Maintenance Plan

How we handle maintenance requests

Guests are encouraged to reach out to RPM with any and all issues during their stay. RPM takes all maintenance requests seriously, and seeks to resolve them quickly so that future stays are not affected, and damage from those issues does not further affect the property.

We intake all requests into our automated commmunications platform, and route these requests to the appropriate maintenance provider right away. Most of the time, these requests are small and are routed to our team of handymen (or resolved by our staff directly) and handled in house, at no cost to the owner or disruption to future guests. In the case where a guest is deemed responsible for the issue, RPM shall be responsible for resolving the issue.

However, in the instance where a major utility system, applicance, or fixture is in need of service or replacement, we will work with the owner directly to complete that service ASAP. Our goal is to strike the balance between a fast resolution, and affordibillity for our owners.

Our owners are given the option for RPM to complete the major service or appliance installation for a fee, or complete the service using their technicians to complete the work prior to the next booking. If an owner opts to complete the service themselves, and a service is not completed resulting in a cancellation, that value is subtracted from the monthly rental payment for each occurance, until the service issue is resolved.

*For complex utility issues requiring multiple days of service and repairs, we will work with our owners to determine the best financial plan, as we know whatever can happen, will happen with a rental, and we value the long term owner / property management relationship.

A full list of covered services by RPM will be provided in your Short Term Rental addendum so it’s clear to the owner who will handle each service upfront! Below is a sample list not specific to your property.

Short-Term Rental Operator Responsibilities

These are day-to-day operational or guest-related issues that ensure the property runs smoothly and guests have a good experience.

1. Routine & Guest-Related Maintenance

• Light bulb replacements

• Battery replacements (remotes, smoke detectors, smart locks)

• Air filter changes (if accessible and simple)

• Minor plumbing fixes (e.g., unclogging drains, tightening loose faucets)

• Minor electrical issues (e.g., resetting breakers, replacing switch covers)

• Adjusting or reprogramming smart thermostats or locks

2. Cleaning & Upkeep

·         Regular cleaning and turnover between guests

·         Deep cleaning (quarterly or as needed)

·         Linen, towel, and consumables restocking

·         Trash removal and recycling management

3. Guest Comfort & Safety

·         Responding to guest complaints (e.g., noise, temperature, Wi-Fi issues)

·         Replacing small appliances or furnishings (e.g., coffee makers, lamps, dishes)

·         Pest control coordination (if part of regular upkeep)

·         Testing smoke and CO detectors

4. Vendor Coordination

·         Scheduling and overseeing service providers (cleaners, handymen, HVAC techs, etc.)

·         Emergency response coordination (e.g., water leak, lockout, power outage)

·         Documenting maintenance issues and reporting them to the owner