No-Show (Or, no good deed goes unpunished)

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TheBeachHouse

TheBeachHouse

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got the full amount of inconvenience from a no show this weekend.
It was a couple that had cancelled Valentine's Day because of the snow. We were nice enough to carry the deposit to any weekend of their choosing. They chose Feb. 28.
Since we are in the off season, we don't have food stocked. So we went shopping just for them. Fresh fruit, yogurt, flowers.
We were out doing errands enjoying a day with no snow fall, but had to rush home for a 3 PM check in time. (We didn't know when they were coming.)
Baked a nice banana bread to be ready for morning.
We couldn't enjoy a quiet hot tub because we were waiting for a check in.
We heated the room. Oil heat and electric fireplace. Lights on. Living room gas fireplace on.
We called. Got VM. Assumed (hoped) that meant they were on the road.
At 9:30 PM, we called again to tell them the key is in an envelope.
We left the heat on and the door unlocked. All outside and common room lights on.
No show.
The first time DH agreed that he should keep the money. Hope it covers the cost of heat! :)
(P.S. Still haven't heard from them even though they have two voice mails from us.)
 
I say learning experience because, although we've had no shows, we haven't usually gone to so much trouble for them.
We have 6 rooms, so usually we have ins and outs and routine. But in the very dead of winter, one guest means as much work as 6 guests.
 
Sorry BH, it sure puts a damper on an otherwise nice day.
We have 6 rooms, so usually we have ins and outs and routine. But in the very dead of winter, one guest means as much work as 6 guests.
You know we all get this, but they don't. They are thinking nothing about not showing because you would be on anyway and so would the heat, lights and fridge stocked....all because you are a business.
 
TheBeachHouse said:
I say learning experience because, although we've had no shows, we haven't usually gone to so much trouble for them.
We have 6 rooms, so usually we have ins and outs and routine. But in the very dead of winter, one guest means as much work as 6 guests..
Click to expand...
TheBeachHouse said:
I say learning experience because, although we've had no shows, we haven't usually gone to so much trouble for them.
Click to expand...
So what was learned? Not to go to that much trouble in the future, in case they no-show? Or not to be surprised when they do this?
Very maddening. YES, KEEP THE MONEY!
 
Just laugh! Heat up the banana bread. Spread the flowers around the hot tub with candles and enjoy an evening at their expense! (remember to keep the money) You could even use their bedroom if you wish... In the morning eat their breakfast... Sit back and be glad there isn't other guests to interrupt your wonderful stay at this lovely B & B!
Enjoy the ride life throws at you!
And yes, we had many no shows! I just say, "Oh, well, they probably would have been the ones that you can't please anyways, if they came."
 
Duff2014 said:
Just laugh! Heat up the banana bread. Spread the flowers around the hot tub with candles and enjoy an evening at their expense! (remember to keep the money) You could even use their bedroom if you wish... In the morning eat their breakfast... Sit back and be glad there isn't other guests to interrupt your wonderful stay at this lovely B & B!
Enjoy the ride life throws at you!
And yes, we had many no shows! I just say, "Oh, well, they probably would have been the ones that you can't please anyways, if they came.".
Click to expand...
Duff2014 said:
Heat up the banana bread. Spread the flowers around the hot tub with candles and enjoy an evening at their expense! You could even use their bedroom if you wish... In the morning eat their breakfast...
Click to expand...
And send them photos of you enjoying the great stay they bought you! :poke:
 
Sorry to hear this. I understand completely, you cannot relax or take your shoes off. We had a very late check in on Sat, in fact its was 1 am and they showed at 4am and had everything burning for them, including all outside lights, it all costs money.
The next guests will be thoroughly surprised and love all your effort! Hopefully nothing terrible happened to them, and they were just being dorks.
 
Duff2014 said:
Just laugh! Heat up the banana bread. Spread the flowers around the hot tub with candles and enjoy an evening at their expense! (remember to keep the money) You could even use their bedroom if you wish... In the morning eat their breakfast... Sit back and be glad there isn't other guests to interrupt your wonderful stay at this lovely B & B!
Enjoy the ride life throws at you!
And yes, we had many no shows! I just say, "Oh, well, they probably would have been the ones that you can't please anyways, if they came.".
Click to expand...
Duff2014 said:
Just laugh! Heat up the banana bread. Spread the flowers around the hot tub with candles and enjoy an evening at their expense! (remember to keep the money) You could even use their bedroom if you wish... In the morning eat their breakfast... Sit back and be glad there isn't other guests to interrupt your wonderful stay at this lovely B & B!
Enjoy the ride life throws at you!
And yes, we had many no shows! I just say, "Oh, well, they probably would have been the ones that you can't please anyways, if they came."
Click to expand...
I LOVE this post and this attitude!!!!!
 
Arks said:
Duff2014 said:
Just laugh! Heat up the banana bread. Spread the flowers around the hot tub with candles and enjoy an evening at their expense! (remember to keep the money) You could even use their bedroom if you wish... In the morning eat their breakfast... Sit back and be glad there isn't other guests to interrupt your wonderful stay at this lovely B & B!
Enjoy the ride life throws at you!
And yes, we had many no shows! I just say, "Oh, well, they probably would have been the ones that you can't please anyways, if they came.".
Click to expand...
Duff2014 said:
Heat up the banana bread. Spread the flowers around the hot tub with candles and enjoy an evening at their expense! You could even use their bedroom if you wish... In the morning eat their breakfast...
Click to expand...
And send them photos of you enjoying the great stay they bought you! :poke:
.
Click to expand...
:D
 
TheBeachHouse said:
What was learned was keep the money.
Also, confirm..
Click to expand...
TheBeachHouse said:
What was learned was keep the money.
Also, confirm.
Click to expand...
I send out reconfirmation emails in the form of 'looking forward to seeing you this week' blah blah blah. It's caught a few folks who needed to cancel (no refund) and a few more who booked the wrong date (move if possible) and a few add ons (more $$$) and a few no shows who never bothered to respond.
Hoping to automate this.
 
TheBeachHouse said:
What was learned was keep the money.
Also, confirm..
Click to expand...
It is one of the reasons we have changed our policies.
In regards to the carry over of the deposit, we have made a change to that as well.
Our situation is different since we do not take a deposit, but our guests have agreed that we will charge the full amount of their reservation if they cancel within 30 days and we will issue a 100% credit for a future stay.
Outside of 30 days and there is no penalty. We are happy to cancel their stay no questions asked.
Here is the thing. We now make sure, when they rebook, that they understand that they have a credit they may use, but our regular policies will still apply to their new reservation. If they cancel a second time inside of 30 days, they will be charged for that stay as well and a credit will be issued. This has stopped guests from booking with the idea that they can no-show and just be out what they were out to start with.
 
happykeeper said:
TheBeachHouse said:
What was learned was keep the money.
Also, confirm..
Click to expand...
It is one of the reasons we have changed our policies.
In regards to the carry over of the deposit, we have made a change to that as well.
Our situation is different since we do not take a deposit, but our guests have agreed that we will charge the full amount of their reservation if they cancel within 30 days and we will issue a 100% credit for a future stay.
Outside of 30 days and there is no penalty. We are happy to cancel their stay no questions asked.
Here is the thing. We now make sure, when they rebook, that they understand that they have a credit they may use, but our regular policies will still apply to their new reservation. If they cancel a second time inside of 30 days, they will be charged for that stay as well and a credit will be issued. This has stopped guests from booking with the idea that they can no-show and just be out what they were out to start with.
.
Click to expand...
happykeeper said:
It is one of the reasons we have changed our policies.
In regards to the carry over of the deposit, we have made a change to that as well.
Our situation is different since we do not take a deposit, but our guests have agreed that we will charge the full amount of their reservation if they cancel within 30 days and we will issue a 100% credit for a future stay.
Outside of 30 days and there is no penalty. We are happy to cancel their stay no questions asked.
Here is the thing. We now make sure, when they rebook, that they understand that they have a credit they may use, but our regular policies will still apply to their new reservation. If they cancel a second time inside of 30 days, they will be charged for that stay as well and a credit will be issued. This has stopped guests from booking with the idea that they can no-show and just be out what they were out to start with.
Click to expand...
I know your situation is different being your location!!!
If I get this right someone can book, cancel 2 days prior to their stay and still get 100% credit towards another stay? Then rebook and do the same and still get 100%?
Do you have a expiry date to this credit?
 
Copperhead said:
happykeeper said:
TheBeachHouse said:
What was learned was keep the money.
Also, confirm..
Click to expand...
It is one of the reasons we have changed our policies.
In regards to the carry over of the deposit, we have made a change to that as well.
Our situation is different since we do not take a deposit, but our guests have agreed that we will charge the full amount of their reservation if they cancel within 30 days and we will issue a 100% credit for a future stay.
Outside of 30 days and there is no penalty. We are happy to cancel their stay no questions asked.
Here is the thing. We now make sure, when they rebook, that they understand that they have a credit they may use, but our regular policies will still apply to their new reservation. If they cancel a second time inside of 30 days, they will be charged for that stay as well and a credit will be issued. This has stopped guests from booking with the idea that they can no-show and just be out what they were out to start with.
.
Click to expand...
happykeeper said:
It is one of the reasons we have changed our policies.
In regards to the carry over of the deposit, we have made a change to that as well.
Our situation is different since we do not take a deposit, but our guests have agreed that we will charge the full amount of their reservation if they cancel within 30 days and we will issue a 100% credit for a future stay.
Outside of 30 days and there is no penalty. We are happy to cancel their stay no questions asked.
Here is the thing. We now make sure, when they rebook, that they understand that they have a credit they may use, but our regular policies will still apply to their new reservation. If they cancel a second time inside of 30 days, they will be charged for that stay as well and a credit will be issued. This has stopped guests from booking with the idea that they can no-show and just be out what they were out to start with.
Click to expand...
I know your situation is different being your location!!!
If I get this right someone can book, cancel 2 days prior to their stay and still get 100% credit towards another stay? Then rebook and do the same and still get 100%?
Do you have a expiry date to this credit?
.
Click to expand...
one year- yes they can cancel 3 days before (very rare) and receive a 100% credit. So we charge their card for the full amount and issue a credit. So now they have a credit for, let's say 2 nights. They rebook and again cancel within 30 days. The full amount of the second reservation is charged and they now have a four night credit. This has never happened.
What does happen is that it is at once firm and generous. We receive the revenue and they may or may not be able to make it back in one year, but feel they still have something. No exceptions for illness or injury or weather or dogs that eat airline tickets.
 
Arks said:
Duff2014 said:
Just laugh! Heat up the banana bread. Spread the flowers around the hot tub with candles and enjoy an evening at their expense! (remember to keep the money) You could even use their bedroom if you wish... In the morning eat their breakfast... Sit back and be glad there isn't other guests to interrupt your wonderful stay at this lovely B & B!
Enjoy the ride life throws at you!
And yes, we had many no shows! I just say, "Oh, well, they probably would have been the ones that you can't please anyways, if they came.".
Click to expand...
Duff2014 said:
Heat up the banana bread. Spread the flowers around the hot tub with candles and enjoy an evening at their expense! You could even use their bedroom if you wish... In the morning eat their breakfast...
Click to expand...
And send them photos of you enjoying the great stay they bought you! :poke:
.
Click to expand...
Arks said:
Duff2014 said:
Heat up the banana bread. Spread the flowers around the hot tub with candles and enjoy an evening at their expense! You could even use their bedroom if you wish... In the morning eat their breakfast...
Click to expand...
And send them photos of you enjoying the great stay they bought you! :poke:
Click to expand...
How did I forgot about taking pictures?!?!? Great Idea Arks!
 
Highlands John said:
Carrying over a deposit for someone that cancelled has never ended well for us..
Click to expand...
IT took us a couple of times to figure out that what worked for us was to complete the reservation paid in full and provide a separate credit that can be used later but that does not change the responsibilities of a new reservation. We have very few of these, but when it does happen, we found it was critical to complete the transaction and let the guest initiate any future transaction.
I guess it must be a little different when you take deposits. Most folks expect they will just lose the deposit and move on. Extending it in some way seems like a losing proposition for the innkeeper.
 
happykeeper said:
Highlands John said:
Carrying over a deposit for someone that cancelled has never ended well for us..
Click to expand...
IT took us a couple of times to figure out that what worked for us was to complete the reservation paid in full and provide a separate credit that can be used later but that does not change the responsibilities of a new reservation. We have very few of these, but when it does happen, we found it was critical to complete the transaction and let the guest initiate any future transaction.
I guess it must be a little different when you take deposits. Most folks expect they will just lose the deposit and move on. Extending it in some way seems like a losing proposition for the innkeeper.
.
Click to expand...
The problem I've found is that once you've allowed someone to carry forward a deposit they keep changing their mind and think they can keep carrying forward.
its not something I've done often.
 
The last minute cancellation was due to the second in a line of three very big snow storms. It is not unusual to have a snow storm in Massachusetts in February, but February 2015 proved itself to be VERY unusual.
We thought easy policies were called for.
They are out the bucks. They haven't called us even though we left two voice mails. Oh well, right?
 
TheBeachHouse said:
The last minute cancellation was due to the second in a line of three very big snow storms. It is not unusual to have a snow storm in Massachusetts in February, but February 2015 proved itself to be VERY unusual.
We thought easy policies were called for.
They are out the bucks. They haven't called us even though we left two voice mails. Oh well, right?.
Click to expand...
Oh they won't call. But wait until you see a chargeback on your credit card :-( Then you will be talking.
 

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