The Secret to Boosting Business in Hospitality: Knowing Your Guests

Welcome to our latest podcast episode!

In this instalment, we are thrilled to have Hannah Audin from Superhog as our special guest. Superhog is a leading company dedicated to assisting property managers in safeguarding the well-being and trustworthiness of their guests.

Joining us today, Hannah will shed light on how Superhog validates guest identities, ensuring that property managers can avoid any potential damage or financial loss. Moreover, she will introduce an innovative deposit management solution offered by Superhog, which not only enables property managers to monetize damage protection but also streamlines the entire deposit management process.

Furthermore, Hannah will delve into Superhog's comprehensive protection for significant incidents that may arise during a guest's stay, ranging from emergencies to fires. With a focus on guest verification, Hannah will elucidate the clear communication and simple steps involved in the process, emphasizing how it promotes trust and peace of mind for both property managers and genuine guests.

Rest assured, Hannah will address any concerns that viewers may have, reassuring them that the verification process rarely deters bookings, as authentic guests are typically more than willing to provide the necessary information.

To wrap up, we express our sincere appreciation for Hannah's invaluable insights and extend a compelling invitation to all property managers seeking to boost their confidence in securing more direct bookings through Superhog's exceptional services. If you're a property manager yearning to elevate the safety and trustworthiness of your short-term rental, look no further than Superhog – the solution you've been searching for.

Key Takeaways
  • Liam Carlan introduces Hannah Audin from Superhog, a company specializing in helping property managers ensure guest safety and trustworthiness.
  • Superhog validates guests' identities to prevent damage or financial loss for property managers.
  • They offer a deposit management solution to monetize damage protection and streamline the deposit management process.
  • Superhog provides protection for significant incidents during guests' stays, such as fires or emergencies.
  • The guest verification process involves clear communication, requesting guests to complete a verification link and provide essential information for assessment. Genuine guests are usually willing to provide the necessary information, while potential bad guests may be deterred.

Here's the video for this episode:

Timestamps (audio)

00:00 – Intro
01:15 – Hannah's Introduction
02:19 – What is your history?
05:55 – How does it work?
08:10 – How does this work for the guests?
10:18 – Outro

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Transcript from the Episode

Intro

[00:00:00] Liam: Hi, and welcome to the Boostly Podcast. This is the podcast that gives hosts all over the world, the tools, tactics, training, most importantly, the confidence to go out there and get more direct bookings. My name is Liam Carlan. I'm Mike Simpson's co-host, and this is the miniseries on Boostly.

[00:00:15] Podcast, which goes behind a successful business, which you need to know about as a short-term let, uh, host and hospitality owner. So today we are joined by a very special guest. Um, we've got, uh, Hannah Audin if I pronounce that correctly.

[00:00:33] Hannah: It's Audin, but it's fine.

[00:00:35] Liam: Audin, I, I, I always, I should check before we go live.

[00:00:38] Yeah. Um, but yeah, all the way from, uh, Superhog, she is based in the UK and Superhog is this amazing company, which we're gonna find out about today, which I. Boostly, as you know, is all about direct bookings. And part of people's worry, when it comes down to direct bookings, is how do we know who our guest is and if we can trust them, ultimately are they gonna be a good guest?

[00:00:59] So today's episode is all about how Superhog as a service can help you know your guest. Let's get started. If you wouldn't mind introducing yourself. Your role within the company and really, what Super Hog does. I know I've given you a bit of a lead-up there, but,

Hannah's Intro

[00:01:15] Hannah: um, you have, you've told them everything that they need to know.

[00:01:18] Um, yeah, so I'm part of the sales team at Super Hog, um, and I guess my job is to entice property managers to buy our service in a nutshell. Um, Um, but I do things like that I'm doing today, so I'm quite well-rooted in the industry and like to do webinars and I'm at the conferences and stuff like that, so, yeah.

[00:01:43] Um, and yeah, I've been at Super Hog, since it started. Um, so Super Hog's been around for like four years. Um, So, yeah, I've been one of them, I like to call myself one of the OGs, which is some sort of Gen Z language or something, isn't it an og, one of the OGs old people is what I would say. So, um, yeah, I've been, I've been there for, for.

[00:02:11] The full duration of scene, Superhog from like, you know, the idea to, to what it is now. So, yeah, it's been very enjoyable so far.

What is your history?

[00:02:19] Liam: What is your history? What did you do, I guess, before you got into guest verification and, uh, the hospitality industry?

[00:02:26] Hannah: Yeah, so I have worked in insurance. So in the insurance industry, everyone goes, ugh.

[00:02:32] Boring. Um, since I was 17. I won't tell you how old I am now, but it was a long time ago. Um, um, and yeah, I've just, I, I always, I never, I went to college for a bit, but I was like, I always wanted to work. I always just wanted to make money. So, um, I joined an insurance company and I work my life way up to being a manager there.

[00:02:56] And then, um, I just decided that I wanted to leap out of there and, and do something different. And the opportunity with, um, well it's Guard Hog Technologies is the, the company in the UK and then we've got Super Hog as well. So, um, it was kind of like a leap because. It was local to me, um, down the road.

[00:03:15] So we've got an office around by where I live, but it was a startup company, as many are in this industry. Um, and um, it was a bit daunting. I was a bit like, shall I chant? I join? Um, but I'm really glad that I did. Um, and. To me, what we do isn't insurance, it's, you know, solutions, for the industry. And it's a completely different industry compared to insurance.

[00:03:40] Like, like I say, it's not boring. So, um, that's what I've done before. This has just remained in insurance and that is it.

[00:03:48] Liam: Let's dive into, into Superhog. So what problem does it solve and why?

[00:03:55] Hannah: Lots, I'll say. So, um, super hole prevents bad guests essentially from staying at your properties in all shapes of forms.

[00:04:05] And I have this conversation with property managers like every time that I'm, I'm on a call that I. You know, your perception of a bad guess could be anything. It could be a criminal, it could be someone that trashes the place. It could be someone that stays but does a chargeback. There's like so many different reasons why you would say that someone's a bad guess.

[00:04:26] In fact, we had this like chucked around the office the other day, like, what's everyone's interpretation? And everyone was like, worried. They were gonna say like the. You know, uh, give a bad answer, but I don't think there is like one answer for a bad guest. It could be multiple different things.

[00:04:42] Um, so we do that by validating who the guest is to prevent damage happening or financial loss happening down that end. Um, so that's kind of like our bread and butter. It's always about prevention. Uh, we then also provide a deposit management solution, which includes, um, a way that we can monetize, um, damage protection for property managers so we can make you money, um, and provide that pot for damage, um, in case you need it.

[00:05:13] Um, which is something that a lot of property managers come to us for is deposit management. They don't wanna do it anymore. They don't want. To have to pay the fees to the, to the bank and all that kind of thing. So we take that off of the property manager as well and provide that. And then the most important thing, which I actually think is the most important thing, but I don't think everyone thinks it is, is uh, the big stuff.

[00:05:37] So what happens when something does go wrong in your property? Like, I dunno, fire and the guest cause a fire, like, What have you got in place for that? So we have protection in place for, for the big stuff I like to call it. That's cool. Um, so yeah, that's it in summary.

How does it work?

[00:05:55] Liam: Let's go with How does it work?

[00:05:57] So if I'm a host Yeah. What is the process for, how do I stop that guest from, um, from, from causing problems?

[00:06:07] Hannah: Um, so yeah, so what we implement is, uh, a way of verifying the guest, um, through, and we can, we do that through communication. So we have to, we have to get the guest to do something once they've booked.

[00:06:22] So essentially what would happen is, um, the guest would book, we would then follow up in some shape or form with. A verification link, the guests would know that this is coming to them before. Um, so you would communicate to them properly beforehand, cuz you get pushback otherwise. Um, so we communicate with the guests, get 'em to verify.

[00:06:45] We can do that through a manual integration link. They're PMMs s or we have a direct a PI that some people will build to. Um, and then what happens is the guests would then be going through that verification. They would provide their email, telephone number, address their id, um, and then, um, Once they're verified or we look at the verification, obviously, um, if they're verified, we give them the gr use the green light.

[00:07:17] If they're not verified, we give you. The red light. I was gonna dunno, am I, I thought about the brown light then. I dunno what was thinking. Maybe the red light.

[00:07:26] Liam: It could be a brown light. Depends, you know, how, how, how much of a situation it is. Like, I

[00:07:32] Hannah: dunno what, yeah, I dunno what my frame is thinking then.

[00:07:34] But yeah, so essentially we're giving the green light or the, uh, the red light if the guest is verified or not. Um, and that's us saying, Great. We think they're okay. Um, we think you should be confident hosting that guest. Um, in that process. We can also, um, as I said earlier, do deposit management so we can add in a step for the guest to complete, which would include either a deposit, um, paying a deposit, or a damage waiver fee.

[00:08:02] Um, and the guests would come to the end of their journey and then we would tell, the host that the guest is verified or not on that basis.

How does this work for guests?

[00:08:10] Liam: How does this work for guests? Is this, is this something which puts off guests from booking in general? How would you answer that?

[00:08:18] Hannah: Um, so I mean, it's difficult actually to answer in regards to like whether guests get.

[00:08:24] Put off because we don't see that kind of side of it as a, as providing the service. You know, the property managers see that, but we've never had any feedback from property managers to say, my guess, you know, my occupancy is down considerably because because I've implemented Super hog. Um, if anything, it's staying the same or getting better for them.

[00:08:46] Um, but in terms of the guest process, it's, it's very simple and it's, I always say the same thing. It's always about communicating with them first, as long as the guest knows what they're meant to do before they've even booked. So we provide all of this, we provide all the wording and stuff. You know, we wouldn't just allow you to just go off and just make it, you know, make it all up and stick it in your listing and hope for the best.

[00:09:09] We, you know, have wording that we specifically say, put this in, in your listings, um, on the OTAs or on your website, um, to tell guests what exactly, what's expected of. Of them if they book with you. Um, because the thing is that is going to put off the bad ones. The good ones are gonna keep doing it. You know, they're not gonna worry about, about having to verify cuz they are genuine people.

[00:09:31] They're booking your property for a holiday, you know, to spend with their family or whatever. They, don't mind providing that information. Um, so as long as you're communicating first, great. Um, And then, um, the process of actually doing it takes a couple of minutes. The only thing I think that you would, we'd do get the occasional, um, pushback on is, is maybe the ID feature the, the, the giving of.

[00:09:58] Email addresses and things are just quite a normal thing for people to do online, like when they register on a website and, and bits like that, but the ID feels like, oh, I'm giving my ID over to someone on the internet. Um, I mean, everything's secure. We have a proper, you know, data protection policy in place and all that kind of stuff.

Outro

[00:10:18] Liam: Thank you so much for answering all of our questions today. Uh, Hannah, that has been fantastic to have you on. It's always a pleasure, to speak to you. Thank you. Uh, were there any questions I missed or any final shares before we bring it to a close? No,

[00:10:29] Hannah: I think you covered everything. No, it was really enjoyable to speak.

[00:10:32] Speak with you today. Thank you. Thank

[00:10:34] Liam: you, Hannah. And thank you too. If you're listening to the Boostly podcast or watching on YouTube, we know there are a lot of places you can put your attention and we thank you for spending that with Boostly. We hope this has been useful for you too. Booking direct journey and I hope you can now go out there and uh, have some more confidence to get those direct bookings.

[00:10:50] Thanks for listening. Having a blast. Gonna get it on the Boostly

[00:10:53] Hannah: podcast. Bruce Lee led Bruce Lee cuz it's so hard on the tea. Is loose leaf picking up those rhymes? Don't write it, just do it loosely.

Before you leave

Please go and rate, review and subscribe on iTunes, Spotify Google Play or Anchor or visit Boostly Hospitality Podcast for the full list of episodes!

Transcript from the Episode

Intro

[00:00:00] Liam: Hi, and welcome to the Boostly Podcast. This is the podcast that gives hosts all over the world, the tools, tactics, training, most importantly, the confidence to go out there and get more direct bookings. My name is Liam Carlan. I'm Mike Simpson's co-host, and this is the miniseries on Boostly.

[00:00:15] Podcast, which goes behind a successful business, which you need to know about as a short-term let, uh, host and hospitality owner. So today we are joined by a very special guest. Um, we've got, uh, Hannah Audin if I pronounce that correctly.

[00:00:33] Hannah: It's Audin, but it's fine.

[00:00:35] Liam: Audin, I, I, I always, I should check before we go live.

[00:00:38] Yeah. Um, but yeah, all the way from, uh, Superhog, she is based in the UK and Superhog is this amazing company, which we're gonna find out about today, which I. Boostly, as you know, is all about direct bookings. And part of people's worry, when it comes down to direct bookings, is how do we know who our guest is and if we can trust them, ultimately are they gonna be a good guest?

[00:00:59] So today's episode is all about how Superhog as a service can help you know your guest. Let's get started. If you wouldn't mind introducing yourself. Your role within the company and really, what Super Hog does. I know I've given you a bit of a lead-up there, but,

Hannah's Intro

[00:01:15] Hannah: um, you have, you've told them everything that they need to know.

[00:01:18] Um, yeah, so I'm part of the sales team at Super Hog, um, and I guess my job is to entice property managers to buy our service in a nutshell. Um, Um, but I do things like that I'm doing today, so I'm quite well-rooted in the industry and like to do webinars and I'm at the conferences and stuff like that, so, yeah.

[00:01:43] Um, and yeah, I've been at Super Hog, since it started. Um, so Super Hog's been around for like four years. Um, So, yeah, I've been one of them, I like to call myself one of the OGs, which is some sort of Gen Z language or something, isn't it an og, one of the OGs old people is what I would say. So, um, yeah, I've been, I've been there for, for.

[00:02:11] The full duration of scene, Superhog from like, you know, the idea to, to what it is now. So, yeah, it's been very enjoyable so far.

What is your history?

[00:02:19] Liam: What is your history? What did you do, I guess, before you got into guest verification and, uh, the hospitality industry?

[00:02:26] Hannah: Yeah, so I have worked in insurance. So in the insurance industry, everyone goes, ugh.

[00:02:32] Boring. Um, since I was 17. I won't tell you how old I am now, but it was a long time ago. Um, um, and yeah, I've just, I, I always, I never, I went to college for a bit, but I was like, I always wanted to work. I always just wanted to make money. So, um, I joined an insurance company and I work my life way up to being a manager there.

[00:02:56] And then, um, I just decided that I wanted to leap out of there and, and do something different. And the opportunity with, um, well it's Guard Hog Technologies is the, the company in the UK and then we've got Super Hog as well. So, um, it was kind of like a leap because. It was local to me, um, down the road.

[00:03:15] So we've got an office around by where I live, but it was a startup company, as many are in this industry. Um, and um, it was a bit daunting. I was a bit like, shall I chant? I join? Um, but I'm really glad that I did. Um, and. To me, what we do isn't insurance, it's, you know, solutions, for the industry. And it's a completely different industry compared to insurance.

[00:03:40] Like, like I say, it's not boring. So, um, that's what I've done before. This has just remained in insurance and that is it.

[00:03:48] Liam: Let's dive into, into Superhog. So what problem does it solve and why?

[00:03:55] Hannah: Lots, I'll say. So, um, super hole prevents bad guests essentially from staying at your properties in all shapes of forms.

[00:04:05] And I have this conversation with property managers like every time that I'm, I'm on a call that I. You know, your perception of a bad guess could be anything. It could be a criminal, it could be someone that trashes the place. It could be someone that stays but does a chargeback. There's like so many different reasons why you would say that someone's a bad guess.

[00:04:26] In fact, we had this like chucked around the office the other day, like, what's everyone's interpretation? And everyone was like, worried. They were gonna say like the. You know, uh, give a bad answer, but I don't think there is like one answer for a bad guest. It could be multiple different things.

[00:04:42] Um, so we do that by validating who the guest is to prevent damage happening or financial loss happening down that end. Um, so that's kind of like our bread and butter. It's always about prevention. Uh, we then also provide a deposit management solution, which includes, um, a way that we can monetize, um, damage protection for property managers so we can make you money, um, and provide that pot for damage, um, in case you need it.

[00:05:13] Um, which is something that a lot of property managers come to us for is deposit management. They don't wanna do it anymore. They don't want. To have to pay the fees to the, to the bank and all that kind of thing. So we take that off of the property manager as well and provide that. And then the most important thing, which I actually think is the most important thing, but I don't think everyone thinks it is, is uh, the big stuff.

[00:05:37] So what happens when something does go wrong in your property? Like, I dunno, fire and the guest cause a fire, like, What have you got in place for that? So we have protection in place for, for the big stuff I like to call it. That's cool. Um, so yeah, that's it in summary.

How does it work?

[00:05:55] Liam: Let's go with How does it work?

[00:05:57] So if I'm a host Yeah. What is the process for, how do I stop that guest from, um, from, from causing problems?

[00:06:07] Hannah: Um, so yeah, so what we implement is, uh, a way of verifying the guest, um, through, and we can, we do that through communication. So we have to, we have to get the guest to do something once they've booked.

[00:06:22] So essentially what would happen is, um, the guest would book, we would then follow up in some shape or form with. A verification link, the guests would know that this is coming to them before. Um, so you would communicate to them properly beforehand, cuz you get pushback otherwise. Um, so we communicate with the guests, get 'em to verify.

[00:06:45] We can do that through a manual integration link. They're PMMs s or we have a direct a PI that some people will build to. Um, and then what happens is the guests would then be going through that verification. They would provide their email, telephone number, address their id, um, and then, um, Once they're verified or we look at the verification, obviously, um, if they're verified, we give them the gr use the green light.

[00:07:17] If they're not verified, we give you. The red light. I was gonna dunno, am I, I thought about the brown light then. I dunno what was thinking. Maybe the red light.

[00:07:26] Liam: It could be a brown light. Depends, you know, how, how, how much of a situation it is. Like, I

[00:07:32] Hannah: dunno what, yeah, I dunno what my frame is thinking then.

[00:07:34] But yeah, so essentially we're giving the green light or the, uh, the red light if the guest is verified or not. Um, and that's us saying, Great. We think they're okay. Um, we think you should be confident hosting that guest. Um, in that process. We can also, um, as I said earlier, do deposit management so we can add in a step for the guest to complete, which would include either a deposit, um, paying a deposit, or a damage waiver fee.

[00:08:02] Um, and the guests would come to the end of their journey and then we would tell, the host that the guest is verified or not on that basis.

How does this work for guests?

[00:08:10] Liam: How does this work for guests? Is this, is this something which puts off guests from booking in general? How would you answer that?

[00:08:18] Hannah: Um, so I mean, it's difficult actually to answer in regards to like whether guests get.

[00:08:24] Put off because we don't see that kind of side of it as a, as providing the service. You know, the property managers see that, but we've never had any feedback from property managers to say, my guess, you know, my occupancy is down considerably because because I've implemented Super hog. Um, if anything, it's staying the same or getting better for them.

[00:08:46] Um, but in terms of the guest process, it's, it's very simple and it's, I always say the same thing. It's always about communicating with them first, as long as the guest knows what they're meant to do before they've even booked. So we provide all of this, we provide all the wording and stuff. You know, we wouldn't just allow you to just go off and just make it, you know, make it all up and stick it in your listing and hope for the best.

[00:09:09] We, you know, have wording that we specifically say, put this in, in your listings, um, on the OTAs or on your website, um, to tell guests what exactly, what's expected of. Of them if they book with you. Um, because the thing is that is going to put off the bad ones. The good ones are gonna keep doing it. You know, they're not gonna worry about, about having to verify cuz they are genuine people.

[00:09:31] They're booking your property for a holiday, you know, to spend with their family or whatever. They, don't mind providing that information. Um, so as long as you're communicating first, great. Um, And then, um, the process of actually doing it takes a couple of minutes. The only thing I think that you would, we'd do get the occasional, um, pushback on is, is maybe the ID feature the, the, the giving of.

[00:09:58] Email addresses and things are just quite a normal thing for people to do online, like when they register on a website and, and bits like that, but the ID feels like, oh, I'm giving my ID over to someone on the internet. Um, I mean, everything's secure. We have a proper, you know, data protection policy in place and all that kind of stuff.

Outro

[00:10:18] Liam: Thank you so much for answering all of our questions today. Uh, Hannah, that has been fantastic to have you on. It's always a pleasure, to speak to you. Thank you. Uh, were there any questions I missed or any final shares before we bring it to a close? No,

[00:10:29] Hannah: I think you covered everything. No, it was really enjoyable to speak.

[00:10:32] Speak with you today. Thank you. Thank

[00:10:34] Liam: you, Hannah. And thank you too. If you're listening to the Boostly podcast or watching on YouTube, we know there are a lot of places you can put your attention and we thank you for spending that with Boostly. We hope this has been useful for you too. Booking direct journey and I hope you can now go out there and uh, have some more confidence to get those direct bookings.

[00:10:50] Thanks for listening. Having a blast. Gonna get it on the Boostly

[00:10:53] Hannah: podcast. Bruce Lee led Bruce Lee cuz it's so hard on the tea. Is loose leaf picking up those rhymes? Don't write it, just do it loosely.

Before you leave

Please go and rate, review and subscribe on iTunes, Spotify Google Play or Anchor or visit Boostly Hospitality Podcast for the full list of episodes!

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