and here it goes...now a happy thread

This is now a happy thread.
Check out our guests this evening...when I saw them out there I had to get a photo (on the right), 1 year later.
removed image

Does your reservation system show that she made the reservation online and that she received a confirmation? If it does, then I would take a screen shot and email it to her showing that indeed your system sent her a confirmation and that she agreed to your policies. Of course, she may try to fight it for a chargeback but maybe showing her the screenshot will make her think about it. Good luck.

For a last minute reservation.... an idea!
Instead of reserving it, put it on hold "or request" and tell her that you are sending her a Square invoice. (I love this feature, because they enter their information into Square, so they can't deny doing it.) The room is not reserved, just held and until paid. Make sure you tell her that the room is not considered reserved until Square confirms payment and that in the meanwhile, anyone can still reserve it.
We've done this... they usually seem to look for that square invoice right away and pay it

Yes Mtnkeeper
We just refunded it in full. She is sueing us, she is writing reviews, she is blasting us on fb, she is fighting it with the bank and eveyrthing else
I am spitting mad right now I cannot even type.
I CANNOT DEAL WITH THIS STUFF ANY MORE.

Who has the rcpt feature on rezkey set up? Or how they have it worded? She said she called and was told we still have a room open on Friday, yes we DID ANOTHER FRIGGIN' ROOM!
as mentioned, graduation weekend, not good. I HATE THIS BUSINESS< HATE IT!

We have copies of the confirmation, we had her bloody cc for goodness sakes that is why charged it.
and bought flowers and special food. I am not fighting it, I will not fight anything, anymore ever, so they can just waltz all over me, I cannot fight anymore. I am so done fighting all of this.

Joey Bloggs said:

We have copies of the confirmation, we had her bloody cc for goodness sakes that is why charged it.
and bought flowers and special food. I am not fighting it, I will not fight anything, anymore ever, so they can just waltz all over me, I cannot fight anymore. I am so done fighting all of this..

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that does not 100% guarantee she got it. Every now and then, a postal mail, an email, a voicemail etc. gets lost en route. I have people who sweat they left me a voicemail, which I never got. They even show me the outgoing call from the cellphone; and it never got to mine.
A bad review or lawsuit can cost you far more than keeping the money. I would eat this one.
To me, a deposit protects me against most stuff (I am a multi-unit landlord). But when someone squawks and makes threats, sometimes you look the other way.

Jon Sable said:

For a last minute reservation.... an idea!
Instead of reserving it, put it on hold "or request" and tell her that you are sending her a Square invoice. (I love this feature, because they enter their information into Square, so they can't deny doing it.) The room is not reserved, just held and until paid. Make sure you tell her that the room is not considered reserved until Square confirms payment and that in the meanwhile, anyone can still reserve it.
We've done this... they usually seem to look for that square invoice right away and pay it .

Click to expand...

Jon Sable said:

For a last minute reservation.... an idea!
Instead of reserving it, put it on hold "or request" and tell her that you are sending her a Square invoice. (I love this feature, because they enter their information into Square, so they can't deny doing it.) The room is not reserved, just held and until paid. Make sure you tell her that the room is not considered reserved until Square confirms payment and that in the meanwhile, anyone can still reserve it.
We've done this... they usually seem to look for that square invoice right away and pay it

Click to expand...

Jon, I love this feature with Square too. I have not used it very often but I have been thinking about it for some time. This latest battle for JB is hitting even my last nerve. I may start doing this for ALL my deposits. Not only will it make it almost impossible to deny it stops the non swiped CC charges too.

Joey Bloggs said:

Yes Mtnkeeper
We just refunded it in full. She is sueing us, she is writing reviews, she is blasting us on fb, she is fighting it with the bank and eveyrthing else
I am spitting mad right now I cannot even type.
I CANNOT DEAL WITH THIS STUFF ANY MORE..

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Sometimes it's just easier to let go. Put her on the DNB list. Put her name up on the Guest Advisor and then forget about her. She's exactly the wrong person to have at your place.

Joey Bloggs said:

Who has the rcpt feature on rezkey set up? Or how they have it worded? She said she called and was told we still have a room open on Friday, yes we DID ANOTHER FRIGGIN' ROOM!
as mentioned, graduation weekend, not good. I HATE THIS BUSINESS< HATE IT!.

Click to expand...

Joey Bloggs said:

Who has the rcpt feature on rezkey set up? Or how they have it worded? She said she called and was told we still have a room open on Friday, yes we DID ANOTHER FRIGGIN' ROOM!
as mentioned, graduation weekend, not good. I HATE THIS BUSINESS< HATE IT!

Click to expand...

So she called you but did not ask if she had a reservation? We all know why she called.

I am so sorry! I cannot help. I cannot make it all go away.
All (most) of us have been there at some time or other.
It stinks.
Try not to give her any more power. Let the dust settle ... take a look at damage control another day.

Joey Bloggs said:

Who has the rcpt feature on rezkey set up? Or how they have it worded? She said she called and was told we still have a room open on Friday, yes we DID ANOTHER FRIGGIN' ROOM!
as mentioned, graduation weekend, not good. I HATE THIS BUSINESS< HATE IT!.

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I hear that so loud and clear... Hang in there - it's what I tell myself!

Copperhead said:

Jon Sable said:

For a last minute reservation.... an idea!
Instead of reserving it, put it on hold "or request" and tell her that you are sending her a Square invoice. (I love this feature, because they enter their information into Square, so they can't deny doing it.) The room is not reserved, just held and until paid. Make sure you tell her that the room is not considered reserved until Square confirms payment and that in the meanwhile, anyone can still reserve it.
We've done this... they usually seem to look for that square invoice right away and pay it .

Click to expand...

Jon Sable said:

For a last minute reservation.... an idea!
Instead of reserving it, put it on hold "or request" and tell her that you are sending her a Square invoice. (I love this feature, because they enter their information into Square, so they can't deny doing it.) The room is not reserved, just held and until paid. Make sure you tell her that the room is not considered reserved until Square confirms payment and that in the meanwhile, anyone can still reserve it.
We've done this... they usually seem to look for that square invoice right away and pay it

Click to expand...

Jon, I love this feature with Square too. I have not used it very often but I have been thinking about it for some time. This latest battle for JB is hitting even my last nerve. I may start doing this for ALL my deposits. Not only will it make it almost impossible to deny it stops the non swiped CC charges too.
.

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Yup, they charge the standard Square charge for this. I've done it a few times and Square emails back a confirmation once it's paid.
Of course, since I'm already the feature request PITA for a certain reservation software, maybe someone else wants to suggest that Giovanni (his name in Italian) add the API to use Square invoice to the "Online Payment Methods". I don't mind chiming in to add my vote to it, but I've been asking for quite a few features of late... so maybe I shouldn't be top of the list for the request

Joey Bloggs said:

Who has the rcpt feature on rezkey set up? Or how they have it worded? She said she called and was told we still have a room open on Friday, yes we DID ANOTHER FRIGGIN' ROOM!
as mentioned, graduation weekend, not good. I HATE THIS BUSINESS< HATE IT!.

Click to expand...

Welcome to embracing the Dark Side JB!
Am holding my breath re two cancellations this weekend that I could have booked a zillion times if given more notice, even persuaded another local B&B to open a week early to accommodate all the calls we were getting a month ago... breathe, just breathe!

I am so sorry this is happening to you. People's bad manners are getting out of hand.
Since I am in a bad spot myself, (remember my multi-thousand dollars cancellation of last week) I am trying to tweak my way of doing business to make it very difficult for would-be guests to screw with me in the future.
I have no advice other than, take a day off and go away on one of the nature walks you and your family love to take. For every PITA, there are 20 wonderful guests coming your way

Do you take a deposit when the reservation is made? We don't have these problems with no shows because we use ResNexus and they get an immediate confirmation saying they will be charged their deposit that day. As soon as the reservation comes through, I run either 1/2 of it or the full amount if within our 14 day cancellation policy and send another email showing the deposit has been applied. ResNexus sends out a reminder email 2 days ahead so they get another email reminding them of their checkin-in time and asking them to call if they will be arriving more than an hour past what they chose. I found out very quickly when we started that we had to have them get skin in the game by giving a deposit or they'll try anything to get out of it -- sick kid, dead grandmother (always on Thursday), last minute work trip -- when they find out that we'll put it back into the system and unless someone rebooks it they don't get their money back, they all can miraculously come. Actually had a girl tell me that her grandmother died so she couldn't come. Just the way she was talking I knew it wasn't true. I told her that I'd put it back into the system and we'd see what happened. She then said so if nobody books it, I won't get my money back - to which I said probably not to feel her out. She said forget it, she'd skip her grandmother's funeral and come, she wasn't going to be out $165. They came and had a great time, even went zip lining! Obviously her grandmother didn't die but I had her payment in full and she realized she wasn't getting it back. It's easier to do all of this before hand than to try and run a charge on a no-show.
And by having a $25 cancellation fee, I more than cover my credit card fees on the deposit if they cancel before the 14 day period. I would never run this business without taking immediate deposits.

Copperhead said:

Jon Sable said:

For a last minute reservation.... an idea!
Instead of reserving it, put it on hold "or request" and tell her that you are sending her a Square invoice. (I love this feature, because they enter their information into Square, so they can't deny doing it.) The room is not reserved, just held and until paid. Make sure you tell her that the room is not considered reserved until Square confirms payment and that in the meanwhile, anyone can still reserve it.
We've done this... they usually seem to look for that square invoice right away and pay it .

Click to expand...

Jon Sable said:

For a last minute reservation.... an idea!
Instead of reserving it, put it on hold "or request" and tell her that you are sending her a Square invoice. (I love this feature, because they enter their information into Square, so they can't deny doing it.) The room is not reserved, just held and until paid. Make sure you tell her that the room is not considered reserved until Square confirms payment and that in the meanwhile, anyone can still reserve it.
We've done this... they usually seem to look for that square invoice right away and pay it

Click to expand...

Jon, I love this feature with Square too. I have not used it very often but I have been thinking about it for some time. This latest battle for JB is hitting even my last nerve. I may start doing this for ALL my deposits. Not only will it make it almost impossible to deny it stops the non swiped CC charges too.
.

Click to expand...

Copperhead said:
"it make it almost impossible to deny it stops the non swiped CC charges too".
Duh. I'm on board with that idea. Thanks!

I'm so sorry JB! Will be praying for you during this time

Update: This stuff happens as we deal with people.
Today a little 3 year old child was found dead, and the caretaker/young mother fled. I was out on my walk and when I came home there was a big news alert about this, anyone who has seen this woman, well I saw her, on my walk. I called the sheriffs dept...and then the wing nut called all spitting venom. Back to back horror in one day.
They have the mother in custody thanks to canine units and tips. Some days this stuff gets under your skin. What I dealt with is nothing to what others are dealing with today in our community.

Joey Bloggs said:

Yes Mtnkeeper
We just refunded it in full. She is sueing us, she is writing reviews, she is blasting us on fb, she is fighting it with the bank and eveyrthing else
I am spitting mad right now I cannot even type.
I CANNOT DEAL WITH THIS STUFF ANY MORE..

Click to expand...

I'm so sorry JB, the feelings you are having are the worst. I'm so sorry you've been treated this way. It's so frustrating.