Start with the incident, then match the reservations

A lock failure can affect both the guest checking out and the guest arriving later. Use one incident ID for the lock and add the relevant booking ID to each task. If one task serves both stays, record the task once and keep both booking references in that row.

Two worked examples

An arrival code fails. At 16:05 you spend four minutes checking which code was issued, then eight minutes walking the guest through a reset. Log the two actions under the incoming booking. If the locksmith visits the next day, keep the visit in the work order and record any time you personally spent arranging access on its own row.

A departing guest leaves a key inside. You spend five minutes helping the outgoing guest and nine minutes coordinating a replacement before the next arrival. Give each task the booking it served. If the replacement work applied to both reservations, list both IDs on the same nine-minute row.

Copy into your spreadsheet

Date,Property,Incident,Booking,Task,Minutes,Evidence
2026-11-12,OAK-2,LOCK-19,IN-204,Checked issued code,4,MSG-301
2026-11-12,OAK-2,LOCK-19,IN-204,Guided guest through reset,8,MSG-302
2026-11-13,PINE-B,KEY-21,OUT-202,Answered key return message,5,MSG-308
2026-11-13,PINE-B,KEY-21,IN-205,Coordinated replacement,9,WO-162

Before filing the record, check that your minutes cover active work and that no row duplicates an imported call. Use booking references in the log and keep actual access codes out of it.

Published by PropHours, the maker of STR Hours Tracker.