Expert: Robert M. Riddell, C.H.A. - 7/27/2011

Question
My husband and I have both owned our businesses since 1998.  Last year we purchased a 24 room motel as an investment.  The manager in place stayed on with us and it was going smoothly.  He passed on last winter and since then we have been through the mill with managers.  

Where can we get a list of "laws" for motel ownership/management?  This business is so different from our other 2 businesses that we feel our employees are managing us instead of us managing them.  

Some of the questions we have are:  1.  With such a small motel are we required to have someone at the front desk at all times or can we leave a cell number on door or answering machine?  2.  If someone checks out early (especially a weekly checkout) are we required to refund the monies?  3.  How can we get housekeeping on a system to clean each room in a certain amount of time with a higher expectation of cleanliness?  4.  If customers call in for a reservation and don't show can we charge their card?  5.  The front desk clerk is responsible for all monies.  If money is missing who is responsible?  (We feel the person we hired is responsible)..

Thanks for  all your help.

Answer
There are so many ways to answer your questions. It is difficult at best to give you the right answer. First, I would contact the American Hotel and Lodging Association. They can steer you in the right direction, you may have a chapter near you. Also, your State will have a lodging association as well as the Closest major city. There are basic Innkeepers laws that are typically posted in the rooms of hotels,,,you may find a state chapter listed on one of these. What State are you in?