Issues

Property Issues

Properties Affected: Kiowa, Nightingale and Rickshaw

Issue: Guests often ask how to operate the hot tub. 

Solution/Reply: The hot tub warms up slowly at about 1.5 degrees per hour. Please don't turn it off and keep it at 104 degrees.

Note: Hot tubs are fully drained every month - they get shocked and chemicals checked after each guest.

Properties Usually Affected: Kiowa, Nightingale, Rickshaw, Westmoreland, Lanette and Lea

Issue: Firewood for the fire pit.

Solution/Reply:  We don’t provide any wood and kindling - you’ll need to grab supplies from a local grocery store.

Properties Usually Affected: Kiowa, Nightingale, Rickshaw, Westmoreland

Issue: Guests usually ask about the AC and the PIN for the NEST

Solution/Reply:  We can ask Brett to unlock the NEST if needed

Note: The only AC for Kiowa is set through the window units in the bedrooms.

Properties Usually Affected: Kiowa, Nightingale, Rickshaw, Westmoreland, Lanette and Lea

Issue: Empty propane tank

Solution/Reply:  Can you exchange the propane at Lowes or Albertsons? You can send me the receipt after so I can reimburse it.

Properties Usually Affected: All Properties

Issue: Clogged or slow draining

Solution/Reply:  

Thanks for letting me know. We’ll stop by to take a look at it or we can wait until after you checkout.

Thanks for letting me know. I can try to get a handyman over there to take a look at it or we can wait until after you checkout.

Properties Usually Affected: All Properties

Issue: Hot water ran out after 2 people used the shower

Solution/Reply:  

The hot water is limited to 40-50 gallons and will need to re heat up after full use. If you think there is an issue with the heater let me know (like the water isn’t reheating).

Lanette

Issue: Hot tub, dishwasher, disposal, kitchen/bedroom don't have power/don't turn on 

Solution/Reply:  GFCI is in the garage next to the breaker box. You may need to reset it.

Westmoreland:

Issue: The light and fan in the bathroom on the main level suddenly stopped working 

Solution/Reply:  You may need to reset the GFCI in the bathroom

C3:

Issue: There's no electricity in one of the rooms

Solution/Reply:  You may need to reset the GFCI in the bathroom

Properties Usually Affected: All Properties

Issue: Any cleanliness issue

Solution/Reply:  I'm very sorry about that. I’m going to forward this to my cleaner. Do you want me to have her stop by and take care of it?

Properties Usually Affected: All Properties

Issue: The guest is just giving a heads up or reporting minor damage

Solution/Reply: Thank you for letting us know. We'll take care of it!

Issue: The guest is reporting major damage or something that can affect their stay

Solution/Reply: 

Thanks for letting me know. Do you want us to drop off/send ____ (ex: new coffee machine, ping-pong paddles)?

Thanks for letting me know. I can send a handyman to fix it if you'd like.

Thanks for letting me know. Do you want me to come and fix it or just take care of it after you check out?

Properties Usually Affected: All Properties

Issue: No internet

Solution/Reply: Please make sure both the modem and router are on and not accidentally turned off. Also, try to unplug the units for 10 seconds then plug it back in and see if it reboots the internet. 

Where's the Modem/Blackbox?

Kiowa: Internet is Xfinity which is cable. It is located under the TV in the family room.

Nightingale: Internet is T-Mobile 5G and the black box is located on the fridge.

Rickshaw: Internet is T-Mobile 5G and the black box is located in the garage on the supplies table. Code for the door is 5522.

Westmoreland: Router is located behind the end table next to the master bed.

15C: Router is located under the living room couch.

C3: Router is next to the kitchen window.

Lanette: Router is in the cabinet under the main TV.

Lea: Router is under the couch in the living room.

Properties Usually Affected: All Properties

Issue: Missing remote

Solution/Reply: Any other Roku remote will work with that TV. You can also download the Roku app - which will control the TV.

Issue: TV is asking for PIN when the guest tries to download Netflix, Vudu, etc.

Solution/Reply: The PIN is 1981

Issue: Youtube TV is not working

Solution/Reply: Please use the Sling app.

Properties Usually Affected: C3

Issue: Guest may ask for beach chairs

Solution/Reply: The combo for the beach chairs is 5165:) 

Properties Usually Affected: 15C

Solution/Reply: Keys are located in the locked closet in the private guestroom

Guest Issues

Solution/Reply: We don't have control over charges and guest's payments. Please contact Airbnb/VRBO for assistance.

Solution/Reply: I'll ask my cleaner to check it. I'll let you know.

Note: We'll charge guest for the shipping fee.

Solution/Reply: Hi name, unfortunately, I am unable to change our cancellation policy.
Solution/Reply: Hi name, unfortunately, I am unable to change our cancellation policy. But I am willing to refund you for nights that we are able to rebook minus fees/commissions. You have a very good chance of getting a refund if you cancel now.

Note: Always consult Brett

Solution/Reply: Hi! Unfortunately, VRBO/Airbnb hides guests contact number and we'll only see it once you have a confirmed booking. No worries, photos and details on our VRBO/Airbnb page are updated.

Solution/Reply: There is a lockbox in the pantry, code should be 1231. There should be a mailbox key in the lockbox. Mailbox is located on the side street east of the house. Please put the keys back in the lockbox when your finished:)

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