To Report Or Not? – Decision Tree��Most reports are clear cut, but some you might consider to be marginal.
Here is decision tree to help you decide whether to blacklist a guest who sits on the margins. Ask yourself the following series of questions:
- Have staff had to spend extra time cleaning – an hour or more extra?
- Have staff had to use extra cleaning options (outside of their routine cleaning equipment and solutions) to clean and return the accommodation to a point of resale?
- Have you required the services of a specialist cleaner eg carpet cleaner, to be able to return the accommodation back to a point of resale?
- Is there a number of missing or broken inventory (including linen)? Outside of broken glass or plate for example! (accidents happen – keep it real)
- Is there any damage to the property or furniture that can not be attributed to fair wear & tear? Eg holes in walls, scrape marks on walls from luggage that can’t be cleaned off, broken chairs, fittings etc
- Has the accommodation needed to be offline, for any period beyond half a day, because of repairs/airing etc?
- Most importantly, would you have them stay at your accommodation again in the future?
If you have answered yes to two or more of the above questions, then you might consider issuing a Rogue Guest Report.