How to review and update site rules based on feedback

Bottom line

To keep your guest experience positive and your business protected, you should regularly audit your site rules using direct feedback from customers and observations from your day-to-day operations. Updating your rules isn't just about adding more restrictions; it's about removing ambiguity and ensuring your guests feel both informed and welcomed.

Why review your rules?

Rules that made sense when you first started might become outdated as your business grows or as guest behaviours change. If you find yourself answering the same question five times a week or dealing with the same minor complaints, your rules (or the way they are communicated) are likely the culprit. Periodic reviews help you:

• Reduce operational friction by fixing common misunderstandings.
• Improve guest satisfaction by managing expectations early.
• Protect your property, neighbours, and reputation.

Step-by-step review process

1. Gather your data: Look through recent reviews, emails, and any notes you've made during guest check-outs. Pay close attention to phrases like "I wasn't sure about..." or "It would have been helpful to know...".
2. Identify the pain points: Group feedback into themes. For example, if multiple guests mention confusion over the recycling bins, you might need a clearer rule or a simple diagram in your guest book.
3. Simplify the language: Avoid using overly formal or legal-sounding language. Rewrite rules to be clear and concise. Instead of "Patrons must refrain from smoking," use "We operate a strict no-smoking policy inside the building."
4. Explain the 'why': Guests are much more likely to follow a rule if they understand the reason behind it. Instead of just saying "No shoes upstairs," try "As we have old wooden floors that mark easily, please leave your outdoor shoes in the porch."
5. Check the tone: Ensure your rules don't sound like a school lecture. Aim for a tone that is professional, firm, yet welcoming.

Pro Tip: Don’t just add new rules; see what you can remove. If a rule hasn't been relevant for a year, delete it to keep your information pack concise and readable.

How to roll out the updates

Once you’ve updated your rules, ensure they are updated everywhere. This includes your website, booking platforms, your confirmation emails, and the physical welcome folder in the property. If you have guests who have already booked, you only need to contact them if the change is significant, such as a new policy on pets or a change in check-in times.