Guest Screening in the Digital Age: Know Your Rental Guest Without Overstepping

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\When the short-term rental industry was in its infancy it was commonplace to ask questions about guests.  Most rental agencies had forms guests had to complete that required information that would identify them - names, ages, addresses, occupations, home insurance details.  Yes, it was that comprehensive.

We even asked about every additional guest, their car registrations, and their ages.  This information gave us the picture on the entire group and was the basis of our decision on whether a property was the right one or not.

Owners expected this, and advertising that we were the best at guest screening was often enough to secure a new client and property.

This all seems way too invasive today, and given the natural fear of sharing personal information, it is a practice that has virtually disappeared. But the need to screen guests and find out a little more about them is just as important today as it was then.  And, relying on the OTAs identity verification is rarely enough.

Let’s explore some ways of screening that fit with the current privacy protection fears. Tom Hanks in Forrest Gump: says “My mom always said life was like a box of chocolates. You never know what you're gonna get.”  This fits so well with the way hosts and managers deal with guests and bookings today.

Without some form of screening, you have no idea who is coming to the property and if they are a good match. 

You’ll need to take some time to do some research!

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Know Your Guest(s): 

Just like every chocolate in the box, each guest is unique.

To ensure you know what kind of 'chocolate' you're getting, inquire about any additional guests and collect their details. This way, if you encounter a surprising 'flavor' (unexpected behavior or damage), you'll be prepared.

You can ask these questions on an OTA platform if you don’t have a direct book site.  And it doesn’t have to be an interrogation. 

"We want to make sure our location and property are right for you - I’d love to know what made you choose us, and what you are looking forward to experiencing while you are here."

This is also a great way of opening a conversation.

Doing this on the phone allows you to get to know the guest better than an on-platform messaging system.  If you are in real doubt about their motives, pick up the phone.

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Do Your Research: 

Doing a quick Google search and checking social media is like checking the flavor guide in a chocolate box. It gives you a hint about what's inside each piece (or guest), helping you decide if it's a flavor (guest) that suits your taste (property).

It’s not that difficult to track down a Facebook or LinkedIn profile.  After we stopped using lengthy forms to collect guest information we were able to find just as much from Facebook. 

We were able to identify a potential guest who claimed to be booking for his family, to be a 17 year old who was posting about the party he was planning on his FB account.

Another good technique is to offer up the opportunity for the guest to share on social media that they have booked with you. You could even incentivze this by offering an added extra if they complete this task. It is an easy way to connect the guests social profile with their booking.

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Ask for ID: 

This is like checking the ingredients on the chocolate box. By verifying the guest's ID, you ensure you're not allergic (exposing yourself to potential risks) to what you're about to let into your home. Check what is allowed on the platform if using OTAs. 

A VRBO enthusiast on Quora gave this suggestion:

‘VRBO provides verification and allows you to see this as well as how long the guest has been a VRBO member and also see reviews they've written on past stays. This can give you a lot of information about guests.’

I’d argue that it’s what guests don’t write in a review that is the most telling. Guests that are unwilling to provide ID may be sending a message that they are protective of their privacy, but also that there is something about them to be wary of.

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Validate Payments: 

Ensuring valid payment is like making sure the chocolates in the box are fresh and not expired. You want to confirm the financial transaction is as expected, avoiding any sour experiences. If you have a direct book site, having a method to accept credit cards is a must.  

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Have a Rental Agreement: 

Think of this as the description on the chocolate box. It sets expectations about what's inside (how guests should behave), and if the chocolates don’t match the description (guests break rules), you have a clear case. You can put your rental agreement on Airbnb as ‘House Rules’ but it is much more preferable to have guests sign an agreement you have in your possession.  

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Check out Guest Reviews:

Reading a guest's reviews is like reading reviews of a box of chocolates before buying it. It gives you an idea of what others experienced and whether the 'flavors' inside are delightful or disappointing. While this may be helpful in the screening process, the whole system of OTA reviews should be viewed with skepticism.  Owners don’t want to risk retaliatory reviews if they post negative comments about guests so are more likely to avoid posting a review altogether.

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Are you in Party City?

Being aware of your area is like knowing the type of chocolate box you’re holding. If it’s a party-themed box (area known for festivals or parties), you’ll be more cautious about who you give it to (accept bookings from).

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Create a Trust Page 

Renting a property can be unpredictable and guests can be stubborn about sharing their information.  Just keep in mind that hotels in many parts of the world will take a passport on check in and hold a credit card number, so collecting guest details is not that unusual.  

Build a page on your site that talks about trust because just as much as you want to trust your guests, you also want them to trust you.  Being authentic about who you are and building a relationship with guests before they arrive helps you earn their trust and conversely they may be more understanding about why you want to know more about them.

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A good goal is a high percentage of returning guests and referrals from past guests.  By taking some of these steps, you’ll be on your way to achieving those goals.

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