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✅ SAME-DAY BOOKING REQUEST SOP/ ⚠️ RED FLAGS

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Same-day booking requests require extra screening and manual approval to protect the property and ensure guest quality. Follow this step-by-step protocol every time a same-day booking request is received.

🟢 Approval & Verification Process

  1. Check House Readiness
    • Confirm with the Property Manager and Cleaner that:
      • The house is clean
      • The house has been inspected
      • It is ready for immediate check-in
  2. Request Documentation from Guest
    • Ask guest to send a photo ID for:
      • Themselves
      • All other adults staying at the house
    • Ask for a photo of the credit card that will be used for payment (only the name and last 4 digits need to be visible).
    • Collect a contact phone number for direct communication.
  3. Phone Call with the Guest
    Call the guest to verify details and assess intent. Ask:
    • “Can you tell me more about why you’re booking last minute?”
    • “How many adults and children?” (Confirm children’s ages)
    • “Do you have any pets?” If yes, ask for breed, weight, shedding, if crated at night, and if allowed on furniture.
    • “What time do you expect to arrive?”
    • “Will you have any additional guests beyond those listed in the booking?”
    • Pay close attention to how the guest responds. Hesitations or inconsistent answers may be a red flag.
  4. Confirm Required Documentation Is Complete
    • Guest must sign the Renter’s Agreement
    • Guest must pay the security deposit
      • Zelle is accepted for security deposits.
      • Do not accept wire transfers or checks.
    • Do not send check-in information until both steps are complete.

⚠️ RED FLAGS – DO NOT ACCEPT IF ANY APPLY

  • Guest hesitates or gives an unclear story when asked basic questions
  • Guest mentions a party, birthday, event, or gathering
  • Guest wants to pay in cash or check
  • Guest refuses to sign the renter’s agreement or won’t pay the deposit
  • ID does not match the credit card name
  • Another person answers the call who is not the person who booked
  • Language barrier makes communication unclear or story doesn’t make sense
  • Name on reservation differs from name on credit card
  • Guest’s home address is near the property (local renters are high risk)
  • Group size doesn’t match the property (e.g., 2 people booking a 4-bedroom)
  • Large groups of adults without children
  • Guest says they may have “a few friends over” (ask how many—more than 2–3 is a no)

💬 Conversation Tip

“What brings you to town?”
Most well-intentioned guests will answer easily. Hesitation or vague responses are often signs of someone not being transparent.

🧠 Final Notes

  • If unsure about approving a same-day request, escalate to a manager:
    • Katie
    • Jenna
    • Rashida
  • Keep in mind: While we take every precaution, the vast majority of guests are respectful travelers. Most problems are accidental damage, not fraud. Still, trust your instincts when reviewing last-minute requests.