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Knowledge base
Maintenance
Contractors
1
What do I do after I have booked a contractor?
Boilers
1
Boilers - No Hot Water or Heating
Electrics
0
Plumbing
1
NSM Drainage Contact
Internet support
1
Sky broadband support
Appliances
0
TV
0
BO Essentials
1
Where can I find the BO Essentials?
Klevio
1
How to properly set up the Klevio
Customer Service
Taking Bookings
3
Accepting and Declining Bookings
Airbnb communications
What to manually add in BO
Onfido
2
Onfido FAQ's
Onfido and Forms SOP
Communication via message/phone
5
Problem Resolution: Using L.E.A.R.N
Pre-Arrival Messages (Keybox)
Pre-arrival (Klevio)
Pre-arrival (Smartlock)
Pre-arrival (Keynest)
flyp
Spreadsheets & Data
1
SB SOP | Tracking flyp guest interaction
Viewings (incl. Viewing Inbox)
1
Viewing Inbox
Daily Tidies
1
Monitoring the #ldnviewingsclean channel
flyp guest communicatiopns and messaging (SOP)
1
Flyp Homes Guest Comms (SOP)
FAQ's
12
What is a ‘for sale’ home?
What is a daily tidy?
Which homes are for sale?
What are the messages for for sale homes?
Can we accommodate long term enquiries in ‘for sale’ homes?
View all 12
Home Security
1
Home Security (All Home
Operations
Payroll
0
Properly
0
Freshdesk & Ticketing
3
How does the ticketing system work for the on the ground team?
SB Ops SOP | Freshdesk: Field Service Agents
Sending Shareable link
Freshcaller
0
Cleaning
2
Deep Clean Check-List
Forms to be answered
Platforms
AirBnB
3
Airbnb Extenuating Circumstances Policy
Airbnb Multiple Payment methods by the guest
Airbnb how to add or remove guests on their itinenary
Booking.com
0
Homeaway
1
Payment Enquiry for HomeAway bookings
PlumGuide
0
Long Term Platforms (SITU, TheSquare etc)
0
Hometogo
1
How to cancel a reservation
Long Term Bookings
Quoting for Long Term Bookings
1
28 Night + Enquiries
Guest Experience
Check-In and Check-Out
4
What is our standard check-in and check-out time?
Do we offer early check-in or late check-out in flyp homes?
Early Check-In Requests (before 3pm)
Late Check-Out Policies (including leaving bags)
Miscellaneous
1
Fridge Fill Process
Moved Bookings
1
Moved Bookings Process
FAQ's
8
Do we provide top-ups of in-home supplies?
Pets Policy SOP
Damage Deposit
Damage Deposit Refund Status
Damage Deposit Refund Process
View all 8
Home Set-Up
5
What do we provide for guests in the home?
What do we provide for guests in the home?
What do we provide for guests in the home?
What do we provide for guests in the home?
Are their adaptors in the home?
Extra Services
3
Offering Extra Services (Airbnb)
How to offer extra services (Not airbnb/long term)
Up-selling on the phone
Home Experience
Safes
3
Securikey Eurovault Safe Instructions
Dometic Safe Instructions
we would never provide a guest with medical assistance
Oxford
OX BMT
3
Heating
BO Essentials
Video of the property
OX CAR
2
Parking space
BO Essentials
OX CAR 66
1
BO Essentials
OX CEN
1
BO Essentials
OX CLA
1
BO Essentials
OX CRA16
2
BO Essentials
Video of the property
OX CRA17
2
BO Essentials
Video of the property
OX CRT
3
Sheets for the bed
BO Essentials
Video of the property
OX GSA
2
BO Essentials
Video of the property
OX GSB
3
Rubbish
BO Essentials
Video of the property
OX GSC
3
Shower
BO Essentials
Video of the property
OX JAS
1
BO Essentials
OX NAV
2
BO Essentials
Video of the property
OX NEL
3
Baby cot
BO Essentials
Video of the property
OX PST
2
Turning on the shower
Location: Google Map
OX REC
2
BO Essentials
BO Essentials
OX RMD28
2
BO Essentials
Video of the property
OX RMD35
3
Bedding for the sofa bed
BO Essentials
Video of the property
OX RMDCOM
0
OX STF24
2
Duvet for sofa bed
BO Essentials
OX STF60
2
BO Essentials
BO Essentials
OX WES-F
1
BO Essentials
OX WOO
2
Property Overview
BO Essentials
OX WTN
2
BO Essentials
Video of the property
London
London City Guide
10
What time zone is London (and the rest of the UK)?
What to do in London:
Travelling around London
What is the currency in London?
What is the dialing code for the UK?
View all 10
LN SWK
2
DISHWASHER
BO Essentials
LN BAL
1
BO Essentials
LN BER - FD
2
No Central heating
BO Essentials
LN BER1
1
Gas meter access
LN BLS - FD
1
BO Essentials
LN CAM - FD
0
LN CAR - FD
2
BO Essentials
Klevio access
LN CAT
2
BO Essentials
No hot water - 0 water pressure
LN CHA
3
No Central heating Boiler error F22
Saniflow
BO Essentials
LN CHU - FD
2
guest can use Keybox
BO Essentials
LN CLM - FD
0
LN COL - FD
2
Rubbish collection and location
BO Essentials
LN CPD - FD
2
Power Breakdown in the Kitchen
BO Essentials
LN CYN - FD
6
Opening the front door
WINDOW DOOR
Fire Alarm
BO Essentials
how to access the roof deck
View all 6
LN DON
3
Hot water
BO Essentials
Hot water tank immersion heater switch
LN DRA
1
BO Essentials
LN EDG1
2
BO Essentials
Communal bins
LN EDG2
2
BO Essentials
Communal bins
LN EDGCOM
0
LN ELG
1
BO Essentials
LN GAS
1
BO Essentials
LN GLT2
1
BO Essentials
LN GOD - FD
2
BO Essentials
Rubbish collection
LN GRE
0
LN HAR - FD
3
Boiler
Heating
BO Essentials
LN HOL
3
Heating
Where can we put the rubbish
BO Essentials
LN JCN1
2
BO Essentials
Communal bins
LN JCN3
3
BO Essentials
Property video
Communal bins
LN JCNCOM
0
LN KEN
1
BO Essentials
LN KIN - FD
3
Opening the door
Property location
BO Essentials
LN LAN3
2
Oven switch
BO Essentials
LN MED
3
Rubbish collection and location
Property Overview
BO Essentials
LN MFRA
1
BO Essentials
LN MFRB
1
BO Essentials
LN MFRC
1
BO Essentials
LN MFRCOM
0
LN NFK1
3
If the alarm goes off (front door)
BO Essentials
Video of the property
LN NFK10
2
Where are the Cutleries
BO Essentials
LN NFK11
3
Where are the Cutleries
BO Essentials
Klevio Special instruction
LN NFK12
1
BO Essentials
LN NFKCOM
0
LN NTN14
1
BO Essentials
LN NTN5
4
Property Overview
Roof access
BO Essentials
Opening the garage door
LN OAK - FD
8
How do I open the communal door?
How do I open the flat door?
Keynest
Welcome Letter
How do I open/close the bath/shower plug?
View all 8
LN OSS
2
RADIATOR
BO Essentials
LN OXG
1
BO Essentials
LN PIM
3
Shower
Alarm
BO Essentials
LN POR - FD
2
How do we use the intercom
BO Essentials
LN POW
2
BO Essentials
Igloo KB doesnt open
LN PRW
7
No Electricity on the property
Thermostat: Heat-miser Dial 1
Thermostat: Heatmiser Slimline
How to resolve Hot water issue
Boiler Error - No hot water 0.0 on the pressure bar
View all 7
LN QGG - FD
2
How to find and access the home?
BO Essentials
LN QGM
1
BO Essentials
LN SCH - FD
1
BO Essentials
LN SSX
1
BO Essentials
LN STN - FD
2
BO Essentials
Boiler error F22 issue - no central heating and hot water
LN TAV - FD
0
LN THA
1
Bo Essentials
LN THU - FD
3
Locating the property
BO Essentials
Property video in LN THU
LN WEB - FD
2
Location of the Property
BO Essentials
LN YEO
2
How to use Boiler
Video for the boiler troubleshooting
LN STA-FD
1
BOILER
LN BLT
3
LN BLT - how to use the door at Blenheim - it’s a banham
LN BLT - how to use Banham key part 2
Alarm
LN ANS
1
Rubbish
LN DEL1A
1
Rubbish
LN FER-FD
1
LN FER-FD - Fire alarm
LN LEX1
0
Cambridge
CA BRU
2
Thermostats
BO Essentials
CA CHE
3
Baby cot
BO Essentials
Honeywell heating control manual
CA DER
1
BO Essentials
CA EML - F
3
BO Essentials
Bins and collection
Video of the property
CA JST
1
BO Essentials
CA LNG
0
CA MAD
1
BO Essentials
CA MIL
2
Parking space
Video of the property
CA PRY
1
BO Essentials
CA QED
3
Sofa Bed
Location: Google Map
BO Essentials
CA RSS
1
BO Essentials
CA VIC - F
2
Calling the internet provider for an engineer
BO Essentials
Keybox location
0
Bath
BA BEL
1
BO Essentials
BA CRE
3
Property Overview
BO Essentials
Key box and Parking
BA RBY
3
Rubbish
Property Overview
Baby cot
BA ROS
3
Heating
Locating the property
BO Essentials
BA STO3
5
Flight of stairs
Rubbish
BO Essentials
Stoneyard gate emergency number
Manually open the big gate should fob is not available
BA STO4
4
Flight of stairs
Rubbish
BO Essentials
Emergency gate number
BA WAL
5
How to locate the property
Alarm
BO Essentials
Fire Alarm
New lock fitted
Bristol
BR BMD2A
4
Turning off the shower
Locating the property
BO Essentials
No hot water
BR BMD85B
3
BO Essentials
RUBBISH COLLECTION
No Hot water in Broadmead 85 A and B
BR CG1
2
BO Essentials
Flat 1, 2 and 3 - 38 College Green Fire alarm RESET
BR CG2
2
BO Essentials
Flat 1, 2 and 3 - 38 College Green Fire alarm RESET
BR CG3
3
How many Flight of stairs
BO Essentials
Flat 1, 2 and 3 - 38 College Green Fire alarm RESET
BR LCL
5
Flight of stairs
How to locate the property
Door
If the door alarm goes off
BO Essentials
BR RCOM
0
BR RCQ2
2
TV: ERROR MESSAGE
BO Essentials
BR RHA3
0
BR RHI1
2
Property Landmark, if ever guest can't locate the house
BO Essentials
Birmingham
BI CAM
1
Heating
BI KEL
0
BI MNT
0
York
YO HOL
3
Sofa bed bedding
Back Door Keys
Location of the property
Unanswered Questions
Add Questions that need an answer here!
0
Manchester
Roof Gardens
6
RUBBISH
Garbage Bins
Door
Roof Access
Property Overview
View all 6