Guest Poaching

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Another thread brought this to mind.
My inn was across the road from a small hotel (12 rooms I believe). I welcomed walk-ins.
Sometimes a person would come to the door, talk with me, and I'd figure they were going to stay. But they'd never come back. Sometimes I'd see them going across the road and decide to stay at the hotel. *sigh*
It all came down to cost. If on their own they wanted to check out both places and chose his, that was their right. But I learned that the owner would watch the potential walk-ins, wave them over, ask what they were paying to stay with me and offer a room for less ... and he'd say 'I'll even throw in breakfast' which was not included in the rate at the time. Breakfast in his restaurant had been extra until I opened a b&b.
I considered waving 'my' guests over to be poaching ... he said 'All is fair in love and war and the hotel business'
 
Yes, it WAS poaching - but anyone stupid enough to go to a hotel and miss out on YOU was someone who deserved what they got. Did not make it easier to make ends meet though I am certain. I also take what I can get.
I once took a guest from another B & B at their request because it was a repeat and they were going to be out of town. I made no effort to entice her to stay here next time - that would be cheating AND I am certain would have offended the guest. Grandsons were here when she was and one afternoon she had returned early. I invited her to join us for supper - and she did. She told me on departure that she thought the hospitality she got at the other B &B was because they has developed a bit of a friendship, but after staying with us realized that is how a B & B treats their guests. She traveled with her job and said that from then on, IF there was a B & B near where she was going, she would insist on being booked there - even if she had to make up the difference in the per diem and the rate.
 
Bad form. We send people to other B&Bs when we are full.... tell him that since he's playing that way, you will be sure to send them elsewhere when you are full.
 
We have major difficulties with the inn next-door to us.. They have a nice restaurant, but we've stopped referring guests there because the two owners constantly quiz every patron as to where they're staying, and when they find out they're staying with us, they'll pepper them with "you know, we have rooms too" and "would you like to tour our rooms after dinner" and even "next time you come to visit, we'll give you a special deal and charge you less than the folks next-door."
We know all this because 6 guests in the last 12 months have come back and reported all this to us, many saying it made them feel quite uncomfortable.
We plan to have a blunt discussion with them the next time we see them, basically saying "we've stopped referring guests to eat with you, because so many have come back saying they felt uncomfortable there." When they ask why, we plan to report what they've told us verbatim.
I have no problem discussing why your place/my place may be a better fit, but only if the question is solicited by the guest. I've had nice chats with some of their guests walking in the town, and have never tried to steal them away.
There's class, and then there's lack of it.
 
PhineasSwann said:
We have major difficulties with the inn next-door to us.. They have a nice restaurant, but we've stopped referring guests there because the two owners constantly quiz every patron as to where they're staying, and when they find out they're staying with us, they'll pepper them with "you know, we have rooms too" and "would you like to tour our rooms after dinner" and even "next time you come to visit, we'll give you a special deal and charge you less than the folks next-door."
We know all this because 6 guests in the last 12 months have come back and reported all this to us, many saying it made them feel quite uncomfortable.
We plan to have a blunt discussion with them the next time we see them, basically saying "we've stopped referring guests to eat with you, because so many have come back saying they felt uncomfortable there." When they ask why, we plan to report what they've told us verbatim.
I have no problem discussing why your place/my place may be a better fit, but only if the question is solicited by the guest. I've had nice chats with some of their guests walking in the town, and have never tried to steal them away.
There's class, and then there's lack of it..
Click to expand...
Exactly the same thing happened to us a few years back. Lovely restaurant (in fact our daughter was married on the premises) where we sent tons of referrals, and all of a sudden our guests were telling us at breakfast that the congenial host at said restaurant was promoting his father's BB (our major competition) down the street from us after they told him they were staying here! Guests relayed info to us because they did not think this was fair play.
I promptly contacted the owner of the restaurant, who said he was appalled by behavior of the host and would talk to him. However, the kid had intercepted my email, and had the audacity to call me and feign innocence!
 
I think we work harder to send guests elsewhere than we do trying to get them to stay with us.
 
PhineasSwann said:
We have major difficulties with the inn next-door to us.. They have a nice restaurant, but we've stopped referring guests there because the two owners constantly quiz every patron as to where they're staying, and when they find out they're staying with us, they'll pepper them with "you know, we have rooms too" and "would you like to tour our rooms after dinner" and even "next time you come to visit, we'll give you a special deal and charge you less than the folks next-door."
We know all this because 6 guests in the last 12 months have come back and reported all this to us, many saying it made them feel quite uncomfortable.
We plan to have a blunt discussion with them the next time we see them, basically saying "we've stopped referring guests to eat with you, because so many have come back saying they felt uncomfortable there." When they ask why, we plan to report what they've told us verbatim.
I have no problem discussing why your place/my place may be a better fit, but only if the question is solicited by the guest. I've had nice chats with some of their guests walking in the town, and have never tried to steal them away.
There's class, and then there's lack of it..
Click to expand...
We had that happen with one of the B&Bs here & learned of this through our repeat guests who they attempted to steal. When I spoke to the owner she said, "It's just good business!"
Really?
 
Samster said:
PhineasSwann said:
We have major difficulties with the inn next-door to us.. They have a nice restaurant, but we've stopped referring guests there because the two owners constantly quiz every patron as to where they're staying, and when they find out they're staying with us, they'll pepper them with "you know, we have rooms too" and "would you like to tour our rooms after dinner" and even "next time you come to visit, we'll give you a special deal and charge you less than the folks next-door."
We know all this because 6 guests in the last 12 months have come back and reported all this to us, many saying it made them feel quite uncomfortable.
We plan to have a blunt discussion with them the next time we see them, basically saying "we've stopped referring guests to eat with you, because so many have come back saying they felt uncomfortable there." When they ask why, we plan to report what they've told us verbatim.
I have no problem discussing why your place/my place may be a better fit, but only if the question is solicited by the guest. I've had nice chats with some of their guests walking in the town, and have never tried to steal them away.
There's class, and then there's lack of it..
Click to expand...
We had that happen with one of the B&Bs here & learned of this through our repeat guests who they attempted to steal. When I spoke to the owner she said, "It's just good business!"
Really?
.
Click to expand...
Really? She thinks it's good business if you start to poach hers and when you are booked that you recommend that they stay elsewhere? Friendly business is better than competitive business. Explain the prisoner's dilemma to her.
 
I'm sitting here doing the math of how much restaurant business I used to send the guys next door.
Figure 15 couples a month with an average dinner bill of $90 results in over $16,000 in annual sales they just flushed because they had to be jerks about it. Ah well. The other restaurants in town are currently loving us.
 
Generic said:
Bad form. We send people to other B&Bs when we are full.... tell him that since he's playing that way, you will be sure to send them elsewhere when you are full..
Click to expand...
thumbs_up.gif

 
I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?
 
Highlands John said:
I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?.
Click to expand...
Highlands John said:
I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?
Click to expand...
Agreed.
 
Highlands John said:
I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?.
Click to expand...
I wish everyone could understand that concept.
 
Morticia said:
Highlands John said:
I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?.
Click to expand...
Highlands John said:
I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?
Click to expand...
Agreed.
.
Click to expand...
The sharing philosophy has worked well for us with other small, up-scale B&Bs in the area... Not so much with the larger inns. Perhaps they are struggling with their occupancy? More likely they just don't want to take the chance that they will lose a future guest.
 
Silverspoon said:
Morticia said:
Highlands John said:
I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?.
Click to expand...
Highlands John said:
I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?
Click to expand...
Agreed.
.
Click to expand...
The sharing philosophy has worked well for us with other small, up-scale B&Bs in the area... Not so much with the larger inns. Perhaps they are struggling with their occupancy? More likely they just don't want to take the chance that they will lose a future guest.
.
Click to expand...
Silverspoon said:
The sharing philosophy has worked well for us with other small, up-scale B&Bs in the area... Not so much with the larger inns. Perhaps they are struggling with their occupancy? More likely they just don't want to take the chance that they will lose a future guest.
Click to expand...
But if they are already full do they think sending the guest away to another town is going to bring that guest back another time? Or, worse, just turning the guest down flat?
The hotels and big inn here do call the b&b's. Not often because the hotels will send guests out of town to another hotel in the chain
 
Morticia said:
Silverspoon said:
Morticia said:
Highlands John said:
I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?.
Click to expand...
Highlands John said:
I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?
Click to expand...
Agreed.
.
Click to expand...
The sharing philosophy has worked well for us with other small, up-scale B&Bs in the area... Not so much with the larger inns. Perhaps they are struggling with their occupancy? More likely they just don't want to take the chance that they will lose a future guest.
.
Click to expand...
Silverspoon said:
The sharing philosophy has worked well for us with other small, up-scale B&Bs in the area... Not so much with the larger inns. Perhaps they are struggling with their occupancy? More likely they just don't want to take the chance that they will lose a future guest.
Click to expand...
But if they are already full do they think sending the guest away to another town is going to bring that guest back another time? Or, worse, just turning the guest down flat?
The hotels and big inn here do call the b&b's. Not often because the hotels will send guests out of town to another hotel in the chain
.
Click to expand...
They are more likely to send guests to motels to ensure that they will have a less enjoyable experience. There are many, many motels lining the main roads here. Most are reminiscent of the 1950's even though some have been updated. We offer a quieter, more upscale accommodation that directly competes with the larger inns, whereas the motels offer basic rooms and minimal service.
I still send some guests their way, however. There are a couple of inns that quite nice and one that specializes in family/pet-friendly accommodations that regularly gets referrals from us. But it is a one-way street....we never have anyone say that they were referred by another inn in town.
 
Silverspoon said:
Morticia said:
Silverspoon said:
Morticia said:
Highlands John said:
I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?.
Click to expand...
Highlands John said:
I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?
Click to expand...
Agreed.
.
Click to expand...
The sharing philosophy has worked well for us with other small, up-scale B&Bs in the area... Not so much with the larger inns. Perhaps they are struggling with their occupancy? More likely they just don't want to take the chance that they will lose a future guest.
.
Click to expand...
Silverspoon said:
The sharing philosophy has worked well for us with other small, up-scale B&Bs in the area... Not so much with the larger inns. Perhaps they are struggling with their occupancy? More likely they just don't want to take the chance that they will lose a future guest.
Click to expand...
But if they are already full do they think sending the guest away to another town is going to bring that guest back another time? Or, worse, just turning the guest down flat?
The hotels and big inn here do call the b&b's. Not often because the hotels will send guests out of town to another hotel in the chain
.
Click to expand...
They are more likely to send guests to motels to ensure that they will have a less enjoyable experience. There are many, many motels lining the main roads here. Most are reminiscent of the 1950's even though some have been updated. We offer a quieter, more upscale accommodation that directly competes with the larger inns, whereas the motels offer basic rooms and minimal service.
I still send some guests their way, however. There are a couple of inns that quite nice and one that specializes in family/pet-friendly accommodations that regularly gets referrals from us. But it is a one-way street....we never have anyone say that they were referred by another inn in town.
.
Click to expand...
Ah. The motel.
When we first started here the PO's had a list of other b&b's in town to which they would not refer. They said it looked bad for them to refer to places that were not up to their standards. If the guest had not stayed here before they would assume this place was just as bad.
It made sense. Then we got to know everyone and our list reflected how nice the other owners were vs how nicely painted the building was.
We actually don't like getting referrals from the high end places because we are not what that guest wanted and they're miserable.
 
Highlands John said:
I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?.
Click to expand...
I believe that is totally true. People come to our town to enjoy different things and they have a much better experience when business owners talk up other businesses. It is a win-win for everyone. Not everyone feels that way, but the majority of the people around here do.
We offered a package deal for Thanksgiving where our guests could get free tickets to a Thanksgiving evening concert or half-off of the Thanksgiving buffet at the Folk Center restaurant. When we went there for lunch, the manager came out, gave us big hugs, and thanked us for promoting them throughout the season. You just can't buy that kind of camaraderie.
And don't call me Shirley. (Name the movie if you get it.)
 
Generic said:
Samster said:
PhineasSwann said:
We have major difficulties with the inn next-door to us.. They have a nice restaurant, but we've stopped referring guests there because the two owners constantly quiz every patron as to where they're staying, and when they find out they're staying with us, they'll pepper them with "you know, we have rooms too" and "would you like to tour our rooms after dinner" and even "next time you come to visit, we'll give you a special deal and charge you less than the folks next-door."
We know all this because 6 guests in the last 12 months have come back and reported all this to us, many saying it made them feel quite uncomfortable.
We plan to have a blunt discussion with them the next time we see them, basically saying "we've stopped referring guests to eat with you, because so many have come back saying they felt uncomfortable there." When they ask why, we plan to report what they've told us verbatim.
I have no problem discussing why your place/my place may be a better fit, but only if the question is solicited by the guest. I've had nice chats with some of their guests walking in the town, and have never tried to steal them away.
There's class, and then there's lack of it..
Click to expand...
We had that happen with one of the B&Bs here & learned of this through our repeat guests who they attempted to steal. When I spoke to the owner she said, "It's just good business!"
Really?
.
Click to expand...
Really? She thinks it's good business if you start to poach hers and when you are booked that you recommend that they stay elsewhere? Friendly business is better than competitive business. Explain the prisoner's dilemma to her.
.
Click to expand...
I don't think this person would understand that. She truly believed that there was nothing wrong in employing any means to get guests to her place.
Some people lack ethics and integrity...
 
ChrisandShelley said:
Highlands John said:
I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?.
Click to expand...
I believe that is totally true. People come to our town to enjoy different things and they have a much better experience when business owners talk up other businesses. It is a win-win for everyone. Not everyone feels that way, but the majority of the people around here do.
We offered a package deal for Thanksgiving where our guests could get free tickets to a Thanksgiving evening concert or half-off of the Thanksgiving buffet at the Folk Center restaurant. When we went there for lunch, the manager came out, gave us big hugs, and thanked us for promoting them throughout the season. You just can't buy that kind of camaraderie.
And don't call me Shirley. (Name the movie if you get it.)
.
Click to expand...
ChrisandShelley said:
And don't call me Shirley. (Name the movie if you get it.)
Click to expand...
Airplane!
 

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