VA Manual

Created by Support 247 Visa and Travel Consultants, Modified on Mon, 3 Feb at 10:03 AM by Support 247 Visa and Travel Consultants

CORE OPERATIONS - As issues come up write out a 1-2 sentence CORE OPERATION for that issue and how it was resolved. Eventually 95% of issues will have simple next steps on the spreadsheet.	Alexandra Decision	Alexandra Decision-Big Bear	Mark & Michelle Decision	VA
For small repair quotes (under $1,000) get two quotes. For large quotes get three quotes	Emergency desicions i.e. leaking sink	up to $150 authorization to buy things/approve extra work to be done, repairs, etc.	All Payments	Access to Core Ops Spreadsheet
For vendors we work with consistently see about 10-15% discount	Calling pool & spa	Calling pool & spa		Communications/Guest Inquiries via Hospitable
For guest/property issues, offer free dinner and/or bottle of wine. This is cheaper than refunding.	Coordinating special projects–plumbing issues,			Provide guest feedback to Alexandra
Craigslist saves copies of past posts. Create a new one if it is important to save a past one.	Coordination with cleaner	Coordination with cleaner		Securing 5* ratings
For an extra guest over allowed limit we can	Adding cleaners to properties	Adding cleaners to properties		Manage/review TurnoverBnB to catch any cleanings not assigned-Text cleaners reminders for upcoming cleanings
Step 1: Cleaner notifies Alexandra/Michelle that X was broken, damaged, etc. with all pertinent information & photos pertaining to incident (include language that specifies to cleaner or designated repair person who to call after hours and weekends) Step 2: Cleaners to fix problem if able, which normally means returning damaged item to its previous state. If cleaners are not able to do so, they will notify us to determine next action (e.g., do nothing more, hire someone else, or order replacement). Step 3: X fixed. Exit call with person who fixed or cleaned. Step 4: Upon agreement from all parties, submit claim to guest OR insurance & let guest know what was found, or escalate to Airbnb if not completely reimbursed. DISCLAIMER: Nothing ever 100% guaranteed.	File all receipts	File all receipts		Deal with vendors for any projects/work to be done
If someone is young, no reviews, or bad reviews: "We are sorry, but we are unable to accommodate this booking. We wish you the best of luck on securing another stay!"	Ordering for houses (supplies, etc.) & provide links to Michelle			Update Alexandra on guest messages daily/weekly
ALWAYS check in on guests after big events	When finding things to buy always aim for: Luxury Aesthetic that is affordable without compromising quality.
If guest has no reviews and maxed out at 12 guests, take a beat to approve in group text	Signing Mark's name for Autopay Setup
If cleaner does not do their job as outlined in Turnover's list and we have to refund a guest some of the cleaning fee, it will be taken out of their next cleaning.	Order small parts & any handywork under $200
If trying to message guests photos, do so through AirBnB application. 11/29 AB	Market research (reverse comparison searching same specs as ours and copy best)?	Market research (reverse comparison searching same specs as ours and copy best)?
If guest would like to cancel outside of the cancellation date, provide AirBnB support line so that we do not get penalized	Confirm all guest fees are made & report to once completed?
If any major repair issues, turn off auto-booking & message guest prior to approving with confirmation of understanding the issue prior to booking.	Pricing
IF A GUEST SENDS AN INQUIRY UNRELATED TO ACTUAL BOOKING & SEEMS FINE, PRE-APPROVE SO THERE IS NO PENALTY ON OUR SIDE
Stay reductions can be a little more tricky if they fall outside of our cancellation policy because it affects our ability to re-book those dates. If they fall outside of the cancellation policy, we are able to refund half of the booking on a case-by-case basis with the owners.
If we cannot accommodate early check in, we can coordinate a luggage dropoff with the cleaners.
We want to confirm any discounts & then send them out.
If a basic necessity (i.e. central heating) is out, confirm it is so, tell them we will offer a discount if it is, & offer 10% discount to guest off the total nightly stay + cleaning fee, NOT the total that was paid to airbnb that would have included the taxes and airbnb service fee. If they ask for more, consult w/ owners.
WHEN OFFERING DISCOUNTS TO GUEST, DISCOUNT IS ALWAYS SENT AT CHECKOUT TO CONFIRM THEY WENT FORWARD WITH THEIR STAY.
ADJUST FOR HOLIDAY PRICING AirBnB:
1. Go to Calendar, ensure correct property is selected
2. Google Federal Holidays FOR THAT YEAR
3. Price same as weekends or more for NIGHT BEFORE the date of the holiday. *Thanksgiving should be the 23rd to the 26th of November!
*Christmas should be ?
*NYE should be priced a little more than a weekend

IF BLOCKED DATES ON VRBO SHOW UP:
Unblock manually through Hospitable!

PRICE BREAKDOWN FOR GUESTS (see if pet fee has been paid, how much has been paid):
1. Switch to Hosting
2. Calendar
3. Select guest/booking
4. Scroll down on far right bar

VOIDING PAYMENTS IN TURNOVERBNB
You can void payments on your payment history page up to 5 days after the cleaner marked the project as completed, as long as it's the last one for that property. Directions: go to Pay my cleaners > Payments Settings > Payment history tab. You can void the payment by clicking on the "Void Payment" button next to the payment.

AirBnB 2 Night Minimum:
Menu->Listing->Pricing & Availability->Trip Lengths

Notes for VRBO
To see payout, go to the property, then "Reservation Manager," "Payments," then put the dates of the reservation, then blue button on right "Download Report"