Earlier this year we moved our online deposit payment system from Pa yp al to one which stores card details so we can subsequently make additional charges.
We then introduced a formal T&Cs which guests have to accept when entering their booking (tick box on the screen). It always said deposits were non-refundable on the deposit payment page, but now this is formal. In addition the T&Cs state that for cancellations of less than 3 days or no shows we'll charge the full amount, there was no point in doing this before because we had no way to charge the money anyway.
The T&Cs also say we may charge for damage or breakages. Not that we've ever needed this in 12 years of B&Bing, but since we've set up formal T&Cs it seemed only sensible to include this..
I actually had someone call the other day in the midst of making her reservation to ask for clarification on one of the policies before she continued.
I didn't think anyone read them!
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Please don't take this the wrong way, but............
I don't care if they read them or not. The fact that they've ticked a box to confirm they've read and agree to them (and they're in simple language and there's not much to them) means I can charge their card if they stitch me up.
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We have been finding guest are getting around the card charging thing if they cancel or do not show up. Many cards have the ability to be turned off. Or they just call and get a new card. It becoming more and more frequent.
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Blocking the card has been my fear the past two days. We take a 50% deposit and the balance also becomes non-refundable within 5 days of the reservation, unless we can rerent the room. Had a two night reservation beginning tonight that a woman cancelled on Sunday (two days ago) because her friend she was visiting here was sick. Oh, and she was just so upset that her plans were ruined and expected to be refunded her deposit less our $25 cancellation fee. Well, you can imagine her reaction when I told her that she was within the 5 days and was responsible for the whole reservation. I'm sorry, but just cause your friend that you would be visiting here in this town claims she's sick, you can still uphold your end of the bargain, especially since this is a vacation destination (thought this, did not say this). Nope. I simply did not understand. She finished with: You do what you need to do, and I will do what I need to do. I even offered a limited Courtesy Voucher in exchange. Fortunately, I just re-rented tonight, leaving her deposit to cover tomorrow. But in the back of my mind... I wanted to run the credit card on Sunday right away so she wouldn't block us. Ugh. If I rerent tomorrow. Am keeping the deposit for my aggravation.
Meanwhile, we had a morning-of cancellation for last Thursday & Friday, because their dog was poisoned. Did not rerent, but she graciously thanked me for their Courtesy Voucher and our generosity, because she understood our policies.
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