@schwabsinsights: Being "guest-first" does not mean saying yes to every demand or over-policing every stay. In fact, several well-intentioned policy habits backfire completely and ruin the guest experience: - Instant Messaging Fatigue: Answering messages within seconds trains guests to expect 24/7 concierge treatment, quickly exhausting operational teams. - Blanket Fee Waivers: Waiving standard fees "to be nice" raises suspicion about hidden compromises elsewhere. - Rule Over-Explanation: Listing house rules repeatedly transforms a warm welcome into a rigid legal briefing. - Over-Checking In: Messaging constantly throughout the stay feels less like attentive care and more like intrusive monitoring. True hospitality is about setting professional boundaries that allow great service to thrive. Bigger isn't the win. Better is. #HospitalityManagement #GuestExperience #PropertyManagement #VacationRentalTips
