Policies - in place for a reason

Rant time....while I am kicking myself in the tush!
Guest booked 4 nights for the following week.
Called a couple days later to push up their stay, but changing to 3 nights.
Note my policy is no changes within this time frame. But it is our slow time so bent, even though I had to give them an upgrade to do it. (and did it for free)
During breakfast after 1st night they determine they need to be 20 minutes away on the 2nd day so want to cancel their 3rd night.
Since I had already bent my policy, no way to then refuse this.
I could go on with other issues with these guests but I will turn my focus to the other wonderful guests here right now.
Just wanted to say, stick by your policies as they are in place for a reason.
No good deed goes unpunished - and all that.

look at it this way. You didn't want them there any longer anyway. pita!

I have a different take on it. I am not really in agreement to be inflexible when things are slow.
I also disagree that once you bent your policy, you could not refuse that next request.
During slow times, you can reschedule people if calendar open. But if they cancel, they still owe for the night. Since the CCs usually allow you to charge for one night, that is what I would likely do for myself. People made a booking. If they cancel, they still owe for preventing you from getting another guest for that night.
Try that with the airlines. They work with the customer, but not if it costs them money. That is why there are rebooking and cancellation fees.

TheBeachHouse said:

look at it this way. You didn't want them there any longer anyway. pita!.

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I am not so fond of the constant referral to guests as PITA here, even if a private forum.
This is about business, and service and reputation. Guests have their own agenda. They are traveling or on vacation. Plans change. Unexpected issues crop up.
If a guest is disrespectful, I agree they can be a PITA. But the competition is getting more flexible and more ferocious by the month. Check in/out times are becoming more flexible. Choices are becoming more flexible.
If someone costs you money, you have a deposit and CC policies to protect your financial investment. Deciding to accept a reschedule is negotiated between the parties, and the innkeeper applies their policies. But I do not get the pouty lip mentality some innkeepers seem to have.
Motels, resorts, hotels and other lodgings are not so "fragile". To compete and survive, I think taking out the emotion and acting like a business is a little more appropriate than getting miffed because someone acts like a difficult customer.

Undersea, I am supporting a fellow innkeeper who had a difficult time with a guest, who labeled her post a 'rant.' Not being "pouty lipped."
sheesh.

TheBeachHouse said:

Undersea, I am supporting a fellow innkeeper who had a difficult time with a guest, who labeled her post a 'rant.' Not being "pouty lipped."
sheesh..

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Agree, Beachie. Also it is EASY to come up with answers to things when one has NEVER been in this particular trench (I consider each trench to be different - never been a landlord although HAVE been a tenant - so would never comment) to people who HAVE been doing it for many years. One point to remember is that everyone's pain threshold is different and those of us who have been doing this for years have developed a very high threshold of pain. When it reaches PITA level it is no longer pain, it is PAIN either emotional or in the wallet, it is PAIN..

undersea said:

TheBeachHouse said:

look at it this way. You didn't want them there any longer anyway. pita!.

Click to expand...

I am not so fond of the constant referral to guests as PITA here, even if a private forum.
This is about business, and service and reputation. Guests have their own agenda. They are traveling or on vacation. Plans change. Unexpected issues crop up.
If a guest is disrespectful, I agree they can be a PITA. But the competition is getting more flexible and more ferocious by the month. Check in/out times are becoming more flexible. Choices are becoming more flexible.
If someone costs you money, you have a deposit and CC policies to protect your financial investment. Deciding to accept a reschedule is negotiated between the parties, and the innkeeper applies their policies. But I do not get the pouty lip mentality some innkeepers seem to have.
Motels, resorts, hotels and other lodgings are not so "fragile". To compete and survive, I think taking out the emotion and acting like a business is a little more appropriate than getting miffed because someone acts like a difficult customer.
.

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Just because someone wants to rant about it, doesn't mean that they don't have empathy. Nothing wrong with letting off a little steam. Just because I do or don't agree with something doesn't mean that sometimes don't regret it or want to kick myself in the butt for it. Remember that most of us have been in this business quite a while and have a lot of experience. But even we make mistakes and errors in judgement.
I don't take deposits, that's my choice. And last week it bit me in the a$$, I lost 4 night because I forgot to run an auth on the money a week earlier (it was an usual booking.) When I could have cancelled the reservation and still had a better chance of reselling it. It's part of business.
But most of us already know, from years of experience, that a very small minority of the clients are the cause of the majority of the problems. Pareto's Principal in reverse to the extreme... 1% of the clients cause about 95% of the problems.
I have a lot of empathy for innkeepers in other places. Some of the trends are particularly horrible, like the ads that tell people the best deals are at the last minute... they aren't... what you get is a great deal on a room that no one else waned. I don't see HWire or PLine advertising the rooms that way. Imagine building your business and not knowing if you will have bodies in the beds for the weekend until Thursday night or Friday morning... so can you schedule housekeeping that way? What about the housekeepers, do they know if they will have work tomorrow to feed their children?
This is a forum for innkeepers. We need to empathize with other innkeepers who want to let off a little steam. So empathize instead of judge... not saying that they were right or wrong to let the person off the hook... I'm just holding a sympathetic ear. I too have bent for clients who wanted to check out early, even though it costs me money. I've been upset with myself for bending, when I shouldn't, but also realize that not bending can cost me as well. Still want the empathy, even if I'm not sure that I did or didn't do the right thing.

Please note, there was a 'qualifier' at the beginning of the post. 'Rant time' ... and this forum is a safe place to rant. Everyone who deals with the public should have such a place - maybe people at my state's RMV who are notorious for being grouchy should have their own forum!
Anyway, before I became an innkeeper I spoke to my cousin who has run a very successful, very upscale b&b for more than 30 years. He said to me 'People are pita's' (he did not use the acronym.) I was shocked to hear him speak this way. Then I got into the business and understood.

seashanty said:

Please note, there was a 'qualifier' at the beginning of the post. 'Rant time' ... and this forum is a safe place to rant. Everyone who deals with the public should have such a place - maybe people at my state's RMV who are notorious for being grouchy should have their own forum!
Anyway, before I became an innkeeper I spoke to my cousin who has run a very successful, very upscale b&b for more than 30 years. He said to me 'People are pita's' (he did not use the acronym.) I was shocked to hear him speak this way. Then I got into the business and understood..

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seashanty said:

Please note, there was a 'qualifier' at the beginning of the post. 'Rant time' ... and this forum is a safe place to rant. Everyone who deals with the public should have such a place - maybe people at my state's RMV who are notorious for being grouchy should have their own forum!
Anyway, before I became an innkeeper I spoke to my cousin who has run a very successful, very upscale b&b for more than 30 years. He said to me 'People are pita's' (he did not use the acronym.) I was shocked to hear him speak this way. Then I got into the business and understood.

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hahhahaha - people ARE pitas sometimes. or should I say some people are pitas all the time.
My DH and I met while we were working in retail. Not even nice retail. C-V-S/Os-co-type retail. We both know what the service industry looks like. But when you are in it for yourselves, and not for some off site manager's bonus, it's easier to deal with.

It is funny. We try to remind ourselves over and over that these situations don't always turn out well, yet we still catch ourselves wanting to do it. We know we will be sending a mixed message to the guest, yet it isn't something that goes away. Dodged a bullet just yesterday. Guest wanted a single night during a time we are nearly full. We have a two night minimum and a few single nights between reservations intentionally blocked off. For whatever reason, I offered one of those nights. Thankfully, the rate closed that door before I could make the error. I was sending the wrong message and giving a potential guest a mixed message. Close call.

undersea said:

TheBeachHouse said:

look at it this way. You didn't want them there any longer anyway. pita!.

Click to expand...

I am not so fond of the constant referral to guests as PITA here, even if a private forum.
This is about business, and service and reputation. Guests have their own agenda. They are traveling or on vacation. Plans change. Unexpected issues crop up.
If a guest is disrespectful, I agree they can be a PITA. But the competition is getting more flexible and more ferocious by the month. Check in/out times are becoming more flexible. Choices are becoming more flexible.
If someone costs you money, you have a deposit and CC policies to protect your financial investment. Deciding to accept a reschedule is negotiated between the parties, and the innkeeper applies their policies. But I do not get the pouty lip mentality some innkeepers seem to have.
Motels, resorts, hotels and other lodgings are not so "fragile". To compete and survive, I think taking out the emotion and acting like a business is a little more appropriate than getting miffed because someone acts like a difficult customer.
.

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I have to chime in to say the attitude you are presenting here is one that most guests have…uninitiated guests who have absolutely no idea what your policies are or why they are in place, how their actions or inactions will effect the business/innkeeper/other guests, etc. This is what really frustrates me and what would lead me to call someone a PITA…don't judge a situation that you have never personally had to handle. I wouldn't go into a dentist's office and ask a million questions about why the equipment is laid out a certain way or why their hours are such and such or why they wear scrubs…something about this business being in most of our homes gives people a sense that it's not a "real" business or more casual or whatever, and some of them definitely feel entitled to judge every little thing we do, that attitude upsets me.
This forum is a place to vent, I would have lost my shizzle numerous times without it. I know how I sound on here, like a completely inhospitable grouch. I'm not at all, I just need a place where I can drop my customer service face and talk to people who really GET what I'm feeling. When things are good I'm out enjoying those wonderful guests, not here.

undersea said:

TheBeachHouse said:

look at it this way. You didn't want them there any longer anyway. pita!.

Click to expand...

I am not so fond of the constant referral to guests as PITA here, even if a private forum.
This is about business, and service and reputation. Guests have their own agenda. They are traveling or on vacation. Plans change. Unexpected issues crop up.
If a guest is disrespectful, I agree they can be a PITA. But the competition is getting more flexible and more ferocious by the month. Check in/out times are becoming more flexible. Choices are becoming more flexible.
If someone costs you money, you have a deposit and CC policies to protect your financial investment. Deciding to accept a reschedule is negotiated between the parties, and the innkeeper applies their policies. But I do not get the pouty lip mentality some innkeepers seem to have.
Motels, resorts, hotels and other lodgings are not so "fragile". To compete and survive, I think taking out the emotion and acting like a business is a little more appropriate than getting miffed because someone acts like a difficult customer.
.

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Also it is about guests booking the right place for them
for example unlike most in my town we do breakfast till 10am on a weekend - most do 9 or 9.30 at a push - so we do pick up business from that because they can't have that lie in anywhere else - but if they book one of those properties, come down at 10am when it is clearly stated on their policies breakfast stops at 9am and they don't get any - then it is their fault - they are not a good fit for that property.
Too many people make bad or uninformed choices because they assume and don't check and then don't get what they want - its not the B&B's fault they didn't change their policies right before they came.
Had a couple this morning - came down at 9.50 - we stop serving breakfast at 9.30 on a weekday walked through a door marked private and with the breakfast times on - through a dark corridor to the basement to get to the breakfast room with no one in as I was putting on the washing machine and started helping themselves to the buffet - they did apologise as they for some reason thought it was Sunday and were in good time but it shows - they are not a good fit for me.
Another perfect example was a B&B near me which is award winning - chap complained that it was on street parking only and didn't have a lift - my chum wrote an excellent response
Thank you for your review and we are pleased we enhanced your stay. With regards to parking, this is on road parking as we state, where you can park free of charge (a rarity in Harrogate!) with our complimentary permits and everything is in walking distance - parking is always available in the road but naturally we cannot guarantee that it is directly outside the house. It was lovely to meet you however we are a little disappointed at your scores given on both service and staff (especially as you highlight us as a positive!) based on the experience of your stay. It became clear that a hotel with a lift and parking was really what you needed. We did a lot of juggling with other bookings to move your room to a lower floor for you, dealt with the toilet you blocked, all at time and cost to us but with no charge to you. Review scores are very important to a small B&B and we felt that we certainly went the extra mile. We can only emphasise to all guests that it is important to research your accommodation choice when booking and if you need a lift, private parking etc, Booking.com offers many small hotels to choose from on their site as opposed to a B&B. We very much enjoyed meeting you and are glad you enjoyed Harrogate. Our best wishes XXXX and XXX

undersea said:

TheBeachHouse said:

look at it this way. You didn't want them there any longer anyway. pita!.

Click to expand...

I am not so fond of the constant referral to guests as PITA here, even if a private forum.
This is about business, and service and reputation. Guests have their own agenda. They are traveling or on vacation. Plans change. Unexpected issues crop up.
If a guest is disrespectful, I agree they can be a PITA. But the competition is getting more flexible and more ferocious by the month. Check in/out times are becoming more flexible. Choices are becoming more flexible.
If someone costs you money, you have a deposit and CC policies to protect your financial investment. Deciding to accept a reschedule is negotiated between the parties, and the innkeeper applies their policies. But I do not get the pouty lip mentality some innkeepers seem to have.
Motels, resorts, hotels and other lodgings are not so "fragile". To compete and survive, I think taking out the emotion and acting like a business is a little more appropriate than getting miffed because someone acts like a difficult customer.
.

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Plus I would also say just because you have a deposit doesn't mean when they don't get their way they won't go straight to the bank before you can get to the terminal before you can charge them - has happened to me or they are awarded a charge back as the bank sides with the customer 9 times out of 10.
it also sticks in my craw when I have turned away a number of people who would have been perfect fit's for us and we get a no show or people who sqiggle and change - most of these type of people have no intention of staying the full wack but know face to face you are likey to back down. I personally say good riddance don't want people like that in my place and go on my Do not book list.
Too much of it comes from people doing it as a hobby and don't realize we are a serious business with bills to pay - or they don't care.

undersea said:

TheBeachHouse said:

look at it this way. You didn't want them there any longer anyway. pita!.

Click to expand...

I am not so fond of the constant referral to guests as PITA here, even if a private forum.
This is about business, and service and reputation. Guests have their own agenda. They are traveling or on vacation. Plans change. Unexpected issues crop up.
If a guest is disrespectful, I agree they can be a PITA. But the competition is getting more flexible and more ferocious by the month. Check in/out times are becoming more flexible. Choices are becoming more flexible.
If someone costs you money, you have a deposit and CC policies to protect your financial investment. Deciding to accept a reschedule is negotiated between the parties, and the innkeeper applies their policies. But I do not get the pouty lip mentality some innkeepers seem to have.
Motels, resorts, hotels and other lodgings are not so "fragile". To compete and survive, I think taking out the emotion and acting like a business is a little more appropriate than getting miffed because someone acts like a difficult customer.
.

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no one else will come right out and say this.... but i will... how about we just call you a pita... because there are times when you are sorry today i have had enough...all around

EmptyNest said:

undersea said:

TheBeachHouse said:

look at it this way. You didn't want them there any longer anyway. pita!.

Click to expand...

I am not so fond of the constant referral to guests as PITA here, even if a private forum.
This is about business, and service and reputation. Guests have their own agenda. They are traveling or on vacation. Plans change. Unexpected issues crop up.
If a guest is disrespectful, I agree they can be a PITA. But the competition is getting more flexible and more ferocious by the month. Check in/out times are becoming more flexible. Choices are becoming more flexible.
If someone costs you money, you have a deposit and CC policies to protect your financial investment. Deciding to accept a reschedule is negotiated between the parties, and the innkeeper applies their policies. But I do not get the pouty lip mentality some innkeepers seem to have.
Motels, resorts, hotels and other lodgings are not so "fragile". To compete and survive, I think taking out the emotion and acting like a business is a little more appropriate than getting miffed because someone acts like a difficult customer.
.

Click to expand...

no one else will come right out and say this.... but i will... how about we just call you a pita... because there are times when you are

sorry today i have had enough...all around
.

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Sorry, but I was raised to truly respect people. As in walking a mile in another person's shoes. As in trying to understand the burdens, problems and difficulties in that person standing before them. As in the saying "I cursed the fact I had no shoes until I met a man who had no feet." As in the many words innkeepers apply to themselves as being in the service industry, until rubbed the wrong way.
It took a long time for this nation, founded on the constitution and bill of rights, to actually apply those rights to African Americans, females, the disabled, Native Americans, the poor or even non-landholding males, and many others who were considered lower than those in control. And no, I am not saying this to pontificate. Humanity is an amazing thing, warts and all.
It goes up in smoke, when flaming others for being inconvenienced.

undersea said:

EmptyNest said:

undersea said:

TheBeachHouse said:

look at it this way. You didn't want them there any longer anyway. pita!.

Click to expand...

I am not so fond of the constant referral to guests as PITA here, even if a private forum.
This is about business, and service and reputation. Guests have their own agenda. They are traveling or on vacation. Plans change. Unexpected issues crop up.
If a guest is disrespectful, I agree they can be a PITA. But the competition is getting more flexible and more ferocious by the month. Check in/out times are becoming more flexible. Choices are becoming more flexible.
If someone costs you money, you have a deposit and CC policies to protect your financial investment. Deciding to accept a reschedule is negotiated between the parties, and the innkeeper applies their policies. But I do not get the pouty lip mentality some innkeepers seem to have.
Motels, resorts, hotels and other lodgings are not so "fragile". To compete and survive, I think taking out the emotion and acting like a business is a little more appropriate than getting miffed because someone acts like a difficult customer.
.

Click to expand...

no one else will come right out and say this.... but i will... how about we just call you a pita... because there are times when you are

sorry today i have had enough...all around
.

Click to expand...

Sorry, but I was raised to truly respect people. As in walking a mile in another person's shoes. As in trying to understand the burdens, problems and difficulties in that person standing before them. As in the saying "I cursed the fact I had no shoes until I met a man who had no feet." As in the many words innkeepers apply to themselves as being in the service industry, until rubbed the wrong way.
It took a long time for this nation, founded on the constitution and bill of rights, to actually apply those rights to African Americans, females, the disabled, Native Americans, the poor or even non-landholding males, and many others who were considered lower than those in control. And no, I am not saying this to pontificate. Humanity is an amazing thing, warts and all.
It goes up in smoke, when flaming others for being inconvenienced.
.

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So, you respect people, but do they respect you? People are going to walk all over you. They will lie, to your face, to get out of their agreed upon terms (contract) and if you stand your ground, you will lose when they post it for the world to see. They will lie publicly. I know, because I have at least 3 reviews that are full of outright lies. And if you give in, you will always be giving in and your rules and policies will fly out the door.
You are talking to people who have all seen this. Who have all lived this.

undersea said:

EmptyNest said:

undersea said:

TheBeachHouse said:

look at it this way. You didn't want them there any longer anyway. pita!.

Click to expand...

I am not so fond of the constant referral to guests as PITA here, even if a private forum.
This is about business, and service and reputation. Guests have their own agenda. They are traveling or on vacation. Plans change. Unexpected issues crop up.
If a guest is disrespectful, I agree they can be a PITA. But the competition is getting more flexible and more ferocious by the month. Check in/out times are becoming more flexible. Choices are becoming more flexible.
If someone costs you money, you have a deposit and CC policies to protect your financial investment. Deciding to accept a reschedule is negotiated between the parties, and the innkeeper applies their policies. But I do not get the pouty lip mentality some innkeepers seem to have.
Motels, resorts, hotels and other lodgings are not so "fragile". To compete and survive, I think taking out the emotion and acting like a business is a little more appropriate than getting miffed because someone acts like a difficult customer.
.

Click to expand...

no one else will come right out and say this.... but i will... how about we just call you a pita... because there are times when you are

sorry today i have had enough...all around
.

Click to expand...

Sorry, but I was raised to truly respect people. As in walking a mile in another person's shoes. As in trying to understand the burdens, problems and difficulties in that person standing before them. As in the saying "I cursed the fact I had no shoes until I met a man who had no feet." As in the many words innkeepers apply to themselves as being in the service industry, until rubbed the wrong way.
It took a long time for this nation, founded on the constitution and bill of rights, to actually apply those rights to African Americans, females, the disabled, Native Americans, the poor or even non-landholding males, and many others who were considered lower than those in control. And no, I am not saying this to pontificate. Humanity is an amazing thing, warts and all.
It goes up in smoke, when flaming others for being inconvenienced.
.

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This was the point I tried to make below…I don't understand how you can judge the words people use on here when you've not yet walked in their shoes at all?

Thanks to those that gave a wide shoulder. YOU are the ones that can relate to my vent.
While I did not list this guest as a pita, if the shoe fits....
There were several issues other than what was mentioned here so my mentions about policies are just that when the door is opened it leaves the opportunity for more issues.
Once you let someone slide on a policy it sends them a message that you do not take your policies seriously, so neither do they!
I have heard from this person 3 times since they departed this morning if that gives anyone any more reason to know why I vented.
I do not come here to vent about guests very often. Today I had had enough.
I do have other wonderful and happy guests here. I am blessed to have them and am blessed to have those with wide shoulders here! Tomorrow will be a better day.

undersea said:

EmptyNest said:

undersea said:

TheBeachHouse said:

look at it this way. You didn't want them there any longer anyway. pita!.

Click to expand...

I am not so fond of the constant referral to guests as PITA here, even if a private forum.
This is about business, and service and reputation. Guests have their own agenda. They are traveling or on vacation. Plans change. Unexpected issues crop up.
If a guest is disrespectful, I agree they can be a PITA. But the competition is getting more flexible and more ferocious by the month. Check in/out times are becoming more flexible. Choices are becoming more flexible.
If someone costs you money, you have a deposit and CC policies to protect your financial investment. Deciding to accept a reschedule is negotiated between the parties, and the innkeeper applies their policies. But I do not get the pouty lip mentality some innkeepers seem to have.
Motels, resorts, hotels and other lodgings are not so "fragile". To compete and survive, I think taking out the emotion and acting like a business is a little more appropriate than getting miffed because someone acts like a difficult customer.
.

Click to expand...

no one else will come right out and say this.... but i will... how about we just call you a pita... because there are times when you are

sorry today i have had enough...all around
.

Click to expand...

Sorry, but I was raised to truly respect people. As in walking a mile in another person's shoes. As in trying to understand the burdens, problems and difficulties in that person standing before them. As in the saying "I cursed the fact I had no shoes until I met a man who had no feet." As in the many words innkeepers apply to themselves as being in the service industry, until rubbed the wrong way.
It took a long time for this nation, founded on the constitution and bill of rights, to actually apply those rights to African Americans, females, the disabled, Native Americans, the poor or even non-landholding males, and many others who were considered lower than those in control. And no, I am not saying this to pontificate. Humanity is an amazing thing, warts and all.
It goes up in smoke, when flaming others for being inconvenienced.
.

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May I suggest it is high time to apply some of that respect to people who have been in the job and pleasing all sorts - even those who make our skin crawl with their beliefs because that is THEIR problem, not ours - because pleasing people is what we do.

Jon Sable said:

undersea said:

TheBeachHouse said:

look at it this way. You didn't want them there any longer anyway. pita!.

Click to expand...

I am not so fond of the constant referral to guests as PITA here, even if a private forum.
This is about business, and service and reputation. Guests have their own agenda. They are traveling or on vacation. Plans change. Unexpected issues crop up.
If a guest is disrespectful, I agree they can be a PITA. But the competition is getting more flexible and more ferocious by the month. Check in/out times are becoming more flexible. Choices are becoming more flexible.
If someone costs you money, you have a deposit and CC policies to protect your financial investment. Deciding to accept a reschedule is negotiated between the parties, and the innkeeper applies their policies. But I do not get the pouty lip mentality some innkeepers seem to have.
Motels, resorts, hotels and other lodgings are not so "fragile". To compete and survive, I think taking out the emotion and acting like a business is a little more appropriate than getting miffed because someone acts like a difficult customer.
.

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Just because someone wants to rant about it, doesn't mean that they don't have empathy. Nothing wrong with letting off a little steam. Just because I do or don't agree with something doesn't mean that sometimes don't regret it or want to kick myself in the butt for it. Remember that most of us have been in this business quite a while and have a lot of experience. But even we make mistakes and errors in judgement.
I don't take deposits, that's my choice. And last week it bit me in the a$$, I lost 4 night because I forgot to run an auth on the money a week earlier (it was an usual booking.) When I could have cancelled the reservation and still had a better chance of reselling it. It's part of business.
But most of us already know, from years of experience, that a very small minority of the clients are the cause of the majority of the problems. Pareto's Principal in reverse to the extreme... 1% of the clients cause about 95% of the problems.
I have a lot of empathy for innkeepers in other places. Some of the trends are particularly horrible, like the ads that tell people the best deals are at the last minute... they aren't... what you get is a great deal on a room that no one else waned. I don't see HWire or PLine advertising the rooms that way. Imagine building your business and not knowing if you will have bodies in the beds for the weekend until Thursday night or Friday morning... so can you schedule housekeeping that way? What about the housekeepers, do they know if they will have work tomorrow to feed their children?
This is a forum for innkeepers. We need to empathize with other innkeepers who want to let off a little steam. So empathize instead of judge... not saying that they were right or wrong to let the person off the hook... I'm just holding a sympathetic ear. I too have bent for clients who wanted to check out early, even though it costs me money. I've been upset with myself for bending, when I shouldn't, but also realize that not bending can cost me as well. Still want the empathy, even if I'm not sure that I did or didn't do the right thing.
.

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Jon Sable said:

This is a forum for innkeepers. We need to empathize with other innkeepers who want to let off a little steam. So empathize instead of judge... not saying that they were right or wrong to let the person off the hook... I'm just holding a sympathetic ear. I too have bent for clients who wanted to check out early, even though it costs me money. I've been upset with myself for bending, when I shouldn't, but also realize that not bending can cost me as well. Still want the empathy, even if I'm not sure that I did or didn't do the right thing.

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precisely!
We are here to vent, laugh, dole out information to each other, sympathize and empathize.
This job can be frustrating at times. Of course we enjoy our profession, even when we vent.
Undersea - just wait until you finally are an innkeeper for nightly guests, then we'll talk again.
Copperhead, I have made that error a couple of times too many. I like doing business with a handshake rather than hitting people over the head with policies and money up front, etc. But I have learned, only recently, that fewer and fewer guests are thinking along those same lines. So, 2 weeks ago I tightened my policies to the point where I have a headache.
Every time I have done something in the way of giving free upgrades, bent the cancellation policy, or let someone's tiny, little dog stay free, or have given them a surprise in their room, it comes back to haunt me. Maybe not every time. I leave a bottle of sparkling wine for birthday guests in the fridge of a cottage and champagne glasses in the cupboard, 4 out of times, my glasses are gone after the guest leaves. Guess what, the next guest will have to drink their bubbly out of bathroom cups. Sorry.
I hope you enjoy your guests today