Silly gripe

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Madeleine

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Guests' reservation says they'll arrive at 3 PM. It's now almost 7. I got a call from the road from a new guest who wanted 2 nights. I figured guest 1 would be arriving at 3 and I would show them a different room and ask if they wanted to upgrade so guest 2 could have the same room two nights in a row.
Guest 2 due to arrive at 8. Showed up at 6:45. Get them all settled in and Guest 1 is ringing the doorbell at 6:50. Sigh.
Could not move guest 1 to upgraded room as I don't know why they took the room they did. Couldn't get them on the phone.
Now have to clean both rooms in the morning.
I know why guest 1 was 4 hours later than they said...they went out for dinner, stopped to meet friends, gadded around even tho they drove RIGHT by the house to get to their friends' house.
It's not really a completely silly gripe because I have found out a big part of my everyday health problems are due to the constant bending to make the beds and clean the rooms. (Yes, either I get that health issue cleared up or we have to hire FT help.)
 
I'd say that's a warranted gripe. Too bad they didn't get your call - I'm sure they would have taken the upgrade. Sorry for the extra work :(
 
People, hey?: Sometimes I really wonder. Anytime I get a reservation, I always tell them to be sure and let me know if they have a change of plans, whether it is the time of arrival or cancellation.. If I don't do that they just think I am ready and waiting for them full time. Doesn't always work, but sure helps. If they don't show up at their specified time, (give or take twenty minutes either side) I head out and do chores or whatever. I have been know to leave too. Then they usually just call on their cell phone. And, yes, I am a cranky little old lady when people are inconsiderate.
 
I would say it depends a great deal on the level of service you want to offer. Our guests are paying us a substantial sum to stay with us. If their vacation activities end up changing the arrival time they provided, so be it.
We ask them to contact us if they are arriving after dark, so we may provide additional directions, but we don't have a specific time for check in. If our operation specifically stated that there were exact hours when they must check in, well that is a different level of service and the guest should know that this is part of their obligation in exchange for what you are offering them in return.
I might add that one thing that helps us is that we almost always have a contact cell phone so we can engage our guest prior to their arrival. This has helped us on many occasions.
 
My friends TEXT guests on the road when possible several hours out asking if they will be arriving at their specified time. It is working very well for them.
 
Our policy, upgrades, if any are given to those who arrive in our check-in window or according to our need. If they are more than an hour late, we try to text them. But just not coming according to their window would have just disqualified them for the upgrade. They don't realize it, but that's how we do it.
 
Our policy, upgrades, if any are given to those who arrive in our check-in window or according to our need. If they are more than an hour late, we try to text them. But just not coming according to their window would have just disqualified them for the upgrade. They don't realize it, but that's how we do it..
Jon Sable said:
Our policy, upgrades, if any are given to those who arrive in our check-in window or according to our need. If they are more than an hour late, we try to text them. But just not coming according to their window would have just disqualified them for the upgrade. They don't realize it, but that's how we do it.
The upgrade was for my benefit not theirs. So I didn't have to move another guest for their second night.
 
Our policy, upgrades, if any are given to those who arrive in our check-in window or according to our need. If they are more than an hour late, we try to text them. But just not coming according to their window would have just disqualified them for the upgrade. They don't realize it, but that's how we do it..
Jon Sable said:
Our policy, upgrades, if any are given to those who arrive in our check-in window or according to our need. If they are more than an hour late, we try to text them. But just not coming according to their window would have just disqualified them for the upgrade. They don't realize it, but that's how we do it.
The upgrade was for my benefit not theirs. So I didn't have to move another guest for their second night.
.
Unless there was a reason (stairs) or a missed amenity, I would automatically do it and present it as an upgrade. We write on the bottom of every confirmation that we reserve the right to change their room for one we deem better at our discretion.
 
Tough call. We agonize over this situation although it is rare. We really don't like to change reservations unless it is OK with guest first. But it is a convenience to a guest not to have to move rooms and a benefit for housekeeping. Generally, when asked, guests seldom object, mainly because all our rooms are of similar quality: king bed, en suite, but some have tubs and some have just showers and that is important to some people. And only two are OK for dogs, which we sometimes don't get told about in advance, so ... argh!
In your situation I would 1) try the call, but even more useful: text. I find response to text is 3 times better when people are traveling. 2) suggest to the guest #2 who arrived first if they would wait a bit to settle in (as they had indicated a later arrival) you could consult with guest #1 to allow you to assign #2 a no-move stay. I would distract them with wine ... And by the way, this kind of task is always delegated to me by DW.
 
A lot of people have said to text. That implies the guest has given us a phone number where they can receive a text. It also implies I have a phone I can use to text. ;-)
As it turns out, guest A DID call us at 3. We JUST got that voicemail today. Would have saved me a lot of grief as I now have her cellphone number to call back.
 
I don't allow guests to specifically book a room unless really pushed to it - as this is what always happens!
 
Another silly gripe...guests are wandering in to get coffee and then going to sit down in the living room. I've said to several of them, 'Have a seat in the dining room before the mad crush.'
Nope. They are sitting in the living room. UNTIL they see everyone else going to sit down. Then they're all going to run in and there won't be room.
I know I've stressed over this many times. There's no real solution other than forcing them to sit at a particular time or not get fed.
 
Another silly gripe...guests are wandering in to get coffee and then going to sit down in the living room. I've said to several of them, 'Have a seat in the dining room before the mad crush.'
Nope. They are sitting in the living room. UNTIL they see everyone else going to sit down. Then they're all going to run in and there won't be room.
I know I've stressed over this many times. There's no real solution other than forcing them to sit at a particular time or not get fed..
I know its a problem for you. but they are relaxing and enjoying so guess you just put up with it. Or serve in the living room :)
 
Another silly gripe...guests are wandering in to get coffee and then going to sit down in the living room. I've said to several of them, 'Have a seat in the dining room before the mad crush.'
Nope. They are sitting in the living room. UNTIL they see everyone else going to sit down. Then they're all going to run in and there won't be room.
I know I've stressed over this many times. There's no real solution other than forcing them to sit at a particular time or not get fed..
Madeleine said:
Another silly gripe...guests are wandering in to get coffee and then going to sit down in the living room. I've said to several of them, 'Have a seat in the dining room before the mad crush.'
Nope. They are sitting in the living room. UNTIL they see everyone else going to sit down. Then they're all going to run in and there won't be room.
I know I've stressed over this many times. There's no real solution other than forcing them to sit at a particular time or not get fed.
Are you in the dining room when you make the suggestion? Maybe if you pull out a chair as you say it?
 
Another silly gripe...guests are wandering in to get coffee and then going to sit down in the living room. I've said to several of them, 'Have a seat in the dining room before the mad crush.'
Nope. They are sitting in the living room. UNTIL they see everyone else going to sit down. Then they're all going to run in and there won't be room.
I know I've stressed over this many times. There's no real solution other than forcing them to sit at a particular time or not get fed..
I know its a problem for you. but they are relaxing and enjoying so guess you just put up with it. Or serve in the living room :)
.
EmptyNest said:
I know its a problem for you. but they are relaxing and enjoying so guess you just put up with it. Or serve in the living room :)
Yeah, that's pretty much what I do. Deal with it.
As it turns out, 5 guests didn't even eat today so the person who commandeered a table at 7 AM didn't have to budge all thru breakfast.
We're getting some weather here so flights are being rescheduled so guests were hotfooting it out the door without eating.
 
Another silly gripe...guests are wandering in to get coffee and then going to sit down in the living room. I've said to several of them, 'Have a seat in the dining room before the mad crush.'
Nope. They are sitting in the living room. UNTIL they see everyone else going to sit down. Then they're all going to run in and there won't be room.
I know I've stressed over this many times. There's no real solution other than forcing them to sit at a particular time or not get fed..
"We can accommodate you in the dining room before it fills up, or if you prefer to have some coffee in the living room, we will be able to serve you later. Which would you prefer?" They choose- Stress relieved- problem solved
 
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