Conflict Resolution Policy
Written by Artyom Meltonyan
Updated at September 1st, 2025
PURPOSE
To provide a framework for addressing and resolving conflicts. This policy aims to promote open communication, fair treatment, and efficient resolution of conflicts to maintain positive relationships with landlords and stakeholders.
SCOPE
This policy applies to all employees, contractors, and agents within the landlord support department involved in managing rental properties. It covers conflicts arising from landlord disputes, complaints and any other conflicts related to property management activities.
DEFINITIONS
| Term | Description |
| Conflict | Any disagreement, dispute, or misunderstanding between parties that may disrupt normal operations or affect guest satisfaction. |
| Stakeholders | Individuals or groups directly involved in the conflict, including guests, employees, contractors, or third-party vendors. |
| Mediation | A voluntary and confidential process in which a neutral third party facilitates communication and negotiation to help parties reach a mutually acceptable resolution. |
| Resolution | The successful outcome of addressing and settling a conflict to the satisfaction of all parties involved. |
ROLES AND RESPONSIBILITIES
| Responsible | Description |
| Owner Support Team | Responsible for managing Owner related concerns during their contractual period. |
POLICY
- Identification: Upon receiving a complaint, employee should listen attentively, express empathy, and document the details of the complaint.
- De-escalation: Employees to use de-escalation techniques to calm tensions and diffuse potentially volatile situations whenever possible.
- Mediation: If de-escalation is unsuccessful, the conflict may be highlighted to the Supervisor or Head of Customer Relations.
- Investigation: The Supervisor or Head of Customer Relations conducts a thorough investigation into the nature of the conflict, gathering relevant information and perspectives from all parties involved.
- Resolution Options: Based on the findings of the investigation, the mediator or manager presents potential resolution options to the parties involved, aiming to find a mutually agreeable solution.
- Resolution Implementation: Once a resolution is agreed upon, Supervisor or Head of Customer Relations oversees the implementation of the agreed-upon solution and ensures that all parties adhere to the terms.
- Follow-Up: After the resolution, Supervisor or Head of Customer Relations follows up with the parties involved to ensure that the conflict has been effectively resolved and to address any lingering concerns or issues.
- Documentation: All steps of the conflict resolution process, including communication, actions taken, and resolutions reached, are accurately documented for future reference and accountability.
Policy Review:
This policy is subject to periodic review and revision to ensure it remains current and effective in managing damages and protecting the integrity of Deluxe Holiday Homes.