What should I do if my client is late or doesn’t show up?

Follow these steps if they don’t answer

• Ring the doorbell and knock (if you’re inside the building)
• Try to contact them: send 1 message and make 2 calls
• Wait 15 minutes
• Take a photo in front of the door, showing the door number
• Message the client to let them know you’re leaving
• Swipe to check in and out of the booking in your app
• Email the photo to info@urban.co

We’ll add a note to the booking in case there’s a dispute later.

We’ll still pay you in full

If your client gave the wrong address or isn’t home, don’t worry — as long as you follow the steps above, we’ll still pay you in full

If your client arrives late

• If they show up within 15 minutes, only give the time remaining in their booking if you’ve got another one straight after
• If you’ve got time and want to go ahead with the full treatment, that’s completely up to you