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Do you text guests on arrival (long-distance owners)
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Running Chrissy



Joined: 07 Oct 2016
Posts: 70
Location: Cornwall

PostPosted: Mon Sep 16, 2019 4:32 pm    Post subject: Do you text guests on arrival (long-distance owners) Reply with quote

Hi
Just started renting our place out this August after two years of renovations. We live 250 miles away so we are with an agency who handles the whole booking and have a house keeper in the village for cleaning and any emergencies.

My question is whether you recommend contacting the guests ourselves by text on arrival day. We havenít done so far (apart from the first guest) as when we go on holiday we like to be left in peace. The last thing I want to do is hassle our guests as they arrive.

However, I know that people have different expectations so Iím just wondering what other long distance owners do.

I think itís a bit different being with an agency as all the contact the guest has had so far will have been with them - and indeed, the agency would be the first port of call if there are any issues. So Iím trying to weigh up the pros and cons of being in direct contact.

Thanks as always
Chrissy
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Moliere



Joined: 08 Mar 2007
Posts: 4716
Location: Magalas, Languedoc

PostPosted: Mon Sep 16, 2019 6:23 pm    Post subject: Reply with quote

I just left them to it, although they were free to contact me if they wanted. A couple did - one bad, one good. But generally our house manager would drop by after a day or so to check all was well.

Mols
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Cymraes



Joined: 07 Jul 2015
Posts: 428
Location: North Wales

PostPosted: Mon Sep 16, 2019 7:41 pm    Post subject: Reply with quote

I don't but they have had plenty of contact with me before arrival and they get my mobile number when I text them the access codes.
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CSE



Joined: 06 Nov 2006
Posts: 4133
Location: Galicia

PostPosted: Tue Sep 17, 2019 6:27 am    Post subject: Reply with quote

If you have personal details like phone numbers, address emails etc. Then you are liable to comply with GDPR. Less information you gather the less you have to comply. Are your guest happy with their data being passed on from the agency to you? Have they been asked?
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zebedee



Joined: 12 Sep 2014
Posts: 1038
Location: yorkshire dales

PostPosted: Tue Sep 17, 2019 7:16 am    Post subject: Reply with quote

Yes, I send a text asking if all is well after arrival. There is no agent invoked in my case, they have given me a number when I speak to them when they book specifically so that I can contact them.
I think it is a helpful thing to do, and something I started after joining the forum as so many other owners were doing this.

You get immediate feedback and chance to intervene early if they are struggling with anything (such as control of the central heating).
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Fleur



Joined: 25 Jan 2011
Posts: 432
Location: S.W. France

PostPosted: Tue Sep 17, 2019 12:10 pm    Post subject: Reply with quote

Our local help receives the guests on arrival.

I usually send text or email the day after they arrive, just to check they have settled in and found all they need. Sometimes they reply sometimes they dont.
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Running Chrissy



Joined: 07 Oct 2016
Posts: 70
Location: Cornwall

PostPosted: Mon Sep 23, 2019 7:52 pm    Post subject: Reply with quote

Thanks for all the replies. I had been going to keep to our practice of not contacting, but since the dog pee incident (posted on Managing Your Property) Iíve been wonder if a welcome text will help the guests to see us as real people, not faceless owners.
Will give it a try on the next few and see what comes up.

CSE I had thought about GPDR but we get to the phone number via the online ďowner portalĒ so as long as I donít copy across to my files I think it should be ok (?!).
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CSE



Joined: 06 Nov 2006
Posts: 4133
Location: Galicia

PostPosted: Tue Sep 24, 2019 6:23 am    Post subject: Reply with quote

I ask again, have the guests agreed that their phone number can be used by others other than the persons/company charge of the website? There is something in the law about transferring information around.
IANAL but if you store the guests details on any device you have to apply GDPR.
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GillianF



Joined: 20 Aug 2012
Posts: 802
Location: Dordogne

PostPosted: Tue Sep 24, 2019 7:22 am    Post subject: Reply with quote

I won't get involved in the toothy matter of GDPR but I would agree that making personal contact with a guest creates an image of where they are staying being someone's home, personal space etc. and not just a faceless money making enterprise.

In our experience, guests who understand we care take a bit more care themselves.
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Fleur



Joined: 25 Jan 2011
Posts: 432
Location: S.W. France

PostPosted: Tue Sep 24, 2019 9:01 am    Post subject: Reply with quote

Gillian F
I am in total agreement.
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Fleur
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zebedee



Joined: 12 Sep 2014
Posts: 1038
Location: yorkshire dales

PostPosted: Tue Sep 24, 2019 9:06 am    Post subject: Reply with quote

CSE wrote:
If you have personal details like phone numbers, address emails etc. Then you are liable to comply with GDPR. Less information you gather the less you have to comply. Are your guest happy with their data being passed on from the agency to you? Have they been asked?


Surely it is the responsibility of the agency (data controller) to confirm with guests that they are happy to have their details shared with the owner??

Otherwise, why would the owner be given the phone number at all??? It would be the agency who has shared personal data inappropriately if the relevant agreements are not in place, not the person receiving the information.
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CSE



Joined: 06 Nov 2006
Posts: 4133
Location: Galicia

PostPosted: Tue Sep 24, 2019 10:37 am    Post subject: Reply with quote

Zebedee that is why I asked the question.
Quote:
I ask again, have the guests agreed that their phone number can be used by others other than the persons/company charge of the website?

That is the second time and no conformation.
Have to note that it is sad that some websites or companies(or even owners) do not take privacy laws seriously.
Maybe the EU made a mistake in making this law.
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zebedee



Joined: 12 Sep 2014
Posts: 1038
Location: yorkshire dales

PostPosted: Tue Sep 24, 2019 11:47 am    Post subject: Reply with quote

CSE wrote:
Zebedee that is why I asked the question.
Quote:
I ask again, have the guests agreed that their phone number can be used by others other than the persons/company charge of the website?

That is the second time and no conformation.
Have to note that it is sad that some websites or companies(or even owners) do not take privacy laws seriously.
Maybe the EU made a mistake in making this law.


Hello CSE, whilst I admire your passion and commitment to the privacy laws, I very gently need to point that we cannot be held accountable for the legal responsibilities of others. We need to allow people be responsible for their own legal requirements and actions.

If there are problems with compliance wit the GDPR by an agent, then sooner or later it will come to the attention of those who have the power to act.

If owners have inadvertently been given information, then no action will be taken against the owners, but the matter would be addressed with the organisation that did not process the data appropriately.
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Martha



Joined: 16 Apr 2006
Posts: 2241
Location: Chamonix

PostPosted: Tue Sep 24, 2019 2:54 pm    Post subject: Reply with quote

I would imagine that the transfer of contacts to an owner could be argued to fall under 'legitimate interest' anyway, under GDPR.

Anyway, I agree completely that the more personal touch is a good idea and no-one has ever complained, rather the reverse.

I send a text before arrival and if I'm not going to be around when they arrive for a day or so, I send another one saying 'Welcome to the chalet, hope you are enjoying yourselves, please don't hesitate to text me if you need anything and have a good week!"
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AngloDutch



Joined: 11 Jul 2014
Posts: 714
Location: Netherlands

PostPosted: Tue Sep 24, 2019 5:18 pm    Post subject: Reply with quote

Ah, GDPR, where in order to respect our guests' privacy, it is no longer allowed to have their contact details....

Now when we receive the booking details a few weeks before the guests turn up, we just get the lead guests' phone number. The email address is no longer released and the agency won't hand it over due to privacy.

This means that we have to call each guest to ask their email address, so that we can then send them the arrival details and a lot of extra info on attractions, facilities in our village plus ask them when they expect to arrive, if they need a cot for their baby, etc, etc.

At least I no longer have to thank them for their booking via email, as I now say that over the phone Laughing
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