Systems/tools used:

VRBO (like AIRBNB)

Direct WEBSITE
1 GMAIL - Extenteam
2 OUTLOOK – Main hub for guest comm
3 ESCAPIA – Reservations DATABASE
3.1 LEGENDS:
- GRAY / on hold by owner
- GREEN reserved and FP
- YELLOW reserved & partially paid
- ORANGE cancelled rsvns
- RED (?)
R - renter
O - Owner
G - Guest of Owner

*if rsvn is more than 30 days only charge 50%

Reservations:
date changes
date extensions
* do not provide address to guest unless upon c/in
**provide address during checkin time
*guest particular w/ sq ft
*can’t exceed total number of guests indicated on property

4 Fonality – Inbound calls

5 Bria – Outbound calls

*no COLD TRANSFER

*1st PRIO – Answer phone calls

*2nd PRIO- answer emails
*3rd PRIO- answer text messages

EMAILS SOP
- tag name on email
*changes on account should be on remarks
"date - (changes made) - NS"

- signed and filed contract; make sure ticked "RENTAL

AGREEMENT
* notes account contract received
- move email to GTHY Signed Contracts folder
Direct Reservation emails - if mon to fri, dont touch emails;
POC Sarah; only if Sarah is on RD or on leave
**dont use word "UNITS"

Booking.com emails - forward to Communications 3 Wise Men

> move to booking.com

*if Village Booking -

*if BlueSky
*properties that starts with X are FRISCO

Reservations email:
-always check notes
if processing payment - notes should include that TI (Travel
Insurance) is declined
*1yr rsvns - forward to Debbie
*1month rsvns - forward to Sarah
*Short Term Rental - don’t debit damaged deposit
- temporary hold on damage deposit

if cc declined for rsvns

- call guest immediately
*try to process the 2nd time
*no calls 8pm onwards
*when there are changes on account like dates, need to have the
contract signed

EscapiaNET emails: DO NOT REPLY > move email to

EscapiaNet folder
*only answer VRBO emails
DISCOUNTS
10% for returning guests
15% for military
do not offer other booking sites if inquiries are from VRBO,
since they own ESCAPIA

always read closing notes

6 BREEZEWAY – sms
 Early c/ins – not an assurance
 We send sms if
 4pm check in time
 Late c/out – one day prior or arrival
 Leave the 1st name after the message
 Auto send messages

*ETA should be noted on rsvn notes

VRBO review emails : just move email to folder VRBO

*all emails signed and filed contract > move to signed and
filed folder