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