Do This When a Guest Accidentally Breaks Something

Name: Do This When a Guest Accidentally Breaks Something
Uploaded: 2021-11-10T00:48:23+00:00
Duration: 58 s
Channel: Tim Hubbard
Description: A short how-to video by Tim Hubbard advising hosts on handling messages from guests who report accidental damage. He recommends preparing saved responses…

10 Nov 2021 · 1 min

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A short how-to video by Tim Hubbard advising hosts on handling messages from guests who report accidental damage. He recommends preparing saved responses for receptionists/staff to ensure smooth handling. Guidance differentiates small breakages (e.g., wine glasses—usually no charge) from larger items (where the host will typically request compensation).

Chapters

I accidentally broke blank. So this is nice that the guest is telling us. Of course, our housekeepers are going to find out if something's broken as well. But someone may write you and say, I accidentally broke the t. The tv. Hopefully not the tv, but I accidentally broke a bedside lamp. It fell off the table. Or I broke a vase, or I broke some wine glasses. How do you want to handle that? It's good to have response. It's good for your receptionist, whoever's helping you with your guest messages, to have saved response. Just ready to go. Because the better prepared you are with the answers, just the smoother everything goes, the better experience your guest has, the better experience your team has, just the better it is overall to be prepared. So if it's something, a large item, then we're usually going to ask for some sort of compensation. You know, if it's something small, if they broke a wine glass, that happens all the time, then we're not going to ask for them to, you know, send us $6 for a broken wine glass.