Damage policy

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Flower's picture
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06/19/2011

As a result of damages & theft we have had in the past month, we are considering implementing the following policy. We would appreciate your input.

"As a result of recent substantial damages, we are implementing the following policy.
The cost of necessary repairs as a result of damages or replacement due to theft will be charged to the credit card used for the reservation/room payment.

Please be mindful that while you are staying at our B&B, it is also our private residence; which we are happy to share with you. We appreciate you respecting our personal property during your stay. Please note that you are responsible for any damages while staying at our B&B. If by chance you have an accident, please let your host know soonest so that it can looked after quickly."

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06/24/2008

Charging for damages to someone's CC will not hold up if the guest did not sign the receipt and fights the charge.   It matters not what verbiage you use in your policies. 

Having the language (I agree - short & to the point) in your policies keeps honest people honest!

The jerks will still be jerks.

I recall an innkeeper from another forum took guests to court after they maliciously damaged the mattress set.  

Hillbilly's picture
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10/22/2011

You can have all the wording you want and it wont make a difference. The only way you will be able to charge someone for damage is to have them sign something stating they did do damage and they agree to pay for it. Its a "He said, she said" type of deal. If you charge their card you will lose every time and will have to pay it back. So you have 3 options.

1) Post the damage agreement online and hope it will keep people in line. (Keep it simple and professional)
2) Take a damage deposit and inspect the room before people leave and then give it back. ( I do not recommend this)
3) If they damage something take them to court if they refuse to pay!

Just some thoughts

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Flower's picture
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Here Is what we have on our guest registration card. No we do not have it on our web site yet ! But that will change. Thinking of putting this in a different colour and bold the print. As it stands now it is just plain black and white. Or maybe frame it? to make it stand out so they cannot say they did not see it.this is on the top of the card they fill in. Thinking of different ways to let them see it.

Regardless of charge instructions, the undersign acknowledges the below as a personal indebtedness Guest will be responsible for any damages they may cause.

There name in print, address, city, postal code , phone number.   e mail  addy ,make of car and license No. Date in, Date out. Cost of room. Then they must put their signature  .

Under that we say :

This property is a privately   owned and management reserves the right to refuse service to any one and will not be responsible for accidents or injury to guests or for loss of money, jewelry or valuables of any kind.

Flower's picture
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Do you think this will cover most things ? Is it strong enough language?

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01/12/2013

I agree with Maddie. Short and to the point. And I know from experience that cc companies will not let you charge for damages if the guest fights it. So it's really a moot point anyway.  Keep it short so it sticks in the guests' head, but not so wordy that it irritates them and they won't read it.  My registration card reads "Guest is responsible for damage to linens or other property due to negligence or unintended acts."  I like Maddie's even better.

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10/07/2008

DO you not have this currently on your policies? What about in the room? What about on their statement after they pay? "Guests responsible for any damage to linens and furnishings..."

BTW I have a mahogany ladies dressing table in our cottage that has had the last three guests put cold drinks on and leave rings. No kidding, really? Why would you do that? Maybe they put them dripping on a piece of paper and not the coasters, I can't say for sure, but there are now rings on the top. I covered two up with national parks and owl books.  I am sure they will have rings on them next, but better than the wood.

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Silverspoon's picture
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10/16/2011

We have almost every horizontal surface in the this place covered with glass.  Still, people don't pay attention and water damage is always a challenge.

Just this morning, as I was fluffing the guest living room, I saw that Brits who were reading and drinking in this location last evening must have spilled some wine on the GLASS covered, antique  coffee table.  The liquid seeped under the glass and left a big white blotch. 

Howards Restore a Finish to the rescue.  After drying the glass and table I rubbed a bit of the Howards into the blotch and, voila!  Gone...took me about 5 minutes.

I highly recommend this stuff...it works wonders. 

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Madeleine's picture
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09/29/2011

No one uses coasters. No one! Wet glasses, bottles, cans. Dripping wine bottles. All sitting on the furniture right next to the coaster.

Is the coaster too pretty? 

Swirt had a recipe here for getting out the rings. Not that anyone has time for this stuff!

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Skamokawa's picture
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08/24/2008

Here's what I do on these finishes, just to get me through to the next 'real' refinish (and glass cover!):

Fine grit sandpaper:  sand with the grain, then the trusty Old English Scratch cover.  Works miracles. Quickly.

A guest put a hot pot of spaghetti (seriously!) on a varnished dark dresser.  The old varnish was not in that great shape. You can't tell after the Old English treatment.  Hopefully the serious refinish then glass top will take place next year.

 

 

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TheBeachHouse's picture
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Joey Bloggs wrote:

DO you not have this currently on your policies? What about in the room? What about on their statement after they pay? "Guests responsible for any damage to linens and furnishings..."

BTW I have a mahogany ladies dressing table in our cottage that has had the last three guests put cold drinks on and leave rings. No kidding, really? Why would you do that? Maybe they put them dripping on a piece of paper and not the coasters, I can't say for sure, but there are now rings on the top. I covered two up with national parks and owl books.  I am sure they will have rings on them next, but better than the wood.

 

I cringe when I see glasses or bottles sit naked on a surface.   Coasters are your friend!!!!!

I often wonder why the people in my home do not already know that.

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Highlands John's picture
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04/16/2010

Probably wont work for danage as well but I once saw a notice in a B&B that said

"If you would like to keep our towels or bath robes to take home with you we will be happy to charge them to your account"....followed by prices.

 

I thought it was a nice way of saying if you nick stuff we're gonna charge your card for it.

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Joey Camb's picture
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04/02/2010

don't get me started on this one - we have one bathroom the a macerator ie toilet works with a blender type systems - signs on toilet lid, back of door ie direct eye line with toilet when sat, toilet tank and top of tank - still have people putting things down it they shouldn't - £86 call out and fix by specialist plumber

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Breakfast Diva's picture
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05/26/2009

I  agree with Maddie...just a simple statement and leave it at that. You don't want to sound heavy handed and make them afraid to touch anything.

Madeleine's picture
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09/29/2011

I'd skip the reason why and just state that damages or losses will be charged to the card on file. The cc company will not back you on a charge back, but you can try to get the guest to sign for it.

One short paragraph. No personal info. No comment on recent problems as it sounds like you have hooligans staying with you all the time. Guests won't feel safe.

We reserve the right to charge for damages or losses caused by the guest. 

Flower's picture
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06/19/2011

Thank you one brave soul. Thank you for the input

Yes I do feel we have had a I don't give a darn people. One that parents surly did not installed doing what is right thing to do. Then people wonder why kids {people)  are the way they are . Values gone out the door when they left their mums  home.

Oh you bet the people will sign it on their rez  card. It will be written in bold letters. at the bottom of the card. If they fail to read it. That is their problem.

Madeleine's picture
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09/29/2011

They have to sign the cc receipt. I have a damages statement on the rez form as well. Makes no difference.

The cc companies do not allow you to charge the guest after the fact for damage. The guest has to sign the cc slip.

You can, I think, charge for theft, but you have to be able to prove it.

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