Supplier Best Practices

• The Supplier agrees to maintain in full force and effect any and all licenses required to conduct and perform the services required with all applicable laws in connection with the performance of such services.
• The Supplier agrees to perform criminal background checks on their employees as required by the Client(s).
• Supplier agrees not to solicit Relocation Management Company’s Client directly for business for the services rendered to Client by the Supplier unless current relationship and direct business is already in place.
• All ReloQuest Client and Client/Guest information is considered Confidential. Guests will not be contacted for a direct Client relationship by the Supplier for additional business.
• Guest information or personal data shall only be used for the purposes of the reservation.
• Supplier will provide Supplier’s cancellation policy to Client upon request.
• All responses to requests will stay within ReloQuest. Supplier will not provide additional options outside of the ReloQuest platform.
• Supplier will accommodate Clients and Guests in various time zones based on Supplier’s APPROVED areas.
• Supplier will not contact the Guest during the request and reservation process unless otherwise directed by the Requestor.
• If the original request stipulates services such as internet and/or maid services and/or parking, all service costs are expected to be included in the Total Rate.
• If Supplier is seeking to be paid for any additional services other than what was authorized, Supplier will submit written notification and receive written approval from Requestor prior to the tasks being performed.
• Additional fees such as pet deposits, utility caps, or additional services requested by Guest, will be broken out separately under “Unit Fees”.
• All add-on services, including extensions of rent, will be approved by Requestor prior to ordering service.
• The Supplier will submit options with the rate plus applicable VAT and tax.
• Payment of Referral/Commissions and Service Fees: Supplier will submit monthly statement from the ReloQuest Reports section of the platform with corresponding payment directly to Client and ReloQuest, unless otherwise directed.
• When AWARDED a request, the Supplier will immediately CONTACT Requestor or Guest with applicable paperwork based on the Requestor’s policy.
• Supplier will invoice in the local currency as requested by the Requestor.
• Supplier will accept a credit card authorization from the Guest for any incidentals or move out charges.
• Supplier will notify Requestor if a Guest contacts the Supplier directly to provide additional housing accommodations.
• Supplier shall keep their employees and vendors up to date on any Client Safety, Security & Data Protection Policies, as provided by the Client.
• Supplier shall keep their employees and vendors up to date on any Client Service Guidelines as supplied in the Client SLA.
• Supplier shall keep their employees and vendors up to date on any Client Privacy Policy.
• Supplier will provide Business Continuity Plan if requested from Client.
• Supplier will provide to Client a Master Lease agreement if requested by Client(s).

Presenting Options

• Supplier will provide quality accommodations, in accordance with the standards of the ReloQuest Clients, to include all furnishings, housewares, linens, artwork, appliances and electronics.
• Supplier will provide options(s) prior to the deadline stated on each request.
• When submitting options the Supplier agrees to hold the apartment(s) for the period of time the Supplier represented on the option(s) submitted.
• Supplier will attach a minimum of 5 photos of apartment and community including furniture and amenities that are typical of Supplier apartments. All apartments will adhere to standards presented in the photos.
• Supplier shall immediately communicate to the Requestor any change in reservation, by the Supplier or Guest.

Supplier Service Delivery

• Supplier will provide a dedicated point of contact and/or contact team.
• Supplier to provide 24/7 customer service/emergency number to be tested weekly.
• Supplier will provide escalation plan upon request by Client.
• Supplier will provide escalation contact information.
• Supplier will resolve non-emergency service issues within 24 hours.
• Supplier will resolve emergency issues immediately or within same day.
• Supplier will provide Client and/or Guest issue resolution plan when requested by the Client.
• Supplier will communicate with Client and/or Guest until issue is resolved.
• Supplier will update Client of any after-hours calls to Supplier by Guest.
• Supplier will respond to after-hours service issues within one hour of notification.

Pre-Arrival

• A Quality Assurance report is performed on every apartment prior to the Guest move-in.
• Upon request the Supplier will provide a copy of the Quality Assurance report to the Requestor.
• Supplier will inform Client and/or Guest immediately of any issues during the Quality Assurance walk though.
• Supplier will provide Client and/or Guest of resolution plan for any issues during the Quality Assurance walkthrough.
• Supplier will ensure and confirm prior to move in:
• All systems are in working order – utilities, HVAC, appliances.
• All services are in working order – cable/satellite services, remote controls, internet service, telephone, thermostats, televisions, clock radios.
• All apartments are clean and void of dirt, grime and odors.
• All apartments are fully furnished with new or like new furnishings free from damage and defects.
• Corporate Client level of accommodations to include all furnishings, housewares, linens, artwork, small appliances and electronics.
• All smoke detectors shall be tested and in working order prior to each move in.
• All keys, FOBs, access cards, codes, garage openers, gate openers, key boxes, lockboxes and mail box keys are tested and in working order.

Arrival Procedures

• Supplier will notify the apartment community of the Guest arrival.
• Supplier will provide detailed move in instructions.
• If Supplier uses a lockbox or keybox, Supplier will provide pictures and detailed lock box instructions.
• Supplier will provide to Guest apartment community information.
• All lock boxes are removed 48 business hours after Guest arrival.

Departure

• Supplier will provide Client and/or Guest departure instructions at least 72 business hours prior to Guest departure.
• Supplier will provide a quality check of apartments after departure.
• Supplier will provide to Client move out report upon request.
• Supplier will, upon request, provide move out pictures and move report detailing any charges within 72 business hours after departure.

Notices and Billing

• Supplier will provide Notice To Vacate requirement on each option offered.
• Supplier will work with Client to provide billing in either daily, nightly or monthly format.
• Supplier can offer consolidated billing upon request.
• Supplier can add Client/transferee number to invoices upon request.