Ep: 40 Owning a Motel and dealing with bad guys!!

Holidays are fun but what is it like running a Motel?? Ryno talks to a couple of on site property managers about their lifestyle and also a great project to protect workers and guests from the undesirables that often cause issues!!

#alw #hotel #motel #blacklist #accommsleastwanted #nohumbleopinions #straighttalk #sparkplugradio #rynosway #unpopularopinion  #unpopularopinions #podcast #podcastlife #podcastrecommendations #podcastseries #politicallyincorrect #politicalcorrectness

Transcript

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0 (1s):
Hi, you there. Ryno here from the podcast. No humble opinions. We talk to interesting people about interesting things today. I have a couple of friends mining who are onsite managers at a short-term accommodation place, so we need to learn how it all operates.

1 (16s):
<inaudible>

0 (32s):
Thanks, Ron. Thanks for coming on board. You haven't done one of these before, have you? Nope. First Thomas as time has passed new chair. Yeah. Right now this part is too. You don't know what's going to happen over the next day either, which is always funny. Anyway, guys, ma maybe, I don't know if you want to kick off first mate. Tell me, tell me what it is you do. Yeah, we run holiday short term, a combination precinct 26 holiday apartments. So my role in that is to sort of help manage, facilitate guests into short-term accommodation and transition them out once they leave, make sure that the rooms are ready for those that arriving turn up and the old adage of maintenance in between.

0 (1m 15s):
Ah, yeah. So it's 26 rooms, a large or small or a medium or what's what's the, I guess it would be on the, on the medium, medium size. It comes down to the size of the apartments and there were studios, this is one bedroom. This is two bedrooms, three bedrooms. So now it's cool. How long have you been doing it for you guys?

2 (1m 37s):
We've been coming up five years in March.

0 (1m 41s):
Yeah. And was it, was that the first one he'd ever done or

2 (1m 44s):
First time as a Intuit with Sunder the property management rights structure. So it's essentially buy a business and get on with it. We did all our licensing, obviously real estate training and property management training. And you sort of get a two week handover with the outgoing managers and then that's it. You're it

0 (2m 10s):
You're in the deep end. Right, right in the deep end, so. Okay. So what can, okay. What was your background prior to that? What were you doing before you, you grabbed yourself a job? Oh, we, we moved to Australia. Kiwis picked it up. We moved to the Western Ireland, I should say. Yeah, we, we left, we left Auckland and we come over here about some 10 years ago coming up 10 years ago. And while we were in Australia, we were working for, well, I was working for a mining company, had a stint here in Brisbane and then went out West to perf and then the economy sort of shrank a bit with the price of oil and they sent us back home.

0 (2m 55s):
So this is where it kicks off where we, we, we started. Yeah. Cool. What did you do

3 (3m 0s):
Before?

2 (3m 1s):
So it was just a nurse. I've been a nurse for 22 years, but I guess the last five to seven years of that was in business development for health service agencies. So about four private companies, but it's still very much liaising with hospitals and, and helping facilitate patients out of hospitals to have treatment back at home with ongoing treatment or rehabilitation.

3 (3m 34s):
So basically it was for both the butter all to do with hospitality.

2 (3m 39s):
It's not always size our experience and hospitality was we've stayed in quite a few hotels and motels and accommodations. So yeah, that was our experience.

3 (3m 52s):
Well, it slipped my mind as you both know, cause you're friends of mine. I love beer and I would never buy a pub though, because I think I'd be shit at it, quite frankly. So, so, okay. What made you decide? Okay, I'm going to jump in and buy a business where I have to be on the job quite a lot, living on site and doing what seems, what made you decide to do that?

2 (4m 16s):
I had always wanted to get into my towels and I don't really know where that comes from, but I just always wanted to work with Mark because he always had a really sound business mind. And I thought, and I, and it's proven to be correct that we would work really well together. And we also,

3 (4m 42s):
You weren't just, you are a cop too. You aren't married. So we put it at that. So a capitalist can work together all day. Every day is not too bad. So congratulations on that. Yeah. A lot of people can't do that.

2 (4m 54s):
We've been very fortunate in that them, and it certainly has its moments, but life in general has its moments, but I just wanted to do it. We knew it was going to be hard work. We, we didn't, we were under no illusion that it was going to be a lifestyle choice, particularly the holiday letting side of things. It's a lot busier then permanent management rights. However, just the fact that we didn't have to travel to work that at least one of us could always be with the kids because the kids were young when we took over the business as well. And yeah, got two boys, three boys, two young boys.

2 (5m 39s):
Yeah. And so we just believed it was sort of the right choice for us. And then we didn't have to rely on employers putting us off where it, cause we'd face that twice with Mark's job. And it's quite a stressful time when you face redundancy. So we had the ability to take the bull by the horns essentially and make that choice for ourselves.

3 (6m 4s):
So when you got into it, when you started, was it what you thought it was

0 (6m 12s):
Not really, I'm going to say not really. It was, there was bits that you looked at and think, Oh yeah, I can do this. I can do that. But there's so much stuff behind the scenes of you actually have to do, which you didn't really take into consideration as a, as something that was important. And then that could be like dealing with guests complaints or making sure that guests are, you know, happy with what they've done. And how do you address their concerns and things like, well, it come down to us, good customer service, but that's sort of thing you didn't have that on your mind and was like, okay, we're going to sell rooms. We're going to provide an income for the owners of the rooms.

0 (6m 53s):
We're going to make sure that our staff are employed, those sort of structural things. But then there was all a little granular, but that in between that you go, well, I wasn't prepared for that. And there'll be many days where you wake up and you go down and start work and you go, I'm not prepared for this either, but no one, no one else is gonna jump on the horse. So we have to do it ourselves. Okay.

3 (7m 14s):
It makes me laugh stuff like, firstly not only are you dealing with maintenance in a building, you're dealing with the most difficult thing in the world, which is people and people who quite often, and we'll talk about this in a while, but people that quite often are demanding and it's their holiday and it's their time. And they, you know, they're not, they're asking for things that are possibly sometimes other very difficult or unreasonable it's I wish I was good at other stuff. Sometimes I wish I was good at fixing cars or something, but I'll just do pay for <inaudible>.

0 (7m 47s):
He gets his quirks, you know, they've got their own needs and their wants and whatever worked for them. They seem to just want to transport it to wherever they stay. And it's, it's certainly hardening when you're dealing with some people, but I'd say 95% of the time, the guests are just awesome. Great, great people. And we've struck a good relationship with guests that keep returning and things. And that's where our momentum slowly built. It's just the 5% is art. I'm just rounding out figures 5% is that cause probably 90, 95% of the year,

3 (8m 23s):
Well into the world, the 80 20 rule, isn't it. And you present them really cool. And 20% of them just, no, that's cool. Now just for the people that might wonder you don't own the building duty.

2 (8m 37s):
No, we own the business. We own the rights to manage the business. So you, you purchase the business. So we've really got two business partners, I guess we've got the body corporate side of it and we've also got the owners. So all of our partners that's correct. Our apartments are individually ironed. And a lot of people joined, understand that even though there is so many property management rights in Queensland, so when you're upgrading a room, you've got to get the owner on site.

2 (9m 19s):
And if the owner doesn't want to spend money on the apartment, you can't upgrade the apartment. You can't make the, the changes that are going to keep guests wanting to come back. So having your owners on site and working with them, that's a whole relationship management issue that needs to be right at the forefront of your mind the whole time, and then getting guests in and making sure the guests having a nice time and a nice day at the pain money to stay. And you want them to enjoy that, but sometimes we're limited by what owners are prepared to spend as well.

3 (10m 6s):
Yeah. Well, I mean, obviously 15 years in real estate and I, I continuously saw property managers get yelled and screamed at by unhappy tenants. But on the other end of it, you've got a lease owners that are just tied us as for want of a better term. And they're not doing the things they should do or need to do, but unfortunately property management sits in the middle of that. So no doubt you've, you've got those issues from time to time as well.

2 (10m 29s):
Absolutely. And I don't think that's something that Mark and I had thought through an entirety, it's not like a hotel which has revenue to update and, and replenish and refresh. We have to work with the individual owners to be able to do that. And, and for the common areas, it's also the strata that the body corporate and, and working with them. So it's really important that we have a good relationship with them. The property management rights is relationship management.

3 (11m 4s):
Yep. Well, that's a good way of putting it. That's entirely. Okay. Tell me about your day now. What step, tell me from the stand, what you got to do?

0 (11m 16s):
Well, my, my role is like on the key takeout of the building. So I got to make sure that the building is functional. It's safe. It's, you know, rubbish has been picked up the lawns everything's coordinated and things like that. I start on the day, depending on what's happening now overnight, you sort of go for a walk around the building, make sure that everything is all good, make sure the pool is the right color. Yeah. And then, then work backwards and then go through and then check out the emails and work out. What's the schedule for today. Schedule those. We've got these amount of people leaving these amount of people that are arriving. We need to turn those rooms. And between that as making sure that there's enough linen, there is enough cleaning products.

0 (12m 1s):
And also that your staff know when they're rostered to come in, that they come in on top. So that's like a regular basis. That's fluid shifts during the day because we may only have five chickens, not chickens chick coming through for reception. And all of a sudden, you know, after four or five o'clock, there is far more bookings that just happen. Bang. So that changes yet life for the next day need to bring in another cleaner, but you're just generally sort of trying to keep ahead of what's happening and generally, and then,

3 (12m 37s):
So anyway, so you're gonna, you have a look around the joint. I helped you guys a little bit once when these, when you went away for a few guys, so I know enough to be dangerous. Typically we'd have a look around the yards, check all that's going on there, check the pool, and then you get your claim has gone on now. What then worked pretty well. I know it seems like just cleaning, but they gotta go in and turn out a room and redo all the beads, all the tails or the check on the fridges and all these bits and pieces in there in basically short amount of time as possible. Correct? Yep.

0 (13m 8s):
And they do a fantastic job. We don't pay them per room. We pay them their daily rates on some places may pay them per room. So they're under pressure to get that room done. Whether it's been lift tidy by some guests or been trashed by some guests, no matter what, like they get there, we just pay them. We pay them the above award. Right. We've got good cleaners. We really

3 (13m 31s):
Feel

0 (13m 34s):
We're treated like family. We, you know, we, we always talk and things like that. Sometimes I have some pretty tough days, like, like your friend does when, you know, when you sit next to the wall and you gotta go turn rooms around and temperatures, you know, 35 degrees and you know, stuff like that, they got to keep moving from room to room and I've got to make sure that what they are doing is presenting the product so that when the people arrive. Yeah.

3 (14m 2s):
Yep. And that's the first thing you want. You don't, I'm walking in unhappy to start with. I mean, South Africa met the people at B anyway, so yeah, she could do that now. What is your entire entire, when you're doing it? Just,

2 (14m 13s):
Yeah, I kind of oversee more of the quality control side of it, making sure that the housekeeping is up to standard. And I also make sure that the team is working to appropriate times, time, full rooms. I do more of the looking at the rates as well, keeping an eye on what's happening around us. Although as we'll discuss shortly on my role has changed a lot in Marcus taking over a lot of that now, but just generally overseeing everything and covering reception, I will get an and help the housekeepers as well.

2 (15m 0s):
On a big day. I often make the beads of heat at the housekeepers. So Mark or our oldest boy Kagan, we'll strip the rooms and then I make the beds in the housekeepers come through and clean.

3 (15m 15s):
No, that's fine. And it is, it is a pretty full on job. I mean, and now in addition to that, so you've got check out at around 10 generally and check-ins from two onwards. Is that about correct?

2 (15m 28s):
Yeah, but everyone wants an early chicken everyone and, and that's called, we really try to accommodate that.

3 (15m 35s):
Okay. So it's, what's on your clothes at the office.

2 (15m 40s):
We close the blind at five o'clock if we get the chance. Yeah. And then we will work from our own apartment through till nine o'clock and some nights we can be on the phone all night and popping out to guests room of an E not working well, they can't locate the TV remote, even though it's exactly where we tell them it is and little things like the, the wifi dropped out. And so, yeah, we've learned to share that workload.

2 (16m 21s):
So generally one of us has often other ones just so we can have a break in between, but we know, and the kids know that meal time is a time that can be interrupted and that's okay. It's part of the business. It's part of what we do.

3 (16m 38s):
Yeah. It's certainly a way of life. Isn't it? Okay. So I'll just go into, I can go on. Yeah,

2 (16m 41s):
Yeah. It is a way of life, but we've chosen that and we, we enjoy it. We do enjoy that and we enjoy great guests as well, but we do suffer from some guests that can just throw our whole day and to absolutely chaos.

3 (17m 5s):
Well, I want to have a talk about those sort of things. And I want to have a talk about the comms least wanted project that we're doing actually, which we'll go into about liberal in a little while. But now we were talking a little bit earlier about some, some funny stories. I mean, if you get people coming on holidays with kids of obviously in an, an alien environment that not used to some funny, stuff's got to happen, what's going on.

0 (17m 31s):
It happens again from time to time and more often than not, but you're going to laugh about what happened. The one I was talking to earlier on it was about a guy that's come through state or fast previously. And he went into the light box this time. And when he was in the light box, put his key in the end, he knew the number to get into the light box. Next one, I get a phone call from them saying, there's someone in my room. Jeez. I haven't slept for some people. I got

4 (17m 59s):
Lucky

0 (18m 2s):
The first time I've stuffed it up as a reference point. Not so, anyway, I said, I'll be down there five minutes to see ya. And then I get him there and it goes on. I went in the room like I'm in the room six and is gone and go on an order in their room. I said, well, you were in room nine. He hit the key upside down and on the bit of paper, but a Piper that he hit, here's all sorry. And then that was at, he totals off to his room and hear my heartbeat scan one other one, which we didn't talk about before was had a chip ring up and you guys might want to book a studio. You know, that's a lot of it's price driven studio is the cheapest room that we have.

0 (18m 43s):
And I go, yeah. Okay. This is what the writers, blah, blah, blah. Yep. How far are you? Why all just outside. So come on. And anyway, he comes on, pays what he pays and that for a studio. And I didn't ask him how many people were going in there and went, okay, give him the key. And off he went, I'm still in the office just doing some admin work. And I look out the window and I see, it felt like Noah's Ark two by two are coming out on the left and I'm gone. So passages stopped at the front end. Yeah. Well there's all these people that are hidden and that direction of the room and I'm going, okay. See how this goes, because I know there's not much room in a studio and amount of people. Okay. And about a minute later, he comes back on he's knocking on the window and I go, what what's up on knowing that something was wrong.

0 (19m 26s):
He goes, there's no couch in that studio. And I said, no, there's no couch in that shoe, but it should only be two people in that studio, not six. Okay. So what can I do? I said, I've got a two bedroom apartment for you and you can put them in there with Rollaby. Oh, how much is that going to cost me? Well, buddy, you can

3 (19m 45s):
Always sleep on the floor if you want, but it's a bit uncomfortable.

0 (19m 48s):
So that was, it was, he got caught out because he got on there and he thought, Oh, I can get all my family in there for kids and wife and I wasn't going to work

3 (19m 57s):
Not rather than when work. So I enjoy that short time I've spent there. I had that great. Why a couple of funny things happen, but the biggest one was that lady who got really upset because it was too windy. I'm not entirely sure what I was meant to do about it. Being too windy, praying didn't tend to do much. It was windy everywhere really. And she was quite adamant that I've spent most of the, of with it was too windy. You never, ever, so that was it. So yeah, I found that of interest. So anyway, there you go. People, and obviously there's a few laughs in it and you, you enjoy what you do and lots of stuff, but you get bad guests and you have dramas on.

3 (20m 38s):
And I know if you guys being physically confronted and having some serious issues like that and have police involved and so on. And so now did you, do you want to tell us about a couple of instances? I mean, I recall one where you lost the door and the things. So this is, and you have done something or you came up with a solution, not just a problem. And I really appreciated that in that you saw an issue that was occurring around, which we'll talk about in a sec, but you came up with a comms lease wanteds idea to create a database of, of bad guests. Because up until now, there hasn't been anything.

3 (21m 19s):
I mean it, residential real estate, it's got a thing called ticker in Queensland anyway, to, I see, I think it's Queensland based and that will give you some warning of who is occupying the premises, what their history is, what they've been up to have they been a good tenant in the past, but short term accommodation up until now. I haven't had anything of that have

2 (21m 39s):
No, and this has been an ongoing issue. And I just want to say these guests are a minority, but they cause us a mess amount of loss and time and revenue. When we do come across these rogue gifts, look, we've got so many stories about guests behaving badly. Unfortunately, there's more stories about them behaving badly in, you know, fun lighthearted stories. And recent times we have had a fire door kept and two fire doors kicked in actually, and a major police call out.

2 (22m 27s):
And most of it's drug related, unfortunately. And we've also had guests staying where, and then the not intelligent people, these people we've got security cameras everywhere and like stealing guests, spikes out of the basement and taking them up to their apartment and then partying and the apartment to draw enough attention that we have to get a police call out because we know things are going really wrong.

2 (23m 8s):
And, you know, finding the bike's been spray painted on the balcony, you know, they're trying to make it a black by when it was a red bike. And you know, you go in the a N is drug paraphernalia everywhere, which is very dangerous for us and for our housekeeping team to have to clean up afterwards. There's alcohol spilt, everywhere. There's holes in the wall, cigarettes, Lyft line on the carpets, in the carpet

3 (23m 46s):
Burns and the carpets. Can you say something? I mean, Mark, you're not, it's not really part of your job description to have to stand up to a bunch of half wheats that are behaving bad. Is it, I mean, especially not Jill, not, you know, women are very capable and not saying to them like that, but it's pretty tough when there's three or four, you know, ed it's in a room, giving someone a hard time and doing whatever. I mean, how, you know, how do you feel about that man, Kevin, to be not only maintenance and booking, but security as well?

0 (24m 15s):
Well, it's, there's been occasions where we've had to evict guests and someone has to go down and knock on, knock on the door and bring the bill for them. And, you know, we, we, we try and be nice and, and sort of co Corley warfare in trying to remove them if we need to remove them, first of all is warning, you know, and just say, Hey guys, turn it down, blah, blah, blah. But if it's something else that's happening, one of them was, there was a studio again, there was about 10 people in the studio and we'd phoned up and says, Hey guys, it's 10 o'clock. You need to sort of start quite in a group down. Any gifts need to leave all it's only just me and my girlfriend in here and that, and I'm sorry.

0 (24m 57s):
Okay. Then we could see on the balcony that there was more and more people go down there. And again, it was about 10 people coming out of that apartment. And I said, right, I tired. It was living Hubba living at night. It was like, Oh, it's had had enough. And you just gotta be strong, bear in mind, your security cameras and their common area were all standing. So I had, I sort of back covered by, by film anyway.

3 (25m 24s):
And you do, but at the time you don't know, I knew that by yourself. And now this is something that's, I mean, look, comms, least wanted.com is something that jewel came up with and came to me and said, look, would you, do you have any interest in using the city hell year? And I, I am involved in it because it's just unreasonable. And I mean, I was a cop for a fair while as people know, and I've had a lot of experience with confronting people and do what happened and with all love and respect to you, you know, massive human, like you're not intimidating or anything of that nature. And, and for you to, to have to go down and deal with that, it's just unreasonable. And I don't know that a lot of listeners out there would ever consider that that's the case that you have to deal with his poor behavior, because I know there's a lot of people recently, especially 2020, it was a terrible year for it in that there was everyone was in lockdown all the time.

3 (26m 18s):
But in addition to that, a lot of people would have more money because of the government incentives and whatever, and they weren't spending it and they weren't putting into savings or anything like that. And they weren't spending it at Kmart, particularly they were doing it with their dealers or with whatever else it may have been in that. And that's not for you to deal with. I don't think

0 (26m 37s):
No. So we've, we've had guests that have thanked us for evicting people in and say, hi, you know, well done, really appreciate that. You've, you've done that. And you know, and our whole mindset is to make sure that everyone has an enjoyable time. He runs, you know, Tom Stein there it's it's summit for them. So they don't have to worry about who's staying next door and they're not keeping them up to, to all hours of the morning and stuff like, so we've been quite strict on it. And we made sure that we continue to do that because it's important for our guests that are 95% is come back and they know that we won't tolerate any, any rubbish that goes on. So this mindful, let's say it's our business to make sure that our brand, you know, we want people to have an enjoyable stay.

0 (27m 21s):
Yeah.

3 (27m 21s):
And it's, and that's part of the ACOMs least wanted other side of it too. So, but anyway, instead of talking around it, I think Jill tell us what, what I loved about you initially usually came up with a solution. I really struggled with my kids when I was younger, outside, don't bring me a problem, bring me a solution. And you came up with an idea that is working currently to do it. So tell us where that'll grow from where it completes when it came from

2 (27m 47s):
Well with last year. And COVID-19 things really escalated with guests behaving badly. And we essentially were just having a run of really bad guests. Now, traditionally, we strike a bad guest once every three months. However, we still had no platform where we could blacklist these guests or do anything constructive. This got no repercussion on the guests for causing us damage or harm in trying and get money off them. 90% of these guests don't even have money on their cards to get off.

2 (28m 28s):
They put what they need on for their accommodation, for the security bond, because we insist on a security bond, a hundred bucks, it's only a couple of hundred bucks, but that doesn't account for damage. It can cover a little bit of it. And it doesn't account for our time cleaning up the rooms, our housekeepers having to spend extra time taking extra precautions and PPA, particularly if we've got concerns about heads-up in drug use in the room, this still needles line around. So really it came to a head and it was getting to the point where I was, I was physically shaking at reception of a guest, started to raise their voice at me.

2 (29m 18s):
And we're not unfair hosts. We always believe that we have a good relationship with our guests, but these people, you can't even reason worth. And we had no formal way of blacklisting these guests. And we know because of our small community, that these guests just move from one facility to the next facility and causing the same problems. We had no formal or legal way of sharing that information and blocking them from getting further accommodation. So that's when a comes, lease wanted was born.

2 (30m 1s):
It was born out of sheer frustration of not being able to do anything. I knew about ticker. I knew that there was a reporting system there, but we had nothing in New Zealand. And in fact, I could not find anything in the world. There are

3 (30m 20s):
Tanisha's me, to be honest. I mean, I remember you and I was sitting there going, I can't believe no one's ever thought of doing anything like this.

2 (30m 26s):
I think so many people have thought of doing it, Ryan, but nobody was pushed enough to do it. I had one of those facts as event moments, and I thought I've had enough. We've got to fix this. We've got to, we've got to stop these tow regs from causing us and our guests and our staff, not just damage and re revenue, but also reputational damage as well. And you can't account for that. You know, it's a, we really focused on a way forward of blacklisting, these guests so that they can't commendation hop anymore.

2 (31m 13s):
And they are they're blacklisted for a three year period. And they can be re alerted if they managed to sneak in under another name or anything like that. And then that just gives us more information to our database, but it's been so well supported by our local community of accommodation providers. That we've been very fortunate enough now to roll it out across Australia and into New Zealand in the very near future.

3 (31m 44s):
Yeah. Let's let's look. One of the things that appealed to me about it was its simplicity. So the way it works is it's a, it's a website. And when someone comes into booking, you pop their name in and if you put their name in, if they don't come up, great, that's fine. No one, no harm, no foul book away. That's fine. If you come up though, and it says, and you click on that person, which is on the database, may have a photo, may have a description. Maybe there's other things included in it. We're spending much information that we can get it pops up there and give us account and account, sorry of what occurred at a, in a previous incident. And you then as a, an accommodation provider can decide whether to keep them or not correct.

2 (32m 29s):
That's right. So it's a complete risk mitigation platform. What you do with that as an accommodation provider, what you do with that information, isn't taking a booking from that guest or not, it's entirely your business, but you can make an informed decision about whether you want, that gets to stay at your property.

3 (32m 51s):
So you, so you can identify them before they occupy

2 (32m 54s):
Identify before you occupy it before they occupy.

3 (32m 59s):
Yeah, no, it's, it's it. It's cool. Now there's also, I mean, there's some Joe, what's it called tracking. Oh, you know where you can get an area and say everyone, if someone goes on the system, these people can get an email out saying that there's a new person on there and then be immediately aware of them.

2 (33m 18s):
That's right. So it's an alert system as well. So each member can get their own alert profile, but it does say Matt decides to blacklist a guests from our facility that will immediately send out an alert to all other providers in that area. And it goes straight to them email box and a few of enabled popups that'll come up as a pop-up as well. And so that just stops them moving from one accommodation to the next accommodation, because that's what these people do.

3 (33m 53s):
Well, what I found interesting as well was that a lot of accommodation providers were working amongst themselves and sending emails to each other, their network saying that this has occurred, but be careful now, sadly, the privacy laws don't allow for that. So that's, you know, that's something that they shouldn't be doing particularly, but then again, what other options have you got up until then so that I can see why it was done. But in addition to that, as soon as you've looked at an email that's gone, like you can, I can't remember the last name of the guy that came through on an, on an email from, you know, from whatever. And so the, the beauty of the complex wanted as well as the fact that they are there for three years. So every time you search him, these guys would pop up and you can decide what you do with them.

2 (34m 37s):
And that's exactly right. And that was a similar that's the system we were using. But the last thing you want to do have happened is to be legally challenged on that sharing of information. And so we have built this platform to be compliant with all international standards and laws. So for when we do get the international traveler back, it's going to be relevant and, you know, the you'd lose a name and an email stream, or somebody will, another provider will add on to that email stream, but not change the subject heading. And so then it just gets lost in translation.

2 (35m 20s):
And it's a very unreliable way of doing it. Plus on the downside, it is illegal, but we can't. And, you know, I said, this does protect accommodation providers from that side. This is a legal platform where we can legally blacklist, Rokus and send out alerts.

3 (35m 44s):
Yeah, it was, I was amazed at the, the privacy minefield that we've had to go through to get this up and running and, and you've done a great job with that. But Mark, I mean, what did you think when the missus came up with this great idea?

0 (35m 57s):
Yeah. It's needed. We were in a purple circle of sharing information and formerly between other places. And then we realized it's only as good with those people within that area, but outside of that area, and he doesn't know any of these guests coming in, then you've got other grenades coming through the door, so to speak, wanting to give it up. Yeah. Got it. Got to be, sort of make this, to communicate this. I guess the guests that are going on this platform have to meet a criteria. They're not guests that haven't put out the rabbis or broken a dish or something like that. That's, you know, a stringent criteria that you guys set up.

0 (36m 37s):
Yeah. And you know, for them to go on this website, it's not taken lightly and saw the black and white you're on it. Or, you know, the grays are sort of filtered out in it's in doubt that I go on it, but predominantly they meet their criteria. They'll they'll go on it. And it's, it's been good. It's worked a couple of times for us already where guests turned up and I said, Mike, what's your, what's your last name? You know, when somebody asks chickson Oh, my name is blah, blah, blah. And I said, Oh, okay. What'd you say last time we, you in the Syria. And I hear, Oh, you know, and any sort of talk to them, I go, well, guess what, your name's on this database, we're not accepting your booking because it's not FEMA.

0 (37m 24s):
We don't need to put up with the rubbish that you caused at another location. We've shared that information. We've shared information between ourselves. We're not going to accept your booking

3 (37m 34s):
A hundred percent. Oh, I feel like this with pumps, I've gotta be wound up at pubs. I've been to in the past where they've got decades in me and they're going to offer their paying customers who care. They're not paying enough for the damage that they're doing to the reputation to the other guests that aren't coming along. I mean, your guess would have to be fairly happy to know there's a system in place where you know that the quality of your guests as opposed to other places. Yeah.

0 (38m 2s):
Are you aware of that bar from one bar, from all let's down in Coffs Harbor? I had a recent trip down to casaba and freaking about the combination thing down there for a combination States wanted. Then one of the motels down there was involved with a bathroom, one bath bathroom, all which is run out of the liquor licensing area within the Coffs Harbor. So, you know, and it gets banned from any establishment. There is not allowed into any of the others two or three. So similar to this. And the guy said to, you know, this is needed in the combination industry, what your, what you guys are doing to get that feedback from them.

0 (38m 44s):
And it was based on it's working for them, but for mine from one,

3 (38m 47s):
Yeah, a hundred percent, I mean, they've learnt it as you say, like, you're not doing it for nothing. It's not because you don't make your bed or you leave the bean or whatever it might be. It's because you've caused some serious grief damage, you know, hurt your reputation and replace or carrot, you know, just been intimidating or whatever it is. So now what's interesting is I was going to say a second ago that you got to do it yourself sometimes because the cops just don't have the time or the resources to be there on the spot every time. But we have a pretty good relationship with the cops don't we in through ILW

2 (39m 25s):
Absolutely. And as a large part of the ILW strategy as having the policing teams on board with us, because they also very fortunately can gather intelligence information from an awareness of who's being listed. They also put out there, be on the lookout for alerts when they are trying to find a person of interest. Now that may not always be somebody who is participating in criminal behavior and maybe a missing person that trying to locate.

2 (40m 6s):
And that system has worked very effectively. And that regards as well with the, what we call the bolos or be on the lookout for Wars. So working with policing teams as a mutual relationship, a mutual relationship of benefit, because they will come across a name and they will then approach that accommodation provider that has sent out an alert and can follow up on further information on that particular guest. And it may be what vehicle were they driving?

2 (40m 46s):
What was the registration, things like that. So it is a, it's a bit of extra security as an accommodation provider. And I think guests can, you know, if they can see that you as a provider are a member of the AECOMs lease wanted, or AOL w then that gives you reassurance that you probably gonna have a better stay because that provider has screening out the right guests, the guests that we don't want, that ruins it for everybody else. And when you got families, young kids stay the night need to be exposed to bad behavior.

2 (41m 26s):
There's enough of that in the world elsewhere, but not when they're having a break.

3 (41m 31s):
Yeah, absolutely. And I've been really, really rapped about the way that the police had come on board and, and sort of really want it to be a part of it. And I both information in and information out as well, which has been fantastic. So look, I think it's, it's a great system, obviously, as I said, I, I am part of it and I'm just, but I'm just really excited to be part of it. And I think jewel you in particular have done a great job of having a crack and doing something about an issue that needed something done about it. Look, I, I guess we'll, you know, information where, where can people go to, to, to check this out?

2 (42m 4s):
They just need to jump online to our website, which is the three Ws dot comms, least wanted.com. And that's with two seasoned, two M's for a comms. And we also have a Facebook page where we put up some of the damage that is caused by it's a public Facebook page, and we've got an Instagram account and that can be found by just searching a comms least wanted. You can always send a inquiry through our website.

3 (42m 42s):
It's really, we have to be part of it. Thanks very much. And I'm reckons a great solution to a lot of issues like you want good stays and you want to identify before they occupy. So let's look at doing that guys. Anything else you want to add before we wrap her up? Yeah,

2 (42m 58s):
No. We just want our, all our guests to feel comfortable and we just try to provide the best service we can.

3 (43m 5s):
And you do so what are guys thanks for being a part of it. Thanks for listening gang. I'll catch up next week on no humble opinions.

1 (43m 14s):
<inaudible>.