Challenges hosts face in accommodation operations · EP. 12
Host operationsOdor and pest complaints: check the situation before dismissing it
Introduction
An odor cannot be shown in a photo, and a pest report can arrive unexpectedly. Learn what to ask and record when your first instinct is to disagree.
- An odor or pest report can unsettle a host; start without dismissing it.
- Acknowledging discomfort and deciding its cause are separate responses.
- Ask where, when and whether it continues to narrow the inspection.
- Check the current condition even if you have pre-arrival photos.
- Record where and when you checked and what remains unknown, rather than just “No problem.”
Learn more
Discomfort a photo cannot show is harder to assess
“There is a smell in the room.” Your heart sinks. It seemed fine during cleaning, so you wonder where it comes from and what to say. A photo cannot convey an odor, and one pest photo cannot explain the entire timing and location. You cannot dismiss the guest’s discomfort either. Your first reply should establish where and how to check rather than reach a conclusion.
Separate acknowledgement from deciding the cause
“I have received your report of discomfort” acknowledges it. “It is caused by…” decides the cause. You can respond promptly without asserting an unverified cause or health effect.
I will check the area you mentioned. Knowing where you notice the smell and when you first noticed it will help me inspect it sooner. I will update you today on what I find and what action is possible.
Ask where, when and whether it continues
For a photo, ask which part of which room it shows. A wider photo can locate a close-up. For odor, whether it appears when opening the door or after using water can be a clue. Request what the inspection needs one item at a time rather than sending a series of questions that sounds like assigning blame.
One photo has a limited scope
A pre-arrival photo without a visible problem does not prove that every condition was normal. A guest’s photo alone cannot establish responsibility for a particular reservation either. Check the current situation on site first. If you cannot detect the odor during the visit, record “Not detected during visit”; that differs from concluding there was no discomfort. Seek a specialist or relevant authority’s assessment if health or safety is a concern.
Keep a three-line record
| Line | Example |
|---|---|
| Confirmed | October 4, 16:00: odor confirmed around bathroom drain |
| Action under way | Drain cleaned; pest-control visit scheduled for tomorrow morning |
| Unknown | Whether the cause is plumbing or the sewer remains unconfirmed |
Append new findings after another report instead of overwriting the first note. Repeated locations and times can guide the next inspection. If several people are communicating, decide who will give the next update.
How to use stayV Host
The paid Plus plan in stayV Host lets you record inspected locations, photos and notes in condition records, and keep follow-up checks in task management. Put general guidance the guest needs, such as ventilation instructions, in a separate FAQ.
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