Most managers describe their work in adjectives. We publish the methodology, the response times, the comp set logic, the asset physical, and the two programs that compound a portfolio over time. This page is the full operating standard. Nothing on the rest of the site supersedes it.
Measured across all owner-initiated and guest-initiated channels (phone, email, SMS, and in-portal messaging) over a rolling 90-day window. The clock starts when the inbound is timestamped at our front door. The clock stops when a human team member, not an autoresponder, sends the first substantive reply. We exclude only one category from the median: messages that arrive between 11pm and 6am local time, which roll into next-morning queue and are reported separately.
The percentage of inbound issues, owner or guest, that are fully resolved on the first contact without a callback, escalation, or follow-up ticket. Measured monthly. We define "resolved" the same way the person on the other end does: their problem is gone or a specific next step with a timestamp has been committed to.
Both metrics, with the underlying volume, are visible inside the owner portal as a rolling chart. We do not audit ourselves on a schedule that suits us. The number you see in your portal on any given day is the number our operations leadership saw that morning.
Care subscription tiers, the Hybrid retainer, the Full Rental commission, the onboarding cost, and the line items inside a turnover are all published. Full pricing on the Pricing page. The standard inside the standard is that nothing about how you are billed should require asking.
Owner-requested maintenance is billed at $60 per hour, in 30-minute increments, with parts at cost. The first 15 minutes of any small fix found during a normal scheduled inspection or turnover is complimentary, with no return trip charge. When a vendor is required, our coordination is 20% of the vendor invoice plus $60 per hour for any on-site time outside normal rental management work. Genuine after-hours emergency response carries a flat $150 fee on top of the hourly rate where applicable. Guest-request work and any issue caused by Portoro is billed at $0 and still logged as a $0 line item in the Owner Portal.
When a contractor, cleaner, or specialist works on your home, you see their invoice at cost. Our coordination of that vendor is billed at a published 20% of the vendor invoice, named on the rate card and visible on the statement. We do not retain channel rebates, run convenience fees, or fold a hidden margin into the trade. The 20% coordination charge is what pays the GM, the dispatcher, and the photo verification step that closes out the work.
Each statement carries booking-level revenue, channel-level fees, line-item expenses with vendor invoices attached, and the resulting net deposit. Closed by the fifteenth of the following month. Payout to your account on a published schedule the same day.
A standard that does not leave a record is a marketing line. The Portoro standard is enforced by six pieces of operating evidence that run on every home, every month, in every one of the seven markets.
Every Breezeway task closes with a control photo (the home as you would expect to find it) and an execution photo (the home as the team left it). AI verification compares the two and surfaces drift before the next guest arrives.
Response time, resolution rate, inspection completion, statement timing, and Asset Physical cadence are tracked weekly against published internal targets. The North Star numbers (47-second median first response time and 90% first-call resolution) are the ones owners see. The internal weekly review covers the rest.
Statements, inspection history, approved work, vendor invoices at cost, sensor data when elected, the comp set, and the Asset Physical report all live in one Portal view per property. The Portal is not a brochure. It is the operating record.
Each monthly statement carries a written narrative that names what happened to the home and the rental that month, generated from booking, expense, and operating data. No generic templates. The narrative is auditable against the line items it sits next to.
Owner messages, calls, and Portal interactions feed a sentiment signal the GM reviews weekly. When a relationship moves from green to yellow, the GM sees it before the owner has to escalate. The signal is internal. The follow-up is human.
Every home, vendor, recurring issue, capital item, and operating decision is captured in a shared knowledge layer that runs across Quechee, Destin and 30A, St. Augustine, Cape Charles, Port Aransas, the Oregon Coast, and the Catskills. A new GM in a new market starts with the operating memory of the network, not a blank page.
The standard becomes real only when it leaves a record: inspection photos, owner approvals, access logs, maintenance notes, sensor events when elected, and monthly statements.
Turnovers, home checks, and maintenance follow a documented workflow. The record includes photos, timestamps, task status, and the person responsible for closing the loop.
Routine maintenance is documented before spend, with the invoice attached when complete. Emergency work is handled first, then documented in the same owner record so the decision trail does not disappear.
Lynx manages smart access. Owners can elect Minut, NoiseAware, Party Squasher, hot tub, and leak monitoring where appropriate. Sensor events do not replace field judgment, but they give the GM a faster signal.
Calendar status, statements, inspection history, approved work, maintenance evidence, live sensor data when elected, and comp benchmarking live in one owner view. The portal specification will continue to evolve, but the operating promise is already here.
For every Portoro proposal, the projected first-year revenue range is built from a comp set of three to ten currently-operating homes drawn from your market, your bedroom band, your square-foot range, and your amenity profile. The comp set is named. You see the addresses, not a "luxury 4-bedroom in this region" abstraction.
The comp set on the proposal is the same comp set you see inside the portal once you join. It is refreshed every month against actual booking and revenue data, not against listing prices. When a comp underperforms or outperforms, that delta shows up in your portfolio view alongside your own results.
We do not buy public scrape estimates. We do not project off listing prices. We do not run "industry average" multipliers. The comp data is real. If we cannot find a defensible comp set in your market, we say so on the proposal.
HVAC, plumbing, roof, foundation, exterior envelope, decks and railings, life-safety equipment, appliances, finishes, and inventory. Performed by your local field team, on a fixed annual date you set with your GM. Captured against a versioned condition record from the prior year so the year-over-year delta is in writing.
Every Asset Physical produces a dated PDF in your portal: condition by system, photos, recommended interventions ranked by urgency, estimated costs, and a five-year horizon view of upcoming capital items. Owners take it to insurers, accountants, and prospective buyers. It is also the single document that turns "the place needs work" into a budget.
The Asset Physical is in every Hybrid retainer and in Full Rental. On Second Home Care it is the line that distinguishes the Premium tier from Plus and Essential. There is no per-call charge once it is included, and no surprise upsell on the year it falls due.
Every market carries a Partnership Program roster of contractors, cleaners, plumbers, electricians, HVAC technicians, pool specialists, landscapers, and finish trades who have worked Portoro homes long enough to clear our quality bar. The roster is curated by the local GM and reviewed quarterly.
Owners on any tier can request a Partnership Program contact for a job we are not running on their behalf. We make the introduction. The work is theirs to commission, the invoice is theirs to pay. We do not take a referral fee. The program exists because the trades who keep these homes running are an asset, and our owners should have access to them.
Quechee/Woodstock, Destin and 30A, St. Augustine, Cape Charles, Port Aransas, the Oregon Coast, and the Catskills each carry a regional roster. Cross-market introductions happen when an owner has homes in more than one. The Owner Exchange is how those owners find each other.
The Exchange is opt-in. It is the place where Portoro owners ask each other the questions a manager cannot answer the same way: how a 1031 exchange landed, what a buyer's-side broker actually negotiated, which insurance carrier renewed without a fight, what a renovation cost in Cape Charles last year. We seed it. We do not run the conversation.
One small in-person gathering per market, per quarter. A monthly online discussion with rotating themes. And direct owner-to-owner introductions when an owner is researching a specific question. Membership is free for active owners on any tier, including Care.
One home owned for ten years is an asset. Five owners with thirty homes between them, comparing notes, is a research department. The Exchange is the structure that makes the second one possible.
There is no long-term contract. There is no early-termination fee. If the standard published on this page is not what you experience, you give us 30 days written notice and we offboard your home cleanly, with all data, photography, and listings handed back. The standing guarantee is the standard. Everything else is the implementation.
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