Do you print guest statements? Available to them at check in or check out (not email confirmation)

21 replies [Last post]
Offline
Joined:
10/07/2008
Yes, every reservation has a printed statement at check in/check out
54% (14 votes)
Yes, if they ask for one ie business guests (otherwise not for every guest)
27% (7 votes)
Rarely
12% (3 votes)
Never
8% (2 votes)
Other
0% (0 votes)
Total votes: 26

__________________

Gluten free is never free. - Joey Bloggs

 

Offline
Joined:
10/07/2008

 This is what happened to me today. Guest who changed from two nights to a single (as you know we were full of one nighters, and will continue to be!) and as he handed me the key said "Okay we're square" and I said "Sure thing, right after you settle up...here is your statement"

Long story short he was here with another room, he sent a check to the other couple. Okay, that is nice, but you didn't send it to me, so why do you think you are square?

He got all flustered. Older man.

Not my problem old fella simmer down, work it out with your friend either before you arrive at this inn or after.

So I ran his card.

The friend pulled me aside after they left to tell me the scenario, and me says "I guess you need to mail him a check then."

So, old fella got his statement, paid for his room and checked out. Done deal.

Offline
Joined:
06/24/2008

Joey Bloggs wrote:

The friend pulled me aside after they left to tell me the scenario, and me says "I guess you need to mail him a check then."

Yeah, what a friend!  He takes the money but fails to let the INN know who was paying for the rooms. 

I get the other way around.  One person books the rooms for the lot (business guests traveling for conf.) and tells ME each were covering their own rooms on arrival.  (Of course the one guy knows since HIS card is being held, he is responsible for no shows.) 

Then on arrival when I state I take payment upfront and ask for their cards, they all look at me with a blank stare.  Scramble to call spouses or check balances before handing me the card.  The one that booked looked discussed.  HE should have made sure they knew, not leave it all on me!!! 

Hillbilly's picture
Offline
Joined:
10/22/2011

Unless they ask for a copy.  I do everything now by email or text.  Its amazing how many people text me for questions.  Times are changing.  I hate paper statements.  They get lost. 

__________________

Hillbilly

 

Arks's picture
Offline
Joined:
05/22/2010

Bob wrote:

Unless they ask for a copy.  I do everything now by email or text.  Its amazing how many people text me for questions.  Times are changing.  I hate paper statements.  They get lost. 

I know a lot of people would be hesitant to give our their cell phone number for guests to text to, but remember that you can also send a text message to an e-mail address. I think I'll change my web contact page to say, "Send text messages to this address: me@mydomain.com"

__________________

All saints can do miracles, but few of them can keep hotel. ~ Mark Twain

 

Hillbilly's picture
Offline
Joined:
10/22/2011

That would work as well. That will work if you respond within a few min.  I have all of our numbers transfered to my cell.  I have my cell on me all the time.  I send out emails and everything from my phone.    I have been giving my cell number out to all of our guests and it has been working great.  They think that is really cool that we do that.  So many people text these days. So what ever it takes to make the customer happy (within reason) we will!

Arks's picture
Offline
Joined:
05/22/2010

Bob wrote:

That would work as well. That will work if you respond within a few min.  I have all of our numbers transfered to my cell.  

Just realized: I'm using Google Voice to manage phone calls, so it's easy. Rather than texting my e-mail address, they can send a text message to my Google Voice phone number, Voice then immediately forwards it as a text to my phone. If somebody abuses the use of the number, it just takes one click in the Voice main screen to block that number.

Arks's picture
Offline
Joined:
05/22/2010

Same as PT. Everybody gets an e-mail from ResKey showing charges, payments, and zero ending balance. We can print it from ResKey for those who want it printed, but that's been very rare.

Offline
Joined:
05/30/2008

Absolutely...I wanted the guests to have the info.  And I printed a copy for myself that went with the registration form.  Glad I did because when I closed the biz, there was no option to keep electronic copies of the info from my PMS company which was quite a disappointment. 

Yes, it is all on paper should it be questioned rather than e-files.

__________________

People don't notice whether it's winter or summer when they're happy.
~ Anton Chekhov

 

Highlands John's picture
Offline
Joined:
04/16/2010

Bizzarly, I've had people say "oh no, we paid the full room rate up front when we booked". When I produce a statement showing that they were only charged a deposit they are happy with that, when in fact I could put anything I like on the statement. If push comes to shove it proves nothing.

In reality we never charge the full amount up front.

__________________

If you wanted hotel facilities you should have booked a hotel and paid hotel prices!!!

 

Offline
Joined:
10/07/2008

Highlands John wrote:

Bizzarly, I've had people say "oh no, we paid the full room rate up front when we booked". When I produce a statement showing that they were only charged a deposit they are happy with that, when in fact I could put anything I like on the statement. If push comes to shove it proves nothing.

In reality we never charge the full amount up front.

John, I have never every guest say that, 2 day stay, 5 day stay, doesn't matter.  

Madeleine's picture
Offline
Joined:
09/29/2011

Highlands John wrote:

Bizzarly, I've had people say "oh no, we paid the full room rate up front when we booked". When I produce a statement showing that they were only charged a deposit they are happy with that, when in fact I could put anything I like on the statement. If push comes to shove it proves nothing.

In reality we never charge the full amount up front.

We've had that, too. Guests are on a 3-week holiday and they don't remember which places charged what or if breakfast is included or they have to find a restaurant in the morning.

__________________

Everyday, for good or ill, we intersect with some else's story and become a part of it.

 

Offline
Joined:
05/30/2008

Forgot to mention that there are also copies of the cc receipt.  The statement just reflects the days of the stay, etc.

Offline
Joined:
10/07/2008

Samster wrote:

Forgot to mention that there are also copies of the cc receipt.  The statement just reflects the days of the stay, etc.

Right I was asking about the statement as that shows the breakdown of room nights, taxes, discounts etc.

The other MAIN reason they get this statement, our policies are on it, what to do if you took a key, what you will be charged if you smoked in our room, contact info, etc

Offline
Joined:
05/30/2008

I think it's a good idea to provide a statement.  People are all abuzz with departing, getting home or to the next destination, etc. and they forget those details you mention.  I know you handle payment differently than I did.  I liked giving them the statement also when they left to remind them of their charge details, especially any discounts! Also, that was when I handed them a recipe card or photo card. 

Having them sign the registration form at check-in was something that I started not long into starting up the biz because of the signature for the policies, including damages and loss of guest items.  We all know that we tweak what we do to suit what transpired with our guests. 

We had some university guests (their stay was paid for) that only got the registration form from the PMS to sign re: policies since they had not agreed to policies upon reservation.  But, it also let them know what the university was coughing up for their lodging.  The paper statements had to be mailed to the finance office at the university for me to get reimbursed.

Yes, it was 2 separate pieces of paper for most guests, but for me it worked. 

Madeleine's picture
Offline
Joined:
09/29/2011

Joey Bloggs wrote:

Right I was asking about the statement as that shows the breakdown of room nights, taxes, discounts etc.

The other MAIN reason they get this statement, our policies are on it, what to do if you took a key, what you will be charged if you smoked in our room, contact info, etc

That is our reg form. The guest signs it, I keep it. I will give a statement to those who need to claim it for reimbursement. THAT doesn't have any policies on it, just the facts ma'am.

Generic's picture
Offline
Joined:
02/24/2011

 Rarely. They get it all emailed to them, if they want. We gave up paper and toner for lent.

__________________

Permission to quote in whole or in part, other than usage on this forum, is entirely forbidden.

 

Highlands John's picture
Offline
Joined:
04/16/2010

Yes, I print every guest a statement at check-out. It has all the details of charges, deposits, remaining balance and any extras they have had.

Madeleine's picture
Offline
Joined:
09/29/2011

I haven't answered because we print a registration form for every guest to sign. A guest statement that shows they paid, dates of stay that is for them to take with them we print on request only.

Just wanted to be sure which one you meant.

Breakfast Diva's picture
Offline
Joined:
05/26/2009

Because we deliver breakfast and may not see them until check-out each day, we print their invoice and put in on their delivered breakfast tray/basket with breakfast delivery. We charge the balance on departure, so having their invoice gives them the info they need to prepare for payment and is also a great reminder of when check-out is. I highlight and bold the check-out info on the invoice.

Silverspoon's picture
Offline
Joined:
10/16/2011

 Every guest gets a printed confirmation once their deposit is paid.  Business customers and any one who requests one, get a final statement of payment as well.

__________________

Gardens are not made by singing "Oh, how beautiful" and sitting in the shade.
Rudyard Kipling (1865-1936)

 

Proud Texan's picture
Offline
Joined:
05/30/2008

We use Reservation Key and the guest gets an itemized statement of their payments and balances via email.   Only when someone pays by cash or check OR adds a package after-the-fact do I provide a printed statement. 

Comment viewing options

Select your preferred way to display the comments and click "Save settings" to activate your changes.