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Hillbilly's picture
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10/22/2011

Ok, I have a little problem. This has never happened to me before. I had a cancellation yesterday for 3 nights for this weekend. I told them our cancellation policy and they said ok. The policy is this. When they book reskey charges a one night non refundable deposit. If they cancel within 30 days of their arrival date it's a 100% unless we can rebook it. So they called a few min ago to tell me they made a mistake and they had booked another property in town. But they cancelled the wrong property and they want to stay at ours. In the middle of the night I had a reservation come in for their room that they had rented. But the new guests are only staying two nights. Leaving the last night of the original guests stay available. What would you do?

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Hillbilly's picture
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Well, I used your advice and they actually moved their reservation to April! I bet you they call and try to use this card! "we need to cancel and we are outside of your 30 cancellation policy so we get a refund right?"

Madeleine's picture
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Bob wrote:
Well, I used your advice and they actually moved their reservation to April! I bet you they call and try to use this card! "we need to cancel and we are outside of your 30 cancellation policy so we get a refund right?"

Whenever someone moves their reservation out I make sure they understand that the ORIGINAL cancellation date is still in effect. So, move this week's rez out to April? You're on the hook as of this week, not 'count back from April'. That has stopped the 'move-cancel' slimy tactic.

 

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Generic's picture
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My policy, charge the cancellation. Put it as a credit on the new reservation. Mark that the credit cannot be moved and does not apply to fees. So if they cancel again, a second cancellation charge applies.

You have the money in the bank. And they know that they can be on the hook for another fee, in spite of your good will.

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Hillbilly's picture
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Im going to add that for sure! Great idea.

Thanks for that!

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Madeleine wrote:

Bob wrote:
Well, I used your advice and they actually moved their reservation to April! I bet you they call and try to use this card! "we need to cancel and we are outside of your 30 cancellation policy so we get a refund right?"

Whenever someone moves their reservation out I make sure they understand that the ORIGINAL cancellation date is still in effect. So, move this week's rez out to April? You're on the hook as of this week, not 'count back from April'. That has stopped the 'move-cancel' slimy tactic.

 

Put that in writing I would say, on a NEW confirmation. Good thinking 99.

But like my GC guests, who finally stayed with us, and were very old, couldn't hear, and almost brought a 15 year old with them. We have to roll with the punches. They were amazing and delightful. They were pitas before they actually got here, finally. 

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Madeleine's picture
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Yes, it is in writing in the new confconficonfirmation.

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Madeleine wrote:

Yes, it is in writing in the new confconficonfirmation.

do you have the hiccups? haha

Madeleine's picture
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Joey Bloggs wrote:

Madeleine wrote:

Yes, it is in writing in the new confconficonfirmation.

do you have the hiccups? haha

The tablet stutters. Don't make fun of it, it's sensitive.

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Bob wrote:
Well, I used your advice and they actually moved their reservation to April! I bet you they call and try to use this card! "we need to cancel and we are outside of your 30 cancellation policy so we get a refund right?"

Ruh roh

That is almost a sure bet.

Madeleine's picture
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Sounds like they figured out you were going to charge them and the other place wasn't. My take? Sorry, they canceled and you rebooked for 2 of the nights. If they want the third night, fine, but they can't have 3 nights. Sort of a win-win because they get to use their money and you get 3 nights. They can figure out how to handle the other 2 nights.

Breakfast Diva's picture
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Madeleine wrote:

Sounds like they figured out you were going to charge them and the other place wasn't. My take? Sorry, they canceled and you rebooked for 2 of the nights. If they want the third night, fine, but they can't have 3 nights. Sort of a win-win because they get to use their money and you get 3 nights. They can figure out how to handle the other 2 nights.

Yep. Maddie gave the best solution. If they want the 3rd night, fine. If not, you still get to keep the deposit. Maybe this will teach them not to double book in the future!

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06/24/2008

Madeleine wrote:

Sounds like they figured out you were going to charge them and the other place wasn't. My take? Sorry, they canceled and you rebooked for 2 of the nights. If they want the third night, fine, but they can't have 3 nights. Sort of a win-win because they get to use their money and you get 3 nights. They can figure out how to handle the other 2 nights.

Best solution here! 

And as K said, they planned on canceling one of them from the beginning, your fee must have been harder on the pocket than the other! 

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08/28/2011

If somebody reserved a spot, but canceled, and then somebody else came along and booked that spot, but for a shorter time, then I would pro-rate the refund of the confirmation deposit that the first party paid.

If the first party replied and said they wanted to stay after all, then I would offer them another spot (cottage/room) if I had one available, since the spot they had originally booked is no longer available. If I had no vacancy, then I would refer them to other similar places in my local network.

 

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10/07/2008

I need a translator. Woo...that is complicated.

The new booking usurps the old one, since they canceled. Would be my guess, and is there still place at the OTHER inn?

Hillbilly's picture
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10/22/2011

Come on JB, thats as clear as mud! Smiling I have already charged the first couple for cancelling. Now they want it back and I do not have it available except the last night of their original stay they booked. Im not sure if the other Inn has any rooms left.

gillumhouse's picture
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05/22/2008

When did they decide they cancelled the wrong one? When they realized they were going to pay regardless? THEY cancelled, not you. Tough to be them isn't it. They have no regard for the other inn do they! Not you fault they made reservations at 2 inns for the same days. Their plan from the beginning was obviously to screw one inn or the other.

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