Case Study: Choice Hotel Boosts Safety and Revenue with GuestBan ID Scanning

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A Choice Hotels franchise in a high-crime area was struggling with frequent incidents that hurt its reputation and revenue. Local police were being called to the property so often that city officials pressured the hotel to take action to improve guest safety. In response, management piloted GuestBan’s ID scanning for hotels solution at check-in. The result was a transformation of the hotel’s operations – reducing problem guests, enhancing safety, and ultimately boosting revenue.

Challenges Faced

Frequent Disturbances and Police Calls: Unruly “bad guests” frequently caused disturbances, requiring police intervention. The volume of incidents became so high that city officials demanded a solution.
Safety Concerns for Guests and Staff: The persistent chaos created an unsafe atmosphere. Guests felt on edge, and staff members feared for their own safety.
Negative Reviews and Lost Business: These incidents led to bad reviews on booking sites like TripAdvisor, hurting online ratings and deterring new bookings.
Property Damage and Financial Losses: Problem guests frequently caused property damage, leading to unrecouped losses. Lacking proper guest identification on file made it nearly impossible to hold offenders accountable or dispute fraudulent chargebacks, further hurting profits.
Potential Customer Pushback: Management also worried that a strict ID policy might inconvenience legitimate guests.

Solution: Implementing GuestBan ID Scanning

To address these challenges, the hotel implemented the GuestBan ID scanning system at the front desk. It scanned guest IDs and matched them against a digital Do-Not-Rent list. Staff were immediately alerted to banned individuals, ensuring they could be turned away before causing issues.

The pilot began at a few properties. Guests were informed that all adults must present a photo ID for scanning. The process took seconds and eliminated manual entry errors. More importantly, it made clear that the hotel was serious about accountability and guest safety.

Immediate Changes and Improved Behavior

The impact was immediate. Bad actors and individuals using fake identities stopped showing up. Knowing they’d have to present a scannable ID reduced the sense of anonymity and deterred problematic behavior.

Guests who did check in were better behaved, understanding that their ID was on file. This sense of accountability significantly reduced late-night disturbances and vandalism. If anyone refused to show ID, they simply couldn’t rent a room, giving staff clear authority to enforce the policy.

The internal watchlist also ensured that banned guests could not just go to another hotel in the network. This closed a major loophole.

Safer Environment for Guests and Staff

With GuestBan, the hotel became safer and more welcoming. Police visits dropped, and the property’s image improved. Guests felt more secure, and staff had greater peace of mind.

Improved Reputation and Revenue Growth

The ripple effect was clear: negative reviews stopped, and positive feedback increased. The hotel’s online ratings improved, attracting more bookings from safety-conscious travelers.

Guests who enjoyed their stay were more likely to return, boosting occupancy. Fewer damages and chargebacks improved profitability.

Interestingly, hotels using GuestBan started outperforming nearby ones that didn’t. Most law-abiding guests appreciated the added security and felt reassured. In today’s market, where safety is a top priority, the enhanced ID policy became a competitive advantage.

Conclusion and Expansion

This Choice Hotel’s turnaround proves the value of implementing an ID scanning solution. GuestBan helped stop recurring issues, enhanced safety, and restored the hotel’s reputation, leading to improved revenue through cost savings and increased occupancy.

Seeing the success, ownership rolled out GuestBan across all properties. What started as a pilot is now the standard across their portfolio. In hospitality, safety and guest experience go hand in hand—and GuestBan helped them win on both fronts.