TALOA scorecard: 100 points for comparing operators
| Area | Weight | What the operator should demonstrate |
|---|---|---|
| Revenue management & distribution | 15% | Rates, calendar, channels, seasonality and decision logic. |
| Guest experience | 15% | Response, check-in, protocols, incident resolution and consistency. |
| Housekeeping & inspection | 15% | Cleaning standard, inspection, inventory and pre-arrival checks. |
| Maintenance | 15% | Preventive work, repairs, emergencies, closeout evidence and vendors. |
| Compliance | 10% | Process around RNT, guest reporting, condominium rules and applicable requirements. |
| Reporting & financial control | 15% | Revenue, costs, reconciliation, supporting documents and owner visibility. |
| Asset protection | 10% | Inspections, damage, replacements, physical security and escalation. |
| Contract & exit | 5% | Scope, authority, termination, account/data ownership and handover. |
1. Revenue management: ask for a process, not an ADR promise
A strong operator should explain how rates change by weekday, events, booking lead time, length of stay, forward occupancy and comparable supply. Be cautious with forecasts built only around “what a similar apartment makes.”
Also establish who controls Airbnb/Booking accounts, how discounts are approved, which channels are used and how net revenue is measured after platform charges and promotions.
2. Guest operations: resolution matters more than reply speed
Fast messaging is only one layer. The system should cover pre-arrival verification, access instructions, in-stay support, escalation for noise or visitors, service recovery and departure. In premium properties, operating quality becomes most visible when something fails.
3. Housekeeping: who checks the cleaner?
A cleaning checklist is not the same as inspection. Ask who verifies linen, consumables, odour, moisture, hot water, air conditioning, access, inventory and damage before the next check-in. That inspection is also an asset-protection layer.
4. Maintenance: where many management models break
Ask about preventive schedules, after-hours coverage, spend authority, technician rates, mark-ups, warranties and completion evidence. An owner should be able to distinguish diagnosis, quotation, approval and completed work.
5. Compliance: “we handle it” is not enough
The manager should define what it handles and what remains with the owner or tourism-service provider. In Medellín, formal tourist-housing operations can involve RNT, express condominium authorization where applicable, use compatibility, guest reporting and other requirements. The correct answer depends on the specific property.
6. Reporting: reconcile the money end to end
A report should let the owner reconcile collected bookings, platform charges, refunds, cleaning, maintenance, consumables, applicable taxes/withholdings and the final owner payout. Ask for supporting documents and cut-off dates.
7. Asset protection
Look for protocols around inventory, access, damages, moisture, critical equipment, contractors and neighbours. A profitable month can still destroy value if a leak is deferred or an electrical fault is ignored.
8. Contract and exit
Review term, exclusivity, notice, ownership of photography/listings, account control, guest data, deposits, outstanding obligations and handover. A good agreement reduces friction precisely when the relationship ends.
Questions that separate an operating system from a sales presentation
- Can you show an anonymised monthly owner report?
- What spend can you approve without owner consent?
- How do you select, rate and replace vendors?
- Is housekeeping independently checked?
- What happens at 11 p.m. if access or AC fails?
- How is guest damage documented and pursued?
- Who owns the platform accounts and property history?
- How does the operating plan change in a weak-demand period?
TALOA is structuring Hospitality and Property Care to connect guests, housekeeping, maintenance and reporting inside one operating system.
TALOA HospitalityFrequently asked questions
What is a reasonable short-term-rental management fee?
There is no universal comparable percentage without knowing the scope and calculation base. Compare included services, pass-through costs and owner net outcome.
Should I hand my Airbnb account to the manager?
Define account access and control contractually. Understand who retains ownership of the listing, data and reputation if the relationship ends.
Which areas carry the most weight?
Revenue management, guest operations, housekeeping, maintenance and reporting each carry 15%. The scorecard forces a complete comparison rather than declaring a mathematical winner.
Should the manager pay maintenance?
That depends on the contract. What matters is defining approval, payment, quotations, mark-ups and documented closeout.
Is a company with many units automatically better?
No. Scale can support systems but can also dilute attention. Evaluate processes, local capacity, accountable people and evidence of the promised service.
Primary sources and references
Sources consulted for this edition. For legal, technical or financial decisions, confirm the current rules and the facts of the specific case.