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Madeleine

Madeleine

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Joined
Sep 29, 2011
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Guest owes us about $150 for an extra person they brought who we didn't know about.
Guest has had a few annoying incidents during their stay - noise and smell complaints - that we have handled as soon as we were told. Guest has been absolutely terrific about it, no harm, no foul as far as they are concerned.
My thought is to tell them to forget the extra fee to offset the problems they've had.
Thoughts?
 
I think they'd be very happy with $75 off. It seems fair to split it: they give up $75 and you to give up $75.
 
I agree with Arks. Split the difference and you both go away happy.
 
I would still charge, they stayed, they had breakfast, even if they were good guests, they still need to pay you. Half off seems very fair.
 
Guest you did not know about ?
umm Well why did they not tell you about a guest they brought in? Were they trying the old cover up game? Hoping you would not mind some one extra?
You sleep you eat you pay> Peroid!
Understand you want them to be happy with their stay, but what are the chances they will be coming back to your B&B even if you compensate them by forgiving the charge for the extra person. Why $75? Perhaps they would be happy with something lower. After all, they must have understood that by bringing in an extra person there would be a charge.
 
Flower said:
Guest you did not know about ?
umm Well why did they not tell you about a guest they brought in? Were they trying the old cover up game? Hoping you would not mind some one extra?
You sleep you eat you pay> Peroid!
Understand you want them to be happy with their stay, but what are the chances they will be coming back to your B&B even if you compensate them by forgiving the charge for the extra person. Why $75? Perhaps they would be happy with something lower. After all, they must have understood that by bringing in an extra person there would be a charge..
Click to expand...
They now have family here so it's possible they might be back.
I was just thinking that most of us would offer something back to the guests if they had a series of issues with the room.
This way, I'm really out nothing because I don't have the money, yet.
 
Madeleine said:
Flower said:
Guest you did not know about ?
umm Well why did they not tell you about a guest they brought in? Were they trying the old cover up game? Hoping you would not mind some one extra?
You sleep you eat you pay> Peroid!
Understand you want them to be happy with their stay, but what are the chances they will be coming back to your B&B even if you compensate them by forgiving the charge for the extra person. Why $75? Perhaps they would be happy with something lower. After all, they must have understood that by bringing in an extra person there would be a charge..
Click to expand...
They now have family here so it's possible they might be back.
I was just thinking that most of us would offer something back to the guests if they had a series of issues with the room.
This way, I'm really out nothing because I don't have the money, yet.
.
Click to expand...
You took care of the issues and they were satisfied...that is worth some money. Are they the ones who will be paying the bill? If so, half off is generous. You shouldn't be out money when you satisfied their need and provided breakfast, bed and service! They should leave you a tip too!
 
EmptyNest said:
Madeleine said:
Flower said:
Guest you did not know about ?
umm Well why did they not tell you about a guest they brought in? Were they trying the old cover up game? Hoping you would not mind some one extra?
You sleep you eat you pay> Peroid!
Understand you want them to be happy with their stay, but what are the chances they will be coming back to your B&B even if you compensate them by forgiving the charge for the extra person. Why $75? Perhaps they would be happy with something lower. After all, they must have understood that by bringing in an extra person there would be a charge..
Click to expand...
They now have family here so it's possible they might be back.
I was just thinking that most of us would offer something back to the guests if they had a series of issues with the room.
This way, I'm really out nothing because I don't have the money, yet.
.
Click to expand...
You took care of the issues and they were satisfied...that is worth some money. Are they the ones who will be paying the bill? If so, half off is generous. You shouldn't be out money when you satisfied their need and provided breakfast, bed and service! They should leave you a tip too!
.
Click to expand...
I'm not thinking there will be a tip. Experience has shown most euros don't tip.
 
Thanks for all the ideas. They gave us a gift when they checked out. Left a tip for the housekeeper. Life is good.
 
EmptyNest said:
Madeleine said:
Thanks for all the ideas. They gave us a gift when they checked out. Left a tip for the housekeeper. Life is good..
Click to expand...
See I told you :) Did you charge them? half? Just curious
.
Click to expand...
No charge. They offered to settle up the bill. And I said no due to the issues they'd had with the room. They were surprised to say the least having just seen other rooms pay up for nights they didn't use, but that's the way it goes.
You know, had they been rude and made an awful mess, yes I would have done the half charge anyway. I hardly knew they were here.
And they ate everything without a peep.
 
Madeleine said:
EmptyNest said:
Madeleine said:
Thanks for all the ideas. They gave us a gift when they checked out. Left a tip for the housekeeper. Life is good..
Click to expand...
See I told you :) Did you charge them? half? Just curious
.
Click to expand...
No charge. They offered to settle up the bill. And I said no due to the issues they'd had with the room. They were surprised to say the least having just seen other rooms pay up for nights they didn't use, but that's the way it goes.
You know, had they been rude and made an awful mess, yes I would have done the half charge anyway. I hardly knew they were here.
And they ate everything without a peep.
.
Click to expand...
Someday, people will learn that their attitude determines so much of our actions. We can have our policies, and we can have our bad days...but a nice guest that doesn't drive us crazy with ridiculous demands...they go a long way in the way we react to their actions. You both feel good about their stay....you now have a repeat guest and probably a great review...and they left with a happy memory and appreciation for your understanding. Great for everyone!
 
Madeleine said:
EmptyNest said:
Madeleine said:
Thanks for all the ideas. They gave us a gift when they checked out. Left a tip for the housekeeper. Life is good..
Click to expand...
See I told you :) Did you charge them? half? Just curious
.
Click to expand...
No charge. They offered to settle up the bill. And I said no due to the issues they'd had with the room. They were surprised to say the least having just seen other rooms pay up for nights they didn't use, but that's the way it goes.
You know, had they been rude and made an awful mess, yes I would have done the half charge anyway. I hardly knew they were here.
And they ate everything without a peep.
.
Click to expand...
Madeleine said:
No charge. They offered to settle up the bill. And I said no due to the issues they'd had with the room. They were surprised to say the least having just seen other rooms pay up for nights they didn't use, but that's the way it goes.
You know, had they been rude and made an awful mess, yes I would have done the half charge anyway. I hardly knew they were here.
And they ate everything without a peep.
Click to expand...
Exactly what I would've done, especially if they will be returning in the future. A little good will goes a long, long way.
 

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