ACH MAIN 760-650-0150 Thank you for calling Acme House Company Vacation Rentals in sunny Palm Sp...

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Boris Stark

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ACH MAIN 760-650-0150 Thank you for calling Acme House Company Vacation Rentals in sunny Palm Springs, California. Calls are recorded for quality assurance. If you know your party's extension, enter it at any time. If you are currently staying in one of our homes, select 1. To rent a property or modifying a reservation select 2, owner-partners select 3, looking for a rental manager?, select 4. Vendors select 5. This menu will repeat. by Boris Stark

Mind Map: ACH MAIN 760-650-0150 Thank you for calling Acme House Company Vacation Rentals in sunny Palm Springs, California. Calls are recorded for quality assurance. If you know your party's extension, enter it at any time. If you are currently staying in one of our homes, select 1. To rent a property or modifying a reservation select 2, owner-partners select 3, looking for a rental manager?, select 4. Vendors select 5. This menu will repeat.

1. Key #1 - Guest Services

1.1. Guest Service Agent Phone - Simultaneous Ring - Agent take call handles the call

1.1.1. voicemail 'Your call is the reason we are here! Our staffing is limited due to Covid, which is why you have reached the voicemail. The good news is that you will receive a response in 30 minutes or less. Please leave your name, property address or property name, your phone number and a preferred communication preference such as text or a call back. Thank you.

1.1.1.1. Voicemail transcribed and sent to [email protected] for all agents to see, available agent picks up the voicemail and handles the guest.

1.1.1.2. Note, the guest service agents can give out their direct number to anyone who they want to. However, all of the vmails for any GSA will go into [email protected]

1.2. Key #1 Guest Services Afterhours (Virtual Menu)

1.3. Your call is the reason we are here. We have concluded regular business hours, which are 8am to 8pm, 7 days, however, we have great options for you. If experiencing a property emergency, select 1. For non urgent items and to be the first in line for a 9am callback select 2 to leave a message. If you were advised an item would be resolved today, and wasn't, please select 3. This menu will repeat.

1.3.1. Key 1 - After-hours service is reserved for property emergencies such as major plumbing, fire, flooding, alarm going off, WIFI, Air conditioning and major appliance failure which can impact your stay. Select 1 now to connect to after-hours team, select 2 to leave a message and you will be first inline for a 9am callback. If you have non-emergency, but you would like a service after hours for a fee select 3 now.

1.3.1.1. Key 1- Send to Call Center

1.3.1.2. Key 2 Send to Voicemail

1.3.1.3. Key 3 - Send to Call Center

1.3.2. Key 2 - Sent to Voicemail

1.3.3. Key 3 - Send to Call Center

2. Key #5 - Vendors

2.1. Key 1 To report an issue at a property press 1 - Sent to Guest Services Ring Group

2.2. Key 2 - If you have question about your invoice - Sent to Accounting - Marcy

2.3. Key 3 - All other questions - Sent to Guest Services

3. Key #4 Sales

3.1. X919 - JP - Hi you have reached John Patrick Flynn, my regular work hours are Monday trough Friday, from 8am to 5pm. If you have reached this voicemail during my days off and you have an urgent item, please press 0 now. Otherwise please leave a voicemail and I will return your call once return to the office. Thank you

4. Key #3 Owner Hotline

4.1. Owner Hotline Menu - Hi, you have reached the Owner Hotline. Thank you for your partnership. Regular hours are Monday to Friday 8am to 5pm. If you have a property emergency select 7 now. Otherwise listen to the entire menu before you make your selection. To escalate an item to management, select 1, Owner Care select 2 for Sales select 3 for Reservations select 4, for , for Accounting select 5, and for assistance with new property on-boarding select 6.

4.2. Key 1 - ESCALATED - Hi you have reached the owner escalation line. Thank you for the opportunity to help. This hotline goes directly to management for fastest handle time. Please leave name, property address, best contact method, phone, text, email, best time to contact, and as much or little background as you prefer on the escalated item. Callback guarantee during regular business hours, is 2 hours. There is also the option of clicking on escalate, from the signature of any ticket or company email from us. Thank you and we look forward to a fast resolution.

4.3. Key 2 OWNER CARE MENU

4.4. Key 3 - SALES- Transfers to JP X919

4.5. Key 4 - RESERVATIONS- Ken Hudnall X916

4.5.1. Hi you have reached Ken Hudnall, my regular work hours are Monday trough Friday, from 8am to5pm. If you have reached this voicemail during my days off and you have an urgent item, please press 0 now. Otherwise please leave a voicemail and I will return your call once return to the office. Thank you

4.6. Key 5 - ACCOUNTING - Michael Bowe - X904

4.6.1. Hi you have reached Michael Bowe my regular work hours are Monday trough Friday, from 8am to 5pm. Please leave a voicemail and I will return your call once return to the office. Thank you

4.7. Key 6 - ONBOARDING - Rick Capnerhurst X905

4.8. Key 7 - URGENT ITEM CALL GROUP

5. Key #2 Reservations (760)537-4188 Thank you for calling Acme House Company Vacation Planners. Calls are recorded for quality assurance. If you have an existing reservations, select 1, to make a reservation or inquire on a property select 2, for a late check out or early arrival select 3, for guest services while staying with Acme, select 4, for all other calls select 5. This menu will repeat.