How To Word a Reservation Rejection

Good Morning All. Any help you can provide in how to turn away a repeat guest would be appreciated. I won't go into specifics here, but suffice it to say that their actions caused alarm to the other guests, but before I could address it with the offending guests, the actions stopped. So nothing was said to them, and they would really have no idea why I'm declining their request. I'm thinking of something like:

"Thank you for your reservation request. We certainly appreciate your loyalty to C*** D***. At this time, we are unable to accept your reservation. If you care to discuss this, you may phone me at any time." Something to that affect. And when they call, I'll just tell them. Gaaaaa! I just hate anything that has to do with confrontation or hurt feelings. But they really can't come back here. I've not had to do this is twelve years!

I would just say...sorry we don't have any availability for those dates. And if they say they see it open on line, follow up with....Oops I haven't updated my on line calendar yet. And if you have to...just block those dates. I don't like confrontation either.

EmptyNest said:

I would just say...sorry we don't have any availability for those dates. And if they say they see it open on line, follow up with....Oops I haven't updated my on line calendar yet.

And if you have to...just block those dates. I don't like confrontation either..

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I'm kind of worried they will just pick another date then.

BananaE29 said:

EmptyNest said:

I would just say...sorry we don't have any availability for those dates. And if they say they see it open on line, follow up with....Oops I haven't updated my on line calendar yet.

And if you have to...just block those dates. I don't like confrontation either..

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I'm kind of worried they will just pick another date then.
.

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ooops...same reply...then, I just guess we won't be able to accommodate you this year...sorry.

EmptyNest said:

BananaE29 said:

EmptyNest said:

I would just say...sorry we don't have any availability for those dates. And if they say they see it open on line, follow up with....Oops I haven't updated my on line calendar yet.

And if you have to...just block those dates. I don't like confrontation either..

Click to expand...

I'm kind of worried they will just pick another date then.
.

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ooops...same reply...then, I just guess we won't be able to accommodate you this year...sorry.
.

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I shouldn't feel like I have to give a reason? Don't invite them to call and explain? I feel so rude doing that. But really, what they did was pretty inconsiderate and rude also. It was one of those "Oh, we must be the only ones in the house, so it's ok to do what we want" kind of things.

Maybe something like, "I'm sorry but I just don't think we're the best accommodation for you. If you need any other recommendations, please send me an email and I'll be happy to give you a few suggestions." No explanation, end of discussion.

I would do as Empty Nest and state no availability, sorry.
If they change dates then take 2cat lady's suggestion: sorry, we do not think Banana B&B is the right fit for you and leave it at that.
If they call you after that, then you can explain, but I would not encourage the call.

Tough spot, definitely.
I'm leaning towards keeping it as bland as possible. If you start explaining they can say they won't do that again.
I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area.
If he chooses to call you can explain you had several complaints about their activities after they checked out. That you are uncomfortable with whatever it was they did and that it cost you other lost business. Or whatever you feel OK saying.
Blocking your calendar just loses other business.

This is what I wrote back. If they ask for another date, I will say the same thing. Hopefully they will just "get it" and not push the issue.

Thank you for your reservation request. We certainly appreciate your loyalty to C**D**. Unfortunately, we do not have availability to accommodate you for those dates.

BananaE29 said:

EmptyNest said:

BananaE29 said:

EmptyNest said:

I would just say...sorry we don't have any availability for those dates. And if they say they see it open on line, follow up with....Oops I haven't updated my on line calendar yet.

And if you have to...just block those dates. I don't like confrontation either..

Click to expand...

I'm kind of worried they will just pick another date then.
.

Click to expand...

ooops...same reply...then, I just guess we won't be able to accommodate you this year...sorry.
.

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I shouldn't feel like I have to give a reason? Don't invite them to call and explain? I feel so rude doing that. But really, what they did was pretty inconsiderate and rude also. It was one of those "Oh, we must be the only ones in the house, so it's ok to do what we want" kind of things.
.

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Now we need details.... We like those juicy pita stories... I am guessing walking around naked (like going to the shared bathroom ???)

Morticia said:

Tough spot, definitely.
I'm leaning towards keeping it as bland as possible. If you start explaining they can say they won't do that again.
I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area.
If he chooses to call you can explain you had several complaints about their activities after they checked out. That you are uncomfortable with whatever it was they did and that it cost you other lost business. Or whatever you feel OK saying.
Blocking your calendar just loses other business..

Click to expand...

Morticia said:

I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area

Click to expand...

This is perfect! Thats all you need to reply with.

Morticia said:

Tough spot, definitely.
I'm leaning towards keeping it as bland as possible. If you start explaining they can say they won't do that again.
I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area.
If he chooses to call you can explain you had several complaints about their activities after they checked out. That you are uncomfortable with whatever it was they did and that it cost you other lost business. Or whatever you feel OK saying.
Blocking your calendar just loses other business..

Click to expand...

I agree, the more you duck and dive and try to give excuses the more you open yourself up to being questioned and asked to justify yourself.

BananaE29 said:

This is what I wrote back. If they ask for another date, I will say the same thing. Hopefully they will just "get it" and not push the issue.

Thank you for your reservation request. We certainly appreciate your loyalty to C**D**. Unfortunately, we do not have availability to accommodate you for those dates..

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do they know what they did was upsetting other guests? ie will they put it together that them running up and down the hall naked (or whatever) is probably the reason why or are they very thick skinned?

Jcam said:

BananaE29 said:

This is what I wrote back. If they ask for another date, I will say the same thing. Hopefully they will just "get it" and not push the issue.

Thank you for your reservation request. We certainly appreciate your loyalty to C**D**. Unfortunately, we do not have availability to accommodate you for those dates..

Click to expand...

do they know what they did was upsetting other guests? ie will they put it together that them running up and down the hall naked (or whatever) is probably the reason why or are they very thick skinned?
.

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They do not know that anyone saw what they were doing. I don't know if it will even occur to them. But there's no way that they thought what they did was right - they just probably thought no one could see them.

Sunshine said:

Morticia said:

Tough spot, definitely.
I'm leaning towards keeping it as bland as possible. If you start explaining they can say they won't do that again.
I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area.
If he chooses to call you can explain you had several complaints about their activities after they checked out. That you are uncomfortable with whatever it was they did and that it cost you other lost business. Or whatever you feel OK saying.
Blocking your calendar just loses other business..

Click to expand...

Morticia said:

I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area

Click to expand...

This is perfect! Thats all you need to reply with.
.

Click to expand...

Sunshine said:

Morticia said:

I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area

Click to expand...

This is perfect! Thats all you need to reply with.

Click to expand...

X3

focsle said:

Sunshine said:

Morticia said:

Tough spot, definitely.
I'm leaning towards keeping it as bland as possible. If you start explaining they can say they won't do that again.
I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area.
If he chooses to call you can explain you had several complaints about their activities after they checked out. That you are uncomfortable with whatever it was they did and that it cost you other lost business. Or whatever you feel OK saying.
Blocking your calendar just loses other business..

Click to expand...

Morticia said:

I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area

Click to expand...

This is perfect! Thats all you need to reply with.
.

Click to expand...

Sunshine said:

Morticia said:

I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area

Click to expand...

This is perfect! Thats all you need to reply with.

Click to expand...

X3
.

Click to expand...

focsle said:

Sunshine said:

Morticia said:

I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area

Click to expand...

This is perfect! Thats all you need to reply with.

Click to expand...

X3

Click to expand...

and please don't send them to any of us…..

Duff2014 said:

focsle said:

Sunshine said:

Morticia said:

Tough spot, definitely.
I'm leaning towards keeping it as bland as possible. If you start explaining they can say they won't do that again.
I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area.
If he chooses to call you can explain you had several complaints about their activities after they checked out. That you are uncomfortable with whatever it was they did and that it cost you other lost business. Or whatever you feel OK saying.
Blocking your calendar just loses other business..

Click to expand...

Morticia said:

I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area

Click to expand...

This is perfect! Thats all you need to reply with.
.

Click to expand...

Sunshine said:

Morticia said:

I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area

Click to expand...

This is perfect! Thats all you need to reply with.

Click to expand...

X3
.

Click to expand...

focsle said:

Sunshine said:

Morticia said:

I'm sorry we are unable to accommodate your reservation. However, here are the names several lovely inns in the area

Click to expand...

This is perfect! Thats all you need to reply with.

Click to expand...

X3

Click to expand...

and please don't send them to any of us…..

.

Click to expand...

Duff2014 said:

and please don't send them to any of us…..

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Hahaha Nope, I didn't offer that information at all. I don't want my fellow innkeepers here in my town to have to deal with them either.

I think Morticia has it perfectly. The less said the better.

Update: They called I had to explain to them my reasoning behind my decision. I wasn't going to lie, knowing full well that they would watch the availability calendar.

They apologized profusely, said it would not happen again, and would I please reconsider? I told them no. What I did not mention in my first posting was that they had done this the year prior also - but only *I* saw the last minute of it, and no other guests were in the house at the time. So this was done TWICE - I have every right to deny them. Not sure if I will get a bad review out of this, but not really concerned about it either.

Thanks again for the input.

BananaE29 said:

Update: They called I had to explain to them my reasoning behind my decision. I wasn't going to lie, knowing full well that they would watch the availability calendar.

They apologized profusely, said it would not happen again, and would I please reconsider? I told them no. What I did not mention in my first posting was that they had done this the year prior also - but only *I* saw the last minute of it, and no other guests were in the house at the time. So this was done TWICE - I have every right to deny them. Not sure if I will get a bad review out of this, but not really concerned about it either.

Thanks again for the input..

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You handled that call perfectly! I know how hard that was for you because I've had to do it myself. At least now you know that they will no longer contact you or try to reserve a room again. Take comfort in that.
As far as a review? I seriously doubt they'll do one. They won't risk that you'll reveal their bad behavior.