Setting Standards to manage Habits

Setting Standards to manage Habits:

I have been on Airbnb since 2007, but at the time I stated my business model was a full service BnB establishment. I took a break and re-evaluated. In January this year we decided to completely become an Airbnb self-catering establishment. It’s been great. I am enjoying hospitality again. I have been following the stories and anecdotes shared by other host.  I am fascinated, entertained but sometimes empathetic and saddened for those that have had bad experiences with guest. So I thought I would share my observations and give insights on how human habits can undermine your standards. What I now know is, while Airbnb encourages you to have "house rules" these are not enough. You need HOUSE RULES WITH STANDARDS. Our guests come to stay with their own habits and standard of how they live their lives at home and the reality is they travel with them too! I have seen my guests live up to my rules, no problem, but have challenges when it comes to my standards because I was not explicit enough. They want to please and I believe it’s up to the host to help them succeed. 

Case in point: My first rule is: No Smoking. No standard was set with this rule. The first time I had a guest who smoked he would go to our beautiful private garden or sit on my front porch bench smoking. He was following the rule. After a few days later there were cigarette butt all over the front yard and my beautiful garden. We had a conversation about it.  The cigarette butts disappeared. After a few weeks later I found them in my compost and sometime in empty water bottles in the kitchen garbage bin! I was horrified. Guess what my rule is now: "No Smoking or Littering, All smoking paraphernalia should be disposed of in the garbage receptacles in the garage." I never had any problems after that and we lived happily ever after for the duration of his stay. My guest truly tried to modify the behaviors associated with his habits; I just needed to help him understand my standards when it comes to smoking within our home environment. After witnessing other habits from other guests, we have since revised our entire House Manual -for now!!!

Another case in point: The rule I set was - Please clean after yourself in all shared spaces - this rule had various behavior consequences. One day I walk into my kitchen and there is a hospitality wash cloth on the sink!!  I asked the couple why it was in the kitchen and the boyfriend said "oh I used it to wash the dishes. I was horrified! I explained that we do not use hospitality towels for dishes in the kitchen....! I had provided a cleaning sponge but it was not enough so I added a scorer, a brush, a kitchen cloth. Then as i was doing laundry I found grey marks on the beige and white hospitality towel and I knew they had used the towels to clean the bathroom chrome as well. I learned that providing the right tools for your guests to comply with your rules and standards is also important as part of maintaining your standards and helping them succeed in staying with you. Now we have a bright YELLOW towels for cleaning bathroom and all other surfaces except the kitchen and bright RED towels for the kitchen only. Out new rule reads as follow: "Housekeeping: All guests receive clean, fresh linens upon their arrival. For guests with an extended stay (week+) we will change your linens once a week in order to conserve water. We have a housekeeper who comes in bi-weekly to maintain out facility. However in the event of unexpected accidents we will clean, vacuum as needed. As out guest you are like family, keep in mind that you are also sharing common living space with other guests and we have a reasonable expectation that you will clean after yourself in shared places i.e. kitchen, bathrooms and living room. We have provided bright YELLOW towels for wiping sinks, floors, bath tubs and any other surfaces in your bedroom. These towels are not to be used for the kitchen. We have provided RED towels only to be used in the kitchen but not on the kitchen floor. Your beige and white hospitality towels are not to be used for any house cleaning at all other than for your personal hygiene needs. Your cooperation is greatly appreciated" 

@2014, DocNdoro - CEO/Proprietor: Mushaindoro Hospitality Services.