Guest Experience
276 threads · Hospitality tips, amenities ideas, and communication best practices
The Guest Experience Playbook — From Booking to Checkout
A community-curated guide covering every touchpoint of the guest journey. Pre-arrival, check-in, during stay, checkout, and post-stay follow-up.
How do you handle late check-ins?
Had a guest arrive at 1 AM last week with no heads-up. I have a smart lock so access wasn't an issue, but should I set boundaries on arrival times?
Welcome basket ideas that guests actually love
I've been doing wine + chocolates but want to mix it up. What are your best welcome gift ideas? Bonus if they're local and reasonably priced.
Guest communication templates that save hours
I created message templates for every stage: booking confirmation, pre-arrival, check-in day, mid-stay check, checkout reminder, and review request. Sharing them all.
Dealing with guests who leave the place a mess
My last guest left dishes piled up, trash everywhere, and stains on the couch. Charged a cleaning fee but it barely covered the extra work. How do you prevent this?
What streaming services do you provide?
Currently offering Netflix and Disney+ on a shared account. Considering adding YouTube TV for live sports. What's standard and what's overkill?
Creating a local guidebook that guests actually use
I made a beautiful PDF guidebook but I don't think anyone reads it. Switched to a physical binder and engagement went way up. Here's what I include.
How to handle guest complaints gracefully
Got a complaint about street noise (which I can't control). Offered a partial refund and they were happy. But where do you draw the line?
Pet-friendly hosting: tips and boundaries
Allowing pets doubled my bookings but also tripled my cleaning time. Here's my current pet policy and the supplies I keep on hand.
Best amenities for families with young kids
Started providing a pack-n-play, high chair, and some kids books. Immediately started getting more family bookings. What else should I add?
Should you meet every guest in person?
I used to greet every guest but it's getting hard with back-to-back bookings. Self check-in is easier but feels less personal. How do you balance this?