Have a story to share?
We want to hear your worst guest stories. If you have a stay that went completely sideways and a lesson to go with it, submit it for a chance to be featured on a future episode of Pour Decisions. Bonus points if you bring your favorite drink too.
Submit your story here: https://form.jotform.com/261032817700044
Not every guest stay ends with a five-star review.
Some leave behind a mess. Some turn into a serious operational headache. And some become the kind of story you end up telling for years.
That is the idea behind Pour Decisions: When Stays Go Sideways, a special series presented by Safely.
In this series, Alex & Annie sit down with the Safely team and industry guests to unpack the kinds of guest incidents that rarely make it into the marketing copy but often leave the biggest operational impact. Through real stories, practical insight, and a little cocktail-fueled commiseration, the series explores what went wrong, how it was handled, and what operators can do to better protect their homes, teams, and owners.
About Episode 1:
In this kickoff episode, Alex & Annie are joined by Amanda Martins, Vice President of Business Development at Safely, to introduce the series and set the stage for the conversations ahead. Amanda shares what Safely sees behind the scenes when guest-related damage claims come in and why these stories can be some of the most useful lessons in the business.
The episode also dives into one recent case involving a large home that became the site of a 50-person party, complete with police involvement, extensive damage, smoke remediation, and a long list of cleanup issues. Amanda walks through what happened, the documentation that helped support the claim, and what operators should be thinking about when it comes to guest screening, damage protection, liability, and owner communication.
It is a practical conversation that sets the tone for the series ahead, showing how real guest incidents can reveal where systems hold up, where they fall short, and what operators can do to better protect their business before the next stay goes sideways.
Episode Chapters:
00:00 - Welcome to the show
01:41 - Meet Amanda Martins of Safely
03:34 - Why Alex & Annie launched this special series with Safely
08:34 - A real story involving a party that caused major property damage
15:01 - How Safely’s claims process works
16:31 - What happens if an operator does not have damage protection
19:01 - When operators should involve police or pursue legal action
24:06 - Why guest screening can help deter the wrong bookings
28:28 - Protecting homeowners and reducing business risk
30:20 - How Safely works alongside homeowner insurance
36:55 - Why this matters for operators of every size
Connect with Amanda:
LinkedIn: https://www.linkedin.com/in/amandakatmartins/
Learn more about Safely:
Website: https://safely.com/alex-and-annie
LinkedIn: https://www.linkedin.com/company/safely-stay/
Instagram: http://instagram.com/safely/
Facebook: https://www.facebook.com/safelyprotection
This episode’s cocktail: Checkout 75
A little classy, a little dangerous, and apparently best enjoyed seated.
Ingredients:
1 oz tequila
0.5 oz GranGala
0.5 oz fresh squeezed lime juice
0.5 oz fresh squeezed orange juice
Sparkling wine, such as prosecco or a dry brut, to top
How to make it:
Shake the tequila, GranGala, lime juice, and orange juice with ice. Strain into your favorite wine glass, then top with bubbly.
Amanda’s final tip:
Don’t stand up too fast when finished.
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