3.03 Noiseaware Alert Steps

Updated 2 years ago by Thomas Berg

What is this?

In each of our apartments there is a noiseAware device plugged into an electrical outlet in an open area. This device measures the volume of noise coming from the apartment. When the volume rises above a certain threshold we get a notification on our system through email and SMS in the form of a NoiseAware ALERT. This guide will thoroughly explain the steps you need to take when we receive one of these ALERTs.

Why is this?

We are interested in measuring the volume of our guests because our apartments are in residential areas and we do not want to disrupt the community we are in. Our business depends on the cooperation of our neighbors and so we do everything we can to exist in harmony with them. Keeping the noise of our guests at a reasonable level is important to maintaining this harmony.

What does this apply to?

This applies to any of our properties that contains a NoiseAware device and ALL of our guests between the hours of 8pm and 8am eastern time.

What steps should you take?

The following list of steps is very lengthy, you must follow each of them precisely. They have been carefully crafted by your admins and this process is designed in concert with our security team, who will assist us if a guest's activities in our apartment has gotten out of hand.

If you would like to see the related Flowchart for clarification you may view it  embedded at the bottom of the article.

Decision: Are there less than 2 ALERTS total?

Example of an ALERT:

If this is the 1st Noise Alert that was received for this guest proceed to Level 1
If this is the 2nd Noise Alert or the first Noise Alert proceed to Level 2.

Level 1: First NoiseAware Alert is received:

Example:

ALERT: Your NoiseAware Sensor Kitchen island counter at 144 Steuben 601 has recorded a Noise Risk above the chosen threshold of 50. View your dashboard here: http://str.noiseaware.io/property/xPNXKZ0kd7XcBn4llytZoiGYTYKg05ZC

Step 1.0 Check Severity of NoiseAware Alert

There needs to be 10 minutes of sustained volume above 50 dB or 3 spikes in a 30 minute period.

If there is anything less than this ignore the NoiseAware Alert.

This is an example of a spike:

To view the information accurately make sure that you are looking at the dashboard on a 3-hour timescale. See image below:

Step 1.1: Identify Property

The area of the message that contains this information is highlighted in orange in the example above. In this case the property is 144 Steuben St Unit 601.

Step 1.2:  Retrieve Phone number from Guesty

Open the calendar for that listing in Guesty and navigate to the reservation from within the calendar.

In the Reservation page find the phone number under "guests"

Step 1.3: Sending 1st Noise Warning SMS

Find the SMS thread with the guest and add the tag "NOISEAWARE STEP 1.3"

This will automatically trigger the following message (this message is also in canned responses if you need it):

Hi {{recipient.first_name}}, I'm sending you this message to let you know the property you are staying in has recently received noise complaints from neighbors that can result in fines. We don't want that to happen to you! The building has strict quiet hours in the evening, so out of courtesy to our neighbors, we kindly ask you to please lower the volume. We're not asking you to stop having fun, we're just following the rules and appreciate your helpPlease text us back to let us know you got this message

Snooze this conversation for 10 minutes and then proceed to Step 1.4

Step 1.4: View Noise Level

ALERT: Your NoiseAware Sensor Kitchen island counter at 144 Steuben 601 has recorded a Noise Risk above the chosen threshold of 50. View your dashboard here: http://str.noiseaware.io/property/xPNXKZ0kd7XcBn4llytZoiGYTYKg05ZC

Open the link in the Alert, highlighted in orange in the example above.

Use the login in Keeper to access.

Check to see if the volume is above 50 dB.

Compare to the example below:

If the volume is still above 50 proceed to step 1.4a.

If the volume is below 50 wait 15 minutes and proceed to step 1.5.

Step 1.4a: Call and if no answer - Send 2nd Noise Warning SMS

Call the guest and tell them:

Hi {guest first name} my name is {virtual host name}. 
I sent a text message earlier, but I'm not sure if you received it, so I wanted to follow up to let you know we're still receiving complaints to some noise coming from your apartment. The building has strict quiet hours after 8pm, so we kindly ask you to please lower the volume out of courtesy to the neighbors. We appreciate your help.

If they do not pick up the phone do the following:

Find the SMS thread with the guest and add the tag "NOISEAWARE STEP 1.4A"

This will automatically trigger the following message (this message is also in canned responses if you need it):

Hi {{recipient.first_name}}, I just tried calling. We're still receiving complaints to noise coming from the apartment. We have to follow the building's quiet hours out of respect for our neighbors and would appreciate your help. Please lower the volume and text us back to let us know you got this message

Snooze the conversation for 15 minutes and proceed to step 1.5.

Step 1.5: Was the Noise Incident RESOLVED?

If the volume is reduced to below 25 decibels we will receive the following message from NoiseAware after 15 minutes:

RESOLVED: The Noise Risk reported by Kitchen island counter at 144 Steuben 601 has been acceptable for 15 minutes. View your dashboard here: http://str.noiseaware.io/property/xPNXKZ0kd7XcBn4llytZoiGYTYKg05ZC
If we don't received a "RESOLVED" NoiseAware message after 15 minutes proceed to Level 2
If we receive this "RESOLVED" message then no further action is needed. Unless...
If we receive another NoiseAware ALERT after this proceed to Level 2

Level 2: No Resolution of 1st ALERT after 25 minutes or 2nd Noise ALERT 

At this point we must proceed very cautiously. Pay close attention to every detail and be prepared to call the guests and also your admins if necessary.

Step 2.1: View the dashboard in NoiseAware

Open the link to the dashboard in the ALERT message you received.

If the volume is below 50 wait 15 minutes and check again. If the volume remained below 50 after last check or if you have received a "RESOLVED" message then the incident is resolved. Continue to pay attention to front for any more ALERTS.
If the volume is above 50 proceed to Step 2.2

Step 2.2: Call the guest or Send 3rd Noise Warning SMS

Call the guest and tell them this:

Hi {guest first name}, we tried to contact you several times about the noise coming from your apartment. The current noise level is too loud at this hour. If the noise continues, you could lose your security deposit and we don't want that to happen, so please keep the noise down.

If there is no response do the following:

Find the SMS thread with the guest and add the tag "NOISEAWARE STEP 2.2"

This will automatically trigger the following message (this message is also in canned responses if you need it):

We tried to contact you several times about the noise coming from your apartment. The current noise level is still too loud at this hour. If the noise continues, our security team will have to be sent and you could lose your security deposit.. we don't want that to happen. Please keep the noise down and let us know you received this message

If the guest booked on Airbnb Proceed to step 2.3a
If the guest booked on Booking.com Proceed to step 2.3b

Step 2.3a: Send the airbnb guest a message through Guesty

Airbnb has strict rules about using messaging with guests as evidence for resolving a case. If a guest wants to contest damages we must provide evidence of our claims and so we need to document some of our Noise Warnings within Airbnb.
You must send this message through Guesty.

Send the following message to the guest, make sure to use Formal Formatting:

We have attempted to contact you by text message and by phone regarding the noise coming from your apartment. Our house rules, which you agreed to when booking, forbid loud noise after 8 pm. Please quiet down now or you will lose your security deposit. Please respond and immediately lower the volume.

Step 2.3b: Send Booking.com guest a message through Front

You must send this through Front

Retrieve the guest's email address from the guest details in Guesty.

Find the last email/booking.com conversation in Front by searching for it and then add the tag "NOISEAWARE STEP 2.3"

This will automatically trigger the following message (this message is also in canned responses if you need it):

We have attempted to contact you by text message and by phone regarding the noise coming from your apartment. Our house rules, which you agreed to when booking, forbid loud noise after 8 pm. Please quiet down now or you will lose your security deposit. Please respond and immediately lower the volume.

If you cannot find a previous email or booking.com thread in front you will have to use the email address from the guesty reservation and compose a new message to them.

Step 2.3: Call the guest

Navigate to IVR  and sign in with your login credentials

To call the guest make an outbound call from your computer.

If IVR is not working, sign into Skype using the login from Keeper and call the guest using Skype.

Say the following:

Hi (guest name), we have gotten many noise complaints for your rental. There is too much noise coming from the apartment. Stop the loud activity immediately or our security team will be sent to the apartment, which will lead to the loss of your security deposit.

If they explain to you that this is a mistake make a note of it so you can tell your admin soon. 

After you hang up wait 10 minutes and proceed to Step 2.4

If the guest does not pick up proceed to Step 2.5

Step 2.4: Check NoiseAware Dashboard

If the Noise Level has not dropped below 40 Proceed to Step 2.5

If the Noise Level has dropped below 40 wait 15 minutes and check again.

After checking again, if the volume is above 40 proceed to Step 2.5.

If the volume is below 40 we can consider the incident resolved. 

Continue to monitor the noise levels. 

If another alert is received later proceed to Step 2.5.

Step 2.5: Send Final Warning SMS to guests

Send the following message to the guest through SMS:

You have ignored our requests to reduce the volume despite our strict rules regarding quiet hours and hosting parties. Our security team is en route to your apartment

If the guest is an Airbnb guest proceed to step 2.5a
If the guest is a Booking.com guest proceed to step 2.5b

Step 2.5a: Send final message to Airbnb guest

Send this message in Guesty

You have ignored our requests to reduce the volume despite our strict rules regarding quiet hours and hosting parties. Our security team is en route to your apartment and we will involve Airbnb's support staff to resolve this matter.

Step 2.5b: Send final message to Booking.com guest

Send this message in Front

Retrieve the guest's email address from the guest details in Guesty.

Compose a new message in Front and make sure to set the "From" contact to "messages@stayd.com" and set the "To" contact to the guest's email address.

Send the following message to the guest, make sure to use Formal Formatting:

You have ignored our requests to reduce the volume despite our strict rules regarding quiet hours and hosting parties. Our security team is en route to your apartment and we will involve Booking.com's support staff to resolve this matter.

Step 2.6: Call your Admin

Immediately start calling  the call tree using IVR. Use this article if you need help.

Make sure that the box to the left of "Check this box if call is an emergency (only if calling staff)" is selected. See image below for reference.

Use Skype if IVR is not working.

Move down the phone tree until someone answers.
When someone answers inform them of the situation and then tag them in the relevant front conversation. 

Make sure to also make a comment in General Questions about this emergency, tag the person you reached on the phone and paste the relevant guesty link to their reservation.

Explain to your admin that they must now proceed to Level 3 action.

Level 3: Admins only

Step 1:  Call the security team

Call the number provided by Montro Protection (our security team) and give them the address and checkin instructions so they can go through the steps we have arranged with them.

Step 2: Give instructions to the virtual host on how to proceed next

You may provide them with the phone number of the security team if it is necessary.

Flowchart


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