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I am also quite small and only have two rooms. I usually greet guests and provide a treat from our kitchen. If I know I will not be available all afternoon, I will normally send an email through Booking.com to ask them to let me know what time they may be arriving, so I can ensure that I am onsite to greet them. I then provide them with directions on how they can enter their accommodation. We have pin codes not he door so they can enter without keys which makes it so much easier. I will normally text guests the morning they are due to arrive to ask their expected time of arrival. Overseas guests, I need to rely on Booking.com email system and hope they check it prior to arriving. Generally these methods work. We live onsite and don't have a front desk, so I will send instructions if I know there is a chance that I will not be here at their expected arrival time.
We are only very small and we don't generally have guests staying for long periods, however if guests stay for more than 3 days, we do change the linen on the 4th day, unless they indicate differently.
This also gives me a chance to do a quick clean of the shower and rooms if needed and then its not such a big job with soap scum and food scraps when the guest departs.
Its interesting isn't it when people are on holidays, how they feel they can get away with anything. My thought when I read this is that perhaps after your warnings if nothing improves you have a security guard (friend) come over and explain that they have broken the guests rules, other guests have complained and now they have to leave, and have the security guard escort them to their room while they pack up and leave. That way you are not in the firing line when they are given notice. You would have to give them clear waring prior that if they continued their unwanted behaviour then they would be escorted off the property. Rather than allow them to put stress in your body worrying about what you should do, think of your other guests, and take action that is going to benefit you, your property and the genuine caring guests. This way you take back the control and you never know, even though these disrespectful guests may not admit it at the time, you could have an affect on them that changes what they do in the future.
Then look at your advertising and policies to ensure what future guests are seeing, and make your policies clear that will alert guests to the fact that this sort of behaviour will not be tolerated and guests will be immediately asked to leave in the guests rules are broken. Guests like this will most likely not read the policies, but you can print a copy and provide it to them if issues start to arise.
We recently had guests in our small boutique B & B who smoked. We asked them to not smoke around the building and gave them a sand bucket in a smoking zone in the garden. Unfortunately it was raining and obviously they felt that it was too wet to go out to smoke, so they chose to sit for hours in the bathroom with the fan on while smoking inside our beautiful accommodation room. When they left and we went in to clean the smell of smoke was everywhere. It took a concentrated effort to remove the lingering smell before the next guests arrived.
This was a great prompter for us to actually change our policies and make our complete property a non smoking area. So guests know that if they choose to stay with us, there is a no smoking policy onsite anywhere. I send a confirmation email for every booking and with a special note advising them that the property is a no smoking area.
For the odd guests that do not book because of this, or for guests that turn up and are obvious smokers, we will advise that if they would prefer to go elsewhere we will not charge them anything to cancel their booking. This decision we feel suits us and any future guests they stay with us... because as we know, if you are a non smoker, the smell of smoke in a room is horrible and makes the room feel unclean. So, we are happy to lose some guests to ensure the majority of our guests have a great holiday.
The one other thing you could do if you have people around the pool disrespecting the rules is get some friends or family members to act like guests and come to the pool area and crowd them out, letting them know that their actions are not cool...just a thought:)
Hope this helps
Belle la vie, Modanville NSW Australia
We have been very fortunate with most of our guests and I feel this is due to how we welcome our guests as we make a point of being present when they arrive, we bring them into their accommodation area and explain benefits and rules for their stay. We are only very small and do have a completely seperate entry for our guests and the accommodation is very private and seperate. We have found the best thing we have done is have a small dinning table and chairs in their accommodation and on their verandah. Our guests do have a separate bedroom and their own private lounge area and tea and coffee facilities in their hall area where their small table is, so we never have anyone eating in the bedroom. Some people bring their own food and make use of the small bench provided, but todate we have never had anyone wanting to cook in the room. If they would like a meal, I am happy to offer this with plenty of notice and this way, I get to serve it at their table and then remove the dirty plates, so there is no smells left in the room. I will often offer a raw food menu, so they get quality nutritious food without the mess and smell.
If people want to cook, we bring a small portable BBQ onto their veranda and provide all the necessary cooking equipment and set up the table on their veranda, so the smell and mess stay outside.
I think, as many owners have said above, it really is a matter of being very clear with what you would like to offer. Our council does not allow cooking facilities or microwave ovens, so if someone has booked for a few days, we let them know that there is a small fridge and food prep bench, but they will not have the option to cook meals. this way to are upfront and there is no surprise when they arrive.
I feel that the more respect we offer our guests, the more respect we get back. We seem to attract a very good quality of guests, with the occasional person that is a little more demanding. we currently sit at 9.7/10 guest review and use to take anything other than a 10 very personally, but have since decided that people will mark you depending on where they are at, not necessarily with what you offer, so we have let that go. We sometimes get marked down on location which to us is quite weird as we have a clear indication of where we are and how far we are from beaches and villages...they chose to come to us because of our location, then make us down...so go figure??? We also provide a feedback form to our guests as we serve their breakfast on their last day and ask them to fill it out so we can better serve future guests, that way we get a better understanding of what they are thinking. This way, if there is a total variation to what they then write on booking.com, I can contact them or booking.com to object to the comment if it does not seem fair.
I think it is important to project the type of guest you are wanting to attract and make sure your online detail is calling that type of person. It may be good to sit down together and re write your details ensuring that you are in the right frame of mind and are actually energetically putting detail in that supports you and the guests you want.
We project a healthy getaway, we provide a breakfast that is gluten, dairy and processed sugar free...and you would be amazed at how many guests we get coming... that may not have even read this in the literature... but turn up and are gluten intolerant, or who can't have dairy, or craving a healthy getaway.... and even those that don't have any thought about this, go away stating that they really do want to start looking at living a healthier lifestyle.
So what is your getaway about... is it a romantic getaway, is it budget accommodation for those who cannot effort the more upmarket getaway, is it a family fun adventure, it is a quiet retreat to rest and relax, it is a great spot to rest your head that is close to all the action of the city buzz... Sometimes getting that clear for you, will then give you an idea of what type of guest you are trying to attract and then make sure your facilities are supportive of the same, and thats where your energetic pull is coming from. May sound weird...but it works.
Not sure if this is helpful...but good luck, don't get disheartened...just re think your offer and who you want to attract.
'belle la vie' B & B
Northern NSW Australia