Reverse Overbooking: This is a first for me

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Arks

Arks

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We've talked about hotels and airlines overbooking, assuming there will always be a few no-shows. But I just had a first "reverse" overbooking. I'm sure it has happened to others, and am surprised it doesn't happen more.
Had an online reservation come through. She booked arrival Dec. 24, departure Dec. 28, but wrote in the reservation notes, "I'll probably only need 2 nights, but not sure which 2 yet. I'll let you know by Monday."
Blocked 4 nights and only plans to keep 2. In the mean time, nobody else can book that room (the cheapest one of course) for the 2 mystery nights. It's kind of irritating!
Kind of? It IS irritating!
 
Very annoying. Are you going to say anything to her prior to Monday?
After all, it's not like you're going to get any other reservations, right? :-(
 
Well for major holidays I have a 30 day cancellation/change policy. That would have stopped that in its tracks. I've had them call and plead their case. No, just wait til you are sure the days you want.
 
Morticia said:
Very annoying. Are you going to say anything to her prior to Monday?
After all, it's not like you're going to get any other reservations, right? :-(.
Click to expand...
Morticia said:
Very annoying. Are you going to say anything to her prior to Monday?
After all, it's not like you're going to get any other reservations, right? :-(
Click to expand...
First time in 3 years, so I'll let it slide this time. If it becomes a more regular problem I'll have to impose a penalty for changes like that during holiday seasons.
In the mean time, I'll just enjoy fuming about it.
 
Arks said:
Morticia said:
Very annoying. Are you going to say anything to her prior to Monday?
After all, it's not like you're going to get any other reservations, right? :-(.
Click to expand...
Morticia said:
Very annoying. Are you going to say anything to her prior to Monday?
After all, it's not like you're going to get any other reservations, right? :-(
Click to expand...
First time in 3 years, so I'll let it slide this time. If it becomes a more regular problem I'll have to impose a penalty for changes like that during holiday seasons.
In the mean time, I'll just enjoy fuming about it.
.
Click to expand...
As long as you're getting something out of it!
 
oh, how fun. not! She might show up Christmas Eve and then stay with friends Christmas night and then come back to stay with you on Dec 26 ... or maybe the 27th. That would be one for your memoir.
 
Unless she has paid a deposit to confirm the whole reservation, I would change her reservation in my system to a status of "pending" (or "tentative,") which still prevents others from booking that space but could indicate to them the possibility that something might become available and that they could get on the waiting list (or just check back). We don't confirm any reservation until we have deposit money in hand....
 
I had someone do the same thing! I gave her 5 days to make her decision. Day 5 is tomorrow.
 
Arks said:
Morticia said:
Very annoying. Are you going to say anything to her prior to Monday?
After all, it's not like you're going to get any other reservations, right? :-(.
Click to expand...
Morticia said:
Very annoying. Are you going to say anything to her prior to Monday?
After all, it's not like you're going to get any other reservations, right? :-(
Click to expand...
First time in 3 years, so I'll let it slide this time. If it becomes a more regular problem I'll have to impose a penalty for changes like that during holiday seasons.
In the mean time, I'll just enjoy fuming about it.
.
Click to expand...
You're handling it better than I would!
I would have canceled it and told her to rebook when she knew her actual dates.
 
Breakfast Diva said:
Arks said:
Morticia said:
Very annoying. Are you going to say anything to her prior to Monday?
After all, it's not like you're going to get any other reservations, right? :-(.
Click to expand...
Morticia said:
Very annoying. Are you going to say anything to her prior to Monday?
After all, it's not like you're going to get any other reservations, right? :-(
Click to expand...
First time in 3 years, so I'll let it slide this time. If it becomes a more regular problem I'll have to impose a penalty for changes like that during holiday seasons.
In the mean time, I'll just enjoy fuming about it.
.
Click to expand...
You're handling it better than I would!
I would have canceled it and told her to rebook when she knew her actual dates.
.
Click to expand...
Breakfast Diva said:
You're handling it better than I would!
I would have canceled it and told her to rebook when she knew her actual dates.
Click to expand...
thumbs_up.gif
I like your thinking!
I would have, if was the last one I had available, but I still have one empty the whole Christmas weekend, so I'll play nice...till Monday!
 
Innquiring minds want to know the outcome Arks...
I had similar on Sat, she stayed Friday night and possibly may stay Sat night, we were out and we asked her to call, but she was going to go out to eat with her vendors and then may be back... we had no one else and we freshened the room, and had the lights on, so by 8pm it was over. We were so nice about it, a repeat and you do these things.
She was a female guest here on her own from Atlanta, and we didn't mind extending that arm of hospitality should she need it.
We all do nice things - off the forum that you all never hear about. When we post it here only a handful "get it" as we are in the people business, and if we can accommodate someone we surely will.
 
So far no word. She said by Monday, so if I don't hear today, I'll have to do something. But if I cancel it, I'd need to refund the deposit, and that would incur processing charges to me that I'd hate to pass to her, so I'll try to handle it with an e-mail and hope she gets her dates firm!
 
JoeyBloggs said:
Innquiring minds want to know the outcome Arks...
I had similar on Sat, she stayed Friday night and possibly may stay Sat night, we were out and we asked her to call, but she was going to go out to eat with her vendors and then may be back... we had no one else and we freshened the room, and had the lights on, so by 8pm it was over. We were so nice about it, a repeat and you do these things.
She was a female guest here on her own from Atlanta, and we didn't mind extending that arm of hospitality should she need it.
We all do nice things - off the forum that you all never hear about. When we post it here only a handful "get it" as we are in the people business, and if we can accommodate someone we surely will..
Click to expand...
You are SUPER in the hospitality arena!
 
All I can say is how rude! I would have told her to pick the two nights now or I'd have to cancel and she could rebook later. She's adding more work to you (and some stress) and others can't book those two nights and will probably book elsewhere and you'll lose money.
 
I wrote her last evening and explained that other people are wanting that room during some of the 4 nights she blocked off, and I need her to make a decision on which ones she really wants.
She wrote back and said she wants Dec. 25 & 26, so I put the other 2 back on the market and all is well. Maybe now she realizes that it affects me, and other people, when she blocks off 4 nights when she only plans to use two of them.
 
Arks said:
I wrote her last evening and explained that other people are wanting that room during some of the 4 nights she blocked off, and I need her to make a decision on which ones she really wants.
She wrote back and said she wants Dec. 25 & 26, so I put the other 2 back on the market and all is well. Maybe now she realizes that it affects me, and other people, when she blocks off 4 nights when she only plans to use two of them..
Click to expand...
You got your response so good. But the stress really isn't worth it. DH does this too. He is a nice person and wants everyone to get what they want. So he will block with no deposit.
That is what makes him a good innkeeper. The need to be hospitable and helpful. But there comes the moment where you also need to be a business person. We need the room.
Glad you contacted her.
 
Arks said:
I wrote her last evening and explained that other people are wanting that room during some of the 4 nights she blocked off, and I need her to make a decision on which ones she really wants.
She wrote back and said she wants Dec. 25 & 26, so I put the other 2 back on the market and all is well. Maybe now she realizes that it affects me, and other people, when she blocks off 4 nights when she only plans to use two of them..
Click to expand...
trouble is too many people don't understand we are a business - "its just a bit of pocket money for you so it doesn't really matter" which is exacerbated by air people with one spare room to whom it is just pocket money.
 
TheBeachHouse said:
Arks said:
I wrote her last evening and explained that other people are wanting that room during some of the 4 nights she blocked off, and I need her to make a decision on which ones she really wants.
She wrote back and said she wants Dec. 25 & 26, so I put the other 2 back on the market and all is well. Maybe now she realizes that it affects me, and other people, when she blocks off 4 nights when she only plans to use two of them..
Click to expand...
You got your response so good. But the stress really isn't worth it. DH does this too. He is a nice person and wants everyone to get what they want. So he will block with no deposit.
That is what makes him a good innkeeper. The need to be hospitable and helpful. But there comes the moment where you also need to be a business person. We need the room.
Glad you contacted her.
.
Click to expand...
TheBeachHouse said:
... be hospitable and helpful. But there comes the moment where you also need to be a business person.
Click to expand...
Right on. Finding that balance is the main job.
 

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