A reusable template for short-term rental hosts, co-hosts, VAs, and operations teams to deliver a guest experience that consistently earns 5-star reviews.

Purpose

Use this playbook to document what “above and beyond” looks like at every stage of the guest journey so the experience is repeatable, trainable, and measurable.

Property Profile

• Property name:
• Market:
• Listing links:
• Guest avatar:
• Max occupancy:
• Pet friendly: Yes / No
• Family friendly: Yes / No
• Key selling points:
• Most common guest expectations:

5-Star Standard

Write 3-5 short statements that define the service standard for this property.

• Guests feel cared for before they ask.
• The home is exactly as promised or better.
• Problems are handled fast and calmly.
• Communication is warm, clear, and proactive.
• Details feel thoughtful, not generic.