When do you have guests pay up

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Breakfast Diva's picture
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05/26/2009
We take a deposit and they pay the balance on arrival
57% (17 votes)
We don't take a deposit and we have them pay on arrival
17% (5 votes)
We take a deposit and they pay on departure
7% (2 votes)
We don't take a deposit and they pay on departure
20% (6 votes)
Total votes: 30
Joey Camb's picture
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I get them to pay on arrival as I want to see a real card and make sure it works in case of damages etc-

they also have to sign in for registration which has on it (1) if there is damage it will be charged to the card and (2) if there is so much mess it requires extra cleaning time then that will be charged to the card - all of which has to be signed.

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Skamokawa's picture
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They agree to one night's deposit when booking online with their cc info, then we run the card at check in.  We're now switching to square for cc.

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Proud Texan's picture
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05/30/2008

We take an automatic deposit when they book online then,  unless they specify a different form of payment at check-in,  I charge their balance on the card of record.   A valid credit card is required at the time they make their reservation so that we have some recourse should there be damages discovered after their departure.  This is all spelled out in our policies that they MUST agree to before their reservation is accepted.

The same goes for phone reservations...I just have to key everything in manually.

Our guest like this because they are pre-checked-in on arrival and they don't have to futz with a bill when they leave.  They receive an electronic receipt for their records.

gillumhouse's picture
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05/22/2008

No deposit. Take cc number to guarantee the rez and collect at check-out. With 3-rooms, it is not likely I am going to miss collecting. I offer being abole to pay with cash or personal check - saves me getting hit with fees.

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10/07/2008

 "Depends"

over all I selected one, but packages prepayment in full, peak weekends require deposit, but majority of the time no deposit is taken, and payment at check out. Opposite of most of you, I know.

BD the reason the reviewer stated is the reason I don't take payment at check in.

If it is a walk in or call from the road, I take payment at check in. Or if they insist. Remember me with the "stepford guests?" Half my guests show up 8-10pm now...so no swiping their card at check in possible anyway... 

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08/07/2008

I always have them pay at check-in.  They need to sign in and agree to our rate and policies.  I like having the business out of the way first thing so we can just relax.  I've had quite a few people check-in with declined credit cards or not have enough money.  What would of happened if I had waited until check-out?  I may have never gotten the money.

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Barry_Manilow wrote:

I always have them pay at check-in.  They need to sign in and agree to our rate and policies.  I like having the business out of the way first thing so we can just relax.  I've had quite a few people check-in with declined credit cards or not have enough money.  What would of happened if I had waited until check-out?  I may have never gotten the money.

Happened to me today at check out. They got their smart phone going and transfered money from one account to their debit credit card and then I swiped it and it worked.

Also have had people go to an ATM and leave one in their party here.

But I have had MORE cards declined on deposits than any other area!!

Breakfast Diva's picture
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05/26/2009

I had a newer innkeeper call me yesterday because they got their first bad review. One of the negative things the reviewer mentioned was that they were put off by having to pay their stay on check-in. In this specific case, the innkeeper does not charge a deposit. Seems pretty sensible to me that the guest would have to pay on arrival!

 

Madeleine's picture
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Breakfast Diva wrote:

I had a newer innkeeper call me yesterday because they got their first bad review. One of the negative things the reviewer mentioned was that they were put off by having to pay their stay on check-in. In this specific case, the innkeeper does not charge a deposit. Seems pretty sensible to me that the guest would have to pay on arrival!

 

If that innkeeper wants to write a mgmt response I suggest she mention in there that NO hotel lets you in without securing your cc info first. This is not some sort of unusual thing to run the cc on arrival.

I do a very good puzzled look when they start questioning why they have to pay in advance.

I have had guests challenge this by saying they never pay for their meal before they eat it at a restaurant and I always ask them how many hotels have they stayed at where they did not give their cc info before being given the key? And did they know that hotels hold funds on that cc for the entire stay. And when was the last time they drove off in a rental car without paying for it?

Then, I graciously explain that it is easier for all concerned to do this now so they do not have to find us when they are ready to leave. When they hear how loud the machine is they get it. Especially when they are eating breakfast!

 

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05/22/2008

 Well if that was all they complained about in the review. I wouldn't worry. A hotel always takes your credit card when you arrive. I just explain it is easier to get this out of the way now and you don't have to worry about it when you are checking out. Made things very simple for me. Most people thought I had already charged their card anyway.  

Breakfast Diva's picture
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05/26/2009

It wasn't the only thing they complained about. Much of it was personal and some of it was how the breakfasts were very similar each day. This couple stayed with us the 2 nights before they went to the other b&b and gave us a rave review which mentioned that one of them had some major dietary restrictions, but on the not so great review, they didn't mention it at all and complained about the offerings. 

I posed the poll question mostly because I was curious what others do.

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10/07/2008

I just read them both. Thanks for that tip.

Well there is no way to defend the other comments, as said once a guest gets in a snicker then they can find fault with everything. From nature onward...not everyone is confident or comfortable meeting dietary specific issues...

BTW I stayed at an inn in North Carolina near Ashville and was served the same breakfast - the exact same one - three days in a row. Did I complain? No, I ate it and enjoyed someone else cooking and serving me.

I always cringe at point by point mgmt responses, esp if not done in a bulleted format. They seemed to respond graciousely, so I give them two thumbs up!

Pls pass on my sentiments "they stay they pay they go away" pay now, go away later on... sorry they had to leave their mark on them in a review.

Madeleine's picture
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09/29/2011

Hold on. They stayed with you and you charged them in advance (either via deposit and/or pay on checkin) and they then went on to slam the next innkeepers for doing the same thing? Sounds like they just didn't like the other place and they are laying it on thick for whatever reason.

Again, I have too much experience with this. Guests sitting in the dining room raving about the last place they stayed to our guests and telling them they REALLY ought to go to XYZ B&B next time they're in the area. EVERYTHING is so wonderful at XYZ B&B. They do this and that and it's just the best. (I can laugh this off at certain times of the year. Other times it's all I can do to leave the room quietly.) I may just have to say, 'Sounds great! I'm going there next time we go away. I need to see what all the hype is about.'

Or, reviews that slam me but you can see where they praise every other place they stayed on the same trip.

Breakfast Diva's picture
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No, we do a combo of the both. We take a deposit ahead of time, but they pay the balance at check-out.

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 I just realized we stayed a mile from there...same beach beginning with an A but nearer the state park - lodging across the street from the beach but still awesome!  Smiling Gorgeous place, how sad to be unhappy there, I cannot even begin to imagine! Maybe they had a fight on the car ride over...

Breakfast Diva's picture
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It really is a beautiful place in a beautiful location. If I were staying there I wouldn't complain about a thing!

Whew! I'm just glad they liked us and we didn't get slammed also. The day they left, the folks checking into their room drove into the driveway, pulled out and disappeared. Never came back. I wasn't even sure it was someone supposed to check in or just someone turning around. She called the next day demanding their money back because "it was quite obvious we were a scam". She wouldn't tell me what the problem is because she kept saying it was obvious, she had our web site printed up and she could prove we were a scam. She said she was going to contact the Attorney General. LOLOL

I don't know what the problem was, but I hope she contacts the Attorney General and not TA! "Obviously" I'm not going to give her money back.

It takes all kinds......

Joey Camb's picture
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04/02/2010

What makes my laugh me ass off is next door to me is a train wreck of the highest order and quite often I get people who have gone in there and refused to stay (bonus) and they are all like "I will report them to harrogate council, blah blah" - im like they have the council round pretty much every week which is a waste of my council tax money (great) and they aint shut down yet! you really think you are the first?

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Breakfast Diva wrote:

It really is a beautiful place in a beautiful location. If I were staying there I wouldn't complain about a thing!

Whew! I'm just glad they liked us and we didn't get slammed also. The day they left, the folks checking into their room drove into the driveway, pulled out and disappeared. Never came back. I wasn't even sure it was someone supposed to check in or just someone turning around. She called the next day demanding their money back because "it was quite obvious we were a scam". ......

It takes all kinds......

Yes, all kinds... all kinds of guests and all kinds of B&B's.  There should be no comparing of either... and I think that is what his guests did.  They (in their minds) were comparing their stay at both inns instead of accepting things as unique at both places. 

Scam????  You went all out on your website, TA, etc.... to make the scam so believable!!!! -  Last summer I had someone call me saying our place looked like a dump and they would never stay here.  I asked where they were, why they thought that.  All they said was GPS directed them to our place and it was nothing like the picture.  They were long gone and would not listen to my directions to 'see MY place' GPS would never stear them astray!  They fought for their deposit back, I won.  Some people are wackos!

Breakfast Diva's picture
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copperhead wrote:

Breakfast Diva wrote:

It really is a beautiful place in a beautiful location. If I were staying there I wouldn't complain about a thing!

Whew! I'm just glad they liked us and we didn't get slammed also. The day they left, the folks checking into their room drove into the driveway, pulled out and disappeared. Never came back. I wasn't even sure it was someone supposed to check in or just someone turning around. She called the next day demanding their money back because "it was quite obvious we were a scam". ......

It takes all kinds......

Yes, all kinds... all kinds of guests and all kinds of B&B's.  There should be no comparing of either... and I think that is what his guests did.  They (in their minds) were comparing their stay at both inns instead of accepting things as unique at both places. 

Scam????  You went all out on your website, TA, etc.... to make the scam so believable!!!! -  Last summer I had someone call me saying our place looked like a dump and they would never stay here.  I asked where they were, why they thought that.  All they said was GPS directed them to our place and it was nothing like the picture.  They were long gone and would not listen to my directions to 'see MY place' GPS would never stear them astray!  They fought for their deposit back, I won.  Some people are wackos!

Glad to hear you won! I'm anticipating the same battle.

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10/07/2008

a scam, quite obvious a scam. oh boy...

See we tell these stories and people just don't get it, we have freaks and weirdos stay at B&B's on occasion, thankfully not often. We also have losers and scam artists.

I forgot all about TA until this reminder, remember last week I had to charge the $50 late check out fee to get them out of here while he pulled his pants back on and she ranted at me (Yeah saying that in here now) and they got the heck out of here...waiting for that shoe to drop here...I am sure it will.

Madeleine's picture
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09/29/2011

I hate that personal stuff. Wonder if they gave the other innkeeper a head's up on their major restrictions?

Breakfast Diva's picture
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05/26/2009

I feel really bad for this new innkeeper. I don't know them, but he called me yesterday because the review really hit him hard. They had no clue there was a problem with this couple. Oh, by the way, the 'bad' review wasn't all that bad, they gave him a 3 out of 5. But you know how it is, especially the first one you get like that. They did know about the dietary restrictions and felt they gave a varied breakfast. It's just so tough when the review goes into personal jabs to the innkeepers.

Madeleine's picture
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09/29/2011

The mgmt response was good, IMO. They explained the guest ASKED for what she had for breakfast, not that she was served the same thing because that's all the innkeeper was ever going to make. At that point it is up to the guest to say, 'I know I asked for egg white scramble but I don't really want that, I want you to figure out what I'm thinking and make that instead.'

And how hard is it to tell the innkeeper there was something wrong with the coffee?

BTW, maybe your friend should put it in the confiration and on the website that payment is due on arrival. (Not that anyone reads as I have had experience with!)

Madeleine's picture
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09/29/2011

Well, tell them to read TA's TOS to see if they were violated. OR, they leave it up there like that with a nice mgmt response that makes the guests look like whiners. Of course that 3 lowers their ranking and may drop them a few places on TA if other inns are getting consistent 5's. (I have too much experience with this. )

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