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10/07/2008

Does anyone have a correspondence template in Reservationkey for a NO SHOW?  

I left a message on the cell phone, and ran the statement balance. The card worked. Two night stay, no show last night.

Update: I went into the reservation in rezkey under correspondence and used the first drop down with --NO MESSAGE-- and it gave me all the reservation details including the policies which the guest agreed to.  I altered it to state you did not show accroding to the reservation #, and agreed to policies, so according to our policies your cc has been charged in full.   I have the policies and all details there on the email.  

I did this IN REZKEY as it keeps all corresp together, for this reservation and guest. A copy with date stamp is stored in Rezkey.

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Proud Texan's picture
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Rudeness and stupidity are not excuses for breach of contract, which, by the way, is what a "No Show" is.   

As others have stated above,  there are numerous reminders of their arrival date and with RezKey a box to check that they have read and understood the policies concerning cancellations and no shows.  By clicking that box,  they are entering into a contract with you and you block of the requested dates from your calendar, refusing all others because of that contract.   The customer has agreed to pay the full amount if he does not show up.   This is a business.  Run it like one.   You're not being unkind.  Your taking care of business.

This is also why it is a good idea to get a paid upfront deposit.  You have their money.  They can cancel the credit card later, but you'll still have their deposit.

We had a "no show" recently. This person did not call, write or send a carrier pigeon.   He had indicated a late arrival,  so we left an instructional welcome letter and left the lights on in the cottage.    Next morning, we see that no one had shown up.   I called the number he had given and was each time forwarded to his voicemail.

Two-days later I finally get an email saying they had stayed too late at a party and decided to just go home.   O.K.,  fine.  How about an email or phone call after the fact?

 

Joey Camb's picture
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My last no show did call and apologise as he had accidentally checked into the wrong place and was really upset that we might have waited up for him etc (bless) did wait up and was furious but had charged him in full so what's more to do. The one before that booked the place (ie me) booked and paid for expensive tickets to a concert and then booked the wrong weekend off work and for the babysitter. I had rung about 6pm to ask their arrival time at least if they had checked their messages I could have resold the room and saved them some money as had 3 lots of people looking. I charged in full as they didn't get back to me till the next day and didn't wait up figured that I had done enough as rang about 3pm for estimated arrival time and then at 9.30 which is last check in. At least both apologised in full.

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06/24/2008

Bet he never read any of the emails and the only reason he knew something was your voice message.  People need to be responsible for their mistakes (there is a rant in me wanting to spill out on this topic.) 

You may be in for a battle with him but I say stand your ground. If he chooses to fight it through his CC company, you have enough to back up your actions and should have no problem winning.

I use to be a softy on these issues but have experienced far to many of these type problems in the last year.  This was HIS error, not yours.  HE had the opportunity to make corrections to this with the emails you sent.  - Heck, hotels provide 1 confirmation email period. 

I do not call those that do not show etc. to tell them they are being charged, nothing good ever comes from that. 

Breakfast Diva's picture
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copperhead wrote:

I do not call those that do not show etc. to tell them they are being charged, nothing good ever comes from that. 

I couldn't agree more!!

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Breakfast Diva wrote:

copperhead wrote:

I do not call those that do not show etc. to tell them they are being charged, nothing good ever comes from that. 

I couldn't agree more!!

I didn't call, I sent the email the next day. Which is what I mentioned, and documented in rezkey.

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Joey Bloggs wrote:
Breakfast Diva wrote:
copperhead wrote:

I do not call those that do not show etc. to tell them they are being charged, nothing good ever comes from that. 

I couldn't agree more!!

I didn't call, I sent the email the next day. Which is what I mentioned, and documented in rezkey.

Oh, I see you called the night OF.  I don't do that either, once we go to bed,  A note tells them what to do after that.  (I use to call, nothing good ever came from that either.)

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copperhead wrote:

Joey Bloggs wrote:
Breakfast Diva wrote:
copperhead wrote:

I do not call those that do not show etc. to tell them they are being charged, nothing good ever comes from that. 

I couldn't agree more!!

I didn't call, I sent the email the next day. Which is what I mentioned, and documented in rezkey.

Oh, I see you called the night OF.  I don't do that either, once we go to bed,  A note tells them what to do after that.  (I use to call, nothing good ever came from that either.)

I never call.

I did call.

I went to a meeting and DH came home early from work to be here for check-in and was locked in here the whole time, I got home from the meeting at 830-ish and he was still waiting, and so I called and left a message. I normally don't, I never do in fact. I am against calling.  But I was hyped up from the meeting and just picked up the phone or DH would have waited even further. We are not the same, we have different M.O.'s.  I said the note was on the front door on the mssg. I DID NOT give them the door code. thankfully. I never do that prior also, and glad I don't.

As always it is the one off's that make things change how you operate. Sometimes it is good so we have our policies in place, sometimes it just ruffles our feathers. As stated, DH and I are different individuals, he RARELY has guest interaction at check in. He is almost a duck out of water now at check ins, he told me.  

Madeleine's picture
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Oops, right. I was thinking you called, but it was an email you sent. What was in the subject line of that email? Wondering why that one got him to open it when the others didn't.

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Madeleine wrote:

Oops, right. I was thinking you called, but it was an email you sent. What was in the subject line of that email? Wondering why that one got him to open it when the others didn't.

No I think it was the call the night of that got him to call. Then he probably read the email. Email subject said "No-show for Reservation #166947"

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OPINIONS NEEDED:

Had a voice message from said guest. He said he thought he had booked the two nights for next week.

He put in the dates, he got the confirmation with the dates and in all caps in the subject line "DOUBLE CHECK YOUR DATES!"

He then got an email saying "Your reservation is three days away!

Our policies are: NO SHOWS are charged the full amount of the stay. This was for two nights. He asked for leeway on the phone mssg, saying "Is there anything we can do."

What would you do? 

If you stay at a hotel or any other lodging and don't show do they say "Okay then, you messed up, come on over next week"

I ask as we are a house divided, DH and I both have differing opinions on this. Do we issue a one night gift cert because he screwed up? Do we say no worries, come on back any time? What say you...in your situation what would you do?

I personally can't imagine not showing up at my vacation getaway and then calling and asking them to give me free nights another time since I messed up. 

gillumhouse's picture
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05/22/2008

I am with Arkie on this. In today's world we read our e-mail every day (you either use a computer or have nothing to do with it, meaning no e-mail addy) and knowing the message progression of RezKey he got a Your Reservation is in 3 days. So unless he was comatose, he got the reminder in time to have called to say Oh-oh, we have a problem.

Even if we are out of town on business, we read e-mails. Do you think he would ever be coming to you again? I doubt it. Charge him and have the Management Response ready. I would not give him a GC for anything - that is saying he does not have to pay the consequences for causing you the grief of a basically sleepless night as if YOU were the party in the wrong.

Yes, we highlight that we are better than hotels but that does not mean we are better suckers for a sob story - we are better with amenities and everything else.

Madeleine's picture
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09/29/2011

You're right, this is a tough one. You personally have no idea if he's lying or what. And you're right that a hotel would not have even bothered to contact him at all. So, what would have happened had he shown up next week? Do you have rooms? Would you even have been around???

Off season like this I would tell them to just come next week. Unless I'm full. In season we usually can't fix a mistake like that and the guest would be out the money. (But this IS off season for me, it may not be for you.)

Now, if you tell them to come next week, like they PLANNED and they say they can't, then they're out the money because they're just making it up as they go along!

We've only had one incident where a guest showed up on the wrong date after we had charged their card for the no show. We charged them again, but neither one of us felt right about it. But that was in season and I was turning away paying guests because we were 'full'. THAT guest said I should have called her! No, you're an adult. Keep track of yourself.

I have a friend who advised me to go halves with the guest on problems like this. I keep half, they keep half.

How much after the fact did they contact you? A day? A week? (Never mind, I just reread the OP.) So, it seems he read at least one email you sent. Or not. Maybe he just replied to the voice mail.

Arks's picture
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05/22/2010

He jumped several hurdles to make the mistake. He owns it. He should pay for it.

One time I didn't pay attention on booking a flight. I set the return trip as the same day as my departure trip. When I discovered my mistake, do you think the airline had pitty? Cost me $300 to correct it. A good lesson for me, and while I hated that it happened, I knew it was my fault, not the airline's.

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Breakfast Diva's picture
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05/26/2009

Is this a busy time for you? Would their room more than likely have been rented by someone else? Is it a slow time next week? Sorry for all the questions, but I tend to have a more lenient opinion when it's a slow time and I know I won't be out any money by accommodating them. If I were busy, NO WAY.

Don't feel bad, if this happened here, we would also be a house divided.

Madeleine's picture
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09/29/2011

Sorry that happened but glad you were able to figure out a way to keep all the guest correspondence in one place!

egoodell's picture
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06/01/2008

I hate no shows. Hate hate hate them. I have been lucky - we have only had two. One we charged and kept the money, the other cancelled the card so we could not charge.

RIki 

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gillumhouse's picture
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05/22/2008

Thankfully I have have very few no-shows - and one of the them, the first actually, called from 6 miles away to tell me I was too far from his destination (I told him it was 10 miles but he was coming in from the Interstate) and then disputed the charge.

I state in my policies and confirmation letter a late cancel or no-show will get a FULL RESERVATION charge. You have blocked the room, either lain awake or slept fitfully with an "ear toward the door", and purchased supplies in addition to the work of getting guest ready. I had not thought about the RezKey correspondence function, but yes, IF I get a no-show, I will compose a no-show letter and send it. I am sorry you had to go through it again. I hope you charged a FULL resaervation charge. (I also charge the tax because I am not going to argue with the State tax dept when they want their share.)

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