The Callers

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10/07/2008

I know you all don't agree with me, but without fail after dealing with someone who calls ten times they always end up cancelling or being the biggest PITA.

Happened again today.

My online reservations are 99% hassle free. I know some of you disagree with this theory, but it has proven itself over and over at "this" B&B. It is to the point when I end up talking to them for more than one phone call I dread them in person, they are always needy or expect way too much. B&B's offer a personal touch, but I have said it before and I will say it again "You did not reserve ME when you booked a room for one measely night!" devil

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Arks's picture
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05/22/2010

PITA

Yes, if you refund then her little plan worked.

Let her words roll off you like water off a duck's back. And be thinking about you TA reply, just in case.

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Arks wrote:

PITA

Yes, if you refund then her little plan worked.

Let her words roll off you like water off a duck's back. And be thinking about you TA reply, just in case.

It would have to be a kid or grandkid who does the TA for her. But I would expect nothing less!

She asked for coffee with just milk, to which I brought her and then she went over to the coffee area and dumped out half the cup and spilled it everywhere and used one of the mini moos instead and got a NEW cup. She put boiling hot water in it from the boiled kettle and then microwaved it.  (The coffee was from a pod, not brewed in the kitchen, fyi standard drill and yes she did make a comment about it)

She required a low fat low salt meal, and wrote a note last night "In case you had forgotten about my request for breakfast tomorrow..." and it goes on and on. P.I.T.A. is the word.

Anytime, and I say it again, anytime we have a relative here for something they are almost always miserable. And people think I am nuts when I say NASCAR fans are my favorite all-round guests, who plan the entire year's vacation around going to their favorite track and favorite past-time, and love every thing, every little thing they so appreciate and notice the difference vs staying in a hotel who tripled their rates during race time.  Those are the avg working class NASCAR fans, not the CEOs etc who love NAsCAR, they also LOVE being here on race weekends and everyone has a blast!

I barely get by on graduation and wedding weekends. She commented that something in her meal was good, and I had the audacity in my mind to envision falling over backwards and grabbing my heart and saying something like "No! Something is good? Well that's a first!"

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05/22/2008

I am with you..NASCAR fans are the best guests! They love everything you do for them!  Graduation guests...UGH...always always special requests and needy!

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10/07/2008

I searched for this thread to comment here, again.

Everything has been wrong, including the room today. Had guests in the room for three nights and loved it, but this one person, tells us how is it horrible. She called before, she then tried to cancel her booking, then I did allow to move the date and she said it was more than she wanted to pay. She is here on her own to see her grandson in an event. And came in the door 30 minutes later than she requested, for breakfast. And the rest is history...

I send the snake charmer out there. I am not refunded this room, I am adamant about it. 

Joey Camb's picture
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04/02/2010

We had one couple on Thursday - would come right in the middle of when our builder had come to check the window men's work was coming along OK so was like a ruddy van convention in the car park.

Man has booked a standard twin room - insisted he hadn't, so showed him a double which he wasn't happy with - did point out he had only booked a standard room and at a very good price considering there are two very large events on in town, was frankly rude from when he arrived "we would like to see the room" ie before we decide if we are staying kind of way on pulling up, stated "its a special trip and I want something really nice for my wife " should have said then you shouldn't have picked the cheapest room should you? was frankly very insulted. Said If you are not happy sir it is no problem We will ring book kin g .com and have them cancel your reservation. They decided to go and bad riddance to bad rubbish! rand book in .com they said they would ring him to confirm and of course he would need help finding somewhere else - joke is on him as the next cheapest room was twice my price! joke is on him. 30 minutes later nice couple came as a walk in and took the room for the same money and booked directly - loved us and our breakfast and then the next people in Friday loved it as well - the cheek of the man "oh you have such good reviews" as if we must have faked them or paid for them or something! was so angry I was nearly crying afterwards!

Was typical as if they had come 20 minutes later all the window men and builders would have been gone - however I know there was nothing that could be done to make people like that happy so I would rather they be gone!

Also was super chuffed that the walk in people had asked where to go in town to "toy shop people in blue jumpers" and they said Kings Road and you want to start at The Camberley as its nice there! wish I would know who it was to say thank you but its a tiny bit vague.

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Madeleine's picture
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09/29/2011

We had one of those the other day who wanted to see the reserved room before paying the balance. I was annoyed, too. I'd been on the phone with them several times nailing down exactly what the cancellation was in case one of them got sick.

They all had to troop thru the room slamming their suitcases into everything.

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05/22/2008

THEY PAY>THEY STAY>THEY GO AWAY! And absolutely no refunds. You have already done more than enough for her. Gheez!

Madeleine's picture
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09/29/2011

And again. Same guest has called 5 times, 3 times while we were gone. Each time it is a 10 minute call to go over everything I have told her already and given her the information to call the venues for details herself so she gets all her questions answered.

Really, I don't know the answers. Call the owner of the venue. He knows, he'll help you.

Madeleine's picture
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09/29/2011

Call while in the car:

Caller: Do you have any rooms?

Me: What dates?

Caller: tomorrow and the next day

Me: Sorry, nothing.

Caller: How about the weekend?

Me: Sorry, nothing until next week (this Friday)

Caller: OK, what are your rates?

Me: (give rates)

Caller: what do I get for (lowest rate)

Me: (explain room, amenities)

Caller: That's it? I can get better than that at (hotel next door)

Me: I think they charge (a lot more than I do)

Caller: I get a room there for (a lot less than my lowest room)

Me: Then you should stay with them.

Caller: Can't, they're full. Can't you meet their rate?

Me: They're full and you want me to lower my price?

Caller: Never mind. (click)

OTOH, we booked online 2 rooms for 5 nights each with just a couple of emails verifying some info!

Generic's picture
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02/24/2011

A full hotel doesn't have a rate, silly caller!

See, where we have a few very cheap places, I tell them to call those places. Every one of which is an absolute hell hole. But if you are cheap....

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Silverspoon's picture
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10/16/2011

Some of them call just trying to pick my brain.  They may have no intention of actually booking, in fact some are probably renting houses or cottages for their first visit to our location but they are nervous about finding all the "good" things to do, see and eat.  So they call a friendly innkeeper for the inside scoop!

I had one today....a million questions...after about 5 minutes I told her to send her e-mail and I would send her additional information...all boiler plate, but nothing too spectacular.  Once she makes the reservation and I have the deposit I'll send a second e-mail with all the "good" stuff.  

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06/24/2008

And then there are those that book online then call several times afterwards....  I will see how this plays out, they check in tonight, more than 1 nighters though!

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08/07/2008

I had a older lady call and leave me a message that making reservations online was "very involved" and could not figure it out so I had to call her back and take it over the phone.  Not everyone is a computer person and some prefer to talk to someone.

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10/07/2008

I think some of them call to be your friend. Now he has many new friends. By the end of the conversation you had heard their life long dramas. Then when they arrive you avoid them. it is what it is. I wish I was wrong, I wish they would arrive and want to reconnect or do whatever and not seek out "their new friend"

I have found the unlikely guests are the ones I really enjoy the most. Those who ask different questions, vs the same schpeal we share by rote.

I guess when they are not talking about themselves, I automatically like them. Funny that! crying

Here's to all the great guests! May they be in abundance this year! enlightened

TheBeachHouse's picture
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06/24/2013

Joey Bloggs wrote:

I think some of them call to be your friend. Now he has many new friends. By the end of the conversation you had heard their life long dramas. Then when they arrive you avoid them. it is what it is. I wish I was wrong, I wish they would arrive and want to reconnect or do whatever and not seek out "their new friend"

I have found the unlikely guests are the ones I really enjoy the most. Those who ask different questions, vs the same schpeal we share by rote.

I guess when they are not talking about themselves, I automatically like them. Funny that! crying

Here's to all the great guests! May they be in abundance this year! enlightened

 

I'll drink to that!   (Actually, if you ask around, you'll find I will drink to almost anything.)

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TheBeachHouse's picture
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06/24/2013

My hubby will be on the phone forever if a caller has questions.   I sometimes want him to say, if you're on the website, then just make the darned reservation!   But he won't.   He is patient and wants the business.  I don't have enough of a sample to say if the callers follow up.   Several have, several have not.  I can see what you mean that they are a pita.  By virtue of the fact that they called, instead of looking for answers on the website makes them needy of attention already.

Joey Camb's picture
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04/02/2010

trouble is if you are on the phone too long it could be blocking other calls - its why I always make sure to wrap up non business calls asap as I don't want it blocking a potentially lucrative booking

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