Not every guest issue needs a technician

Sometimes something that sounds like a maintenance issue can be resolved remotely.

A guest reports that the Wi-Fi is down, the kitchen outlets are dead, or the smart lock won't respond. It sounds like a job for a technician. Often it isn't.

The calls that usually don't need a vendor

Many guest issues come down to something inside the property that needs a reset or a quick explanation:

• Wi-Fi not working: a router power-cycle, then the network name and password from your property notes.
• Outlets or appliances dead: a tripped breaker, found and reset at the panel.
• Smart lock not responding: usually a battery, with the backup code from your instructions as a fallback.
• Thermostat confusion: the guest needs to know how this particular model works.

Why troubleshoot first

Sending a vendor to reset a breaker costs you a service call, and often an after-hours rate. It also means a stranger arriving at the property during a guest's stay, and a guest waiting for someone to show up.

Walking the guest through basic troubleshooting first can help reduce unnecessary service calls, maintenance expenses, and interruptions for your property management team.

What makes remote troubleshooting work

It depends on good property instructions. The more your team documents, the more issues can be solved over the phone:

1. Where the breaker panel is, and which breakers matter
2. Router location and the Wi-Fi reset steps
3. Smart lock model, battery type, and the backup code process
4. Thermostat and appliance quirks guests ask about

How OnPass handles it

If you provide us with your property instructions and troubleshooting procedures, our team can try basic troubleshooting first, before a vendor is sent out. When the issue does need a technician, we create the work order and coordinate the next step based on your instructions.