Unannounced guests

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Acf
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10/10/2015

How do people address unannounced guests.  For example, If a couple books a room for 2 and shows up with 3 kids and says they will sleep on the floor or share the bed.  How do people handle that.  

 

Silverspoon's picture
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10/16/2011

If a single books the room but shows up with another adult the only thing we need is a name.  But a third person or anyone under 18 is not allowed. Period.  We have turned away people who sprang a child on us at the last minute.  Sorry, but they lost their deposit and we sent them on their way.

All of our communications stress that the maximum occupancy is 2 people, adults only.  When we take the reservation we take two names. "Due to local codes, we do not have cots or roll-away beds, nor can we permit use of air mattresses or sleeping bags to accomodate additional guests. Our B+B is not suitable for children under the age of 18."

And then we stick to it!

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05/22/2008

Just make sure your policies are written down, plainly shown on your website and make sure you have a check box where they AGREE to your policies. and in your confirmation letter. Then when they show up just point it out to them and say, we cannot accommodate you. Have a copy of the confirmation letter and point out they agreed to your policies when making the reservation. Tell them.. It is against the law to have more than the stated occupancy. If  you have another room available, and want to rent it to them..fine, otherwise I would send them packing.  Friends of ours do just this. It may get them a nasty TA review, but they have a leg to stand on when they write their management response and so will you.

Breakfast Diva's picture
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05/26/2009

For us, it's only been about children. I've done both...if it's an older child or in our cottage, just charge them for an additional person. If it's a younger child/children and they've book a room in our main house and we have other couples that are staying with us for a romantic getaway, I've sent the kid couple away. And made them pay.

One time, the couple called from the road and were a couple hours from arrival. I heard screaming kids in the background. I straight forward asked them about the children and yes, they were planning on having them during their stay with us! Every time this woman had called to maker her reservation or ask a question, I had heard the screaming kids in the background and thought to myself, sheesh, I'd want a quiet getaway from those screaming kids also. So when I heard them in the car on their way to us, I told them no, they can not have them here. Suggested they find a room in the metro area they were now in because there was not another room available in my region. And no, they did not get a refund.

It's really tough to do, but since we're a romantic getaway and we do have a separate cottage that allows children, I feel like it's my duty to protect our other guests.

Acf
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10/10/2015

This came up because we are in process of acquiring an inn and we interviewed the previous manager.   Historically she told me they would allow it because they didn't want to loose the business.   She was the manager, not the owner so she had to follow the owners orders.    Personally, I think this is a bad idea.   I would either charge extra as suggested, or tell them the room has a maximum capacity and they must book another room (assuming available) or send them on there way.     

Morticia's picture
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05/22/2008

Ah. We also did a lot of things our first few years that I would not do now.

Plus, the owners had to pay staff. So any heads in beds were worth it. And the owners did not deal directly with fallout from that plan.

As you're thinking about this consider the needs of the few against the needs of the many. A few people don't care what their stay is like as long as it's cheap. Many people care a lot about their comfort and do not want the 'clown car' effect of half a dozen people in the room next door or upstairs.

If you buy this place you'll make it your own. If it has a big repeat biz you may lose a few of them but, you may hear, as we did, that things have improved under our management and that it's a pleasure coming back.

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seashanty's picture
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06/02/2008

 I think they are hotel people and they don't understand ... so if all else fails they sneak them in.

For example, right now I can book a room at r ed ro of for one night for 4 people - no breakfast at that place. There is a cour tya rd marr iot that I stay in where breakfast comes with room.  Two adults, two kids (under 12) included

As an innkeeper it depended on my mood (great policy, huh?)  Encountering people coming through a window and I sent them on their way. A private discussion and request and I most always worked something out with them. Bottom line was I needed the business especially when the little hotel across the street would take them. 

 

gillumhouse's picture
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05/22/2008

We took in a family (N/C) after the derecheo that had children too small to be in a room alone - told the parents they would each have to take one kid in separate rooms. Unexpected? have not had that one yet, but I do have cots that can be put up - for a fee. But if it was more than 2, I would cancel the rez. No one sleeps on the floor here other than our grandchildren when several families come at the same time.

Generic's picture
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02/24/2011

We have had it happen. It depends on how many people. If the room can accommodate them, we tell them the extra charge $20 per night per person. If the room can't handle it, we ask them to come up with a solution. No one is legally allowed to stay on the floor and I have a legal maximum occupancy.

We have had one where they tried to hide 2 people from me. We didn't charge, but we also didn't provide services. In fact, we sort of delighted in making it extremely difficult for them. For example, we remade the room and put all the furniture back, so they would have to move everything. They didn't get breakfast, sheets or even towels. The stupidest part, had they told me, I could have made a bed up for them, they could have had breakfast, clean sheets, towels. The biggest irony? It appears they bought the air mattress and sheets.... my extra charge, would have been cheaper!

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TheBeachHouse's picture
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06/24/2013

How did you handle it?

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Morticia's picture
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05/22/2008

It's never been that bad but when surprised with a kid we weren't told about, on a full in town weekend, I just told them I'd do it as a favor and tacked on the additional $25 while they were standing there.

If you can't handle the extra people in any fashion I'd ask them to leave. They knew they had 3 kids when they made the rez. Or 3 friends who would also be on the trip.

We had someone call us who had that situation. Guest booked one room and showed up with 4 adults. No can do so she called us and had them stay here instead.

If that's available in your area - other accommodations - id send them on their way. I'd call ahead for them, but you're almost certain it's a deliberate thing when they do that.

TheBeachHouse's picture
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06/24/2013

We charge $25 extra each extra person.   We've never turned anyone away, but I'd like to.  

In the case of three kids, they booked one room to save money.  If we charge an extra $75, maybe it's worth it for them to book two rooms next time.

Another idea is to tell them fire codes prohibit 5 people in one room, but you do have a small room available for $$ the kids could share.

Acf
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10/10/2015

Sorry about the double posts.  Don't know how to delete them

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