There are two types of owners and the difference between them can make or break a property’s success.
After building the largest property manager in the Smokies (over 500 short-term rentals), we’ve seen this play out time and time again. The homes that consistently outperform others are the ones where the owner stays engaged. This business thrives on attention and care. Guests can tell when a property feels looked after and they reward it in their reviews and bookings.
Think about it… You’ve got hundreds of guests cycling through the property each year. Things wear down, décor gets dated, and little details start to slip. Owners who visit even once or twice a year catch those things early. They see what guests see, fix what needs fixing, and keep the home feeling fresh.
We once had two cabins on the same street, identical floor plans, same everything. But one earned 10% more revenue and had 20% higher review scores. The only real difference? That owner visited, invested, and stayed active.
So if you want your property to perform its best, don’t think of it as “set it and forget it.”
We’ll do our part and for you to have the most success, you should do yours as well.
Communication is the heartbeat of a successful relationship. To ensure nothing slips through the cracks, we have a centralized system designed to keep your property running smoothly.
We ask that all requests, scheduling updates, and feedback go directly through our support system. It’s monitored by multiple people so we can respond quickly.
Our cleaning teams are focused on one thing: turning your property over perfectly. If instructions are given directly to a cleaner on-site, they can get lost in the shuffle, forgotten during a shift change, or never logged in our system. By routing everything through our support system, every request is documented, assigned, and cleaners held accountable.
We know this business doesn’t sleep. Even when our admin office is closed for the evening or weekend, we have an Emergency 24/7 Team on standby. If there is an urgent situation regarding a turnover or guest access, we are always available to ensure the job gets done.
We love keeping your property spotless and guest-ready! To keep things simple and reliable for both of us, we have designed our billing process to be as seamless and automated as possible.
Here is how we handle payments so you never have to worry about manual invoices or interruptions:
We operate on a simple weekly cycle. Every Saturday evening, we will send you a detailed invoice for the week’s completed work and automatically charge the card on file. All you need to do is keep an active credit card on file in our portal.
Your weekly invoice will clearly list:
Our cleaning teams work hard to keep your guests happy, and we prioritize paying them promptly for their great work. Because of this, we do require successful payment to keep your schedule active.
If a charge doesn’t go through on Saturday, services will be temporarily paused until it’s resolved. Please help us ensure your guests always arrive to a clean home by keeping your payment method up to date.
Our cleaning crews work incredibly hard 365 days a year. To ensure they don’t burn out and can deliver 5-star quality, we prioritize letting them spend time with their families on major holidays.
We strictly do not perform check-ins or check-outs on the following days:
Novice owners simply block these dates on the calendar. Don’t do that. That prevents a guest from booking a week-long stay that includes the holiday. Instead, use your dynamic pricing software to set a “No Check-In / No Check-Out” restriction. This allows guests to stay through the holiday (revenue!) but prevents a turnover from landing on the holiday (happy cleaners).
Guests love checking in early, and it’s a great way for you to earn a little extra revenue and earn good reviews. From a cleaning perspective, we have to be careful about when we promise this to ensure the home is actually ready.
As you can imagine, the logistics of promising early check-in could be challenging due to the conditions a guest can leave a property in, weather, or unforeseen circumstances.
We will always send an email immediately upon clean completion, at which point you can communicate readiness to the guest. (So no need to call us for followups)
If a guest asks for early check-in weeks in advance, reply with something like:
“We would love to host you early! However, our cleaning schedule is tight. Please check back with me the day before your arrival, and I can let you know if the home is ready.”
If the home is ready, this is free money for you. This monetizes the convenience and covers the administrative coordination required to prioritize your unit.
Most owners charge a ~$50 Early Check-In Fee for arrivals between 1:00 PM – 4:00 PM.
How to Collect the Fee
If the guest agrees to the fee:
In a perfect world, every property is ready by 4:00 PM sharp. But in the real world (with traffic, staff emergencies, or previous guests who leave a disaster behind), delays can happen.
The difference between a 5-star review and a 1-star disaster is how we communicate the delay. Here is our protocol for handling these bumps in the road.
If we know we won’t make the 4:00 PM deadline, we will notify you immediately.
This is the nightmare scenario (e.g., a scheduling error). If a guest walks in and the house hasn’t been turned over, emotions run high. This is a “Red Alert.”
We take pride in our work, and we put our money where our mouth is.
Even with the best cleaning team in the world, a guest will eventually message you saying something wasn’t cleaned to their standard. Sometimes it’s a valid miss (we are human!), but often it’s a subjective complaint or—unfortunately—a guest looking to scam a discount.
When this message pops up, your instinct might be to panic and offer a refund immediately to save the review. Please don’t do that yet.
We stand by our work. If we missed something, we want to fix it. But we also want to protect your revenue from guests who know that complaining gets them free money.
We recommend that you handle these situations fairly and professionally.
If a guest complains, do not admit fault or offer money immediately. Instead, express empathy and ask for photos.
In the hospitality industry, the standard is that the host/cleaner must be given the chance to fix the problem (the “opportunity to cure”) before a refund is discussed.
Once you get the photos, forward them to us immediately.
Timing matters. Not every complaint needs an emergency visit at 9:00 PM. Here is how we recommend handling the schedule:
If the guest is fishing for a refund, stick to the industry standards (used by Airbnb internally). Do not pull a number out of thin air.
Guests leave things behind constantly. We handle this with a “Closed Loop” approach to manage expectations and avoid sending you on a wild goose chase.
While our standard cleaning fee covers a normal turnover, there are specific situations that require extra time, gas, and labor. Here is how we handle those “Extra” fees. Generally speaking, it’s up to you if you want to pass that charge through to the guest.
Here is another tidbit from one owner to another… Every now and then, the worst happens, we walk into a clean and find a guest has broken something or stained a duvet. Bum bum bummmmm.
Our standard process is to document it and let you know. Unless the damage is significant (like a hole in the wall), we strongly recommend you simply authorize us to replace it and move on, rather than filing a claim against the guest.
Why shouldn’t you attempt to collect from the guest? Let me explain with a real-life example we’ve seen a hundred times…
To get those bookings back, you have to lower your nightly rates. Over the course of a year, a 5% drop in rates to combat a bad review could equate to several thousand dollars.
Said another way: If your review score slips too much, you might have to lower rates by $10 or $20/night to stay competitive. If you’re booked 250 nights a year, that’s a $2,500–$5,000 loss. Definitely not worth doing for a $20 towel or a $100 dining chair.
To avoid this scenario, we recommend you budget 5-10% of your gross income towards “wear and tear” replacements. That 5% covers the torn comforters, the scratched pans, and the missing forks that we see need replacing twice a year. It’s just a cost of doing business.
We agree a guest should pay if they break something. But as your cleaning partner who wants to see you fully booked, we know it isn’t best for your long-term success to chase a $50 item and lose $1,000 in yearly revenue.
Most guests are respectful, but eventually, someone will break a door frame, stain a sofa, or take a “souvenir” home with them. When this happens, speed and documentation are your best friends.
As your cleaners, we are the first line of defense. Here is how we handle the discovery, and what we need from you to successfully get paid for the damages.
Phase 1: Discovery & Documentation (Our Job)
When we find damage, we don’t just clean it up, we preserve the evidence.
Phase 2: Building the Claim (Your Job)
Once we send you the photos/ report, you need to act fast. Platforms like Airbnb and VRBO have strict time limits (usually 14 days, but sooner is better).
Phase 3: Filing the Claim (Platform Specifics)
Winning a claim isn’t just about being right; it’s about following the platform’s specific workflow.
The Secret: Airbnb will almost always ask the guest to pay first. The guest will usually say “no” or ignore it. You must escalate the claim to Airbnb Support after 24 hours to actually get paid.
VRBO handles damages differently depending on whether you hold a security deposit or require guests to buy insurance.
Most guests are respectful, but eventually, someone will break a door frame, stain a sofa, or take a “souvenir” home with them. When this happens, speed and documentation are your best friends.
We can provide an invoice template to simplify the claim process. You’ll submit the claim to the OTA, and we’ll handle the remediation. Here’s how it works: we’ll retrieve an ozone machine, set it up, and let it run for approximately one hour, then return to retrieve it and ensure the smell has cleared. We charge $150 for this service, and you’ll see it itemized on your regular invoice.
When completing your damage claim invoice to send to the OTA, mark up our remediation fee to account for your time and effort, then factor in any refunds you plan to give the following guest if their check-in is delayed.
Keeping a rental stocked requires a tag-team effort.
Our standard cleaning fee covers the daily essentials:
We also cover items that will save you many handyman trips:
What YOU Supply (The Owner’s Closet):
Properties often have unique features that require specialty items. We ask that you keep a stock of these in your locked Owner’s Closet:Our primary goal is to be the most reliable cleaning service you’ve ever hired. This means we are happy to help with the small stuff while we are on-site: tightening a loose doorknob, changing an air filter, or replacing a battery.
However, we want to be transparent about our lane. To ensure we stay focused on quality cleaning, we avoid taking on out-of-scope projects like landscaping, pressure washing, or complex repairs. We never want to do a job we aren’t 100% qualified for.
That said, after managing 500 properties, we have built a “Little Black Book” of local vendors we trust. We are happy to share these contacts with you so you can build your own dream team. As always, we always recommend you do your own due diligence before hiring anyone new.
The “Green Light” Checklist:
Before a vendor steps foot on your property, we recommend verifying three things:
Billing & Evidence
To keep your bookkeeping clean, require these details on every invoice:
Managing Projects & Repairs
If you are planning larger updates (painting, deck repair, deep maintenance), here are three tips to save you money and headaches:
1. The “Clean-Up” Rule (Critical!)
Avoid scheduling repairs AFTER we have cleaned. Handymen: even the good ones, often leave dust, muddy boot prints, or moved furniture behind.
If a guest arrives to sawdust in the hallway, they will blame the cleaner. If you must schedule maintenance after a clean, please schedule a “Touch-Up Clean” afterward to ensure the unit is guest-ready.
2. Get Three Quotes
For any project over $500, always get 2 or 3 quotes. Prices in this market can vary wildly, and the first price isn’t always the fair price.
3. Watch the Calendar
Schedule major projects during the “Slow Season” (typically Jan/Feb or late Fall). Trying to squeeze a deck staining in between back-to-back bookings in July is a recipe for disaster. Block the calendar with plenty of buffer time; projects can often take longer than expected/promised.We often see owners struggle with pricing, so we wanted to share the “Secret Sauce” we used to keep occupancy high. Please take this as friendly advice from industry veterans and use what helps you.
The biggest mistake we see owners make is holding out for a high nightly rate (“I won’t take less than $300!”) and ending up with an empty calendar.
Bookings rarely happen evenly in our market. They usually follow a “U-Shape”:
How do you know if you are pricing correctly? Compare your calendar to these benchmarks. If you have a pricing tool such as Pricelabs or Wheelhouse, you can and should benchmark using their tools as they’ll be up to date and take seasonality into account.
| Unit Size | 0–30 Days Out | 60 Days Out | 90 Days Out |
|---|---|---|---|
| 1–3 Bedrooms | 65–85% Booked | 25% Booked | 10% Booked |
| 4–6 Bedrooms | 65–80% Booked | 30% Booked | 20% Booked |
| 7+ Bedrooms | 60–75% Booked | 45% Booked | 40% Booked |
Recommended Weekly Pricing Routine
We strongly recommend using a dynamic pricing tool like PriceLabs, Wheelhouse or Beyond. However, simply turning it on isn’t enough. You need to constantly steer the ship.
Troubleshooting Real Scenarios
4 Factors That Kill Revenue (That aren’t price)
Sometimes the price isn’t the problem; it’s the listing health.
Launching a New Listing?
If you are launching a new property (or re-listing one), speed matters.
You can have the cleanest house on the mountain, but if no one clicks on your listing, it doesn’t matter. After auditing thousands of listings, we learned that guests book based on three things: The Photo, The Title, and The Reviews. Here is our cheat sheet for making your listing impossible to ignore.
The Photos (The Hook)
Guests don’t read; they scan. 53% of guests say photos are the #1 reason they book.
The Copy (The Sales Pitch)
The Reviews (The Closer)
Reviews are the social proof that closes the sale.
A Note on “New Listing” Strategy
If you are launching a new property, don’t try to maximize profit on day one.
Imagine this: It’s Friday night. A family drives 6 hours to your cabin, key code in hand. They open the door… and find another family unpacking groceries in the kitchen. This is a “Double Booking” and is the single most stressful event in property management. This happens when your Airbnb calendar isn’t talking to your VRBO calendar.
Here is how to set up synchronization so you never have to make that awkward phone call. Both Airbnb and VRBO use a format called iCal to share dates. Think of it as a bridge that lets the two platforms send “Blocked” dates back and forth. You need to build a two-way bridge.
Step 1: Get the Airbnb Link (The Export)
Step 2: Give it to VRBO (The Import)
Step 3: Do the Reverse (VRBO to Airbnb)
You are only halfway done! Now you must do the exact same steps in reverse so Airbnb knows when VRBO is booked.
Why “Instant” Isn’t Always Instant
If you have a propane grill, ensure it has a grill mat to protect your deck (this is also required by the fire marshal) and a grill cover to extend the grill’s lifespan. Standard propane grills typically last a couple of years due to frequent use and weather exposure. A park-style grill, by contrast, lasts significantly longer and requires less maintenance.
We recommend Smoky Metal Works (865-908-4248 or sam@smokymetalworks.com). They build park-style grills and can deliver and install them for you.
This is a straightforward cost-benefit decision.
Option 1: We Handle Propane Refills
We monitor propane levels during every turnover and replace empty tanks with full ones as needed. The cost is a trip fee plus the propane replacement, averaging around $80 per occurrence. If this happens three times per month, that’s approximately $2,880 annually. Many owners consider this a worthwhile expense for complete guest convenience.
Option 2: Guest Self-Service (Recommended)
Communicate upfront in your check-in FAQ: “A grill is available, but propane or charcoal is the guest’s responsibility. There might be some leftovers from previous guests, or you can purchase them at local stores.”
When a guest arrives to find the tank empty, you can respond with something like: “Hey {name}—I totally understand the frustration. We actually note in our welcome message that propane is guest-supplied, but it only happens every few months. However, if you run the existing tank to a nearby gas station, Walmart, Tractor Supply, or Ace Hardware, you can exchange it for under $30. Hope that helps! Enjoy the cookout!”
Option 3: Hybrid Approach
Ask the guest for a receipt if they purchase propane and reimburse them. This typically costs $20–30 per incident and maintains a good guest experience while solving most complaints.
Before your first scheduled turnover, we’ll visit your cabin and spend a couple of hours documenting everything we see. With our knowledge of vacation rentals, we’ll make recommendations for items that could elevate the guest experience.
We’ve created a proprietary cabin inventory list with direct purchasing links for recommended items. You can have items shipped directly to us, and we’ll unbox, stage, and deploy them during your next scheduled turnover at no additional trip fee.
Direct shipments to:
Arbor Property Solutions
Attn: [Your Cabin Name]
767 Lane Hollow Rd
Sevierville, TN 37876-1927
This approach transforms inventory management from reactive to proactive, ensuring your cabin is thoughtfully appointed and competitive.
If you’re new to Smokies properties, it’s important to understand bear behavior. Black bears are highly motivated by food sources, particularly accessible trash. A garbage bag left outside isn’t a minor issue—it’s an invitation that often results in debris scattered across your deck, yard, and down the mountainside.
We’re happy to pick up trash from your property’s immediate vicinity, but retrieving trash from steep mountainsides falls outside our crew’s safety parameters. The reliable solution is infrastructure.
Welders in the area build steel cages for 60-gallon trash cans that are cemented into the ground and have secured doors. These are built to withstand bears (which can roll unsecured cages).
We recommend Smoky Metal Works (865-908-4248, sam@smokymetalworks.com, or smokymetalworks.com). They can build the bear-proof enclosure, deliver it, and install it. This eliminates a significant category of property damage and liability.
After every guest departure, we drain, sanitize, and refill your hot tub. When draining water directly from the hot tub, it can erode the deck posts underneath over time.
We recommend installing a hot tub drain with a PVC pipe that directs water safely away from the posts. This is a preventive investment that avoids larger structural issues down the road.
Most owners in the Smokies encounter seasonal ladybug invasions (Asian lady beetles) in Fall.
Your communication strategy: Set expectations in your cabin materials during September through November. Here’s a flyer you can display:
When guests report them, use this response:
“Hi {guest_first_name} – Thank you for letting me know about this! Several years ago, the National Park released several million ladybugs into the park to fight a tree-killing insect that was destroying thousands of park trees. The ladybug actually eats the food source of the bug, causing the destruction. The Gatlinburg area is home to a large population of these lucky ladybugs. They do not come into our cabin on purpose, but occasionally they do visit. Once inside, they cannot locate an exit. Unfortunately, there is no safe formula for getting rid of them other than to sweep (or vacuum) them up. Since the bugs were introduced to fight a problem in the national park, the Park Service will not allow us to spray specifically for them. They do not harm humans, food, or pose a health threat. We will continue to remove these critters upon checkout, but if they appear during your stay, please be patient with them.”