Every repair comes with a cost estimate, severity rating, and owner approval option—because surprise invoices destroy trust.
Most property managers treat maintenance like a black box. Something breaks, they “handle it,” and you get an invoice three weeks later for $847. No heads up. No approval. No explanation why a toilet flapper cost as much as a flight to Denver.
We built our maintenance system around a simple truth: owners who understand what’s happening trust us more and make better decisions.
Every Request Gets Triaged Within 4 Hours
When a guest reports an issue or our team flags something during a turnover, it enters our system with three pieces of information:
1. Severity rating (emergency, urgent, or routine)
2. Estimated cost range (we’ve handled 12,000+ maintenance tickets across our markets—we know what things cost)
3. Recommended action (repair vs replace, temporary fix vs permanent solution)
Emergency items—anything affecting habitability or safety—get handled immediately. Burst pipes, no hot water, broken locks. We dispatch, fix it, and loop you in within 24 hours with photos and receipts.
Everything else follows your plan’s workflow.
Advanced Plan: You Direct Every Dollar
If you’re on the Advanced Plan (15%), you approve every non-emergency maintenance item before we move forward. You’ll see the issue, our cost estimate, and recommended vendor. You decide if you want to use your own contractor, shop around, or approve our recommendation.
This plan exists for experienced hosts who know their properties, have vendor relationships, and want maximum margin control. The tradeoff is speed—approvals add 1-2 days to resolution time. But you’ll never open an invoice and wonder what you’re paying for.
Premium Plan: We Own the Outcome
Premium Plan (25%) clients don’t want to think about maintenance. When something breaks, we handle it. We’ve vetted vendors in every market we operate, negotiated service rates, and built redundancy so one plumber’s vacation doesn’t delay a repair.
You get a maintenance report every month with photos, invoices, and prevention recommendations. But you’re not fielding texts about water heaters at 9pm.
The average Premium client saves 8 hours per month compared to self-managing maintenance. At a $75/hour opportunity cost, that’s $600—which offsets a significant portion of the management fee.
Standard Plan: Hybrid Control
Standard Plan (20%) sits in the middle. We triage and coordinate, but you approve anything over $200. It’s flexibility without the full DIY burden.
Why This Matters More Than Pricing Strategy
A guest who checks in to find the AC not working will leave a 3-star review even if you refund them. One bad review in a competitive market like San Diego or Nashville can cost you 4-6 bookings over the next 90 days. At $180 average nightly rate, that’s $720-$1,080 in lost revenue.
Maintenance response time isn’t an operations detail—it’s revenue protection.
Want to See How We’d Handle Your Property?
We’ll audit your last 6 months of maintenance issues and show you what would’ve been different under our system—no obligation, just transparency.
