, CC Sec deposit, create and send rental agreement
What is the process when we have a direct booking?
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Assess - Document - call airbnb - start resolution - Reference flow
What do we do when a cleaner reports damage from the previous guest?
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Maintenance, or anything that would involve a heads up (making sure they are aware, or any to-do)
When do we put a PM Reminder for cleaners the night before?
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Photos - explanation - judgement call on if this will make the guest happy for stay.
What if a guest says the home is dirty and wants a refund for the night and clean fee. What do we do and do we refund?
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We have to re-block the entire building on the calendar
What extra step do we have to take when there is a cancellation/alteration at Laurel/8th/Colfax etc?
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1.) Call and message the guest stating that they are in violation of the rules (include screenshots.)
2.) Remind them and give them at least 2-5 calls if still not following, call the security (LawDog/Chicago) . LYNX -change the lock code 3.) After the guest is gone call AIRBNB/VRBO to report the guest and open a claim after Security team evicts. Please do not forget to upload the photos for the “Damages: folder with check out date. Include videos, screenshots, messages with the guest. 4) Please turn off all messages for the guest, and auto review What do we do if we see our cameras are being blocked at Cuyler? |
At GOATHOTE, it's all about your experience. We provide the GOAT ("Greatest Of All Time") recommendations for food, fun, and experiences.
What is the number 1 priority for our guests here at Goathote?
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Home is visibly dirty, guest is understanding but persistent the home needs a reclean, not enough initial supplies like towels.
What is an example of resending a cleaner when a guest complains?
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Schedule Breezeway - daily reminders (show flow)
What is the flow for scheduling a major issue?
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Connect device to same wifi as tv. Once on, open your streaming app and hit cast to the current tv
Explain how a Google Chromecast works
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