When Safety Sleeps: The 2 AM Wake-Up Call at StayWise Rentals

At 2:17 AM, Sarah Chen’s phone buzzed urgently. On the line was the night manager of StayWise Rentals, panicked and unsure how to handle a situation. A guest at one of their properties had got up in the dark to go to the washroom, tripped over a decorative rug in the master bedroom, injuring her knee and wrist, and was briefly knocked out when she hit her head on the bedside cabinet.

Within minutes, Sarah received frantic messages—one from the guest’s husband demanding immediate medical assistance, another from the local hospital requesting insurance details, and a final alert from their smart doorbell showing EMTs arriving on the scene.  

What followed was a chaotic scramble. The night manager wasn’t sure what to do or how to document the incident. He had no idea where the company’s emergency response plan was stored.

The owners of StayWise Rentals, siblings Sarah and Mike, were suddenly in crisis mode, realizing their safety systems had serious gaps.

It was a wake-up call—one that could have been prevented.

What Went Wrong?

StayWise Rentals prides itself on premium vacation stays, but the unfortunate accident revealed major weaknesses in their safety procedures. Some key issues included:

• A decorative rug in a high-traffic area that created a tripping hazard.
• Lack of clear emergency procedures for night staff.
• No immediate access to a standard operating procedure or  an incident reporting system.
• No process for undertaking safety audits during new property onboarding.
• Limited documentation of past safety inspections at the property.

While the guest was treated and ultimately recovered, the incident led to a negative review, an insurance headache, and a serious rethink of how StayWise handled safety.

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5 Steps to Prevent This from Happening Again

‍To ensure an accident like this doesn’t happen again, StayWise Rentals—and any short-term rental operator—can take these five key steps:
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‍1. Conduct Regular Safety Audits (and Fix Hazards Immediately!)

‍A simple walk-through of each property with a safety checklist can catch problems before they lead to injury. In StayWise’s case, that decorative rug should have been flagged as a tripping hazard. Rental owners should:

✅ Use a structured safety checklist to inspect each property regularly.
✅ Focus on common hazards: loose rugs, poor lighting, uneven flooring, and furniture placement..
✅ Remove, replace, or secure risky décor items that could lead to accidents.
✅ Keep a digital log of all safety checks for accountability.

👉 Pro tip: Have key staff take the Breezeway Safety Course and empower them 

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‍2. Implement and Train Staff on an Emergency Response Plan

‍StayWise’s night manager wasn’t sure what to do in the heat of the moment. Every short-term rental business should have a clearly written emergency plan in place.

This includes:

✅ A step-by-step guide for handling medical emergencies, fires, and security issues.
✅ Contact information for local emergency services and nearby medical facilities.
✅ A scripted response guide so staff knows exactly what to say to guests and authorities.
✅ Regular training and drills for staff so they’re prepared for real situations.

👉 Pro tip: Create a laminated emergency response card to keep at each property and train your staff on its use.

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‍3. Ensure Guests Know Safety Procedures from Check-In

‍A quick safety walkthrough or digital guide can help guests avoid accidents.

StayWise Rentals could have prevented the incident if they had:

✅ Provided a welcome email with safety instructions, including emergency contacts.
✅ Included a safety checklist in the welcome book (e.g., “Watch your step in the master bedroom.”).
✅ Added night lights in key areas to improve visibility after dark.

👉 Pro tip: Consider a QR code in the rental that links to an emergency guide, including local hospital directions.

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‍4. Make Safety a Core Part of the Guest Experience

‍Guests should feel confident that a rental is safe and well-prepared.

StayWise can improve its reputation by:

✅ Prominently displaying safety certifications or badges (such as the “Safety Champion” badge from SSTIR Crazy!).
✅ Creating a safety page on their website that details their commitment to safety audits and shows the safety features of their properties.
✅ Offering a brief safety overview at check-in (for in-person stays) or via a video guide.

👉 Pro tip: Market your rental as a “safety-first” property—this builds trust and attracts responsible guests.

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‍Final Thoughts: Safety is an Ongoing Commitment

‍The 2 AM emergency at StayWise Rentals was a harsh reminder that safety isn’t just a checklist—it’s a culture. By making safety audits, staff training, guest education, and documentation standard practice, rental businesses can avoid accidents and provide peace of mind for both guests and owners.

‍Are your rentals truly safe? Take action today—because the best wake-up calls are the ones you prevent. �‍

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Easter Egg #5 [Trip]
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