We messed up big time this weekend. We got fired by a longtime host because we refused to stick to our own policies.
We have a policy that we require at least a full day gap after a guest has been at the property for more than 30 days. This allows us to do a deep clean and make sure that the property is 100% guest ready.
We broke our own rule and went along with a host who accepted a same-day turn after their guests were checking out after two months.
When our cleaners arrived, the place was a disaster. Literal cat and dog waste soaked into the carpet and on the furniture. Our team worked really really hard, but it was so bad that we weren’t able to complete it. Our team left around 6 PM and we told the host that we do not recommend he allow guests to check in until there is a professional carpet cleaner and furniture cleaner.
He let the guest check in anyway. The guests were extremely disappointed (as we had warned him) but guess who he blamed? Yep, us.
He was so upset that he decided to fire us.
Here’s the lesson, you can’t count on your customers to be rational. You have to set policies and stick to them. This was our fault because we should’ve never accepted that clean and we should have pushed back and told him that the guests should not be allowed to check in at this time.
We have strict standards and protocols for everything and unfortunately, we broke it this time and that cost us a long-term host. Of course, he could have been a little more understanding and recognizing that he put us in a tough position, but unfortunately, this is my business and we should have known better than to go against our policies.
Who has a story like this? Who is guilty of ignoring their own policies and then paying for it?
Until next time!
Logan
