Reservation ID: 44029244
This past week, our team faced one of those unexpected moments that truly puts service to the test.
It was check-in day for our guest Janice Searcy (Reservation ID: 44029244), and everything seemed on track, until our cleaning team arrived and discovered a sudden water leakage at the property. With only a few hours left before her arrival, we knew we had to act fast to avoid any disruption to her stay.
We immediately contacted our trusted handyman, who arrived promptly to inspect the damage. After a thorough check, he confirmed it was not a simple fix and would require significant time and effort to repair. We had a choice to make — wait and risk the guest walking into a stressful situation, or step up and create a seamless alternative.
We chose the latter. 
Within minutes, we blocked an alternative property, one that was larger, better equipped, and more luxurious than the original. Our backup cleaning team was dispatched immediately to prepare the new space to the same high standards we promise all our guests.
We also made sure to proactively reach out to Janice with complete transparency. We explained the situation, reassured her that she was in good hands, and let her know we had arranged everything in advance, including honoring her original rate despite the upgrade.
To make her feel even more welcome and cared for, we added a complimentary late checkout to her reservation, a small gesture to show our appreciation for her understanding and patience.
What could have been a major inconvenience turned into an opportunity to show what our team is made of:
Fast
response
Clear and respectful
communication
Commitment to
guest satisfaction
Thanks to the dedication and teamwork of everyone involved, Janice checked into a beautiful home and enjoyed her stay, without a hitch.
This is more than just hospitality. It’s about being ready, being thoughtful, and always putting our guests first, no matter the challenge.