Part 1 of this series, Unmasking the Rogue Guest: Challenges for Short Term Accommodation Providers, explores some key characteristics and behaviours that are often associated with these Rogue Guests.
Rogue Guests have a talent for sowing disorder. Even a small number of these guests can stir up considerable trouble, affecting various aspects, from the property's state to staff morale and the bottom line. But fear not, in this post, we will delve into effective strategies that accommodation providers can employ to mitigate the Rogue Guest risks and minimise the disturbances they bring about.
Prevention is the first line of defence against Rogue Guests. Implementing rigorous guest screening procedures can help identify potential troublemakers before they even step through the door. Background checks, verification of identification, and credit card details can aid in assessing the credibility of guests and deterring those with problematic histories.
Establishing clear and concise communication with guests before and during their stay is essential. Clearly outline the rules, policies, and behaviour expectations of the accommodation. Provide this information at the time of booking, upon check-in, and through prominently displayed signs within the property. This proactive approach helps set the tone for respectful behaviour.
A well-organised incident reporting system can be a game-changer. Keep detailed records of any disturbances, property damages, or negative interactions involving guests. This historical data can help in identifying patterns and recognising potential Rogue Guests before they become a recurring issue.
Accommodation providers aren't alone in facing the Rogue Guest challenge. Partnering with other Short Term Accommodation Providers (STAPs) and sharing information can create a network of awareness. A legally managed platform like Good to Book for sharing insights, warnings, and incident reports can go a long way in safeguarding against Rogue Guests.
Security is paramount in maintaining a safe and comfortable environment for guests and staff. Consider installing surveillance cameras in common areas, using keycard access systems, and hiring security personnel for larger properties. Not only do these measures act as deterrents, but they also provide a sense of security to genuine guests.
When a Rogue Guest is identified, a swift response is crucial. Train staff to recognise warning signs and address issues promptly. Depending on the severity of the situation, measures may range from issuing warnings to involving local authorities. Acting decisively not only minimises the disruption caused by the individual but also sends a message to other guests about the property's commitment to their safety and well-being.
Well-prepared staff can effectively handle a range of situations. Regular training sessions that focus on conflict resolution, crisis management, and customer service can empower employees to handle Rogue Guest incidents with professionalism and composure.
The Rogue Guest phenomenon may present challenges, but accommodation providers have the power to proactively manage and minimise their disruptive influence. By implementing strategies like the ones mentioned in this post, providers can create an environment that deters disruptive behaviour and ensures the comfort and safety of other guests and staff.
As the industry evolves, so too must our approach when handling Rogue Guests. A Good to Book membership provides access to legally shared information across a network of Short Term Accommodation Providers who actively report guest incidents if they occur.
Booking managers are promptly notified of potential risks at the time of processing a booking request, providing intel to decide if the guest is “good to book” — an effective tool for mitigating the Rogue Guest risks.
