Turnover Process
Standard procedures for every guest checkout → check-in cycle
Core Process
1
Standard Turnover (same-day, 4hr window)
Most common scenario — guest out by 11am, new guest in at 3pm
1
AI sends checkout reminder to guest at 9am
Automated. Reminds guest checkout is at 11am, what to do before leaving. No action needed.
2
AI sends cleaner 2-hour warning SMS at 9am
Automated SMS to primary cleaner with property name, door code, checkout time, and next guest details.
3
Monitor for guest departure — AI detects checkout activity
At 11am, if no confirmation of departure, AI sends check-in message. If no response by 11:30am → escalate to ops (see Late Checkout SOP).
4
AI sends "Guest departed" SMS to cleaner
Triggered when guest marks checkout or ops confirms. Cleaner enters property and begins turnover checklist in portal.
5
Cleaner completes turnover + marks complete in portal with 3 photos
Bedroom, bathroom, living room minimum. AI reviews photo quality flag if missing. Completion triggers next guest welcome email queue.
✓
Property ready — AI sends welcome email to incoming guest
Email includes door code, WiFi, check-in steps. Guest can now access from 3pm. Cycle complete.
If cleaner hasn't marked complete by 2:30pm and next guest checks in at 3pm — ops must call cleaner immediately and prepare backup cleaner if needed.
2
Late Checkout — Guest Not Out
Guest has not vacated 30+ minutes after checkout time
1
11:30am — AI sends friendly check-in message to guest
"Hi [Name], just checking in — checkout was at 11am and our cleaning team is on their way. Are you nearly out?"
2
11:45am — No response: ops calls guest directly
Human ops team member calls guest's phone number on file. Document attempt with timestamp.
3
12:00pm — Still no contact: assess incoming guest timeline
Check next guest check-in time. If check-in is 3pm+, hold. If check-in is earlier, escalate immediately to find alternative accommodation.
!
Document late checkout fee if applicable
Per our house rules, late checkout without prior approval is subject to a $75/hour fee. Document in writing via platform message for evidence.
Never enter the property while a guest is still inside without their explicit consent. This is a privacy violation and could create legal liability.
3
Extended Stay — No Turnover
Guest staying 5+ nights, mid-stay refresh offered
1
Day 3: AI sends mid-stay message offering refresh
"Hi [Name]! You're halfway through your stay — can we arrange a towel/linen refresh or top up any supplies? Just let us know!"
2
If accepted: schedule cleaner for 45-min refresh visit
Coordinate time with guest. Cleaner: fresh towels, restock toiletries, empty trash, quick wipe of kitchen/bathroom surfaces. No full clean.
Maintenance Procedures
Response times, vendor dispatch, host notification rules
Time-Sensitive
!
Emergency Maintenance (guest affected, safety risk)
No hot water, HVAC failure in extreme temps, flood, power outage
1
AI acknowledges guest immediately (<60s) + escalates to ops
2
Ops dispatches emergency vendor within 30 minutes
Use pre-vetted emergency vendor list for each city. Target: vendor on-site within 90min.
3
Notify host by phone — do not use email for emergencies
Brief call: what happened, what we're doing, ETA for resolution, any cost implications. Keep host informed every 30min until resolved.
4
If unresolvable same-day: offer guest hotel + document for Airbnb claim
Use partner hotels. Ospito covers cost if our maintenance failure. Document everything for platform claim if applicable.
Repair bills under $250: ops authorizes and bills host. Over $250: host approval required first except in life-safety situations.
2
Routine Maintenance (non-urgent, between stays)
Broken item, worn fixture, cosmetic damage
1
Log issue in ops system with photos and priority level
2
Schedule repair during next gap between guests
Coordinate with cleaner to flag during next turnover. Schedule vendor for available window.
3
Notify host via monthly report or email if cost >$100
Complaints & Disputes
How to handle unhappy guests from first message to resolution
High Sensitivity
1
Refund Request — Standard Process
Guest requests partial or full refund for any reason
1
AI acknowledges and escalates to ops within 60s
NEVER promise or deny refund in AI message. Escalate immediately.
2
Ops reviews full context: photos, AI logs, cleaner report
Assess: Was the complaint legitimate? Was it reported during the stay (required for most refund claims)? What's the platform policy?
3
Determine response: full refund / partial / deny
Full refund: major issues (no hot water 12hrs+, pest infestation, safety hazard). Partial: minor verifiable issues reported during stay. Deny: complaints filed after departure with no evidence.
4
Human responds to guest within 30 minutes of escalation
Refunds over $200 require host notification and approval within 2 hours. Refunds under $200: ops discretion, notify host in monthly report.
2
Platform Dispute (Airbnb/VRBO Resolution Center opened)
Guest has initiated formal platform dispute
1
Ops senior reviews immediately — do not let 1hr deadline pass
Platforms give hosts ~24 hours to respond. Missing the window = automatic refund to guest. Never miss this window.
2
Compile evidence package: photos, AI logs, cleaner photos, timestamps
Upload everything. Platforms side with hosts who provide clear documented evidence. Vague responses lose disputes.
3
Attempt direct resolution with guest before platform decides
Most disputes settle faster with a direct offer. Calculate cost of losing dispute vs cost of reasonable settlement.
Notify host the same day a dispute is opened. Do not wait for resolution. Host must be aware at all times of any active disputes on their property.
Property Damage
Guest-caused damage — documentation, claims, resolution
!
Guest-Caused Damage — Discovery to Claim
1
Cleaner discovers damage during turnover — photographs immediately
Minimum 5 photos per damaged item: close-up, context, scale reference. Upload to ops system before cleaning begins.
2
Ops assesses damage and gets repair/replacement quote within 24hrs
3
File claim through platform AirCover / VRBO damage protection within 48hrs
Most platforms require claims filed within 14 days of checkout. File early with full evidence. Include invoice quotes.
4
Notify host with damage photos + estimated cost + claim status
NEVER clean or repair the damage before documenting it fully. Evidence is everything for platform damage claims.
Emergency Protocol
Life-safety situations — fire, flood, injury, break-in
All-Hands
Any life-safety emergency: 911 FIRST. All other steps secondary. Do not attempt to manage emergency communications before emergency services are notified.
!
Emergency Response Sequence
1
AI directs guest to call 911 and provides full property address immediately
2
AI escalates to full ops team simultaneously — all phones alert
3
Senior ops member calls guest within 2 minutes of alert
4
Host notified by phone call within 5 minutes
Never email or text for emergencies. Call. If no answer, call again every 3 minutes.
5
Document everything in real-time — incident report filed same day
6
Notify Airbnb/VRBO platform within 1 hour of incident
7
Internal debrief within 24hrs — update SOPs if needed
Pricing Rules
AI dynamic pricing guardrails and override procedures
1
AI Pricing Guardrails — Never Override Without Approval
Austin Floor / Ceiling
Min: $95/night
Max: $650/night
Weekend: base ×1.2
SXSW/ACL: base ×2.8
Max: $650/night
Weekend: base ×1.2
SXSW/ACL: base ×2.8
Nashville Floor / Ceiling
Min: $110/night
Max: $580/night
Weekend: base ×1.25
CMA Fest: base ×2.4
Max: $580/night
Weekend: base ×1.25
CMA Fest: base ×2.4
Denver Floor / Ceiling
Min: $125/night
Max: $750/night
Ski season: base ×1.5
Conventions: base ×1.8
Max: $750/night
Ski season: base ×1.5
Conventions: base ×1.8
Discount Rules
7+ night stay: –8%
28+ night stay: –15%
Last-minute (48hrs): –12%
Never below floor price
28+ night stay: –15%
Last-minute (48hrs): –12%
Never below floor price
Host can request pricing freeze (e.g., block at $200/night for personal use period). Always get written confirmation before applying. Log date, duration, reason.
Host Relations
Communication cadence, escalation, and retention
1
Standard Host Communication Cadence
📧
Monthly earnings report
1st of every month · Auto-sent · Full P&L breakdown
📱
Quarterly check-in call
Every 3 months · 20-min call with PM · Discuss performance, goals, any issues
🚨
Emergency notifications (same-day)
Property damage · Guest disputes · Safety incidents · Maintenance over $250
📊
Booking notifications (optional)
Hosts can opt in/out of new booking alerts · Default: off (to avoid micromanagement)
2
Host Offboarding — Contract Termination
1
30-day notice period required per contract
All confirmed bookings during notice period must be honoured. Ospito continues managing during notice period.
2
Transfer all property access details and vendor contacts to host
3
Final payout within 7 days of last managed checkout
Include final P&L statement and tax documentation for the year.
4
Remove property from all Ospito systems — delist from platforms
✓
Send exit survey and request referral if relationship was positive