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Welcome back to another episode of Serviced Accommodation with your host Kevin Poneskis. In this week’s episode, Kevin talks through the different options for guest access and guest reviews. Kevin talks through everything from why meet and greet can be a really effective way for guest access to how to respond effectively to bad reviews?

Key Takeaways

Logistics: How do your guests gain access to the property? With all these options below make sure you are giving your guests clear directions, and instructions for each option.

• Leave the keys with Key Nest a company which can facilitate the key collection process with partner garages or corner shops.
• More prestigious apartment blocks might have a concierge who you can come to an agreement with around giving the guests your keys, or introducing them to your property.
• Key lock or key safe which is a box outside of the property with a combination lock. You can issue the guests the appropriate code for the lock and they are able to let themselves into the property
• An electronic coded locking system is a more expensive option but can be more secure. You're able to issue the guests a code to gain access to the property. The code is then changed automatically when the guests check out of the property. This can be a more secure option rather than having to change the code manually with a key lock.  

Why meet and greet could be really effective for you? Meet and greet is where someone physically meets your guests at the property. There is no right or wrong way for guest access but this can be a really effective way of gaining access for your guests. Kevin outlined that for his properties he pays a meet and greet person £15 so there is that cost to this but many advantages as well. One of the key elements for creating an effective meet and greet process is creating clear instructions and checklists for the person to go through. It is also essential at this point to have a clear check-in time, usually before 9am, and then charging for a late check-in. Make sure you source the meet and greet staff from the local area so they live close to the property.

Advantages of the Meet and Greet method.

• The person can check if everything is ok with the property. Cleaners can sometimes make a mistake and this can be an extra backstop.
• Make sure the property is clean.
• It’s a process for discovering any problems before your guests arrive.
• Checking simple things like where the remote control is.
• That the heating is on the right setting.
• Is there any maintenance that needs to be done?
• To ensure that the guests have left the keys where you wanted them to be.
• They can show your guests how to use things like the central heating, the cooker, anything that could be potentially difficult to use.
• An important aspect is to ask your guests why they are in town? This then offers a chance to understand your guests visit and book any future business. You can offer a discount voucher for there next visit, booking directly through your website to avoid the OTA charge.

How To Deal With Bad Reviews. Guests are a lot less likely to leave bad reviews when they meet someone in person. Make sure you respond to all of your reviews both good and bad. Make sure you don’t sound aggressive and defensive in your response as this can put off future potential customers. A response to a bad review should repeat any positives the customer mentions, acknowledge any concerns and thank the guest for the feedback. Kevin reads through some good and bad example responses.

Best Moments

‘Good reviews make you money, bad reviews lose you money.’

‘Meet and greet gives you a more personal service.’

‘Make sure you ask your guests to leave a review.’

‘Make sure you respond to all your reviews good or bad.’

‘Your meet and greet person can check any cleaning or maintenance before the guests arrive.’

‘You’re not going to be able to please everyone, all of the time.’

Valuable Resources

Key Nest: https://keynest.com

ABOUT THE HOST

Your host Kevin Poneskis enjoys public speaking, travelling, exercising and keeping fit. He also enjoys working with a charity called STOLL which provides accommodation and training for homeless veterans.

Kevin was in the British Army serving 24 years, mostly in a Commando unit and retired at the rank of Regimental Sergeant Major. He left the Army in 2011 and became a full-time property investor. During most of my Army career, Kevin was investing in property and has been a property investor now for over 27 years.

CONTACT METHOD

Facebook – Property soldier

Email – [email protected]