A guest just checked in and says the unit wasn't cleaned

What goes wrong

• Nobody can show what the unit looked like at 2 p.m. when the cleaner left.
• The cleaner's word against the guest's, and the platform sides with the guest.
• The refund comes out of the host; the cleaner is paid anyway.

What to do now

1. 1

   Give the cleaner the between-guests turnover checklist as a member; every room gets a photo before they leave, stamped with time and place.

2. 2

   When the call comes, open today's turnover and send the guest the share link: the kitchen at 2:04 p.m.

3. 3

   If it really was missed, the item is Poor with a photo and the cleaner gets a work order to go back, with the photo.

4. 4

   Put the guest placard in the unit so the next “the hot tub is cold” reaches you before it reaches the review.