Making the call

This review is for the hour or two before check-in, after the turnover and any extra cleaning are done. It asks three things: was the source removed or treated, does the unit pass a closed-up smell check, and is anything left that a guest might notice. The answers point to one of three outcomes.

Being honest with an arriving guest about a faint lingering smell usually costs less than a surprised guest, a refund request and a review that mentions it.

Ready, heads-up or not ready

  • IfThe source was removed and the unit smells neutral closed upThenReady. Note the result and time in your turnover record.
  • IfThe source was removed but a faint smell remains in one roomThenReady with a heads-up. Run a purifier in that room and tell the guest briefly what happened and what was done.
  • IfA clear smell remains in several rooms or with the heat or air runningThenNot ready. Contact the guest before they travel and offer the options your platform allows.
  • IfYou are not sure where the smell comes fromThenTreat it as not ready until you find the source.

Final review items

  • Linens, curtains and throws that held odor were laundered or replaced.
  • The HVAC filter was changed if smoke or heavy cooking was involved.
  • Trash, fridge and drains were checked.
  • The unit was closed up for at least fifteen minutes and rechecked.
  • Products used were allowed to air out and no strong scent remains.
  • Any heads-up message to the guest is drafted and sent.

Common questions

Does telling the guest invite a complaint?

In practice, guests who are told in advance and see a quick response rarely complain. The ones who discover it unexplained often do.

How close to check-in should this review happen?

Late enough that cleaning is finished and products have aired out, early enough to contact the guest if the answer is not ready. An hour or two before arrival is common.

What if the guest has already traveled?

If the unit is not ready and the guest is already in town, contact them right away with the options the platform allows. Do not wait for them to arrive and discover it.

General information for LoHi, not a quote or professional advice. In an emergency, call 911.