A text at 11am on a Saturday
The cleaner sends a photo: the shower is dripping and the oven light has gone. Another text from a different property: the dishwasher is leaking. The operations manager is dealing with an arrival problem, sees the texts an hour later and starts ringing plumbers. One job gets done. The dishwasher is forgotten until the new guests complain on Sunday morning.
The owner hears about the dishwasher from a review, and asks why they were never told.
Why faults slip through
Faults are found at the worst possible moment: during changeover, with a hard deadline for the next arrival. They are reported by text, WhatsApp, voice note or a comment to whoever is in the office, and tracked in someone's head.
Fixing them needs several things at once: the right tradesperson free that day, access arranged, and sometimes the owner's approval for spending. Without a system, each of those becomes a phone call.
The cost of faults that wait
Guests who arrive to broken appliances complain, ask for refunds and leave reviews, which affects future bookings. Owners lose confidence when they find out about issues late. Small faults, such as a dripping tap, become larger ones. And your operations team spends changeover day chasing tradespeople rather than managing arrivals.
The maintenance system we build
We build a fault and job system that fits changeover day, working with your booking data and your existing tradespeople.
- Report on the spot: the cleaner reports a fault from their app with photos and a short description or voice note, which is transcribed.
- Priority by next arrival: each fault shows how long until the next guests arrive and whether it affects safety, comfort or appearance, so the team can see which to tackle first.
- Trade routing: faults are categorised, such as plumbing, electrical, appliance or general, and offered to the right tradesperson from your list, with access details.
- Owner approval: jobs above the spending limit in each owner's agreement send an approval request to the owner with photos and quote, and the answer is recorded.
- Status and guest notes: the team sees whether the fix will happen before arrival. If not, a note goes to the arriving guest's instructions where appropriate.
- History and statements: each job's invoice is attached and passed to the owner's statement, and the property's fault history builds up.
| Fault | Next arrival | What happens |
|---|---|---|
| Leaking dishwasher | Today | Urgent, appliance engineer offered the job, owner told |
| Dripping shower | Today | Plumber offered, guest note prepared if not fixed |
| Loose cupboard door | Next week | General handyman job scheduled |
| Worn sofa | Next week | Owner asked about replacement |
How changeover day changes
Cleaners report faults in one place, and nothing gets lost in a text thread. The operations manager can see all open faults across properties, sorted by urgency, and knows which will be fixed before guests arrive. Owners hear about issues and approve spending in minutes. Guests are warned about anything that could not be fixed, which is far better than finding out.
Signs you need this
- Cleaners report faults by text or WhatsApp.
- Guests have found faults that were reported but never fixed.
- Owners hear about problems from reviews.
- Owner approval for repairs is sought by phone and email.
- You cannot see all open faults across your properties.