You're Tired Because You're the Only One Who Gets It
A simple way to stop being the only one who can explain your policies
You Know This Feeling
Your team explains something to a guest: a rate, a policy, a checkout time, and you wince. They’re guessing.
And later, you’ll smooth it over. Again.
I’ve been there. It’s exhausting.
But here’s what I learned: this isn’t a training problem. It’s a one-sentence problem.
The Fix
Your team can’t explain what they were never let in on.
So before the next change, a guest might notice: a rate shift, a new policy, a different checkout time. Tell your team why. One sentence. The human reason, not the spreadsheet logic.
“We’re moving checkout earlier so we have time to get the place fully ready.”
That’s it. Now they can explain it like they were part of the decision because they were.
One sentence, and they stop guessing. One sentence, and you stop being the only one who sounds like they belong there.
What This Sounds Like
Here are five questions guests ask constantly, and the difference between guessing and sounding like you own the place.
Copy the right column. Send it to your team. Or save it for yourself.
“Why is checkout so early?”
Guessing: ”That’s just our policy.”
Owning it: “We need that window to get everything right for the next guest. Rushed turnovers show.”
“Why is there a cleaning fee?”
Guessing: ”I’m not sure, it’s just listed that way.”
Owning it: “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: ”Rates change, I guess?”
Owning it: “Rates shift with demand. Booking earlier or midweek usually gets the best price.”
“Why is there a minimum stay?”
Guessing: ”That’s just a rule we have.”
Owning it: “Shorter stays mean more turnovers. The minimum lets us keep quality where we want it.”
“Why do you need a deposit?”
Guessing: ”It’s required.”
Owning it: “It’s how we keep the place nice for everyone. Most guests never think about it again.”
Want this on one page? Download the cheat sheet. Print it, share it with your team, or save it for the tired days.
If You’re a Team of One
This still works.
Pick one question you answer differently every time depending on how fried you are. Write down your best version—the one that sounds like you on a good day. Save it where you’ll find it.
Now you’ve got your own back.
This Week
Before your next change, give your team the why. One sentence.
That’s how they start carrying it with you. That’s how you stop being the only one who gets it.
I wrote this because I remember how heavy it felt to be the only one who could explain things without flinching. You don’t have to hold it all by yourself.
If this hit close to home, you can just reply “yes.” I read every one.
Cheers, Kay