VACATION-RENTAL-MANAGEMENT5 MIN READ
Explain a damage hold without escalating the guest
Use observation, need, and request language to discuss a damage hold with less defensiveness.
Jordan J Departed guest O Observe N Need R Request Deposit tension 20 sec Guest message Jordan writes: 'This is a scam. We left the place spotless.' The reply must protect the evidence without making the guest defend their identity. $300 pending hold 5 pm claim deadline
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