Report and hand over a cleaning incident

This path is for a member of the agency's internal cleaning team. Use it when you find damage, supplies or keys are missing, instructions do not match reality, or an action must continue with somebody else.

The cleaning task and ticket serve different purposes:

• the task preserves the state, checklist, and evidence for the assigned cleaning;
• the ticket gives an ongoing incident an owner, priority, and follow-up.

Creating a ticket does not reassign the cleaning or change its state. Completing the task does not automatically resolve the incident.

Act on the risk first#

If people or property are at risk, a guest cannot gain access, or the rental cannot be used, contact the agreed urgent channel immediately. Do not wait for a ticket response before controlling an immediate risk.

Do not manipulate an installation, lock, or appliance outside your instructions. Keep the site safe and record only the evidence required, without guest documents, belongings, or personal data.

Keep the task faithful to the work performed#

1. Open the correct cleaning and confirm the rental, date, and assignment.
2. Check only items genuinely completed.
3. Upload the requested evidence and wait until it appears on the task.
4. If the work cannot be finished, do not check false items or use Complete cleaning merely to remove the task from the list.
5. If cleaning is complete but a separate repair remains, complete the task only when its checklist and evidence are true; hand over the repair separately.

Do not duplicate the task or use a colleague's account to change an assignment.

Record the incident when Tickets is available#

1. Open Tickets > Create.
2. Choose Maintenance or the visible category that genuinely describes the case.
3. Enter a short subject and describe what you found, the impact, any temporary measure, and the required decision.
4. Leave the state as Open, choose a genuine priority, and select one of the responsible people offered.
5. Link the corresponding authorized reservation or rental operation. If it is missing, do not select a different property or stay.
6. Save once and confirm that you can open the ticket and its conversation.
7. Add later clarifications to that ticket; your cleaning role does not manage reassignment, editing, or the complete closing lifecycle.

If Tickets, an assignee, or the related object is unavailable, use the agency's operational channel and include the cleaning task identifier. A missing selector does not authorize copying data into an unrelated resource.

Hand over the open work#

Holidario does not have a dedicated cleaning-shift handover record. Before ending your shift, hand over the case through the approved channel and request confirmation for critical cases. Include:

• task identifier and rental;
• what happened and when;
• the actual cleaning state and evidence already saved;
• the action taken;
• next action, owner, and deadline;
• a link to the ticket, if created;
• the access, material, or decision blocking the work.

Keep the main detail on the relevant task or ticket. The handover note must not contain access codes, complete telephone numbers, documents, or payment data.

Verify before leaving#

• the task state and checked items match reality;
• required files appear after upload;
• the ticket, if any, opens and shows the correct assignee;
• the responsible person knows the next step and deadline;
• any immediate risk was handed over directly rather than only through a notification.

If a Holidario action fails, keep the identifier, time, action, and exact message. Retry once only after checking the state, then follow Ask for help with the right information for a product problem.