Sending guests away

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Morticia's picture
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Am I weird? (Don't answer that, it's rhetorical )

Here's the situation- had a caller earlier who wanted to book an add-on that I have. She really wanted to be in the city, not in the 'burbs where I am. She wanted the package but didn't really want to stay here as we're not the location she wants. So, I talked to her for awhile, to see what she wanted to do with her time in the area. All she really wants is the add-on part and she wants to be in the city, where there are different shops than here.

The add-on I have involves having a consultant come in to work with the guest here. So, what I did was give the guest the consultant's phone number and tell her she should meet with the consultant on her own time and plan her stay where she wants to, rather than 'making' her come here.

Upshot is that I lost a guest booking for one night. BUT, she is involved with a group coming here for a convention and she said I was so honest with her that she's going to recommend me to the group.

May work, may not.

So, when faced with a guest who obviously wants to be elsewhere but wants a package you have (let's say this is a massage therapy package), how would you handle it?

  1. Make them stay with me, I invested all the time lining everything up;
  2. Give them the info to get in touch with the therapist themselves (she has a business doing this so she's in the book);
  3. Other

 

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Most people die of a sort of creeping common sense, and discover when it is too late that the only things one never regrets are one's mistakes. - Oscar Wilde

 

gillumhouse's picture
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Had a call yestrday from a lady checking availability and how close are you to... I asked where in the town they are visiting family in and she told me and she also said she had a child. I asked how old and she told me 8 months but she sleeps 12 hours a night... I said I was just asking to know whether it would be porta crib or cot.

I also told her about the inn 10 miles from me and gave their number but said I do not know their children policy (I really do not) and told her, yes, they are sctually closer than I am. Did not hear from her this morning so figured she went to the other inn. She booked online this evening. She was impressed I gave her the number of the other inn - I told her they were very nice as they had also been inspected by the Association as I had been. I do not know what made her choose us unless it was the porta crib and I have a high chair.

Morticia's picture
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Sent two more away the other night. Walk-ins who wanted to only spend $100. I told them where else to look and they came back and thanked me for being so gracious. (See, I can do gracious at 7 PM when the doorbell rings, but not at noon!)

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Good for you. You don't need bargain hunters...none of us do!!!! Send them to Motel 6

Morticia's picture
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catlady wrote:

Good for you. You don't need bargain hunters...none of us do!!!! Send them to Motel 6

Ha ha. Just took a call from a woman using the AAA book. We are listed right below Super 8. The number of calls I get for them, I tell ya. It probably works the other way as well. This poor woman wanted to know our 'best AAA rate' for Columbus Day weekend for one night. Hey, I have ONE room open for ONE night that weekend and it's going to sell for full price. When I told her the rate, she thanked me and passed out.

I actually liked the $100 couple. He waited downstairs so as not to track on my carpets in his biker boots. They were very nice, we chatted outside while I directed them to the less expensive inn. They caught on right away, tho, that there was a catch in the pricing. 'So, what's that place like?' I said they'd have to make that decision on their own.

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"you know the old saying..you get what you pay for!'  that should tell them enoughSmiling

Morticia's picture
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catlady wrote:

"you know the old saying..you get what you pay for!'  that should tell them enoughSmiling

I'm trying that old 'more flies with honey' thing. Be polite, be helpful, maybe they remember us when they have a little more money. The Italians who got the brochure from someone who stayed here in July took one with them. I said, 'Oh good, give that to another friend, I'll meet the whole town one couple at a time!'

IronGate's picture
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I wouldn't want anyone in my home who didn't want to be there.  The tension would spill over to the other guests and ruin their impression of your inn.  Not a good situation, and certainly not one that will generate the goodwill that causes repeats and referrals.  You know what they say, a happy customer will tell three people, but an unhappy one will tell three thousand.

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YellowSocks's picture
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I would have done the same as you, I think.

=)
Kk.

gillumhouse's picture
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I would then say, these are B & Bs in that city but be aware I do not know anything about them. We have our annual Directory so I have the numbers of our members at my fingertips and do know most of them or have at least visited and toured.

JunieBJones (JBJ)'s picture
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I am not a salesman, I let many of them get away as I don't want to FACE them in person being unhappy here.  I am always forthright (Stop laughing, I know, y'all already know that), and that is how I live, whether I lose a booking or gain ten.  It all comes out in the wash and i am happier and they are happier.

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"What the country needs is dirtier fingernails and cleaner minds." Will Rogers

 

Morticia's picture
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JunieBJones (JBJ) wrote:

I am not a salesman, I let many of them get away as I don't want to FACE them in person being unhappy here.  I am always forthright (Stop laughing, I know, y'all already know that), and that is how I live, whether I lose a booking or gain ten.  It all comes out in the wash and i am happier and they are happier.

Yeah, that's me. If they are on the fence, I can talk to them about why this is a good place. If they don't want to be here, I am not going to convince them. That is too much stress. She really wanted a nightlife scene and lots of little, eclectic shops. I have outlets. Not the same thing by a long shot.

And, yes, I'm funny as well as weird. Or funny weird.

JunieBJones (JBJ)'s picture
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"You are funny"  is that funny ha ha?  I won't answer. 

gillumhouse's picture
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The only thing I am adament about you stay here or forget it is with the stabling. I pay all the web sites, ads, phone calls etc so I need mine. Don't like it, go a different route or find another stable - good luck.

I have given the directions to the stable when I was going to be out of town though and gave them the number of the local motel - telling them it is not up to our standards BUT it is a place to stay. Or when I am full I do not care where they stay but they pay the escort fee to the stable.

I am pretty much OK with giving phone numbers of other MABB members - if I cannot get them, at least I want one of my other members to get it.

Morticia's picture
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05/22/2008

I don't know anyone in the city who has a B&B. There are a couple, I just don't know how they're run. They all seem to be owned by the same person.

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