Rules, rules and then some more rules

[Morticia]

I'm finding more and more reasons to try and relax my guests' stay with me. Rules like these:

• No food in guest rooms
• No drinking in guest rooms
• No refunds, ever, for any reason
• No late check in
• No early check in
• No
• No
• No

I'm trying to avoid the word now. Looking at B&B websites does not seem inviting. I understand guests are in our homes, but if you have some separation between you and the guests, like a door you lock, are all the rules necessary? Are there ways to work around some of these things to make a positive experience out of what seems like a negative one?

 

[ChrisandShelley]

When Shelley and I went to the PAII conference as aspiring innkeepers, we met many innkeepers at various stages of their innkeeping tenure. It was easy to tell the ones that had been doing it a while. They would cite a story and then the rule that they put in place to keep that from happening again. We've stayed at B&B's that seem to have a sign every where saying "Don't..." or "No..." whatever. On one hand, it makes you wonder what the story is behind the reason the sign is there. But then again, it's almost like your over-signed.
When we've had people arrive early (and they do A LOT!) if we are busy, I'll ask them to give us just a little time to make sure their room is ready. Instead of "We don't have early check ins" it is more like "We are making sure your stay will be the best it can be, so we need the time for that."
I think that if you can spin in where the reasoning benefits the guest, then you'll get a better response most of the time. "We don't allow food in guest rooms because we want your room to remain nice and clean." or something like that.

 

[Morticia]

You can always tell what's gone wrong by the policies page. ;-) Or, in some cases, what the owner's beliefs are. (Mostly around alcohol.)
We realize we can't 'legislate stupid' so we try to have a behind the scenes plan in place. We stopped talking pets rather than try to keep up with all the pet owner's shenanigans.
Our policy for wedding groups is designed to make them select elsewhere. Rather than a list of rules they have to follow.
I think the rules come into play around year two and hang on until you're just tired of playing cop all the time.
For the PO's, that was about year 4 when they threw in the towel because they couldn't keep up with the constant push back from guests.
I just don't have the stamina to enforce too many rules.
I should do a cross stitch of the basic one - Be respectful - that covers so much territory.

 

[ChrisandShelley]

You can always tell what's gone wrong by the policies page. ;-) Or, in some cases, what the owner's beliefs are. (Mostly around alcohol.)
We realize we can't 'legislate stupid' so we try to have a behind the scenes plan in place. We stopped talking pets rather than try to keep up with all the pet owner's shenanigans.
Our policy for wedding groups is designed to make them select elsewhere. Rather than a list of rules they have to follow.
I think the rules come into play around year two and hang on until you're just tired of playing cop all the time.
For the PO's, that was about year 4 when they threw in the towel because they couldn't keep up with the constant push back from guests.
I just don't have the stamina to enforce too many rules.
I should do a cross stitch of the basic one - Be respectful - that covers so much territory..

That's a great idea about the cross stitch idea. Too bad most people have a very skewed idea of what "respectful" means.
It's funny that you mentioned the pets thing. We considering doing that in the future because we get a lot of people asking us about it. There is only one place in town that allows pets and it is a Best Western. I don't think it's worth it. We would have to renovate a room to have a hard wood floor. And we just really aren't that desperate. We tell people that we are thinking about it, but we just aren't set up to allow that. I think we'll continue that line for the next, oh, say...20 years or so.

 

[Morticia]

You can always tell what's gone wrong by the policies page. ;-) Or, in some cases, what the owner's beliefs are. (Mostly around alcohol.)
We realize we can't 'legislate stupid' so we try to have a behind the scenes plan in place. We stopped talking pets rather than try to keep up with all the pet owner's shenanigans.
Our policy for wedding groups is designed to make them select elsewhere. Rather than a list of rules they have to follow.
I think the rules come into play around year two and hang on until you're just tired of playing cop all the time.
For the PO's, that was about year 4 when they threw in the towel because they couldn't keep up with the constant push back from guests.
I just don't have the stamina to enforce too many rules.
I should do a cross stitch of the basic one - Be respectful - that covers so much territory..

That's a great idea about the cross stitch idea. Too bad most people have a very skewed idea of what "respectful" means.
It's funny that you mentioned the pets thing. We considering doing that in the future because we get a lot of people asking us about it. There is only one place in town that allows pets and it is a Best Western. I don't think it's worth it. We would have to renovate a room to have a hard wood floor. And we just really aren't that desperate. We tell people that we are thinking about it, but we just aren't set up to allow that. I think we'll continue that line for the next, oh, say...20 years or so.
.

Our house has carpet and we took dogs for 7 years. Yes, you need to own a good carpet cleaner, but the first years were good to us in re pet guests.
We had a lot of bookings. But then we started getting too many guests who should not have traveled with their dog.
It's a really big market.
We still have our legacy families. About 4-5 every year come with their dogs.

 

[OnTheShore]

OK, I have to go back and look at our policies....
It is one thing to have a rule, it is another thing to enforce it (or how one chooses to enforce it).
There are also different ways to state a rule, such as "no dogs left unattended" vs. "please take your dog with you when you go out."
Another thought - it's one thing to have a list of rules, it is another thing to get people to actually read and understand those rules.

 

[JBloggs]

We can talk all we want, but unless we have a small focus group, and this can be five innmates from this forum, or five relatives or friends for a more realistic approach of the average joe guest, we will never know how we are perceived.
let them view the website or policies page in particular if that is what you are focused on, and see what they say. Give them ten questions.
This feedback will be invaluable.
Yes, all the rules are put offs, esp when you see them in advance before booking a room. But let's be honest, most of those innkeepers are put offs and curmudgeons in person too.
I don't want to stay with you if you try to rule me.

 

[JBloggs]

Ps thank you Mort for the reminder. Winter is coming and a great time to rework websites AND policies.

 

[Generic]

You can always tell what's gone wrong by the policies page. ;-) Or, in some cases, what the owner's beliefs are. (Mostly around alcohol.)
We realize we can't 'legislate stupid' so we try to have a behind the scenes plan in place. We stopped talking pets rather than try to keep up with all the pet owner's shenanigans.
Our policy for wedding groups is designed to make them select elsewhere. Rather than a list of rules they have to follow.
I think the rules come into play around year two and hang on until you're just tired of playing cop all the time.
For the PO's, that was about year 4 when they threw in the towel because they couldn't keep up with the constant push back from guests.
I just don't have the stamina to enforce too many rules.
I should do a cross stitch of the basic one - Be respectful - that covers so much territory..

That's a great idea about the cross stitch idea. Too bad most people have a very skewed idea of what "respectful" means.
It's funny that you mentioned the pets thing. We considering doing that in the future because we get a lot of people asking us about it. There is only one place in town that allows pets and it is a Best Western. I don't think it's worth it. We would have to renovate a room to have a hard wood floor. And we just really aren't that desperate. We tell people that we are thinking about it, but we just aren't set up to allow that. I think we'll continue that line for the next, oh, say...20 years or so.
.

Our house has carpet and we took dogs for 7 years. Yes, you need to own a good carpet cleaner, but the first years were good to us in re pet guests.
We had a lot of bookings. But then we started getting too many guests who should not have traveled with their dog.
It's a really big market.
We still have our legacy families. About 4-5 every year come with their dogs.
.

I noticed that some of the places that take dogs have fees, like $15 per night. I assume that is to cover the extra costs of cleaning the room. I noticed one place charged $20 per pet. If I didn't have the allergy, I would consider it.

 

[Morticia]

You can always tell what's gone wrong by the policies page. ;-) Or, in some cases, what the owner's beliefs are. (Mostly around alcohol.)
We realize we can't 'legislate stupid' so we try to have a behind the scenes plan in place. We stopped talking pets rather than try to keep up with all the pet owner's shenanigans.
Our policy for wedding groups is designed to make them select elsewhere. Rather than a list of rules they have to follow.
I think the rules come into play around year two and hang on until you're just tired of playing cop all the time.
For the PO's, that was about year 4 when they threw in the towel because they couldn't keep up with the constant push back from guests.
I just don't have the stamina to enforce too many rules.
I should do a cross stitch of the basic one - Be respectful - that covers so much territory..

That's a great idea about the cross stitch idea. Too bad most people have a very skewed idea of what "respectful" means.
It's funny that you mentioned the pets thing. We considering doing that in the future because we get a lot of people asking us about it. There is only one place in town that allows pets and it is a Best Western. I don't think it's worth it. We would have to renovate a room to have a hard wood floor. And we just really aren't that desperate. We tell people that we are thinking about it, but we just aren't set up to allow that. I think we'll continue that line for the next, oh, say...20 years or so.
.

Our house has carpet and we took dogs for 7 years. Yes, you need to own a good carpet cleaner, but the first years were good to us in re pet guests.
We had a lot of bookings. But then we started getting too many guests who should not have traveled with their dog.
It's a really big market.
We still have our legacy families. About 4-5 every year come with their dogs.
.

I noticed that some of the places that take dogs have fees, like $15 per night. I assume that is to cover the extra costs of cleaning the room. I noticed one place charged $20 per pet. If I didn't have the allergy, I would consider it.
.

I noticed that some of the places that take dogs have fees, like $15 per night. I assume that is to cover the extra costs of cleaning the room. I noticed one place charged $20 per pet. If I didn't have the allergy, I would consider it.

We charged $25. I told that to another place and she was shocked I could get that much. Yup, and I charge for kids, too.

 

[Generic]

I try to keep rules to a very minimum. We have a minimum age for children, but don't strictly enforce it (we warn the parents that it's their choice, but if other guests complain they are responsible to pay for the other guests stay.)
I charge for things that really affect my day, like early-check-in and late check-out. I guess my biggest rules is that the kitchen is off-limits during service.
Things that don't work out get priced out. We have a weekend that brings in a younger crowd. Last year I cleaned out 6 bags from one room and it took me over 2 hours. I had already set the price at $20 more per night, this year, it's $30 more per night. Price seems to cure most of my trepidation.

 

[Morticia]

We can talk all we want, but unless we have a small focus group, and this can be five innmates from this forum, or five relatives or friends for a more realistic approach of the average joe guest, we will never know how we are perceived.
let them view the website or policies page in particular if that is what you are focused on, and see what they say. Give them ten questions.
This feedback will be invaluable.
Yes, all the rules are put offs, esp when you see them in advance before booking a room. But let's be honest, most of those innkeepers are put offs and curmudgeons in person too.
I don't want to stay with you if you try to rule me..

We can talk all we want, but unless we have a small focus group, and this can be five innmates from this forum, or five relatives or friends for a more realistic approach of the average joe guest, we will never know how we are perceived.
let them view the website or policies page in particular if that is what you are focused on, and see what they say. Give them ten questions.
This feedback will be invaluable.
Yes, all the rules are put offs, esp when you see them in advance before booking a room. But let's be honest, most of those innkeepers are put offs and curmudgeons in person too.
I don't want to stay with you if you try to rule me.

I was looking at it from the perspective of a guest - would I be comfortable there even tho I could pretty much tell why they had the rules they had. So, the no drinking thing (a long paragraph on why drinking was not allowed) made me think, 'Ah, here's a place where they get drunks,' and knowing few people read the policies, I figured it was in a party area and probably not what I was looking for.
We've had people ask at the door what the rules are and I usually just use my sampler saying: be respectful. I think if I put the onus on the guest to figure that out, they're more likely to do so than if I list off a bunch of rules and they go looking for the 'loophole'.

 

[Morticia]

Ps thank you Mort for the reminder. Winter is coming and a great time to rework websites AND policies..

Ps thank you Mort for the reminder. Winter is coming and a great time to rework websites AND policies.

And the room books.

 

[Silverspoon]

We have two rules that are prominently displayed: No smoking in or on the property, no candles or open flames. They are self explanatory and address real safety concerns.
Rather than rules we use requests, stated in the room book, to address concerns. Things like...We request that all breakfast foods served in the dining room remain in the dining room. This prevents one guest from bringing a hot plate of food to another guest in bed. We do offer breakfast in bed....but we deliver it at a price of $25. We still provide to-go baggies for baked goods at the table so I don't think we are perceived as being stingy.
Some times we just state the policy under the appropriate tab in the room book. For example under the About the Inn:Safety and Security section we say: Our Inn and property is for the exclusive use of our registered guests. Please let us know if you expect visitors on the property for a few minutes.
This gets the point across without being too heavy handed....and it has wrked for us.

 

[Morticia]

We have two rules that are prominently displayed: No smoking in or on the property, no candles or open flames. They are self explanatory and address real safety concerns.
Rather than rules we use requests, stated in the room book, to address concerns. Things like...We request that all breakfast foods served in the dining room remain in the dining room. This prevents one guest from bringing a hot plate of food to another guest in bed. We do offer breakfast in bed....but we deliver it at a price of $25. We still provide to-go baggies for baked goods at the table so I don't think we are perceived as being stingy.
Some times we just state the policy under the appropriate tab in the room book. For example under the About the Inn:Safety and Security section we say: Our Inn and property is for the exclusive use of our registered guests. Please let us know if you expect visitors on the property for a few minutes.
This gets the point across without being too heavy handed....and it has wrked for us..

Nice way to put it.

 

[Anon Inn]

You can always tell what's gone wrong by the policies page. ;-) Or, in some cases, what the owner's beliefs are. (Mostly around alcohol.)
We realize we can't 'legislate stupid' so we try to have a behind the scenes plan in place. We stopped talking pets rather than try to keep up with all the pet owner's shenanigans.
Our policy for wedding groups is designed to make them select elsewhere. Rather than a list of rules they have to follow.
I think the rules come into play around year two and hang on until you're just tired of playing cop all the time.
For the PO's, that was about year 4 when they threw in the towel because they couldn't keep up with the constant push back from guests.
I just don't have the stamina to enforce too many rules.
I should do a cross stitch of the basic one - Be respectful - that covers so much territory..

That's a great idea about the cross stitch idea. Too bad most people have a very skewed idea of what "respectful" means.
It's funny that you mentioned the pets thing. We considering doing that in the future because we get a lot of people asking us about it. There is only one place in town that allows pets and it is a Best Western. I don't think it's worth it. We would have to renovate a room to have a hard wood floor. And we just really aren't that desperate. We tell people that we are thinking about it, but we just aren't set up to allow that. I think we'll continue that line for the next, oh, say...20 years or so.
.

Our house has carpet and we took dogs for 7 years. Yes, you need to own a good carpet cleaner, but the first years were good to us in re pet guests.
We had a lot of bookings. But then we started getting too many guests who should not have traveled with their dog.
It's a really big market.
We still have our legacy families. About 4-5 every year come with their dogs.
.

I noticed that some of the places that take dogs have fees, like $15 per night. I assume that is to cover the extra costs of cleaning the room. I noticed one place charged $20 per pet. If I didn't have the allergy, I would consider it.
.

Our separate apartment is for the kids-n-dogs. We also list on Air. Although we don't charge a fee - many do. Motels often charge also. $25 seems mid range for pet fees.
Knock on wood, the pet people have all been great.

 

[Morticia]

You can always tell what's gone wrong by the policies page. ;-) Or, in some cases, what the owner's beliefs are. (Mostly around alcohol.)
We realize we can't 'legislate stupid' so we try to have a behind the scenes plan in place. We stopped talking pets rather than try to keep up with all the pet owner's shenanigans.
Our policy for wedding groups is designed to make them select elsewhere. Rather than a list of rules they have to follow.
I think the rules come into play around year two and hang on until you're just tired of playing cop all the time.
For the PO's, that was about year 4 when they threw in the towel because they couldn't keep up with the constant push back from guests.
I just don't have the stamina to enforce too many rules.
I should do a cross stitch of the basic one - Be respectful - that covers so much territory..

That's a great idea about the cross stitch idea. Too bad most people have a very skewed idea of what "respectful" means.
It's funny that you mentioned the pets thing. We considering doing that in the future because we get a lot of people asking us about it. There is only one place in town that allows pets and it is a Best Western. I don't think it's worth it. We would have to renovate a room to have a hard wood floor. And we just really aren't that desperate. We tell people that we are thinking about it, but we just aren't set up to allow that. I think we'll continue that line for the next, oh, say...20 years or so.
.

Our house has carpet and we took dogs for 7 years. Yes, you need to own a good carpet cleaner, but the first years were good to us in re pet guests.
We had a lot of bookings. But then we started getting too many guests who should not have traveled with their dog.
It's a really big market.
We still have our legacy families. About 4-5 every year come with their dogs.
.

I noticed that some of the places that take dogs have fees, like $15 per night. I assume that is to cover the extra costs of cleaning the room. I noticed one place charged $20 per pet. If I didn't have the allergy, I would consider it.
.

Our separate apartment is for the kids-n-dogs. We also list on Air. Although we don't charge a fee - many do. Motels often charge also. $25 seems mid range for pet fees.
Knock on wood, the pet people have all been great.
.

For my daughter's wedding we had to bring the dog. The hotel near the venue said there was a $150 non refundable cleaning charge. I guess that's how they keep dog people out.

 

[Aussie Innkeeper]

I, too, dislike a lot of rules. I joke with guests and tell them that I only really have two: no smoking in the house and no beating up on other guests (even if you arrived with them)

.
Had guests on Friday text me several times regarding their Saturday arrival. Said that they would be 'arriving between 10 and 11' and asked if they could have breakfast. Uh, no....and no.... I explained in the text that breakfast is at 9 for guests that have stayed the night before and the absolute earliest I could do a check in would be noon (only because the room they had was not occupied the night before). Anyway, they seemed happy with the noon check-in time. Fortunately I had no where to go and plenty to occupy myself, as they sauntered in at 2:45!!
Oh wait...it gets better...
Then this morning, all the other guests have breakfast at 9 and the last one is checking out a little after 10. We were heading to church since we had no check-ins this afternoon and only 2 stay-overs. Well, at 10:15, in come the late arriving guests from the day before wanting to have breakfast. I AGAIN explained that breakfast is at 9 and I would be glad to serve them something, but everything was cleaned up and put away. They seemed surprised by this, but went somewhere else for breakfast. They're staying over again tonight, but fortunately leaving very early in the morning. These people just don't get it. How the he!! do they function?
All this to say, that I really don't mind an early check-in, but at least 1/2 the time that someone asks for it, they end up being late and not calling so I have to sit around and wait. I hate that!!
So, DH says that we should offer a $35 'early check-in' option. Yes, you can check in 2 hours early, but you're paying the $35 whether you show up or not! Maybe if people have some skin in the game, they will take it more seriously!!

 

[happykeeper]

If you use the "N" word or the "R" word, you could be turning away your perfect customers.
Here's our policies page
http://www.kau-hawaii.com/review-our-policies/

 

[Morticia]

I, too, dislike a lot of rules. I joke with guests and tell them that I only really have two: no smoking in the house and no beating up on other guests (even if you arrived with them)

.
Had guests on Friday text me several times regarding their Saturday arrival. Said that they would be 'arriving between 10 and 11' and asked if they could have breakfast. Uh, no....and no.... I explained in the text that breakfast is at 9 for guests that have stayed the night before and the absolute earliest I could do a check in would be noon (only because the room they had was not occupied the night before). Anyway, they seemed happy with the noon check-in time. Fortunately I had no where to go and plenty to occupy myself, as they sauntered in at 2:45!!
Oh wait...it gets better...
Then this morning, all the other guests have breakfast at 9 and the last one is checking out a little after 10. We were heading to church since we had no check-ins this afternoon and only 2 stay-overs. Well, at 10:15, in come the late arriving guests from the day before wanting to have breakfast. I AGAIN explained that breakfast is at 9 and I would be glad to serve them something, but everything was cleaned up and put away. They seemed surprised by this, but went somewhere else for breakfast. They're staying over again tonight, but fortunately leaving very early in the morning. These people just don't get it. How the he!! do they function?
All this to say, that I really don't mind an early check-in, but at least 1/2 the time that someone asks for it, they end up being late and not calling so I have to sit around and wait. I hate that!!
So, DH says that we should offer a $35 'early check-in' option. Yes, you can check in 2 hours early, but you're paying the $35 whether you show up or not! Maybe if people have some skin in the game, they will take it more seriously!!.

My guests tonight said yesterday that they'd be here at noon. I let them know there was no problem parking the car but we might not be here at noon.
That was not exactly ok with them but they said they'd be here at 3 then. They checked in during dinner.
We got a 'suggestion' on air bnb that we schedule breakfast for 10 AM. Most of my guests are gone by that time. You like to sleep in? No problem! But no cooked breakfast, either.