On the topic of not catching a break...

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Madeleine's picture
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09/29/2011

As you may have read, we were away this week. We usually 'pay' for our getaways with incoming reservations. This time, to go along with the crappy hotels? Just refunded over $2000 in canceled reservations. 24 room nights. Last month? 21 room nights canceled.

Like JB says, innkeeping ain't for wimps.

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Iris's picture
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Holy cow, I would be crying. 

Sorry to hear this

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MountainMystery's picture
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Wow...I would cry! I've had only two cancelations so far- which would have been my first 2 sets of guests- but they were definitely not worth that much and were due to severe weather so it was understandable. I guess my advantage of being tiny is no groups to worry about!

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Madeleine's picture
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justmeinmd wrote:

Wow...I would cry! I've had only two cancelations so far- which would have been my first 2 sets of guests- but they were definitely not worth that much and were due to severe weather so it was understandable. I guess my advantage of being tiny is no groups to worry about!

This has been the year for cancellations. The first one was a 7-nighter on our opening weekend. (We close for 6 weeks in the winter.) So, there we were with no one but ready to reopen! 66 room nights canceled since the beginning of the year.

It happens. We get used to it. As far as I can tell, most of them had 'real' reasons. One has just made it her policy to serially cancel each new reservation she makes. She's done that 3 times already. I get a $25 cancellation fee so I'm actually making money by her not showing up. I fill the room with another guest AND collect $25 from her.

white pine's picture
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02/02/2010

Ouch!  That is a pain in the pocketbook.  So Sorry!  Were those group reservations?

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Madeleine's picture
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2 large group reservations and then a slew of one- and two-nighters. And, everyone begging for leniency and their money back. Or, if not that, then using the money at a later date.

One cancellation came in on Wed for this weekend. I told that one she would lose her $1000 deposit and still owe for the remaining nights. Amazingly, the group can come now.

Because we did institute the cancellation fee it is not a complete drain. I will say that it doesn't appear that anyone understood that the fee applied to every room booked, not just a one-time fee.

Joey Camb's picture
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04/02/2010

When its groups like that I think its worth putting on the confirmation email - the cancellation fee does apply to each room booked, in big red writing.

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Arks's picture
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05/22/2010

Madeleine wrote:

One cancellation came in on Wed for this weekend. I told that one she would lose her $1000 deposit and still owe for the remaining nights.

So glad you stuck to your guns, and to your policy. Those policies are wonderful things to keep you focused on what to do in these difficult situations. Glad at least that one worked out!

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Madeleine's picture
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Arkansawyer wrote:

Madeleine wrote:

One cancellation came in on Wed for this weekend. I told that one she would lose her $1000 deposit and still owe for the remaining nights.

So glad you stuck to your guns, and to your policy. Those policies are wonderful things to keep you focused on what to do in these difficult situations. Glad at least that one worked out!

Had to manually run the card- the organizer never showed up. The second round of attendees for this group gathering started rolling in at 11:30 AM.  We finished cleaning the last room at 11:15.

white pine's picture
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02/02/2010

That is just sickening.  I loathe that type of situation.  So awful to come home to. 

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