Maintenance is part of owning any property, but holiday rentals create a different kind of pressure. A problem that might be inconvenient in an empty home can quickly affect a guest’s stay and the next booking. When the owner is overseas, someone local needs to notice the issue, decide how quickly it requires attention and make sure the work is completed properly.
A broken door handle between bookings is normally a simple decision: repair it. Repainting a villa or replacing several bathroom fittings requires more planning and is usually better scheduled for a quieter period. An air-conditioning unit that stops cooling while guests are staying, however, needs a much faster response.
Holiday rental maintenance involves all three situations. The work is not simply finding someone who can carry out a repair. It also involves deciding how urgently something needs attention, arranging access, keeping the owner informed and checking that the work has been completed properly.
For overseas owners, the balance is important. They should not need to approve every minor repair, but they should not be surprised by significant work or unexpected expenses either.
How We Find Maintenance Issues
Problems are reported in several ways. A guest may contact us during their stay, a cleaner may notice something while preparing the property, or our team may identify it during an inspection.
We inspect properties after every checkout and carry out more detailed inspections approximately every quarter.
Our checkout inspections are largely approached from the next guest’s perspective. We look for things that could disappoint or annoy someone arriving for their holiday, including:
- Air-conditioning units that are not cooling properly
- Lights that are no longer working
- Missing or worn kitchenware and cookware
- Stains on sofas and other furnishings
- General wear and tear that is beginning to affect the presentation
- Small plumbing or maintenance problems
Finding these issues between bookings gives us a better opportunity to resolve them before another guest arrives.
Inspections are also one of the important differences between a rental agent and a full-service property manager. A rental agent may generate a booking, but someone still needs to look after the property and handle anything that happens during or between stays.
Not Every Repair Needs the Same Response
We broadly treat maintenance as routine, urgent or planned. The right response depends on the issue, whether the property is occupied and the amount of work involved.
Routine Repairs
Small problems can usually be dealt with without involving the owner in every decision. Examples include repairing a broken door handle or fixing a leaking sink.
We agree a maintenance spending limit with each owner. When a routine repair falls within that limit, we can arrange it and keep the property running without waiting for approval.
This is particularly useful for owners who want to remain hands-off. They do not need a message every time a small item needs replacing, while still retaining control over more significant spending.
Urgent Problems During a Guest Stay
The most common urgent problem is an air-conditioning unit that stops cooling during a reservation.
We clean and service every air-conditioning unit approximately every four months, but faults can still develop between services. A unit may lose refrigerant through a leak, or an electrical or mechanical component may fail.
When this happens, we aim to have the unit inspected and repaired the same day. In Phuket’s climate, a bedroom without working air conditioning cannot normally wait several days for attention.
If the unit cannot be repaired and must be replaced, we may need to proceed even when the cost exceeds the owner’s agreed spending limit. We take the same approach to other clear and necessary replacements, such as an unusable television during an occupied stay.
We only make this type of decision when the work is genuinely urgent, affects the guest and is something the owner could not reasonably be expected to decline.
Larger Planned Work
Not every maintenance job should be carried out while a property is busy with reservations. Larger projects are normally discussed with the owner and, where possible, arranged during the low season.
We recently completed a substantial programme of work at Villa Oxygen. This included:
- Painting the internal walls and ceilings
- Painting the external walls around the swimming pool and garden
- Repairing a roof leak
- Replacing curtains
- Varnishing the wooden stairs and front gate
- Varnishing wooden ornaments and the slats along the second-floor balconies
- Replacing bathroom sinks and overhead shower heads
This was more than an individual repair. Planning the work together meant that several maintenance and presentation issues could be addressed during the same quieter period, with less disruption to future reservations.
Keeping Owners Informed
When an issue exceeds the agreed spending limit, we normally send the owner photographs or video and explain what needs to be done. Depending on the owner’s preference and the urgency of the situation, this is handled by email or WhatsApp.
For non-urgent work, we obtain a quotation from a trusted contractor before proceeding.
When speed is important, we may first obtain an approximate price and then follow it with a written quotation. Obtaining a formal written quotation can sometimes take longer in Thailand, and it does not always make sense to leave a guest without an important facility while waiting for the paperwork.
The aim is to give the owner enough information to make a decision without allowing the reporting process itself to hold up necessary work.
Working With Contractors We Know
Our team remains responsible for handling the maintenance issue from the initial report through to completion. Where specialist work is required, we arrange trusted external contractors.
These include contractors for:
- Air-conditioning
- General repairs and maintenance
- Pest control
- Pool cleaning and servicing
- Gardening
- Cleaning
We have worked with contractors across these fields for many years, and with some for almost 20 years. That history matters. They already know many of the properties we manage, where they are and what they have worked on previously.
In many cases, they will already have a good idea which parts may be needed, allowing them to respond more quickly than someone visiting the property for the first time. They also understand the standard of work we expect and what we will and will not accept.
Checking Completed Work
Arranging a repair is not the end of the process. We inspect and test work completed at every property we manage.
Where a photograph is useful, or the owner has specifically requested one, we also provide pictures of the completed work. Some repairs are easy to show in a photograph, while others are better confirmed by testing the appliance, plumbing or equipment involved.
The important point is that the contractor’s departure does not automatically mean the job is considered complete.
Guest Damage and Ordinary Wear and Tear
Wear and tear and guest damage are not the same thing.
Cookware becoming worn after repeated use, for example, is part of operating a holiday rental. Deliberate or significant accidental damage caused during a reservation is handled differently.
The appropriate response depends on the extent of the damage and how the booking was made. Where a guest is responsible, we will normally pursue payment through the relevant booking channel’s claims process.
This is another reason checkout inspections matter. The sooner damage is identified, the easier it is to document what happened and begin the appropriate process.
Preventive Maintenance Still Matters
Regular servicing cannot prevent every breakdown, but it reduces avoidable problems and helps us identify equipment that is beginning to deteriorate.
Preventive work we routinely coordinate includes:
- Air-conditioning cleaning and servicing
- Pest control
- Pool cleaning and equipment servicing
- Garden maintenance
- General cleaning
The requirements differ between a condominium and a large private villa, so the maintenance programme must reflect the property rather than follow an identical checklist for every home.
Maintenance Without Managing It From Overseas
Good holiday rental maintenance should keep the property working properly, protect its presentation and reduce disruption for guests. It should also give the owner control over important decisions without making them manage every leaking sink, contractor visit or replacement part themselves.
If you own a villa or condominium in Phuket and would like help managing, maintaining and renting it, get in touch.
