The wrong day

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Madeleine's picture
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09/29/2011

Situation: guest booked online for last night, did not show.

I'm betting they show today. What I need from you all- the graceful way to say gee your reservation was for last night and that room is taken now so you'll have to pay $50 more for any room that is open tonight.

If they do show up tonight it will just be the extra fee, I'm not holding them to paying totally for a new room plus last night's room.

Next week? Whole other story.

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Madeleine's picture
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Opened door, received immediate, abject apology. Everything OK now.

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No early check-ins. Period. Full Stop.

No early entrance into a department store, no early entrance into this B&B! The inn opens at 4pm.

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Calling them leads to excuses and pleads for reimbursement. 

They are adults not children that need hands being held to cross the street. 

Print out the reservation and keep it on hand for if they show today or next week. 

If they show and you are willing to let them stay for only $50 more, they should feel grateful for you doing so.

Madeleine's picture
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Couldn't take the suspense! Called and they were not planning on being here on the date they booked. And they are certain they booked another day and they have the confirmation to prove it.

Ok then. As long as we're all on the same page. Yeesh.

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Madeleine wrote:

Couldn't take the suspense! Called and they were not planning on being here on the date they booked. And they are certain they booked another day and they have the confirmation to prove it.

Ok then. As long as we're all on the same page. Yeesh.

And I am sure as soon as you hung up they went to look at the confirmation and their stomach dropped!

Highlands John's picture
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Copperhead wrote:

Madeleine wrote:

Couldn't take the suspense! Called and they were not planning on being here on the date they booked. And they are certain they booked another day and they have the confirmation to prove it.

Ok then. As long as we're all on the same page. Yeesh.

And I am sure as soon as you hung up they went to look at the confirmation and their stomach dropped!

Yep. Had a lady book 6 months in advance, turned up a day early. Insisted it was our error, and moaned constantly as she had to have a twin because both doubles where full. I went downstairs, printed off a copy of her confirmation, went back up and showed it to her, she was nice as pie after that. 

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Madeleine's picture
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Highlands John wrote:

Copperhead wrote:

Madeleine wrote:

Couldn't take the suspense! Called and they were not planning on being here on the date they booked. And they are certain they booked another day and they have the confirmation to prove it.

Ok then. As long as we're all on the same page. Yeesh.

And I am sure as soon as you hung up they went to look at the confirmation and their stomach dropped!

Yep. Had a lady book 6 months in advance, turned up a day early. Insisted it was our error, and moaned constantly as she had to have a twin because both doubles where full. I went downstairs, printed off a copy of her confirmation, went back up and showed it to her, she was nice as pie after that. 

We've had guests use our guest computer to "prove us wrong" by checking their email confirmation. Same thing... nice as pie afterwards.

Highlands John's picture
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Had that too. South African couple arrived here at 1.10pm, we were out. We arrived back at 3.30 and he was in a right strop. 

moaned because they'd been kept waiting and when I showed him the room he had the damn cheek to say "I'll have to check with my wife to see if we want to stay here now".

they did stay and I told him that our checkin times were in the confirmation I sent him and it said that if they want to arrive earlier they should let us know.

after they got their luggage I heard him on the computer looking at emails and he then had the nerve to say to me " you were right, it does say about checkin times on the email" .....I know it does, I've been sending out the same basic email text confirmations for years, I don't need agreement from you!!!!!

TheBeachHouse's picture
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Highlands John wrote:

Had that too. South African couple arrived here at 1.10pm, we were out. We arrived back at 3.30 and he was in a right strop. 

moaned because they'd been kept waiting and when I showed him the room he had the damn cheek to say "I'll have to check with my wife to see if we want to stay here now".

they did stay and I told him that our checkin times were in the confirmation I sent him and it said that if they want to arrive earlier they should let us know.

after they got their luggage I heard him on the computer looking at emails and he then had the nerve to say to me " you were right, it does say about checkin times on the email" .....I know it does, I've been sending out the same basic email text confirmations for years, I don't need agreement from you!!!!!

 

I estimate more than half of our guests arrive early.  Often around lunchtime.   If the room is ready, we show them up.  Better for us because we get a less stressful evening of waiting.   But if we have to be out of the house, we are.  They can wait.

Our sign says check is at 3 and they are welcome to lounge on the porch or by the pond in the meantime.

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Madeleine's picture
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09/29/2011

Second issue - are we supposed to call them to make sure they don't now show up on a day we're full? Cuz you know anything and everything is our fault.

We changed their Rez, we overbooked, etc.

Generic's picture
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02/24/2011

Honestly, we would have called on the day if we hadn't had them arrange self check in. Not that it helps, because sometimes they don't answer. And in the case of reservations that come from LricePine even they can't call the customer. We once had a room sit empty for 4 days because of that. I got paid, people kept on begging me for a room, but I wasn't able to release it because there was no way to reach the client.

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TheBeachHouse's picture
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Madeleine wrote:

Second issue - are we supposed to call them to make sure they don't now show up on a day we're full? Cuz you know anything and everything is our fault.

We changed their Rez, we overbooked, etc.

 

You probably should call just to see where they are.  If they aren't dead or dying, you can remind them that they are paying for the room.   "Oh, was that THIS week??"  

TheBeachHouse's picture
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We likely would just give them an open room no matter what the cost difference.

But I don't see any issue with charging them the difference in the room rate.  For them it is better than charging them for two nights total.

Madeleine's picture
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TheBeachHouse wrote:

We likely would just give them an open room no matter what the cost difference.

But I don't see any issue with charging them the difference in the room rate.  For them it is better than charging them for two nights total.

With any kind of notice at all, that's an option. But, lights were on all night, door code info was given out, they just never showed. And this is a Rez made 3 days ago, not like they forgot.

And, you know, we just don't really sleep well when guests haven't arrived yet. That's my issue, not theirs, but it makes me less likely to want to do them any favors.

I'm hoping they don't show at all but we've been to this rodeo before.

Arks's picture
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05/22/2010

Always a tough call. If you feel pretty sure you could have sold that room Sunday night, and sold Monday night, it's a shame to get paid one night, plus $50, when you probably could have had 2 full nights. And it was THEIR mistake.

But as we say, rules can be relaxed at the rulemaker's pleasure, and it's no fun to have someone in the house who's not happy with you.

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