Author: Jay

 

Unregistered Guest Response Workflow

Trigger

Use this workflow when a guest is seen bringing an unregistered visitor or unpaid additional guest into a StayWithJay residence.

Step 1: Confirm and log the incident

Before messaging the guest, the property manager should log:

Guest name
Reservation platform
Booking ID
Property name
Date/time of visitor entry
Screenshot or camera reference
Number of registered guests
Number of suspected unregistered guests
Guest history: total stays, total nights, first stay date, guest rank if available

Guest history should be pulled from the guest profile in WordPress, Hospitable, Airbnb records, or the StayWithJay guest ranking dashboard.

Step 2: Send the policy message by email or platform message

This first message should be calm, respectful, and direct. It should include the guest’s actual stay history so the message feels relational, not punitive.

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Message 1: Unregistered Guest Notice

Subject: Quick note about your current stay

Hello {{Guest First Name}},

I hope you’re doing well. I wanted to reach out with care and respect because it appears that an unregistered guest may have entered one of our residences during your stay.

Before anything else, I want to say that we truly appreciate you.

Did you know you are currently one of our most frequent guests? You have stayed with us for {{Total Nights}} nights across {{Total Stays}} stays since your first stay on {{First Stay Date}}. You are currently ranked #{{Guest Rank}} all-time among StayWithJay guests.

That history matters to us. It tells us you value the consistency, privacy, safety, and affordability we work hard to provide. We value that trust.

That is why I wanted to reach out personally and respectfully rather than send a generic policy notice.

It appears that an unregistered and unpaid guest may have entered the residence during your stay. If this was not you, or if we are mistaken, please let us know and we sincerely apologize for the confusion.

If this was your visitor, we do need to address it.

Our visitor policy is not personal. It exists for safety, accountability, and compliance. We are responsible for knowing who is inside each residence at any given time. This protects you, other guests, the property, and our ability to follow insurance and occupancy requirements.

Going forward, please contact us before having any visitor come to the property. We do offer a Visitor Day Pass, which allows guests to safely and properly register a visitor:

{{Visitor Day Pass Link}}

This helps us keep the residence safe and ensures that every person on-site is accounted for.

Whether someone stays with us for 1 night or {{Total Nights}} nights, we want every guest to know that we take safety seriously and that we have their back.

Thank you for understanding and for helping us continue to provide this level of care and service.

We truly appreciate you.

StayWithJay

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Step 3: Wait 3 minutes

After the first message is sent, wait approximately 3 minutes.

This gives the policy message space to land before the relationship-repair message arrives.

Step 4: Send a human follow-up by text or preferred communication method

This second message should come from a real person or feel clearly human. It should not sound automated. The goal is to make clear that StayWithJay is not trying to shame, embarrass, or punish the guest.

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Message 2: Relationship Protection / $50 Credit Follow-Up

Hi {{Guest First Name}}, this is {{Team Member Name}} with StayWithJay.

I just wanted to follow up personally.

Please know the message we sent is not meant to embarrass you, shame you, or make you feel unwelcome. That is not our intention at all.

We brought it up because safety and guest accountability matter in a shared lodging environment, and we have to apply that standard consistently for everyone.

But we also want you to know that we truly appreciate your history with us. You have stayed with us {{Total Nights}} nights across {{Total Stays}} stays, and that means something.

To prove this is not punitive, we are going to send you a simple way to save $50 or more on your next StayWithJay booking.

No hoops. No awkwardness. Just our way of saying we appreciate you, and we want to keep the relationship in good standing.

Thanks again for understanding.

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Message 3: $50 Savings Text

Hi {{Guest First Name}}, as promised, here is your $50 StayWithJay return guest credit.

Use this toward your next direct booking with us:

{{Discount Link or Code}}

This is our way of saying thank you for being a repeat guest and for helping us keep our residences safe, consistent, and comfortable for everyone.

We appreciate you.

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Internal Canned Note for PMs

Use this when a repeat guest is caught bringing an unregistered visitor.

Internal workflow:

Log the incident with screenshot/time stamp.
Pull guest history from WordPress, Hospitable, Airbnb, or the guest ranking dashboard.
Send the unregistered guest email using the guest-history variables.
Wait 3 minutes.
Send the human follow-up text.
Send the $50 return guest credit or direct-booking savings link.
Add a note to the guest profile: “Unregistered visitor notice sent. Relationship-repair credit offered. No punitive action unless repeated.”

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Variables Needed

{{Guest First Name}}
{{Guest Full Name}}
{{Total Nights}}
{{Total Stays}}
{{First Stay Date}}
{{Guest Rank}}
{{Reservation Platform}}
{{Booking ID}}
{{Property Name}}
{{Visitor Day Pass Link}}
{{Discount Link or Code}}
{{Team Member Name}}

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This is the core positioning:

We are serious about safety, but we are not trying to punish good guests. We correct the behavior, protect the standard, and preserve the relationship.