Cleveland by Jay

Barrier: Guest

All Barriers – guest issues. where guest was the catalyst. for the issue. i.e. missing towels, extra dirty room, extra guest, party, blocked driveway, rude attitude .. all that

  • Was this an overreaction?

    Was this an overreaction?

     

    Guest booked for 1 night

     

    Converssation Thread

    Many things happened weirdly.. see reservation here:

    HMCBQWYR9X

     

    out of context

    SWJ from a automation and CMS standpoint feels like it is 1 form away, 1 email connection automation away from solving all these little issues.

     

    Did you Know?

    according to price labs Stay With Jay is a top 10 STR operator in Cleveland Ohio (including lakewood)? (source: catalystwin.com) Out of over 350 operators

    Something we may be doing correctly

     

    Okay, back to the guest in question.

     

    Did we overreact was the question:

    1. Same Day Booking
    2. Arrived over 1.5 hours before check in
    3. Failed to complete registration
    4. When completed registration, disclosed additional guest
    5. Ignored the alteration request
    6. Ignored text messages and emails
    7. Camera did not record her bringing additional guest
    8. positive demeanor

    Answer: NO. Numbers 1 through 6 are the six key signs a guest will be unruly, and jeopardize the safety and enjoyment of guests and neighbors.

    Follow up Question: Can we do better? YES! 

    1. Faster response times: guest asked about early check in at 2:32PM
      1. our answer came at 3:13PM with the code and registration link
      2. thats almost 45 minutes reply time.
    2. review and fix auto rules for guests, same day reservations are also a huge issue

    There is more work to do… but it is documented here

  • Tuesday May 26

    Tuesday May 26

    • Guest Mariah on P2014R1. Aggressive and verbally abusive towards staff. Brought extra guest in the residence. Used laundry facilities without getting a laundry pass. Again verybally agressive.

     

    Monday Results

    • TopLine Solution: Completed replacement of Shower Back Wall at the P3769 downstairs bath
    • Occupancy 7/14 50% apparently? We got to add the 15 and 16th rooms shortly, and then the 17th and 18th. We can do it!
    • Delta Revenue WOW: -53

     

  • Ready for check in

    Ready for check in

  • Ring Confirmation guest missmatch

    Ring Confirmation guest missmatch

    Guest mismatch. Will send registration and payment request