Welcome everyone!

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It's been a while, and I see there are a ton of visitors to this forum, and new users. I wanted to say hello and welcome, come on in the water's fine! smiley

As you know, if you have read the posts here that we are innkeepers, through and through, stubborn, hardworking, opinionated and would also give the shirt off our back for those we care about! We are trashed online at times in reviews, deal with PITAs, tired, worn out, but also love what we do and find great satisfaction in sharing our homes and lives with our guests.

Allow us the opportunity to call you innmate. This is a place to share stories good and bad, and if you need a shoulder to cry on when no one else understands what it is you do (and it ain't bakin' muffins and sipping lemonade on the porch all day) Chime in any time...

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TheBeachHouse's picture
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06/24/2013

I would have stressed too.   I love that couple a couldn't wait to get away from their baby and couple b probably can't leave the baby with anyone. 

 

We had our first late check in.   Our policy says check in until 8.  They came closer to 10.  We were in bed.  Hubby answers the door in his bathrobe and says, "your room is right over there, the key is on the bed."   He didn't even say welcome, or breakfast is at 8 or anything.

Next morning, they apologized for being late and were the nicest people at breakfast.

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TheBeachHouse wrote:

I would have stressed too.   I love that couple a couldn't wait to get away from their baby and couple b probably can't leave the baby with anyone. 

 

We had our first late check in.   Our policy says check in until 8.  They came closer to 10.  We were in bed.  Hubby answers the door in his bathrobe and says, "your room is right over there, the key is on the bed."   He didn't even say welcome, or breakfast is at 8 or anything.

Next morning, they apologized for being late and were the nicest people at breakfast.

Yikes

10pm and they got that treatment, we have them arrive at that time every weekend thereabouts. Wait until you have a 2am or 3am arrival. That really makes an innkeeper happy. NOT! Changed my policies to "you must check in on the DAY you have reserved."

TheBeachHouse's picture
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06/24/2013

Joey Bloggs wrote:

TheBeachHouse wrote:

I would have stressed too.   I love that couple a couldn't wait to get away from their baby and couple b probably can't leave the baby with anyone. 

 

We had our first late check in.   Our policy says check in until 8.  They came closer to 10.  We were in bed.  Hubby answers the door in his bathrobe and says, "your room is right over there, the key is on the bed."   He didn't even say welcome, or breakfast is at 8 or anything.

Next morning, they apologized for being late and were the nicest people at breakfast.

Yikes

10pm and they got that treatment, we have them arrive at that time every weekend thereabouts. Wait until you have a 2am or 3am arrival. That really makes an innkeeper happy. NOT! Changed my policies to "you must check in on the DAY you have reserved."

 

I was surpised at my hubby.  He is generally super accommadating.   I guess he was tired.

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TheBeachHouse wrote:

Joey Bloggs wrote:

TheBeachHouse wrote:

I would have stressed too.   I love that couple a couldn't wait to get away from their baby and couple b probably can't leave the baby with anyone. 

 

We had our first late check in.   Our policy says check in until 8.  They came closer to 10.  We were in bed.  Hubby answers the door in his bathrobe and says, "your room is right over there, the key is on the bed."   He didn't even say welcome, or breakfast is at 8 or anything.

Next morning, they apologized for being late and were the nicest people at breakfast.

Yikes

10pm and they got that treatment, we have them arrive at that time every weekend thereabouts. Wait until you have a 2am or 3am arrival. That really makes an innkeeper happy. NOT! Changed my policies to "you must check in on the DAY you have reserved."

 

I was surpised at my hubby.  He is generally super accommadating.   I guess he was tired.

I had someone call at 2am the other day asking about a package we offer, I pulled an "Ice" on the caller "Really?" I said, "You are calling here at 2 oclock in the morning, really?" click.

Then I was awake the rest of the night and ready to beat my head against the wall...dang it!

But see that is the real deal right there, accommodating? Why? Make it easier on everyone, get is sorted now. Otherwise you won't like your guests. I wouldn't like that guest when I saw him after making me not sleep at a later check in, like the guy who walked past our office door and let one rip a few weeks ago, oh yeah, he did, really. And I could not even look him in the face to talk to the pig! DH thought it was funny, of course.

Arks's picture
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05/22/2010

Joey Bloggs wrote:

I had someone call at 2am the other day asking about a package we offer, I pulled an "Ice" on the caller "Really?" I said, "You are calling here at 2 oclock in the morning, really?" click.

Remember that they're clueless and think B&Bs have a 24 hour desk. This is what voice mail is for. I know, I know, it may be some emergency. I'm lucky in that I'm happy to also let emergencies go to voice mail!

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Arks wrote:

Joey Bloggs wrote:

I had someone call at 2am the other day asking about a package we offer, I pulled an "Ice" on the caller "Really?" I said, "You are calling here at 2 oclock in the morning, really?" click.

Remember that they're clueless and think B&Bs have a 24 hour desk. This is what voice mail is for. I know, I know, it may be some emergency. I'm lucky in that I'm happy to also let emergencies go to voice mail!

We do let them go to voicemail, normally.

We had a family emergency on at the time, and had to answer every call, no matter what. It was only a day or so after that when it was a REAL 2am emergency call we had to take and fly out of bed over, so it happened. No we normally don't answer it, and in fact I put the phone on 2 rings only so it doesn't wake us up. 

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05/22/2008

You need to have a late arrival contingency plan. IE: Leave key in an envelope with instructions etc. Then you or hubby won't have to get out of bed. Hopefully it won't happen to often, but after I waited up till 2 AM for someone, I vowed NEVER  AGAIN. So front door was locked with envelope taped to door. Light left on in hallway and in their room so they could find it.  Make sure you ask in confirmation follow up if they will be a late arrival to let you know because they can do a self check in.

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01/12/2013

I agree completely with EmptyNest.  The sooner you put self check in procedures in place, the happier you AND the guests will be.  They are not happy about being so late either - sometimes it is completely out of control.  And they don't want to deal with a grumpy, un-welcoming innkeeper after having just dealt with whatever made them so late.  If you are in a safe neighborhood, the envelope taped to the door works perfect.  If not, find a way to hide it somewhere. 

 I have a lockbox on the front door with a key inside.  The code can be changed any time.  I change the code to the last four numbers on their cell phone (so they won't forget it), they let themselves in, and right next to the front door is a welcome table with brochures, maps, etc.  I put an envelope with their room keys & keys to the front door inside along with instructions on how to find their room, coffee & breakfast times, etc. Something to make them feel welcome.

The first impression you make on your guests is of utmost importance.  I won't even answer the doorbell if it rings at 1 in the afternoon (someone checking in early without prior notice) because my hands have been digging in dirt outside, or I've just finished some rare personal time at an exercise class.  If you are not presentable to answer the door,  just...don't.  The rest of their stay will be awkward and you'll both be uncomfortable.  You don't want that.
 

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10/07/2008

Banana you are one wise cookie!

                 "They are not happy about being so late either - sometimes it is completely out of control.  And they don't want to deal with a grumpy, un-welcoming innkeeper after having just dealt with whatever made them so late."

And then there is even another train of thought, some people don't want to deal with an innkeeper at all, so please don't wait up for people, let them self-check in. No matter what the old "PAII FORUM FOLKS" used to say about "customer service" and all of that, give people a chance to begin their vacation or getaway, and don't wait for them, give them the times, then self check in after that.

If you don't have it in play, today is the day to work out those details. Tell DH we said so. *Yeah that oughta hold water! haha

Never forget our mantra "STUFF HAPPENS!" and it always happens when you are trying to get out of dodge, I think we all can agree on that!

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04/02/2014

Thanks for the warm welcome.  We've moved on over here from the PAII forum as I'm waiting to hear their plan/strategy for the future before I renew my membership.  I did have a great phone conversation with a shareholder on Friday and we're all supposed to hear what 2014 will be bringing soon!

This was one of those weekends that makes me crazy.  Guests are supposed to show up at 3pm, arrive at 9pm and the husband comes to the door alone to checkin.  My husband likes to have them get their stuff from the car and come on back in, take off their shoes (I know some don't approve of this approach but it's mud season with all the snow melting here in the mountains) and then he gives them a tour and gets them settled.  Husband says "Well, she's in the car nursing."  We are a romantic destination and not suitable for young kids.  They have a 10 month old baby.  What's he supposed to do at that point - this has never happened before, it's dark, late and Michael doesn't want a confrontation.  So he tells them that we really aren't suited for anyone under 12, they tell him not to worry the baby is very quiet.  We'll they are in our most expensive jacuzzi suite right next to another expensive jacuzzi room with guests who told us "We're getting away from our 1 1/2 year old so we can sleep in" so I'm stressing all weekend.  They come up for breakfast yesterday and see there aren't any highchairs and the dining room is very quiet and Michael talks to them about if they can be sure the baby just doesn't disrupt breakfast for those who are here to getaway from their kids.  They decide to go out to breakfast instead.  Come back in the afternoon to put the little one down for a nap and guess what the baby isn't having any part of that so we see the husband walking the baby around outside to quiet him.  Again, I'm stressed about the guests next door.  Our plan was to tell them that we'd feed them early this morning since they are up early with the baby, but Michael missed them last night coming back from dinner.  They checked out this morning at 7am without us seeing them.  I'm sure they're ticked we weren't thrilled to have their baby but I'm ticked they tried to first sneak this kid in on Friday night and caused me so much stress.  Here's to a better spring and hopefully my next posts will be with good news and suggestions rather than stress.

Again, thanks for the welcome, I'm looking forward to taking part in the forum.

Carol

white pine's picture
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02/02/2010

Something similar happened to us...substitute dog for baby.  We do have a dog room...but this dog was NOT friendly.   They came in LATE and we are in a remote area.  Next morning I asked them to leave, not wishing more confrontation I did not charge them for the night.  Luckily I had a person with a NICE dog call about a room later that day and booked the room.  The other guests were happy, the replacement dog people were happy, and while the original couple were not happy, no bad review.  Had they shown up at an earlier hour, they would have been turned away. 

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gillumhouse's picture
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05/22/2008

But, Carol, you must remember they are SPECIAL - the policies do not apply to THEM! Unless of course THEY were the couple on a getaway in the next suite, THEN the policies apply!

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05/22/2008

If that happens again, I suggest you meet them at the door with a copy of your policies and make sure that policy has been agreed to on line or however and then tell them...bye bye. I am sorry but you have to stick to the rules. Friends of mine did this once. Of course it got them a TA review but tough..they were in the right and people understand that.

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10/07/2008

Sorry Carol, I feel for you. What stress. When you said you don't accept kids and I kept reading I thought you were going to share one of those the child is 5 years old and nursing stories. I was worried for a moment, so I suppose it was better than I was anticipating.  People don't consider a baby a child, for some really strange reason.

 

Highlands John's picture
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04/16/2010

Joey Bloggs wrote:

 People don't consider a baby a child, for some really strange reason.

 

They don't consider a child a person in many instances either.

I hate it when things like this happen, I'm like you Carol, on edge all the time and worrying about other guests. I can't wait for them to check out.

This happened to us last year, and what especially annoyed me was they booked through bd c and their system specifically asks for number of adults and number of children when entering a booking. They turned up late and I felt unable to turn them away. Luckily they were a lovely couple an the child was no trouble at all, but that's not the point, it could have been very different.

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01/12/2013

Yes.  My favorite line when all eight guests are leaving on Sunday "Oh, how nice..you get to enjoy a nice Sunday off and all to yourself".  Ummmm..yes...let me call that little cleaning fairy right now!

Joey Camb's picture
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04/02/2010

I've got a full house out and a full house in - plus DH has man flu and has woken me up about every 2 hours in the night! he's lucky he isn't a dead man!

this is what I was saying to one of our regulars yesterday - even if you are sick or whatever guests still want their breakfast - there is no calling in sick today

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Cathy's picture
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06/18/2008

I don't understand surprise  I am sure we are sitting around sippin coffee and eating all those left over breakfast muffins all afternoon coz after all, once breakfast is served what else is there to do?  

Sorry, here in Mexico we lie on the sunbeds by the pool.  (Why don't we have a tan.?? - I myself don't understand) wink

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