Robert from San Diego Ca. my daughter Alessandra is our onsi...
Robert from San Diego Ca. my daughter Alessandra is our onsite property manager in Montieri (GR) Italia. Our property is Casa...
This topic is part of the Community Center Festival of Hospitality.
The original topic was published in the Spanish-speaking Community Center by @Mauricio467 and we have translated it below.
Many of us expect our guests' stay to be smooth and seamless, but it turns out to be a bit different in truth and practice. Considering that the space is where many people check-in and out, no matter how hard we strive to make sure that at every check-in, the guest finds everything in perfect order, there are just things that are out of our control and happen when a guest is at home. It can range from an electrical failure in the area to a neighbour's plumbing problem that affects the property.
How can these problems lead to a 5-star review and not be frustrating for us?
Excellent communication with your guest is essential. From the moment you are informed of the "misfortune" that has occurred in your space, maintain constant contact with your guest until the moment it is solved. Inform them periodically what is happening and what is being done to solve the problem. Always proceed with courtesy and willingness to resolve the matter, and never make them feel that they are responsible for the breakdown.
The clock starts ticking from the time you're informed, as well as your golden opportunity for a 5-star review. At the end of the day, in this kind of situation, the guest will rate your skills in resolving the issue, in addition to your accommodation.
Ask them about all the details of the problem. For example, you can ask them if the neighbours have the service if there is no electricity. Understand all the minute details to find a short path leading to the solution, even more so if you are not within the property.
Make your guest feel that the information they're giving you has been extremely helpful in resolving the issue.
If you can visit the property, that would be great, but many times it's simply not possible. Therefore, always have in handy the number of a plumber, an electrician, your electricity provider, and everyone who can help you in such incidents.
Leave a small box in your space with a pair of fuses, candles or battery lamps, and essential tools. While guests aren't repair experts, you're at least providing them with equipment to involve themselves while the heavy cavalry is on its way. Your guests will feel that they're helping resolve the issue.
Now that you know what's going on in the property, it's time to pick up the phone and start the mission, find the technician you need, talk to the electricity fee of your city or whoever is appropriate to speak with. In the case of a power failure in the area, file a report with the company and let your guest know what the problem was and what's being done to solve it.
In case of major or very complicated breakdowns, let the guest know and ask if their stay is comfortable during the repair period. Otherwise, it's time to offer them a refund and help them get some nearby space- you may even help them with the relocation. They'll appreciate your help with the issue and see that you did everything in your power to resolve the issue. Thank them for letting you know about the problem and how important it is for you to prevent those things from happening inside your space. Moreover, it won't hurt to apologize for the inconvenience.
A small apology gift such as a box of doughnuts, coffee, or pizza is something they love. Once the problem is solved, send them a small apology gift that will eliminate the unpleasant incident from their memory, and they'll appreciate the little present.
Finally, remember that any repair improves the quality of your space and that your future guests will appreciate it.
As a final recommendation, it is essential that you block one day a month for yourself in your own space, use it, bathe, cook, open the windows, watch a movie, check your mail. Everything your guest would do, do it for one day a month. This will help prevent the malfunction of your facilities. When using it yourself, you will notice if the internet is too slow, if the water heater works at 100% or if it was difficult for you to open a doorknob so that you work on the solutions cautiously.
Mauricio.
