Bill's Beneficial Blog

Why Rules - Lodging Newsletter March 31, 2023

By Wm, May
Published: 03/31/23 Topics: Education, Guest Behavior, Guest Management, Lodging Management, Lodging Newsletter Comments: 0

It’s a good question. A fair question. Guests ask and property owners ask, too. Why are there rules?

In a perfect world we should expect that people would behave well without teaching them manners. In fact, in the hospitality industry (lodging, food service, events, activities) most consumers do comport themselves fairly well.

But not everyone.

Unfortunately, it is not possible to determine which customers will be respectful and considerate and which one of them might not be.

So, like all organizations, it is necessary to outline rules and regulations, to communicate to those guests (repeatedly), to include those requirements in legal terms, and then - very rarely - to enforce them. These rules can be thought of as "Fingers in the Dike".

The tale. "A little Dutch boy saw a small crack in a dam. Knowing the crack, if not repaired, could cause the dam to break, he put his finger in the hole, staying all night in the cold until adults found him and patched the hole. He saved the entire village."

Over decades of managing guests, by learning to plug every little weakness that a visitor might find to do something negative, we are less likely to suffer from that unknown one person who misbehaves.

To avoid offending well-meaning guests, rules must be presented in a friendly manner and explained should they ask. To the vast majority of people who don't need to be told, properly presented regulations are not offensive and barely noticeable.

But to that one person who might pose a problem, our methods of communicating can decrease the chance of negative outcomes.

In the attached newsletter are a list of just a few of the fingers we put in the dike.

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Call them "rules" or "house-rules," or "guest rules", or legal "terms and conditions," Vacation Rental Managers who use proven mechanical procedures, produce safer operations.

Advertising - Describing a property affectionately and in full detail attracts guests. But it also should inform guests of details which make the property unique, helping them to select the property most appropriate for them - the property that best meets their needs.

Disclosures - If a home has security cameras, nosey neighbors or a front-desk check-in, these comfort some guests but warn others they will be watched (we highly recommend against doorbell cams because they result in negative reviews).

Channels - AirBnB, VRBO and others are slowly distancing guests from properties. They want to make a commission on the booking but worry guests will book direct.

Book Online - Guests love to make reservations on websites or mobile devices. Whether on our websites or thru channels, our staff telephones or emails guests to offer friendly services, but also nicely notify guests they are to follow the rules.

Sleeps Normal, Sleeps Maximum - We explain occupancy as "Normal" (how many can stay for the rental rate). "Sleeps" is for the places for people to sleep. "Maximum" is if babies and toddlers can be above sleeps. Together these subtly inform customers that the number of occupants is being counted.

Per-Person-Cleaning (PPC) - A base rate for normal occupancy, with a small additional fee per night per disclosed guest generates a bit of income. Better yet, the legal terms can specify a much higher fee for "undisclosed" guests . This is to dissuade guests from knowingly violating occupancy.

Registration- This euphemism describes the kind of "sign up" that hotels required when guests check-in at a front desk - to know the registering guest's name, address, phone and email. Guests should not be anonymous.

E-Contract - Where not prohibited by the channel, guests are required to click and easily sign for their stay, done instantly on our websites and requested via email for channel bookings. Other Managers who shun e-signatures put their properties at greater risk.

Check-In - Guests are to confirm bookings 24 hours in advance, and to telephone upon arrival. Many do not, but this impresses upon them that their behavior is being observed.

Notices - House rules are posted prominently inside the property. Additional, small professional signs warn of no-smoking, quiet-hours and more.

Devices - Sound, Wi-Fi and mobile phone signal detectors are an option that can legally monitor guest occupancy and sound without being obvious.

Terms - In most states, guests who stay for less than 30 days are not "Tenants", and if necessary can be ordered to depart on immediate notice. Doing so is rare, but Managers know the law and will take action to have guests removed if necessary.

As with any public business, Managers can guarantee that all these steps will prevent a difficult Guest from violating the rules. But Managers who skip steps put homes at increased risk.

Read more

Author: Wm, May, Vortex VIP
Blog #: 0957 – 03/31/23

Sponsor: Vortex VIP – – VortexVIP.com

Calculate Compliments Criticism - Lodging Newsletter February 28, 2023

By Wm, May
Published: 02/28/23 Topics: Guest Behavior, Lodging Newsletter Comments: 0

Successful lodging properties have always understood that hospitality requires a precarious balance of seeking compliments with the equal risk of criticism. Vacation rental managers have also learned these lessons, but there is a difference - guests must be happy, but so must the property owners.

What one guest thinks of as a wonderful amenity can be unattractive to another visitor. Owners purchase homes based on what they like and outfit them as they imagine. In turn, they expect guests to love what they love.

But marketing doesn't work that way.

The quickest route to failure for a business is to tell customers what they will and will not like. The best route to success is to figure out what consumers want (which can be difficult) and give it to them (which can be equally difficult). All in hopes they will buy what is offered.

One lake front cabin owner spent a fortune to furnish their "White House" with white provincial furniture, white straight back chairs. No couches. White shag carpet, bright white walls, white dining room table, white cabinets, white plates and, even, a white baby grand piano.

Of course, the owner insisted on very stringent rules to avoid damaging this white monstrosity - no shoes, no children, no dogs. Of course, you can't blame her for worrying and with today's dynamic range photos, 3D tours and videos, guests could see what a stunning place it was.

Unfortunately, guests don't come to the lake to sip tea, play tiddlywinks and listen to chamber music. It did not rent well and the guests who did come, didn't just not like it. They hated it.

That is the lesson. Ask guests what they want and give it to them. This newsletter calculates a kind of formula to show how features that may garner some compliments may also expose the property to complaints. Get out your calculator for the attached list.

Costly mistakes are easy to make.

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Do a little math to calculate the right and wrong pathways to guest satisfaction. Positive scores mean good reviews. Negative scores mean bad reviews.

Hot Tubs - The world's most requested amenity and can increase your bookings (+25 points), but no hot tub (-200 points).

Video Door Bells - Helpful with arrivals (+ 5 points), but some guests find them creepy (- 100 points). Installing risks rude zero star reviews.

Keurig Coffee Pots - Guests love them (+ 5 points), but not if they aren't given an unlimited number of expensive pods (- 25 points).

Bottle of Wine - A nice gift to some (+5 points), but wine-snobs complain when your $100 bottle offends them. (- 50 points). Free alcohol is illegal, so Martintelli's Cider instead, $3 a bottle.

Flannel Sheets - A cozy treat for some (+5 points), but scratchy creepy to others (-25 points). Keep flannels stored for your own use.

Guest Book - Reading prior compliments is nice (+ 5 points), but turns ugly when kids read hidden porno tucked in the book by the prior guests (-100 points). Guests books are risky.

Internet TV's - Increasingly many guests love streaming (+10 points), but curmudgeons fume when difficult to use and local TV stations are missing (-30 points).

No Dogs - Some just cannot leave Fido home, so allowing pets is good (+25 points). But, if you refuse dogs, some will sneak in Rover anyway (-50 points).

Fireplaces - Guests enjoy burning wood (+ 20 points), but if firewood is limited, they smoke you in reviews (-20 points).

Shampoo & Conditioner - Wall mounted dispensers are handy (+2 points), but impossible to sanitize (-10 points). Wrapped bars and liquid soap? Yes.

Hair Dryers - Good hand held in every bathroom (+10 points). No hair dyers (-20 points).

Wine Glasses - Not fancy, but plenty of them (+15 points). Non-wine glasses only? (-15 points). Remember that wine snob above?

Pots & Pans - Good condition skillets, pots, pans, blender (+ 10 points). Worn or too few? (-25 points).

Fire Pits - They simply love them (+20 points). No fire pit (-10 points). Free wood is a must and propane is even better.

Propane BBQ - Reliable, dependable and cleanable (+15 points). Charcoal is messy and difficult (-10 points). Spare tanks? Of course.

Patio Chairs - Comfy and sturdy (+15 points). Flimsy or uncomfortable (-15 points).

Read more

Author: Wm, May, Vortex VIP
Blog #: 0956 – 02/28/23

Sponsor: Vortex VIP – – VortexVIP.com