Zero Tolerance Policy
A zero-tolerance policy in schools is a strict enforcement of regulations and bans against undesirable behaviors or possession of items. A zero-tolerance policy with Air Concierge is a strict enforcement of how we expect to be treated by our clients.
With hundreds of clients in our portfolio we have had a few in the past that have been demeaning, rude, threatening, and generally been someone(s) that are neither good for the heart, or the soul. We have a zero tolerance policy in place for those types of clients.
This is a difficult business with many moving parts, juggling homes, guests, owners, cleaners, vendors and 1000+ other moving parts. It's why you've presumably hired us and we're honored to take that on -- but it does come with risk (please review our Setting Expectations for more details). That risk is where we go the extra mile -- and where frustrations could and should mount. Guests that cause damage? That's stressful for us, for you and for the home. But it can and will happen over time. We work on those things and ask that you work with us. Utility bills that are higher than normal or higher than when you use the home? That's frustrating, but that comes with the territory too. Not getting enough bookings? Risk. Not earning the nightly rate or monthly revenue you think the home should fetch? Risk.
The point is, we are a team of human beings, that work nearly around the clock on all facets of your boutique hotel business. We are successful when the home is successful and we are incentivized to be as successful as possible.
So we kindly ask you to treat us with respect and professionalism in those periods of highs and lows.
Why do I need to even draft this? I am asking myself the same question. However and unfortunately, in the past there have been a select few that have not been able to maintain those basic levels of decency. We have no choice but to terminate any relationship immediately if our simple policy cannot be adhered to and we will maintain a legal position with regards to any existing bookings that may exist at that time. Those terms can be found here.
It's my sincerest hope these clauses or agreements ever need to be referenced again - but I value our staff, our integrity and our reputation - if any of those things are denigrated, I also have to value our value system.
Thank you for your understanding,