No good deed...

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Madeleine's picture
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09/29/2011

Had a call today for a couple of rooms. They wanted the adjoining rooms but one side was taken.

Emailed the guest asking if it was ok to swap and upgrade her. Of course.

Got back to the folks who wanted two rooms and said we can do this.

They just returned my call and I was filling out the form when she asks how much. I tell her the price and she tells me that is way more than my website says.

No, it is actually the low end of the range but they only looked at the price for one night, not the two nights they wanted to book.

So, now I've done an upgrade and didn't get the room booking I was hoping for. Oh well.

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Joey Camb's picture
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its why I don't allow guests to pick exact rooms very often always causes problems.

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happykeeper's picture
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We do not change existing reservations once made. - A bird in the hand......

I would have upsold the unreserved room, at which point I would have reviewed the prices.... and they would have walked.

No harm, no foul

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Madeleine's picture
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happykeeper wrote:

We do not change existing reservations once made. - A bird in the hand......

 

We reserve the right to move a one nighter if we have the ability to book the room for more nights. It's hard to turn away 4 nights because someone is blocking the stay with a one night rez.

I ask first and we always try to upgrade the room or give a small gift as thanks.

I won't move her again tho. If someone wants the room she's in now too bad. I don't push my luck!

happykeeper's picture
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It's easier for us since our rooms are all the same price and similar in nature.

Madeleine's picture
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happykeeper wrote:

It's easier for us since our rooms are all the same price and similar in nature.

That's what I was saying earlier... Maybe I should just make them very close in look and amenities so you just get a room and it's not as important which one.

But, not gonna happen, they're all too different to start.

happykeeper's picture
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Just to be clear- all of our rooms are decorated differently and use their own color scheme. Folks do reserve the room they want and there are some differences in the location of the rooms related to the sun and wind etc. So it is often important to our guests which room they are in and that is why we rarely change a reservation once made.

All of this is quite different from price.

Madeleine's picture
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09/29/2011

I'm guessing this is going down that same no good deed rabbit hole but we've had a guest stuck for 2 nights now in various airports due to cancelled flights and then overbooked, rescheduled flights.

Not sure we're ever going to see her at this point.

She had 4 days of vacation and she's now down to 2.

Luckily this is not peak season.

Madeleine's picture
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Madeleine wrote:

I'm guessing this is going down that same no good deed rabbit hole but we've had a guest stuck for 2 nights now in various airports due to cancelled flights and then overbooked, rescheduled flights.

Not sure we're ever going to see her at this point.

She had 4 days of vacation and she's now down to 2.

Luckily this is not peak season.

And luckily again, I was able to take a walk in tonight in her room.

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Here's hoping something will make this turn out better than if you had gotten that booking.

Generic's picture
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02/24/2011

We ask them about flexibility instead of offering the upgrade.... are you flexible? If you are and we need that room, we will upgrade you at no charge. If not, that's fine too, we will make you as "do not move". So you have offered the chance without the promise.

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Arks's picture
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05/22/2010

That's awful! You're right. No good deed goes unpunished.

Surely someone has a suggestion. Maybe get a commitment contingent upon you being able to move the other guest. There MUST be a way to handle this.

Yes, while you're making all the rooms the same, go ahead and put in beds with fake headboards screwed to the walls. If people really want the hotel cookie cutter rooms, might as well give them what they expect!

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Madeleine's picture
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09/29/2011

Yes. I should have gone over the details but she had all the right words... Names of the rooms, etc. Did not know the one room was taken but seemed to have looked at the prices in advance.

Dh just went and read the text. You would think this is not a good test as he works here but he never looks at the website and he doesn't really pay attention to the info I provide so it was a good test!

He understood it. Said it was clear. (Not something he regularly thinks about my communication skills.)

gillumhouse's picture
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05/22/2008

The musical bed lady was asked to put her stuff in the storage room. I went up to flip the rooms from last night (1 stayover thank goodness) only to find she has moved NOTHING! Got the stuff out of the closet, off th mantle, off the dresser and go to strip the bed - only to discover ANOTHER suitcase and 2 totebags. Then I have to mover the bed over (my small room) to make room to set up the cot because they want to bring their teenage son to the reunion. I promise me that I will never ever set that cot up again. I will never be a nice guy again.

Does not help to see Himself just sitting in his inner sanctum reading the paper, watching his "programs", and then complaining about how much painting he did not get done, Sorry I am in rant mode and have no one else to complain to. Yes, complaining helps - I do not know why, but it does.

Madeleine's picture
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09/29/2011

Maybe the solution is to just make all the rooms look the same, same type of bed, etc and just put guests into whatever room is open and be done with this nonsense of picking the room you like!

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