Major Emergencies (Immediate Escalation Required)
1. Lockouts
Situation: Guest cannot access property, including mid-stay lockouts
Our Actions:
- Verify guest identity and correct property location
- Confirm access code matches our records
- Check for pending verifications or incomplete payments
- Guide through troubleshooting if code isn't working
- Attempt backup entry methods (emergency codes, lockbox)
- Escalate immediately if access cannot be restored
2. Active Water Leaks/Flooding
Situation: Continuous water flow causing spreading damage
Our Actions:
- Assess if immediate property damage will occur
- Guide guest to shut off water source if safe
- Request photos/videos for documentation
- Escalate immediately for after-hours emergencies
3. Gas Leaks
Situation: Any gas odor or symptoms indicating leak
Our Actions:
- Immediate guest evacuation
- Instruct no use of switches/appliances/flames
- Contact emergency services (911)
- Immediate escalation to you
4. Electrical Hazards
Situation: Exposed wiring, sparks, burning smells, unsafe conditions
Our Actions:
- Direct guest to safe area away from hazard
- Request photos/videos only if safe
- Guide to turn off breakers if safely accessible
- Immediate escalation
5. Fire/Smoke
Situation: Any sign of fire or visible smoke, with or without alarms
Our Actions:
- Direct immediate evacuation
- Contact fire authorities
- Immediate escalation
6. Security/Break-in
Situation: Forced entry, attempted entry, or safety threats
Our Actions:
- Ensure guest reaches safe location
- Document all relevant details
- Advise contacting local authorities (911)
- Immediate escalation
7. Complete Power Outage (Property-Specific)
Situation: Property without power while area has power
Our Actions:
- Guide through breaker checks
- Verify with neighbors about area power
- Check utility provider for outages
- Escalate if not area-wide issue
8. No Running Water
Situation: Complete loss of water service
Our Actions:
- Determine if issue is partial or complete
- Check for known service outages
- If no outage reported, immediate escalation
- If outage confirmed, inform guest and notify you
9. No Hot Water
Situation: No hot water throughout property
Our Actions:
- Confirm if affecting entire property or specific fixtures
- Check when issue began
- Guide through water heater/breaker troubleshooting
- Request photos of water heater and thermostat
- Escalate if affecting entire property
10. HVAC Failure
Situation: Complete heating/cooling system failure
Our Actions:
- Check thermostat settings and affected areas
- Attempt troubleshooting with guest
- Remote troubleshooting if access provided
- Offer temporary solutions (fans/space heaters if available)
- Escalate for complete system failures
11. Continuous Alarms
Situation: Any alarm sounding continuously at full volume
Our Actions:
- Identify alarm type and trigger
- Distinguish between continuous alarm vs beeping
- Attempt to guide through silencing
- Immediate escalation for continuous alarms
12. Missed Cleaning
Situation: Guest arrives to uncleaned property
Our Actions:
- Document specific cleanliness issues
- Take comprehensive photos/videos
- Immediate escalation for resolution