Embedded Files
Our Philosophies
Our Philosophies
Automation
Automation
When I do a task or answer a question, I ask myself, "How can I do this or provide it automatically".
If the question becomes common during a reservation inquiry, we then add the information on the listing.
If the question becomes common during pre-reservation, we might consider adding the information in our welcome message.
If the question becomes common during the stay, we may want to add the info to our online manual.
Example: How far is the property from Carlsbad Caverns?
Automate: We add the distance info on the listing
One Voice (we are hosts)
One Voice (we are hosts)
With Guests communication, we speak with one voice ( as one person or one team) - no need to "sign off" with your name. Use “I” and “We”
We are not customer support and we are not a call center, we are owners! We are hosting our guests and want to help them enjoy a clean, issue-free comfortable home.
Our communication messaging is simple, friendly, and quick.
You will be required to use Grammarly software for all custom communications with guests and at the beginning - you will need to send it to Brett for approval.
Guest Privacy
Guest Privacy
We always try our best not to disturb any guests and allow them to enjoy the property as their home. That means it is better to schedule maintenance items and fixes after a checkout - unless the guest has requested a "fix now".
Resolve Quickly
Resolve Quickly
If a small issue happens, we try to see if the guest is able to fix it first before we send out a service provider.
Example: Guest has communicated their are no trash bags at the house.
Answer:
We first may offer the combo to our cleaning closet to see if trash bags are in stock.
Second, we may suggest if the guest is stopping at the grocery store they could pick some up and we will reimburse them if they send a picture of the receipt (good option if the guest will be stopping at the store).
Third, we could see if the cleaner is able to drop off trash bags (a hassle for our cleaner and you now need to coordinate with guest and cleaner).
Fourth, we could use Walmart to deliver trash bags to the guests (delivery may not be same-day).
We always strive to resolve any property issues within 24 hours.
During business hours, our guests should receive a response within minutes.
If a call is needed - Brett will contact the guest.
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