Procedure for Lockouts and Evictions

All evictions and/or lock outs (changing of pin codes) must be approved by Laurence or Vlad prior to execution
Ensure we had ample and necessarily documentation and communications to justify the actions being taken
If sales requires a lockout for non-payment - escalate and once approved the below will be completed by Operations
All potential remedies prior to lockout/eviction should be attempted and ensure all CS policies were followed prior to the eviction to ensure internal error was not the cause

The laws for eviction and lockout vary by market and so each case must be carefully and individually managed. There cannot be a simple procedure to cover all markets.

Based on the direction provided - communication must be clear, consistent and concise and include the guest and/or booker. If this is a corporate booking ensure to include the corporate contact and include timelines where possible.
OTAs have their own rules and regulations whereby they can also assist. Be sure to contact the Reservations Team to ensure all procedures are followed.

In situations of criminal activity or safety and security of the building, employees or guests the local police should be involved immediately

The Emergency contact for the market must be directly involved in the lock out or eviction including physically visiting and inspecting the unit or meet authorities
Under no circumstances should a housekeeper or external contractor/partner (security, building admin etc) be responsible or involved in an eviction or lockout

When a lockout is confirmed, scheduled and executed in addition to full communication with all stakeholders (including the sales manager) please ensure notes are included in RMS and the guest is blacklisted.

Concierge will not refer to lengthy email threads when advised of a lock out and instead will rely on notes in RMS prior to reactivating pin codes.

All guest items left in the suite should be packed up and stored as per our lost and found policy
If there are guest belongings in the suite - ensure we are meeting the guest and providing these items (preferably from storage and not the unit) to ensure they do not regain access to the unit (unless the reason for lockout/eviction has been resolved).
As part of our communication and documentation - provide a list of the items left in the suite, store for 30 days and communicate prior to disposal if not retrieved.