Turnover operations
Write a turnover brief a cleaner can finish without calling
A short handoff record for short-term rental turnovers: access, linen, damage, and the one decision that cannot wait.
Published · 2 minute read
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What to control
- Name the property, unit, and checkout time
- Record access method and code owner
- List linen, amenity, and damage exceptions
- Give one escalation contact and response window
Operating context
A turnover brief is a work order, not a paragraph in a group chat. It should let a cleaner start without calling the owner and finish without guessing. The brief names the property, the checkout, the access method, the expected standard, and the exceptions that require a decision.
Start with the state of the unit. Note whether the guest has checked out, whether late checkout was approved, and whether access was verified. A code that was scheduled to rotate but did not is a common cause of a wasted visit.
A workable routine
Record the consumables and linen plan. If the unit uses a linen service, note the pickup and delivery window. If the cleaner supplies linen, state the count and where replacements are stored.
Damage is the item most often mishandled. Ask for a photo, the location, and a short description. Separate cosmetic wear from a safety issue, and name who decides whether the guest is charged or maintenance is called.
Review and evidence
Close with one escalation path: the person, the channel, and the response window. A cleaner who cannot reach anyone will improvise, and improvisation is how a small issue becomes a refund.
For related operating guidance, review the [turnover handoff brief](/blog/str-turnover-cleaner-handoff-brief) and the [guest response window guide](/blog/str-guest-message-response-windows). The [CISA cybersecurity performance goals](https://www.cisa.gov/cybersecurity-performance-goals) provide public baseline context for access and account controls.