One of the biggest concerns for any vacation rental owner—especially in a spread-out region like Sonoma County—is making sure your manager can respond quickly when something goes wrong. Whether it’s a late-night guest lockout, a maintenance emergency, or an unexpected security issue, you want to know someone’s got it covered.

Start with their local support model.

Ask how they handle boots on the ground. Do they have a dedicated local manager or an on-call “runner” who can get to your property fast? Do they provide 24/7 guest communication support to tackle urgent issues as they come up? It’s also worth asking if they have relationships with trusted local vendors—like emergency maintenance pros or security services—who can step in when needed.

Dig into their escalation process.

Not every issue can be solved by the first person who picks up the phone. Make sure they have a clear, proven system for escalating problems. If an issue can’t be handled by the frontline team, is there a chain of command to ensure it gets the right attention, fast?

Check the track record.

One of the best ways to gauge how responsive a manager really is? Look at the other homes they manage in the area and read the reviews—carefully. If you see repeated mentions of slow replies, unresolved problems, or guests feeling stranded, that’s a red flag. It usually means the manager doesn’t have enough local resources or the right systems in place to deliver the level of support your home—and your guests—deserve.

At the end of the day, a truly professional property manager should make you feel confident that no matter what comes up, your home is in good hands—and your guests will never be left waiting.

At Vinifera Homes, we use a multi-layered support model designed for quick, effective response. Our first line of defense is our 24/7 guest communication team, ready to handle urgent issues as they arise. When in-person support is needed, we have on-call local staff and trusted security partners who can respond promptly. To add another layer of protection, we also use privacy-safe sensors that monitor for excessive noise (by measuring decibel levels) and unauthorized occupancy (by counting active mobile devices). If these sensors detect an issue, they automatically alert our 24/7 team, who will first try to engage the guests directly—and if needed, escalate to on-site support to resolve the situation quickly and professionally.

Written by Anish Patel, Head of Owner Relations at Vinifera Homes (anish@viniferahomes.com)