I think I differ on this issue. There is a lot of posts here, complaining about what the PITAs do. Dietary needs, what are they thinking, can you believe the nerve...
Guests do not see what is in our heads, but they can read the annoyance.
Innkeeping is about service. If someone is stealing, seriously disruptive, damaging, hurting others, taking serious advantage of you ==> there is certainly call to defend ourselves (nicely).
There is a constant attempt by businesses to "exceed expectations." If it costs you little, it seems better to welcome them to sit for awhile. A few hours before, they were welcome guests - free to roam the building. Then the checkout clock dings, and they are pests? Sounds like a hotel.
Going the extra mile may get that extra referral, return visit, happy online review. Annoying someone may get the opposite.
Studies show that for a positive experience, a customer will tell on average 0.7 others. For a negative experience, they will tell 7.0 others (10x as much)..
Undersea, I went the extra mile when I was an owner/innkeeper. My new startup B&B became #1 on Trip Ad for our city above other long established properties because I tried to provide exceptional and unexpected service.
Having said that... There are always guests who try to push the envelope. And, when you live in your business and are there 24/7, and especially if you are the one who is doing the bulk of the work (for whatever reason), there are times when you just can not be that flexible or go the extra mile. Not because you don't want to, not because you perceive these folks as "pests", but because it is simply not possible since you have other guests or constraints on your precious time to consider. Having someone sit for hours in your common areas can seriously impact getting that area ready for the next round of check-ins. Your in-house guests are out for the day and you have to clean that area
every single day in a small window of time. Maybe your housekeeper didn't show up? It all falls to you unexpectedly. There are just so many variables.
I do agree that compromise is key - I have let guests store their luggage in my locked office after check-out. I have held wedding rental clothes for the company to pick up here after the newlyweds have gone off to their honeymoon. I have allowed guests to linger briefly while waiting for a ride after check-out times. All of these services cut into that precious window of time between check-out and check-in. And, what usually suffered was any down time for this innkeeper. Unless you have plenty of staff, this is very common.
This forum is a safe place to blow off steam when we might feel most stressed out and missing what little break time might be available to us after being on 24/7. I'll be interested to hear your stories when the day comes that you're officially in this business!
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