Food for thought - fighting the issue

[JBloggs]

Be careful this one may sting...
What drains you?
If you are "fighting" an issue everyday in your business, and the emotional energy required is draining you - just stop. Take a step back, zoom out a bit, and observe.
Why are you fighting this battle? Is it that you are afraid to fix it when you know you can? Is it that you are protecting your ego so you don't get hurt? Is it that you are stubborn and won't redefine what your business is and to whom? Is it that you won't get the right help? Is it that you know it's bad, but if you try to fix it you FEAR it will get worse?
Conflict cannot continue without your participation.
From thinkdaily.com

 

[Lee2014]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…..

 

[Generic]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been charging them $25 for check-in from noon until 2:59. We get people who pay it a few times a year and it gives us a few extra bucks. Most people then opt to drop of luggage (since many are on flights) and we get no arguments. We often do the check-in and store the luggage and send them on their way. We do warn them that if it takes more than 5 minutes it will delay the time the room is ready. Works wonders.

 

[Lee2014]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been charging them $25 for check-in from noon until 2:59. We get people who pay it a few times a year and it gives us a few extra bucks. Most people then opt to drop of luggage (since many are on flights) and we get no arguments. We often do the check-in and store the luggage and send them on their way. We do warn them that if it takes more than 5 minutes it will delay the time the room is ready. Works wonders.
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)

 

[Morticia]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been charging them $25 for check-in from noon until 2:59. We get people who pay it a few times a year and it gives us a few extra bucks. Most people then opt to drop of luggage (since many are on flights) and we get no arguments. We often do the check-in and store the luggage and send them on their way. We do warn them that if it takes more than 5 minutes it will delay the time the room is ready. Works wonders.
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)

If you can get $50 then it's not too high. If you can't get it, you also won't get the early check ins you're trying to avoid. If they still come to the door and say, "but it's 2pm! You must be ready for us!" It's still $50. If they demand to get in, they pay.
It's a tough old world and things are no longer free.
Of course, this summer I have 2 great helpers so I'm a lot more relaxed.

 

[Generic]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been charging them $25 for check-in from noon until 2:59. We get people who pay it a few times a year and it gives us a few extra bucks. Most people then opt to drop of luggage (since many are on flights) and we get no arguments. We often do the check-in and store the luggage and send them on their way. We do warn them that if it takes more than 5 minutes it will delay the time the room is ready. Works wonders.
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)
.

Do you want it, or do you want them to leave you alone?
We get the $25 sometimes. I doubt we would get the $50. But it also means that we can tell them that it's $25 even at 2:30. Though to be honest, most of my rooms are ready by 2PM. But I do have to call the housekeeper in early if they want it for noon... or at least give her a few bucks to make sure it's done

 

[Copperhead]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been charging them $25 for check-in from noon until 2:59. We get people who pay it a few times a year and it gives us a few extra bucks. Most people then opt to drop of luggage (since many are on flights) and we get no arguments. We often do the check-in and store the luggage and send them on their way. We do warn them that if it takes more than 5 minutes it will delay the time the room is ready. Works wonders.
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)
.

We were thinking $50, is that too high?

That depends. If you really don't want the early birds and someone is willing to pay the price, is that enough to make you happy?
As someone in this group once told me, if you set a price on (something you wish to avoid) there will be someone willing to pay it so make sure it is high enough that you feel adequately compensated.

 

[Lee2014]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been charging them $25 for check-in from noon until 2:59. We get people who pay it a few times a year and it gives us a few extra bucks. Most people then opt to drop of luggage (since many are on flights) and we get no arguments. We often do the check-in and store the luggage and send them on their way. We do warn them that if it takes more than 5 minutes it will delay the time the room is ready. Works wonders.
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)

If you can get $50 then it's not too high. If you can't get it, you also won't get the early check ins you're trying to avoid. If they still come to the door and say, "but it's 2pm! You must be ready for us!" It's still $50. If they demand to get in, they pay.
It's a tough old world and things are no longer free.
Of course, this summer I have 2 great helpers so I'm a lot more relaxed.
.

TWO GREAT HELPERS?!?
You must really be a lady of leisure this summer!

No wonder you are eating bon bons.

 

[Lee2014]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been charging them $25 for check-in from noon until 2:59. We get people who pay it a few times a year and it gives us a few extra bucks. Most people then opt to drop of luggage (since many are on flights) and we get no arguments. We often do the check-in and store the luggage and send them on their way. We do warn them that if it takes more than 5 minutes it will delay the time the room is ready. Works wonders.
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)
.

We were thinking $50, is that too high?

That depends. If you really don't want the early birds and someone is willing to pay the price, is that enough to make you happy?
As someone in this group once told me, if you set a price on (something you wish to avoid) there will be someone willing to pay it so make sure it is high enough that you feel adequately compensated.
.

I could do a lot with $50. Actually if the room wasn't used the night before or the people left early, we aren't too concerned, Or if we are aware they are coming at 12pm. Its when they show up early and we don't know they are coming that early and I'm in the room still cleaning it. My aunt is stressed which is then past on to me to get it done…… We figure if there's a price on it, they will decided the $50 is better used at a restaurant or attraction.

 

[Lee2014]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been charging them $25 for check-in from noon until 2:59. We get people who pay it a few times a year and it gives us a few extra bucks. Most people then opt to drop of luggage (since many are on flights) and we get no arguments. We often do the check-in and store the luggage and send them on their way. We do warn them that if it takes more than 5 minutes it will delay the time the room is ready. Works wonders.
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)
.

Do you want it, or do you want them to leave you alone?
We get the $25 sometimes. I doubt we would get the $50. But it also means that we can tell them that it's $25 even at 2:30. Though to be honest, most of my rooms are ready by 2PM. But I do have to call the housekeeper in early if they want it for noon... or at least give her a few bucks to make sure it's done
.

Its a whole summer of everyone wanting in early! We had one weekend, everyone was check in before one o'clock! We let them since the rooms were all empty. I think it was that lady pushing the other week….

 

[Generic]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been charging them $25 for check-in from noon until 2:59. We get people who pay it a few times a year and it gives us a few extra bucks. Most people then opt to drop of luggage (since many are on flights) and we get no arguments. We often do the check-in and store the luggage and send them on their way. We do warn them that if it takes more than 5 minutes it will delay the time the room is ready. Works wonders.
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)
.

Do you want it, or do you want them to leave you alone?
We get the $25 sometimes. I doubt we would get the $50. But it also means that we can tell them that it's $25 even at 2:30. Though to be honest, most of my rooms are ready by 2PM. But I do have to call the housekeeper in early if they want it for noon... or at least give her a few bucks to make sure it's done
.

Its a whole summer of everyone wanting in early! We had one weekend, everyone was check in before one o'clock! We let them since the rooms were all empty. I think it was that lady pushing the other week….
.

If you want the extra money, make it something they will pay. Make it too expensive and they will simply balk at it. The point being, if you set a price and they ask you, you say that it isn't fair to those who pay.

 

[Silverspoon]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been charging them $25 for check-in from noon until 2:59. We get people who pay it a few times a year and it gives us a few extra bucks. Most people then opt to drop of luggage (since many are on flights) and we get no arguments. We often do the check-in and store the luggage and send them on their way. We do warn them that if it takes more than 5 minutes it will delay the time the room is ready. Works wonders.
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)

If you can get $50 then it's not too high. If you can't get it, you also won't get the early check ins you're trying to avoid. If they still come to the door and say, "but it's 2pm! You must be ready for us!" It's still $50. If they demand to get in, they pay.
It's a tough old world and things are no longer free.
Of course, this summer I have 2 great helpers so I'm a lot more relaxed.
.

I do not want to see new guests before 3:00 pm even if they are willing to pay.
Be prepared to break your *ss to get the room ready for the guests who say they will pay for a 1:00 pm check in but who do not show up until 4:00 pm and do not think they should be charged. It will happen.
Nope, not for me. Our confirmation clearly says that we can not accommodate arrivals before 3:00 pm. No dropping luggage, no stopping by to let us know they are in the area, no bathroom stops...nada. We reinforce the arrival time when we speak to them and it is highlighted on both the e-mail copy of their confirmation and on the paper copy that is sent by regular post.
The time between 1:00 and 3:00 is our sanity time....not for sale.

 

[Morticia]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been charging them $25 for check-in from noon until 2:59. We get people who pay it a few times a year and it gives us a few extra bucks. Most people then opt to drop of luggage (since many are on flights) and we get no arguments. We often do the check-in and store the luggage and send them on their way. We do warn them that if it takes more than 5 minutes it will delay the time the room is ready. Works wonders.
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)
.

We were thinking $50, is that too high?

That depends. If you really don't want the early birds and someone is willing to pay the price, is that enough to make you happy?
As someone in this group once told me, if you set a price on (something you wish to avoid) there will be someone willing to pay it so make sure it is high enough that you feel adequately compensated.
.

I could do a lot with $50. Actually if the room wasn't used the night before or the people left early, we aren't too concerned, Or if we are aware they are coming at 12pm. Its when they show up early and we don't know they are coming that early and I'm in the room still cleaning it. My aunt is stressed which is then past on to me to get it done…… We figure if there's a price on it, they will decided the $50 is better used at a restaurant or attraction.
.

I could do a lot with $50. Actually if the room wasn't used the night before or the people left early, we aren't too concerned, Or if we are aware they are coming at 12pm. Its when they show up early and we don't know they are coming that early and I'm in the room still cleaning it. My aunt is stressed which is then past on to me to get it done…… We figure if there's a price on it, they will decided the $50 is better used at a restaurant or attraction.

One price fits all. Not 'you don't have to pay because the room was empty'. They want in, they pay. Put it in your confirmation. 'Early arrival (any arrival before 3 PM) is assessed a $50 early arrival fee.' Period. 2:45? $50. Early arrival fee is non refundable and charged at time of booking. If you ask for an early arrival on check in day, your request will be taken under advisement as our schedule allows.
Don't answer the door if you can help it. I know that's not always possible.

 

[Lee2014]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been charging them $25 for check-in from noon until 2:59. We get people who pay it a few times a year and it gives us a few extra bucks. Most people then opt to drop of luggage (since many are on flights) and we get no arguments. We often do the check-in and store the luggage and send them on their way. We do warn them that if it takes more than 5 minutes it will delay the time the room is ready. Works wonders.
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)

If you can get $50 then it's not too high. If you can't get it, you also won't get the early check ins you're trying to avoid. If they still come to the door and say, "but it's 2pm! You must be ready for us!" It's still $50. If they demand to get in, they pay.
It's a tough old world and things are no longer free.
Of course, this summer I have 2 great helpers so I'm a lot more relaxed.
.

I do not want to see new guests before 3:00 pm even if they are willing to pay.
Be prepared to break your *ss to get the room ready for the guests who say they will pay for a 1:00 pm check in but who do not show up until 4:00 pm and do not think they should be charged. It will happen.
Nope, not for me. Our confirmation clearly says that we can not accommodate arrivals before 3:00 pm. No dropping luggage, no stopping by to let us know they are in the area, no bathroom stops...nada. We reinforce the arrival time when we speak to them and it is highlighted on both the e-mail copy of their confirmation and on the paper copy that is sent by regular post.
The time between 1:00 and 3:00 is our sanity time....not for sale.
.

I do not want to see new guests before 3:00 pm even if they are willing to pay.
Be prepared to break your *ss to get the room ready for the guests who say they will pay for a 1:00 pm check in but who do not show up until 4:00 pm and do not think they should be charged. It will happen.
Nope, not for me. Our confirmation clearly says that we can not accommodate arrivals before 3:00 pm. No dropping luggage, no stopping by to let us know they are in the area, no bathroom stops...nada. We reinforce the arrival time when we speak to them and it is highlighted on both the e-mail copy of their confirmation and on the paper copy that is sent by regular post.
The time between 1:00 and 3:00 is our sanity time....not for sale.

Hadn't thought of that…. we have had many who wants early in and then show up after check in time. We are still thinking this all over. It probably won't go into effect until next year which is fast approaching!

 

[Generic]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been charging them $25 for check-in from noon until 2:59. We get people who pay it a few times a year and it gives us a few extra bucks. Most people then opt to drop of luggage (since many are on flights) and we get no arguments. We often do the check-in and store the luggage and send them on their way. We do warn them that if it takes more than 5 minutes it will delay the time the room is ready. Works wonders.
.

We were thinking $50, is that too high? Anything to take the stress off me to have these rooms ready when people show up at any given time! We usually can have the room ready at noon if we know ahead of time…. Its the ones that just walk in, we are here, ready to check in! My aunt saw that the rooms were taking longer since I had to come down and answer the door, check them in, etc. Meanwhile the rooms are sitting there waiting so the last room was hardly ready by check in time, etc. (when I was doing solo)
.

We were thinking $50, is that too high?

That depends. If you really don't want the early birds and someone is willing to pay the price, is that enough to make you happy?
As someone in this group once told me, if you set a price on (something you wish to avoid) there will be someone willing to pay it so make sure it is high enough that you feel adequately compensated.
.

I could do a lot with $50. Actually if the room wasn't used the night before or the people left early, we aren't too concerned, Or if we are aware they are coming at 12pm. Its when they show up early and we don't know they are coming that early and I'm in the room still cleaning it. My aunt is stressed which is then past on to me to get it done…… We figure if there's a price on it, they will decided the $50 is better used at a restaurant or attraction.
.

I could do a lot with $50. Actually if the room wasn't used the night before or the people left early, we aren't too concerned, Or if we are aware they are coming at 12pm. Its when they show up early and we don't know they are coming that early and I'm in the room still cleaning it. My aunt is stressed which is then past on to me to get it done…… We figure if there's a price on it, they will decided the $50 is better used at a restaurant or attraction.

One price fits all. Not 'you don't have to pay because the room was empty'. They want in, they pay. Put it in your confirmation. 'Early arrival (any arrival before 3 PM) is assessed a $50 early arrival fee.' Period. 2:45? $50. Early arrival fee is non refundable and charged at time of booking. If you ask for an early arrival on check in day, your request will be taken under advisement as our schedule allows.
Don't answer the door if you can help it. I know that's not always possible.
.

My favourite sign for the door "Please knock or ring to accept our $25 early check-in fee, otherwise we will see you at 3PM". Really makes them apprehensive to knock or ring.

 

[JimBoone]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have the advantage of not serving breakfast so less hassle in that area. We generally say rooms ready between 12 and 2 thinking the sooner they check in I don't have to wait around on them later in the day.
We usually ask guests for a range of time when they think they might arrive, pretty well any time between noon and 9PM (or slightly later), but outside of those times when a guest is expected I'm subject to be running errands.

 

[Hillbilly]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been doing this for years and make an extra 4-5 thousand a year off of it. It's really not a lot of extra work. We just clean according the arrival times. So if an early arrival says they will be here at 1. We clean that one first. We also found if people are paying extra 90% of the time they arrival when they say they will. Our early arrival time is between 1-4. Normal check in time is 4-6. We can approve or reject the time. When there are days when we only have 1 check in its nice to get them checked in a finished. Then we have the rest of the day to do extra work or family time.

 

[Morticia]

We just decided to start charging for early check-in, etc to keep people at bay. We got tired of people showing up at 12pm, etc. We'll see what happens…...

We have been doing this for years and make an extra 4-5 thousand a year off of it. It's really not a lot of extra work. We just clean according the arrival times. So if an early arrival says they will be here at 1. We clean that one first. We also found if people are paying extra 90% of the time they arrival when they say they will. Our early arrival time is between 1-4. Normal check in time is 4-6. We can approve or reject the time. When there are days when we only have 1 check in its nice to get them checked in a finished. Then we have the rest of the day to do extra work or family time.
.

We have been doing this for years and make an extra 4-5 thousand a year off of it.

Holy cow! Holy cash cow! That's amazing.

 

[Breakfast Diva]

Wait,wait, wait! Can we go back to the theme of this thread? It's about how we as owners can change! What irritants do we complain about all the time. If a problem happens over and over, it's us, not them. Why don't we do something to fix the problem in the first place?
I'm not perfect and our place is not perfect but after 16 years, we rarely get the complainers as guests. I think it's because we forced ourselves to take time during the off season each and every year to analyze what the problems of the previous year were. Once we pinpointed the problem, we found a solution to fix it. Believe me, it's not easy emotionally and DH and I almost always disagree on the solution.
Here's an example. DH wants to do self check-in after 6:00. We used to do it but because of our location and type of property we are, we really ran into some big problems doing self check-ins. As much as I don't want to always be on call and waiting around for guests, for our particular property, it's necessary. It's best for our business and when business is flowing well, generally life is good. For most other properties, self check-in is great.
My take on it is that change is scary, acknowledging that it's really some type of problem we created is difficult. Sometimes a leap of faith is necessary to try it a new way. But if something is not working, it's up to us to try to figure out how to make it work.

 

[Morticia]

Wait,wait, wait! Can we go back to the theme of this thread? It's about how we as owners can change! What irritants do we complain about all the time. If a problem happens over and over, it's us, not them. Why don't we do something to fix the problem in the first place?
I'm not perfect and our place is not perfect but after 16 years, we rarely get the complainers as guests. I think it's because we forced ourselves to take time during the off season each and every year to analyze what the problems of the previous year were. Once we pinpointed the problem, we found a solution to fix it. Believe me, it's not easy emotionally and DH and I almost always disagree on the solution.
Here's an example. DH wants to do self check-in after 6:00. We used to do it but because of our location and type of property we are, we really ran into some big problems doing self check-ins. As much as I don't want to always be on call and waiting around for guests, for our particular property, it's necessary. It's best for our business and when business is flowing well, generally life is good. For most other properties, self check-in is great.
My take on it is that change is scary, acknowledging that it's really some type of problem we created is difficult. Sometimes a leap of faith is necessary to try it a new way. But if something is not working, it's up to us to try to figure out how to make it work..

And, you had horror stories about guests with dogs who showed up as late check ins.
You're right, we got totally off the topic. I like your idea of rehashing the season to see what can be fixed and how to do it.