Scenario: Guest emails once home stating a problem with their stay (one you could have corrected if known) how do you handle:

7 replies [Last post]
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Joined:
06/24/2008
Apologize, state you wish they had told you, offer a full or partial refund
0% (0 votes)
Apologize, state you wish they had told you, offer credit toward another stay
9% (2 votes)
Apologize, state you wish they had told you, offer discount for future stay
14% (3 votes)
Apologize
55% (12 votes)
other
23% (5 votes)
Total votes: 22
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Joined:
10/07/2008

I wish I knew what it was, could you tell me off forum? I have been there so may have a good idea how it would feel to be them, and to be you! Smiling

Were they telling you as a matter of fact, like the other thread about the wash cloth hanging on the shower...or were they telling you actually all wounded and their visit was not a good one? Big diff to how I would react and reply to them.

If it was the second one, well, again depends on what it was and why. Like the COUPLE (ie TWO PEOPLE = COUPLE) who at check out told me the hot water was never working the whole two days they were here.

I was shocked! Why didn't you say something...oh welll.....they said. I ran up and said "Let me see it!" Oh no, they said, I said "Did it work at the sink?" Uh, I don't know... Huh? DUFUSES!

Anyway, yes it did work, they both could not work how to turn it? HUH? I have no idea, it turns ONE WAY only, ON or off. And the water heater is NEARBY so it had to be hot!

They were just mentioning it so we could fix it, they said. 

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Silverspoon's picture
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10/16/2011

Just an apology with statement about our willingness to fix the problem, had they mentioned it, should suffice.  I would also say something kind of cryptic like "We will do our best to make it up to you should you decide to return".  A note would go onto their contact info and, if they returned, we would give them a small gift depending on the issue.  I keep a variety of gifts on hand (cook books from the area, bottles of wine, aprons etc) so it would not be any big deal.

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Joined:
06/24/2008

yes  Nice idea.  I sent them an apology and a thank you for calling it to our attention, as well as wished they had done so while here as we could have fixed it promptly. 
I had not read your comment prior to my email, but will put this with their details should they book here again. 

Breakfast Diva's picture
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Joined:
05/26/2009

Without knowing the situation, I had vote other. Most of the time an apology or explanation is enough.

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Joined:
05/22/2008

Agree, depending on the situation, I would just express my apology and state you wish they would have told you while there so you could have corrected the situation.Be Polite is all you need to do.

Madeleine's picture
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09/29/2011

Of course it depends on what the problem was. We have offered discounts for things outside our control but that were really annoying (jackhammering in the street outside, something we never knew when the workers would show up for). Power outages where we have paid for guests to eat breakfast elsewhere, stuff like that.

In your case? Knowing what the problem was Eye-wink I would say to apologize, thank them for telling you and let them know the problem could have been fixed immediately had they let you know when they noticed it.

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Arks's picture
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05/22/2010

Madeleine wrote:

I would say to apologize, thank them for telling you and let them know the problem could have been fixed immediately had they let you know when they noticed it.

That was my thought (assuming it's not something major). Wasn't on the choices above, but Apologize, state you wish they had told you, and give no refund or credit.

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