Why You Should Market to Millennials

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 Why You Should Market to Millennials 

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Update: She fought the $50 late check-out fee, and it was a chargeback from our cc processor.

I saw it on my bank account and called the processor and they said you will get a notice in the mail. I got it 2 weeks later and it said you have by June 6 to reply with evidence, etc.  It WAS JUNE 6 when I opened it. 

It is one of those how much stuffing around is worth it for $50?

I just checked our bank account and saw we were reinstated the $50 by the credit card processor! SCORE ONE FOR INNKEEPERS! 

 

PS Lesson learned from this experience: If you no show for breakfast, don't EVEN think you are going to check out late. Now of course people do, but if you stiff me I will stiff you, so you better not mess with Texas!

Stick to your policies, first HAVE THEM IN PLACE and make sure the guest has signed that they have agreed to them, whether online or in person. Now I await this person on TA...

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Good for you, JB, for sticking to your policies!!!

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 But you can get in the last word..you were right and the ccc backed YOU Smiling!!!!

YEAH!

Breakfast Diva's picture
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EXCELLENT!! Good for you for sticking with your policies. As far as TA goes, I can relate. I've been checking it twice a day for a month because of 3 difficult episodes. So far so good! Hopefully your problem child will just go away! Even if there's a bad review, you'll be able to respond that the cc company sided with you.

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and now it is 11am and they have not left yet, I have a reporter from a local city newspaper coming by shortly. I am so not on my game right now, these people are messing up my entire day...GO LEAVE CHECK OUT. Now I have to go and tell them to leave... (Not my nice guests, these are diff ones today) Now do I stick to my policies and charge a $50 late check out fee. I HATE THIS STUFF!

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I set all the room clocks ahead by 10 minutes. I know most people use their phone for that sort of thing, but it's sitting right there on the nightstand large as life.

And, like you, I hate this part of the biz. Please leave. You were lovely guests but now we need to get on with the day. We might have had lunch plans or dr appts or just want to sit down after being up for the past 5 hours.

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Madeleine wrote:

I set all the room clocks ahead by 10 minutes. I know most people use their phone for that sort of thing, but it's sitting right there on the nightstand large as life.

And, like you, I hate this part of the biz. Please leave. You were lovely guests but now we need to get on with the day. We might have had lunch plans or dr appts or just want to sit down after being up for the past 5 hours.

Nope, not lovely guests at all.

Went up at 10 past 11am as they are obv not leaving, they are in moaning and groaning, banged on the door told them check out WAS 11am, if they want to stay another night I will run their card. Meanwhile, late checkouts are charged a $50 fee.

We didn't know what time check out was, YOU never told us. I said, yes we told HIM, he asked at breakfast, told him 11am. check out time and late check out fee is on your confirmation, on the reservation policies you agreed to and in your room right there.  She says "There is NO WAY we are staying another night HERE!" I hand her the statement with the one ngiht's charge, came down here and ran the $50 fee.  She said "We will be gone in 5 minutes" I can ONLY imagine the state of the room, LORD HELP ME!

Yes I am documenting it all.

Yes I have a reporter here in 30 minutes and another appt at 1215. 

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Oh, THOSE guests. They stayed here last year, remember? Didn't leave until almost 1 PM. Wish I had had their cc to charge as I would have done. $100 for an extra 2 hours. Possibly the worst review we ever got. And, definitely the worst reply I had ever or will ever give to a review!

Guests last week commented on it. 'Don't worry, we'll be gone by 11, we understand the owners get very testy if you're late checking out.'

And, yes, they were about 22 years old. Completely entitled. Nothing was told to them, they had no idea, they were only 30 minutes late checking out, the owners were terrible people. Blah, blah, blah.

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Madeleine wrote:

Oh, THOSE guests. They stayed here last year, remember? Didn't leave until almost 1 PM. Wish I had had their cc to charge as I would have done. $100 for an extra 2 hours. Possibly the worst review we ever got. And, definitely the worst reply I had ever or will ever give to a review!

Guests last week commented on it. 'Don't worry, we'll be gone by 11, we understand the owners get very testy if you're late checking out.'

And, yes, they were about 22 years old. Completely entitled. Nothing was told to them, they had no idea, they were only 30 minutes late checking out, the owners were terrible people. Blah, blah, blah.

See these are the reviews I think I can handle as they will be flipping out and going off, vs one that says breakfast was chintzy or the innkeepers were not friendly, or something.  Typically they freak out and show their true colors...and I had two people here for diff reasons and DH drove past and saw they were still in our parking lot at 1230. Probably taking photos and writing a TA review, or going at it some more...who the heck knows...

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PS One guy is at the table with his ipad the entire time, still there, not even speaking to the other guests this a.m.  I rarely have this midweek, typically older travelers midweek, but just so ya know. At the table with iPad not saying a word to anyone. What a horrible atmosphere, no shows, iPad guy, ... BLECH.

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Electronics at the table...when I deliver the main course I stand there with the plates in my hands and I say, 'OK, kids, breakfast is here, no toys at the table.'

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 Okay let's just saw what a mother sees and what the world sees are two different people. SPECIFICALLY ASK TO LET ME KNOW IF THEY WON'T BE HERE FOR BREAKFAST.

And the outcome? Any guesses?

YOU ALREADY KNOW THE ANSWER.

Listen when I get up early to fix all this food for you and you bloody don't even bother to say we won't have breakfast, then it is just friggin' rude. RUDE RUDE RUDE.

4pm check in, got here at 10pm. btw. This is what it is with the millenial generation, 95% of the time. ME ME ME.

don't stuff me around and expect me to like you. end of rant.

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Joey Bloggs wrote:

 Okay let's just saw what a mother sees and what the world sees are two different people.

I can honestly say that is the truth and dear old mom, at least in my case, ALWAYS sees the worst. (Except swearing. My kids do not swear in front of me. They bleep out the swear words by actually saying 'bleep'. It's funny.)

We should define millennials here because I'm not sure I can say it's a certain age group that skips brekkie. I'm looking at millennials as 20-40 yo. And, like anything else, the 'problem children' seem to be different everywhere you go. CL always used to say she would have retired eons ago if she had my guests.

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Madeleine wrote:

Joey Bloggs wrote:

 Okay let's just saw what a mother sees and what the world sees are two different people.

I can honestly say that is the truth and dear old mom, at least in my case, ALWAYS sees the worst. (Except swearing. My kids do not swear in front of me. They bleep out the swear words by actually saying 'bleep'. It's funny.)

We should define millennials here because I'm not sure I can say it's a certain age group that skips brekkie. I'm looking at millennials as 20-40 yo. And, like anything else, the 'problem children' seem to be different everywhere you go. CL always used to say she would have retired eons ago if she had my guests.

40? 40 could be easily a grandparent.

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The age range I saw online went from a start date of late 70's- early 80's to 1999. But it's in flux. No one seems to have nailed down the age range to a specific start and stop year. But, what I saw was that the naming convention was someone who would be 'of age' at the millennium. So, if we say 20-35? You could still have a grandparent in there, but that's the age range. Gen X would be the cohort between my group and the millennials (aka Gen Y).

Under 20 I think they're calling the boomer echo.

 

 

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All of my Gen Y kids have a plan, they occassionally induldge in a video game, but no one is standing in line at b est b  uy at 4 am waiting for the next new release of whatever is hot that week.

College degrees, or college bound with an eye towards a specific career.  They say please and thank you.  They understand the value of the outdoors, volunteering, and most importantly it is the journey and not always the destination.

Yes they text, they even text me from inside the house.  But even with their ADD and other mild OCD tendancies (they all sort their money in their wallets, not just by denomination but by serial number when time permits, odd little things with the remote controls, folding clothes a particular way), they all are able to have a conversation, make eye contact, and often are more comfortable in the company of a person 15 to 30 years their senior.

So I do agree many of that group are impatient, self centered, and rather shallow, but just as many are well rounded individuals with a great deal to contribute to a conversation.

I for one will market to them, as they are the ones with cash more often than not, the concept of planning for their future and paying for their kids college educations has not fully hit them yet.  They (imvho) like to try new things, experience new places, and staying at a B & B - with or without doilies - is right up their alley.

 

 

 

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I will say that same daughter DID stand in line at a bookstore at midnight for the next Harry Potter book.

I'm sure they all would text me if I had a cellphone! They IM when they see me online. I'd rather that than not knowing what's going on.

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I stood in line! however was working reception shifts and didn't finish till 11.30 just stayed in the hotel which was round the corner from the book shop and nipped out to buy it before I went home!

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Madeleine wrote:

I will say that same daughter DID stand in line at a bookstore at midnight for the next Harry Potter book.

I'm sure they all would text me if I had a cellphone! They IM when they see me online. I'd rather that than not knowing what's going on.

At least they communicate!

I think my oldest DD did stand in line at the bookstore.  But then again she took a college class - I KID YOU NOT - for her degree in psychology called Cosmic Concepts.  It was how the spells in the Harry Potter books could actually work.  Part of some cockamame plot to get college kids to read.  My girls - they are the local library, if you need a good beach book, it is winter and I can't garden book, I need to sleep book, whatever you just go shopping from their bookshelves.  Neither likes the real library  'cause you never know when you might want to read THAT book at 2 am.

I am lucky with my kids and I know it, I in fact tell them that almost every day.  Their idea of troublemaking is not doing their homework because they were up reading all night or fixing mom's car or some other non-hoodlem like activity.  My DS teachers all know he doesn't do it, but even with it being 20% of his grade in some of his college level classes he still pulls out a 96% and never broke a sweat.  Hard to yell at them for that one.

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As a milleniiul (can't spell) Yes some of us are spoilt and selfish but the vast majority arn't. A lot of us where I am from started planning our careers from about the age of 13 as that is what it takes to get what you want. Every person I went to school with has a good degree from a good university ie Oxford and Cambridge you may have heard of and though I went to a less glamerous university many of my fellow graduates are struggling for jobs ie my friend John who has never been out of work has a good degree from a good university and is working in a hardwear store as an adviser.

A lot of the problem is 16-18 out of work they leave school at 16 no qualifications particularly and expect to get a decent job and see the jobs they are actually qualified for ie chamber maid or till person as demeaning. They get a nasty shock when the only jobs open to them are nothing they want to do and the pay is worce. It usually takes them about 2 years to fully understand this and go back to school.

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Yes, there are many like your grands - and mine. I grew up in the country on a farm and parents with little money. I am still trying to figure out how they managed to send us to 4-H camp, band camp, and pay for the gas so I could go to Wheeling Symphony Training Orchestra rehearsals every week. My kids grew up with a couple of "hard-noses" and I am happy to say are raising well-rounded grands - good grades, play music, martial arts, hockey, etc. So far, the grands are kids to be proud of. The only one I went to the delivery room with will not have kids because "she will not let me discipline the animals and I am not going to have kids that ARE animals." He made me proud! The article mentioned short attention span - and I have seen a lot of those.

I am not writing off this latest generation. In the last 4 years I have started seeing something that gladdens my heart. I have seen kids halfway to the parking lot turn around and go back to open a door at the Mall for DH. I have seen them turn around  as they come in to hold the door for him to go out.

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Fear not. Some of us raised those millennials (the date range for their births is pretty widespread) and we did not have gadgets. Heck, we didn't even have a garage door opener.

Those kids got outside because there was nothing inside to keep them amused. Their kids are outside because they don't allow them to hunker down in the house with electronics. (Oddly, like some used to do with dessert, electronics are rewards or only allowed after something else has been done.)

The other day, at a Boy Scout Pinewood Derby,  a kid was raging because his car came in 4th. He cried for 20 minutes. His grandmother thought it was unfair that he didn't get something for his effort. Unfortunately, she turned to my daughter for sympathy. Daughter told her that his 'something' was the time he spent with his parents making the car, the competition itself and the chance to learn how to improve. And, 'There's always next year.'

My daughter has 2 boys competing in these derbies for 5 years now. Neither of them has ever won. They keep trying. They enjoy cheering on their friends and seeing the different car styles. Sure they'd like to win, but they probably never will.

So, take my word for it that there are a lot of millennials out there who weren't raised to be self-centered idjits. And are not raising self-centered idjits in return. Heck, I'm more self-centered than all of my kids put together. Every generation has its faults. Grandma in the above story could have been anywhere from 40-something to 80-something.

We've interviewed for housekeepers every year around this time and we get a lot of college kids. Every last one of them has been a reasonable, grown up, responsible person. My nieces and nephews are decent kids/adults. For every slacker out there are 10 millennials who are not. I would hazard a guess we don't see the worst there is of any generation.

When my generation came to the fore there was a lot of hand-wringing and gnashing of teeth. Yeah, we ruined a lot of this world but we also made a lot of it a better place. The millennials will do the same. It just won't look like what we're used to. Groovy, man.

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We spend so much time and energy trying to get our web sites to give the info easily and quickly and now we are told we aren't good enough because they have the attention span of a gnat. It is my sincere (probably wasted) hope that as LIFE slaps them up the side of the head, they will become more intelligent with a longer attention span so they can actually enjoy LIFE.

It is so sad that they will not be able to look back on bike rides and hikes in the woods or playing ball. All they will remember is playing some video games. That is so solptary. I hope they actually have friends and learn to talk to each other instead of texting. I admit to being an old crone.

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