Keys, damage and cancelling

These are the terms we start every rental owner with. They are part of your written quote, and you can ask to change any of them.

Keys, codes and alarms

You tell us how we get in: a door code, a lockbox, a smart lock or your manager. We write it in the lead's access notes, share it only with the crew on your house and delete it when you stop using us. We do not hold copies of keys. If a code changes, tell us before the next turnover.

If we missed something

Send a photo and the room within 48 hours of the report. If it was on your checklist and the photo shows it, we come back and redo that area at no charge. When a guest is arriving we schedule it before check-in where we can. If a guest has already checked in, we redo it when the house is empty.

If something is broken or missing

We photograph it, stop and text you within the hour. We do not repair it, replace it or decide who pays. The photos and notes are yours to give to the booking platform, the guest or your insurer.

Cancelling a turnover

Cancel at least 24 hours before the start time and it costs nothing. Later than that, we bill the crew's time, as in your agreement. If you cancel because of a guest cancellation, tell us the moment you know.

Lockouts

If we cannot get in, the crew waits 20 minutes, calls you and your manager, and then leaves. A lockout is billed as in your agreement.

Storms

If officials order an evacuation, we do not clean. We text you which turnovers move and set a new time when the roads reopen. We do not bill for a turnover an evacuation cancels.