A Soft Touch? - Damages

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Suzie Q

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Every now and then we get something damaged. We had a gal who "mysteriously" had the color of her hair dye rub off onto the towels, pillowcase and pillow. She was up front about this. I told her I would do what I could to get the stains out. Everything came out OK, except for the pillow, which got bunchy in the washing process. I mentioned this to them and the husband pipes up with, "I like bunchy pillows." I felt I should offer to send it home with them!

I ended up buying a new pillow (an even better one!) at a sale at a department store.

OK, then what? Should I say, "Here is your bill for the pillow?" "I will split the bill 1/2 price since we did have use of it for a while." or...

I also believe they left a stain on the "cementy grout" that is between the tub and the wall. It is a **())$^^ to clean back to new.
Thank you for your help.

I do have something on the reservation page stating guests are responsible for damages, and name a dollar amount.
 
Yikes, a bunchy pillow is a dead pillow. Hair dye is the worst! We still have two small stains on bathroom floor vinyl, hardly noticeable, from hair dye. I didn't see them till some time after the guest left. I do know exactly who it was, but a couple of changeovers had happened between the stay and discovery so didn't charge. I think in your example, I would charge. Although the gentleman likes bunchy, you can give the rueful smile while explaining "you, know, we will have to replace it - Fortunately, I am the Queen of Clean, so i worked my magic on the rest, my husband says I should write a book", or some such.
So far, most damages here have been admitted to by guests. Because all were easy to mitigate, we haven't charged. One couple did leave $30 for spilling a wine glass with red wine staining a wall. That was an easy one.
I do use pillow casings (the zip ones, like a mattress cover). They have saved many a pillow to live a longer life. They can be purchased reasonably from National Hospitality. Get a bunch and double cover all your pillows.
And if you haven't' already, waterproof (and pest-proof) mattress and box spring covers are a must in these times. I found blood stains all over bedding recently and was so glad the cover did it's job. the Re solve product took care of the stains. Still so happy someone on the forum shared that tip.
 
some things are just part of doing business.if it goes to deliberate destruction like the label looney we hear about last week, then they pay.
 
I wouldn't worry about a pillow. That's an item that generally gets replaced yearly anyway if they don't wash up properly.
We've charged for replacing a mattress. THAT'S an expensive item.
Did not charge for proactive all over the carpet and still haven't replaced it. It annoys me every time I see it.
 
I wouldn't charge. It's a cost of doing business. We get the hair dye stains fairly frequently. If it's a repeat guest or we think they'll return, we make a note of it in our rez system and the next time we'll give them the older linens.
I'll admit my hair is not it's natural color and I'm sure I've done the same thing when I'm out of town staying somewhere. You just kind of forget.
 
I wouldn't charge for a pillow. But I did have encasements for everything - with special closures to keep bb's out. Big $$ investment but they were great.
I occasionally had people leave a nasty old pillow and take one of mine away. Usually I thought 'how rude!' and then got a call from the road that one couple had forgotten their special pillow and wanted me to send their pillow, they'd send mine. I told them keep the pillow and just reimburse for shipping and I'll send yours along. I didn't want a pillow that had gone travelling -- but how had they not known they'd switched them when they pulled off the cases and left those behind?
 
I wouldn't charge for a pillow. But I did have encasements for everything - with special closures to keep bb's out. Big $$ investment but they were great.
I occasionally had people leave a nasty old pillow and take one of mine away. Usually I thought 'how rude!' and then got a call from the road that one couple had forgotten their special pillow and wanted me to send their pillow, they'd send mine. I told them keep the pillow and just reimburse for shipping and I'll send yours along. I didn't want a pillow that had gone travelling -- but how had they not known they'd switched them when they pulled off the cases and left those behind?.
Maybe one member of the couple was trying to ditch the other's nasty old pillow, but to the other it was their special-perfect-just-right-can't-sleep-well-on-any-other pillow...
 
yes, Harborfields - sounds about right! Imagine that scenario.... It's like trying to replace a toddler's worn out 'lovey' and they know you've done it magnified about 10x
 
I wouldn't charge. It's a cost of doing business. We get the hair dye stains fairly frequently. If it's a repeat guest or we think they'll return, we make a note of it in our rez system and the next time we'll give them the older linens.
I'll admit my hair is not it's natural color and I'm sure I've done the same thing when I'm out of town staying somewhere. You just kind of forget..
Breakfast Diva said:
I wouldn't charge. It's a cost of doing business. We get the hair dye stains fairly frequently. If it's a repeat guest or we think they'll return, we make a note of it in our rez system and the next time we'll give them the older linens.
I'll admit my hair is not it's natural color and I'm sure I've done the same thing when I'm out of town staying somewhere. You just kind of forget.
The only time I've had this happen is if I color my hair immediately before going to bed. Something I don't do often because I hate the smell. If I haven't rinsed my hair well enough I might get a little discoloration on a pillowcase, but not enough that something is ruined. I'd wonder if the guest applied a root color while on vacation. I sometimes think of doing my color on vacation but I don't want to ruin someone else's towels! I have my 'special' towel and t-shirt.
 
I wouldn't charge. It's a cost of doing business. We get the hair dye stains fairly frequently. If it's a repeat guest or we think they'll return, we make a note of it in our rez system and the next time we'll give them the older linens.
I'll admit my hair is not it's natural color and I'm sure I've done the same thing when I'm out of town staying somewhere. You just kind of forget..
Breakfast Diva said:
I wouldn't charge. It's a cost of doing business. We get the hair dye stains fairly frequently. If it's a repeat guest or we think they'll return, we make a note of it in our rez system and the next time we'll give them the older linens.
I'll admit my hair is not it's natural color and I'm sure I've done the same thing when I'm out of town staying somewhere. You just kind of forget.
The only time I've had this happen is if I color my hair immediately before going to bed. Something I don't do often because I hate the smell. If I haven't rinsed my hair well enough I might get a little discoloration on a pillowcase, but not enough that something is ruined. I'd wonder if the guest applied a root color while on vacation. I sometimes think of doing my color on vacation but I don't want to ruin someone else's towels! I have my 'special' towel and t-shirt.
.
Morticia said:
The only time I've had this happen is if I color my hair immediately before going to bed.
Women color their hair? ;-)
 
I wouldn't charge. It's a cost of doing business. We get the hair dye stains fairly frequently. If it's a repeat guest or we think they'll return, we make a note of it in our rez system and the next time we'll give them the older linens.
I'll admit my hair is not it's natural color and I'm sure I've done the same thing when I'm out of town staying somewhere. You just kind of forget..
Breakfast Diva said:
I wouldn't charge. It's a cost of doing business. We get the hair dye stains fairly frequently. If it's a repeat guest or we think they'll return, we make a note of it in our rez system and the next time we'll give them the older linens.
I'll admit my hair is not it's natural color and I'm sure I've done the same thing when I'm out of town staying somewhere. You just kind of forget.
The only time I've had this happen is if I color my hair immediately before going to bed. Something I don't do often because I hate the smell. If I haven't rinsed my hair well enough I might get a little discoloration on a pillowcase, but not enough that something is ruined. I'd wonder if the guest applied a root color while on vacation. I sometimes think of doing my color on vacation but I don't want to ruin someone else's towels! I have my 'special' towel and t-shirt.
.
Morticia said:
The only time I've had this happen is if I color my hair immediately before going to bed.
Women color their hair? ;-)
.
Do the drapes match the curtains?
 
I wouldn't charge. It's a cost of doing business. We get the hair dye stains fairly frequently. If it's a repeat guest or we think they'll return, we make a note of it in our rez system and the next time we'll give them the older linens.
I'll admit my hair is not it's natural color and I'm sure I've done the same thing when I'm out of town staying somewhere. You just kind of forget..
Breakfast Diva said:
I wouldn't charge. It's a cost of doing business. We get the hair dye stains fairly frequently. If it's a repeat guest or we think they'll return, we make a note of it in our rez system and the next time we'll give them the older linens.
I'll admit my hair is not it's natural color and I'm sure I've done the same thing when I'm out of town staying somewhere. You just kind of forget.
The only time I've had this happen is if I color my hair immediately before going to bed. Something I don't do often because I hate the smell. If I haven't rinsed my hair well enough I might get a little discoloration on a pillowcase, but not enough that something is ruined. I'd wonder if the guest applied a root color while on vacation. I sometimes think of doing my color on vacation but I don't want to ruin someone else's towels! I have my 'special' towel and t-shirt.
.
Morticia said:
Breakfast Diva said:
I wouldn't charge. It's a cost of doing business. We get the hair dye stains fairly frequently. If it's a repeat guest or we think they'll return, we make a note of it in our rez system and the next time we'll give them the older linens.
I'll admit my hair is not it's natural color and I'm sure I've done the same thing when I'm out of town staying somewhere. You just kind of forget.
The only time I've had this happen is if I color my hair immediately before going to bed. Something I don't do often because I hate the smell. If I haven't rinsed my hair well enough I might get a little discoloration on a pillowcase, but not enough that something is ruined. I'd wonder if the guest applied a root color while on vacation. I sometimes think of doing my color on vacation but I don't want to ruin someone else's towels! I have my 'special' towel and t-shirt.
I think it depends on what kind of dye is used. I get mine done professionally and it leaves traces of color for at least 4 separate washings. A lot of women get their hair done before going away on a trip...well at least I do.
 
I wouldn't charge for a pillow. But I did have encasements for everything - with special closures to keep bb's out. Big $$ investment but they were great.
I occasionally had people leave a nasty old pillow and take one of mine away. Usually I thought 'how rude!' and then got a call from the road that one couple had forgotten their special pillow and wanted me to send their pillow, they'd send mine. I told them keep the pillow and just reimburse for shipping and I'll send yours along. I didn't want a pillow that had gone travelling -- but how had they not known they'd switched them when they pulled off the cases and left those behind?.
Maybe one member of the couple was trying to ditch the other's nasty old pillow, but to the other it was their special-perfect-just-right-can't-sleep-well-on-any-other pillow...
.
My pillow is that way. I went to change the pillow protector on it and discovered the pillow protector is what is holding the feathers.
I just had a pillowcase this week that Mother Murphy threw up her hands on - so that one will be in the OQ cabinet and the mate becomes a case for the Extra pillows in the rooms.
And notice to all inmates - I am too lazy to color so your pillowcases and towels are safe with me.
 
some things are just part of doing business.if it goes to deliberate destruction like the label looney we hear about last week, then they pay..
EmptyNest said:
some things are just part of doing business.if it goes to deliberate destruction like the label looney we hear about last week, then they pay.
agreed
 
Why do you have it on your page?
I think we all make a judgment call on so many things that get damage .
I know if I damage some ones property I will respect it by paying for the damage I do and not expect a Hotel, Motel, Inn or B&B to pay for my damage. I sure would not ask if I could pay for it and not put that person ( owner) in an uncomfortable position to answerer OH it is ok.! Do not worry about it.
I just leave the money behind saying some thing like if this is not enough Please call me . Again I am sorry I damage ,broke it or what ever.
 
CODB- We have lost $100 set every now and then. I'm with El- unless it's a loon, we build that kind of stuff into our price point.
 
I did not know that permanent hair color came off on pillowcases - have seen what I assumed was self tanning or bronzer stains, mostly on the towels. That stuff whatever it is won't budge.
 
I did not know that permanent hair color came off on pillowcases - have seen what I assumed was self tanning or bronzer stains, mostly on the towels. That stuff whatever it is won't budge..
seashanty said:
I did not know that permanent hair color came off on pillowcases - have seen what I assumed was self tanning or bronzer stains, mostly on the towels. That stuff whatever it is won't budge.
Thank you. I think you have just identified the whatever on the pillowcase that Mother Murphy gave up on.
 
I did not know that permanent hair color came off on pillowcases - have seen what I assumed was self tanning or bronzer stains, mostly on the towels. That stuff whatever it is won't budge..
We had a guy in the cottage several years ago who sprayed self-tan in all over the place in the kitchen area (I think he was aiming for himself but it was all over the place) and then proceeded to sit in the living room and discolor the white lounge chair back. I didn't notice it until about a week later but the chair is too comfy and too $$ to replace right now so we put a throw over the back to cover the stain. It's no ideal but it's the price we pay for not taking credit cards so we just suck it up.
 
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