What to do when problems occur during a guest's stay?

Communication is key - make sure to be available to your guests and answer any questions they may have

Effective communication is crucial for any successful hospitality experience. Being available and approachable to your guests is key to making them feel comfortable and welcome in your space. It's important to let them know that their questions and concerns are heard and addressed in a timely manner. Taking the extra time to engage with your guests not only builds trust but also creates a lasting impression that they'll remember. So whether it's a simple follow-up message or a more in-depth conversation, always prioritize open and honest communication with your guests. You can read more about Travelnest's guest messaging feature here and in our blog on guest messaging.

Set clear expectations up front - explain rules and policies regarding noise, guests, etc.

One of the best things you can do to avoid misunderstandings and ensure a harmonious living environment is to set clear expectations up front. This means explaining your rules and policies regarding noise, guests, and other important matters. By doing so, everyone will be on the same page from the beginning and know exactly what is expected of them. This not only helps to prevent conflicts and breaches of trust, but it also promotes a healthy and respectful community where everyone feels comfortable and secure. So, take the time to communicate your expectations clearly and confidently – your future self and your roommate(s) will thank you for it!

Apologize for any inconvenience and offer a solution - such as offering an upgrade or discount if applicable

We all know that sometimes things don't go exactly as planned. That's why it's best to apologize for any inconvenience guests may have experienced. If things go wrong, then offering guests an upgrade or a discount is a good way to ensure guests still enjoy their stay. Reiterating that you're always here to help is key too.

Make sure the issue is fixed quickly - don't wait too long before addressing the problem

When it comes to addressing an issue, it's important to act quickly. Waiting too long can not only make the problem worse, but it can also create additional issues down the line. However, don't let the pressure of speed cause you to overlook important details or rush to a solution without fully understanding the root of the problem. Take a step back, approach the situation with a level head, and tackle it with confidence and wisdom. Remember, a timely resolution is important, but so is getting it right.

Follow up with the guest after the stay - thank them for their feedback and take it into consideration for future bookings

As a host, it’s important that guests feel welcomed and cared for during their stay. Taking every opportunity to follow up with guests after their visit for feedback is one way to ensure mistakes will not be repeated. Their feedback is invaluable in improving the experience for future bookings. Whether it’s a simple thank you note or a phone call to discuss more specific feedback, making sure to show guests that their opinion matters. Gathering feedback is key to being a successful host. It allows us to constantly improve and elevate the guest experience.