The guest report is the starting point, not always the diagnosis. Here are seven common short-term rental maintenance calls and what usually happens next.
The report is not always the diagnosis
Most maintenance calls begin with a sentence from somebody who is not standing beside a toolbox: “The AC is leaking.” “The refrigerator is making a noise.” “Nothing in the kitchen works.”
Those descriptions matter, but they are clues rather than conclusions. A good response begins by understanding what the guest is experiencing, then narrowing the possibilities without asking the guest to become an unpaid technician.
1. Wi-Fi will not connect
What the guest reports: The internet is down.
What may be happening: The router may need a power cycle, the guest may be using the wrong network, a cable may be loose, the provider may have an outage, or the signal may not reach part of the property.
What to do next: Confirm the network name and password, check the provider status, and try a controlled router restart. Labeling the equipment and keeping clear instructions near it can solve many calls remotely.
2. The property is not cooling
What the guest reports: The AC is broken.
What may be happening: The thermostat may be set incorrectly, a filter may be restricted, a breaker may have tripped, a drain safety switch may have shut the system down, or the equipment may need an actual repair.
What to do next: Confirm thermostat mode and setpoint, ask whether air is moving, and check for visible water. Do not ask a guest to open electrical panels or equipment. During Atlanta summers, comfort complaints need a quick response because indoor temperatures can rise fast.
3. There is a leak
What the guest reports: Water is coming from the ceiling, wall, bathroom, or HVAC area.
What may be happening: The source could be plumbing, condensation, a drain line, a running fixture, rain intrusion, or water traveling from another location.
What to do next: Ask where the water first appeared, whether it is still active, and whether a nearby fixture or appliance was in use. Active water requires immediate attention. Photos and a short video can help identify the safest first response.
4. A drain or toilet is not working
What the guest reports: The toilet will not flush, the sink is slow, or the tub is backing up.
What may be happening: A local clog, a deeper drain blockage, a foreign object, a running fill valve, or a shared-line issue may be involved.
What to do next: Stop use of the affected fixture if water is rising or backing up. A simple guest clog may be handled quickly, but repeated or multiple-fixture problems need a closer look.
5. An appliance is making noise or not completing a cycle
What the guest reports: The refrigerator is loud, the washer will not drain, the dryer is not heating, or the dishwasher smells.
What may be happening: Some sounds are normal. Other issues may involve blocked drains, overloaded machines, filters, venting, power, controls, or failed parts.
What to do next: Get the model number, a photo of the display, and a short video of the sound or error. That information can prevent a pointless first visit and helps determine whether repair or replacement makes more sense.
6. A lock, keypad, or entry code is not working
What the guest reports: They are locked out.
What may be happening: The code may be mistyped or scheduled incorrectly, batteries may be weak, the door may be pressing against the latch, the lock may have lost connection, or the mechanical key may be unavailable.
What to do next: Entry problems need immediate ownership. Keep a documented backup-entry process, replace batteries before they are low, and verify codes before arrival.
7. Lights, outlets, or part of the property have lost power
What the guest reports: Nothing works in one room or area.
What may be happening: A breaker or GFCI may have tripped, a switch may control the outlet, a lamp may be unplugged, or there may be an electrical fault.
What to do next: Guests can be guided through simple, safe checks. Repeated tripping, heat, burning smells, sparking, or damaged equipment requires professional attention and should not be reset repeatedly.
Prevent the repeat call
The most useful maintenance record does more than say “fixed.” It records what the guest reported, what was found, what was done, and whether the issue points to a future replacement or recurring condition.
For multiple properties, equipment labels, model numbers, warranty information, access details, and repair history can turn the next call from a mystery into a manageable task.
One place to start
Some problems need HVAC skill. Some need plumbing, electrical, appliance work, a building contact, or a simple explanation. The host should not have to know the diagnosis before asking for help.
Send the report, the address, and any useful photos or video. Already OTW will help determine what happens next.
Start with what is happening.
Send the property address, what the guest or manager is seeing, and a photo or video when possible.