Onsite inspections, emergency visits, and repairs are separate services
Before an incident, decide who receives the call, visits, decides, orders the work, and pays.
The phrase ‘onsite support’ often combines scheduled post-checkout checks, urgent visits during a stay, first checks of equipment, and orders to specialist repair vendors. Each needs different staff, authority, and costs.
Bottom line: do not treat the 20% onsite inspection, the 30%+ emergency local response, and owner-managed repair, replacement, interior, and appliance orders as one service.
Use this guide to list the property location and likely incidents, then confirm service area, contact method, authority, and extra conditions in the management contract.
The three services have different purposes and completion criteria
An onsite inspection is scheduled work that checks, records, and reports the room, cleaning, supplies, or equipment under agreed timing, frequency, and conditions. Emergency local response is a separate visit when a contracted incident such as a lock problem, neighbor complaint, or leak occurs during a stay.
Repair and replacement are asset decisions: diagnose the cause, select a vendor or product, approve the quote, place the order, pay, and confirm completion. A manager that finds and reports a fault does not automatically become the purchaser or cost bearer.
Start with three boundaries
- Onsite inspection
- 20% and 30%+
- Emergency local response
- 30%+
- Repair, replacement, order
- Owner
A post-checkout check with service area, timing, and frequency defined by contract.
An onsite response to contracted incidents. Contact hours, method, area, and frequency are set in the contract.
The owner handles ordering and vendor costs such as products, parts, travel, installation, and construction in every plan.
Separate the first action from the next decision in each scenario
- Scheduled post-cleaning check: under 20% and 30%+, inspect and report according to the contracted area, timing, and frequency.
- Cleaning issue visible in completion photos: 20% and above may request correction based on verified photos or reports. This is not an onsite inspection.
- Lock problem during a stay: the guest contact first checks the facts and alternative entry method. If covered by a 30%+ contract, it can move to onsite response. The owner decides any lock repair or replacement order.
- Neighbor noise complaint: record the report and guest warning. If the continuing incident meets the 30%+ contract conditions, assess an onsite response.
- Leak, outage, or water-heater failure: where life or fire risk exists, prioritize the appropriate public emergency contact and report to the owner. The owner selects and orders the repair vendor.
- Equipment or appliance fault: 30%+ may perform a first onsite check and report. The owner decides and orders repair, replacement, or a new appliance.
- Interior damage found: 30%+ records and reports the condition. Cause, recovery from a guest, and repair or interior work are separate decisions.
What changes across StayJP's 10%, 15%, 20%, and 30%+ plans
- 10% Light: the owner handles onsite inspections, emergency local response, and equipment checks.
- 15% Standard: covers cleaning schedule and booking-change notices plus completion report and photo checks. It excludes onsite inspection and emergency local response.
- 20% Pro: adds cleaning correction requests based on verified reports or photos and contracted post-checkout onsite inspections. It excludes emergency local response.
- 30%+ Premium: adds contracted emergency local response, equipment and appliance first checks, and interior or damage reporting.
- Every plan: the owner handles and pays for repair, replacement, interior, and appliance vendor selection and orders.
Decision flow when an urgent incident occurs
- 1. Intake: identify the booking, property, guest, time, current danger, photos or video, and reachable contacts.
- 2. Safety: for threats to life, fire, or crime, prioritize the appropriate public emergency contact for the situation.
- 3. Record and share: keep guest, neighbor, OTA, and equipment information in time order and give verified facts to the owner.
- 4. Visit decision: check whether the event, area, hours, and frequency are covered by the 30%+ contract.
- 5. First check: record what can be checked safely onsite and report interim options and the need for a specialist.
- 6. Approval and order: the owner decides repair, replacement, or guest compensation under the agreed authority and approval process.
- 7. Completion record: retain actions, photos, costs, unresolved items, and the next owner.
Nine items to confirm before signing
- 1. Service area: confirm onsite inspection and emergency response availability for the actual address.
- 2. Covered incidents: list the triggers for a visit, such as locks, noise, leaks, outages, hot water, and equipment faults.
- 3. Contact method: define contacts and priority for guests, neighbors, OTAs, and the owner.
- 4. Contact hours: distinguish the regular channel from the contracted urgent channel.
- 5. Visit conditions: confirm frequency, timing, exclusions, and additional conditions.
- 6. Authority: define who approves entry, guest instructions, interim measures, and refund proposals.
- 7. Cost approval: define the stop point, substitute authority, method, and limit if the owner cannot be reached.
- 8. Vendors: state that the owner selects, orders, pays, and accepts repair work.
- 9. Records: define how contacts, visits, photos, approval, costs, and open items are reported.
Repair costs are not included in the 30%+ emergency local response
The 30%+ emergency local response means visiting, conducting a first check, recording, and reporting within contract conditions. In every plan, the owner handles and pays for repair, replacement, interior, and appliance orders and external costs including products, parts, travel, installation, removal, and construction.
Service area, contact hours, visit count, transport, and additional visits are set by contract. Do not infer costs or arrival conditions from the service name alone.
Summary: do not combine contact, visit, check, order, and payment in one line
A workable emergency contract shows the intake contact, visitor, decision maker, purchaser, cost bearer, and record for each scenario instead of simply saying ‘onsite support included’.
- The 20% onsite inspection does not include emergency local response
- The 30%+ emergency local response operates within contracted area, hours, incidents, and other conditions
- A 30%+ equipment first check or damage report is not a repair order
- The owner handles repair, replacement, interior, and appliance orders and vendor costs in every plan
- Share the address and likely incidents before confirming a serviceable scope
StayJP reviews the property location, current lock, local, and repair setup, and required scenarios before discussing an available plan and responsibility scope.
Check emergency contact and practical management capacity in official guidance
A management contract should explain duties, emergency contact methods, fees, and necessary expenses in concrete terms. Managers should not accept a contract when office, staffing, subcontractor, or transport conditions clearly prevent appropriate management. Response to an individual event depends on the contract and facts.
- Japan Tourism Agency: Duties of private lodging managers
- MLIT: Standard private lodging management contract
Checked: August 20, 2026
Questions about onsite, emergency, and repair response
Does the 20% onsite inspection include emergency local response?
No. The 20% service is a post-checkout onsite inspection with area, timing, and frequency set by contract. Emergency local response has separate conditions under 30%+.
Will someone always come onsite under 30%+?
Contact hours, method, service area, covered incidents, and frequency are set in the contract. Availability and arrival conditions cannot be confirmed before checking the address and required scenarios.
Does 30%+ include arranging repairs or replacing appliances?
No. It includes equipment and appliance first checks and interior or damage reporting. The owner handles repair, replacement, interior, and appliance orders and vendor costs.
Who decides emergency repair spending?
The owner. The contract should define the stop point, substitute authority, prior approval method, and limit when the owner cannot be reached.
What should I prepare before consulting?
Share the address, room count, lock type, current local responder, cleaner, equipment and appliances, past incidents, and desired onsite and emergency scenarios.