The Exact File Stronghold Uses to Protect Every Property and Manage Every Guest

At Stronghold Real Estate, guest communication isn’t handled casually. Every single reservation, from Airbnb to VRBO to direct bookings, is processed using one standardized document, the Renter File. This is not a guideline, a checklist, or a reference sheet. This is the actual working document we use across our entire company, for every single guest.

From the first time a guest books with us, a duplicate copy of this Renter File is created and customized for that reservation. That copy becomes a living record, storing notes from every call, every message, every confirmation, and every issue. It is the central file we use to execute welcome calls, document policy confirmations, handle complaints, and follow up after checkout.

If you’re trying to scale your property management business or create a team of trained VAs who can operate at your level, this file is your blueprint. It’s not optional. It’s operational. In this post, we’ll walk through exactly how and why this file is one of the most important tools Stronghold uses and why it’s mandatory for every guest, every time.

What Is the Renter File?

The Renter File is a document-based guest management system that contains everything you and your team need to know, say, and track for each reservation. This includes welcome call dialogue, guest screening questions, issue response protocols, and the post-reservation call script. It is not generalized training content. It is the exact document we use at Stronghold to manage day-to-day guest interactions.

Every Stronghold guest has one. Whether they booked through Airbnb, VRBO, or direct, we duplicate the Renter File, name it by the check-in date and property name, and begin filling in the details. From that moment forward, everything that happens with that guest is recorded notes from the welcome call, any rule violations, their guest count, vehicle info, payment tracking, emergency contacts, DUVE status, incident reports, and even their final feedback after checkout.

If an issue arises, we return to this file. If a platform dispute needs to be filed, this file is our evidence. If a team member needs to review guest history or notes, this file tells the story.

It is, quite literally, the backbone of our entire guest management and property protection system.

Step 1: Duplicate and Customize for Every New Guest

The first step when a new guest books is simple but critical: duplicate the Renter File and customize it for the reservation. That means changing the file name to include the check-in date, the house name, and the guest’s status — such as NEED-WC (Welcome Call), NEED-RA (Rental Agreement), or DONE.

Then we immediately input their details. This includes the guest’s name, cardholder name for VRBO bookings, total adults, kids, vehicles, pets, platform booked on, and any installment payments made or pending.

The goal here is to get ahead. We don’t wait until check-in to start verifying and protecting the property. We begin logging every detail right away. And we carry that through every step of the guest lifecycle.

Step 2: Conduct the Welcome Call — With This Exact Script

The Renter File includes a fully scripted Welcome Call, word-for-word, used on every call with every guest. Our VAs and team members read it as written, because the wording matters.

This call is recorded and logged in the file, with the time and date noted. The guest is informed the call is being recorded, and we begin the process of reviewing their reservation, answering their questions, and most importantly, communicating the rules.

We verify the guest’s origin, reason for travel, number of adults, kids, pets, cars, and visitors. We collect emergency contact information. We confirm that they’ve completed their DUVE check-in and signed their rental agreement. If not, we explain how to do it and follow up right after the call.

Then we go through the rules, word-for-word:
No parties. Quiet hours from 10 PM to 7 AM. The presence of Ring cameras and noise sensors outside. The limits on guest count and vehicles. The fines for unapproved visitors. The smoke-free policy. The rental agreement summary.

This moment is not casual. It is legal, operational, and brand-reinforcing. And all of it is logged inside the Renter File, including any guest questions and your answers.

Step 3: Use the File to Respond to Any Issues or Incidents

If a guest complains, violates rules, or something breaks, we don’t wing it. We don’t react emotionally. We follow the exact issue response script included in the Renter File.

We inform the guest the call is being recorded. We open the Issues section of the file and document the time, date, and issue raised. We repeat the concern back to the guest so they know they’ve been heard. We let them know we will escalate as needed and follow up within 15–20 minutes no matter what.

Every detail: photos, links, timestamps, and resolutions is captured in the file. If it’s something major like HVAC failure, utility outage, lockouts, security violations, or payment disputes, we escalate to ownership.

If the guest threatens to cancel, leaves a negative review, or initiates a chargeback, this file becomes the evidence. It has been the deciding factor in numerous Airbnb disputes. It shows that rules were explained, numbers were verified, and support was provided in real time.

Step 4: Complete the Post-Reservation Call

After the guest checks out, the relationship isn’t over. We schedule and complete the Post-Reservation Call, using the script inside the file.

We ask how their stay went. We gather feedback. We ask whether they’d book again, whether they’d recommend us, and if appropriate whether they’d leave a 5-star review. If not, we escalate to Casey to offer a chance to make things right.

We also use this call to invite the guest to our mailing list and direct booking site. It’s not just about reviews. It’s about relationships and repeat stays.

Once this call is complete, final notes are added to the Renter File. The guest’s journey is fully documented from start to finish.

The Renter File Is Also a Dispute Weapon

Let’s be clear. This file is not just about hospitality. It is a legal asset. It has been used to win Airbnb disputes, respond to claims, justify guest fines, and defend against chargebacks. If a guest violates rules, damages property, or leaves a false review, this file proves otherwise.

Every piece of it: call recordings, timestamps, written notes, guest confirmation, becomes part of your evidence bank. And that is why we do not skip it. We do not "remember later." We document everything now, so we don’t have to guess later.

Why You Must Use the Renter File And Use It Every Time

If you’re growing a property management business or training virtual assistants to support your operations, the Renter File is non-negotiable. It is the literal playbook. It tells your team what to say, what to record, and when to escalate.

It creates consistency across all guests and all properties. It makes sure your business doesn’t rely on memory, emotion, or vague guidelines. And it protects your assets and your owners from risk.

At Stronghold, this is not theory. This is practice. Every property. Every booking. Every guest. Every time.

Want the Renter File? Use What Stronghold Uses.
This is the exact file we use with every guest at Stronghold Real Estate. If you want your VAs and team to manage guests the way we do, this is where you start.

Click here to download your copy of the Renter File

Use it to screen, track, document, and deliver world-class service while protecting your properties from damage, fraud, and disputes.