How we respond
What happens after you text a room number
The same six steps for a front desk, an engineer or a host. Each one says who does what and what the guest sees.
- 01Step 1
Step 1: The line
Text a room or unit number, and say what was seen. Please leave the guest's name out. A person reads the line during the hours on the contact page.
Calls are answered the same hours
Photos are welcome by text
- 02Step 2
Step 2: The window
You pick when: after checkout, between turns, or while the guest is out. We give you a two-hour window and the name of who is coming.
We don't enter an occupied room unless you ask
If the door has a do-not-disturb sign, we leave
- 03Step 3
Step 3: The arrival
One technician in a plain polo with a badge in a pocket. Service entrance, service elevator, and parking where you tell us to.
No signs, no company lettering on clothing
An unmarked vehicle where the owner confirms one
- 04Step 4
Step 4: The inspection
With a light and a mirror, we check seams, baseboards, closets, outlets and the wall behind the bed. We tell you what we found before we do anything.
Nothing is treated before you've heard the plan
Housekeeping can be shown what to look for
- 05Step 5
Step 5: The report
A written note for the manager: the room or area, what was found, what was done and when the room can go back in service according to the label.
It goes to the manager or owner only
It is never sent to a guest or a listing
- 06Step 6
Step 6: The check
We book a return visit before we leave. If we'd keep a room out of service longer, we say why in plain words.
The room's status is yours to set
Callback terms are on the proposal
If a guest has already seen something
Four things to do until we arrive
A guest who has found something is a front-desk conversation first. This is how to keep it calm.
Move the guest, not the bedding
Offer another room before anything else. Leave the bed as it is, so we can see what the guest saw.
Don't spray anything
Store-bought products can scatter the problem into the next room and make it harder to read.
Keep the room closed
Close the door and note the time. Housekeeping shouldn't strip or vacuum the room before we've looked.
Text us the room number
Say what the guest saw and when. We reply with a window, and with what to say to the guest if they ask.
Staffing and hours
The line is longer in ski season
From December to March the lodging line is also answered on Sunday mornings, and a second crew works from late November.
Arrival days in a ski town are Saturday and Sunday, and a room that fails inspection at noon can't wait until Monday. In the other months, the line keeps the weekday hours on the contact page and Saturday afternoons stay open for follow-up visits.
Second crew from late November, dates move with the snow
Sunday-morning line, December to March
Quarterly device checks done in mud season
Send us a room number
We reply with a window, and a person is the one who writes.