Confirm door & lock model; ask which door (front/back/garage).

Re-validate code window and time drift; resend code.

Walkthrough: wake keypad → slow keypress → pull door firm → re-enter code.

If keypad: trigger backup code and power-cycle.

No entry after 10 min → dispatch co-host/locksmith.

Hardware failure (low battery/jammed latch) → urgent vendor < 30m.

Guest message to send:
“Thanks for flagging—this usually resolves by waking the keypad and entering #### slowly. Please pull the door firmly closed first. I’m also sending a backup code now. I’ll stay with you until you’re in.”

Proof to capture: keypad close-up with time overlay; latch plate alignment + battery indicator.

Confirm source (guest vs neighbor) + verify quiet-hours policy.

Send documented first notice (platform + SMS); log timestamp.

Instruct: reduce volume, close doors/windows, confirm guest count.

If needed, send second notice; prep local contact welfare check.

Guest message to send: “Quick heads-up: it’s quiet hours. We’ve had a noise report—please bring the volume down now and keep doors/windows closed. Thanks for helping us be great neighbors.”

Escalate if: no response >5 min or repeat issue → on-site check; any safety/party indicators → platform support + security.

Proof to capture: noise-monitor screenshot or neighbor text log; exterior photo showing vehicle count (if applicable).

Verify booked vs. observed headcount; cite listing max + local occupancy rules.

If allowed, offer paid add-ons (within legal limit); if not, decline extras.

Update reservation guest count in platform; collect fee before access continues.

Guest message to send: “We’re set up for X guests max. I can add up to Y additional for $ZZ/night—confirm and I’ll update the booking now.”

Escalate if: guest refuses to adjust or exceeds legal limit → platform intervention; signs of party intent → cancel under house rules.

Proof to capture: driveway/exterior photo with headcount cues (no faces) + chat screenshots showing approval/decline.

Document: photos/video with timestamp; confirm inventory SKU + cost; check cleaner turnover notes; pull any “before” photos.

File: submit within platform window; keep all communication documented in-platform.

Guest message to send: “Flagging an issue noted at checkout: [item]. Sharing photos here. We’ll file through the platform so it’s documented—thanks for your quick acknowledgement.”

Escalate when: loss > threshold or safety impact → owner approval + vendor; platform dispute → escalate with timestamps & receipts.

Proof to capture: before/after pair (matching angles), receipt/SKU, and cleaner note excerpts.

Check next arrival time and cleaner buffer.

If a window exists, offer paid late checkout; update itinerary.

No buffer? Offer luggage-hold options (if available).

Guest message to send: “I can extend to 1:00 pm for $XX—confirm and I’ll update your itinerary. If not, I can share nearby luggage-hold options.”

Escalate if: cleaner conflict or owner-specific rule → owner approval; guest refuses scheduled checkout → platform support.

Proof to capture: cleaner calendar screenshot (buffer/no buffer) and door/lock status at the agreed checkout time.