Oh yeah baby that "Your Stay with us is 3 days away!" is bonza! Remind them that check in time begins at (and we do not allow early check ins) and directions. I love that! They think we are "thinking" about them too. Esp wording it in that way. PS That has cut down on early check ins AND too late of check ins as well, as they are reminded they will have a self check in note when they arrive.I have a problem withholding irritation with people who get lost because they DID NOT READ OUR DIRECTIONS. DW has to nudge me when I get a little aggressive with these, usually wonderful people, who are directionally challenged.
Once they are at our door, I need to just let it go. DW is much better at this because she's the nice one and was involved in customer relations for over 30 years. Unfortunately, she's had her fill of that so I get to be the official greeter.
I used to be much worse at venting to the guest ( a definite no no). I'm getting better.
Since we moved to ReservationKey, I've decided I need to set up a reminder letter to be sent several days before their arrival to remind them to print our directions and to call us if they are not going to arrive at their scheduled time. I realized that guests who book months in advance may have read my instructions when they received their confirmation, but had simply forgot by the time their trip rolled around..