My list of rules and regulations keeps getting lengthy by the day....haha. It's so difficult to manage people sometimes and keep them happy.

It's a human tendency; human behaviour is so unpredictable.

Hospitality is actually more about managing expectations.

They had complaints about my staff and complaint that the towel was not changed on the second day. I always tell update my customers that the linen and towels will be changed once in 3 days.

There is a problem when a guest assumes something and deems it as the stated rule without even having to go through the rules. It’s frustrating for a owner when clear communication (like your towel policy) is overlooked.

Guests come and go, reviews could fluctuate, and challenges may arise, but your ability to adapt and learn remains constant-- that is what our journey is.

Thank you.