Coordinator of event doesn't show. How would you handle this?

Guest booked all available rooms for a group for a whole weekend. Repeatedly called to ask if the other rooms had opened up, they needed all of them. Did I know any other place nearby they could get more rooms? I did tell them a few other places but I did not have any other rooms here for the rest of their party. Called to cancel half the stay the day before arrival. No can do. Called back to say they would take all the rooms like planned. Coordinator was to show up to pay the outstanding balance on Friday. No show. Several of the guests said the coordinator would be here today to pay. No show.
I have already run the card for all the nights booked even tho not every room was used. (Yes, talking about an event that has taken place, not one in the future.)
Question: do I mail the cc receipts and the statement to the coordinator or just let it alone? Obviously I am concerned about the coordinator stating the cc charges were not approved as there is no sig. I could wait until tomorrow and see if I get a call.
This person has done the book and cancel thing before but has always showed up to pay for rooms taken which is why I didn't try to call. A different time they booked all the rooms at 2 inns, reserved massages and then canceled the day before arrival. It's a regular thing which is why I took a hefty deposit of $1000 this time.

I'm speechless. Honestly awestruck. Hope someone has some advice, other than to lock yourself in a room and break everything in sight.

Im really sorry this happened to you. At this point it sounds like this is a common thing for this company to do this. Im sure they already know what is being charged. No point in telling them again. You should not have to run people down to give them a copy of their final bill. If they have done this to you before I would change your policy with them. I would make sure they pay their bill in full when booking. Then you wont have to stress about it anymore with this group.

I wouldn't do anything unless she contacts you.
At the time you took the $1,000 deposit, was there anything in writing or e-mail which explained the cancellation policy?

they will ask for it eventually as they will need it for their accounts - have no sympathy if they are a company as I am sure they will have charged the group in full on booking - however id change my policy to pay in full for this company

I think I would not be booking them again unless they paid in full UP FRONT. Charge and don't worry about them. If they are concerned they will contact you and then you can let them have it!

I think the dilemma is that while they are PITA's as far a business goes, you don't want to lose their repeat bookings at a (slow?) time of the year. I wouldn't worry about the charge, sounds like they are sloppy operators.
Perhaps a nicely worded letter to the effect that while you value their business, you only have so many rooms and depend on people honoring their bookings...a copy of your policy statement, and an understanding that in the future they pay in advance and you will be happy to reserve all your rooms for them?

Breakfast Diva said:

I wouldn't do anything unless she contacts you.
At the time you took the $1,000 deposit, was there anything in writing or e-mail which explained the cancellation policy?.

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Breakfast Diva said:

I wouldn't do anything unless she contacts you.
At the time you took the $1,000 deposit, was there anything in writing or e-mail which explained the cancellation policy?

Click to expand...

Yes. It was all in an email. Of course, when the cancellation came up at the last minute the coordinator said there was nothing to indicate any responsibility on the part of the company for anything. It's in there, I checked.

white pine said:

I think the dilemma is that while they are PITA's as far a business goes, you don't want to lose their repeat bookings at a (slow?) time of the year. I wouldn't worry about the charge, sounds like they are sloppy operators.
Perhaps a nicely worded letter to the effect that while you value their business, you only have so many rooms and depend on people honoring their bookings...a copy of your policy statement, and an understanding that in the future they pay in advance and you will be happy to reserve all your rooms for them?.

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I knew going into it what the reputation was. Because they needed so many more room nights than they could get here I figured we were safe from the cancellation bug!

Madeleine said:

Breakfast Diva said:

I wouldn't do anything unless she contacts you.
At the time you took the $1,000 deposit, was there anything in writing or e-mail which explained the cancellation policy?.

Click to expand...

Breakfast Diva said:

I wouldn't do anything unless she contacts you.
At the time you took the $1,000 deposit, was there anything in writing or e-mail which explained the cancellation policy?

Click to expand...

Yes. It was all in an email. Of course, when the cancellation came up at the last minute the coordinator said there was nothing to indicate any responsibility on the part of the company for anything. It's in there, I checked.
.

Click to expand...

Madeleine said:

Breakfast Diva said:

I wouldn't do anything unless she contacts you.
At the time you took the $1,000 deposit, was there anything in writing or e-mail which explained the cancellation policy?

Click to expand...

Yes. It was all in an email. Of course, when the cancellation came up at the last minute the coordinator said there was nothing to indicate any responsibility on the part of the company for anything. It's in there, I checked.

Click to expand...

Isn't always the case? It is not them, oh no...
So how are the people she/he puts into your place? Are they good guests? If so, then if you decide to take them again, I agree, payment in full at time of booking. And in your confirmation put in big bold bullets - Cancel by MM, DD, YYYY and no refunds after that date. I am sure you cover it well anyway but sometimes you must resort in SLAPPING them in the face with the facts.

Madeleine said:

white pine said:

I think the dilemma is that while they are PITA's as far a business goes, you don't want to lose their repeat bookings at a (slow?) time of the year. I wouldn't worry about the charge, sounds like they are sloppy operators.
Perhaps a nicely worded letter to the effect that while you value their business, you only have so many rooms and depend on people honoring their bookings...a copy of your policy statement, and an understanding that in the future they pay in advance and you will be happy to reserve all your rooms for them?.

Click to expand...

I knew going into it what the reputation was. Because they needed so many more room nights than they could get here I figured we were safe from the cancellation bug!
.

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I think that for safety's sake, when someone reserves over X rooms (maybe 3), maybe the whole reservation should be prepaid, with no cancelations allowed. You could word it in the confirmation and on the website as: "Please note that reservations that exceed 3 rooms require a 100% deposit, which is non-refundable, non-changable and non-cancellable."

What can one say........... except " their Hotel people".

EmptyNest said:

I think I would not be booking them again unless they paid in full UP FRONT. Charge and don't worry about them. If they are concerned they will contact you and then you can let them have it!.

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EmptyNest said:

I think I would not be booking them again unless they paid in full UP FRONT. Charge and don't worry about them. If they are concerned they will contact you and then you can let them have it!

Click to expand...

What are the chances of a charge back on the deposit, or on the charge of the balance due?

copperhead said:

Madeleine said:

Breakfast Diva said:

I wouldn't do anything unless she contacts you.
At the time you took the $1,000 deposit, was there anything in writing or e-mail which explained the cancellation policy?.

Click to expand...

Breakfast Diva said:

I wouldn't do anything unless she contacts you.
At the time you took the $1,000 deposit, was there anything in writing or e-mail which explained the cancellation policy?

Click to expand...

Yes. It was all in an email. Of course, when the cancellation came up at the last minute the coordinator said there was nothing to indicate any responsibility on the part of the company for anything. It's in there, I checked.
.

Click to expand...

Madeleine said:

Breakfast Diva said:

I wouldn't do anything unless she contacts you.
At the time you took the $1,000 deposit, was there anything in writing or e-mail which explained the cancellation policy?

Click to expand...

Yes. It was all in an email. Of course, when the cancellation came up at the last minute the coordinator said there was nothing to indicate any responsibility on the part of the company for anything. It's in there, I checked.

Click to expand...

Isn't always the case? It is not them, oh no...
So how are the people she/he puts into your place? Are they good guests? If so, then if you decide to take them again, I agree, payment in full at time of booking. And in your confirmation put in big bold bullets - Cancel by MM, DD, YYYY and no refunds after that date. I am sure you cover it well anyway but sometimes you must resort in SLAPPING them in the face with the facts.
.

Click to expand...

Guests are very nice people.

Ok, your question was - should you send them a receipt?- I would. Don't make them wait until their statement arrives. Actually I would call them and tell them that they can expect to receive the receipt in the mail.