And yet another one

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Madeleine's picture
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09/29/2011

Who made their own rez (so had the opportunity to select among the rooms, photos, descriptions, etc), was sent a confirmation with DETAILED info and seems surprised to find their bathroom across the hall.

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Madeleine's picture
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And another one tonight. And this one waving around her confirmation WITH ALL THE DETAILS insisting this is not the room she booked. She's had that confirmation for 2 MONTHS and now she's saying it's not the room she booked.

Fine. We're moving her. But it's going to cost her not us. She booked the cheapest room and she's going to have to pay the difference.

READ people. For the love of Mike, READ before you book. Or after you book. But before you arrive and get all snooty.

Iris's picture
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Madeleine wrote:

And another one tonight. And this one waving around her confirmation WITH ALL THE DETAILS insisting this is not the room she booked. She's had that confirmation for 2 MONTHS and now she's saying it's not the room she booked.

Fine. We're moving her. But it's going to cost her not us. She booked the cheapest room and she's going to have to pay the difference.

READ people. For the love of Mike, READ before you book. Or after you book. But before you arrive and get all snooty.

Reading all the wonderful information that we put out there is asking too much.  If it's not in pictures, it does not get noticed.  I cannot tell you how many times people will ask me if linens are included in the cottages.  Ummmm, did you read all that wonderful info I worked hard to put on paper so that you don't have to ask questions? grrrrrrr.... 

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Generic's picture
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02/24/2011

Do your confirmations specifically say which room they booked?

 

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Madeleine's picture
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Eric Arthur Blair wrote:

Do your confirmations specifically say which room they booked?

 

Specifically the name of the room and the same description as online. So, DH showed her right on the confirmation she was waving around where it said exactly what room she had, pointed to the door and showed her the name of the room and then pointed to the description and let it sink in.

Generic's picture
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02/24/2011

We had the same last week with an add-on. So we pulled up and forwarded them the original email confirmation.

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06/24/2008

Madeleine wrote:

And another one tonight. And this one waving around her confirmation WITH ALL THE DETAILS insisting this is not the room she booked. She's had that confirmation for 2 MONTHS and now she's saying it's not the room she booked.

Fine. We're moving her. But it's going to cost her not us. She booked the cheapest room and she's going to have to pay the difference.

READ people. For the love of Mike, READ before you book. Or after you book. But before you arrive and get all snooty.

WE can only do so much.  It is up to the guest to verify that the room and rate are correct on their confirmation.  This 'customer is always right' thing is for the birds - read people.   Glad you are charging her for the change in room. 

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06/26/2008

It does not matter that you have it on your website and the confirmation-it is called selected reading-you only see what your like. We have B&B and short term self catering accommodations. Had reservation recently for a self catering apartment, week later they emailed because after one week they finally noticed on their confirmation "Wisteria-self catering 1 bedroom apartment-no breakfast..."

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05/22/2008

crying

TheBeachHouse's picture
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06/24/2013

We have one room with a hallway bath.  The description says, private bath steps away down the hall.

Am I learning that people don't understand that to mean 'not attached?'

uh-oh.  Smiling

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Madeleine's picture
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09/29/2011

It's not that they don't understand it, it's that they never see it. Mine says you don't share the bathroom, it's just for that room and still guests stand in the hallway and ask, 'So what about these other rooms? Where is THEIR bathroom?' like I lied to them or something.

BTW, I have a floor plan. It shows where the rooms are in relation to each other. Bathrooms are all labeled.

What you will find is no matter how much info you provide someone won't see it. But provide it anyway.

And what you will find is that every single guest will insist that it is not a 'private' bathroom because it is in the hall. They will not, however, be able to give you another word for it. Eye-wink

When we bought this place, we were told that room was 'functionally obsolete' and the inspector was not going to include it for the bank appraisal. 8 years later? It pays for itself every year. This year, with a slightly reduced price from last year, it is running 52% occ for June-July. Not bad for 'functionally obsolete'.

Generic's picture
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02/24/2011

I had a call today, thought they booked one room, but had booked a different room... the room that they wanted. Odd.

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