# Short-Term Rental Co-Hosting — Full Operations SOP

**Version:** 1.0
**Purpose:** Day-to-day playbook for managing Airbnb co-hosting properties. Hand this to a VA, operations manager, or use it yourself to run properties consistently and professionally.

---

## TABLE OF CONTENTS

1. [Guest Communication Timeline](#1-guest-communication-timeline)
2. [Message Templates](#2-message-templates)
3. [Guest Screening Protocol](#3-guest-screening-protocol)
4. [Check-In & Access Management](#4-check-in--access-management)
5. [During-Stay Operations](#5-during-stay-operations)
6. [Check-Out Protocol](#6-check-out-protocol)
7. [Cleaning SOP](#7-cleaning-sop)
8. [Maintenance Protocol](#8-maintenance-protocol)
9. [Emergency Procedures](#9-emergency-procedures)
10. [Review Management](#10-review-management)
11. [Financial & Reporting](#11-financial--reporting)
12. [Technology Stack](#12-technology-stack)
13. [Supply & Inventory Management](#13-supply--inventory-management)
14. [Quality Assurance Audits](#14-quality-assurance-audits)
15. [Owner Communication Schedule](#15-owner-communication-schedule)

---

## 1. Guest Communication Timeline

### Communication Cadence

| Timing | Action | Channel | Owner |
|---|---|---|---|
| Immediately after booking | Booking confirmation + expectations | Airbnb messages | Auto (Hospitable) |
| 7 days before check-in | Pre-arrival: travel tips, weather, directions | Airbnb messages | Auto (Hospitable) |
| 3 days before check-in | Check-in preview: address, parking, what to expect | Airbnb messages | Auto (Hospitable) |
| Day of check-in (9 AM) | Door code + full check-in guide | Airbnb messages | Auto (Hospitable) |
| Day of check-in (2 PM) | "Ready early" notification (if applicable) | Airbnb messages | Manual or auto |
| Morning after check-in (9 AM) | Wellness check: "Everything good?" | Airbnb messages | Auto (Hospitable) |
| Mid-stay (day 3 of 5+ night stays) | Check-in: "Need anything? Supplies OK?" | Airbnb messages | Auto (Hospitable) |
| Day before checkout (6 PM) | Checkout reminder + instructions | Airbnb messages | Auto (Hospitable) |
| Day of checkout (11 AM) | Thank you + review request preview | Airbnb messages | Auto (Hospitable) |
| Day after checkout | Review request (if not already left) | Airbnb messages | Auto (Hospitable) |

### Response Time SLAs

| Message Type | Response Target | Escalation |
|---|---|---|
| General inquiry / pre-booking | < 1 hour (8 AM – 10 PM) | N/A |
| During-stay question (non-urgent) | < 2 hours | N/A |
| During-stay issue (moderate) | < 30 minutes | Text/phone call to guest |
| Emergency (water, fire, lockout, injury) | < 5 minutes | Phone call immediately |
| After-hours non-emergency | By 9 AM next morning | N/A |

---

## 2. Message Templates

### 2.1 — Booking Confirmation (Sent Immediately)

```
Hi {{guest_first_name}},

Thank you for booking {{property_name}}! We're excited to host you.

A few quick details:

📍 Address: {{property_address}} (full check-in guide sent 3 days before arrival)
🔑 Check-in: After {{check_in_time}} on {{check_in_date}}
🚪 Check-out: Before {{check_out_time}} on {{check_out_date}}

You'll receive a unique door code the morning of your arrival. No keys to worry about.

If you have any questions between now and your stay, reply here anytime.

See you soon!

— {{host_name}}
```

### 2.2 — Pre-Arrival (7 Days Before)

```
Hi {{guest_first_name}},

Just one week until your stay at {{property_name}}! A few things to help you prepare:

🌤 Weather is looking like {{weather_summary}} — pack accordingly!
🚗 Parking: {{parking_instructions}}
📍 Nearby: We're {{distance}} from {{landmark_1}}, {{landmark_2}}, and {{landmark_3}}.

Your full check-in guide with door code will arrive the morning of your stay.

Anything you're wondering about? Reply here — happy to help.

— {{host_name}}
```

### 2.3 — Check-In Guide (Morning of Arrival)

```
Hi {{guest_first_name}},

Welcome to {{property_name}}! Your door code is active now.

━━━ DOOR CODE ━━━
🔐 {{door_code}}
━━━━━━━━━━━━━━━━

HOW TO USE THE LOCK:
1. Press any button to wake the screen
2. Enter: {{door_code}}
3. Press the ✓ (checkmark) button
4. Turn the deadbolt

📍 ADDRESS: {{property_address}}
🚗 PARKING: {{parking_instructions}}

🏠 ENTERING:
• The lock is on the {{front_door / side_door / etc.}}
• Lights are on a sensor — they'll come on automatically
• WiFi: {{wifi_name}}  |  Password: {{wifi_password}}
• Thermostat is set to {{temp}}° — adjust as you like

📋 HOUSE RULES (quick version):
• Quiet hours: 10 PM – 8 AM (strict — we have a noise monitor)
• No parties or unregistered guests
• No smoking anywhere on the property (${{smoking_fine}} fee)
• Max occupancy: {{max_occupancy}}

📞 NEED HELP?
• Reply here on Airbnb (fastest)
• Emergency: call or text {{emergency_phone}}

Enjoy your stay!

— {{host_name}}
```

### 2.4 — Morning-After Check-In

```
Good morning {{guest_first_name}}!

Just checking in — did you settle in okay? Everything up to standard?

If you need anything at all — more towels, restaurant recommendations, thermostat help — just reply here. Happy to help.

Enjoy your day!

— {{host_name}}
```

### 2.5 — Mid-Stay Check (Day 3 of 5+ Night Stays)

```
Hi {{guest_first_name}},

Hope you're having a great stay so far!

Quick check — do you need anything? Extra towels, supplies, or local recommendations for the rest of your trip?

Just reply here and I'll take care of it.

— {{host_name}}
```

### 2.6 — Checkout Reminder (Day Before, 6 PM)

```
Hi {{guest_first_name}},

Hope you've had a wonderful stay at {{property_name}}!

Just a friendly reminder: checkout is tomorrow before {{check_out_time}}.

CHECKOUT CHECKLIST:
☐ Gather all used towels and place in {{towel_location}}
☐ Run the dishwasher with any used dishes
☐ Take out trash to {{trash_location}}
☐ Lock all windows and doors
☐ Turn off lights, AC/heating

When you're ready to leave, just lock the door behind you — the code will deactivate automatically at checkout time.

Safe travels, and thank you for staying with us!

— {{host_name}}
```

### 2.7 — Post-Checkout (Day After)

```
Hi {{guest_first_name}},

Thank you for staying at {{property_name}}! We hope you had a great time.

We've just left you a review and would really appreciate one in return — it helps future guests find us and helps us keep improving.

If anything during your stay wasn't 5-star quality, I'd love to hear about it directly so we can fix it for next time. Just reply here.

Thanks again, and we'd love to host you next time you're in town!

— {{host_name}}
```

---

## 3. Guest Screening Protocol

### Automatic Screening (Platform Settings)

Configure in Airbnb:
- [ ] **Government ID required** — ON
- [ ] **Positive reviews from other hosts** — Recommended for instant book
- [ ] **No local guests** (same-city bookings) — Instant book restriction where available
- [ ] **Minimum 1–2 night stay** — Discourages party bookers

### Manual Screening (For Inquiry Bookings)

When a guest sends an inquiry (not instant book), review before accepting:

| Check | Pass If | Red Flag If |
|---|---|---|
| Profile photo | Clear face photo | No photo, stock image, group shot only |
| Reviews from other hosts | 3+ positive reviews, no red flags | Zero reviews OR multiple complaints about cleanliness/noise |
| Identity verified | Airbnb "Identity Verified" badge | No badge |
| Joined date | Any | Brand new account + no reviews + local booking = decline |
| Message tone | Respectful, answers questions | Vague: "coming to town with friends," avoids details |
| Guest count | Matches property capacity | Asks about "extra guests" or "how many can fit" |
| Purpose of stay | Specific reason given | "Just hanging out," "celebration," "birthday weekend" |

### Decline Script (When You Need to Say No)

```
Hi {{guest_first_name}},

Thank you for your interest in {{property_name}}. Unfortunately, we're unable to accommodate this booking at this time.

We wish you the best in finding a great place for your stay.

— {{host_name}}
```

**Rule:** Never explain why. Explanation invites argument. Short, professional, final.

### Instant Book Settings

```
Recommended Configuration:

• Good track record required: ON
• Government ID required: ON
• 1+ positive reviews: ON (if available in your market)
• No negative reviews: ON
• Advance notice: 1 day (allows last-minute bookings)
• Booking window: Open up to 6 months out
```

---

## 4. Check-In & Access Management

### Smart Lock Setup

**Before each guest:**
1. Generate a **unique 4–6 digit code** (never reuse codes)
2. Use the guest's **last 4 digits of their phone number** (easy to remember, personalized) OR generate a random code
3. Program the code with activation: **check-in time** and expiration: **checkout time + 1 hour**
4. Log the code in your property management tracker

**Preferred lock models:**
- Schlage Encode (built-in WiFi, no hub needed)
- Yale Assure Lock 2 (WiFi or Z-Wave)
- August Smart Lock Pro (retrofit — works with existing deadbolt)

### Backup Access Plan

Every property must have a **physical backup key** in a lockbox.

```
Lockbox location: [HIDDEN LOCATION — not obvious from street]
Lockbox code: [DIFFERENT from door code]
Key inside: [PHYSICAL KEY that works on at least one door]

When to use:
• Smart lock battery dies
• Smart lock malfunctions
• WiFi outage prevents remote code changes
• Guest locks themselves out
```

### Self Check-In Flow (For the Guest)

```
1. Guest arrives at property
2. Locates smart lock on [DOOR DESCRIPTION]
3. Wakes lock by pressing any button
4. Enters code: XXXX
5. Presses ✓ (check) or # (depending on model)
6. Deadbolt retracts → enter

If issues:
• Guest messages/calls host
• Host verifies code remotely via lock app
• If lock malfunction: direct guest to backup lockbox
• Host schedules lock repair/replacement after checkout
```

---

## 5. During-Stay Operations

### Issue Resolution Triage

```
GUEST REPORTS AN ISSUE
        │
        ▼
┌───────────────────┐
│ Is it an emergency?│ ─── YES ──→ Emergency Protocol (§9)
│ (water, fire,     │
│  injury, lockout) │
└───────────────────┘
        │ NO
        ▼
┌───────────────────┐
│ Can it be fixed   │ ─── YES ──→ Fix it now.
│ remotely?         │             (WiFi reset, thermostat
│ (instructions,    │              adjustment, appliance tips)
│  troubleshooting) │
└───────────────────┘
        │ NO
        ▼
┌───────────────────┐
│ Does it prevent   │ ─── YES ──→ Dispatch immediately.
│ habitability?     │             (No heat/AC, no water,
│                   │              no power, toilet broken)
└───────────────────┘
        │ NO
        ▼
┌───────────────────┐
│ Minor issue       │
│ (light bulb,      │
│  squeaky door,    │
│  slow drain)      │
└───────────────────┘
        │
        ▼
   Log it. Fix after checkout.
   Inform guest: "We'll take care of this after your stay. 
   Thank you for letting us know!"
```

### Common Guest Issues & Responses

| Issue | First Response | Backup Plan | Owner Notified? |
|---|---|---|---|
| WiFi not working | Send router reset instructions (photo of router) | Provide mobile hotspot info / neighbor WiFi | Only if hardware replacement needed |
| Thermostat confusion | Send photo of thermostat with arrows showing which buttons to press | Adjust remotely via smart thermostat app | No |
| TV/streaming not working | Send instructions for input/source selection | Suggest they use their own device with WiFi | No |
| Neighbor noise complaint | Apologize, ask for specifics, contact neighbor if appropriate | Offer partial refund if severe | Yes — same day |
| Pest sighting (one bug) | Apologize, explain (seasonal / geographic), offer to send pest control | Dispatch pest control next day | Yes — same day |
| Appliance broken | Apologize, offer workaround, schedule repair | Offer refund for affected nights | Yes — same day |
| Locked out | Remote unlock or backup lockbox code | Dispatch locksmith ($50–$150) | No (unless locksmith called) |

---

## 6. Check-Out Protocol

### Guest Departure Window

```
Checkout time: {{check_out_time}} (typically 10 AM or 11 AM)

15 minutes after checkout:
  → Smart lock code expires automatically
  → If code fails to expire, manually deactivate

30 minutes after checkout:
  → If guest hasn't messaged confirming departure, send: 
    "Hi {{guest_first_name}}, just confirming you've checked out okay? 
     Our cleaner is on the way. Thanks!"

1 hour after checkout:
  → If no response and smart lock shows no exit activity:
    Contact guest by phone. If unreachable, proceed to property
    for visual confirmation.
```

### Post-Checkout Inspection

Cleaner performs this inspection BEFORE beginning cleaning. Photos required for each item with issues.

```
POST-CHECKOUT INSPECTION CHECKLIST

☐ Walk through every room. Any damage beyond normal wear?
☐ Take photos of any damage BEFORE touching anything
☐ Check: All windows closed and locked?
☐ Check: All doors locked?
☐ Check: All lights off?
☐ Check: All appliances off? (stove, oven, iron, coffee maker, etc.)
☐ Check: Trash removed by guest? (If not, note for extra charge)
☐ Check: All towels/linens accounted for? (Count vs. inventory)
☐ Check: Missing or broken items? (Kitchenware, decor, electronics, remotes)
☐ Check: Excessive mess beyond normal? (Confetti, stains on walls, etc.)
☐ Check: Unauthorized pets? (Pet hair, odor, damage)
☐ Check: Smoking evidence? (Smell, ashes, burns)
☐ Check: Any personal items left behind?

If ANY item above is flagged:
  → Photograph immediately
  → Send photos to host/manager in dedicated WhatsApp/Slack channel
  → Host determines: charge security deposit, file AirCover claim, or absorb
  
If major damage:
  → DO NOT CLEAN THE AFFECTED AREA until photos are taken from multiple angles
  → Host files AirCover claim within 14 days (Airbnb deadline)
  → Host obtains repair/replacement quotes within 72 hours
```

### Guest Left Items Protocol

```
1. Photograph the item where found
2. Message guest: "Hi {{guest_first_name}}, our cleaner found 
   {{item_description}} at the property. Would you like us to ship it back?"
3. If yes: 
   → Guest covers shipping cost (send them a payment request)
   → Ship within 48 hours with tracking
   → Send tracking number to guest
4. If no or no response within 72 hours:
   → Hold for 30 days
   → After 30 days: donate or discard
   → Document disposal/donation
```

---

## 7. Cleaning SOP

### Cleaning Standards

```
GOLDEN RULE: Clean every property as if your mother is doing the inspection.

STANDARD: No hair. No dust. No fingerprints. No odors. No exceptions.
```

### Cleaning Supplies Master List (Per Property)

```
KITCHEN:
☐ All-purpose cleaner
☐ Glass cleaner
☐ Degreaser
☐ Dish soap
☐ Dishwasher pods (5+ in stock)
☐ Sponges (2+ in stock, replaced every 2 weeks)
☐ Paper towels (2+ rolls in stock)
☐ Trash bags (10+ in stock)
☐ Microfiber cloths (10+ per property)
☐ Oven cleaner (if applicable)
☐ Stainless steel cleaner (if applicable)

BATHROOM:
☐ Bathroom cleaner (tub/shower/sink)
☐ Toilet bowl cleaner + brush
☐ Glass/mirror cleaner
☐ Mildew remover
☐ Disinfectant spray
☐ Gloves
☐ Toilet paper (6+ rolls in stock)
☐ Tissues (2+ boxes in stock)

GENERAL:
☐ Vacuum cleaner (with spare bags if bagged)
☐ Mop + bucket
☐ Broom + dustpan
☐ Disinfectant wipes
☐ Lint rollers
☐ Febreze or fabric refresher (unscented)
☐ Stain remover (OxiClean or similar)

LAUNDRY:
☐ Laundry detergent (unscented / hypoallergenic)
☐ Dryer sheets (unscented)
☐ Stain treatment spray
☐ Lint trap brush
```

### Turnover Cleaning Checklist

```
CLEANER: Complete this checklist every turnover. 
Take photos of each room AFTER cleaning. Upload to [TurnoverBnB / shared album].

BEDROOMS (repeat per bedroom):

☐ Strip all bedding (sheets, pillowcases, duvet cover, mattress protector)
☐ Inspect mattress protector for stains — replace if stained
☐ Check under bed for guest items / trash
☐ Vacuum under bed
☐ Make bed with fresh sheets:
   — Fitted sheet (crease-free, tight corners)
   — Flat sheet (hospital corners OR tucked)
   — Duvet/comforter in clean cover
   — Pillows: 2 per side, fluffed, in clean pillowcases
   — Pillow arrangement: stacked OR layered (per property photo standard)
☐ Dust all surfaces: headboard, nightstands, lamps, picture frames
☐ Wipe nightstands with disinfectant
☐ Vacuum floor (including edges and corners)
☐ Mop hard floors
☐ Check curtains/blinds: clean, functional, in correct position
☐ Empty and wipe trash can, replace liner
☐ Check closet: empty of guest items, hangers present and orderly
☐ Final sweep: no hair, no dust, no fingerprints

LIVING ROOM:

☐ Fluff and arrange all cushions per photo standard
☐ Check under cushions for debris / guest items
☐ Vacuum upholstery (use attachment)
☐ Dust all surfaces: coffee table, side tables, TV stand, shelves
☐ Wipe all hard surfaces with disinfectant
☐ Clean TV screen and remote controls (disinfect remotes)
☐ Vacuum floor, including under furniture
☐ Mop hard floors
☐ Empty and wipe trash can, replace liner
☐ Check: all light bulbs working?
☐ Check: all electronics working? (TV turns on, stream works)
☐ Final sweep: no hair, no dust, no fingerprints / smudges

KITCHEN:

☐ Wash ALL dishes (even "clean" ones in cabinets — dusty = rewash)
☐ Run dishwasher empty with cleaning tablet (monthly)
☐ Clean sink: scrub, rinse, dry, polish faucet (NO water spots)
☐ Clean stovetop: degrease, wipe, polish
☐ Clean inside microwave: walls, ceiling, turntable
☐ Clean outside of all appliances (fingerprints)
☐ Wipe all countertops
☐ Wipe all cabinet fronts (especially around handles)
☐ Clean inside refrigerator:
   — Remove any left food
   — Wipe all shelves
   — Check for odors
☐ Clean inside oven (if used — monthly deep clean)
☐ Restock:
   — Coffee station: coffee, tea, sugar, creamer packs
   — Paper towels: 1 full roll on holder + 1 spare visible
   — Dish soap + sponge at sink
   — Dishwasher pods: 3+ in container
   — Trash bags: 3+ under sink
☐ Sweep floor
☐ Mop floor
☐ Take out all trash and recycling
☐ Final sweep: no crumbs, no fingerprints, no water spots on sink

BATHROOMS (repeat per bathroom):

☐ Spray shower/tub with cleaner, let sit 5 minutes
☐ Scrub shower/tub: walls, floor, fixtures, corners
☐ Rinse thoroughly — NO cleaner residue
☐ Clean shower head (descale monthly if hard water)
☐ Clean glass shower door: squeegee, then glass cleaner (NO streaks)
☐ Clean toilet: inside bowl, under rim, seat (top and bottom), lid, base, floor around
☐ Clean sink: scrub, rinse, dry, polish faucet
☐ Clean mirror: glass cleaner, lint-free cloth (NO streaks)
☐ Wipe all surfaces: counter, shelves, cabinet
☐ Check: toilet paper stocked (2+ full rolls)
☐ Check: hand soap filled
☐ Check: tissues stocked
☐ Check: shampoo, conditioner, body wash filled (if provided)
☐ Hang fresh towels:
   — Bath towels: 1 per guest (folded in thirds OR hung)
   — Hand towels: 1 per sink
   — Washcloths: 1 per guest
   — Bath mat: laid flat
☐ Sweep floor
☐ Mop floor (especially behind toilet)
☐ Empty and wipe trash can, replace liner
☐ Final sweep: no hair, no water spots, no streaks on mirror

ENTRY / HALLWAY / COMMON AREAS:

☐ Sweep/mop entry floor
☐ Wipe front door handle (inside and out)
☐ Dust hallway surfaces
☐ Check: all doors close properly
☐ Final sweep: guest's first impression is this space — make it perfect
```

### Cleaning Photo Verification

After cleaning, cleaner must upload photos to the shared album:

```
REQUIRED PHOTOS (minimum):

1. Kitchen — wide shot showing countertops + sink
2. Kitchen — close-up of sink (prove it's dry and polished)
3. Living room — wide shot from entry
4. Living room — close-up of coffee table (prove no dust/fingerprints)
5. Each bedroom — wide shot showing made bed
6. Each bedroom — close-up of nightstand
7. Each bathroom — wide shot
8. Each bathroom — close-up of mirror (prove streak-free)
9. Each bathroom — close-up of toilet
10. Entry area — wide shot

Host/Manager reviews photos within 2 hours of upload.
If any photo fails standard → cleaner returns to fix, no additional fee.
```

### Laundry Protocol

```
ON-SITE LAUNDRY:
☐ Start first load (sheets) at beginning of clean
☐ Start second load (towels) when first load moves to dryer
☐ Fold/hang immediately when dry — do NOT leave in dryer or basket
☐ Inspect every item for stains before putting away
☐ Stained items → treat and rewash OR retire to "backup" stash

OFF-SITE LAUNDRY:
☐ Cleaner takes all dirty linens
☐ Cleaner brings fresh, pre-laundered linens for turnover
☐ Linens stored in sealed bags/containers
☐ Each property has 3 full sets:
   — Set 1: On beds
   — Set 2: In linen closet (backup during stay)
   — Set 3: With cleaner (being laundered)

LINEN PAR STOCK (per bedroom):
☐ 3 fitted sheets
☐ 3 flat sheets
☐ 6 pillowcases (2 per pillow)
☐ 2 duvet covers
☐ 2 mattress protectors
☐ 2 extra blankets (in closet)

TOWEL PAR STOCK (per bathroom):
☐ 6 bath towels
☐ 6 hand towels
☐ 6 washcloths
☐ 2 bath mats
☐ 2 extra towel sets (in closet for guest use during stay)
```

---

## 8. Maintenance Protocol

### Maintenance Triage

```
ISSUE REPORTED
      │
      ▼
┌────────────────────────────────────────┐
│ EMERGENCY?                             │
│ (Water flowing, no heat in freezing    │
│  temps, gas smell, electrical fire,    │
│  total power loss, lock failure        │
│  preventing entry)                     │
└────────────────────────────────────────┘
      │ YES                    │ NO
      ▼                        ▼
EMERGENCY PROTOCOL      ┌────────────────────────┐
(§9)                    │ URGENT?                 │
                        │ (No AC in hot weather,  │
                        │  toilet not flushing,   │
                        │  fridge not cooling,    │
                        │  key appliance broken)  │
                        └────────────────────────┘
                              │ YES          │ NO
                              ▼              ▼
                        Fix within 24h   ┌──────────────┐
                        Dispatch today    │ ROUTINE?      │
                                         │ (Light bulb,   │
                                         │  slow drain,   │
                                         │  squeaky door, │
                                         │  cosmetic fix) │
                                         └──────────────┘
                                              │
                                              ▼
                                         Log it.
                                         Fix after checkout
                                         or during next
                                         maintenance window
```

### Authorization Thresholds

```
Manager is authorized to approve repairs WITHOUT owner approval:

• Up to $[200] per incident (routine maintenance)
• Up to $[500] for emergency repairs (protecting people or property)

Manager MUST obtain owner approval for:

• Any repair exceeding $[200]
• Any repair involving structural, electrical, or plumbing systems
• Replacement of major appliances ($300+)
• Cosmetic upgrades or improvements

Exception: If delay would cause further damage or safety risk,
Manager may authorize up to $[500] and notify Owner within 2 hours.
```

### Vendor Management

```
PRIMARY VENDOR LIST (maintained per property):

Plumber:       [NAME] | [PHONE] | [RATE] | [HOURS]
Electrician:   [NAME] | [PHONE] | [RATE] | [HOURS]
HVAC:          [NAME] | [PHONE] | [RATE] | [HOURS]
Handyman:      [NAME] | [PHONE] | [RATE] | [HOURS]
Locksmith:     [NAME] | [PHONE] | [RATE] | [HOURS]
Pest Control:  [NAME] | [PHONE] | [RATE] | [HOURS]
Appliance:     [NAME] | [PHONE] | [RATE] | [HOURS]
Roofer:        [NAME] | [PHONE] | [RATE] | [HOURS]

BACKUP VENDOR LIST (if primary unavailable):

Plumber:       [NAME] | [PHONE]
Electrician:   [NAME] | [PHONE]
Handyman:      [NAME] | [PHONE]

VENDOR RULES:
1. Always get quote BEFORE work begins (emergencies excepted)
2. Take before/after photos of all work
3. Get invoice within 48 hours
4. Pay within Net-15 (build relationships with your vendors)
5. Rate-check annually — get competing quotes
```

---

## 9. Emergency Procedures

### EMERGENCY CONTACT CARD

*Print this and post inside a kitchen cabinet at every property. Also save as a note in your phone.*

```
━━━ EMERGENCY CONTACTS ━━━

🚨 POLICE / FIRE / AMBULANCE: 911

Property Address: {{full_address}}
Cross Streets: {{cross_streets}}

Host/Manager: {{name}} — {{phone}}
Backup Contact: {{name}} — {{phone}}

Nearest Hospital: {{name}} — {{address}} — {{phone}}
Poison Control: 1-800-222-1222

Gas Company: {{name}} — {{emergency_phone}}
Electric Company: {{name}} — {{emergency_phone}}
Water Company: {{name}} — {{emergency_phone}}

Plumber (24/7): {{name}} — {{phone}}
Locksmith (24/7): {{name}} — {{phone}}

━━━━━━━━━━━━━━━━━━━━━━━
```

### 9.1 — Water Leak / Flood

```
UPON DISCOVERY:
1. Tell guest: locate main water shutoff valve (show location in house manual)
2. Guest turns off water at main valve
3. Guest moves valuables away from water
4. Host dispatches plumber immediately (emergency rate OK)
5. Host calls owner within 15 minutes
6. If water is from above (roof leak, upstairs unit):
   → Contact upstairs neighbor or building management
   → If ceiling is bulging: EVACUATE THAT ROOM (ceiling collapse risk)

AFTER PLUMBER ARRIVES:
7. Plumber assesses and stops the source
8. Document all damage with photos
9. If significant water damage (> 10 sq ft affected):
   → Call water mitigation company (ServPro, etc.)
   → Begin drying immediately to prevent mold
10. Determine if property is habitable for guest:
    → If YES: Offer guest inconvenience credit ($50–$100/night affected)
    → If NO: Help guest find alternative accommodation, refund remaining nights
11. File insurance claim if damage exceeds deductible
12. File AirCover claim for guest-caused plumbing issues
```

### 9.2 — Fire or Smoke

```
IF GUEST REPORTS FIRE:
1. Tell guest: EVACUATE IMMEDIATELY. Do not gather belongings.
2. Guest calls 911
3. Host calls 911 separately to confirm dispatch
4. Host proceeds to property (if safe to do so)
5. Host calls owner immediately

IF FIRE DEPARTMENT RESPONDS:
6. Obtain incident report number
7. Contact insurance company within 24 hours
8. Document all damage with photos
9. Cancel all upcoming bookings
10. Contact Airbnb to explain situation (they assist with guest relocation)

SMOKE ALARM CHIRPING (low battery):
→ Dispatch handyman within 4 hours to replace battery
→ DO NOT tell guest to do it themselves (liability)
```

### 9.3 — Guest Lockout

```
1. Guest contacts host: "I can't get in" or "Code isn't working"

2. Host attempts remote unlock via smart lock app:
   → If successful: "Door should be unlocked now. Try again?"

3. If remote unlock fails:
   → Give guest backup lockbox code
   → "There's a lockbox at {{location}}. Code: {{XXXX}}. Key inside."

4. If lockbox also fails or is inaccessible:
   → Dispatch locksmith immediately
   → Host goes to property if within 30 minutes
   → Offer to pay for guest coffee/meal while they wait

5. After resolution:
   → Investigate root cause (dead battery, lock malfunction, user error)
   → Replace batteries if below 20%
   → Test lock thoroughly
   → Regenerate door code for security
```

### 9.4 — Guest Injury or Illness

```
MINOR INJURY (cut, bruise, headache):
→ Direct guest to first aid kit location (under kitchen sink or bathroom cabinet)
→ Offer to bring supplies if needed

MODERATE INJURY (sprain, burn, allergic reaction):
→ Ask guest if they want medical attention
→ Provide nearest urgent care address and hours
→ Offer to call them a ride (Uber/Lyft)
→ Follow up in 2 hours to check on them

SERIOUS INJURY (fall, head injury, difficulty breathing, severe bleeding):
→ Tell guest: Call 911 immediately
→ Host calls 911 separately with property address
→ Host or backup proceeds to property
→ Do NOT move the injured person unless they are in immediate danger
→ Document incident thoroughly (time, what happened, actions taken)
→ File incident report with Airbnb within 24 hours
→ Contact your insurance provider
→ Notify owner
```

### 9.5 — Power Outage

```
1. Guest reports power is out

2. Host checks:
   → Is it just this property or the whole neighborhood?
   → Check utility company outage map online
   → Ask guest to check circuit breaker panel:
     "Look for a gray metal panel, usually in the garage, basement, 
      or utility closet. See if any switches are in the OFF or middle position."

3. If breaker tripped:
   → Guide guest to flip fully to OFF, then back to ON
   → If it trips again: DO NOT reset again. Call electrician.

4. If neighborhood outage:
   → Tell guest estimated restoration time (from utility company)
   → Provide flashlights/lanterns location in property
   → If outage > 4 hours: offer to bring battery packs, ice for fridge
   → If outage > 12 hours and temperature extreme: help guest relocate

5. If property-only outage:
   → Dispatch electrician (emergency call)
   → Notify owner
```

### 9.6 — Noise Complaint / Party

```
IF NEIGHBOR REPORTS NOISE:
1. Thank neighbor, apologize, assure them you'll handle it immediately
2. Check noise monitor app (Minut / NoiseAware):
   → If decibel levels elevated: confirmed issue
3. Message guest on Airbnb (DO NOT CALL — create paper trail):
   "Hi {{guest_first_name}}, we've received a noise complaint 
    from a neighbor. Our quiet hours are 10 PM – 8 AM. 
    Please bring the noise level down immediately. 
    This is your one and only warning."
4. If noise continues 30 minutes later:
   → Call guest directly
   → "This is your final warning. If noise continues, 
      Airbnb will be contacted and you may be asked to leave."
5. If noise STILL continues after final warning:
   → Contact Airbnb Trust & Safety
   → Request guest removal
   → Document everything (noise monitor logs, messages, times)

IF EVIDENCE OF PARTY (noise monitor + guest count + disorder):
→ Skip steps 1–4. Go directly to:
   1. Contact Airbnb Trust & Safety
   2. Call local police non-emergency if needed
   3. Proceed to property (do not enter if you feel unsafe)
   4. Request immediate guest removal
   5. Document everything for AirCover claim
```

### 9.7 — Gas Smell

```
IF GUEST SMELLS GAS:
1. Tell guest: EVACUATE IMMEDIATELY
2. DO NOT: turn on/off any lights or electronics, use phone inside, 
   light matches, or do anything that could create a spark
3. Once outside and at a safe distance (50+ feet):
   → Call gas company emergency line
   → Call 911
4. Host calls gas company and 911 separately
5. Do NOT re-enter until cleared by gas company or fire department
6. Notify owner immediately
```

---

## 10. Review Management

### Review Strategy

```
GOAL: 4.8+ average rating across all properties
WHY: Airbnb search algorithm heavily weights review scores. 
     4.8+ = priority placement. Below 4.5 = significant visibility drop.
```

### When to Leave Reviews

```
HOST REVIEWS GUEST:

→ Leave review within 24 hours of checkout
→ Template for great guests:
  "{{guest_first_name}} was a wonderful guest — respectful, 
   communicative, and left the property in great condition. 
   Welcome back anytime!"
   
→ Template for fine-but-not-great guests:
  "{{guest_first_name}} stayed with us. Thank you."
  (Short, neutral, doesn't hurt their rating but doesn't glow)

→ For problem guests:
  Be factual. No emotion. Airbnb may review disputes.
  "Guest violated house rules regarding [quiet hours / occupancy / smoking]. 
   Would not host again."
```

### Responding to Guest Reviews

```
RESPONSE TO POSITIVE REVIEWS (4-5 stars):
Respond to ALL positive reviews. Shows you're engaged.

Template:
"Thank you so much, {{guest_first_name}}! We loved hosting you 
and would welcome you back anytime. Safe travels!"

RESPONSE TO MIXED/NEGATIVE REVIEWS (<5 stars):
Respond publicly within 48 hours. Critical for future guests to see.

Template structure:
1. Thank them
2. Acknowledge the specific feedback
3. Explain what you're doing to fix it
4. Invite them back

Example:
"Thank you for your feedback, {{guest_first_name}}. We appreciate you 
letting us know about the [specific issue]. We've since [action taken 
to fix it]. We'd love the opportunity to host you again and provide 
the 5-star experience we're known for."

NEVER:
✗ Get defensive or argue
✗ Blame the guest
✗ Mention refunds or money publicly
✗ Leave negative reviews without responding — it looks like you don't care
```

### Review Score Recovery

```
IF SCORE DROPS BELOW 4.8:

Week 1-2: Identify the issue
→ Review all sub-4-star feedback from past 90 days
→ Categorize: Cleanliness / Communication / Accuracy / Value / Location
→ If cleanliness: audit cleaning team, may need new cleaners
→ If communication: review message response times, check templates
→ If accuracy: update listing description and photos
→ If value: adjust pricing

Week 3-4: Fix the root cause
→ Implement changes
→ Personally inspect property before next 3 guests
→ Add a "welcome gift" for next 5 guests (wine, snacks, local item)
→ Send a personal video message to next 5 guests before arrival

Week 5-8: Rebuild
→ Focus on collecting new 5-star reviews
→ Improve guest experience wherever possible
→ Consider lowering price temporarily to increase booking volume
  (more bookings = more reviews = faster score recovery)
```

---

## 11. Financial & Reporting

### Monthly Owner Statement

*Send to owner by the 5th of each month for the prior month.*

```
━━━ MONTHLY PROPERTY REPORT ━━━
Property: {{property_name}} / {{property_address}}
Month: {{month}}, {{year}}
Prepared by: {{manager_name}} | {{date_prepared}}

PERFORMANCE SUMMARY:
┌─────────────────────────────────────────────┐
│ Total Booked Nights:     {{N}}              │
│ Occupancy Rate:          {{XX}}%            │
│ Average Nightly Rate:    ${{XXX}}           │
│ Average Stay Length:     {{X.X}} nights     │
│ Guest Satisfaction:      {{X.X}} / 5.0      │
└─────────────────────────────────────────────┘

REVENUE:
  Gross Booking Revenue:           ${{X,XXX}}
  Cleaning Fees Collected:         ${{XXX}}
  Other Fees (pet, extra guest):   ${{XXX}}
  ─────────────────────────────────────
  TOTAL GROSS REVENUE:             ${{X,XXX}}

EXPENSES:
  Airbnb Service Fee:             –${{XXX}}
  Manager Fee ({{XX}}%):          –${{XXX}}
  Cleaning Costs:                 –${{XXX}}
  Supplies:                       –${{XXX}}
  Maintenance & Repairs:          –${{XXX}}
  Software Subscriptions:         –${{XXX}}
  Other:                          –${{XXX}}
  ─────────────────────────────────────
  TOTAL EXPENSES:                 –${{X,XXX}}

NET PAYOUT TO OWNER:              ${{X,XXX}}

DETAILED BOOKINGS:
┌──────────┬──────────┬──────────┬──────────┬──────────┐
│ Guest    │ Check-In │ Check-Out│ Nights   │ Revenue  │
├──────────┼──────────┼──────────┼──────────┼──────────┤
│ {{name}} │ {{date}} │ {{date}} │ {{N}}    │ ${{XXX}} │
│ ...      │ ...      │ ...      │ ...      │ ...      │
└──────────┴──────────┴──────────┴──────────┴──────────┘

MAINTENANCE LOG:
┌──────────┬─────────────────────────┬──────────┐
│ Date     │ Description             │ Cost     │
├──────────┼─────────────────────────┼──────────┤
│ {{date}} │ {{description}}         │ ${{XXX}} │
└──────────┴─────────────────────────┴──────────┘

UPCOMING:
  • Bookings next 30 days: {{N}}
  • Projected revenue next month: ${{X,XXX}}
  • Scheduled maintenance: {{description}} on {{date}}
  • Supplies needed: {{list}}

NOTES:
{{any notable events, guest feedback trends, issues resolved, etc.}}
```

### Expense Tracking

*Maintain a running spreadsheet per property. Track every penny.*

```
COLUMNS TO TRACK:

Date | Category | Description | Vendor | Amount | Paid By | Receipt? | Notes

CATEGORIES:
• Cleaning
• Supplies (consumables)
• Maintenance & Repairs
• Software (PMS, pricing, messaging)
• Marketing (photography, listing fees)
• Insurance
• Permits & Licenses
• Utilities (if manager pays)
• Other

RECEIPT RULES:
• Keep digital copies of ALL receipts
• Photograph physical receipts immediately
• Store in: Google Drive / Dropbox > [Property Name] > Expenses > [Year-Month]
• File name format: YYYY-MM-DD_Category_Description_Amount.pdf
```

---

## 12. Technology Stack

### Core Software Stack

```
DYNAMIC PRICING:
☐ PriceLabs OR Beyond Pricing OR Wheelhouse
   → Connected to: Airbnb, VRBO
   → Review pricing at least 1x/week
   → Adjust base price for major events 30+ days out
   → Set minimum price: never below cleaning cost + $20

GUEST MESSAGING:
☐ Hospitable (auto-messages + unified inbox)
   OR
☐ Airbnb scheduled messages (free, limited)

CHANNEL MANAGER (if multi-platform):
☐ Guesty OR Hostfully OR Lodgify
   → Keeps calendars synced across Airbnb, VRBO, Booking.com
   → Single dashboard for all properties

CLEANING MANAGEMENT:
☐ TurnoverBnB OR Breezeway
   → Auto-schedules cleaners after each booking
   → Cleaner checklist + photo upload
   → Cleaner payment tracking

NOISE MONITORING:
☐ Minut OR NoiseAware
   → Decibel monitoring (no audio recording)
   → Alerts at [configurable threshold]
   → Monthly report for owner

SMART LOCK:
☐ Schlage Encode app OR Yale Access app OR August app
   → Generate/delete codes remotely
   → View lock activity log

FINANCIAL TRACKING:
☐ QuickBooks Self-Employed OR Wave (free) OR Google Sheets
   → Track all income and expenses per property
   → Generate monthly owner statements
```

### Weekly Technology Checklist

```
EVERY MONDAY:
☐ Review pricing for all properties (adjust base price if needed)
☐ Check calendar for next 30 days — any gap nights? Adjust pricing/length requirements
☐ Review noise monitor logs from past week — any alerts?
☐ Check smart lock batteries for all properties (replace if < 20%)
☐ Send pending invoices to owners

EVERY FRIDAY:
☐ Review guest messages from past week — any patterns or issues?
☐ Check upcoming check-ins for next 7 days — all door codes generated?
☐ Review cleaner feedback — any supply shortages?
```

---

## 13. Supply & Inventory Management

### Consumable Supply Par Levels

```
PER PROPERTY — MINIMUM STOCK AT ALL TIMES:

KITCHEN:
☐ Paper towels: 2 rolls minimum
☐ Trash bags: 10 minimum
☐ Dish soap: 1 full bottle minimum + 1 backup
☐ Dishwasher pods: 5 minimum
☐ Sponges: 2 new in package
☐ Coffee: 1 full bag/box minimum + 1 backup
☐ Coffee filters (if needed): 30 minimum
☐ Tea assortment: 10+ bags minimum
☐ Sugar / sweetener packets: 20 minimum
☐ Cooking oil spray: 1 can
☐ Salt & pepper: filled
☐ Aluminum foil / plastic wrap: 1 roll each

BATHROOM (per bathroom):
☐ Toilet paper: 4 rolls minimum
☐ Tissues: 1 full box + 1 backup
☐ Hand soap: 1 full dispenser + 1 backup
☐ Shampoo: 1 full dispenser/bottle + 1 backup
☐ Conditioner: 1 full dispenser/bottle + 1 backup
☐ Body wash: 1 full dispenser/bottle + 1 backup

LAUNDRY:
☐ Laundry detergent: enough for 6+ loads
☐ Dryer sheets: 10+ minimum
☐ Stain remover: 1 bottle

CLEANING (IN CLEANER'S CLOSET):
☐ All-purpose cleaner: 1 full bottle + 1 backup
☐ Glass cleaner: 1 full bottle + 1 backup
☐ Bathroom cleaner: 1 full bottle + 1 backup
☐ Toilet bowl cleaner: 1 bottle
☐ Disinfectant wipes: 1 full container + 1 backup
☐ Microfiber cloths: 10 clean, in sealed bag
☐ Vacuum bags (if bagged vacuum): 2 spare
```

### Restocking Protocol

```
WHO RESTOcks:
→ Cleaner restocks during turnover from on-site supply closet
→ Manager reorders when backup supply is used

REORDER TRIGGERS:
→ When backup is opened/used, reorder immediately
→ Manager checks stock levels during monthly property inspection

SUPPLY CLOSET ORGANIZATION:
→ Label everything with property name
→ Store in clear bins by category
→ "First in, first out" rotation
→ Monthly photo of supply closet sent to manager

AMAZON SUBSCRIBE & SAVE SETUP:
Set up auto-delivery for:
→ Toilet paper (monthly)
→ Paper towels (monthly)
→ Trash bags (every 2 months)
→ Coffee (monthly)
→ Cleaning supplies (every 2 months)

Delivery address: Manager's address OR property address
                 (test: is package theft an issue?)
```

---

## 14. Quality Assurance Audits

### Monthly Property Inspection

*Manager visits each property once per month (ideally between guests).*

```
MONTHLY QA CHECKLIST:

EXTERIOR:
☐ Curb appeal: lawn maintained, no trash/debris, walkway clear
☐ Exterior lighting: all working
☐ House numbers: visible from street
☐ Lockbox: present, functional, code unchanged from last check
☐ Any exterior damage since last inspection?

ENTRY:
☐ Front door: opens/closes smoothly, no sticking
☐ Door handle: tight, no wobble
☐ Smart lock: functional, batteries > 30%
☐ Peephole: clear, not obstructed

SAFETY (NON-NEGOTIABLE — FIX WITHIN 24 HOURS IF FAILED):
☐ Smoke detectors: test each one (press test button — WORKING?)
☐ CO detectors: test each one
☐ Fire extinguisher: present, gauge in green, not expired
☐ First aid kit: present and stocked
☐ Flashlight: present, batteries working
☐ All windows: open, close, and lock properly
☐ All doors (interior and exterior): latch and lock properly
☐ GFCI outlets (bathroom, kitchen): test and reset buttons work

APPLIANCES:
☐ HVAC: runs in heat and cool mode, filter clean (replace if dirty)
☐ Water heater: no leaks, no rust, set to 120°F
☐ Refrigerator: cooling properly, no odors, ice maker working
☐ Stove/Oven: all burners ignite, oven heats
☐ Microwave: runs, turntable rotates
☐ Dishwasher: runs a short cycle, no leaks
☐ Washer: runs, no leaks, no mold smell
☐ Dryer: runs, heats, lint trap clean, vent clear
☐ TV: turns on, streaming apps load
☐ WiFi: speed test (should be 100+ Mbps if listed as "fast WiFi")

CLEANLINESS (EVEN IF "CLEAN"):
☐ Random drawer check (kitchen, bathroom, nightstand): no debris, no hair
☐ Under bed check: no dust bunnies
☐ Top of refrigerator: no dust
☐ Behind toilet: no buildup
☐ Shower corners: no mildew
☐ Window tracks: no dead bugs or dust
☐ Closet floors: no dust

GUEST EXPERIENCE:
☐ Beds: linens crisp, pillows fluffed, bed made to photo standard
☐ Towels: fresh, no musty smell
☐ Coffee station: stocked
☐ WiFi info card: present and readable
☐ House manual: present and in good condition
☐ Checkout instructions: posted
☐ Emergency contact card: posted in cabinet
☐ Guidebook / recommendations: present

If any item fails, photograph it and create a task in your system.
Fix within 48 hours (safety items: 24 hours).
```

### Quarterly Deep Clean

*Schedule a deep clean between guest stays every 90 days.*

```
QUARTERLY DEEP CLEAN ADD-ONS (beyond standard turnover):

☐ Move all furniture and clean underneath
☐ Wash all curtains / dry clean drapes
☐ Clean inside all cabinets and drawers
☐ Clean inside oven (full self-clean cycle)
☐ Descale coffee maker
☐ Descale showerheads and faucets
☐ Clean washing machine (run cleaning cycle with Affresh tablet)
☐ Clean dryer vent (disconnect and vacuum)
☐ Wash all decorative pillow covers
☐ Rotate mattresses
☐ Clean baseboards throughout
☐ Clean light fixtures and ceiling fans
☐ Wash windows (inside and out, if accessible)
☐ Clean window screens
☐ Pressure wash exterior (if applicable — quarterly or biannually)
☐ HVAC filter replacement
☐ Pest control treatment (preventative)
```

---

## 15. Owner Communication Schedule

### Standard Communication Cadence

```
WEEKLY (Monday):
→ Brief text or email: "Hey {{owner_name}}, property had {{N}} bookings 
  this week, {{X}} new 5-star reviews. All smooth. Have a great week!"

MONTHLY (by the 5th):
→ Full monthly statement (see §11)
→ Any maintenance issues resolved this month
→ Upcoming bookings and projected revenue

QUARTERLY:
→ 30-minute call or meeting
→ Review: occupancy trends, revenue vs. projections, guest feedback trends
→ Discuss: any property improvements, capital expenditures, rate adjustments
→ Owner satisfaction check: "Is there anything you'd like us to do differently?"

ANNUALLY:
→ Annual report: total revenue, expenses, net income, occupancy, rating trends
→ Rate review: adjust management fee or nightly rates based on market data
→ Contract renewal discussion (if fixed-term agreement)
→ Property walk-through to identify major maintenance needs
```

### Owner Notification Triggers

*Notify owner immediately (within 2 hours) for:*

```
🚨 IMMEDIATE NOTIFICATION REQUIRED:
• Any emergency (fire, flood, gas leak, major damage)
• Guest injury requiring medical attention
• Police called to property
• Airbnb suspends or de-lists the property
• Legal notice received (city violation, HOA complaint, lawsuit)
• Any repair exceeding $[500]
• Negative press or social media attention about property
• Major appliance failure (HVAC, water heater, refrigerator)

📋 NOTIFY WITHIN 24 HOURS:
• Noise complaint from neighbor
• Guest damage (moderate — repairable, not structural)
• Any negative review below 4 stars
• Booking cancellation by guest (especially last-minute)
• Pest sighting requiring treatment
• Upcoming maintenance that may affect bookings

📊 INCLUDE IN MONTHLY REPORT (no separate notification needed):
• Minor maintenance completed
• Supply restocking
• Positive reviews
• Routine vendor visits
```

---

## APPENDIX A — Daily Operations Checklist

*Run this checklist every single day you have active guests.*

```
☐ MORNING (by 9 AM):
  ☐ Check all guest messages — respond to anything unanswered
  ☐ Check smart lock logs — any lockouts or access issues overnight?
  ☐ Check noise monitor dashboard — any alerts overnight?
  ☐ Verify all door codes are active for today's check-ins
  ☐ Send check-in messages to any guests arriving today

☐ MIDDAY (by 2 PM):
  ☐ Message today's arriving guests: "Your room is ready early if you'd like"
  ☐ Check for any new booking inquiries — respond or accept/decline
  ☐ Review any pending maintenance tasks

☐ EVENING (by 8 PM):
  ☐ Check all guest messages — respond to anything unanswered
  ☐ Verify all today's guests checked in successfully
  ☐ Send checkout reminder to guests departing tomorrow

☐ END OF DAY:
  ☐ Review tomorrow's calendar — any check-ins or check-outs?
  ☐ Confirm cleaners scheduled for tomorrow's turnovers
  ☐ Generate door codes for tomorrow's check-ins
  ☐ Quick scan of any negative patterns (same complaint multiple times?)
```

---

## APPENDIX B — Onboarding Checklist (New Property)

*Complete this checklist when onboarding a new co-hosting property.*

```
BEFORE FIRST GUEST:

WEEK 1 — ASSESSMENT:
☐ Property walkthrough with owner
☐ Inventory all furnishings, appliances, supplies (use Exhibit A from agreement)
☐ Take "before" photos of every room
☐ Test all appliances: HVAC, water heater, stove, oven, microwave, 
  dishwasher, washer, dryer, TV, WiFi
☐ Test all safety equipment: smoke detectors, CO detectors, fire extinguisher
☐ Test all locks: front door, back door, windows, garage
☐ Check for deferred maintenance: leaks, cracks, pests, worn items
☐ Identify smart home gaps: door lock, thermostat, noise monitor needed?
☐ Assess furnishing gaps: what's missing for a hotel-quality experience?
☐ Pull market data: comps, pricing strategy, target nightly rate

WEEK 2 — SETUP:
☐ Install smart lock (or confirm existing one works with your system)
☐ Install noise monitor
☐ Install smart thermostat (if needed)
☐ Schedule professional photographer
☐ Source and place any missing furnishings/supplies
☐ Build property guidebook (digital + physical)
☐ Create house rules signage for property
☐ Post emergency contact card in cabinet
☐ Set up supply closet / cleaning supply storage
☐ Program 3 months of cleaning supplies on auto-order
☐ Set up WiFi with guest network (if separate from owner network)

WEEK 3 — LAUNCH PREP:
☐ Receive and review professional photos
☐ Write listing: title, description, amenities, house rules
☐ Configure pricing in dynamic pricing software
☐ Set up automated message sequences in Hospitable
☐ Create cleaning checklist in TurnoverBnB
☐ Onboard primary and backup cleaners — walk property together
☐ Set up door code generation process
☐ Test full check-in flow: arrive as "guest," use door code, enter property
☐ Test WiFi speed — screenshot for listing
☐ Configure Airbnb settings: instant book, guest requirements, cancellation policy
☐ Set up VRBO/Booking.com listings if applicable
☐ Calendar sync across all platforms

WEEK 3 — GO LIVE:
☐ Activate all listings
☐ Monitor for first 48 hours: any inquiries? Pricing competitive?
☐ Adjust pricing if no bookings within 72 hours
☐ Confirm first booking!
☐ After first booking: personally meet cleaner at property for turnover
☐ After first guest departs: full QA inspection
☐ After 3 stays: review pricing, messaging, operations — what needs tuning?
```

---

## APPENDIX C — Incident Report Form

*Complete this form for any significant incident. Keep in property file.*

```
INCIDENT REPORT

Date of Incident: ____/____/20____
Time of Incident: ____:____ AM / PM
Property: ________________________________________
Reported By: ☐ Guest  ☐ Cleaner  ☐ Neighbor  ☐ Other: _________

INCIDENT TYPE:
☐ Guest injury / illness
☐ Property damage
☐ Theft
☐ Noise complaint / disturbance
☐ Emergency (fire, flood, gas, etc.)
☐ Lockout
☐ Appliance failure
☐ Other: ________________________________________

GUEST NAME (if applicable): ________________________________________
Booking ID: ________________________________________

DESCRIPTION OF INCIDENT:
________________________________________________
________________________________________________
________________________________________________
________________________________________________

IMMEDIATE ACTIONS TAKEN:
________________________________________________
________________________________________________

☐ Owner notified?    Date/Time: _______________
☐ Photos taken?    # of photos: _______________
☐ Police called?    Report #: _______________
☐ Insurance notified?    Claim #: _______________
☐ Airbnb notified?    Case #: _______________
☐ Repair scheduled?    Vendor: _______________  Date: _______________

FOLLOW-UP REQUIRED:
☐ ________________________________________________
☐ ________________________________________________

RESOLUTION:
________________________________________________
Date Resolved: ____/____/20____

Report Completed By: ________________________________________
```

---

*End of Operations SOP*

**Version:** 1.0 | **Last Updated:** [DATE] | **Next Review:** [DATE + 6 months]