How Properly Saved a Superhost from a Stinky Dog Dilemma

The Problem

Alex, founder of Properly, owns a rental property in Noe Valley, San Francisco. His dog, Barkley, lives there between guest stays. Although clearly disclosed in the listing, the bedroom where Barkley sleeps required regular maintenance — carpet shampooing, vacuuming, and Febreze applications — to manage odors.

One Saturday morning while traveling in Seattle, Alex received an urgent message from a pregnant guest. She was struggling to sleep in Barkley’s usual bedroom due to her heightened sense of smell.

The Solution

Alex immediately sprang into action:

1. Confirmed Guest Availability: He asked if the guests would be out during the day. Upon receiving confirmation, he accessed Properly and located a pre-made checklist for steam cleaning carpets he’d created months earlier.

2. Initial Request: He sent the steam cleaning job request to three trusted cleaners. Within thirty minutes, all declined — it was Saturday, after all.

3. Community Option: Alex pivoted by sending the job request to community cleaners through the app. These are professionals who’ve worked with other local hosts and voluntarily offer services to additional property owners in the area.

4. Quick Resolution: Offering fair compensation for the last-minute weekend request, a local professional named Marilene accepted within twenty minutes.

Why It Worked

Though Marilene had never visited Alex’s home or used his steam cleaner, she had prior experience managing turnovers through the platform for another Airbnb host in San Francisco. This established credibility gave Alex confidence in her abilities.

Alex remotely monitored Marilene’s clock-in and clock-out times from Seattle. She completed the work well before evening guest arrival with no reported issues.

The Outcome

The carpet received professional shampooing and floors were re-mopped. The guests left a five-star review recognizing Alex’s prompt intervention and problem-solving.

The key takeaway: the platform enabled one host to deliver detailed visual instructions to an unfamiliar cleaner, teach operation of complex equipment, and coordinate emergency services across state lines on short notice during a weekend.

Looking for tools to put these ideas into practice? Explore Properly’s solutions:

• Properly marketplace — find trained, badge-verified service providers near your property
• Skills library — train your team with photo-guided modules for every task
• Autoscheduler — automates turnover scheduling so nothing falls through the cracks