Help! What do you think I should do?

'Okay couple made a reservation using ResKey from my site for the 26th. They had been sent a confirmation on June 7th, reminder three days before the res and they never showed. They even put in a time when they expected to arrive. Waited up, went to bed, put through the card. I sent them an email afterwards, restated the cancellation policy, and said I was sorry they never made it. Strange thing-- they had made a second reservation using B**king for August 2nd, so I'm wondering if they'll show for that
They just called an hour ago. Said they just got the email about their no show and they claim they never made the reservation. They said they only reserved for August 2nd. Well, I said, I'm sorry, but someone apparently did. Filled I their address, phone number, credit card information along with security code, etc. not possible they said. They only just arrived. They weren't even around for that first reservation. They said they never got the confirmation or reminder. But, they did get the email that says I charged them. Now they're upset, but so am I. I've just sent them the detail list from ResKey. He asked how long he had before he could cancel the second reservation. I told him.
Frankly, I don't want him. It will be awkward and I don't want to dispute this in front of other guests. I'm sure they won't enjoy their stay and I won't feel very hospitable.
What do I do? Call B**king and cancel the reservation myself? Ignorance about online reservations shouldn't be an excuse, should it?
What would you do?
Update: I called B**king and cancelled their res and the agent even waived the compulsory commission fee. I called the people, left a message and told them their reservation was cancelled because I didn't think they would be comfortable coming and vice versa.
Took a very rare nap and DH had my cellphone. They called and he talked with them. Told them how wonderful I was to all my guests, just read my reviews, this was upsetting to me, etc. and they told him that they could have booked in error and they still wanted to come! Half of me is still miserable but the other half says to rise to the occasion. It's in six days. Let you know what happens.
Update #2 Well, they came and went. It turns out, they were my only res for the day after a four room changeover. I called them at check in and asked if they could give me an estimate for arrival. They said they were just around the corner watching the ocean because they didn't want to come before my check in. Please come, I said, so I can go out and enjoy the glorious sunshine and warm temperatures.
They came in five minutes, checked in, said they'd be back after more touring and supper. We left as soon as they did, hopped on the four by four and drove to the lighthouse with cheese & crackers and a cold bottle of wine. Sat on the rocks for three hours and enjoyed the boats, waves and whales. Came back, never saw them arrive. They came down for breakfast, ate all of it, said how beautiful our place was and they would like to come back when they visited again. Paid, thanked me and left. No one said anything about the previous mix up which was fine by me. At least I got a break before moving ahead with a full house again. It's now behind me. Thanks for letting me vent.

Tough one. Hate when guests back pedal on reservations. They can't explain how someone used all of their info to make a reservation.
What they'll say is you got the info from booking and you got the date wrong. But, you do have the history showing the reservation was made long before you got the booking reservation.
When did you tell them they could cancel?

i would not mess with them. just cancel and be done.
no way they did not make that first one...or you couldnt havw run their card! how dumb are they?

Morticia said:

Tough one. Hate when guests back pedal on reservations. They can't explain how someone used all of their info to make a reservation.
What they'll say is you got the info from booking and you got the date wrong. But, you do have the history showing the reservation was made long before you got the booking reservation.
When did you tell them they could cancel?.

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My cancellation policy is 48 hours, so they can cancel by July 31st.

Unless someone seriously threatens, I think they should take the loss. Why should you lose the revenue?

2cat_lady said:

Morticia said:

Tough one. Hate when guests back pedal on reservations. They can't explain how someone used all of their info to make a reservation.
What they'll say is you got the info from booking and you got the date wrong. But, you do have the history showing the reservation was made long before you got the booking reservation.
When did you tell them they could cancel?.

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My cancellation policy is 48 hours, so they can cancel by July 31st.
.

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2cat_lady said:

My cancellation policy is 48 hours, so they can cancel by July 31st.

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That's tough because now you're waiting to see if they cancel or show up. What a pain.

Sometimes it's not worth the fight.... and maybe it's time to count your blessings. I would refund the first charge (but be pissed about that) and I would call booking and cancel the second reservation as they already don't honour your cancellation policy and they have refused the charge, so their CC is not acceptable to you.
In other words, thanks but no thanks, since they already can't honour their commitments. Legally speaking, you can refuse to accept a CC as payment and demand cash. So you can always tell booking that since you have already had problems with this client with honouring their commitment with CC that you require cash prepayment by the cancellation date and that you are not willing to accept a CC as security on this particular client. It's a legal right that can't be disputed by law. (CC do not have to be honoured)

"Their cousin" just texted us and said there was a confusion as they didn't have a reservation with us tonight in response to our inquiry when they will be here today. Luckily for us its through airbnb..... let them deal with them!

EmptyNest said:

i would not mess with them. just cancel and be done.
no way they did not make that first one...or you couldnt havw run their card! how dumb are they?.

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EmptyNest said:

i would not mess with them. just cancel and be done.
no way they did not make that first one...or you couldnt havw run their card! how dumb are they?

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with res key, it shows whether they made the reservation online, it shows their ISP, should be clear and proof for you that this is not your problem. Ugly though, I admit. I would not want them there either. I would cancel.
I have had 3 prepaid (for 3 different guests on different dates) reservations not show up. Just not show up. I always send welcome emails 2 weeks before the arrival date, and a text the minute the cottage is ready if it is before 3 PM. Nothing. Nothing. Nothing.

Did they make the August reservation after the no show res. If so there's no way you could have got their card details from boo*.com.
It seems suspect that they didn't get the two emails confirming the booking but got the one saying they were being charged for the no show. I'd stand your ground on that one.
As for August, I'd cancel it. Like you say, too much negativity on both sides.

Actually, now that I've thought about it more, .....
how did I get their email address if they didn't book the reservation? B**king only gives you an alias and they imputed their email address in the first reservation.
Ugh! I hate this. I'm always giving people the benefit of the doubt but I hate how this makes me feel. I don't like being walked on and my season is so short. Half of me just wants to give them back their money and say bye bye and the other half wants to keep the money and still say bye bye. I don't dare put DH on the phone because he's much more 'direct'.

That's another point. bking.com doesn't give you email addresses.... so you wouldn't have their email address if it wasn't entered into your system.
But look at the other side... are you willing to live with it if they post it online?

I know. That's the other side of the coin.
Well, I think I will just call them, tell them I'm refunding and be done with them. At least if they post about it, they have nothing to complain about. They just lose the opportunity to stay at my beautiful B&B and experience everything wonderful things all my other satisfied guests have experienced.

2cat_lady said:

Actually, now that I've thought about it more, .....
how did I get their email address if they didn't book the reservation? B**king only gives you an alias and they imputed their email address in the first reservation.
Ugh! I hate this. I'm always giving people the benefit of the doubt but I hate how this makes me feel. I don't like being walked on and my season is so short. Half of me just wants to give them back their money and say bye bye and the other half wants to keep the money and still say bye bye. I don't dare put DH on the phone because he's much more 'direct'..

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I look at it this way. People who book and try to get out of paying are thieves. I will try to get my money unless the cost is less than the value.

Highlands John said:

Did they make the August reservation after the no show res. If so there's no way you could have got their card details from boo*.com.
It seems suspect that they didn't get the two emails confirming the booking but got the one saying they were being charged for the no show. I'd stand your ground on that one.
As for August, I'd cancel it. Like you say, too much negativity on both sides..

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Agreed. Keep their money on the first; cancel the second. Obviously they are not being honest, need to compensate you, and you do not want these type of folks around.

Baby Puss said:

That's another point. bking.com doesn't give you email addresses.... so you wouldn't have their email address if it wasn't entered into your system.
But look at the other side... are you willing to live with it if they post it online?.

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Baby Puss said:

That's another point. bking.com doesn't give you email addresses.... so you wouldn't have their email address if it wasn't entered into your system.
But look at the other side... are you willing to live with it if they post it online?

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im finding that everyone is worried about what people will post online and review about us. Myself included. So our policies and procedures are becoming suggestions rather than our law. People know this an are going to be able to get out of our polices for fear of the bad review. I'm starting to get tired of people threatening bad reviews to cover up for their ignorance! Innkeepers are becoming weak on policies and not enforcing them. The tables have turned and the "Guest rules the nest!"

2cat_lady said:

Actually, now that I've thought about it more, .....
how did I get their email address if they didn't book the reservation? B**king only gives you an alias and they imputed their email address in the first reservation.
Ugh! I hate this. I'm always giving people the benefit of the doubt but I hate how this makes me feel. I don't like being walked on and my season is so short. Half of me just wants to give them back their money and say bye bye and the other half wants to keep the money and still say bye bye. I don't dare put DH on the phone because he's much more 'direct'..

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Consider the value of your time and how folks like this make you feel. I don't get too many like this, but often the emotional cost is more worth than the financial loss, better for my health to send them on their way and enjoy the nice guests.

2cat_lady said:

Morticia said:

Tough one. Hate when guests back pedal on reservations. They can't explain how someone used all of their info to make a reservation.
What they'll say is you got the info from booking and you got the date wrong. But, you do have the history showing the reservation was made long before you got the booking reservation.
When did you tell them they could cancel?.

Click to expand...

My cancellation policy is 48 hours, so they can cancel by July 31st.
.

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So sorry you have to deal with this - I would charge them for the first one and cancel the second, no way I'd be out that much money. They probably just forgot to cancel it once they made it and then went ahead and did it on book ing for that other night. By the way, is 48 hours enough time for you to refill a room? Our cancellation policy is 14 days and even then I cannot always fill a room if it's cancelled on the 14th day.

We tend to err on the side of not having to deal with azz-ows. Pretty much, let them out of our lives. We would give them the refund retaining the $25 cancellation fee.

Two reservations a week apart? I am thinking they booked the July res, then changed to the August date, thinking the July had not gone through or was voided. From some places I get several emails all lumped together in one email with (2) and (3) in the headers .... so then I think they ignored the confirmation for July thinking it was all to do with the August date. Am I the only one who sees it this way?
I guess all are assuming and maybe you said ... they are protesting the no show charge?
I'd probably use the July payment for the August date and have them come because the July date is already a loss ... chalk it up to a misunderstanding. But that is me and I'm not in the middle of the situation.
I have no familiarity with boo k ing