Angry guests

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What are your stories?

They got mad at us because 

we asked them to speed up their check out an hour and half pass check out time

We asked them to return our nice pillow and take back their old nasty one that they switch out

Because they don't get 24 hours at your inn for a one night stay

Because they could not find a wii game that they misplaced somewhere in their bag

Because they want everything yet don't want to pay Anything

Etc....

Madeleine's picture
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09/29/2011

All in all we can generally handle most anything. But it's always the August guests with attitude who end up making life miserable.

At least one every year.

Which is why I am scheduling vacation time in August this year!

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Madeleine's picture
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Another one - we charge the card on arrival. It's just what we're comfortable with. Given how many guests leave before 8 am and how many bad credit cards we've seen in one year and that it's hard to stop the breakfast service to run a card while the guests stands there blocking everyone with 5 suitcases we do the money at check in. It's clearly stated online and in the confirmation.

One guest almost had DH yelling. He was insisting that he NEVER paid before his stay, he NEVER gave his card out EVER before he stayed. Nowhere. Ever. What if he didn't like it, if we were going to insist on payment in advance guests should be warned about this breach of service, ad infinitum.

DH offered to reverse the charges and he could be on his way. Told him we don't want unhappy guests. He actually looked up his confirmation on our guest computer, saw the info in there and shut up. For the rest of the stay. Peace and quiet.

Arks's picture
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Madeleine wrote:

He actually looked up his confirmation on our guest computer, saw the info in there and shut up. For the rest of the stay. Peace and quiet.

Whew! Thanks for mentioning this! After taking the 1st night's rate as a deposit at reservation time, I collect the balance when they arrive. It's in my policies but I don't think it's in the confirmation. I'll get it added, just in case!

How does this sound?

Any balance due on your reservation will be charged to your credit card shortly after you arrive, unless other arrangements have been made in advance.

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Madeleine's picture
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Sounds good. Do you ever see your guests? What if the card is no good?

Arks's picture
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Madeleine wrote:

Do you ever see your guests?

Sometimes, but generally not. Even if I'm there, I don't go seeking them out to introduce myself. I leave them alone.

Madeleine wrote:

What if the card is no good?

Has never happened, but if the card didn't work I'd drive down there (2 miles) and talk to them. No pay, no stay. Now go away!

Madeleine's picture
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Arks wrote:

Madeleine wrote:

Do you ever see your guests?

Sometimes, but generally not. Even if I'm there, I don't go seeking them out to introduce myself. I leave them alone.

Madeleine wrote:

What if the card is no good?

Has never happened, but if the card didn't work I'd drive down there (2 miles) and talk to them. No pay, no stay. Now go away!

2 years ago when I started taking deposits we took them 1 week prior to arrival, after the cancellation period kicked in. I had a ton of cards that were no good. Also had a few that were not good for guests who never showed up or who left early after checking in late.

That's why I asked. I'm never sure a card that was good for the deposit will be good 6 months later.

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This is for those out their wondering if they want to venture in this business.  I know you are reading this and shaking your head 'this can't be real'. 
 

It IS for REAL! 

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10/07/2008

Here is something, when I go to a hotel/B&B and there are only TWO cups/glasses in the guest room/bathroom. I need one for my toothbrush and one for drinking. But there are two of us. Now one night is not a big deal, but if I am there for a few days, I would like a cup for each of us and a spare, at least one. 

I know I am not the only one as many of our guests have their toothbrushes in a cup.

What do you think, is this asking too much?

 

PS If you need some gospel-ish bluegrass to listen to while reading the forum, this group is playing here in March, Dailey & Vincent. Listen to them here. Your love is like a flower...

Anyone wanting to stay with us from the forum, you know you are more than welcome! 

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Breakfast Diva's picture
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We have toothbrush holders. I chose carefully ones where the brush and handle near the brush would not come into contact with the holder so the guest doesn't have sanitary concerns. Some people still use a glass for their toothbrushes, but we also have wine glasses and water sports bottles to drink out of.

Arks's picture
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Breakfast Diva wrote:

We have toothbrush holders.

I always open a wash cloth and lay my toothbrush, toothpaste, and razor on it.

Madeleine's picture
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Arks wrote:

Breakfast Diva wrote:

We have toothbrush holders.

I always open a wash cloth and lay my toothbrush, toothpaste, and razor on it.

Lots of guests do this. I just throw everything back in my bag.

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Madeleine wrote:

Lots of guests do this. I just throw everything back in my bag.

[/quote]

I do too. I have a vinyl coated pouch that came in my toiletries bag (a gift of one of my Kel ly employers when the job ended) and anything that could spill, drip, or leak goes in that pouch. Eliminates picking up something I do not want and forgetting to take it with me. Also takes up less space on the surface so the roommate can spread out. (City trips usually share room with City Manager and she needs space!)

Madeleine's picture
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We used to have specific holders for toothbrushes. They had a cap with holes in it that popped on that you could put the toothbrushes thru to hold them upright. Pita to clean! And rarely used. But we still had to disassemble to clean just in case.

So, we took the caps off and left just the plastic cup part. Rarely used.

Maybe we still have them. I should go look. It's not obvious what it's for without the cap with holes for the brushes.

One guest had a neat tool - toothbrush cover with a suction cup that stuck to the mirror. Single guest. 2 toothbrushes. We didn't ask.

Arks's picture
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05/22/2010

Yes there's a hand towel by each sink so she never wandered to his end of the bathroom!

gillumhouse's picture
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05/22/2008

Obviously her vision  is limited - if she missed it in all her visits to "mother" in 3 weeks, there is no hope. Fergitit!

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Arks wrote:

Yes there's a hand towel by each sink so she never wandered to his end of the bathroom!

Okay so now I can see the inside workings of your mind ticking around saying "maybe the mirror and the hair dryer need to be on the "her" side of the sink, not the "his" side. To quote my New Jersey shipmates "Fuggeddaboutit!'

If she was in that accommodation for 3 weeks and never saw the hair dryer, well there is no help for her. As mentioned, I saw it in 5 minutes and never even used it and remembered where I saw it. cool

PS If I was not there with 3 other women, I would have OWNED the entire vanity top! There would be no his or hers. Smiling

Arks's picture
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Not really mad, but I just had guests leave who'd stayed 3 weeks. As they left the woman mentioned that she can't believe I don't have a hair dryer in the apartment. Three weeks she says nothing, then mentions that as they leave.

I took her in and showed her the hair dryer mounted on the bathroom wall adjacent to the lavatory. She said, "Oh. That was his end. I never looked down there." (It's a vanity with two sinks and she used the sink at the opposite end from the hair dryer.)

Madeleine's picture
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Will have to suppose she never found his side of the bed, either, given the apparent DMZ in the bathroom. ;-) 

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Arks wrote:

Not really mad, but I just had guests leave who'd stayed 3 weeks. As they left the woman mentioned that she can't believe I don't have a hair dryer in the apartment. Three weeks she says nothing, then mentions that as they leave.

I took her in and showed her the hair dryer mounted on the bathroom wall adjacent to the lavatory. She said, "Oh. That was his end. I never looked down there." (It's a vanity with two sinks and she used the sink at the opposite end from the hair dryer.)

As I read this I started to say "I saw a hairdryer there on the wall near the left sink..."  Right  near the hand towel, perhaps she never washed her hands!

But I guess I am more observant than most people, I mean I stayed there what 5 minutes? (as they say in the NE) She was there 3 weeks.

I also noticed the variety of hand lotion for guest choices (or as you put it woman can be finicky or something to that extent, so gave us options).  yes

Among other things. And btw I didn't even use the hair dryer. But I did fold the tissue that was on the end wall near it. Smiling

Actually, to be fair, if I recall you have a hand towel at the other end, and a close up mirror for those who need it to apply makeup.

 

Breakfast Diva's picture
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What a numbnutz!

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05/22/2008

Maybe she thought that was a telephonedevil

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05/22/2008

DUH!!!!

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03/11/2009

After 11 yrs  probably more than I know of (angry guest ).

"Cottage is really a Studio". By the way whats the difference?. 2 B&B's close by have almost the same type room & call it a Cottage.

A lady called asking questions but seemed to have dementia, wrote a bad review to TA. Never stayed here.

Guest here for 3 days (Inn Suite) Walks by the Hot Tub every day to get to their room, breakfast I deliver every morning, see them many times.Then writes a TA review that I did not tell them "how to turn on the Hot Tub & they wanted to use it". When they arrived they said they didn't have swim suites, told the about WalMart close by.

One night guest told at arrival they have to order b'fast for the morn ,say they will call me later.Confirmation  sent them before arrival  says breakfast must be ordered at night for morn b'fast ( time & food) or I assume your eating out. Never ordered but slammed the door on the way out (without checking out). Glad I went to check as the door was really open & my inside potted ferns would have frozen ( temp @ 19 outside).

Happy guest write a fab review in room book, then 2 weeks later write a bad TA review. Guess they broke up ?

At my age you let a lot roll of your back and keep on moving on trying to do your best.

 

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we had a young girl come in recently at 11am to check-in, and upon hearing that check-in was at 14:30 but we'd rush it as much as we can and get something ready asap (likely by noon). She went into a fit of anger accusing us of being terribly disorganized, since she booked a long time ago and we have no right to delay her access to the room. 

 

Generic's picture
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02/24/2011

joels wrote:

we had a young girl come in recently at 11am to check-in, and upon hearing that check-in was at 14:30 but we'd rush it as much as we can and get something ready asap (likely by noon). She went into a fit of anger accusing us of being terribly disorganized, since she booked a long time ago and we have no right to delay her access to the room. 

Don't you have something on your website and emails about check-in time? And about the fact that other guests have an 11AM check-out time and that we need time to clean the room. Unless of course she wanted the room as-is. Of course all this time talking will further delay access to the room.

We never rush the room, no matter what they want. They can leave luggage, but the room is never guaranteed to be ready before 3PM. We do offer early-checkin... for a fee. It's a good thing to have the fee, you may never collect it, but this way they know that they would be expected to pay it to get the room early.

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Sugar Bear wrote:

joels wrote:

we had a young girl come in recently at 11am to check-in, and upon hearing that check-in was at 14:30 but we'd rush it as much as we can and get something ready asap (likely by noon). She went into a fit of anger accusing us of being terribly disorganized, since she booked a long time ago and we have no right to delay her access to the room. 

Don't you have something on your website and emails about check-in time? And about the fact that other guests have an 11AM check-out time and that we need time to clean the room. Unless of course she wanted the room as-is. Of course all this time talking will further delay access to the room.

We never rush the room, no matter what they want. They can leave luggage, but the room is never guaranteed to be ready before 3PM. We do offer early-checkin... for a fee. It's a good thing to have the fee, you may never collect it, but this way they know that they would be expected to pay it to get the room early.

or actually it is the day before's gig, so they can pay an additional day rate if they want to get in the room at that time!

People are people...

Madeleine's picture
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Stairs. This is an old NE house not a rancher. Yes, there are stairs. No there is not an elevator. And if you want to give it half a thought this grandma here is hauling crap up and down those stairs all day long.

 

Breakfast Diva's picture
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Upset that we're in the country (Country Inn is in our name!)

Too quiet

You have to actually get out of the car to enjoy the area

We're a bed and breakfast (they've never been to a b&b but wanted to try it, but it's not their 'style')

Their GPS took them out of the way. Of course that's our fault.

There are no chain restaurants or stores.

It rained the whole time they were here

Iris's picture
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06/08/2009

They had to walk through the meadow to get to the beach

They couldn't bring their George Foreman grill to cook in a non-housekeeping cottage

They had to walk down stairs to get to a 13 mile long sandy beach

 

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Highlands John's picture
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04/16/2010

We disturbed their drunken family get-together, by asking them to keep the noise down at 23.45.

We weren't here to greet them at 1.10pm and they had to wait till we got back at 2.30. 

We don't have a guest lounge, even though we don't advertise one and they never asked before booking.

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Madeleine's picture
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09/29/2011

On her anniversary she lost one of the diamond earrings her husband gave her on their wedding day. We must have stolen it.

A room with 2 beds was not 2 rooms with 1 bed each.

We didn't refund the deposit so each person could pay individually with their own cc.

We didn't have warmed milk for the coffee.

We didn't have a coffee they liked.

We didn't have cream out for evening coffee.

 

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