Question of the Week: How do you check in with your guests during their stay?

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Комментариев: 13

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    M Adamopoulou

    Laura that’s a very nice topic. I personally don’t want to interfere with my guests. I mostly wait for them to get in touch with me if by the next day they haven’t I always bake them fresh cake or cookies and when I offer them I have the chance to have a little chat with them giving any information needed.

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    I do up most to meet my guest and show them around my home so they know where everything is how to the hot water works  for the show as I work every day until about 11:00 

  • We always greet them when they walk pass. If there need any help they will come to us, or we can see and tell whom is need help then we will approach them.

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    Some guests do not know about right balance. They care about their needs first. Some are over serious about privacy, some are by nature complainers ;)

    So, the message should be send very clear: We take your privacy very seriously. But if you need any assistance, do not hesitate to contact us. We are just a message or call away.

    As soon as I receive the booking, I answer almost immediately to the client. Immediately means in minutes. Fast - up to 4 hours. More than 4hours - then something is not right in our operations and we have to correct it.

    I send welcome message, give instructions on shuttle and transportation. I try to be both professional and friendly, so the client can choose the style of communication himself.

    I also offer to add our numbers on Viber and WhatsApp. For unknown reason many clients do not do that, but some found it very helpful and thanked us for that. I observed that those people are traveling with their wives and already had problems in their past travels. That's why they prefer to book in advance and communicate with hosts to see how responsive they are BEFORE the trip.

    Communication is easy for us. And our guests can't forget about it, because many stay for short time. Most of our reviews say that communication is our strong point.

    If the guest stays longer than 3 days, on the 3rd day I send follow up message to him. Something like this: Hello, X, I hope you enjoy your stay and everything is ok. If you need any help, message or call us. Thank you.

    I once saw it in the office of the General "Communication is key to success". I memorize it. When I have confusion on how to react in different situations with different people, I just try to communicate, even though I have to start conversation first (regardless if I am the client, guest, friend, etc:)) Communication really helps to solve many problems and secures a good review as well!

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    Jeyhun Ahmadov

    hello everybody... in the rooms have little information paper, where they can put his phone. then in phone look questions... what you need what you want and do you like...during the stay guest write what he want and what he not like. we try to solve his problem during the his stay...

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    We have a communal dining area and roof terrace where our guests tend to appear now and then. If we see them there we always greet them and ask if everything is alright. Asking where they went the previous day or if they are doing anything interesting today can have two results:

    1) The 'I like to be left alone' guest - body language such as smiling and returning your greeting but followed by studying their phone or moving to the furthest table away means they like their space. Don't bug them, but always smile and greet - just drop the questions.

    2) The 'I want to show you my 150 photos on my phone' guest - the complete opposite to the above. This guest seeks you out and asks umpteen questions, wants to know your life history and wants you to know theirs. By all means have a long conversation, but don't blur the position by being their best friends. A friendly helpful host remains the host and they remain the guest. I generally will accept a glass of wine if pushed and then excuse myself rather than stay the night emptying a few bottles. 

    These of course are the extremes - most guests are in the middle somewhere. The main thing is that when a guest leaves they feel you acknowledged their presence, assisted them when they asked, found you always to be approachable but never such that they do a runner when they see you approaching.

    Top tip: NEVER discuss a guest with another guest. It is bad form and the guest may wonder if you discuss them with the other guests too! We extend this to our cleaning staff too - they are never to discuss guests with each other. We had a cleaner with a booming voice who came to me in the communal kitchen to announce with disgust that Room 23 never takes a shower. The guest was seated in the kitchen but fortunately did not understand Maltese! 

    I would like to add that we actually live in the accommodation so we have installed a service bell with a green sign saying "We are in - please ring for service" , this can be flipped to a red sign which reads "Sorry - we are out. For emergencies phone ........".  We explain this on arrival - the third is the sign removed which means we have gone to bed - always gets a laugh and no-one rings when the sign is down.

    This is a useful way for us to be summoned whilst we are in to assist guests with booking tours, buying wine or water, asking for additional pillows or a blanket, to book transfer to the airport or to report a light bulb that has blown etc.

    In short - we are always on hand if the guest needs us and we always come down stairs to answer their summons with a smile. 

  • We welcome our guests personal, regardless the time of their arrival. This way we have o port unity to explain everything in the apartment, answer all their question and leave them our contacts on mob, viber, what's up pointing out they can contact us 24/7.

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    Graham Fisher

    Since I cook and serve their breakfasts each morning - checking with the guests is unavoidable ;>))

  • Akwador Thank you for sharing your experience. It does helpful.

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    Sara Jarvis

    I always meet guests and ‘feel’ if they want to share a cup of coffee or be left alone, this happens when I give them the WiFi code.My latest guest said she felt ‘safe’ knowing I was around morning and evening, and she loved to tell her stories from the daily conference.If they go out really early I put their milk and any perishable breakfast stuff near their they know I am in the house.Part of hosting is when the guest and I want sharing family stories etc.....only ten per cent don’t want to see anyone.

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    M Adamopoulou

    Katerinka12 “ Communication is key to success “ You said it all. I absolutely agree.

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    Judy Gathiru

    I personally check in my guests, so we chat and get to know each other and learn what kind of guests they are, i offer my number incase of anything they contact me anytime. This has also been a positive impact because i get more direct bookings. 

    I also check them out personally, just to check if anything is wrong or in place and offer to help with bags or kids if possible. most of them find that very helpful.

    If long stay, when the cleaner goes i make a point of popping in to check if he house is in order or they would like some assistance.


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    Thanks Laura  for opening up this topic and thank you all others for insights into your way of doing things.What I often see in these fora is that some things some hosts do are only particular to their situation as there are dozens of different set ups we all have. For example in my case I meet all guests on check in- though check in just means showing them to their room, explaining how things are switched on, how the breakfast system works etc. With guests who stay for more than a couple of days I usually tell them that we should have each other's numbers on whatsapp and when they ask me for advice on which beach they should go to or things like that I sometimes send a message some time later saying " I hope you found the beach and are enjoying it". I ONLY do this with guests who show me that they want to ' bond'. I also find whatsapp useful to communicate as it is much less intrusive than a knock on the door. 

    On the other hand you get guests who show you that they want to be left alone. I find this a little difficult as I like to ask basic questions like "Did you have a good night?" - I want to ask such questions so that they will have no excuse to write a review that there was a mosquito in the room/ it was too warm/ too cold etc. 

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