Below are examples of common SOPs, organized by category. Check out our page on writing your own SOPs if you'd like to customize your own with guidance!
1) Check-In & Check-Out
How to handle missing backup keys
If a guest asks about parking availability, inform them that no parking is provided at the property. Direct them to free street parking available on Adams Ave. Advise guests to carefully read all street signs for any parking restrictions. Clearly state that the property is not responsible for parking tickets or towing fees. Warn guests that parking in assigned spaces risks towing at their expense.
How to handle parking-related issue
If a guest inquires about parking availability, inform them that no parking is provided at the property. Direct them to free street parking on Adams Ave. Advise guests to carefully read all street signs for any parking restrictions. Clearly state that the host is not responsible for parking tickets or towing. Warn that parking in spaces assigned to others may result in towing at the guest’s expense.
How to handle early check-in requests
If a guest requests early check-in, inform them that early check-ins are offered at no additional cost but cannot be guaranteed until our cleaning team confirms the property is ready. Due to potential same-day checkouts, we will notify guests after cleaning is completed on their arrival day (before 2 PM). If we know about early check-in availability in advance, we will proactively send this information to the guest.
How to handle late check-out requests
If a guest requests a late check-out, verify when the request was made relative to their scheduled check-out time. If the request is received within 24 hours of check-out, inform the guest that late check-outs cannot be accommodated on short notice. For requests made more than 24 hours in advance, check with the cleaning team. Inform guests that approved late check-outs incur a $50 fee and are subject to availability.
Checkout procedures
Guests should tidy up the property before leaving but are not required to strip the beds. Upon exit, guests must lock the front door and return any keys to the lockbox, ensuring the door is securely locked before departure.
2) Guest Requests
How to handle discount requests
If a guest requests a discount, inform them that discounts are only available for longer stays: 7% off for 7+ nights and 10% off for 30+ nights. No other discounts are offered. These are automatically applied during the booking process.
How to handle guests demanding refunds
If a guest requests a refund, ask them for documentation (photos, receipts). Inform them that refund requests require internal review and are not immediately approved. Escalate the case to the primary host.
How to manage long-term stay requests
If a guest requests a longer stay, gather their desired dates and budget. Verify availability but do not confirm until the host reviews the request. Escalate all long-term stay requests to the primary host.
3) Rules
General guest rules
If guests inquire about property rules or request exceptions, remind them that smoking, pets, and parties are strictly prohibited. Explain these rules exist to maintain the quality of the property and relationships with neighbors. Non-compliance may result in immediate termination without refund.
4) Guest Issues
How to handle cleanliness complaints
If a guest reports a cleanliness issue, ask for photos and inquire whether they want the issue addressed during their stay. Escalate the complaint along with documentation to the host for review.
How to handle noise complaints
If a guest reports noise, ask for details (source, timing, location). Explain you’ll do your best to address the situation but external noise is outside your direct control. Escalate persistent issues to the host.
How to handle broken items
If a guest reports broken items, ask for photos. Find out whether they want it fixed during their stay or afterward. Document preferences and escalate.
How to handle lost and found items
If a guest leaves behind an item, ask for a detailed description. Contact the cleaning team to search. If found, inform the guest that shipping can be arranged at their expense.
5) Emergencies
How to handle guests concerned with safety
If a guest reports a safety issue, gather specific details. For emergencies (fire, gas, structural issues), instruct guests to move to safety and call emergency services. For non-urgent concerns, escalate to the host.
How to handle utility outages
If a guest reports no hot water, ask if it affects all faucets. If there’s a power outage, determine whether it’s a partial or full outage. Troubleshoot basic steps, then escalate.
How to handle weather-related emergencies
If weather disrupts a guest’s stay, inform them that hosts are not responsible for weather-related impacts. Recommend they contact their travel insurance provider. Escalate safety-related concerns to the host.
How to handle maintenance emergencies
If a guest reports urgent maintenance needs, advise them to call the emergency maintenance number (619-289-1234). For non-urgent issues, gather photos/videos, document severity, and escalate to the host.
6) Other
Special links to information
Add helpful resources (YouTube walkthroughs, troubleshooting videos, welcome documents) as needed.
Personal SOPs
Use this space for any specific internal SOPs not covered in the general guidelines.