Another thing that drives me nuts - and what would you do about it?

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Joey Camb's picture
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04/02/2010

22nd of December 5pm booking comes through and OTA for that night, id forgotten to put the price up and this ota does an automatic 5% discount on the day so they got a 5% of an already very cheap off season Sunday night price. our last check in is 9.30pm, rang guest at 10pm no answer.

Stayed up till 11pm - never came and never called - so charged the card in full as was super cross and sent them an electronic receipt straight away and marked it with the OTA as a no-show which automatically sends the guest an email - never heard anything back from OTA or guest

Guest emails today - we got the cancellation email from OTA why have we been charged? we got to your place 10.30pm and rang the bell twice then went away (we have a large sign saying if we don't answer the bell ring this number) can we have our money back? - I've decided no, I stayed up for nearly 2 hours to give them a chance as they were coming fro Switzerland, I would bet good money they were tired on the way and simply stopped - if we were a big chain I guarantee you wouldn't get your money back so why should I? especially when it was nearly $40 off the usual price anyway. Also pointed out we had sent them the electronic receipt on the day so was very surprised they had gotten the email from the OTA and not the one from us.

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Joey Camb's picture
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04/02/2010

when I mark it as a no-show it makes the oTA generate and email to the customer ie something along the lines of this booking has been cancelled in accordance with the hotels/B&B's policies - does not actually state what the policies are, you would have to go back and look, however this is less of a bother to me, I am 75% sure they have got out of Manchester late and decided to stay there (its about 2 hours drive from here) and now are trying to wriggle out of paying by playing on my sympathy - trouble is too many facts are wrong, I was up till long after they said they were here so no way id have missed them.

Generic's picture
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02/24/2011

Did they send you a copy of the email they got from the OTA? Can you get the OTA to send you a copy or a time-of for the email. If not, it's a no-show.

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Breakfast Diva's picture
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05/26/2009

You definitely deserve to keep the money! They're definitely a no-show.

Did you get a copy of the e-mail they claim was sent from the OTA? Why are they calling it a "cancellation e-mail"? That doesn't sound right. It should be a no-show e-mail on their part.

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