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Category: Operations & Cleaning
By: James Wu
Reply by Tony Russo:
This is the #1 operational challenge for scaling hosts. Here's my system for managing 6 properties worth of turnovers: **1. Stagger checkout/check-in times:** - Property A: checkout 10am, check-in 3pm (5hr window) - Property B: checkout 11am, check-in 4pm (5hr window) - Property C: checkout 10am, check-in 4pm (6hr window) Staggering by even 1 hour allows your cleaner(s) to rotate between properties. **2. Use Turno (https://turno.com) for scheduling:** Turno auto-schedules cleaners based on your booking calendar. When a checkout syncs from Airbnb/VRBO, it automatically assigns and notifies the cleaner with property details, access codes, and the checklist. No manual coordination needed. **3. Dedicated cleaner per property (not shared):** I assigned one primary cleaner per property. They know THAT property inside and out — where supplies are, what quirks exist, what to check. Shared cleaners across properties leads to mistakes and delays. **4. Laundry service (not on-site):** Eliminates the 1-2 hour laundry waiting time during turnovers. Fresh linens are pre-staged at each property. See my post on laundry logistics. **5. Emergency backup plan:** I keep a backup cleaner on retainer and a "go bag" in my car with spare linens, TP, and cleaning supplies. If everything goes sideways, I can get a property guest-ready myself in 45 minutes.
Reply by Ryan Tanaka:
The 45-minute wait for a guest is recoverable — I've had it happen. Send them a $20 Starbucks gift card via Airbnb messaging and a genuine apology: "I'm so sorry for the delay. I'd love to treat you to coffee while we finish preparing your space." $20 investment that usually results in the guest not even mentioning the delay in their review. Sometimes they mention the gift card positively.