CBIZ INNKEEPERS INSURANCE BLOG

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Ward, Hayden
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Setting Boundaries with Guests at Your Inn

Dealing with Guests at Inns

We have all heard about them, we may even know a few, but handling demanding guests can be a difficult and overwhelming task. When customer reviews have a direct impact on your inn’s business, it can be difficult to establish boundaries with them. You never want an unsatisfied customer, but at what point do you draw the line?

Here are a few suggestions on how to set boundaries with guests at your inn.

Mindset is KEY

Whether your inn operates as your home or your office, adjusting your mindset is crucial. Respect for your guests, employees should be the exact same as if you were working at an office building. Approach your business like a business. Your body language, appearance, and energy need to reflect it. The advice dress for what job you want is so viable here.

Check Guests’ Reviews and Profiles Beforehand

If possible, before accepting the booking, read their reviews! Reading the reviews of your potential guests is equally as important as the reviews about your inn listing. Reading the reviews could save you from someone who is noisy or at least make you more aware of the type of guest you’re receiving. If a potential guest has a negative review and you’re interested in learning more about it before accepting, you can always reach out and ask them to clarify what happened. Communication helps you learn about your potential guest.

Be Transparent and Up-to-Date

One of the biggest reasons guests are dissatisfied is when owners leave out major details about their inn. It is so important to be completely transparent about everything, even if there is major construction going on. The photos in your listing must be accurate and up-to-date. Keep your listing description honest. Providing the necessary information at the beginning of the interaction and being up-front, keeps your business in check. An influx of bookings is great but don’t trick your guests into the booking. Doing so paves the way for a negative review and an unhappy guest.

Many people heavily rely on reviews to determine where they stay. Reach out to previous guests and encourage them to leave you an honest review. If someone happens to leave you a negative comment, respond and answer how their problem or complaint was addressed. Potential guests will feel a sense of relief reading reviews about how you have handled issues.

Have Clear Communications

Don’t be a ghost to your guests! Follow up with them at the beginning and end of their stay. Reach out to them several times to make sure everything is okay. Before your guests even arrive, you want to establish that you’re a strong communicator and they will be able to reach you if they need anything. Demanding guests will call, email, or look for you more than the average Joe, however communicating openly with them is an essential part of operating an inn.  

Set Time Boundaries

Set some time boundaries with your guests. It’s okay to have quiet hours and late-night hours. Make your guests aware of the times and stick to them. These boundaries can help avoid loud guests from disrupting others staying at the property. Just make sure to really communicate these values you expect your guests to respect during their time.

Say No When You Need To

There will always be times when you look back and wish that you would have said “no” to guests. Remember there are always two sides, if it doesn’t work out well for you, it may not work out any better for your guest. Trust your gut!

Design a Thorough Welcome Book

An important role in providing a seamless stay for your guests is to have a welcome book. Gather all instructions and helpful property information in one book for your guests. Include everything from the basic rules and contact information. Refer back to your previous guests and see what questions they had. Could they work the shower? Were they able to change their room temperature okay?

Even though creating a good welcome book will take some time, it’s an essential tool and can reduce many questions. Try looking on sites like Etsy or Pinterest for a downloadable template to help get you started. Once you have made your welcome book, reach out to a friend or another inn owner to read through your book to make sure it is easy to understand.

Your Safest Option – Innkeepers Insurance

Having insurance is one of the best ways to sleep peacefully at night knowing that you’re protected from anything. It’s always best to be prepared. Reach out to one of our experts today to learn more.

This blog may contain scenarios that are provided as examples only. Coverage is subject to the terms, conditions and exclusions of the policy issued. The information provided is general in nature and may be affected by changes in law or the interpretation of such laws. The reader is advised to contact a professional prior to taking any action based upon this information.

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