5 Guest Questions Your Hotel Staff Should Know How to Answer
They are not guessing because they are bad at their jobs. They were never told why.
You know the wince.
Your team explains something to a guest and you can tell they are reaching. The words come out fine but the confidence is missing. The guest hears it. You hear it.
It is a context problem. They know the policy. They just do not know why it exists.
Here are five questions that come up constantly:
Why is checkout so early?
Guessing sounds like: “That’s just our policy.”
Owning it sounds like: “We need that window to get everything right for the next guest. Rushed turnovers show.”
Why is there a cleaning fee?
Guessing sounds like: “I’m not sure, it’s just listed that way.”
Owning it sounds like: “We break it out so you see exactly what you’re paying for. No surprises.”
Why is the rate different than my friend paid?
Guessing sounds like: “Rates change.”
Owning it sounds like: “Rates shift with demand. Booking earlier or midweek usually gets the best price.”
Why is there a minimum stay?
Guessing sounds like: “That’s just a rule we have.”
Owning it sounds like: “Shorter stays mean more turnovers. The minimum lets us protect the experience for every guest.”
Why do you need a deposit?
Guessing sounds like: “It’s required.”
Owning it sounds like: “It’s how we keep the place nice for everyone.”
The difference is one sentence. The human reason, not the policy language.
Before you roll out any policy, price change, or restriction, tell your team why. One sentence. That is how they start carrying it with you instead of deferring to you.
I made a printable card with all five so your team can answer without guessing.