Stop Panicking When Guests Say Something is Broken

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When a guest messages you saying the AC is broken or the TV won't work, don't panic. In this episode, Luke Carl explains why you should always assume "user error" first and how to troubleshoot remotely without losing your cool. He shares real-world examples, including a "clogged condensate drain" that wasn't, and why presenting yourself as a "manager" instead of the owner can actually boost professionalism.

Why Work With The Short Term Shop

The Short Term Shop has helped 5,000+ investors purchase over $3.5 billion in short term rentals nationwide. We’ve been named the #1 team worldwide at eXp Realty three times and ranked as a Wall Street Journal / RealTrends Top 20 team in the U.S. five times. Every client also receives hands-on training to self-manage remotely from day one.

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00:00 - Assume User Error Every Single Time
00:49 - Dealing with Guest Complaints: Working Backwards from User Error
02:13 - Why STR Managers Need Basic Home System Knowledge
03:12 - Don't Panic: Avoiding the Worst-Case Scenario Mentality
04:26 - The Hospitable's Red Flag: How Property Management Software Alerts Can Cause Panic
05:24 - The Most Common User Error: Troubleshooting TV and Remote Issues
07:13 - The Psychology of Delegation: Breaking the Third Wall with Guests
08:53 - The Final Principle: Stay Cool and Work Backwards to an Actual Issue
09:54 - What Really Matters: Prioritizing Urgent Issues
10:31 - Why Maintenance Issues Always Happen on Saturday Night

FAQ
What do I do if a guest says something is broken?
How do I troubleshoot maintenance issues remotely?
Should I tell guests I am the owner or the manager?
How do I handle HVAC issues in a short-term rental?
Why do maintenance issues happen on weekends?

#PropertyManagement #ShortTermRental #AirbnbHost #Maintenance #GuestCommunication #RealEstateInvesting