How To Utilize Inside Jokes To Form Relationships (And Repeat/Referral Bookings)

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An inside joke is humor that requires information only available to a group.

It can be as small as a joke between you and your guest.

And when pulled off, it forms a connection that deepens the relationship: making you more than just another place to stay, but a true insider friend.

StacyW StacyW recently shared with me this text message interchange between her team member Lacey and a Guest:

Lacey: Good Morning! We wanted to reach out and ensure you received the iron yesterday?​
Guest: Yes...and she said it worked fabulously. My wife says we need laundry pods....3 soft soap dispensers....3 bath soaps.....1 dish soap....and a partridge in a pear tree....I may have got that last one wrong ...but I think the first 4 are correct.​
Lacey: Thank you, that made my morning! I will get a ticket created and have some brought out as soon as the next person is available :)
Guest: Thanks for the supplies....only need the liquid soap that we use to hand wash dishes instead of pods for dish washer....two of those would be great as she goes through lots of that....thanks...you are the best....so two liquid dish soap and no turtle doves would be great....thanks for your great service....​
Lacey: Good Morning :) We can go ahead and get a ticket created for ya and have these brought out to you today!​
Guest: This is a full service outfit...dish soap was flown in by not one but two turtle doves escorted by a partridge fresh out of a pear tree....that was classic...my wife loved it and just laughed....well played....that is going to be very hard to top....will have to work on that one....you da best....thanks for the joyful laughter you gave us with your special delivery team of fouls.....​
ACTION

In any guest interactions (from inquiry to the stay to departure) LOOK 👀 for the inside jokes: small bits of information that are funny, interesting, or weird, and use them to build bonds with guests like you are friends on a road trip. Encourage team members who interact with guests to be on the look-out too. Add the inside joke notes to your guest CRM for future reference (you can only remember so many).

QUESTION

Have you ever used an inside joke to your advantage?

Please share your anecdote and HOW IT PAID OFF below.

The more we can demonstrate the "ROI" of inside jokes, the more members will seek them out and heck, the world will be a slightly funnier/lighter place!
 
It was amazing how easy it was to make this guest sing Cascara from the top of their lungs after our interactions and it goes on from the post above they really went with it in all of their responses after that. This is an amazingly sweet family too that has stayed with us many times before but found a renewed appreciation for us, especially when we had missed getting things set up before their arrival. My hubby and I have a ton of inside jokes, mostly coming from TV shows or movies, my mom even commented one time that we make each other laugh all the time. So whether in work relationships or personal humor and jokes can go a long way!
 
A real life accommodation industry classic:
The following letters are taken from an actual incident between a London hotel and one of its guests. The Hotel ended up submitting the letters to the London Sunday Times.
>>-----------------------------------------------------------------------
>>Dear Maid,
>>Please do not leave any more of those little bars of soap in my bathroom
>>since I have brought my own bath-sized Dial. Please remove the six
>>unopened little bars from the shelf under the medicine chest and another
>>three in the shower soap dish. They are in my way. Thank you,
>>S. Berman
>>-----------------------------------------------------------------------
>>Dear Room 635,
>>I am not your regular maid. She will be back tomorrow, Thursday, from
>>her day off. I took the 3 hotel soaps out of the shower soap dish as you
>>requested. The 6 bars on your shelf I took out of your way and put on
>>top of your Kleenex dispenser in case you should change your mind. This
>>leaves only the 3 bars I left today which my instructions from the
>>management is to leave 3 soaps daily. I hope this is satisfactory.
>>Kathy, Relief Maid
>>-----------------------------------------------------------------------
>>Dear Maid - I hope you are my regular maid.
>>Apparently Kathy did not tell you about my note to her concerning the
>>little bars of soap. When I got back to my room this evening I found
>>you had added 3 little Camays to the shelf under my medicine cabinet.
>>I am going to be here in the hotel for two weeks and have brought my
>>own bath-size Dial, so I won't need those 6 little Camays which are on
>>the shelf. They are in my way when shaving, brushing teeth, etc.
>>Please remove them.
>>S. Berman
>>-----------------------------------------------------------------------
>>Dear Mr. Berman,
>>My day off was last Wed. so the relief maid left 3 hotel soaps which we
>>are instructed by the management. I took the 6 soaps which were in your
>>way on the shelf and put them in the soap dish where your Dial was.
>>I put the Dial in the medicine cabinet for your convenience. I didn't
>>remove the 3 complimentary soaps which are always placed inside the
>>medicine cabinet for all new check-ins and which you did not object to
>>when you checked in last Monday. Please let me know if I can of further
>>assistance. Your regular maid,
>>Dotty
>>-----------------------------------------------------------------------
>>Dear Mr. Berman,
>>The assistant manager, Mr. Kensedder, informed me this morning that you
>>called him last evening and said you were unhappy with your maid service.
>>I have assigned a new girl to your room. I hope you will accept my
>>apologies for any past inconvenience. If you have any future complaints
>>please contact me so I can give it my personal attention. Call extension
>>1108 between 8AM and 5PM. Thank you.
>>Elaine Carmen
>>Housekeeper
>>-----------------------------------------------------------------------
>>Dear Miss Carmen,
>>It is impossible to contact you by phone since I leave the hotel for
>>business at 7:45 AM and don't get back before 5:30 or 6PM. That's the
>>reason I called Mr. Kensedder last night. You were already off duty.
>>I only asked Mr. Kensedder if he could do anything about those little
>>bars of soap. The new maid you assigned me must have thought I was a
>>new check-in today, since she left another 3 bars of hotel soap in my
>>medicine cabinet along with her regular delivery of 3 bars on the
>>bathroom shelf. In just 5 days here I have accumulated 24 little bars
>>of soap. Why are you doing this to me?
>>S. Berman
>>-----------------------------------------------------------------------
>>Dear Mr. Berman,
>>Your maid, Kathy, has been instructed to stop delivering soap to your
>>room and remove the extra soaps. If I can be of further assistance,
>>please call extension 1108 between 8AM and 5PM. Thank you,
>>Elaine Carmen,
>>Housekeeper
>>-----------------------------------------------------------------------
>>Dear Mr. Kensedder,
>>My bath-size Dial is missing. Every bar of soap was taken from my room
>>including my own bath-size Dial. I came in late last night and had to
>>call the bellhop to bring me 4 little Cashmere Bouquets.
>>S. Berman
>>-----------------------------------------------------------------------
>>Dear Mr. Berman,
>>I have informed our housekeeper, Elaine Carmen, of your soap problem. I
>>cannot understand why there was no soap in your room since our maids are
>>instructed to leave 3 bars of soap each time they service a room. The
>>situation will be rectified immediately. Please accept my apologies for
>>the inconvenience.
>>Martin L. Kensedder
>>Assistant Manager
>>-----------------------------------------------------------------------
>>Dear Mrs. Carmen,
>>Who the hell left 54 little bars of Camay in my room? I came in last
>>night and found 54 little bars of soap. I don't want 54 little bars of
>>Camay. I want my one damn bar of bath-size Dial. Do you realize I have
>>54 bars of soap in here. All I want is my bath size Dial. Please give
>>me back my bath-size Dial.
>>S. Berman
>>-----------------------------------------------------------------------
>>Dear Mr. Berman,
>>You complained of too much soap in your room so I had them moved. Then
>>you complained to Mr. Kensedder that all your soap was missing so I
>>personally returned them. The 24 Camays which had been taken and the 3
>>Camays you are supposed to receive daily. I don't know anything about
>>the 4 Cashmere Bouquets. Obviously your maid, Kathy, did not know I had
>>returned your soaps so she also brought 24 Camays plus the 3 daily Camays.
>>I don't know where you got the idea this hotel issues bath-size Dial.
>>I was able to locate some bath-size Ivory which I left in your room.
>>Elaine Carmen
>>Housekeeper
>>----------------------------------------------------------------------
>>Dear Mrs. Carmen,
>>Just a short note to bring you up-to-date on my latest soap inventory.
>>As of today I possess:
>>* On the shelf under medicine cabinet, 18 Camay in 4 stacks of 4 and 1 stack of 2.
>>* On the Kleenex dispenser - 11 Camay in 2 stacks of 4 and 1 stack of 3.
>>* On the bedroom dresser - 1 stack of 3 Cashmere Bouquet, 1 stack of 4
>>hotel-size Ivory, and 8 Camay in 2 stacks of 4.
>>* Inside the medicine cabinet, 14 Camay in 3 stacks of 4 and 1 stack of 2.
>>* In the shower soap dish, 6 Camay, very moist.
>>* On the northeast corner of tub, 1 Cashmere Bouquet, slightly used.
>>* On the northwest corner of tub, 6 Camays in 2 stacks of 3.
>>Please ask Kathy when she services my room to make sure the stacks are
>>neatly piled and dusted. Also, please advise her that stacks of more
>>than 4 have a tendency to tip. May I suggest that my bedroom window sill
>>is not in use and will make an excellent spot for future soap deliveries.
>>One more item, I have purchased another bar of bath-sized Dial which I am
>>keeping in the hotel vault in order to avoid further misunderstandings.
>>S. Berman
 
My tag line is "Experience nature at your doorstep..."
A guest shared this photo with us while staying at our house

They were apologetic that they were not able to shoo him away fast enough before he left them with his personal housewarming gift of nature💩.⁠
 

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A real life accommodation industry classic:
The following letters are taken from an actual incident between a London hotel and one of its guests. The Hotel ended up submitting the letters to the London Sunday Times.
>>-----------------------------------------------------------------------
>>Dear Maid,
>>Please do not leave any more of those little bars of soap in my bathroom
>>since I have brought my own bath-sized Dial. Please remove the six
>>unopened little bars from the shelf under the medicine chest and another
>>three in the shower soap dish. They are in my way. Thank you,
>>S. Berman
>>-----------------------------------------------------------------------
>>Dear Room 635,
>>I am not your regular maid. She will be back tomorrow, Thursday, from
>>her day off. I took the 3 hotel soaps out of the shower soap dish as you
>>requested. The 6 bars on your shelf I took out of your way and put on
>>top of your Kleenex dispenser in case you should change your mind. This
>>leaves only the 3 bars I left today which my instructions from the
>>management is to leave 3 soaps daily. I hope this is satisfactory.
>>Kathy, Relief Maid
>>-----------------------------------------------------------------------
>>Dear Maid - I hope you are my regular maid.
>>Apparently Kathy did not tell you about my note to her concerning the
>>little bars of soap. When I got back to my room this evening I found
>>you had added 3 little Camays to the shelf under my medicine cabinet.
>>I am going to be here in the hotel for two weeks and have brought my
>>own bath-size Dial, so I won't need those 6 little Camays which are on
>>the shelf. They are in my way when shaving, brushing teeth, etc.
>>Please remove them.
>>S. Berman
>>-----------------------------------------------------------------------
>>Dear Mr. Berman,
>>My day off was last Wed. so the relief maid left 3 hotel soaps which we
>>are instructed by the management. I took the 6 soaps which were in your
>>way on the shelf and put them in the soap dish where your Dial was.
>>I put the Dial in the medicine cabinet for your convenience. I didn't
>>remove the 3 complimentary soaps which are always placed inside the
>>medicine cabinet for all new check-ins and which you did not object to
>>when you checked in last Monday. Please let me know if I can of further
>>assistance. Your regular maid,
>>Dotty
>>-----------------------------------------------------------------------
>>Dear Mr. Berman,
>>The assistant manager, Mr. Kensedder, informed me this morning that you
>>called him last evening and said you were unhappy with your maid service.
>>I have assigned a new girl to your room. I hope you will accept my
>>apologies for any past inconvenience. If you have any future complaints
>>please contact me so I can give it my personal attention. Call extension
>>1108 between 8AM and 5PM. Thank you.
>>Elaine Carmen
>>Housekeeper
>>-----------------------------------------------------------------------
>>Dear Miss Carmen,
>>It is impossible to contact you by phone since I leave the hotel for
>>business at 7:45 AM and don't get back before 5:30 or 6PM. That's the
>>reason I called Mr. Kensedder last night. You were already off duty.
>>I only asked Mr. Kensedder if he could do anything about those little
>>bars of soap. The new maid you assigned me must have thought I was a
>>new check-in today, since she left another 3 bars of hotel soap in my
>>medicine cabinet along with her regular delivery of 3 bars on the
>>bathroom shelf. In just 5 days here I have accumulated 24 little bars
>>of soap. Why are you doing this to me?
>>S. Berman
>>-----------------------------------------------------------------------
>>Dear Mr. Berman,
>>Your maid, Kathy, has been instructed to stop delivering soap to your
>>room and remove the extra soaps. If I can be of further assistance,
>>please call extension 1108 between 8AM and 5PM. Thank you,
>>Elaine Carmen,
>>Housekeeper
>>-----------------------------------------------------------------------
>>Dear Mr. Kensedder,
>>My bath-size Dial is missing. Every bar of soap was taken from my room
>>including my own bath-size Dial. I came in late last night and had to
>>call the bellhop to bring me 4 little Cashmere Bouquets.
>>S. Berman
>>-----------------------------------------------------------------------
>>Dear Mr. Berman,
>>I have informed our housekeeper, Elaine Carmen, of your soap problem. I
>>cannot understand why there was no soap in your room since our maids are
>>instructed to leave 3 bars of soap each time they service a room. The
>>situation will be rectified immediately. Please accept my apologies for
>>the inconvenience.
>>Martin L. Kensedder
>>Assistant Manager
>>-----------------------------------------------------------------------
>>Dear Mrs. Carmen,
>>Who the hell left 54 little bars of Camay in my room? I came in last
>>night and found 54 little bars of soap. I don't want 54 little bars of
>>Camay. I want my one damn bar of bath-size Dial. Do you realize I have
>>54 bars of soap in here. All I want is my bath size Dial. Please give
>>me back my bath-size Dial.
>>S. Berman
>>-----------------------------------------------------------------------
>>Dear Mr. Berman,
>>You complained of too much soap in your room so I had them moved. Then
>>you complained to Mr. Kensedder that all your soap was missing so I
>>personally returned them. The 24 Camays which had been taken and the 3
>>Camays you are supposed to receive daily. I don't know anything about
>>the 4 Cashmere Bouquets. Obviously your maid, Kathy, did not know I had
>>returned your soaps so she also brought 24 Camays plus the 3 daily Camays.
>>I don't know where you got the idea this hotel issues bath-size Dial.
>>I was able to locate some bath-size Ivory which I left in your room.
>>Elaine Carmen
>>Housekeeper
>>----------------------------------------------------------------------
>>Dear Mrs. Carmen,
>>Just a short note to bring you up-to-date on my latest soap inventory.
>>As of today I possess:
>>* On the shelf under medicine cabinet, 18 Camay in 4 stacks of 4 and 1 stack of 2.
>>* On the Kleenex dispenser - 11 Camay in 2 stacks of 4 and 1 stack of 3.
>>* On the bedroom dresser - 1 stack of 3 Cashmere Bouquet, 1 stack of 4
>>hotel-size Ivory, and 8 Camay in 2 stacks of 4.
>>* Inside the medicine cabinet, 14 Camay in 3 stacks of 4 and 1 stack of 2.
>>* In the shower soap dish, 6 Camay, very moist.
>>* On the northeast corner of tub, 1 Cashmere Bouquet, slightly used.
>>* On the northwest corner of tub, 6 Camays in 2 stacks of 3.
>>Please ask Kathy when she services my room to make sure the stacks are
>>neatly piled and dusted. Also, please advise her that stacks of more
>>than 4 have a tendency to tip. May I suggest that my bedroom window sill
>>is not in use and will make an excellent spot for future soap deliveries.
>>One more item, I have purchased another bar of bath-sized Dial which I am
>>keeping in the hotel vault in order to avoid further misunderstandings.
>>S. Berman
This explains our industry so well, lol. This is hilarious and so so so so true!!
 
My tag line is "Experience nature at your doorstep..."
A guest shared this photo with us while staying at our house

They were apologetic that they were not able to shoo him away fast enough before he left them with his personal housewarming gift of nature💩.⁠

This explains our industry so well, lol. This is hilarious and so so so so true!!
My tag line is "Experience nature at your doorstep..."
A guest shared this photo with us while staying at our house

They were apologetic that they were not able to shoo him away fast enough before he left them with his personal housewarming gift of nature💩.⁠
Ha! We just got a bad review because there was mouse or some small animal poop on the deck, yes I don't control where nature goes to the bathroom.
 
Ha! We just got a bad review because there was mouse or some small animal poop on the deck, yes I don't control where nature goes to the bathroom.
I specifically state that in my Renter's Agreement and have posted in my house - where people pay a pretty price to live for a weekend in the midst of nature and "lightly on the land" a sign that alerts them that yes our house is clean and has regular pest control services, despite the ants continually seeking water- and don't forget to close the door to keep the raccoons outside! I also include chapters about pests and wild animals in my TouchStay guidebook.

Most recently - we've been getting more and more mountain lion sightings!
 

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Ha! We just got a bad review because there was mouse or some small animal poop on the deck, yes I don't control where nature goes to the bathroom.

Can totally relate to this! I got an urgent, panicked message from a guest because whey they arrived at our villa, they found mouse poop under the table!

I couldn't believe it and was very upset as well. The villa had just been cleaned a few hours ago in preparation for their arrival. Assuming the cleaners hadn't missed it, we must have a mouse inside the house! Panic time! Call the property manager! Call the cleaners! Call the exterminator! Somebody's going to lose their job over this!

Eventually the guest sent me a photo of the offending excrement.

It was there!

Under the table like she said!

Our very nice fancy dining table!

On the lanai... Outside!

It wasn't from a mouse, it was from an anole, an incredibly common, fast little lizard in central Florida. We like them because they keep insects down and do just about nothing else (except make little anoles). But they are quite small and can go just about any place they want. Can you imagine how tiny their poop is? And outside on the pool deck? Horrors!

I swear... you can't make this stuff up!
 
Can totally relate to this! I got an urgent, panicked message from a guest because whey they arrived at our villa, they found mouse poop under the table!

I couldn't believe it and was very upset as well. The villa had just been cleaned a few hours ago in preparation for their arrival. Assuming the cleaners hadn't missed it, we must have a mouse inside the house! Panic time! Call the property manager! Call the cleaners! Call the exterminator! Somebody's going to lose their job over this!

Eventually the guest sent me a photo of the offending excrement.

It was there!

Under the table like she said!

Our very nice fancy dining table!

On the lanai... Outside!

It wasn't from a mouse, it was from an anole, an incredibly common, fast little lizard in central Florida. We like them because they keep insects down and do just about nothing else (except make little anoles). But they are quite small and can go just about any place they want. Can you imagine how tiny their poop is? And outside on the pool deck? Horrors!

I swear... you can't make this stuff up!
HAHA Right!!! People are so bizarre, I don't know who travels like this, but I have been in the industry all my life to I travel much differently. This week is our busiest week of the year and we have check in between 4-6 and a guest checked in at 4:15 and we told her, the house wasn't ready yet and she wanted a free night??? First of all it has been 15 minutes over normal check in time and everything you have received says 4-6 so slow your roll. Sometimes, being in this industry has me questioning my life choices, lol.
 
Ha! We just got a bad review because there was mouse or some small animal poop on the deck, yes I don't control where nature goes to the bathroom.
Worse could have happened if the booking were through Airbnb with their new rules of listing all the things that could go wrong with your property or face the consequences of giving a full refund and paying for the replacement location when they move out.

Now with Airbnb's latest rules about fessing up to all that could possibly go wrong in your house, I now include in my description:

Sea Ranch Abalone Bay is surrounded by meadows and woods. As such, Guest may encounter wildlife traditionally found in a natural environment including but not limited to raccoon, fox, bobcat, voles, mice, turkey, heron, and mountain lion. Guest may also encounter various insects. As heat and drought increase you may find ants and other insects seeking cool shelter, water, and food inside the house. Owner employs year-round pest control services and provides insecticide for your use. Guests are advised to keep the home clear of crumbs and food left out. Guests are also advised to feed dogs inside and keep doors/screens closed to avoid raccoons from entering.

I also have posted in the house how to live 🥺 with ants and raccoons. Plus in our guidebook, I have listed animals and bugs you might encounter.
I have not yet built up the ability to control my gag reflex though to include information about Jerusalem crickets ( potato bugs).
Then there's this little guy who always joins us in the hot tub🤣.
 
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Worse could have happened if the booking were through Airbnb with their new rules of listing all the things that could go wrong with your property or face the consequences of giving a full refund and paying for the replacement location when they move out.

Now with Airbnb's latest rules about fessing up to all that could possibly go wrong in your house, I now include in my description:

Sea Ranch Abalone Bay is surrounded by meadows and woods. As such, Guest may encounter wildlife traditionally found in a natural environment including but not limited to raccoon, fox, bobcat, voles, mice, turkey, heron, and mountain lion. Guest may also encounter various insects. As heat and drought increase you may find ants and other insects seeking cool shelter, water, and food inside the house. Owner employs year-round pest control services and provides insecticide for your use. Guests are advised to keep the home clear of crumbs and food left out. Guests are also advised to feed dogs inside and keep doors/screens closed to avoid raccoons from entering.

I also have posted in the house how to live 🥺 with ants and raccoons. Plus in our guidebook, I have listed animals and bugs you might encounter.
I have not yet built up the ability to control my gag reflex though to include information about Jerusalem crickets ( potato bugs).
Then there's this little guy who always joins us in the hot tub🤣.
I love, love, love this. Ants and mice have been a huge problem this year from drought, even with regular pest control. I intend to use this in some way and thank you so much for sharing.
 
Worse could have happened if the booking were through Airbnb with their new rules of listing all the things that could go wrong with your property or face the consequences of giving a full refund and paying for the replacement location when they move out.

Now with Airbnb's latest rules about fessing up to all that could possibly go wrong in your house, I now include in my description:

Sea Ranch Abalone Bay is surrounded by meadows and woods. As such, Guest may encounter wildlife traditionally found in a natural environment including but not limited to raccoon, fox, bobcat, voles, mice, turkey, heron, and mountain lion. Guest may also encounter various insects. As heat and drought increase you may find ants and other insects seeking cool shelter, water, and food inside the house. Owner employs year-round pest control services and provides insecticide for your use. Guests are advised to keep the home clear of crumbs and food left out. Guests are also advised to feed dogs inside and keep doors/screens closed to avoid raccoons from entering.

I also have posted in the house how to live 🥺 with ants and raccoons. Plus in our guidebook, I have listed animals and bugs you might encounter.
I have not yet built up the ability to control my gag reflex though to include information about Jerusalem crickets ( potato bugs).
Then there's this little guy who always joins us in the hot tub🤣.
UPDATE: I've actually JUST edited this blurb in my listing to list ants specifically as our whole community is currently battling infestations of ants looking for cooling lodgings and free food. After providing a reduced payment to our last guest for the inconvenience via their resolution center I was firmly and repeatedly reminded that my listing needed to be specific and was given this link as reference: https://www.airbnb.com/help/article/2868

In my "Location Features" quickie blurb I have:
Guest may encounter wildlife and insects traditionally found in a natural coastal environment.
Wildlife may attempt to enter the house if doors are opened.

Then in the in depth section about "Where You'll Be" includes this paragraph (which is also now in our Legal Agreement:
Sea Ranch Abalone Bay is surrounded by meadows and woods. As such, Guest may encounter wildlife traditionally found in a natural environment including but not limited to raccoon, fox, bobcat, voles, mice, turkey, heron, and mountain lion. Guest may also encounter various insects. As heat and drought increase you may find ants and other insects seeking cool shelter, water, and food inside the house. Owner employs year-round pest control services and provides insecticide for your use. Guests are advised to keep the home clear of crumbs and food left out. Guests are also advised to feed dogs inside and keep doors/screens closed to avoid raccoons from entering.
 
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Then in the in depth section about "Where You'll Be" includes this paragraph (which is also now in our Legal Agreement:
Sea Ranch Abalone Bay is surrounded by meadows and woods. As such, Guest may encounter wildlife traditionally found in a natural environment including but not limited to raccoon, fox, bobcat, voles, mice, turkey, heron, and mountain lion. Guest may also encounter various insects. As heat and drought increase you may find ants and other insects seeking cool shelter, water, and food inside the house. Owner employs year-round pest control services and provides insecticide for your use. Guests are advised to keep the home clear of crumbs and food left out. Guests are also advised to feed dogs inside and keep doors/screens closed to avoid raccoons from entering.
When I worked at a small, family owned/run dive resort on an Out Island in the Bahamas, guests would occasionally say, "There's a land crab in our shower." To which the owner would smile and say, "We don't charge anything extra for that."
 
We've added a "Please Note" section to all our descriptions that include any quirks about the house, mention of wildlife, hard water, well water, lack of AC, lack of cell reception, etc. We managed a very rough house last year and said, "Please note, this property is only 1 step above camping." People loved it as expectations were set from the start.
 

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