Staff Portal SOP
End of Stay Processing
This page outlines how each booking must be finalised after checkout, including cleaner reports, damage checks, linen, bond handling, guest notes and readiness for disbursement.
Do not rush
Bookings must be properly checked before any bond is released or tasks closed.
Use reports
Cleaner reports and photos are the primary source of truth for post-stay condition.
Record everything
All outcomes must be recorded in Property Stack before closing tasks.
End of Stay Workflow
Follow this process after every checkout to ensure consistency and protect the business.
Step 1
Receive Cleaner Report
- Check that a cleaner report has been submitted.
- Review photos and written notes.
- Confirm cleaning has been completed to standard.
Step 2
Check for Issues
- Look for damage, missing items or excess mess.
- Check for unreported maintenance issues.
- Confirm no guest belongings remain.
Step 3
Linen & Usage
- Confirm how many beds were used.
- Check linen count against booking.
- Record any discrepancies for billing.
Step 4
Property Stack Update
- Update the booking or related task.
- Add notes summarising the stay outcome.
- Attach photos or reports where required.
Step 5
Bond Decision
- Release bond if no issues are found.
- Hold bond if damage or claims exist.
- Escalate any disputes before actioning.
Step 6
Close Booking
- Ensure all notes are complete.
- Confirm no outstanding tasks remain.
- Booking is ready for financial processing.
Common Post-Stay Issues
Damage
Broken items, furniture damage, stains or structural issues.
Excess Cleaning
Additional cleaning required beyond standard turnover.
Linen Overuse
Extra beds used that were not included in booking.
Missing Items
Kitchenware, remotes, keys or supplied items missing.
Unreported Maintenance
Issues discovered after guest departure.
Guest Left Items
Personal belongings left behind by guests.
Bond & Finalisation Rules
- Do not release bond without checking cleaner report.
- Do not assume no damage without reviewing evidence.
- All claims must be documented before actioning.
- Escalate disputes before communicating with guest.
- Record all decisions clearly in Property Stack.