Overview
When our team creates a work order at your property — whether for maintenance, an inspection, or a monthly program visit — here's what you can expect to see and hear from us.
When We Notify You
Not every work order generates a direct notification to you. Here's the breakdown:
| Situation | Owner Notification |
|---|---|
| Routine HVO or PMP monthly visit completed | Visit summary and Loom video sent within 24 hours of completion |
| Maintenance work charged to your account | Notification when WO is created; charge appears on your monthly statement |
| Urgent issue (guest safety, property damage, emergency repair) | Phone or text from your GM or Owner Manager — immediate |
| Work requiring your approval (over cost threshold) | Email with description and estimate before work begins |
| Routine pre-guest inspection | No separate notification — covered in your monthly summary |
Your Monthly Statement
At the end of each month, your owner statement includes a summary of all work orders completed at your property, showing:
- WO type and description
- Date completed
- Cost (if any) as a deduction from your owner payout
You can also view your property's full work order history at any time through your owner portal.
How to Read WO Charges on Your Statement
Work order charges appear as line items with the WO description. Examples:
- PM 360 – June — your monthly recurring program fee
- Pool Pump Repair – 5/28 — a specific repair completed at your property
- PMP 360 – June — your monthly preventative maintenance visit fee (if enrolled)
If you see a charge you don't recognize, contact your Owner Success Manager — we'll clarify within one business day.
Urgent Issues
If we discover an urgent issue at your property — one that could affect guest safety, an upcoming reservation, or the structural integrity of your home — you'll hear from us directly by phone or text before we proceed. We do not wait for email in urgent situations.
Questions?
Reach out to your Owner Success Manager or email owners@acmehouseco.com.