Guest Screening Policies Explained
Hostels are, by nature, an inclusive space. They bring people from all walks of life together and encourage them to share common spaces and co-exist for a few days at a time. That’s the beauty of hostels, and largely what separates them from other types of accommodations, because you never know who you’re going to meet at a hostel, and how that person might also change your life after just one night or several days spent in the same space together.
But there are two sides to the Bohemian, open-armed approach of a hostel. On one hand, they welcome people of all ages, ethnicities, and economic backgrounds. On the other hand, their low-cost and transient nature may attract individuals who are not travelers but rather people who are looking to make their home. While there could be more alternatives and options for unhoused individuals or those who are facing hard economic times, hostels are designed for backpackers and travelers who are merely stopping through. This helps keep the energy fresh and excitement behind every new face alive and vibrant.
So, how do you train your staff to screen new arrivals to ensure this holds?
1. Ask for proof of onward travel
This is perhaps the most important thing to note about any new guest, as it helps maintain the true spirit of the hostel by ensuring that the people coming through plan to leave. It is also the easiest way for a receptionist to turn someone away because they made them feel uncomfortable, or were able to answer all of the other requisite questions during check-in. Proof of onward travel can be as simple as a bus, train, or plane ticket, or confirmation for a future booking at another hotel, hostel, or bed and breakfast.
If someone is traveling by car and camping, it can become a little more difficult for them to prove where their next stop will be, but the best approach is to stay firm and reiterate that the proof of onward travel is a standard hostel policy and something that is enforced to maintain the backpacker spirit of a hostel.
2. Ask where they live
Often, people will give an honest answer about where they live without thinking twice. Most hostels maintain a policy that only allows guests outside of a certain radius to stay, since it helps to prevent locals or individuals in the area from booking a room or bed at a hostel and making it their home. While it may seem strict or unnecessary, the rule is important and helps ensure that the hostel accommodates travelers and not individuals looking for long-term housing. Some hostels have different approaches or policies when it comes to this, and give leeway to students or short-term contract workers, but largely, the rule is pretty standard amongst hostels and is usually easy for someone to understand.
3. Ask for a matching credit card and a valid ID
If someone has an expired ID or is using a credit card that is in someone else’s name, it is typically a red flag. If someone needs to have their mother, spouse, or friend pay for them, it tends to foreshadow some financial issue that the individual is having and can help staff get ahead of dealing with an uncomfortable situation later. As for the valid ID, this is perhaps the most important rule of them all when it comes to screening guests. There might be someone who comes in with discharge papers from a hospital or some receipt with their name on it, but this can also be a big red flag. If someone does not have a valid ID with their photo, they might have personal issues going on in their life, and that can create problems for the staff down the road.
4. Make sure they are not heavily intoxicated or under the influence
It happens from time to time, where someone shows up at the hostel to check in and is a little buzzed. It can be a fine line to walk, because people might be coming off a long day of travel on a train or airplane and might have had a beer or two before walking up to reception. But there’s a big difference between having one or two beers and being heavily intoxicated. While it can be difficult to tell just how intoxicated someone might be, there are typically signs that a person can give that create red flags. For instance, if the person is stumbling, slurring their words, or unable to focus while having a conversation, it can indicate that they are heavily intoxicated and probably should not be allowed to check in. For staff, turning someone down who is under the influence can be as simple as, “I’m sorry, I’m not comfortable checking you in. I can speak with my manager about giving you a refund for your stay, but I cannot check you in.”
Those conversations are never easy, but they are necessary to protect the well-being of everyone in the hostel and to ensure that all travelers who are staying feel safe and comfortable with the people they are sharing a room or area with. At the end of the day, it’s up to the management and staff to keep everyone at the hostel happy and safe, so having the right screening policies can go a long way in ensuring that the vibes are good and that travelers have the best possible experience while staying at your hostel.
