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Tough one. I would say middle aged men who are here on business, book in with a business card and are never in - just coming back late to buy a bottle of wine before retiring and then leaving early so the cleaners can access their room. The worse are women with long dark hair that seems to be moulting on the bedding, floor and clogging the sink and shower whilst also appearing in clumps around the dressing table. Next worse are the children that are hyperactive and insist on running everywhere and leaving sticky sweets on the floor which attract columns of small ants.
We have a policy of towel change every three days, or subject to guest request (if they put towels in the shower tray). Most guests go full three days before we change - however we also let our cleaners use their judgement, if towels are wringing wet and it is raining outside so they are unlikely to be dry by the evening, we change them. As for bedding we change once a week. Most people will not change their home bedding daily, so why are you bothering to do so? Naturally, if the bedding becomes stained or soiled, the cleaners will strip it and request fresh bedding. The answer is to have intelligent cleaning staff.
That information came from a Booking.com communication to me saying I was not meeting the criteria for preferred partnership programme. Not much I could do other than to restrict other agencies - I work on first come first served basis so it is totally possible for Booking to c70% - if they give me the guest bookings faster!
We are using Siteminder and our Direct booking is handled by them too, under the software name 'Booking Button'.
Very easy to use, reliable and covers most 3rd party booking agents.
We have all had the guest who cannot be appeased and sure enough slates everything in their review. The only thing I dislike more than that is the guest who is all smiles for their entire stay and tells you that 'they had a great time' and THEN slates you in a review, quite often anonymously - but you know who he is as he was the only Italian speaking guest for the entire month!
We had a Spanish couple who came with a baby. They never told us about the baby but we provided a cot for them free of charge. They had no English, so probably understood half of what I was saying. They stayed three nights - and just as they were leaving he said that there was 'no water' in the basin.
I went to check the room and found nothing wrong. When his review arrived, he said they had to use the shower only as there was 'no water in the basin taps'. Basically he was turning the tap side to side and not lifting it first to get the water! I tackled that review by explaining that and then using the opportunity to say:
Future Guests: If there is anything wrong, PLEASE come and tell us - we cannot assist if we do not know something is wrong!'
This new rating is a mystery, however we place a kettle in the communal kitchen with free tea and coffee. Downstairs is a coffee house - not part of our business but in the same building. Not sure what our guests are rating, my free instant or the Double Espressos from the Cafe! ?
I was pleased to see references of 'home from home' in our visitors book and in some reviews.
We achieved this by letting guests feel unfettered and welcome to move from their room to the communal kitchen and onto the garden roof terrace whenever they liked.
Not feeling like you have to spend all your time cooped up in your room but wander down for a cuppa and strike up chats with fellow guests seem to make people feel welcome and many have returned stating they felt very relaxed.
We experienced a spate of fake bookings from North Africa. I requested the ability to just accept bookings from Europe,Canada, Australia, New Zealand, Korea and China but were told no restrictions are possible - they reacted like it was Trump's ban.
Probably hit the politically correct nerve, however what is the point of pretending you will get quality bookings from an area that gives you 99% fake bookings? Let their 'partners' decide who they want to do business with, we are the ones losing money.