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Application - Airbnb SOP

Management-only playbook for Airbnb guests. Keep listing hygiene and response times aligned with platform expectations.

SLA (see Response SLAs)​

  • Airbnb messages: SLA-BIZ (aim for 2h during Coverage Window to keep metrics high).
  • Critical (access/safety/lockout): SLA-URG (15m ack, 30m action start).
  • Reviews: host review within 48h of checkout.

Scope in the lifecycle architecture​

  • This SOP is the Airbnb wrapper.
  • It owns Airbnb channel booking operations, messaging performance, platform policy actions, and review/dispute handling.
  • It hands off physical onboarding/during-stay/offboarding operations to Resident Lifecycle SOP.

Airbnb channel flow (booking and platform administration)​

  1. Inquiry / booking request
    • Respond within SLA; confirm dates, guest count, purpose; restate house rule highlights (quiet hours, shared spaces, no unapproved guests/pets).
  2. Booking confirmation + calendar hygiene
    • Confirm reservation details and occupancy constraints.
    • Keep Airbnb calendar in sync with direct leases; block cleaning/maintenance holds. Use Calendar for unified view.
  3. Pre-arrival channel messaging
    • Send check-in instructions (access, keybox/smart lock code, Wi-Fi, quiet hours, parking).
    • Confirm ETA and contact phone.
    • When booking and access preconditions are ready, hand off to Resident Lifecycle SOP.

Handoff to shared in-house lifecycle​

  • Start shared protocol at the entry criteria in Resident Lifecycle SOP.
  • Shared protocol runs pre-arrival readiness, arrival/orientation, during-stay operations, and physical checkout.

Return handoff (Airbnb platform closeout after checkout)​

  • Submit host review within 48h.
  • If guest review is 3 stars or less, or contains allegations: draft response within 24h, post within 72h.
  • If policy-violating review: collect evidence and file Airbnb case within 24h of detection.
  • Log reputation and dispute outcomes.

Artifacts to keep current​

  • Calendar blocks (Airbnb vs direct; cleaning holds).
  • Handoff record into Resident Lifecycle SOP.
  • Incident notes from shared lifecycle events (access, noise, damage, safety).
  • Review/dispute log (submitted date/time, responses filed, case IDs).