"Sorry, we're almost full."

Interesting conversation with a guest wanting to reserve rooms for a December event. We have one room open.
They needed two rooms. And were surprised they had called too late.
Right now? We're empty! Come now, do different things!

Time to put on your sales cap and sell them those two room now! So what can they do today?

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25.

I'd love to have my December sold out. I got my first December reservation yesterday, but I'd have to admit I'd be surprised to try and book somewhere and it was almost sold out for December. What a good problem for you to have!

PhineasSwann said:

I'd love to have my December sold out. I got my first December reservation yesterday, but I'd have to admit I'd be surprised to try and book somewhere and it was almost sold out for December. What a good problem for you to have!.

Click to expand...

Event. One weekend. The rest of the month is generally a desert .

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25..

Click to expand...

this is why and it sounds harsh we tend to be "full" for this kind of call as it just causes problems
(1) if you charge them standard rate - you feel bad that you didn't discount
(2) if you discount they don't realise it as they don't stay away in the town they live in so have no idea of full freight prices so you feel cross they arn't appreciative
(3) they don't seem to get this is your liveliehood and a business
(4) they are always the most trouble about getting arrival times, cancellation and so on
Just find it isn't worth the trouble.

Jcam said:

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25..

Click to expand...

this is why and it sounds harsh we tend to be "full" for this kind of call as it just causes problems
(1) if you charge them standard rate - you feel bad that you didn't discount
(2) if you discount they don't realise it as they don't stay away in the town they live in so have no idea of full freight prices so you feel cross they arn't appreciative
(3) they don't seem to get this is your liveliehood and a business
(4) they are always the most trouble about getting arrival times, cancellation and so on
Just find it isn't worth the trouble.
.

Click to expand...

I get your location has so many events everyday that it gets old.
This is one event every year and we've now gotten to the point where almost everyone books next year on the way out the door.
I do resend the confirmation with lots of time for cancellations in case guests decide they don't need to see this every year.

Morticia said:

Jcam said:

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25..

Click to expand...

this is why and it sounds harsh we tend to be "full" for this kind of call as it just causes problems
(1) if you charge them standard rate - you feel bad that you didn't discount
(2) if you discount they don't realise it as they don't stay away in the town they live in so have no idea of full freight prices so you feel cross they arn't appreciative
(3) they don't seem to get this is your liveliehood and a business
(4) they are always the most trouble about getting arrival times, cancellation and so on
Just find it isn't worth the trouble.
.

Click to expand...

I get your location has so many events everyday that it gets old.
This is one event every year and we've now gotten to the point where almost everyone books next year on the way out the door.
I do resend the confirmation with lots of time for cancellations in case guests decide they don't need to see this every year.
.

Click to expand...

It's always difficult to turn guests away. A slightly different scenario here...We have a big event in the fall in a neighboring town that is always sold out. Just had an e-mail from a returning guest, celebrating their 5th anniversary, after spending their honeymoon here, years ago.
You may recall that this year we will close the suites in the main house and have only the cottage to offer...at a premium rate. Normally I would soften and offer returning guests a discount But in this case, my notes about them from their first stay were not very complimentary. In fact, they moved a flat screen TV from the sitting room into the bedroom and it never worked again.
They used many glasses and dishes, left the bathroom in a wet soggy mess and, although they were very nice, they were high maintenance, costing us a trip to the big box store and $500 for a new TV. I have just held firm and suggested another B+B that might suite them. Am I mean?

Silverspoon said:

Morticia said:

Jcam said:

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25..

Click to expand...

this is why and it sounds harsh we tend to be "full" for this kind of call as it just causes problems
(1) if you charge them standard rate - you feel bad that you didn't discount
(2) if you discount they don't realise it as they don't stay away in the town they live in so have no idea of full freight prices so you feel cross they arn't appreciative
(3) they don't seem to get this is your liveliehood and a business
(4) they are always the most trouble about getting arrival times, cancellation and so on
Just find it isn't worth the trouble.
.

Click to expand...

I get your location has so many events everyday that it gets old.
This is one event every year and we've now gotten to the point where almost everyone books next year on the way out the door.
I do resend the confirmation with lots of time for cancellations in case guests decide they don't need to see this every year.
.

Click to expand...

It's always difficult to turn guests away. A slightly different scenario here...We have a big event in the fall in a neighboring town that is always sold out. Just had an e-mail from a returning guest, celebrating their 5th anniversary, after spending their honeymoon here, years ago.
You may recall that this year we will close the suites in the main house and have only the cottage to offer...at a premium rate. Normally I would soften and offer returning guests a discount But in this case, my notes about them from their first stay were not very complimentary. In fact, they moved a flat screen TV from the sitting room into the bedroom and it never worked again.
They used many glasses and dishes, left the bathroom in a wet soggy mess and, although they were very nice, they were high maintenance, costing us a trip to the big box store and $500 for a new TV. I have just held firm and suggested another B+B that might suite them. Am I mean?
.

Click to expand...

Silverspoon said:

Am I mean?

Click to expand...

You're probably saner than most!

Jcam said:

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25..

Click to expand...

this is why and it sounds harsh we tend to be "full" for this kind of call as it just causes problems
(1) if you charge them standard rate - you feel bad that you didn't discount
(2) if you discount they don't realise it as they don't stay away in the town they live in so have no idea of full freight prices so you feel cross they arn't appreciative
(3) they don't seem to get this is your liveliehood and a business
(4) they are always the most trouble about getting arrival times, cancellation and so on
Just find it isn't worth the trouble.
.

Click to expand...

Good points! Filing away this advice for future use!

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25..

Click to expand...

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25.

Click to expand...

Lesson # 26 for you…. "Sorry, we are full. Would you like me to put you on the waiting list?" We figured that out the hard way with a full house minus one room that canceled( two weekends in a row) after being full for months and sending people away. Then when someone cancel you quick send out calls! We have snagged a few that way, but then others already found lodging elsewhere. If the waiting list doesn't work, post it on Facebook. One room saw it and came a day earlier since it was their room anyways.

Duff2014 said:

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25..

Click to expand...

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25.

Click to expand...

Lesson # 26 for you…. "Sorry, we are full. Would you like me to put you on the waiting list?" We figured that out the hard way with a full house minus one room that canceled( two weekends in a row) after being full for months and sending people away. Then when someone cancel you quick send out calls! We have snagged a few that way, but then others already found lodging elsewhere. If the waiting list doesn't work, post it on Facebook. One room saw it and came a day earlier since it was their room anyways.
.

Click to expand...

One of the reasons I love RezKey is their waiting list form.

Silverspoon, good stuff! Nothing but admiration from me....

Morticia said:

Silverspoon said:

Morticia said:

Jcam said:

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25..

Click to expand...

this is why and it sounds harsh we tend to be "full" for this kind of call as it just causes problems
(1) if you charge them standard rate - you feel bad that you didn't discount
(2) if you discount they don't realise it as they don't stay away in the town they live in so have no idea of full freight prices so you feel cross they arn't appreciative
(3) they don't seem to get this is your liveliehood and a business
(4) they are always the most trouble about getting arrival times, cancellation and so on
Just find it isn't worth the trouble.
.

Click to expand...

I get your location has so many events everyday that it gets old.
This is one event every year and we've now gotten to the point where almost everyone books next year on the way out the door.
I do resend the confirmation with lots of time for cancellations in case guests decide they don't need to see this every year.
.

Click to expand...

It's always difficult to turn guests away. A slightly different scenario here...We have a big event in the fall in a neighboring town that is always sold out. Just had an e-mail from a returning guest, celebrating their 5th anniversary, after spending their honeymoon here, years ago.
You may recall that this year we will close the suites in the main house and have only the cottage to offer...at a premium rate. Normally I would soften and offer returning guests a discount But in this case, my notes about them from their first stay were not very complimentary. In fact, they moved a flat screen TV from the sitting room into the bedroom and it never worked again.
They used many glasses and dishes, left the bathroom in a wet soggy mess and, although they were very nice, they were high maintenance, costing us a trip to the big box store and $500 for a new TV. I have just held firm and suggested another B+B that might suite them. Am I mean?
.

Click to expand...

Silverspoon said:

Am I mean?

Click to expand...

You're probably saner than most!
.

Click to expand...

DH helped me craft a reply to their plea for a lower rate or a different time. I think they got the message that they need to look someplace else without feeling that we have rejected them. ( which of course is really the truth)
This was a tough one...they wrote a nice 5* review on TA after their first stay and were pleasant people. Oyi.....but the work! In this case we would have done the work if they were willing to pay the price.

2cat_lady said:

Silverspoon, good stuff! Nothing but admiration from me.....

Click to expand...

Thanks! This was a tough call....even as we enter our 27th year as innkeepers here, we still find that the HR part of the job can give us pause.

Duff2014 said:

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25..

Click to expand...

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25.

Click to expand...

Lesson # 26 for you…. "Sorry, we are full. Would you like me to put you on the waiting list?" We figured that out the hard way with a full house minus one room that canceled( two weekends in a row) after being full for months and sending people away. Then when someone cancel you quick send out calls! We have snagged a few that way, but then others already found lodging elsewhere. If the waiting list doesn't work, post it on Facebook. One room saw it and came a day earlier since it was their room anyways.
.

Click to expand...

Good idea, but our openings are pretty easy to find on our website. My thought was next time, tell him I'm nowhere near the computer, so please go book it on the website. Use the 10% off coupon and book it now before it goes.
Of course, that way, he has to leave a full nights deposit.

Jcam said:

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25..

Click to expand...

this is why and it sounds harsh we tend to be "full" for this kind of call as it just causes problems
(1) if you charge them standard rate - you feel bad that you didn't discount
(2) if you discount they don't realise it as they don't stay away in the town they live in so have no idea of full freight prices so you feel cross they arn't appreciative
(3) they don't seem to get this is your liveliehood and a business
(4) they are always the most trouble about getting arrival times, cancellation and so on
Just find it isn't worth the trouble.
.

Click to expand...

Exactly. I'm sure they thought it was cool that they have an inn across the street. And probably thought that since it was pre-season, no issues.

Silverspoon said:

Morticia said:

Jcam said:

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25..

Click to expand...

this is why and it sounds harsh we tend to be "full" for this kind of call as it just causes problems
(1) if you charge them standard rate - you feel bad that you didn't discount
(2) if you discount they don't realise it as they don't stay away in the town they live in so have no idea of full freight prices so you feel cross they arn't appreciative
(3) they don't seem to get this is your liveliehood and a business
(4) they are always the most trouble about getting arrival times, cancellation and so on
Just find it isn't worth the trouble.
.

Click to expand...

I get your location has so many events everyday that it gets old.
This is one event every year and we've now gotten to the point where almost everyone books next year on the way out the door.
I do resend the confirmation with lots of time for cancellations in case guests decide they don't need to see this every year.
.

Click to expand...

It's always difficult to turn guests away. A slightly different scenario here...We have a big event in the fall in a neighboring town that is always sold out. Just had an e-mail from a returning guest, celebrating their 5th anniversary, after spending their honeymoon here, years ago.
You may recall that this year we will close the suites in the main house and have only the cottage to offer...at a premium rate. Normally I would soften and offer returning guests a discount But in this case, my notes about them from their first stay were not very complimentary. In fact, they moved a flat screen TV from the sitting room into the bedroom and it never worked again.
They used many glasses and dishes, left the bathroom in a wet soggy mess and, although they were very nice, they were high maintenance, costing us a trip to the big box store and $500 for a new TV. I have just held firm and suggested another B+B that might suite them. Am I mean?
.

Click to expand...

Not mean. We don't discount for anyone for 4th of July or Memorial or Labor Days.
We turn people away those weekends.

Silverspoon said:

Morticia said:

Silverspoon said:

Morticia said:

Jcam said:

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25..

Click to expand...

this is why and it sounds harsh we tend to be "full" for this kind of call as it just causes problems
(1) if you charge them standard rate - you feel bad that you didn't discount
(2) if you discount they don't realise it as they don't stay away in the town they live in so have no idea of full freight prices so you feel cross they arn't appreciative
(3) they don't seem to get this is your liveliehood and a business
(4) they are always the most trouble about getting arrival times, cancellation and so on
Just find it isn't worth the trouble.
.

Click to expand...

I get your location has so many events everyday that it gets old.
This is one event every year and we've now gotten to the point where almost everyone books next year on the way out the door.
I do resend the confirmation with lots of time for cancellations in case guests decide they don't need to see this every year.
.

Click to expand...

It's always difficult to turn guests away. A slightly different scenario here...We have a big event in the fall in a neighboring town that is always sold out. Just had an e-mail from a returning guest, celebrating their 5th anniversary, after spending their honeymoon here, years ago.
You may recall that this year we will close the suites in the main house and have only the cottage to offer...at a premium rate. Normally I would soften and offer returning guests a discount But in this case, my notes about them from their first stay were not very complimentary. In fact, they moved a flat screen TV from the sitting room into the bedroom and it never worked again.
They used many glasses and dishes, left the bathroom in a wet soggy mess and, although they were very nice, they were high maintenance, costing us a trip to the big box store and $500 for a new TV. I have just held firm and suggested another B+B that might suite them. Am I mean?
.

Click to expand...

Silverspoon said:

Am I mean?

Click to expand...

You're probably saner than most!
.

Click to expand...

DH helped me craft a reply to their plea for a lower rate or a different time. I think they got the message that they need to look someplace else without feeling that we have rejected them. ( which of course is really the truth)
This was a tough one...they wrote a nice 5* review on TA after their first stay and were pleasant people. Oyi.....but the work! In this case we would have done the work if they were willing to pay the price.
.

Click to expand...

Glad everything worked out. I hate to put people in slots like, they want a discount so they will be like this type of guests….but it usually comes true. The ones who wants the most try to pay the least….. One didn't turn out that way. My aunt says with her other business that the one who asks for discounts and she has to remind them to pay their bills are the ones with the most money.

TheBeachHouse said:

I'd be surprised too. December seems quite a while away to me right now. Must be a very important event.
Our almost full story. Neighbor texts me asking if we have room for his parents for the graduation party this weekend. Sure. We block the room. Late in the afternoon I text him to see when they are expected to check in. "Oh, since it's just one night, we decided to put them up here."
Ummmm, we turned way two couples for our best room.
File under, lesson learned #25..

Click to expand...

People are so rude - he should have called as soon as he decided to put them up.
I just had a woman who is from New Mexico that had called us for a reference on a local contractor -- we don't know these people, just gave a good reference to a guy who built this place. She called yesterday saying that she's going to be in town on Memorial Day and her place is rented out. She wanted to do a house swap - I give her a nice room for 2 nights on the holiday weekend and sometime when I decide to visit New Mexico I can stay in her house. First, I have no idea what your house looks like or even where it's located so it may be someplace I would never stay. Secondly, no one even family gets a room here on a holiday weekend for free. And third, right now cash is king as I'm building out a new room with a beautiful spa bathroom that's costing a fortune. So no free room for you lady I've never met who is offering me a two night stay in her house in New Mexico which isn't on my bucket list in the coming few years. She was quite taken aback that I didn't jump at this opportunity. So she then said she was planning a retreat for the fall with a bunch of veterans and she had been planning on checking us out to recommend us to them. So now #4 kicks in - I can fill every room three times over during the fall so this doesn't matter either. She gave me her number and said if I changed my mind on the free nights to call her. A call I know I won't be making.