Guest reports that they left/forgot items in the property/apartment – Host Wise

Description

This article is to be used when guests inform us that they forgot personal items in the apartment and want to retrieve them.

1st Step

1 - Apply macro Personal Items - Return

2nd Step

2 - Via Zendesk ticket > App links > Reservation Link > Open Breezeway, confirm if the check-out cleaning task is marked as Finished.

If it is Finished – Check if there is any comments on the task regarding the left items.
- If they mention the left items - Follow Step 4.
- If they don't mention the items - Create a new Breezeway Task. Then, follow Step 3.
If it isn't Finished - Leave a comment on the task: "Guest reported X lost item(s) – Please confirm." Then, follow Step 3.

3rd Step

3 - Apply macro Task Breezeway Reminder

4th Step

4 - Follow the appropriate scenario:

Team didn't find the item(s) - Apply macro Personal items - Not found
Team found the item(s) and guest confirmed they're going to pick them up from our warehouse - Apply macro Personal Items - Return direct. Then, comment on Breezeway Task "Guest informed they're going to pickup items on our warehouse"
Team found the item(s) and guest requested them to be returned via DHL/FedEX etc - Apply macro Personal Items - Return external. Then, comment on Breezeway Task "Guest requested pickup via DHL/FedEX".