A work order records a property issue and the work needed to address it. Owners can use the portal to submit and follow maintenance requests; urgent issues also need direct contact with the local team.
How do I report a problem?
The Owner X guide describes Work Orders → Add Work Order. Add a clear title, priority, description and photographs, then submit. Include where the problem is occurring and whether it affects safety or a guest stay. For an urgent issue, also call or text your Casago market contact; do not rely only on a portal submission.
Will you ask me before every repair?
The maintenance guidance distinguishes work that can proceed within authorized limits from work that needs owner approval. Your agreement and applicable authorization determine the decision for your home. Ask the team to confirm the scope and estimated cost when approval is required; do not assume one quoted threshold or rate applies to every market and contract.
What can be charged?
Maintenance may involve internal labor, parts or outside vendors. Optional program enrollment can affect what is included. Request the applicable rate schedule and a clear explanation of the work-order charge; a management fee does not automatically include all repairs.
How can I follow up?
Use the work-order reference when contacting Owner Success. The published guidance describes work-order history in the portal and charges on monthly statements. An unfamiliar charge should be reviewed against its description, date and supporting work record.
Is preventative care the same as a repair?
No. The published PMP 360 overview describes an optional program with proactive checks and maintenance within its scope. A specific repair, replacement or outside-vendor job needs its own scope and cost assessment. Confirm program availability and terms for your home.
Related guidance
- Work-order communications
- Maintenance labor and authorization guidance
- Owner X work orders
- Preventative maintenance program
Audience: prospective and current owner partners. Category: owner FAQs. Reviewed September 23, 2026. Property-specific services, rates and commitments remain subject to the applicable agreement and confirmed program terms.