How do you handle a guest who breaks house rules?

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15 comments

  • Avatar
    fluff

    Depends on the severity of the problem.

    In most cases, where the problem effects other guests and/or us, we will have a polite word asap, nip it in the bud.

    If the problem continues then appropriate action will be taken. Worst being involving the police, second worst is ejecting the problematic guest ourselves plus less severe action as seen worthy.

    Very rare it ever gets that far though, most guests respond well to being gently reminded of whatever the problem is.

  • Avatar
    Bandara Hotels & Resorts

    We have same way with fluff. And don't forget to collect all record to protect yourself from guest sue when they back to their home or when they write bad review for you. And sometime we are not only involve local police but we inform their embassy as well.

  • Avatar
    michael beeston

    Has NOT happened so far (touch wood) but I would kick them out if required.I personally do the meet and greet and tell the guest the Rules as it is  mainly single business people or a couple for a few days to two weeks....so far so good !!!.BUT I manage 50 other long term rentals and call the Police if we have ANY MAJOR  problems at all !!!

  • Avatar
    Bandara Hotels & Resorts

    michael beeston very lucky of you.

  • Avatar
    Lu_Madrid

    Hi!

    We also try to handle it as soon as possible. We do have security cameras in all common areas too, so if we do see any guest breaking any rule, we try to politely warn them asap.

    If they keep doing it, other things might have to be done, such as calling the police if the issue gets worse. But we haven't had to do that so far (touching wood too!).

    I hope this helps!

  • Avatar
    k2u

    Hi,

    We have security cameras all over the property, in the office, outside the office that point in all directions. We generally do not have problems. I have had to talk to guests on occasion, mainly contractors that stay here for a few days a week for 6 months or more. In the warm weather, they sit outside and have a few.. when it becomes loud, I walk up to them and kindly remind them they are being too loud and what the rules are, especially when its close to our "Quiet time". When I have to walk up there a second time, this becomes a warning. Usually that does it. However, I have had to go up a 3rd time, if he (was just one out of the entire bunch) cannot control himself then I will do that for him.  The guest(s) who feel they do not have to listen the rules, will be told to leave the following day if any drinking was going on (we do not want any drinking and driving) otherwise asked then to leave and will not be allowed back. The one that I had to do this with, figured because I was a woman that I could not do anything about it (We do not have nor need security here) haha he was mistaken. He actually said that " You are a woman, what are you going to do about it"... 

  • Avatar
    Azeddine Sadiki

    call local police and after that call booking support team they will help you a lot in case of guest misconduct.

    BR.

    az

  • Avatar
    Lu_Madrid

    Hi k2u ,

    "You are a woman, what are you going to do about it". That is the type of things that somebody should never ever say to anybody. Some guests, or customers of any type, believe that since they are paying, they can do whatever they want to do, when it is not like that at all.

    It is true that as hosts, we want to do whatever is in our hands to make the guests stay as pleasant as possible, but guests should also know how to behave and follow the rules, which I believe should be reasonable. 

    As a host, I have encountered many of these situations too but, luckily, I haven't had to call the police yet (touch wood).

     

  • Avatar
    k2u

    I haven't had to contact the police yet... (touch wood). We try very hard not to involve the police, it does not look good for other guests to have to see the police. And we try to do this without making the other guests feel uncomfortable or afraid. We want all of guests to feel and know they are very safe.

    I do have my husband (does not work here) & maintenance men here, that were more than willing to help me if I needed them. They were watching (closely) just in case :)

  • Avatar
    Lu_Madrid

    Yes! I completely agree with you, k2u .

    I don't think it should be necessary to call the police. I hope I will never have to do that.

  • Avatar
    pibomarco

    From my 10+ years of experiance there are not many guests that breaks rules that are serious.
    Usually I don't confront these guest, I let them be and waiting for the day when they check-out. In most cases it is not worth of "confronting" them. Usually because some are wierd, have different perspective, issues ect.. I call them hotel patients. Also not worth risking a chance to receive a negative review. 
    I don't tolerate smoking in the rooms. if caught on the spot I charge 150,00€ (happened only once). In case guest have already checked-out I don't take any further action such as reporting them. Only up to three cases per year.   
    I don't tolerate too much noise after 22.00h.. Usually I warn the guest, they apologize and put down the volume. Never had to call or threaten with the police. 


  • Avatar
    michael beeston

    Pibomarco...I like it...........well done.we are the same no noise after 10pm..absolute.

     

  • Avatar
    Lu_Madrid

    pibomarco  Yes, I believe that it is necessary to set those quiet hours as a matter of respect to the rest of the guests and/or neighbors :)

  • Avatar
    fluff

    Roughly agree. We have not had to actually call the police yet but have threatened it on one occasion. We have a no noise policy after midnight and we also have a non-smoking policy with a fine in place if ignored.

    Once guests have checked out any action is pretty pointless, just chalk it up to experience.

     

  • Avatar
    michael beeston

    Fluff.agree...., its pointless after the guest has checked out...as I mentioned we have a 10pm noise restriction and No Smoking in the apartment..it works well..no problems so far.........the only annoying thing for us is REALLY REALLY MESSY guests.............they use everything and do not even bother to put out the small garbage bins and towels on the floor,toothpaste all over the mirrors, doesn't happen much but.hey !! thats people sometimes and hospitality !!..what to do.

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