What to do when you need to remove a guest from your hotel.

We’ve all been there when a hotel visitor has had too much to drink, or they’re playing loud music or just doesn’t care for hotel policies. These types of guests can cause a lot of problems for the staff and other guests, which is why they need to be handled properly.

Having an obnoxious guest is not only a problem for staff and other guests, if not handled right it can also lead to issued refunds and lost customers. In this blog we’ll share the 4 step process that our security staff are trained.

Unfortunately, sometimes removing a guest may be your only option left and a very difficult one. The 6 most common reasons that our security guards are asked to remove a guest are when they're:

1. repeatedly disrupting other guests.

2. being disrespectful towards hotel staff.

3. endangering staff, other guests or the property

4. damaging hotel property.

5. choosing not to follow hotel policies.

6. not a guest of the hotel.

No matter what the reason is, they need to go.

And since every hotel has different procedures for handling this type of thing, you should always refer to your hotel’s policy first.

That being said, it is also a great idea to have some understanding of these situations as well. Many times, these problems can escalate without notice and you’ll need to react quickly.

Let’s begin with the 4 step removal process.

1. Educate (Warning)

2. Re-Educate (Second/Final Warning)

3. Enforce (Tell them to leave)

4. Post-Removal (Room check)

Step 1: Educating the guest.

Your first step should always be to try and end the problem before it escalates, and the best way to do this is by just speaking with the guest. Whatever the reason is that you need to speak with the guest(s), let them know in a calm and professional manner. Keeping yourself calm throughout this entire situation will help diffuse it quicker.

We’ve all seen that video of an employee getting angry and yelling at a customer. Usually, the employee is in the right for being angry, but it’s all in the way you handle it.

Speaking with the guest.

When you first speak with the guest, make sure to introduce yourself and who you are at the hotel, such as, “Hi, I’m Jason from the front desk” or “Hi, I’m Cheryl with hotel security”. Telling the person your name makes them feel more comfortable and less of a stranger.

Next, you’ll need to let them know the reason for your visit. Remember to always speak in your regular speaking voice and remain friendly. Say things like “the reason I’m here is because we’ve received a noise complaint” or “the reason for my visit is that I noticed some kids from this room are playing hockey in the hallways.

Now is the time to educate the guest on the reason why this cannot be done. This is where knowing your hotel policy and relevant any laws comes in handy. For example: “Our hotel policy is no noise after 11 PM as to not disrupt other guests. It’s now 11:30, please make sure to keep noise to a minimum.

Always end of on a good note by saying, “thank you for your understanding” or “thank you for cooperating”

Here is an example of the entire interaction:

“Hi, my name is Sarah and I’m with the front desk. The reason I’m here is because we received a noise complaint for loud music. Our noise policy is no noise after 11 so that guests aren’t disturbed. Can you please make sure to keep the volume low?

This is where most situations will stop, and everyone can have a good night. However, some guests are a little more uncooperative and may require a second visit.

Step 2: Re-education and consequences of future actions.

If the problem continues and you must attend again, this time you’ll need to be a little stricter with the communication.

First thing to do is reintroduce your self and let them know the reason for this visit. Say something along the lines of “ Hi, It’s Sarah from the front desk again. We’ve received another complaint for loud music and talking. I could hear it from down the hallway as I was approaching. Unfortunately, if we receive another complaint, we’re going to have to ask you to leave. Please keep the volume down.)

Based on the tone and body language of the person, you’ll get a good idea on whether they’re going to comply. Let’s continue.

Now you’ve received your third complaint and you need to get them out.

Step 3: Getting the guest to leave your hotel.

Getting someone to leave anywhere is difficult to do, especially when they’ve paid hundreds of dollars to be there. Since you’ve already given them 2 chances to correct their actions, they’ve proven they cannot follow direction. You may choose to do this on your own or with another employee. If you have additional staff around, we suggest going in a team because these situations can go from 0-100 really quick.

Once’s the guest opens the door, you don’t really need to introduce your self again since they should know who you are by now. You will need to tell them the reason you’re there, even if it’s the same problem.

But now, instead of educating them on the polices, you’ll need to tell them to leave.

Remember kindness is still the best option even, though they’ve caused you and other guests a lot of trouble. If you’re emotional and angry it’s only going to add fuel to the fire.

Say something along the lines of “This is now our 3rd complaint for the noise, and I am going to ask you to leave. “

Make sure to give them some time to pack their things, usually 10-15 minutes is adequate. This serves 2 purposes, it shows the guest that you’re being professional and not just kicking them out, but you’re also allowing them time to gather all their items. Let the guest (s) know that you’ll be back in 15 minutes to check on the room.

At this point, the situation can go one of two ways. Either they will be compliant and listen to your direction, or they will become uncooperative and escalate the situation.

Always make sure your safety is first priority, don’t enter the room for any reason at this time.

After 15 minutes has passed and you haven’t seen them leave, go back to the room and check if they’re almost ready. Sometimes problem guests will pretend to be asleep or just ignore you at the door.

You may require additional help at this point where a call to the police for assistance may be necessary. You’ve already done what you can, by providing opportunities to fix the problem and now the guest is just making a bigger deal then needed. The police will be authorized to do what’s needed to get them out instead of endangering yourself.

Key factors to keep in mind.

Documentation is everything. Always keep notes on every interaction so you can use it for any future problems. For example, if the guest tries to deny the whole thing, you’ll have notes of every complaint you received and how you handled each incident.

Step 4: After the guest is removed.

Now that you’ve got the guest to leave you should go back to the room and complete a room check. Make sure to look for and document any:

  • damages,

  • stolen property,

  • left behind items, and

  • make sure all exterior doors/windows are secure.

There is a lot to remember when going through the removal process. Especially if you have more then one problem guest at a time. So here is a short recap of every step to help make things a little easier.

How to remove someone from your hotel in 4 steps.

Step 1: Educating the guest. (1st Warning)

  • Introduce yourself and your connection to the hotel

  • Tell them about the problem they’re causing.

  • Educate on the hotels policy and why it’s there.

Step 2: Red-Educate the guest. (2nd Warning)

  • Introduce yourself and your connection to the hotel

  • Tell them about the problem they’re causing.

  • Educate on the hotels policy and why it’s there.

  • Inform them on the consequences of continued actions.

Step 3: Removing the guest. (Enforcement)

  • Remind the guest of the previous conversations and warnings.

  • Tell them they need to leave.

  • Give them a time limit to pack and leave.

  • Call for assistance (other staff, police) if they’re unwilling to cooperate.

Step 4: Post removal check (Clean up)

  • Go check the room for any damages or left behind property.

  • Make sure all exterior windows and doors are secure.

  • Complete any unfinished notes about the incident.

As a private security guard company, we've handled many removals from our clients properties. But, by following these steps, we've been able to diffuse and resolve more situations rather than having them escalate.

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