Weird Morning

7 replies [Last post]
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Joined:
01/12/2013

So out of eight guests this morning, I had TWO at the breakfast table.  One couple had to leave early (no notice), one couple was in a marathon and were planning to be back sometime during the serving time, but didn't make it.  The other couple just didn't show.  I never heard a peep from them all night or this morning, so at 11:15, I knock to announce it's check out time, and no answer.  Let myself in to find the room completely untouched, keys on table. No idea what happened.  I left a phone message and texted, asking them to call me, but no response as of yet.  Just holding my breath for no charge back, because I don't have a signature (it was a self check in - late, late arrival). 

To top off the oddness, I have new cleaning help that can't look at me when she talks.  BIG red flag. Sigh.....

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Joined:
10/07/2008

Sorry, I am expecting a charge back and since they did not stay you will probably end up refunding. That is what will be said, yes they reserved, but no they did not use the service provided, so no money can be charged.

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Joined:
01/12/2013

She finally texted me later that day and confirmed it was a family emergency.  She went on to say "we did get to see your beautiful home but unfortunately couldn't stay".  So any charge back will be in my favor.  It was one night - if they had booked two or more and left on the first night, I might have a struggle trying to charge for the whole stay.  But for one night, the credit card company will find in my favor, I'm sure of it.  Actually what I'm more sure of is that she won't do a charge back.  That's just the feeling I get from the tone of her text.  If they can make it back another time, I will give a small discount - just for good juju Smiling

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Joined:
10/07/2008

yes

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Joined:
06/24/2008

Banana, I had that happen once myself.  The guest a business person, had their office travel agent call me the next business day.  They claimed guest was unaware it was not a 'normal' hotel and would not stay. 

I told the TA that reason would not fly.  Our name has B&B in the title, the confirmation provided at time of booking had a not only the business name but also a link to our website which they could check where they booked.  She agreed.  Two days later the guest called asking for me to refund his charge.  HE said his buddies were staying at a hotel in town and he was asked to move there. 
Not my problem. 

He knew there was no leg for him to stand on.  There was no charge back. 

If your policies are tight, you would win a charge back even without a signature.   Good luck and hope you don't even have to go through the hoops!

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Joined:
01/12/2013

She did not book on line, which requires a check mark that policies have been read. Policy is on website, on confirmation email, and verbalized...but again, without proof, I'm not sure what might happen.  I'm only guessing that they must have had some type of emergency, as she has not returned my attempts to contact her. I can't believe that anyone would be that disappointed that they would just leave without saying a word, so I don't think that's the problem.  Again, just...weird. 

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Joined:
10/07/2008

Did they check in tho?

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Joined:
01/12/2013

Yes, they did a self check in.  I worry about a charge back because I don't have a signature.  The card went through just fine, but the only proof I have of their existence  is her text that says she received the self check in information.  Hopefully I'm worrying about nothing.  It's just very odd, and has never happened before.

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