# Rove+ Operations Guide

Source: https://rovetravel.com/s/rove-operations-guide

## What Rove Manages

**Guest Experience**

- 24/7 guest concierge support
- All guest communication and issue resolution
- Guest vetting and background checks
- Guest security deposit or damage waiver management

**Bookings & Revenue**

- Reservation management across channels and 30+ booking partners (insurance relocation, corporate booking companies, listing sites, travel agencies, etc.)
- Dynamic pricing and revenue optimization
- Payment collection and remittance
- You receive payouts by the 15th of each month for prior month's stays

**Property Care**

- Professional cleaning between stays (cleaning fees paid by guests)
- Maintenance coordination through vetted contractors and partners
- Pre-stay amenity verification for critical systems (pools, locks, Wi-Fi)

**Marketing & Listings**

- Professional photography
- Listing creation and optimization
- Rove branding across all platforms

**Protection & Reporting**

- Rove+ damage waiver program (covers accidental guest damage up to $2,500 per incident)
- Monthly owner statements and performance dashboards
- Owner portal access

## What to Expect

**Response Times**

- Non-emergency issues: typically resolved within 24-48 hours
- Emergencies: coordinated same-day through local vendor partners

**Quality Control**

- Standardized cleaning checklists
- Photo-based verification after each turnover
- Periodic property audits

**Onboarding**

- Full property documentation and amenity testing before going live
- Launch checklist must be completed before first booking
- Typical timeline: 1-3 weeks from photography to first booking

**Communication**

- Dedicated owner support via email and Owner Portal
- Monthly performance reviews available upon request

## Owner Responsibilities

**Property Readiness**

- Ensure property systems (HVAC, electrical, plumbing, pool equipment, smart home) are in working order
- Provide and maintain guest supplies: linens, towels, toiletries, basic kitchen essentials
- Maintain adequate supplies for vendor access (keys, codes, lockbox)

**Ongoing**

- Cover utility costs during guest stays
- Communicate owner-use periods via the Owner Portal when the property is not booked
- Approve maintenance/repairs over $500 (emergency repairs may proceed immediately with notification)

## Booking & Guest Policies

**Your Control**

- Set minimum night requirements by season
- Block dates for personal use or maintenance
- Rove handles guest vetting—owners do not approve/decline individual bookings

**Cancellations**

- Rove enforces a strict cancellation policy to protect your revenue
- If a guest cancels within policy, you retain the applicable payout per policy terms

## Fees & Costs

- Rove management fee: Deducted from the accomodation fare for management services.
- Rove platform fee (up to 12%): Paid by guests on RoveTravel.com bookings; covers platform access and payment services.
- Third-party channel fees: When you or Rove opt into channels like Airbnb, Booking.com, or VRBO, platform fees are passed through to the owner and deducted from booking revenue. Fee rates are determined by each channel. On third-party channel bookings, Rove collects only the management fee. You can opt in or out of third party channels by notifying Rove at any time.
- Guest-paid fees: Cleaning fees, pet fees, and payment processing fees (if paid by credit card) are collected from the guest.
- Maintenance/repairs under $250: Owner (no pre-approval needed)
- Maintenance/repairs over $250: Owner (with approval)
- Emergency repairs: Owner (proceeds immediately, notification sent)
- Utilities: Owner
- Supplies & restocking: Owner

*For current management rates or questions, contact your Rove representative or see your management agreement.*

## Damage & Liability

Rove+ Damage Coverage

- $5M of damage protection on RoveTravel.com bookings
- See more on Rove+ Damage Policy

**Rove+ Damage Waiver**

- Covers accidental guest damage up to $2,500 per incident
- Does not cover: intentional damage, theft, normal wear and tear, or pre-existing conditions
- Claims processed within 14 days of guest checkout

**Owner Insurance**

- Owners must maintain adequate homeowner's/landlord insurance
- Rove carries commercial liability coverage for operations