How do we stock the stock room?
Every core team member will be issued a company credit card. We use Shipt services for MOST stocking materials (login: isabeaumiller@gmail.com password: songbird1) to have Costco deliver necessary supplies to the office. Things to keep in mind:
- Make sure to double check the delivery address to ensure it's going to the right place!!!!!!
- Make sure to use your company credit card. YOU WILL BE RESPONSIBLE FOR DOCUMENTING THESE EXPENSES AT THE END OF THE MONTH!
- Do not place a small stocking order. If you need one package of toilet paper, OVER order, as we need to pay a tip and handling fee for every Shipt order.
- Stocking expenses CANNOT exceed $1,500/month for the current number of properties we manage (as of 1/20/2020). If in doubt of other stocking orders that have already been placed, please confer with your team members or reference past Shipt orders.
- Ensure a team member will be at the office during the delivery window to receive and put away all stocking materials.
- All stocking materials should remain in the stock room, unless being transported to a property. The main "lobby" of Beckon should remain clear of property-related debris.
- We do not order shampoo, conditioner, body wash or hand soap from Shipt- We instead use our partnership with EO Products. Please see the next tab for ordering from EO.
Ordering EO Products
Our account number is BEC003. The video below is how you should order from EO Soap
Where can I find detailed information on each property?
There are a few places. The first is this Google Doc (click there). You must be logged into your Beckon Nashville email account to be able to edit this document.
We are in the process of building out our databases in Breezeway, as well, so that has some information loaded into it, but for concise, detailed information, the first stop for now is the Google Doc.
We are in the process of building out our databases in Breezeway, as well, so that has some information loaded into it, but for concise, detailed information, the first stop for now is the Google Doc.
When is it appropriate to refund guests and how much should I refund?
Our general rule is, if you can make a guest happy for less than $100, you should do it (ask for forgiveness not permission). There are a couple instances in which this isn't as cut and dry, and the process, regardless of the issue that should be followed is:
- Why are the guests unhappy? Will providing a refund make them happy, or would it be more beneficial to offer to move them (if possible), to bring them something nice, or to provide some other act of service recovery? For example: If the guests are unhappy with the neighborhood they're staying in, offering a guest a rental rebate won't solve their issue. The best thing to do in that instance would be to move them (if possible), to reassure them of the area, and to potentially bring over something nice like cookies/doughnuts/flowers. In the instance of a guest coming in and the property being dirty, or not cleaned to a high standard, our first offer is ALWAYS to send the cleaner back out. If a guest refuses, they may be fishing for a refund. We ask for pictures if they refuse a cleaner, and if it seems legitimate after that, then we may offer a partial refund of the CLEANING fee.
- Remember to assess the value of a reservation. If someone is staying midweek during low season at a less expensive property, they probably should not be refunded $100. Look at their accommodation cost in Guesty and base the fair amount on what they're paying. For example, if someone is paying $120 a night, and has a complaint that the pullout sofa is broken and they hate the air mattress we offered to send over to remediate the issue, I likely wouldn't offer them more than $60 back for the inconvenience. As a gesture, I would offer them a discount of 10% or something for future travel, and of course try to kill them with kindness. But don't forget to look at how much someone is paying. Conversely, if someone is staying at one of our nicest properties in high season and paying $1,200 a night, a broken pullout sofa might be more of a deal breaker, where we'd offer to move them, send an air mattress and/or refund something more substantial (like $250 and 20% off future travel).
How do I handle a Waverly multi-unit request?
The video below walks you through how to handle a multi-unit request at The Waverly.
How do I handle an early checkin request?
We never promise an early checkin or late checkout at the onset of a reservation made weeks or months in advance. We tell the guest we'll be happy to check in with them the week prior to their arrival to outline whether we are able to accommodate an early checkin or late checkout, and if we are able, it will be an additional fee of $75, which gives them access to their property 11:00 am on the day of checkin, or until 4:00 pm on the day of their checkout. We can also ALWAYS offer a bad drop for $25 which allows guests to drop their bags from 11:00 on, or hold their bags until 4:00 on the day of checkout. Wishbox onboarding will shift this experience slightly (we'll outline this later), but for now, the work flow to use is below:
What are the steps to directly book someone? Including: Owner Stays, Friends of Owner Stays, etc.
The first step in directly booking a guest is to input their stay in Guesty. You can do that by following the video instructions below:
The next, very important step to direct booking is billing. You'll login to Square and complete the following workflow:
How do we refund a guest and account for it internally?
What do we do if a guest says they need something they can't find at a property?
If a guest arrives at a property and doesn't sees something that they believe should be there the first order of business is to use our judgment to determine whether their request is reasonable, or should be considered a concierge service.
For example: If a guest arrives and the hand soap is nearly empty, or they go to cook breakfast and can't find a cookie sheet to make biscuits on, those are reasonable expectations to desire in an Airbnb rental.
Conversely, if a guest reaches out because they don't see an espresso maker or a Playstation, we can always get them one, but at the cost of the item + a concierge handling fee.
Whenever possible and practical, we can supply items first from our stocked supplies at the office, or shop and drop other items asked for to save the fees of Shipt or PrimeNow. However, when not convenient, or after hours, please utilize the services of Shipt or PrimeNow, as necessary.
Occasionally, we have guests who ask for additional basic supplies, after several days or weeks of staying with us. Our guests are informed that they are receiving a STARTER SUPPLY (and a generous one at that) of basic items they'll need for their stay. We can always restock their basic items at an additional fee + concierge handling fee, but we can also direct them to Instacart, Shipt or PrimeNow, or of course, the nearest Target or grocery store if they need additional toilet paper, etc.
For example: If a guest arrives and the hand soap is nearly empty, or they go to cook breakfast and can't find a cookie sheet to make biscuits on, those are reasonable expectations to desire in an Airbnb rental.
Conversely, if a guest reaches out because they don't see an espresso maker or a Playstation, we can always get them one, but at the cost of the item + a concierge handling fee.
Whenever possible and practical, we can supply items first from our stocked supplies at the office, or shop and drop other items asked for to save the fees of Shipt or PrimeNow. However, when not convenient, or after hours, please utilize the services of Shipt or PrimeNow, as necessary.
Occasionally, we have guests who ask for additional basic supplies, after several days or weeks of staying with us. Our guests are informed that they are receiving a STARTER SUPPLY (and a generous one at that) of basic items they'll need for their stay. We can always restock their basic items at an additional fee + concierge handling fee, but we can also direct them to Instacart, Shipt or PrimeNow, or of course, the nearest Target or grocery store if they need additional toilet paper, etc.
Contract All Guests Sign
Below is the contract all guests are sent and must agree to prior to staying at one of our properties. Please familiarize yourself with it, so you can be empowered to enforce it:
This agreement constitutes a contract between {{guestFirstName}}{{guestLastName}} and Beckon Homes, or Beckon, LLC, acting as Agent.
Please read this Vacation Rental Lease Agreement thoroughly. Any monies received by Beckon Homes for occupancy of vacation property indicate the acceptance of the terms and conditions of this Vacation Rental Lease Agreement. It is the responsibility of the guest(s) to be familiar with all policies within this agreement. This rental agreement is entered into by and between the renter, {{guestFirstName}}{{guestLastName}}, hereinafter referred to as "Guest", and Beckon Homes, or Beckon, LLC, hereinafter referred to as “Agent".
1. Reservation Requirements- Reservations are not considered "guaranteed" until a signed rental lease agreement is received by Agent. Each booking platform (Airbnb, VRBO/Homeaway, Expedia, TripAdvisor, FlipKey, Booking.com, Etc) has a different procedure for collecting payment, and Guest is advised that Agent has no control over the processes of these third party firms.
2. Accepted Forms of Payment- Most booking platforms accept all forms of credit cards and some offer other payment options as well. Only reservations booked directly through Beckon LLC will be collected by Beckon LLC via credit card invoice, sent via Square to the email address on file, which is subject to a 3.5% processing fee.
3. Cancellations- Cancellations may be made by the guest or Beckon Homes at any time, for any reason. Should Beckon Homes initiate a cancellation for any reason, guest will be subject to a 100% refund. Please view VRBO, Homeaway, Airbnb or other booking platforms for the specific cancellation and refund policies for your specific listing. In the event of emergencies, weather, or other circumstances that may delay guest travel, Beckon Homes strongly suggests the purchase of trip cancellation insurance, as Beckon Homes does not issue refunds for any unforeseen circumstances.
4. Security Deposit or Accidental Damage Insurance - All reservations require either a security deposit or the purchase of Accidental Damage Insurance through CSA travel protection. Homeowners or Travelers Insurance does not fulfill this requirement. If booking through Airbnb, please note the amount of the security deposit per the individual home listing online. This security deposit WILL NOT be charged to the guest unless and until damage is observed, reported and filed with Airbnb. For VRBO/Homeaway, Guests understand that in the event of any noticeable damage outside the scope of normal wear and tear, the guests’ security deposit can be charged or withheld, or Beckon Homes will file an insurance claim through CSA travel protection, in which case, the guest may be contacted by CSA to verify submitted information regarding our claim. Should guests refute any claim and there is verifiable evidence of damage done by your party, or should the withheld security deposit not adequately cover the damage incurred, Beckon Homes will seek to collect reimbursement through any means necessary, including collection services or arbitration, for which the guest will be responsible for any legal fees incurred by Beckon Homes or its property owners. For guests booked directly through Beckon LLC, a credit card may be requested to be kept on file for any incidentals or damages. Should a guest refute these charges, Beckon Homes will seek to collect reimbursement through any means necessary, including collection services or arbitration, for which the guest will be responsible for any legal fees incurred by Beckon Homes or its property owners.
5. Confirmation of reservation(s) - Confirmation of the reservation will be emailed to Guest(s) upon receipt of the reservation advance payment. Guest(s) may also print confirmation from Agent's website after signing and returning the Vacation Rental Lease Agreement. Please read the confirmation for accuracy of dates, mailing address, number of adults and/or children and accommodations. Any errors must be directed to the reservations department immediately.
6. Refund Policy - Agent(s) cannot guarantee against mechanical failure of heating, air conditioning, Hot Tubs, TVs, Satellite Receivers, VCRs, or other amenities or appliances. Please report any inoperative equipment to our office immediately. Agent will make every reasonable effort to have repairs done quickly and efficiently. No refunds or rent reductions will be made due to failure of appliances or equipment. No refunds for early departures (less days than reserved). No refunds will be given for delayed arrival. No refunds for reducing the number of nights reserved. Emergent issues can be expected to be handled as quickly as possible, while other issues may be replied to within 24 business hours, or by the next business day. All issues- emergent or not- are subject to be serviced by contracted, 3rd party professionals, and therefore the timeliness of their resolution is dependent on subcontractor’s availability. If, for some reason, a property is rendered inaccessible or unfit for guests prior to or during the stay by management, Beckon Homes will first try to re-home a guest in a property of equal or greater value based on rental rates and amenities offered. Should no comparable property be available for a guests’ use, guests may be eligible for a partial or full refund, at the discretion of the management team. While every effort will be made to ensure the absolute comfort of our guests, should an existing reservation be canceled because of an unserviceable issue or the lack of availability of a comparable property, Beckon Homes will not be held liable or financially responsible for the guests’ alternate accommodations. All incidences and issues with the rental unit must be reported immediately to Beckon Homes. Guests are responsible for researching the area of their reserved rentals, as refunds are not issued for dissatisfaction or misunderstanding of the neighborhood or area.
7. Acts of God - Neither Owner nor Agent shall be liable for events beyond their control which may interfere with Guest(s) occupancy, including but not limited to Acts of God, acts of governmental agencies, fire, strikes, war, or inclement weather. NO REBATE OR REFUND will be offered in these circumstances.We highly recommend the purchase of trip interruption insurance via an agency such as CSA.
8. Age Requirements - Guests under the age of 21 unaccompanied by a parent or legal guardian will not be permitted to register and will lose all funds paid to Agent. Any reservations made under false pretenses will result in loss of advance payments and possible removal of guest from rental unit. The rental of any vacation unit is for the expressed purpose of accommodating overnight visitors equal to or less than the stated maximum capacities. No events, parties or otherwise unapproved activities may take place in the rental without prior discussion or agreement. No illicit drug use, illegal activities of any kind, smoking or otherwise disruptive activities will be tolerated. Violations of this will result in immediate eviction with no refund of any monies. The agent reserves the right to refuse service to anyone.
9. Check-In/Check-Out Times - CHECK-IN TIME IS After 4:00 PM - The property address will be supplied to guests only after full payment is received. Keys or electronic lock codes are NOT available until the property is ready for occupancy. No exceptions to this policy will be made. Agent will use reasonable efforts to have the rental property ready for Guest(s) occupancy at requested check-in time, but Agent cannot guarantee the exact time of occupancy, and additional fees will apply to early checkin requests or bag storage requests. CHECK-OUT TIME IS before 10:00 AM - NO EXCEPTIONS unless previously requested AND approved. Upon checkout, guests are expected to clean up any obvious messes they have made during their stay (i.e. wipe counter tops of spills, put trash in cans, etc), dispose of all trash or perishable refrigerated items in the brown dumpsters outside ONLY— do not use the green for anything other than non-glass recycling. All trash and recycling must be bagged. Please ensure all doors and windows are locked, prior to exiting the house, and either lock the electronic lock upon exiting, or deposit a key in the lockbox upon locking the door. Linens and sheets should be left on unmade beds for our crew to collect and refresh upon checkout. Please leave wet towels in the bathroom, in tub or on tiled floor. Guests that do not vacate the rental property by 10:00 AM without the written consent of the Agent are subject to a fee equal to one (1) rental day.
10. Maximum Occupancy - At all times, the maximum occupancy is the number the home sleeps, including infants. Occupancy limits are in accordance with rules of the State Fire Marshall's Office. Sleeping limits shows as (for instance) "sleeps 6". Guests and visitors must be preapproved by Agent in advance. (Each child counts as one guest). If you bring in extra guests or visitors without prior approval and payment, guest(s) will be asked to vacate the property. Any security payments and all rent will be subject to forfeiture. Absolutely no events or parties allowed without prior consent of Agent.
11. Furnishings - Furnishings are subject to change without notice. Furniture, bedding, mattress pads, utensils or any other property supplied with the rental property must not be taken out or transferred from one property to another. Loss of these items, as well as damage to the property or furnishings in excess of normal wear will be charged to the guest(s). All rental units provide towels, pillows, blankets, sheets, paper towels, toilet paper, hand soap and dish soap to serve the maximum occupancy outlined in the rental listing.
12. Items Guest(s) Must Provide - Any personal articles, any food and drink items, coffee filters, napkins, foil, additional pillows or blankets as desired, shampoo, conditioner or other personal care items. These items or others may be requested for an additional fee through our concierge services.
13. Linens and Supplies - A basic supply of linen is provided in each property. Bed linens and bath towels are not typically changed during your stay, but a linen or cleaning refresh can be requested through our add-on concierge services. The startup set of bath soap, toilet tissue, paper towels and trash bags should be adequate for any party within the maximum occupancy of the home, and will not be replenished during a stay, unless ordered through our add-on concierge services.
14. Rental Assignment Change - Agent reserves the right to change Rental Assignments without prior notice or liability in the event of a sale of the rental property, or if the unit becomes unavailable. When comparable accommodations are not available, guest(s) will have the option of selecting from available properties or receiving a complete refund.
15. Pets - You acknowledge that NO PETS are allowed in or on the premises unless Agent has expressly authorized such use.
16. Hot Tubs - Any units with Hot Tubs have been cleaned prior to your arrival. There will be a $35.00 charge if guests(s) require an additional cleaning of the Hot Tub during Guest(s) stay. For Guest(s) safety and health, each hot tub is drained, cleaned, disinfected, refilled, chemically treated, and tested following each stay. Please refer to the instructions regarding the proper care and operation of hot tubs. Any guest who does not comply with the instructions of the hot tubs will be charged $250 fee or insurance claim for the necessary work to get the hot tub in fully functional condition.
17. Exercise equipment- Some of our rental units are furnished with exercise equipment. All equipment must be used at the risk of the guest. Guest(s) agree to indemnify and hold harmless the Owner and Agent for any liabilities, theft, damage, cost or expense whatsoever arising from or related to any claim or litigation which may arise out of or in connection with Guest(s) use of the exercise including but not limited to any claim or liability for personal injury or damage which is made, incurred or sustained by Guest(s). Guest(s) may not, under any circumstances, drop weights, allow the unsupervised use of equipment by a minor, or misuse equipment. Any damage incurred to the home by negligent or regular use of exercise equipment by a guest will be the sole financial responsibility of the booking guest, and will be enforced and collected via security deposit, insurance claim, collections, or arbitration.
18. Fireplaces - Some of our rental units are furnished with gas fireplaces. Depending on the property owner’s preferences, some fireplaces are non-operational, as they may be considered to be a liability. Agent is not authorized to reverse non-operational gas fireplaces by request.
19. Pest Control - Many different pests live and thrive in this region. Your unit has been professionally treated by a commercial pest control company with precise and complete preventative treatments in an effort to keep all the pests and bugs outside. Should you experience a pest control issue, please contact guest services so Agent may attempt to eradicate the problem.
20. Listings and Pricing - Information regarding individual listings is believed to be accurate but cannot be guaranteed. We have made every effort to ensure that all the information on Agent's website(s) is current and accurate. Rates,furnishings, fees, and taxes are subject to change without notice.
21. Indemnification and Hold Harmless - Guest(s) agree to indemnify and hold harmless the Owner and Agent for any liabilities, theft, damage, cost or expense whatsoever arising from or related to any claim or litigation which may arise out of or in connection with Guest(s) use and occupancy of the rental property including but not limited to any claim or liability for personal injury or damage or theft of property which is made, incurred or sustained by Guest(s).
22. Good Neighbor Policy - Most of our vacation rental units are in residential neighborhoods, often around families with small children, elderly residents or long term Nashvillians. We require that our guests be respectful of their surroundings and our neighbors, as we have regular communication with most of them and are alerted to indecent behavior. Please observe Metro Nashville noise ordinances between the hours of 9:00 pm and 6:00 am- As a general rule, this means reduced noise outside between those hours. Please park only in and around the property driveways or roadways, and not in neighbor’s driveways or yard. Because of the severity of Nashville Metro ordinances and our owner’s needs to stay compliant, any complaints from the neighbors will be taken seriously and Agent may require Guests to vacate the property, at their expense, without refund. Guest items or trash (i.e. beer cans, pizza boxes, etc) must be disposed of properly in Brown Metro trash bins. Any trash that is scattered throughout a common area or shared neighbor area, or left outside will be subject to an immediate $175 fee.
23. Guest Safety- All of our units are in compliance with the Nashville Fire Department and have been inspected by a Fire Marshall prior to being granted a Short Term Rental License. It is not required by the state of Tennessee for Short Term Rental Property Owners to provide Carbon Monoxide detectors, though many of our units do have them. If this is a concern to you, please ask about your specific property’s safety equipment. Additionally, some of our properties may or may not have security systems onsite, sometimes including (exterior only) cameras or sound monitoring devices to stay in compliance with Tennessee state and Nashville laws.
24. Communicating with Agent- Guests understand that Agent will be available for non-emergencies between the hours of 9:00 am and 4:00 pm, Monday through Friday, and will be alerted for emergencies only after hours or on weekends or holidays. Agent is available primarily by phone at 833-4BECKON, which is answered and able to provide information 24 hours a day, 365 days a year. Text messages may not be received by Agent, so all written Guest communication should be sent via Airbnb/VRBO/Booking Platform, via phone, or email. Agent can not be held liable to communication outside of the booking platform or the provided telephone number.
25. Violation of Agreement - If Guest(s) violates any of the conditions of this Agreement, Agent may terminate this Agreement and enter premises. Upon notice of termination of this Agreement, Guest(s) shall vacate the Premises immediately and forfeit all rents and security
deposits.
26. Payment Agreement- I agree to pay all rent and charges related to property rental. I accept all terms of the lease agreement and accept all liability for rent and charges related to property rental, as well as any damage beyond normal wear and tear during the term of my lease with Agent. I understand that these costs will be charged to my credit card on file with Airbnb, VRBO, booking.com , Beckon Homes or my booking platform of choice. If booking through a booking platform such as Airbnb/Homeaway/VRBO, I understand and agree I am responsible for any damage beyond normal wear and tear during the term of my lease with Agent up to the amount specified through my agreed upon security deposit as outlined on Airbnb/Homeaway/VRBO and, with appropriate documentation of damages (photographs, inventory, observation of smoking smell, evidence of pets, invoices of service providers, receipts of items required to be purchased) I will not dispute any charges up to the amount of the security deposit. If booking directly through Beckon and their website, I will furnish a credit card number to be used to additional incidentals or accidental damage.
27. Lost and Found – Neither Agent nor property owner will be responsible for guest(s) personal property left behind or lost during stay. If we are able to find an item left behind we are willing to ship it to the registered guest upon request. Shipping charges will be charged to the guest once we are given a valid credit card number. Items unclaimed will be held for a maximum of 14 days at which time the agent reserves the right to dispose of or may elect to donate the item(s) to a local charity.
By signing this agreement, Guest has read and fully agree to all of the above policies.
{{guestSignature}}
{{guestFirstName}}{{guestLastName}}
{{guestEmail}}
{{guestPhone}}
{{guestBookingSource}}
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{{checkInDate}}-{{checkOutDate}}
This agreement constitutes a contract between {{guestFirstName}}{{guestLastName}} and Beckon Homes, or Beckon, LLC, acting as Agent.
Please read this Vacation Rental Lease Agreement thoroughly. Any monies received by Beckon Homes for occupancy of vacation property indicate the acceptance of the terms and conditions of this Vacation Rental Lease Agreement. It is the responsibility of the guest(s) to be familiar with all policies within this agreement. This rental agreement is entered into by and between the renter, {{guestFirstName}}{{guestLastName}}, hereinafter referred to as "Guest", and Beckon Homes, or Beckon, LLC, hereinafter referred to as “Agent".
1. Reservation Requirements- Reservations are not considered "guaranteed" until a signed rental lease agreement is received by Agent. Each booking platform (Airbnb, VRBO/Homeaway, Expedia, TripAdvisor, FlipKey, Booking.com, Etc) has a different procedure for collecting payment, and Guest is advised that Agent has no control over the processes of these third party firms.
2. Accepted Forms of Payment- Most booking platforms accept all forms of credit cards and some offer other payment options as well. Only reservations booked directly through Beckon LLC will be collected by Beckon LLC via credit card invoice, sent via Square to the email address on file, which is subject to a 3.5% processing fee.
3. Cancellations- Cancellations may be made by the guest or Beckon Homes at any time, for any reason. Should Beckon Homes initiate a cancellation for any reason, guest will be subject to a 100% refund. Please view VRBO, Homeaway, Airbnb or other booking platforms for the specific cancellation and refund policies for your specific listing. In the event of emergencies, weather, or other circumstances that may delay guest travel, Beckon Homes strongly suggests the purchase of trip cancellation insurance, as Beckon Homes does not issue refunds for any unforeseen circumstances.
4. Security Deposit or Accidental Damage Insurance - All reservations require either a security deposit or the purchase of Accidental Damage Insurance through CSA travel protection. Homeowners or Travelers Insurance does not fulfill this requirement. If booking through Airbnb, please note the amount of the security deposit per the individual home listing online. This security deposit WILL NOT be charged to the guest unless and until damage is observed, reported and filed with Airbnb. For VRBO/Homeaway, Guests understand that in the event of any noticeable damage outside the scope of normal wear and tear, the guests’ security deposit can be charged or withheld, or Beckon Homes will file an insurance claim through CSA travel protection, in which case, the guest may be contacted by CSA to verify submitted information regarding our claim. Should guests refute any claim and there is verifiable evidence of damage done by your party, or should the withheld security deposit not adequately cover the damage incurred, Beckon Homes will seek to collect reimbursement through any means necessary, including collection services or arbitration, for which the guest will be responsible for any legal fees incurred by Beckon Homes or its property owners. For guests booked directly through Beckon LLC, a credit card may be requested to be kept on file for any incidentals or damages. Should a guest refute these charges, Beckon Homes will seek to collect reimbursement through any means necessary, including collection services or arbitration, for which the guest will be responsible for any legal fees incurred by Beckon Homes or its property owners.
5. Confirmation of reservation(s) - Confirmation of the reservation will be emailed to Guest(s) upon receipt of the reservation advance payment. Guest(s) may also print confirmation from Agent's website after signing and returning the Vacation Rental Lease Agreement. Please read the confirmation for accuracy of dates, mailing address, number of adults and/or children and accommodations. Any errors must be directed to the reservations department immediately.
6. Refund Policy - Agent(s) cannot guarantee against mechanical failure of heating, air conditioning, Hot Tubs, TVs, Satellite Receivers, VCRs, or other amenities or appliances. Please report any inoperative equipment to our office immediately. Agent will make every reasonable effort to have repairs done quickly and efficiently. No refunds or rent reductions will be made due to failure of appliances or equipment. No refunds for early departures (less days than reserved). No refunds will be given for delayed arrival. No refunds for reducing the number of nights reserved. Emergent issues can be expected to be handled as quickly as possible, while other issues may be replied to within 24 business hours, or by the next business day. All issues- emergent or not- are subject to be serviced by contracted, 3rd party professionals, and therefore the timeliness of their resolution is dependent on subcontractor’s availability. If, for some reason, a property is rendered inaccessible or unfit for guests prior to or during the stay by management, Beckon Homes will first try to re-home a guest in a property of equal or greater value based on rental rates and amenities offered. Should no comparable property be available for a guests’ use, guests may be eligible for a partial or full refund, at the discretion of the management team. While every effort will be made to ensure the absolute comfort of our guests, should an existing reservation be canceled because of an unserviceable issue or the lack of availability of a comparable property, Beckon Homes will not be held liable or financially responsible for the guests’ alternate accommodations. All incidences and issues with the rental unit must be reported immediately to Beckon Homes. Guests are responsible for researching the area of their reserved rentals, as refunds are not issued for dissatisfaction or misunderstanding of the neighborhood or area.
7. Acts of God - Neither Owner nor Agent shall be liable for events beyond their control which may interfere with Guest(s) occupancy, including but not limited to Acts of God, acts of governmental agencies, fire, strikes, war, or inclement weather. NO REBATE OR REFUND will be offered in these circumstances.We highly recommend the purchase of trip interruption insurance via an agency such as CSA.
8. Age Requirements - Guests under the age of 21 unaccompanied by a parent or legal guardian will not be permitted to register and will lose all funds paid to Agent. Any reservations made under false pretenses will result in loss of advance payments and possible removal of guest from rental unit. The rental of any vacation unit is for the expressed purpose of accommodating overnight visitors equal to or less than the stated maximum capacities. No events, parties or otherwise unapproved activities may take place in the rental without prior discussion or agreement. No illicit drug use, illegal activities of any kind, smoking or otherwise disruptive activities will be tolerated. Violations of this will result in immediate eviction with no refund of any monies. The agent reserves the right to refuse service to anyone.
9. Check-In/Check-Out Times - CHECK-IN TIME IS After 4:00 PM - The property address will be supplied to guests only after full payment is received. Keys or electronic lock codes are NOT available until the property is ready for occupancy. No exceptions to this policy will be made. Agent will use reasonable efforts to have the rental property ready for Guest(s) occupancy at requested check-in time, but Agent cannot guarantee the exact time of occupancy, and additional fees will apply to early checkin requests or bag storage requests. CHECK-OUT TIME IS before 10:00 AM - NO EXCEPTIONS unless previously requested AND approved. Upon checkout, guests are expected to clean up any obvious messes they have made during their stay (i.e. wipe counter tops of spills, put trash in cans, etc), dispose of all trash or perishable refrigerated items in the brown dumpsters outside ONLY— do not use the green for anything other than non-glass recycling. All trash and recycling must be bagged. Please ensure all doors and windows are locked, prior to exiting the house, and either lock the electronic lock upon exiting, or deposit a key in the lockbox upon locking the door. Linens and sheets should be left on unmade beds for our crew to collect and refresh upon checkout. Please leave wet towels in the bathroom, in tub or on tiled floor. Guests that do not vacate the rental property by 10:00 AM without the written consent of the Agent are subject to a fee equal to one (1) rental day.
10. Maximum Occupancy - At all times, the maximum occupancy is the number the home sleeps, including infants. Occupancy limits are in accordance with rules of the State Fire Marshall's Office. Sleeping limits shows as (for instance) "sleeps 6". Guests and visitors must be preapproved by Agent in advance. (Each child counts as one guest). If you bring in extra guests or visitors without prior approval and payment, guest(s) will be asked to vacate the property. Any security payments and all rent will be subject to forfeiture. Absolutely no events or parties allowed without prior consent of Agent.
11. Furnishings - Furnishings are subject to change without notice. Furniture, bedding, mattress pads, utensils or any other property supplied with the rental property must not be taken out or transferred from one property to another. Loss of these items, as well as damage to the property or furnishings in excess of normal wear will be charged to the guest(s). All rental units provide towels, pillows, blankets, sheets, paper towels, toilet paper, hand soap and dish soap to serve the maximum occupancy outlined in the rental listing.
12. Items Guest(s) Must Provide - Any personal articles, any food and drink items, coffee filters, napkins, foil, additional pillows or blankets as desired, shampoo, conditioner or other personal care items. These items or others may be requested for an additional fee through our concierge services.
13. Linens and Supplies - A basic supply of linen is provided in each property. Bed linens and bath towels are not typically changed during your stay, but a linen or cleaning refresh can be requested through our add-on concierge services. The startup set of bath soap, toilet tissue, paper towels and trash bags should be adequate for any party within the maximum occupancy of the home, and will not be replenished during a stay, unless ordered through our add-on concierge services.
14. Rental Assignment Change - Agent reserves the right to change Rental Assignments without prior notice or liability in the event of a sale of the rental property, or if the unit becomes unavailable. When comparable accommodations are not available, guest(s) will have the option of selecting from available properties or receiving a complete refund.
15. Pets - You acknowledge that NO PETS are allowed in or on the premises unless Agent has expressly authorized such use.
16. Hot Tubs - Any units with Hot Tubs have been cleaned prior to your arrival. There will be a $35.00 charge if guests(s) require an additional cleaning of the Hot Tub during Guest(s) stay. For Guest(s) safety and health, each hot tub is drained, cleaned, disinfected, refilled, chemically treated, and tested following each stay. Please refer to the instructions regarding the proper care and operation of hot tubs. Any guest who does not comply with the instructions of the hot tubs will be charged $250 fee or insurance claim for the necessary work to get the hot tub in fully functional condition.
17. Exercise equipment- Some of our rental units are furnished with exercise equipment. All equipment must be used at the risk of the guest. Guest(s) agree to indemnify and hold harmless the Owner and Agent for any liabilities, theft, damage, cost or expense whatsoever arising from or related to any claim or litigation which may arise out of or in connection with Guest(s) use of the exercise including but not limited to any claim or liability for personal injury or damage which is made, incurred or sustained by Guest(s). Guest(s) may not, under any circumstances, drop weights, allow the unsupervised use of equipment by a minor, or misuse equipment. Any damage incurred to the home by negligent or regular use of exercise equipment by a guest will be the sole financial responsibility of the booking guest, and will be enforced and collected via security deposit, insurance claim, collections, or arbitration.
18. Fireplaces - Some of our rental units are furnished with gas fireplaces. Depending on the property owner’s preferences, some fireplaces are non-operational, as they may be considered to be a liability. Agent is not authorized to reverse non-operational gas fireplaces by request.
19. Pest Control - Many different pests live and thrive in this region. Your unit has been professionally treated by a commercial pest control company with precise and complete preventative treatments in an effort to keep all the pests and bugs outside. Should you experience a pest control issue, please contact guest services so Agent may attempt to eradicate the problem.
20. Listings and Pricing - Information regarding individual listings is believed to be accurate but cannot be guaranteed. We have made every effort to ensure that all the information on Agent's website(s) is current and accurate. Rates,furnishings, fees, and taxes are subject to change without notice.
21. Indemnification and Hold Harmless - Guest(s) agree to indemnify and hold harmless the Owner and Agent for any liabilities, theft, damage, cost or expense whatsoever arising from or related to any claim or litigation which may arise out of or in connection with Guest(s) use and occupancy of the rental property including but not limited to any claim or liability for personal injury or damage or theft of property which is made, incurred or sustained by Guest(s).
22. Good Neighbor Policy - Most of our vacation rental units are in residential neighborhoods, often around families with small children, elderly residents or long term Nashvillians. We require that our guests be respectful of their surroundings and our neighbors, as we have regular communication with most of them and are alerted to indecent behavior. Please observe Metro Nashville noise ordinances between the hours of 9:00 pm and 6:00 am- As a general rule, this means reduced noise outside between those hours. Please park only in and around the property driveways or roadways, and not in neighbor’s driveways or yard. Because of the severity of Nashville Metro ordinances and our owner’s needs to stay compliant, any complaints from the neighbors will be taken seriously and Agent may require Guests to vacate the property, at their expense, without refund. Guest items or trash (i.e. beer cans, pizza boxes, etc) must be disposed of properly in Brown Metro trash bins. Any trash that is scattered throughout a common area or shared neighbor area, or left outside will be subject to an immediate $175 fee.
23. Guest Safety- All of our units are in compliance with the Nashville Fire Department and have been inspected by a Fire Marshall prior to being granted a Short Term Rental License. It is not required by the state of Tennessee for Short Term Rental Property Owners to provide Carbon Monoxide detectors, though many of our units do have them. If this is a concern to you, please ask about your specific property’s safety equipment. Additionally, some of our properties may or may not have security systems onsite, sometimes including (exterior only) cameras or sound monitoring devices to stay in compliance with Tennessee state and Nashville laws.
24. Communicating with Agent- Guests understand that Agent will be available for non-emergencies between the hours of 9:00 am and 4:00 pm, Monday through Friday, and will be alerted for emergencies only after hours or on weekends or holidays. Agent is available primarily by phone at 833-4BECKON, which is answered and able to provide information 24 hours a day, 365 days a year. Text messages may not be received by Agent, so all written Guest communication should be sent via Airbnb/VRBO/Booking Platform, via phone, or email. Agent can not be held liable to communication outside of the booking platform or the provided telephone number.
25. Violation of Agreement - If Guest(s) violates any of the conditions of this Agreement, Agent may terminate this Agreement and enter premises. Upon notice of termination of this Agreement, Guest(s) shall vacate the Premises immediately and forfeit all rents and security
deposits.
26. Payment Agreement- I agree to pay all rent and charges related to property rental. I accept all terms of the lease agreement and accept all liability for rent and charges related to property rental, as well as any damage beyond normal wear and tear during the term of my lease with Agent. I understand that these costs will be charged to my credit card on file with Airbnb, VRBO, booking.com , Beckon Homes or my booking platform of choice. If booking through a booking platform such as Airbnb/Homeaway/VRBO, I understand and agree I am responsible for any damage beyond normal wear and tear during the term of my lease with Agent up to the amount specified through my agreed upon security deposit as outlined on Airbnb/Homeaway/VRBO and, with appropriate documentation of damages (photographs, inventory, observation of smoking smell, evidence of pets, invoices of service providers, receipts of items required to be purchased) I will not dispute any charges up to the amount of the security deposit. If booking directly through Beckon and their website, I will furnish a credit card number to be used to additional incidentals or accidental damage.
27. Lost and Found – Neither Agent nor property owner will be responsible for guest(s) personal property left behind or lost during stay. If we are able to find an item left behind we are willing to ship it to the registered guest upon request. Shipping charges will be charged to the guest once we are given a valid credit card number. Items unclaimed will be held for a maximum of 14 days at which time the agent reserves the right to dispose of or may elect to donate the item(s) to a local charity.
By signing this agreement, Guest has read and fully agree to all of the above policies.
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Contract All Property Owners Sign
Below is the contract all owners sign as of 2020. Please familiarize yourself with it so you can feel empowered to speak to owners about what we can/can't provide for them:
| 2020propertymanagementcontract.pdf |
Beckon W9
Occasionally, service providers or owners will ask for a copy of our W9. Please see attached.
| beckon_w9_2020.pdf |
Handling Waverly Shell Listings
See the video above, but also reference the newly labeled Waverly Shell Listings below:
How to tell if a property is eligible for an STR Permit.