Guest Issues & Escalation
This page explains how staff should respond when something goes wrong during a guest stay, including complaints, access issues, cleaning concerns, maintenance problems and difficult guest behaviour.
First Response Workflow
Use this process for any guest issue, whether it is raised by phone, SMS, platform message or during an inspection.
Acknowledge
- Respond calmly and acknowledge the concern.
- Do not argue or blame the guest.
- Confirm you are checking the matter.
- Use the correct booking channel where required.
Clarify
- Ask for clear details if the issue is vague.
- Request photos or videos where helpful.
- Confirm the property, guest name and booking dates.
- Check if the issue affects safety, access or comfort.
Check Records
- Review booking notes and previous communication.
- Check cleaner reports, inspection photos or task history.
- Check property-specific instructions or restrictions.
- Confirm what was sent to the guest and when.
Create a Task
- Create or update the Property Stack task immediately.
- Assign it to the correct staff member.
- Add guest message details, photos and next steps.
- Set priority based on guest impact.
Resolve or Escalate
- Arrange cleaner, handyman, contractor or manager support where required.
- Escalate safety, damage, access or refund-risk issues immediately.
- Keep the guest updated if action is underway.
- Do not promise compensation without approval.
Close the Loop
- Confirm the guest has been updated.
- Add final notes and outcome in Property Stack.
- Attach evidence if needed.
- Leave the task open if further follow-up is required.
Common Guest Issue Types
Different issues need different urgency levels. Always prioritise anything affecting a guest currently in-house or arriving today.
Access Problems
Lockbox issues, wrong code claims, smart lock problems, missing keys or guest unable to enter.
Cleaning Complaints
Hair, dust, dirty BBQs, bins, bathrooms, linen concerns or poor presentation on arrival.
Maintenance Issues
Appliances, air conditioning, hot water, leaks, toilets, power, smoke alarms or safety concerns.
Noise or Neighbour Issues
Complaints from neighbours, parties, extra guests, parking issues or antisocial behaviour.
Listing Misunderstanding
Guest did not read room access, bedding setup, pet rules, stairs, shared areas or restrictions.
Refund Requests
Requests for discounts, refunds, compensation or cancellation after arrival.
Escalation Rules
Some issues must be escalated immediately and should not be handled by one staff member alone.
Escalate Immediately
Guest locked out, safety risk, water leak, no power, no hot water, major cleaning failure or aggressive behaviour.
Escalate Before Replying
Refund threats, platform disputes, legal comments, public review threats or serious allegations.
Escalate to Manager
Any matter involving property damage, police, neighbours, owner involvement or guest removal.
Escalate to Contractor
Urgent plumbing, electrical, lock, appliance, pool, pest or safety issue that needs professional attendance.
Escalate to Cleaner
Arrival presentation issues, missed items, linen concerns, BBQ, bins or missed areas.
Escalate to Platform
Guest threats, policy breaches, unauthorised guests, damage claims, unsafe behaviour or dispute protection.
Communication Standards
Guest issue responses must be careful, especially where refunds, platform disputes or reviews may follow.
Do Say
“Thank you for letting us know. We are checking this now and will come back to you shortly.”
Do Say
“Could you please send a photo so we can understand exactly what needs attention?”
Do Say
“We will arrange the appropriate follow-up and keep a record of this on your booking.”
Do Not Say
Do not admit fault before checking records, photos, cleaner reports or property instructions.
Do Not Say
Do not promise refunds, discounts, late checkout, early check-in or compensation without approval.
Do Not Say
Do not argue, accuse, copy the guest’s emotional wording, or respond while frustrated.
Evidence & Record Keeping
Good notes protect Lakeshores, owners, staff and guests. Always make sure the system tells the full story.
- Record the time and channel the guest contacted us.
- Save photos, cleaner reports, inspection notes and contractor updates.
- Note what response was sent and when.
- Record who was assigned and what action was taken.
- Do not close the task until the outcome is clear.
Refund or Compensation Requests
Refund requests must be handled carefully and should not be agreed to without approval.
Was It Reported During Stay?
- Check when the guest first raised the issue.
- Confirm whether we had a chance to rectify it.
- Review all messages and call notes.
Check Evidence
- Review cleaner report and inspection photos.
- Check maintenance history and guest evidence.
- Confirm whether the issue is factual and guest-impacting.
Manager Decision
- Do not agree to compensation without approval.
- Consider whether a remedy was offered during stay.
- Record final decision and reasoning in Property Stack.
Guest Issue Non-Negotiables
- All guest issues must be recorded in Property Stack.
- Urgent guest-impacting issues are actioned immediately.
- Staff must not promise refunds or compensation without approval.
- Photos or evidence should be requested where appropriate.
- Serious complaints, aggressive behaviour or platform disputes must be escalated.
- Tasks stay open until the issue is resolved or properly handed over.