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Madeleine

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Sep 29, 2011
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Just got a call from a guest who has apparently been beating on the door for an hour. We are not home, we are gone for 2 days.
I asked them if they have their confirmation. Yes they do. It's for tomorrow. That's not what they wanted.
We review with them on the phone what they reserved. It's in the confirmation. They have multiple add ons which all have to be canceled. Dinner. Passes. Flowers. Etc.
Please read. Please.
 
I am finding that we must double and triple check our plans these days when we travel. That is especially true when we are really busy and then traveling immediately after. We have tried a small amount of winging it with everything on the phone, but mostly I still print out stuff and make a folder to bring with us.
There have been a few cases where having the confirmation or receipt has saved the day. Lost car and hotel reservations, airline tickets that got canceled mid-trip, baggage that doesn't make it. Fortunately, not all those things at once, but it does happen. Strangely, I do not recall this happening with one of our guests. I wonder if our email 3 days prior helps.
 
Yes as busy as people are these days, you have to really triple-check before reserving anything.
The worst thing I've ever done was book a flight to Atlanta, arriving at 11 a.m., meaning to book a return flight at 1 p.m. 3 days later, but I mistakenly booked a return on the say day I arrived, so I had just 2 hours in Atlanta!
It cost me about $200 to change the reservation. Lesson well learned! I triple check dates and times now.
 
I am finding that we must double and triple check our plans these days when we travel. That is especially true when we are really busy and then traveling immediately after. We have tried a small amount of winging it with everything on the phone, but mostly I still print out stuff and make a folder to bring with us.
There have been a few cases where having the confirmation or receipt has saved the day. Lost car and hotel reservations, airline tickets that got canceled mid-trip, baggage that doesn't make it. Fortunately, not all those things at once, but it does happen. Strangely, I do not recall this happening with one of our guests. I wonder if our email 3 days prior helps..
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
 
Yes as busy as people are these days, you have to really triple-check before reserving anything.
The worst thing I've ever done was book a flight to Atlanta, arriving at 11 a.m., meaning to book a return flight at 1 p.m. 3 days later, but I mistakenly booked a return on the say day I arrived, so I had just 2 hours in Atlanta!
It cost me about $200 to change the reservation. Lesson well learned! I triple check dates and times now..
I'll be quadruple checking everything in a few more years. I am hoping I can afford an assistant by then. You know, some dapper chap who makes my breakfast and brings me a cup of tea in the afternoon. MR. French, from Family Affair would do.
 
Let me guess. You only charged them for one night. Or nothing? Please stop that! NOT YOUR FAULT! NONE OF IT!
 
I am finding that we must double and triple check our plans these days when we travel. That is especially true when we are really busy and then traveling immediately after. We have tried a small amount of winging it with everything on the phone, but mostly I still print out stuff and make a folder to bring with us.
There have been a few cases where having the confirmation or receipt has saved the day. Lost car and hotel reservations, airline tickets that got canceled mid-trip, baggage that doesn't make it. Fortunately, not all those things at once, but it does happen. Strangely, I do not recall this happening with one of our guests. I wonder if our email 3 days prior helps..
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
.
Madeleine said:
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
Of course they didn't think they needed to call you to correct the error. Just show up a day early and think all can be pushed up?

I sure hope you charged them. They are adults, they were able to read when they made the reservation & added the extras. It is not your fault they chose NOT to read the confirmation.
As Arks said, HE paid $200 for his mistake! The airlines are not going to take a loss and neither should you.

I sure hope that blogger finds this thread and writes about this Bob & Emily problem. If you do blogger, please make sure you remind the guest to READ their confirmation & CALL if it doesn't match what you THINK you booked.
wink_smile.gif

 
I am finding that we must double and triple check our plans these days when we travel. That is especially true when we are really busy and then traveling immediately after. We have tried a small amount of winging it with everything on the phone, but mostly I still print out stuff and make a folder to bring with us.
There have been a few cases where having the confirmation or receipt has saved the day. Lost car and hotel reservations, airline tickets that got canceled mid-trip, baggage that doesn't make it. Fortunately, not all those things at once, but it does happen. Strangely, I do not recall this happening with one of our guests. I wonder if our email 3 days prior helps..
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
.
Madeleine said:
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
Of course they didn't think they needed to call you to correct the error. Just show up a day early and think all can be pushed up?

I sure hope you charged them. They are adults, they were able to read when they made the reservation & added the extras. It is not your fault they chose NOT to read the confirmation.
As Arks said, HE paid $200 for his mistake! The airlines are not going to take a loss and neither should you.

I sure hope that blogger finds this thread and writes about this Bob & Emily problem. If you do blogger, please make sure you remind the guest to READ their confirmation & CALL if it doesn't match what you THINK you booked.
wink_smile.gif

.
One thing that came to mind in reading this is that this is why we really try to find ways for our guests to book on line without us. They get an instant confirmation of what they did and there is no way for them to even suggest the inn keeper changed the date. They have to agree to our policies and we instantly confirm they have.
If innkeepers aren't following a set of firm and consistent basic guidelines, they are bringing unnecessary grief into their world.
 
I am finding that we must double and triple check our plans these days when we travel. That is especially true when we are really busy and then traveling immediately after. We have tried a small amount of winging it with everything on the phone, but mostly I still print out stuff and make a folder to bring with us.
There have been a few cases where having the confirmation or receipt has saved the day. Lost car and hotel reservations, airline tickets that got canceled mid-trip, baggage that doesn't make it. Fortunately, not all those things at once, but it does happen. Strangely, I do not recall this happening with one of our guests. I wonder if our email 3 days prior helps..
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
.
Madeleine said:
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
Of course they didn't think they needed to call you to correct the error. Just show up a day early and think all can be pushed up?

I sure hope you charged them. They are adults, they were able to read when they made the reservation & added the extras. It is not your fault they chose NOT to read the confirmation.
As Arks said, HE paid $200 for his mistake! The airlines are not going to take a loss and neither should you.

I sure hope that blogger finds this thread and writes about this Bob & Emily problem. If you do blogger, please make sure you remind the guest to READ their confirmation & CALL if it doesn't match what you THINK you booked.
wink_smile.gif

.
One thing that came to mind in reading this is that this is why we really try to find ways for our guests to book on line without us. They get an instant confirmation of what they did and there is no way for them to even suggest the inn keeper changed the date. They have to agree to our policies and we instantly confirm they have.
If innkeepers aren't following a set of firm and consistent basic guidelines, they are bringing unnecessary grief into their world.
.
I'm not being argumentative here but we have also had guests who made their own online reservations claim that we changed the dates when they either showed up days late or a week early.
It's a matter of taking responsibility which fewer guests seem to do.
In 10 years I think maybe 5 guests have called to say they got the date wrong, very sorry, is there any chance we have a room open for the correct date.
All the others either showed up on the wrong day or claimed ignorance when we called after them not showing up.
 
online doesn't stop them - had a woman book online then ring as booked the sunday wanted the Saturday (likely at sunday prices) pointed out why she couldn't book it was because we were full
 
I am finding that we must double and triple check our plans these days when we travel. That is especially true when we are really busy and then traveling immediately after. We have tried a small amount of winging it with everything on the phone, but mostly I still print out stuff and make a folder to bring with us.
There have been a few cases where having the confirmation or receipt has saved the day. Lost car and hotel reservations, airline tickets that got canceled mid-trip, baggage that doesn't make it. Fortunately, not all those things at once, but it does happen. Strangely, I do not recall this happening with one of our guests. I wonder if our email 3 days prior helps..
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
.
Madeleine said:
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
Of course they didn't think they needed to call you to correct the error. Just show up a day early and think all can be pushed up?

I sure hope you charged them. They are adults, they were able to read when they made the reservation & added the extras. It is not your fault they chose NOT to read the confirmation.
As Arks said, HE paid $200 for his mistake! The airlines are not going to take a loss and neither should you.

I sure hope that blogger finds this thread and writes about this Bob & Emily problem. If you do blogger, please make sure you remind the guest to READ their confirmation & CALL if it doesn't match what you THINK you booked.
wink_smile.gif

.
One thing that came to mind in reading this is that this is why we really try to find ways for our guests to book on line without us. They get an instant confirmation of what they did and there is no way for them to even suggest the inn keeper changed the date. They have to agree to our policies and we instantly confirm they have.
If innkeepers aren't following a set of firm and consistent basic guidelines, they are bringing unnecessary grief into their world.
.
I'm not being argumentative here but we have also had guests who made their own online reservations claim that we changed the dates when they either showed up days late or a week early.
It's a matter of taking responsibility which fewer guests seem to do.
In 10 years I think maybe 5 guests have called to say they got the date wrong, very sorry, is there any chance we have a room open for the correct date.
All the others either showed up on the wrong day or claimed ignorance when we called after them not showing up.
.
I certainly don't take it as argumentative. I think my point is that something is different. In ten years, we have had only one time where a guest had the wrong dates. One. We have ensured that our guests take responsibility before they arrive.
If you aren't going to change how you do what you do, that's up to you, but there is little value in applying that to the industry as a whole. Our guests do their job. They honor their commitment. They do this because we prepare them to do this.
 
Yes as busy as people are these days, you have to really triple-check before reserving anything.
The worst thing I've ever done was book a flight to Atlanta, arriving at 11 a.m., meaning to book a return flight at 1 p.m. 3 days later, but I mistakenly booked a return on the say day I arrived, so I had just 2 hours in Atlanta!
It cost me about $200 to change the reservation. Lesson well learned! I triple check dates and times now..
On our way to the US in February we stopped overnight at a hotel near Edinburgh airport. We arrived there at 10pm to discover I'd booked the 12th March instead of 12th February. It was sheer luck that we managed to get a room.
In my defense...... because February is a 28 day month the 12th March is the same day of the week as 12th feb.
A family event has been announced in March in Las Vegas, I had a 1 night booking for the week we are going so I found her a room somewhere else, emailed her very apologetic, told her I'd transfer the booking and deposit if it was ok with her. Next morning she phoned, as soon as she told me her name I was expecting disgruntled guest, instead she apologized to me, she had meant to book June and it was only when she saw my email that she realized she'd booked the wrong month. Booking moved, everybody happy bunnies.
 
I am finding that we must double and triple check our plans these days when we travel. That is especially true when we are really busy and then traveling immediately after. We have tried a small amount of winging it with everything on the phone, but mostly I still print out stuff and make a folder to bring with us.
There have been a few cases where having the confirmation or receipt has saved the day. Lost car and hotel reservations, airline tickets that got canceled mid-trip, baggage that doesn't make it. Fortunately, not all those things at once, but it does happen. Strangely, I do not recall this happening with one of our guests. I wonder if our email 3 days prior helps..
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
.
Madeleine said:
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
Of course they didn't think they needed to call you to correct the error. Just show up a day early and think all can be pushed up?

I sure hope you charged them. They are adults, they were able to read when they made the reservation & added the extras. It is not your fault they chose NOT to read the confirmation.
As Arks said, HE paid $200 for his mistake! The airlines are not going to take a loss and neither should you.

I sure hope that blogger finds this thread and writes about this Bob & Emily problem. If you do blogger, please make sure you remind the guest to READ their confirmation & CALL if it doesn't match what you THINK you booked.
wink_smile.gif

.
One thing that came to mind in reading this is that this is why we really try to find ways for our guests to book on line without us. They get an instant confirmation of what they did and there is no way for them to even suggest the inn keeper changed the date. They have to agree to our policies and we instantly confirm they have.
If innkeepers aren't following a set of firm and consistent basic guidelines, they are bringing unnecessary grief into their world.
.
I'm not being argumentative here but we have also had guests who made their own online reservations claim that we changed the dates when they either showed up days late or a week early.
It's a matter of taking responsibility which fewer guests seem to do.
In 10 years I think maybe 5 guests have called to say they got the date wrong, very sorry, is there any chance we have a room open for the correct date.
All the others either showed up on the wrong day or claimed ignorance when we called after them not showing up.
.
Madeleine said:
I'm not being argumentative here but we have also had guests who made their own online reservations claim that we changed the dates when they either showed up days late or a week early.
I can't see how they can do that, you send a confirmation, if the date is wrong it's their responsibility to get it corrected. I always tell people that we send a confirmation and if they've not receivd it in 24 hour they must let me know, online booking system says the same thing. That covers me for people claiming they never got the confirmation.
 
I am finding that we must double and triple check our plans these days when we travel. That is especially true when we are really busy and then traveling immediately after. We have tried a small amount of winging it with everything on the phone, but mostly I still print out stuff and make a folder to bring with us.
There have been a few cases where having the confirmation or receipt has saved the day. Lost car and hotel reservations, airline tickets that got canceled mid-trip, baggage that doesn't make it. Fortunately, not all those things at once, but it does happen. Strangely, I do not recall this happening with one of our guests. I wonder if our email 3 days prior helps..
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
.
Madeleine said:
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
Of course they didn't think they needed to call you to correct the error. Just show up a day early and think all can be pushed up?

I sure hope you charged them. They are adults, they were able to read when they made the reservation & added the extras. It is not your fault they chose NOT to read the confirmation.
As Arks said, HE paid $200 for his mistake! The airlines are not going to take a loss and neither should you.

I sure hope that blogger finds this thread and writes about this Bob & Emily problem. If you do blogger, please make sure you remind the guest to READ their confirmation & CALL if it doesn't match what you THINK you booked.
wink_smile.gif

.
One thing that came to mind in reading this is that this is why we really try to find ways for our guests to book on line without us. They get an instant confirmation of what they did and there is no way for them to even suggest the inn keeper changed the date. They have to agree to our policies and we instantly confirm they have.
If innkeepers aren't following a set of firm and consistent basic guidelines, they are bringing unnecessary grief into their world.
.
I'm not being argumentative here but we have also had guests who made their own online reservations claim that we changed the dates when they either showed up days late or a week early.
It's a matter of taking responsibility which fewer guests seem to do.
In 10 years I think maybe 5 guests have called to say they got the date wrong, very sorry, is there any chance we have a room open for the correct date.
All the others either showed up on the wrong day or claimed ignorance when we called after them not showing up.
.
Madeleine said:
I'm not being argumentative here but we have also had guests who made their own online reservations claim that we changed the dates when they either showed up days late or a week early.
I can't see how they can do that, you send a confirmation, if the date is wrong it's their responsibility to get it corrected. I always tell people that we send a confirmation and if they've not receivd it in 24 hour they must let me know, online booking system says the same thing. That covers me for people claiming they never got the confirmation.
.
My online system has the same info. First line in the confirmation encourages the guest to check the dates. On the phone I say to expect the email that evening and to call if not received.
There's not much else I can do. They get multiple points of contact from us with all their details.
My guess is that guests coming from a couple of hours away just aren't as careful about the date. Altho this couple was from out of the country so that I don't get at all. They had all their other reservations made correctly, so they told me.
 
I just got an email from guest asking for an early check in on Sunday. (Their reservation has them checking in on Saturday). Now waiting to see what day they really are coming!
I am amazed at the people this year who are off by a day or month.
Dude, I check dates when planning my life please check them when planning yours! (just sayin)
I hope it is Sunday, I got film crew coming sometime next week to take pictures for the state's next Fall promotion! Not to mention I have VIP's coming this weekend for all the activities around here. (Grandsons, OK to me they are VIP's)
wink_smile.gif
 
I am finding that we must double and triple check our plans these days when we travel. That is especially true when we are really busy and then traveling immediately after. We have tried a small amount of winging it with everything on the phone, but mostly I still print out stuff and make a folder to bring with us.
There have been a few cases where having the confirmation or receipt has saved the day. Lost car and hotel reservations, airline tickets that got canceled mid-trip, baggage that doesn't make it. Fortunately, not all those things at once, but it does happen. Strangely, I do not recall this happening with one of our guests. I wonder if our email 3 days prior helps..
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
.
Madeleine said:
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
Of course they didn't think they needed to call you to correct the error. Just show up a day early and think all can be pushed up?

I sure hope you charged them. They are adults, they were able to read when they made the reservation & added the extras. It is not your fault they chose NOT to read the confirmation.
As Arks said, HE paid $200 for his mistake! The airlines are not going to take a loss and neither should you.

I sure hope that blogger finds this thread and writes about this Bob & Emily problem. If you do blogger, please make sure you remind the guest to READ their confirmation & CALL if it doesn't match what you THINK you booked.
wink_smile.gif

.
One thing that came to mind in reading this is that this is why we really try to find ways for our guests to book on line without us. They get an instant confirmation of what they did and there is no way for them to even suggest the inn keeper changed the date. They have to agree to our policies and we instantly confirm they have.
If innkeepers aren't following a set of firm and consistent basic guidelines, they are bringing unnecessary grief into their world.
.
I'm not being argumentative here but we have also had guests who made their own online reservations claim that we changed the dates when they either showed up days late or a week early.
It's a matter of taking responsibility which fewer guests seem to do.
In 10 years I think maybe 5 guests have called to say they got the date wrong, very sorry, is there any chance we have a room open for the correct date.
All the others either showed up on the wrong day or claimed ignorance when we called after them not showing up.
.
Madeleine said:
I'm not being argumentative here but we have also had guests who made their own online reservations claim that we changed the dates when they either showed up days late or a week early.
I can't see how they can do that, you send a confirmation, if the date is wrong it's their responsibility to get it corrected. I always tell people that we send a confirmation and if they've not receivd it in 24 hour they must let me know, online booking system says the same thing. That covers me for people claiming they never got the confirmation.
.
My online system has the same info. First line in the confirmation encourages the guest to check the dates. On the phone I say to expect the email that evening and to call if not received.
There's not much else I can do. They get multiple points of contact from us with all their details.
My guess is that guests coming from a couple of hours away just aren't as careful about the date. Altho this couple was from out of the country so that I don't get at all. They had all their other reservations made correctly, so they told me.
.
My guess is that there is a lot more you could do, but if you are determining that there is nothing more you can do, that's up to you.
 
I just got an email from guest asking for an early check in on Sunday. (Their reservation has them checking in on Saturday). Now waiting to see what day they really are coming!
I am amazed at the people this year who are off by a day or month.
Dude, I check dates when planning my life please check them when planning yours! (just sayin)
I hope it is Sunday, I got film crew coming sometime next week to take pictures for the state's next Fall promotion! Not to mention I have VIP's coming this weekend for all the activities around here. (Grandsons, OK to me they are VIP's)
wink_smile.gif
.
Aren't you going to call them to find out? I sure would. OR email at the very least. Otherwise you are going to have some disgruntled guests on your hands.:-(
 
I am finding that we must double and triple check our plans these days when we travel. That is especially true when we are really busy and then traveling immediately after. We have tried a small amount of winging it with everything on the phone, but mostly I still print out stuff and make a folder to bring with us.
There have been a few cases where having the confirmation or receipt has saved the day. Lost car and hotel reservations, airline tickets that got canceled mid-trip, baggage that doesn't make it. Fortunately, not all those things at once, but it does happen. Strangely, I do not recall this happening with one of our guests. I wonder if our email 3 days prior helps..
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
.
Madeleine said:
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
Of course they didn't think they needed to call you to correct the error. Just show up a day early and think all can be pushed up?

I sure hope you charged them. They are adults, they were able to read when they made the reservation & added the extras. It is not your fault they chose NOT to read the confirmation.
As Arks said, HE paid $200 for his mistake! The airlines are not going to take a loss and neither should you.

I sure hope that blogger finds this thread and writes about this Bob & Emily problem. If you do blogger, please make sure you remind the guest to READ their confirmation & CALL if it doesn't match what you THINK you booked.
wink_smile.gif

.
One thing that came to mind in reading this is that this is why we really try to find ways for our guests to book on line without us. They get an instant confirmation of what they did and there is no way for them to even suggest the inn keeper changed the date. They have to agree to our policies and we instantly confirm they have.
If innkeepers aren't following a set of firm and consistent basic guidelines, they are bringing unnecessary grief into their world.
.
I'm not being argumentative here but we have also had guests who made their own online reservations claim that we changed the dates when they either showed up days late or a week early.
It's a matter of taking responsibility which fewer guests seem to do.
In 10 years I think maybe 5 guests have called to say they got the date wrong, very sorry, is there any chance we have a room open for the correct date.
All the others either showed up on the wrong day or claimed ignorance when we called after them not showing up.
.
Madeleine said:
I'm not being argumentative here but we have also had guests who made their own online reservations claim that we changed the dates when they either showed up days late or a week early.
I can't see how they can do that, you send a confirmation, if the date is wrong it's their responsibility to get it corrected. I always tell people that we send a confirmation and if they've not receivd it in 24 hour they must let me know, online booking system says the same thing. That covers me for people claiming they never got the confirmation.
.
My online system has the same info. First line in the confirmation encourages the guest to check the dates. On the phone I say to expect the email that evening and to call if not received.
There's not much else I can do. They get multiple points of contact from us with all their details.
My guess is that guests coming from a couple of hours away just aren't as careful about the date. Altho this couple was from out of the country so that I don't get at all. They had all their other reservations made correctly, so they told me.
.
My guess is that there is a lot more you could do, but if you are determining that there is nothing more you can do, that's up to you.
.
happykeeper said:
My guess is that there is a lot more you could do, but if you are determining that there is nothing more you can do, that's up to you.
Other than personally talking to them? Sending them the confirmation? Resending a welcome email a few days before? Sending the dinner confirmation with the restaurant phone number and maitre d's name? Sending a taxi to the train to greet them? Never leaving the house so I can be here when confused people show up?
Should I harass them on their vacation by calling them? Texting them asking when they will be arriving? Calling after I send the confirmation to make sure they got it? Demanding they reply back to say that it is perfectly clear to them what they got themselves into by booking here?
Give me a break already.
 
I just got an email from guest asking for an early check in on Sunday. (Their reservation has them checking in on Saturday). Now waiting to see what day they really are coming!
I am amazed at the people this year who are off by a day or month.
Dude, I check dates when planning my life please check them when planning yours! (just sayin)
I hope it is Sunday, I got film crew coming sometime next week to take pictures for the state's next Fall promotion! Not to mention I have VIP's coming this weekend for all the activities around here. (Grandsons, OK to me they are VIP's)
wink_smile.gif
.
Aren't you going to call them to find out? I sure would. OR email at the very least. Otherwise you are going to have some disgruntled guests on your hands.:-(
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EmptyNest said:
Aren't you going to call them to find out? I sure would. OR email at the very least. Otherwise you are going to have some disgruntled guests on your hands.:-(
I did, but haven't heard back before writing the other post. So it is Sunday. Are you kidding I check and double check all my check ins. I even catch some of the mistakes that they made on their on line reservation just by what they have told me.
 
I am finding that we must double and triple check our plans these days when we travel. That is especially true when we are really busy and then traveling immediately after. We have tried a small amount of winging it with everything on the phone, but mostly I still print out stuff and make a folder to bring with us.
There have been a few cases where having the confirmation or receipt has saved the day. Lost car and hotel reservations, airline tickets that got canceled mid-trip, baggage that doesn't make it. Fortunately, not all those things at once, but it does happen. Strangely, I do not recall this happening with one of our guests. I wonder if our email 3 days prior helps..
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
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Madeleine said:
They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
Of course they didn't think they needed to call you to correct the error. Just show up a day early and think all can be pushed up?

I sure hope you charged them. They are adults, they were able to read when they made the reservation & added the extras. It is not your fault they chose NOT to read the confirmation.
As Arks said, HE paid $200 for his mistake! The airlines are not going to take a loss and neither should you.

I sure hope that blogger finds this thread and writes about this Bob & Emily problem. If you do blogger, please make sure you remind the guest to READ their confirmation & CALL if it doesn't match what you THINK you booked.
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One thing that came to mind in reading this is that this is why we really try to find ways for our guests to book on line without us. They get an instant confirmation of what they did and there is no way for them to even suggest the inn keeper changed the date. They have to agree to our policies and we instantly confirm they have.
If innkeepers aren't following a set of firm and consistent basic guidelines, they are bringing unnecessary grief into their world.
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I'm not being argumentative here but we have also had guests who made their own online reservations claim that we changed the dates when they either showed up days late or a week early.
It's a matter of taking responsibility which fewer guests seem to do.
In 10 years I think maybe 5 guests have called to say they got the date wrong, very sorry, is there any chance we have a room open for the correct date.
All the others either showed up on the wrong day or claimed ignorance when we called after them not showing up.
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Madeleine said:
I'm not being argumentative here but we have also had guests who made their own online reservations claim that we changed the dates when they either showed up days late or a week early.
I can't see how they can do that, you send a confirmation, if the date is wrong it's their responsibility to get it corrected. I always tell people that we send a confirmation and if they've not receivd it in 24 hour they must let me know, online booking system says the same thing. That covers me for people claiming they never got the confirmation.
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My online system has the same info. First line in the confirmation encourages the guest to check the dates. On the phone I say to expect the email that evening and to call if not received.
There's not much else I can do. They get multiple points of contact from us with all their details.
My guess is that guests coming from a couple of hours away just aren't as careful about the date. Altho this couple was from out of the country so that I don't get at all. They had all their other reservations made correctly, so they told me.
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My guess is that there is a lot more you could do, but if you are determining that there is nothing more you can do, that's up to you.
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happykeeper said:
My guess is that there is a lot more you could do, but if you are determining that there is nothing more you can do, that's up to you.
Other than personally talking to them? Sending them the confirmation? Resending a welcome email a few days before? Sending the dinner confirmation with the restaurant phone number and maitre d's name? Sending a taxi to the train to greet them? Never leaving the house so I can be here when confused people show up?
Should I harass them on their vacation by calling them? Texting them asking when they will be arriving? Calling after I send the confirmation to make sure they got it? Demanding they reply back to say that it is perfectly clear to them what they got themselves into by booking here?
Give me a break already.
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Whoa Nelly! So if your long list doesn't result in a solution, do you just throw in the towel, blame the guests, and do it all over again?
 
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