In-Stay Incident Protocol: Leaks, Locks, Outages, and Damage

An incident during the stay — water leak, jammed lock, power outage, broken window, boiler failure — is the moment when your organization is tested in minutes. The traveler is stressed; the booking platform (OTA) algorithm will record a rating and a comment if the resolution is slow or vague. This guide defines a unique protocol applicable to 1 to 20 properties, compatible with self-check-in and smart locks, with escalation, evidence, and message templates.

Guiding Principles Before Technical Details

Four rules apply to all incidents:

1. Safety First: Turn off water or gas if necessary, evacuate if there is structural danger, call emergency services (18, 112 in France) without delay if people are in danger.
2. Single Point of Contact on the host side: The traveler should not receive three different numbers.
3. Trace Everything: Time of report, photos, actions, contractor name — essential for insurance and disputes (deposit and damage).
4. Announced and Kept Deadline: Better to say "plumber within 2 hours" and keep it than promise 30 minutes and fail.

Incident Classification (Levels)

Each traveler report is tagged P0–P3 in your tool (WhatsApp Pro, property management system (PMS), Majordia ticket) to prevent a "no Wi-Fi" message from taking precedence over an active leak.

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Water Leak: Step-by-Step Procedure

Report (often photo + "there is water everywhere").

1. Immediately ask the traveler to turn off the water (photo of the closed valve) and unplug nearby appliances if water is near outlets.
2. Identify the source: tap, washing machine, toilet, roof. If unknown, treat as P0 until proven otherwise.
3. Call your network plumber (stay priority contract); simultaneously notify the building manager if it's a collective building.
4. Propose relocation or partial refund depending on severity and OTA policy — document the offer in writing in the booking thread.
5. PNO Insurance: Declaration within 48–72 hours with photos, invoices, traveler testimony.

Template message (to adapt):

"We have received your report. Thank you for turning off the water — that is the priority. A plumber has been contacted; estimated arrival time: [X]. In the meantime, please avoid the affected room. We will get back to you at [time] with an update."

Jammed Lock, Lost Key, Check-in Impossible

The distinction is crucial. In case of a lost key or inaccessible lockbox, refer to your self-check-in procedure: backup codes, fallback key box, identity verification by photo. If the lock is broken or the door is slammed shut, have a certified locksmith intervene and first confirm that the traveler is the registered tenant (ID) before authorizing the opening.

Steps:

1. Confirm identity and exact address.
2. Locksmith under contract; do not pay without an invoice and agreement on coverage (deposit, insurance, commercial gesture).
3. If at night and children are outside: P1 priority, temporary relocation if intervention > 1 hour.
4. After intervention: change code or cylinder if keys are compromised.

Power Outage and Heating Failure

In case of a localized outage, guide the traveler to the breaker (photo in the guide). Often an overloaded power strip or a tripped residual current device is the cause.

In case of a neighborhood outage, refer to the network manager; you are not responsible but you assist (candles, power bank, updates).

In winter, a heating failure becomes P1 if the indoor temperature becomes dangerous for vulnerable people; a safe space heater can be offered if insurance-compliant.

Damage Caused by the Traveler or Noticed Mid-Stay

If the traveler breaks equipment or if a neighbor reports damage:

1. Stay factual, without hasty accusations.
2. Timestamped photos; keep debris if relevant.
3. Evaluate if the stay can continue; propose repair or material compensation.
4. Open a deposit file separate from the "sympathy" chat — professional tone (deposit guide).

Never threaten to "keep the deposit" in an aggressive tone: it will backfire in a public review.

24/7 Organization for Small Portfolios

You don't need a physical presence for five properties; you need a clear on-call chain. From Monday to Friday, 8 AM to 8 PM, your internal team takes over. At night and on weekends, designate a "stay emergency" contractor per geographic zone and add a sheet per property in the guide. Finally, display a single number in the guide — avoid the founder's personal mobile if you are growing your portfolio.

For multi-property management, centralize contractor contacts in a table: plumber, locksmith, electrician, AC, glazier — with SLA and night rate.

Evidence, Insurance, and Platform Relations

Each P0–P1 incident generates a PDF file including screenshots of the OTA messaging thread, traveler and post-intervention photos, contractor invoice, insurance declaration, and compensatory measure (refund, offered night).

On Airbnb, use the Resolution Center as soon as an amount exceeds your commercial gesture threshold. Keep the tone neutral and factual.

Linking the Protocol to the Guide and Check-in

The welcome book is not a tourist catalog: it is your first line of support. Essential sections: water valve, breaker, heating; Wi-Fi and box troubleshooting; trash and building access (avoids false "emergencies"); host emergency number + what falls under 18/112 (in France).

Self-check-in must include an acknowledgment: "In case of an incident, use this button / this number" — visible on the Majordia guide.

Template Messages by Channel

Airbnb / Booking: Response < 15 min for P1, even if solution > 2 hours ("we have taken charge").

Phone: 20-second script — "address, nature, people present, immediate danger yes/no."

Internal team WhatsApp: Format #INC-P1-REF12345 [Address] Bathroom leak — plumber Jean ETA 7:30 PM.

Cleaning Team and Concierge Training

Cleaning staff are often the first detectors (damp patch, odor). Give them a direct channel outside the traveler group to report damage between stays. A leak not seen for 6 hours between two check-outs costs 10 times more than an intervention during the stay.

15-minute monthly briefing: Review a real incident, update the contractor sheet.

Indicators to Track

Track first response time (target under 15 min for P1), resolution time by type, average cost per incident, "communication" rating in post-incident reviews, and relocation / refund rate.

Integrations and Commercial Escalation

• Channel manager and calendars: /integrations/ota
• Paid service payments and refunds: /integrations/stripe
• Majordia Support: /support
• Organization demo: /visio
• Rates: /pricing
• Account creation: /login?mode=register

FAQ

Should I go on-site for every incident?

No for P3; yes or mandate for P0–P1 if the contractor cannot access without you. The traveler should never be left without hot water or access for an entire night without an alternative solution offered.

Who pays the locksmith if the traveler lost the keys?

Generally the traveler (deposit or direct billing). State this in the house rules and the guide. In case of refusal, go through the platform and the deposit.

Can I cut the stay short and evict the traveler?

Only within the legal and OTA T&C framework (danger, illegal party, subletting). Do not change the locks without a procedure — criminal risk. Contact the platform first.

How to avoid false emergencies?

A clear guide, an incident FAQ, and a photo requested before sending a locksmith (e.g., "send photo of the breaker") filter the majority of false alerts.

Is the protocol the same for 1 or 20 properties?

Same skeleton; at 20 properties, add rotating on-call and numbered tickets. See /blog/gestion-multi-biens.

Special Cases: Neighborhood, Noise, and Police

If the traveler complains about neighbor noise, stay empathetic without admitting a fault that is not yours. Offer earplugs, white noise fans, or a room change if possible. Document your exchanges with the building manager if the problem is recurring.

If the traveler organizes a party in violation of the rules, contact the platform immediately, call the police in case of danger, and do not confront physically alone.

These situations are behavioral P0: the administrative procedure follows the safety protocol.

After the Incident: Closure and Learning

Within 24 hours following resolution:

1. Closure message to the traveler ("is everything restored?").
2. Update the guide if the incident reveals missing info.
3. Archived invoice + insurance declaration if threshold exceeded.
4. Feedback 5 lines internally: cause, delay, cost, prevention.

A well-managed incident can produce a 5-star communication review — this is frequent when the traveler feels supported.

Incident Sheet Template (to Duplicate)

Reference: INC-____
Property: ____
Level: P0 / P1 / P2 / P3
Report Time:
Nature:
Traveler (yes/no danger):
Immediate Action:
Contractor:
Resolution ETA:
Estimated Cost:
Proposed Compensation:
Insurance (yes/no):
Closure Time:

Duplicate this sheet in Notion or your PMS for each event.

Coordination with the Mandated Owner

In a concierge service, inform the owner according to the mandate: P0 immediate, P1 within 24 hours with a quote, P2 at the end of the stay if without traveler impact. An owner surprised by a plumber's bill on Monday morning breaks the relationship — send a template SMS like "incident managed, traveler relocated, invoice to follow." Archive in the property file for monthly reporting.

Guest Resources During Network Outage

Provide a paper version or offline PDF of the guide (QR in the entrance + PDF sent at D-1): in case of a fiber cut, the traveler still needs to find the breaker and the on-call number. This precaution avoids "urgent" calls that are actually a simple box reboot.

An incident protocol is not a PDF forgotten in Drive: it is a team reflex, tested once a quarter in simulation (tabletop: "leak Sunday 11 PM"). Your reviews and your sleep will thank you.

Prepare Your Contractor Network Before the Season

The quality of your response depends largely on the quality of your contractors. Before the high season, identify and test a plumber, a locksmith, an electrician, and a glazier by geographic zone. Negotiate priority intervention delays for current stays and keep their contact info in a sheet per property, accessible from the guide and your on-call team.

Simulate an Incident to Test Your Protocol

Once a quarter, simulate a scenario ("leak Sunday 11 PM," "jammed lock with children outside") with your team. Time the first response, check that everyone knows their role, and that contractor numbers are up to date. This fifteen-minute exercise often reveals flaws that months of normal operation would not show.

Transform an Incident into Proof of Seriousness

Travelers mostly remember how you supported them during the crisis. A fast response, regular updates, and a concrete solution (relocation, partial refund, intervention within two hours) can produce a positive communication review, even if the initial incident was serious. Your protocol is not just an operational tool: it is a reputation lever.