Policies
Keys, codes and alarms
Only people on your assigned crew hold your code, and they're briefed on your alarm before the first turnover.
Where codes live
In one place, controlled by Yui, never in a group chat or a spreadsheet.
Change on request
If a code is shared, a crew member leaves or you want a reset, tell Yui and it's changed in your next booking window.
A lost key
We tell you the same day. The cost of a rekey is yours only if the key was ours to hold.
The alarm
If we trigger it, we call you first, then the monitoring company with the code you gave us.
Policies
If something is broken or missing
What we do when a lamp is out, a towel is gone or a chair is cracked.
- 01
Step 1: We photograph it
Before we touch it, in the report, with the room and the time.
- 02
Step 2: We tell you the same visit
A text from the property, not a line buried in a monthly summary.
- 03
Step 3: We don't clean around damage
Anything we cause, we report. Anything we find, we report.
- 04
Step 4: Replacement is yours to decide
We can buy a replacement and add the receipt, or leave it for you.
Policies
Cancellations and lockouts
The terms are on your written estimate, and these are the short versions.
Cancel more than 48 hours ahead
Cancel by text and the turnover is removed from the calendar with no charge.
Cancel inside 48 hours
The crew is already scheduled, so the estimate names a fee for a cancelled turnover.
A lockout
If we can't get in, we call you and wait twenty minutes. If we leave, it's the same fee as a cancelled turnover.
A guest still inside
We text you on arrival and wait or reschedule on your instruction.
Questions about a policy?
Yui will answer by text.