Troubleshooting with guests

Troubleshooting with guests

We pride ourselves on providing experienced troubleshooting assistance to guests who are staying in your home. This leads to happier guests (repeat bookings & better reviews) and reduced costs for you (less requirement to send out handymen, tradies, etc). We have increased our coverage for evenings on every day of the week, and in particular on Friday & Saturday evenings, to make staff available to assist guests in-house. We ramp up that support even further for Public Holidays and School Holidays.

When a home joins our group, we go to great lengths to collect information about the home. This information is a mix of guest-facing information and back-end data (noted against your property in HomHero) and includes:
  1. Type of hot water system
  1. Meter & Fuse Box location
  1. Modem Location
  1. Linen cupboard location and access (key vs code)
  1. Type of Oven/Stove and any special tricks
  1. Heating & Cooling at the home
  1. Make & model of key whitegoods
  1. Pool/Spa instructions (if relevant)
  1. Backup keysafe (if there is one)
When a guest contacts us during their stay with questions, it is typically regarding key safes/access, Wi-Fi, Heating / Cooling, Hot water & Cooking (oven & stove). Using the information we have on hand, we do our best to work through any issues and solve them – most of the time you won’t even be aware this has occurred.

We will always try to assist in any way we can, but there are of course limits to what we can achieve over the phone. In the event we cannot solve the issue, we will normally inform you via email/SMS, ask if you have any suggestions/recommendations, and/or arrange for a suitable 3rd party to attend to assist (Wi-Fi/TV technician, handyman, plumber, electrician, locksmith, etc). The (infrequent) costs to assist guests in this manner are part of the costs of a holiday rental (please refer to Expected Running costs for Owners for more details).



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