Charge a cleaning fee?

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Madeleine

Madeleine

Well-known member
Joined
Sep 29, 2011
Messages
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Guest showed up early, then left after 2 hours citing an emergency in her family. She called today to demand her money back.
Because we just don't want to deal with this we're refunding. But. I want to charge a cleaning fee because they did use the room.
In full rights, yes, I can keep the whole thing and not refund a dime. But that's not the way my summer is going so I think charging the cleaning fee is fair.
 
I would charge half if you are wanting to refund the card. That is more than fair. After all, it was not your fault and you should not be punished for it.
 
Hillbilly said:
I would charge half if you are wanting to refund the card. That is more than fair. After all, it was not your fault and you should not be punished for it..
Click to expand...
Hillbilly said:
After all, it was not your fault and you should not be punished for it.
Click to expand...
Amen. Day-of cancellation pays full amount at my place. They shut me out of renting to anybody else.
We had a deal. I take the room off the market and hold it for them. They pay me for it. Period. This is what trip insurance is for, and in the reservation acknowledgement e-mail I always recommend they get it.
 
What does your written policy on website and confirmation say? I just looked:
"There are no refunds for cancellations with less than 7 days’ notice. This includes arriving late or leaving early."
She booked the room,came and used the room. she should pay.
But if you don't want to be bothered with her whining and a possible chargeback. Go ahead an call it a cleaning fee maybe it will go down easier.
Though I still suspect she will balk! :-(
 
Arks said:
Hillbilly said:
I would charge half if you are wanting to refund the card. That is more than fair. After all, it was not your fault and you should not be punished for it..
Click to expand...
Hillbilly said:
After all, it was not your fault and you should not be punished for it.
Click to expand...
Amen. Day-of cancellation pays full amount at my place. They shut me out of renting to anybody else.
We had a deal. I take the room off the market and hold it for them. They pay me for it. Period. This is what trip insurance is for, and in the reservation acknowledgement e-mail I always recommend they get it.
.
Click to expand...
Right on.!!!
I tell all on my website. You cancel on the day you pay that simple.I also say you should get travel insurance for just incase. In our confirmation we repeat our policy. So for me there is no excuse.
Side line.... if and depending how luck we are at renting it out then I give them the money back. Some times I tell them that and some times I do not and it is a surprise.
 
Since you've already made your decision to refund, I would charge at least a $50 cleaning fee.
I'm with DN on this....I think she'll balk at even that. A person that would "demand her money back" in this circumstance is not going to be silent when offered a cleaning fee. Just be prepared.
This is another entitled person that doesn't take responsibility. I'm so sorry you got her.
 
She needs to be charged the entire stay. What is there to deal with? Just be firm and stick to your policies. What can she possibly do? Nor can she request a charge back either. It won't be upheld. We innkeepers have to stick to our guns. Especially since your website clearly states (which I copied and added to mine): We have no control over weather, family situations, guest illnesses, etc. .....
 
I had a honeymoon couple that were to stay 3 days. They stayed the first night and around 4 pm he came back to the house and said someone in her family was sick and they were leaving. I told him I still had to charge him, he said no problem and even GAVE me a TIP! Why should I be out, I had a contract with them for those nights, I kept my end of the deal!
 
What is an emergency for one person is a hangnail to another. I would NOT give back one penny. She is smart - she called demanding her money back. You have the back-up you need with the credit card company - SHE SIGNED the registration card. You have proof she was there. The rest is her problem. She left so she is not infecting your B & B with bad vibes. I hope you stick to your guns and tell her to blow smoke.
 
What was the emergency? Is she covered by insurance?
Pre-emptively, since she has already threatened you and made demands, go enter her name and email address on TA. See the info at http://goo.gl/zuEyMe (I used a redirector because I don't want a direct TA link on here for them!)
 
Who guessed the cleaning fee would be challenged? Bingo.
Should just have charged the whole thing and called it a day.
I'm getting as much push back as if it was the whole thing.
 
Madeleine said:
Who guessed the cleaning fee would be challenged? Bingo.
Should just have charged the whole thing and called it a day.
I'm getting as much push back as if it was the whole thing..
Click to expand...
See...it was me!!! I knew it would happen. Give them an inch and they take a mile. When will you learn
devil_smile.gif

Next time, show them where they agreed to your cancellation policy, charge them and be done with it. You have it in writing. Submit it to the credit card company.
Gheez..no wonder you are stressed!!!
kiss.gif

 
Madeleine said:
Who guessed the cleaning fee would be challenged? Bingo.
Should just have charged the whole thing and called it a day.
I'm getting as much push back as if it was the whole thing..
Click to expand...
Do not feel badly - you tried. I just had a 15 night leave. They were military discount and I gave them the every third night @ $20.14. The money was nice, but I am ready for a night or two of no one - but tonight will still have someone. So fat, nothing after that until Sunday. I learned a long time ago to (mostly) roll with the punches. DH is mostly what gets on my last nerve. Guests go away. It is not worth getting ill over. BUT it is a personality trait and one must deal with their own stress level.
 
Madeleine said:
Who guessed the cleaning fee would be challenged? Bingo.
Should just have charged the whole thing and called it a day.
I'm getting as much push back as if it was the whole thing..
Click to expand...
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
 
Madeleine said:
Who guessed the cleaning fee would be challenged? Bingo.
Should just have charged the whole thing and called it a day.
I'm getting as much push back as if it was the whole thing..
Click to expand...
grr...duplicate
 
jmj said:
Madeleine said:
Who guessed the cleaning fee would be challenged? Bingo.
Should just have charged the whole thing and called it a day.
I'm getting as much push back as if it was the whole thing..
Click to expand...
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
.
Click to expand...
jmj said:
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
Click to expand...
If the guest explains their problem, and leaves it at that, and the innkeeper feels that giving them a break from the usual policy, or a voucher for a future stay, is appropriate in that case, then sure, give them a break.
But if it's the guest demanding all their money back, that would and should create a situation much less conducive to giving them a break.
People should learn that "demanding" is counterproductive for them, especially when they've already agreed to the terms and don't have a leg to stand on.
 
Arks said:
jmj said:
Madeleine said:
Who guessed the cleaning fee would be challenged? Bingo.
Should just have charged the whole thing and called it a day.
I'm getting as much push back as if it was the whole thing..
Click to expand...
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
.
Click to expand...
jmj said:
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
Click to expand...
If the guest explains their problem, and leaves it at that, and the innkeeper feels that giving them a break from the usual policy, or a voucher for a future stay, is appropriate in that case, then sure, give them a break.
But if it's the guest demanding all their money back, that would and should create a situation much less conducive to giving them a break.
People should learn that "demanding" is counterproductive for them, especially when they've already agreed to the terms and don't have a leg to stand on.
.
Click to expand...
Arks said:
jmj said:
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
Click to expand...
If the guest explains their problem, and leaves it at that, and the innkeeper feels that giving them a break from the usual policy, or a voucher for a future stay, is appropriate in that case, then sure, give them a break.
But if it's the guest demanding all their money back, that would and should create a situation much less conducive to giving them a break.
People should learn that "demanding" is counterproductive for them, especially when they've already agreed to the terms and don't have a leg to stand on.
Click to expand...
PLUS - she actually used the room. She may not have slept there the whole night, but she took possession and messed the place up!
 
TheBeachHouse said:
Arks said:
jmj said:
Madeleine said:
Who guessed the cleaning fee would be challenged? Bingo.
Should just have charged the whole thing and called it a day.
I'm getting as much push back as if it was the whole thing..
Click to expand...
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
.
Click to expand...
jmj said:
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
Click to expand...
If the guest explains their problem, and leaves it at that, and the innkeeper feels that giving them a break from the usual policy, or a voucher for a future stay, is appropriate in that case, then sure, give them a break.
But if it's the guest demanding all their money back, that would and should create a situation much less conducive to giving them a break.
People should learn that "demanding" is counterproductive for them, especially when they've already agreed to the terms and don't have a leg to stand on.
.
Click to expand...
Arks said:
jmj said:
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
Click to expand...
If the guest explains their problem, and leaves it at that, and the innkeeper feels that giving them a break from the usual policy, or a voucher for a future stay, is appropriate in that case, then sure, give them a break.
But if it's the guest demanding all their money back, that would and should create a situation much less conducive to giving them a break.
People should learn that "demanding" is counterproductive for them, especially when they've already agreed to the terms and don't have a leg to stand on.
Click to expand...
PLUS - she actually used the room. She may not have slept there the whole night, but she took possession and messed the place up!
.
Click to expand...
This had been going back and forth for 2 days now. Them insisting they never "used" the room, us being the ones who had to clean the mess they left.
It's times like these I wish I worked for someone else and I got to go home at night and forget this nonsense. (Then I remember the corporate nonsense and the 2 am phone calls and the unhappy clients and I'm ok again.)
It's the 10 year slump I think. You're all gung ho the first few years, then you get a bunch of nasty guests and you get discouraged; then you get your second wind and cruise along for a few more years; then the ugly rears its head again and you have to regroup.
We're regrouping this year. Next few years should be great! Like giving birth (or having a kidney stone) you forget the pain and laugh at the silliness after awhile.
 
Madeleine said:
TheBeachHouse said:
Arks said:
jmj said:
Madeleine said:
Who guessed the cleaning fee would be challenged? Bingo.
Should just have charged the whole thing and called it a day.
I'm getting as much push back as if it was the whole thing..
Click to expand...
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
.
Click to expand...
jmj said:
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
Click to expand...
If the guest explains their problem, and leaves it at that, and the innkeeper feels that giving them a break from the usual policy, or a voucher for a future stay, is appropriate in that case, then sure, give them a break.
But if it's the guest demanding all their money back, that would and should create a situation much less conducive to giving them a break.
People should learn that "demanding" is counterproductive for them, especially when they've already agreed to the terms and don't have a leg to stand on.
.
Click to expand...
Arks said:
jmj said:
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
Click to expand...
If the guest explains their problem, and leaves it at that, and the innkeeper feels that giving them a break from the usual policy, or a voucher for a future stay, is appropriate in that case, then sure, give them a break.
But if it's the guest demanding all their money back, that would and should create a situation much less conducive to giving them a break.
People should learn that "demanding" is counterproductive for them, especially when they've already agreed to the terms and don't have a leg to stand on.
Click to expand...
PLUS - she actually used the room. She may not have slept there the whole night, but she took possession and messed the place up!
.
Click to expand...
This had been going back and forth for 2 days now. Them insisting they never "used" the room, us being the ones who had to clean the mess they left.
It's times like these I wish I worked for someone else and I got to go home at night and forget this nonsense. (Then I remember the corporate nonsense and the 2 am phone calls and the unhappy clients and I'm ok again.)
It's the 10 year slump I think. You're all gung ho the first few years, then you get a bunch of nasty guests and you get discouraged; then you get your second wind and cruise along for a few more years; then the ugly rears its head again and you have to regroup.
We're regrouping this year. Next few years should be great! Like giving birth (or having a kidney stone) you forget the pain and laugh at the silliness after awhile.
.
Click to expand...
this may change, but for now, DH and I have the attitude that the money is coming in, so if someone is a jerk, we can live without that person's money. We are 100% full every weekend and 40 - 60% full during the week. So arguing with jerks is just a waste of time.
We enjoy the nice people. And thre have been sooo many!
You're right to shake it off and forget the pain!
 
TheBeachHouse said:
Madeleine said:
TheBeachHouse said:
Arks said:
jmj said:
Madeleine said:
Who guessed the cleaning fee would be challenged? Bingo.
Should just have charged the whole thing and called it a day.
I'm getting as much push back as if it was the whole thing..
Click to expand...
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
.
Click to expand...
jmj said:
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
Click to expand...
If the guest explains their problem, and leaves it at that, and the innkeeper feels that giving them a break from the usual policy, or a voucher for a future stay, is appropriate in that case, then sure, give them a break.
But if it's the guest demanding all their money back, that would and should create a situation much less conducive to giving them a break.
People should learn that "demanding" is counterproductive for them, especially when they've already agreed to the terms and don't have a leg to stand on.
.
Click to expand...
Arks said:
jmj said:
At this point, I would say, "you're right, there should be no cleaning fee, there should be the whole fee, as you agreed to in the first place. I tried to be understanding, but you have made me realize, I need to stick to the policies. Thank you. "
Click to expand...
If the guest explains their problem, and leaves it at that, and the innkeeper feels that giving them a break from the usual policy, or a voucher for a future stay, is appropriate in that case, then sure, give them a break.
But if it's the guest demanding all their money back, that would and should create a situation much less conducive to giving them a break.
People should learn that "demanding" is counterproductive for them, especially when they've already agreed to the terms and don't have a leg to stand on.
Click to expand...
PLUS - she actually used the room. She may not have slept there the whole night, but she took possession and messed the place up!
.
Click to expand...
This had been going back and forth for 2 days now. Them insisting they never "used" the room, us being the ones who had to clean the mess they left.
It's times like these I wish I worked for someone else and I got to go home at night and forget this nonsense. (Then I remember the corporate nonsense and the 2 am phone calls and the unhappy clients and I'm ok again.)
It's the 10 year slump I think. You're all gung ho the first few years, then you get a bunch of nasty guests and you get discouraged; then you get your second wind and cruise along for a few more years; then the ugly rears its head again and you have to regroup.
We're regrouping this year. Next few years should be great! Like giving birth (or having a kidney stone) you forget the pain and laugh at the silliness after awhile.
.
Click to expand...
this may change, but for now, DH and I have the attitude that the money is coming in, so if someone is a jerk, we can live without that person's money. We are 100% full every weekend and 40 - 60% full during the week. So arguing with jerks is just a waste of time.
We enjoy the nice people. And thre have been sooo many!
You're right to shake it off and forget the pain!
.
Click to expand...
and speaking of nice people and cleaning fees, we had a return guest who specifies a certain room and only wants to stay there. they even mentioned that they looked at the house when it was for sale and want to move to the area.
so we kind of made friends. I was feeling pretty good about new friends and return guests when they left.
until DH cleaned the room. Pizza box and papers all over. Pizza sauce on the bedspread, on the floor, all over the microwave. Bottles, junk....he said he'd never seen a messier, dirtier room.
some friends! LOL
 

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