Problem: Properties operate reactively—waiting for guests to complain about broken curtains, running toilets, non-functioning TVs, or wall damage. By the time staff discover issues, a guest has already experienced frustration. Small damages accumulate unnoticed, creating an overall impression of poor maintenance even when major systems work fine.
Impact: Guests encounter preventable problems during their stay, generating complaints and negative reviews. Emergency repairs happen at inconvenient times (middle of the night), costing more and disrupting guest experience. Minor wall scuffs, furniture scratches, and worn fixtures compound into a perception that "this place isn't well-maintained"—even if your property is relatively new.
Solution:
- Implement scheduled preventive inspections (bi-weekly or monthly) checking curtain operation, toilet mechanisms, lighting, TV functionality, and all room technology
- Empower housekeeping to flag minor damages during daily cleaning—scratches, scuffs, loose fixtures
- Repair cosmetic and functional issues between guest stays, not after complaints
- Create a predictable, plannable maintenance workflow instead of reactive crisis management
Result: Guests encounter rooms in perfect working order. No curtains that won't close, no toilets running all night, no fumbling with broken TV remotes. Your maintenance costs decrease (planned repairs cost less than emergency fixes), staff stress reduces, complaints drop, and guests perceive your property as impeccably maintained. You've eliminated friction points before guests even notice them—the invisible excellence that creates brand ambassadors.