Bill's Beneficial Blog

Does anyone really read the millions of blogs out there? Or are they really just a ploy to entice Google for a bit more ranking or space? Every other ad agency blog is going to be all about how great they are, why they are the smartest and other clearly self promoting stuff.

So we decided to just write about what interests us. Our only hope is that - every now and then - you find a nugget that is a slight value for you. We hope. If you want to get these rantings in your inbox every so often, Signup to get emails. Here goes.


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

rules

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.

==================

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

DETAILS: We work to keep this information up to date, but details do change from time to time based on circumstances, often on short notice, and sometimes beyond our control. To verify any answer or other information you may need, please call or email us anytime. Allow a reasonable amount of time for response. Only legitimate inquiries will be answered.