The 5 stars of guest readiness: How to deliver flawless stays, every time

What if every check-in felt like a five-star experience? According to Jonathan Wicks, founder of Well & Good Professional Services, achieving true guest readiness is about more than just a clean home, it's about instilling confidence: in guests, in owners, and in the professionals doing the work.

In Breezeway’s July ELEVATE webinar, Wicks introduced a framework to elevate operations: the Five Stars of Guest Readiness:

1. Clean
2. Accessible
3. Stocked
4. Safe
5. Accurate

These pillars define a property that’s not just “turned” but truly ready. This framework offers a consistent, scalable path to operational excellence and guest satisfaction. In this blog, we’ll discuss how to implement it and why it matters.

1. Clean: The foundation of guest readiness

Cleanliness is the first and most obvious marker of a guest-ready home. But as Wicks points out, “There may have been a day when getting the clean done was all it took to have a home be considered guest-ready. Those days are over.” Today’s guests expect a higher standard, and they’re paying attention to the details.

To ensure cleanliness meets expectations, teams must go beyond a basic turnover:

• The clean is completed by a verified, trained, and compensated professional. Wicks emphasized the need to move away from under-the-table arrangements: “Let’s go above board. Verify your people with background checks. Train them. Compensate them fairly.”
• There is photo and work order documentation for every clean. “We believe in the power of Breezeway’s work order system to prove when tasks start, finish, and what was done in between,” Wicks shared. “That visibility is everything.”
• Teams are empowered to report issues beyond cleaning, like damage or safety hazards, so problems don’t fall through the cracks.

2. Accessible: If the guest can’t get in, nothing else matters

Access to the property is often the first moment of truth for a guest, and it can make or break their first impression. Unfortunately, it’s also one of the most frequent failure points in the guest experience.

“From the guest's perspective, it’s frustrating,” Wicks said. “But even worse, if the professional preparing the home can’t get in on the first try, that home is already off-track.” Service professionals deal with these locks every day, so if they can’t figure it out, your guests definitely won’t be able to.

A truly accessible home includes:

• A working code or key that functions immediately for service professionals.
• A backup access method (like a secondary lockbox or alternate code) that is available, but not relied on.
• Routine checks on lock batteries and functionality, especially for smart locks or digital entry systems.

These steps not only ensure a smooth arrival, they reduce stress on your team, eliminating unnecessary calls, delays, or emergency troubleshooting.

3. Stocked: Providing what guests need for a comfortable stay

A well-stocked home shows attention to detail and care for the guest experience. As Wicks shared, “Guests used to bring everything with them. But the modern traveler expects more. A guest-ready home must be properly stocked, not just started.”

This means anticipating guest needs, not just for the first day, but for the duration of their stay. This includes:

• Fresh linens and towels for each occupant, ideally hotel-quality and laundered off-site for consistency.
• Consumables stocked for at least seven days, including toilet paper, paper towels, trash bags, dish and laundry soap, and personal care items like shampoo and conditioner.
• Adequate dishware and utensils for the maximum number of guests the home accommodates.

While some property managers still default to a “starter pack” approach, Wicks challenged operators to raise the standard: “We're not in the business of starter packs anymore. We're in the business of delivering confidence.”

4. Safe: Guest protection is non-negotiable

Vacation rental safety has come a long way in recent years, thanks in part to advocates like Breezeway’s Head of Safety, Justin Ford. But many homes still lack basic safeguards, and that undermines trust.

“Safety isn’t just about liability,” said Wicks. “It’s about showing your guests that you care. And it’s about giving professionals in the home a way to flag issues that might otherwise go unnoticed.”

A safe home includes:

• Operational smoke and CO detectors in key areas.
• Fire suppression devices, such as fire extinguishers or sprinkler systems, that are in working condition.
• Pool and hot tub safety features, including safety signage, gates, or covers.
• Accessible first aid kits for minor emergencies.
• No interior cameras. As Wicks reminded attendees, “Interior cameras are not only a violation of guest privacy, they’re illegal. Field teams need to be empowered to identify and report them.”
  

It’s essential to support in-field teams with safety training and documentation, and to complete periodic safety inspections to catch issues early.

5. Accurate: What guests see should match what they get

A beautiful listing doesn’t mean much if the property doesn’t live up to it. Guests today book based on photos and descriptions, and when reality doesn’t align, their trust erodes fast.

“I can’t tell you how many times I’ve stayed somewhere and thought, ‘Is this even the same house?’” said Wicks. “That gap between listing and reality is where guest confidence crumbles.”

Accuracy means:

• Listing photos match the current state of the home. “Use Breezeway’s reference photo feature,” Wicks suggested. “Verify setup regularly, especially after deep cleans or updates.”
• All listed appliances and amenities are functional, from coffee makers and hot tubs to game tables and grills.
• Changes to furniture or layout are reflected in the listing, or guests are informed in advance.

By making accuracy part of your inspection process and empowering your team to flag discrepancies, you can avoid guest disappointment and drive better reviews.

Elevating operations with confidence

At the heart of the Five Stars of Guest Readiness is confidence, for guests and for the people who prepare the homes.

Wicks introduced a powerful concept used at Well & Good: the Guest Readiness Attest. After completing a job, the in-field professional signs off (or flags issues) based on these five criteria. “We’re asking professionals to sign their name if the home is guest-ready,” he explained. “And if it’s not, they list why. That protects everyone and elevates accountability.” It’s a simple step with a big impact.

Here's how you can get started:

1. Train your teams on what these five stars mean.
2. Standardize your checklists and documentation using tools like Breezeway.
3. Support your staff by giving them a voice when homes are not guest-ready.
4. Conduct regular safety and accuracy inspections — don’t let problems persist.
5. Celebrate excellence — shout out the good work and empower your team.

Guest readiness is everyone’s responsibility

Guest readiness isn’t about perfection. It’s about preparation, communication, and trust. When your home is clean, accessible, stocked, safe, and accurate, you’re not just checking boxes, you’re delivering confidence.

As Wicks put it, “A guest-ready home isn’t necessarily the biggest or the flashiest, it’s the one that’s ready for someone to walk in and feel at home. Every. Single. Time.”