Well this was a first...

Let me just dive right in. Sorry its kinda a long story. But the damage was all done in less than 15 min from checking in!
Friday night we had 4 checkins. My mom likes to do our arrivals Friday night so we can attend our sons marching band performance at the football game. Our checkin time starts at 4. My mom checks the first couple in at 4 oclock (Very young) At 4:15 another couple arrives and gets checked in. When they went to their room the first arrival was already in it. The first couple went to the wrong room. The couple in the wrong room quickly gathered their belongings and said everything was good in the room to the couple that was suppose to be in there. They said that they had just arrived and they had not used the room yet. So they all got moved to the correct rooms. The 2nd couple quickly unloaded their things and had to get to a dinner show.
At 11:45pm I receive a call from the 2nd couple really upset. When they pulled their bedding back they found a used condom wrapper and the bed had fluids on it. They also found a used condom in the trash in the bathroom. They were completely upset. I quickly got up and went to their room with new sheets and cleaning supplies. They were very upset and I agreed with them that I would of been as well. After talking with them for a few min I managed to take the heat off of us and place it on the young couple. Its ok that they made a mistake and went to the wrong room. But they should not of told the couple it was good to go. They should of told them that they had already used the room and that it was going to need some attention before they could checkin to it. Because it was not our fault at all and they did realize that. I was able to calm the storm. So I changed out everything on their bed and told them I would give them a discount for their troubles.
The next day I had to take our youngest son to a football game so I was not at breakfast. After breakfast the 2nd arrival pulled the young guy away from the group and told him all about it and confronted him about the situation. As you can imagine the guy was very embarrassed . The young couple was a 1 nighter, so they left that morning.
So Sunday the 2nd couple at check out told us they had talked the guy about it. (I was shocked they did that but I can't control talk among guests) I ended up having to give them half off the first night for their troubles.
So I emailed the couple who caused the issue and explained to them about the issues and that we suggested they pay the difference for the discount. They sent an email back stating that it was not their fault that we should of checked the room and they would not pay.
So where should we go from here? Is it our fault? I just wanted some opinions of how you would of handled this situation?

I'd let it go.
But in the meantime, eww. Seriously, they had sex, remade the bed and lied about it in 1/2 hour?
People are weird.

I know I'm the odd one on the forum as a mom and pop motel, but the long term solution might be locks on the guest room doors so that a guest does not stumble into an incorrect room. I know as a guest we are part of a big family in your home, but today not everyone accepts their responsibility as part of that family.

Another thing to consider - we always walk the guest to their room. (Unless it is a late night self checkin but that is rare.)
So using that strategy, the rude, yucky, full of themselves couple would not have found themselves in the wrong room.
Something to consider. I know every one has his or her own style, but the personal escort works for us.

I had something happen similar. We usually check them in and then walk them to their room so there isn't any problem. The first year I had the house to myself with one check in mid-week since it was dead of winter. I happened to be in the front hall when they came in carrying their stuff. I greeted them to start the process when the lady cut me off and went rushing up the stairs, calling over her shoulder that they have been here before and knew everything. The man followed right behind. As I was standing there dumb founded I heard them opening and shutting doors so I went up to see what the issue was. They must have decided they could have the pick of the room and was in my favorite room already in nightwear…. She slit open the door and said that my aunt said they could pick what room they wanted and to leave them alone, and shut the door. Lucky for them, they picked the only room that wasn't rented that weekend. I was hopping mad since the room wasn't finished being cleaned, but the bed was made and the towels were in there, etc. They spent the days searching for things and complained that the floor was dirty, etc. They claim that they had a wonderful stay and thank you so much. We just let it go since we were able to rent out "their" official room. My aunt calm me down by pointing out that they picked my favorite room over her favorite room which she had them in for their "romantic stay".

Duff2014 said:

I had something happen similar. We usually check them in and then walk them to their room so there isn't any problem. The first year I had the house to myself with one check in mid-week since it was dead of winter. I happened to be in the front hall when they came in carrying their stuff. I greeted them to start the process when the lady cut me off and went rushing up the stairs, calling over her shoulder that they have been here before and knew everything. The man followed right behind. As I was standing there dumb founded I heard them opening and shutting doors so I went up to see what the issue was. They must have decided they could have the pick of the room and was in my favorite room already in nightwear…. She slit open the door and said that my aunt said they could pick what room they wanted and to leave them alone, and shut the door. Lucky for them, they picked the only room that wasn't rented that weekend. I was hopping mad since the room wasn't finished being cleaned, but the bed was made and the towels were in there, etc. They spent the days searching for things and complained that the floor was dirty, etc. They claim that they had a wonderful stay and thank you so much. We just let it go since we were able to rent out "their" official room. My aunt calm me down by pointing out that they picked my favorite room over her favorite room which she had them in for their "romantic stay"..

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Leave them alone? Yikes!
I guess if the room was open I would have let it go, but if it had been rented, no choice but to shout, "You are in the wrong room!" Had they argued, an addition of, "I'll just add the additional $100 to the card you gave me, ok?"

Wow.
I would say let it go, you did what you had to do. Given the situation, you couldn't be there, and couldn't double check the room before 2nd guests moved their stuff in, and caused more waiting. Lesson learned and eat the cost of the discount.
Now here is another question - you know how we are:
How did the first couple get into the wrong room? Are all the rooms left unlocked, or were they given the wrong keys?

It's embarrassment all around, give discounts all around and then let it go. It's not intentional.. just stupidity.

JBloggs said:

Wow.
I would say let it go, you did what you had to do. Given the situation, you couldn't be there, and couldn't double check the room before 2nd guests moved their stuff in, and caused more waiting. Lesson learned and eat the cost of the discount.
Now here is another question - you know how we are:
How did the first couple get into the wrong room? Are all the rooms left unlocked, or were they given the wrong keys?.

Click to expand...

JB you have been here before so you know our layout. For others our layout are like small duplex cabins. So there is 2 suites per cabin. Room 1 and room 2. My mom showed them to their room (Room 2). After she checked them in they went to unload their car. When they came back they went to the wrong room. They went into room 1. Its obvious they had one thing on their minds. The problem was worked out between the 2 couples. The 2 couples talked and switched rooms. The idiots that went to the wrong room told the other couple everything was fine. That they had just arrived and did not use the room. But later confessed that they had but it was not their fault. We should of checked it all over. But this was worked out between guests and we were not aware of the mix up until 11:45 pm that night.

TheBeachHouse said:

Another thing to consider - we always walk the guest to their room. (Unless it is a late night self checkin but that is rare.)
So using that strategy, the rude, yucky, full of themselves couple would not have found themselves in the wrong room.
Something to consider. I know every one has his or her own style, but the personal escort works for us..

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We did show them to their room. They went to the wrong room after that. When they moved their car to unload they went to the wrong room at that point.

TheBeachHouse said:

I'd let it go.
But in the meantime, eww. Seriously, they had sex, remade the bed and lied about it in 1/2 hour?
People are weird..

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I know right.....They should get some kinda trophy. Check in, unload car, have sex. remake bed and move to a different room all in 15 min!

Never let the guests loose to find their own rooms unless every door is locked and they have use their key or code to let themselves in. (Ignore this, I just read your response.)
This problem is your problem and not the fault of the guests who either mistakenly or deliberately went to the wrong room. (Ignore this, too.)
They don't owe you or the other guests anything except possibly an apology for being too embarrassed to tell you what happened.
The second check in had no call to even speak to the first check in. Totally not their place.
Why didn't your mother handle the switch between rooms? We have to verify the room is clean, altho, I would not have unmade the bed to check. But they probably also used the bathroom.
If both rooms are the same the guests should just have stayed put but that's up to the owner to arrange.

Hillbilly said:

TheBeachHouse said:

Another thing to consider - we always walk the guest to their room. (Unless it is a late night self checkin but that is rare.)
So using that strategy, the rude, yucky, full of themselves couple would not have found themselves in the wrong room.
Something to consider. I know every one has his or her own style, but the personal escort works for us..

Click to expand...

We did show them to their room. They went to the wrong room after that. When they moved their car to unload they went to the wrong room at that point.
.

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gotcha. entirely their fault. They knew they had used the bed and probably the bathroom. To me, it's all on them.
But again, I would let it go.

They didn't tell you because they were embarrassed. Let it go ... I would never ask a guest for compensation. I wish that couple number two had not spoken to couple number one but assuming you're in the right room when you use it, there is nothing wrong in that. Couple number two was upset but still holding a grudge and getting a discount. Enough already.
Never ever trust a guest that all is clean and fine in a room they've been in by mistake.
Why? Have found waste in the toilet and similar items as you describe in the bed. Trash in the bins. Soap unwrapped. Towels used. Teeth brushed. Quick Shower. A little lie down ont the bed. Who knows? A lot can happen in 15 minutes.
I guess this is a good time to say always shake out any blankets and comforters that are folded up nicely like they haven't been used. Have had various personal items and things as you mention fall out of those
Personally ...
I had locks on all doors, locked until check in. Learned this the hard way when someone came in off the street, a guest held the door, and she went into an unlocked guest room and used the toilet. Man did she ever. And I always saw guests to their room. Guests could not access another room unless a checked in guest left their's open and unlocked.

seashanty said:

They didn't tell you because they were embarrassed. Let it go ... I would never ask a guest for compensation. I wish that couple number two had not spoken to couple number one but assuming you're in the right room when you use it, there is nothing wrong in that. Couple number two was upset but still holding a grudge and getting a discount. Enough already.
Never ever trust a guest that all is clean and fine in a room they've been in by mistake.
Why? Have found waste in the toilet and similar items as you describe in the bed. Trash in the bins. Soap unwrapped. Towels used. Teeth brushed. Quick Shower. A little lie down ont the bed. Who knows? A lot can happen in 15 minutes.
I guess this is a good time to say always shake out any blankets and comforters that are folded up nicely like they haven't been used. Have had various personal items and things as you mention fall out of those
Personally ...
I had locks on all doors, locked until check in. Learned this the hard way when someone came in off the street, a guest held the door, and she went into an unlocked guest room and used the toilet. Man did she ever. And I always saw guests to their room. Guests could not access another room unless a checked in guest left their's open and unlocked..

Click to expand...

seashanty said:

Personally ...
I had locks on all doors, locked until check in. Learned this the hard way when someone came in off the street, a guest held the door, and she went into an unlocked guest room and used the toilet. Man did she ever. And I always saw guests to their room. Guests could not access another room unless a checked in guest left their's open and unlocked.

Click to expand...

I found a room with toilet issues once, that was not assigned to a guest, also had guests from Alaska here using every bed in every room. THAT was the breaking point, and I keep all rooms locked if not occupied by guests.
I actually reminded myself about that story of the Alaska couple last week when I heard guests going into other rooms and rummaging around, yes rummaging. Don't trust them because they are old, some oldies can be swingers too. So don't trust any of them.

Hillbilly said:

JBloggs said:

Wow.
I would say let it go, you did what you had to do. Given the situation, you couldn't be there, and couldn't double check the room before 2nd guests moved their stuff in, and caused more waiting. Lesson learned and eat the cost of the discount.
Now here is another question - you know how we are:
How did the first couple get into the wrong room? Are all the rooms left unlocked, or were they given the wrong keys?.

Click to expand...

JB you have been here before so you know our layout. For others our layout are like small duplex cabins. So there is 2 suites per cabin. Room 1 and room 2. My mom showed them to their room (Room 2). After she checked them in they went to unload their car. When they came back they went to the wrong room. They went into room 1. Its obvious they had one thing on their minds. The problem was worked out between the 2 couples. The 2 couples talked and switched rooms. The idiots that went to the wrong room told the other couple everything was fine. That they had just arrived and did not use the room. But later confessed that they had but it was not their fault. We should of checked it all over. But this was worked out between guests and we were not aware of the mix up until 11:45 pm that night.
.

Click to expand...

Hillbilly said:

JB you have been here before so you know our layout. For others our layout are like small duplex cabins. So there is 2 suites per cabin. Room 1 and room 2. My mom showed them to their room (Room 2). After she checked them in they went to unload their car. When they came back they went to the wrong room. They went into room 1. Its obvious they had one thing on their minds. The problem was worked out between the 2 couples. The 2 couples talked and switched rooms. The idiots that went to the wrong room told the other couple everything was fine. That they had just arrived and did not use the room. But later confessed that they had but it was not their fault. jb: E M B A R R A S S E D We should of checked it all over. But this was worked out between guests and we were not aware of the mix up until 11:45 pm that night.

Click to expand...

Yes I know the layout well. Works great, most of the time.
You still aren't answering the keys question. They should only have a key to the door that works with the key. It wasn't their fault...and back to the layout, it could easily happen. Them being caught unawares didn't have time to grab their belongings and think about all that. In a split second it all came down and they have to work out what happened, pack back up, and move.
It wasn't the first couple's issue whether it was fine or not, that was management's.
You have to eat it and then get over it. Honestly, if it happened to me as a guest I would want 100% discount. Just being real here.

JBloggs said:

seashanty said:

They didn't tell you because they were embarrassed. Let it go ... I would never ask a guest for compensation. I wish that couple number two had not spoken to couple number one but assuming you're in the right room when you use it, there is nothing wrong in that. Couple number two was upset but still holding a grudge and getting a discount. Enough already.
Never ever trust a guest that all is clean and fine in a room they've been in by mistake.
Why? Have found waste in the toilet and similar items as you describe in the bed. Trash in the bins. Soap unwrapped. Towels used. Teeth brushed. Quick Shower. A little lie down ont the bed. Who knows? A lot can happen in 15 minutes.
I guess this is a good time to say always shake out any blankets and comforters that are folded up nicely like they haven't been used. Have had various personal items and things as you mention fall out of those
Personally ...
I had locks on all doors, locked until check in. Learned this the hard way when someone came in off the street, a guest held the door, and she went into an unlocked guest room and used the toilet. Man did she ever. And I always saw guests to their room. Guests could not access another room unless a checked in guest left their's open and unlocked..

Click to expand...

seashanty said:

Personally ...
I had locks on all doors, locked until check in. Learned this the hard way when someone came in off the street, a guest held the door, and she went into an unlocked guest room and used the toilet. Man did she ever. And I always saw guests to their room. Guests could not access another room unless a checked in guest left their's open and unlocked.

Click to expand...

I found a room with toilet issues once, that was not assigned to a guest, also had guests from Alaska here using every bed in every room. THAT was the breaking point, and I keep all rooms locked if not occupied by guests.
I actually reminded myself about that story of the Alaska couple last week when I heard guests going into other rooms and rummaging around, yes rummaging. Don't trust them because they are old, some oldies can be swingers too. So don't trust any of them.
.

Click to expand...

So rude. Must be a game for people ... hello, Goldlocks.
Rummaging around?! what are they looking for. jeez.

JBloggs said:

Click to expand...

I found a room with toilet issues once, that was not assigned to a guest, also had guests from Alaska here using every bed in every room. THAT was the breaking point, and I keep all rooms locked if not occupied by guests.
I actually reminded myself about that story of the Alaska couple last week when I heard guests going into other rooms and rummaging around, yes rummaging. Don't trust them because they are old, some oldies can be swingers too. So don't trust any of them.
[/quote]

JBloggs said:

Hillbilly said:

JBloggs said:

Wow.
I would say let it go, you did what you had to do. Given the situation, you couldn't be there, and couldn't double check the room before 2nd guests moved their stuff in, and caused more waiting. Lesson learned and eat the cost of the discount.
Now here is another question - you know how we are:
How did the first couple get into the wrong room? Are all the rooms left unlocked, or were they given the wrong keys?.

Click to expand...

JB you have been here before so you know our layout. For others our layout are like small duplex cabins. So there is 2 suites per cabin. Room 1 and room 2. My mom showed them to their room (Room 2). After she checked them in they went to unload their car. When they came back they went to the wrong room. They went into room 1. Its obvious they had one thing on their minds. The problem was worked out between the 2 couples. The 2 couples talked and switched rooms. The idiots that went to the wrong room told the other couple everything was fine. That they had just arrived and did not use the room. But later confessed that they had but it was not their fault. We should of checked it all over. But this was worked out between guests and we were not aware of the mix up until 11:45 pm that night.
.

Click to expand...

Hillbilly said:

JB you have been here before so you know our layout. For others our layout are like small duplex cabins. So there is 2 suites per cabin. Room 1 and room 2. My mom showed them to their room (Room 2). After she checked them in they went to unload their car. When they came back they went to the wrong room. They went into room 1. Its obvious they had one thing on their minds. The problem was worked out between the 2 couples. The 2 couples talked and switched rooms. The idiots that went to the wrong room told the other couple everything was fine. That they had just arrived and did not use the room. But later confessed that they had but it was not their fault. jb: E M B A R R A S S E D We should of checked it all over. But this was worked out between guests and we were not aware of the mix up until 11:45 pm that night.

Click to expand...

Yes I know the layout well. Works great, most of the time.
You still aren't answering the keys question. They should only have a key to the door that works with the key. It wasn't their fault...and back to the layout, it could easily happen. Them being caught unawares didn't have time to grab their belongings and think about all that. In a split second it all came down and they have to work out what happened, pack back up, and move.
It wasn't the first couple's issue whether it was fine or not, that was management's.
You have to eat it and then get over it. Honestly, if it happened to me as a guest I would want 100% discount. Just being real here.
.

Click to expand...

We had no idea the room mix up had even happened until 11:45 that night when guest number 2 told us about it. The 2 couples took it upon themselves to work it out. After reading all of your comments I'm starting to think it might actually be the 2nd couples fault. I know someone was in their room but the went ahead and decided to check into a room on there own that had already been occupied. They did not contact us to have us recheck the room. Now im getting double upset. . I would of gladly checked the room and made sure everything was ok if we had been aware of the problem. To me this fight is between the 2 couples and had nothing to do with us but now Im out $80 because of them. Guests are starting to suck the life out of this innkeeper!

JBloggs said:

Hillbilly said:

JBloggs said:

Wow.
I would say let it go, you did what you had to do. Given the situation, you couldn't be there, and couldn't double check the room before 2nd guests moved their stuff in, and caused more waiting. Lesson learned and eat the cost of the discount.
Now here is another question - you know how we are:
How did the first couple get into the wrong room? Are all the rooms left unlocked, or were they given the wrong keys?.

Click to expand...

JB you have been here before so you know our layout. For others our layout are like small duplex cabins. So there is 2 suites per cabin. Room 1 and room 2. My mom showed them to their room (Room 2). After she checked them in they went to unload their car. When they came back they went to the wrong room. They went into room 1. Its obvious they had one thing on their minds. The problem was worked out between the 2 couples. The 2 couples talked and switched rooms. The idiots that went to the wrong room told the other couple everything was fine. That they had just arrived and did not use the room. But later confessed that they had but it was not their fault. We should of checked it all over. But this was worked out between guests and we were not aware of the mix up until 11:45 pm that night.
.

Click to expand...

Hillbilly said:

JB you have been here before so you know our layout. For others our layout are like small duplex cabins. So there is 2 suites per cabin. Room 1 and room 2. My mom showed them to their room (Room 2). After she checked them in they went to unload their car. When they came back they went to the wrong room. They went into room 1. Its obvious they had one thing on their minds. The problem was worked out between the 2 couples. The 2 couples talked and switched rooms. The idiots that went to the wrong room told the other couple everything was fine. That they had just arrived and did not use the room. But later confessed that they had but it was not their fault. jb: E M B A R R A S S E D We should of checked it all over. But this was worked out between guests and we were not aware of the mix up until 11:45 pm that night.

Click to expand...

Yes I know the layout well. Works great, most of the time.
You still aren't answering the keys question. They should only have a key to the door that works with the key. It wasn't their fault...and back to the layout, it could easily happen. Them being caught unawares didn't have time to grab their belongings and think about all that. In a split second it all came down and they have to work out what happened, pack back up, and move.
It wasn't the first couple's issue whether it was fine or not, that was management's.
You have to eat it and then get over it. Honestly, if it happened to me as a guest I would want 100% discount. Just being real here.
.

Click to expand...

Hillbilly said:

JBloggs said:

Hillbilly said:

JBloggs said:

Wow.
I would say let it go, you did what you had to do. Given the situation, you couldn't be there, and couldn't double check the room before 2nd guests moved their stuff in, and caused more waiting. Lesson learned and eat the cost of the discount.
Now here is another question - you know how we are:
How did the first couple get into the wrong room? Are all the rooms left unlocked, or were they given the wrong keys?.

Click to expand...

JB you have been here before so you know our layout. For others our layout are like small duplex cabins. So there is 2 suites per cabin. Room 1 and room 2. My mom showed them to their room (Room 2). After she checked them in they went to unload their car. When they came back they went to the wrong room. They went into room 1. Its obvious they had one thing on their minds. The problem was worked out between the 2 couples. The 2 couples talked and switched rooms. The idiots that went to the wrong room told the other couple everything was fine. That they had just arrived and did not use the room. But later confessed that they had but it was not their fault. We should of checked it all over. But this was worked out between guests and we were not aware of the mix up until 11:45 pm that night.
.

Click to expand...

Hillbilly said:

JB you have been here before so you know our layout. For others our layout are like small duplex cabins. So there is 2 suites per cabin. Room 1 and room 2. My mom showed them to their room (Room 2). After she checked them in they went to unload their car. When they came back they went to the wrong room. They went into room 1. Its obvious they had one thing on their minds. The problem was worked out between the 2 couples. The 2 couples talked and switched rooms. The idiots that went to the wrong room told the other couple everything was fine. That they had just arrived and did not use the room. But later confessed that they had but it was not their fault. jb: E M B A R R A S S E D We should of checked it all over. But this was worked out between guests and we were not aware of the mix up until 11:45 pm that night.

Click to expand...

Yes I know the layout well. Works great, most of the time.
You still aren't answering the keys question. They should only have a key to the door that works with the key. It wasn't their fault...and back to the layout, it could easily happen. Them being caught unawares didn't have time to grab their belongings and think about all that. In a split second it all came down and they have to work out what happened, pack back up, and move.
It wasn't the first couple's issue whether it was fine or not, that was management's.
You have to eat it and then get over it. Honestly, if it happened to me as a guest I would want 100% discount. Just being real here.
.

Click to expand...

We had no idea the room mix up had even happened until 11:45 that night when guest number 2 told us about it. The 2 couples took it upon themselves to work it out. After reading all of your comments I'm starting to think it might actually be the 2nd couples fault. I know someone was in their room but the went ahead and decided to check into a room on there own that had already been occupied. They did not contact us to have us recheck the room. Now im getting double upset.

. I would of gladly checked the room and made sure everything was ok if we had been aware of the problem. To me this fight is between the 2 couples and had nothing to do with us but now Im out $80 because of them. Guests are starting to suck the life out of this innkeeper!
.

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You make a very good point.
Since they never told you that they rooms had been mixed up, you never had a chance to make it right.
It was their fault and they still had the nerve to complain.
And knowing this, I'm glad couple 2 said something to couple 1 - couple 1 deserved to be embarrassed.