Prevention is always better than cure, and this is just as true in the hospitality industry. A problematic guest can turn a stay – and even an entire season – into a source of stress and unexpected expenses. The good news is that, with a little attention and the right tools, many issues can be detected before they ever happen.
The first step is learning to read between the lines. Past reviews, when available, are a goldmine of information: don’t just focus on the score, but read the comments to spot recurring concerns. Similarly, the way a guest communicates during the inquiry stage can reveal a lot. An evasive tone, slow or incomplete replies, or excessive requests compared to what is offered can all be red flags.
Another effective strategy is to prepare a short pre-check-in questionnaire. This can include questions about arrival times, the number and identity of guests, the presence of pets, and the purpose of the trip. This isn’t only useful for planning but also for assessing the consistency of the answers and the guest’s level of transparency.
Technology can make a big difference. Platforms like HostGuard allow you to cross-check data and see if a guest has been reported by other operators. Knowing in advance if there are problematic precedents enables you to make informed decisions and reduce risks.
Finally, trust your instincts. If a request leaves you with a feeling of discomfort or inconsistency, don’t ignore it. Sometimes, the best way to protect your business is to decline a booking that doesn’t feel quite right. The safety and peace of mind of your property and your guests should always come first.