X Marks The Spot

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Generic's picture
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02/24/2011

Customer calls X, wants to cancel 1 of a 3 day minimum. No. Oh? Yes, it's a none or all choice. BTW, warn customer it will rebook quickly. Customer cancelled, just over 2 hours until it was rebooked.

Customer calls X wants to cancel a non-refundable rate. No. What do you mean no? I mean that's the point of non-refundable, it's non-refundable.... oh? Can I modify the reservation? No, it's non-refundable. If X wants to pay for it, you can refund him what you are willing to pay. What? X is welcome to pay me the full amount and refund the customer from your side.... no? I guess we have a better understanding of what non-refundable is.

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Flower's picture
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06/19/2011

Great !!! Some just have to learn the hard way what words mean. I think some times we are to soft on people so they will walk over us and not give a darn. But when it comes to losing money,then they will try to get out of it. I expend that . But I am not the  one to lose my income, because you don't care.

Good for you! for sticking to your way . Stay strong.

 

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Lee2014's picture
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12/11/2014

  Tell X who works for who.  cool

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Highlands John's picture
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04/16/2010

A whole host of events led to us bringing in proper, enforceable T&Cs last year and one of those is a 5 days cancellation policy because I'm fed up with people wanting to change/cancel bookings on a whim. And I'm standing firm on this.

Twice recently I've had people phone to cancel, one was for 2 rooms for 3 nights, and when I tell them that's fine but if I can't re-let the room you'll be charged they quickly change their minds.

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Momma Smurf's picture
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12/06/2010

We also have a 5 Day, you are responsible for the entire stay if we cannot re-rent policy.  Otherwise, responsible for 50% deposit within 14 days.

TheBeachHouse's picture
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06/24/2013

We actually stopped taking deposits.  We capture the card and can run it anytime, but with the on line guys promising free cancellations, we just don't bother anymore.

 

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TBH

 

Highlands John's picture
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04/16/2010

We have friends who get most of their bookings through b.c, they have a deposit and 3 day cancellation policy and they're always busy. And they've said the amount of deposits/cancellations they get goes a long way to cover their booking commissions. 

Generic's picture
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02/24/2011

The problem with completely prepaid is... some don't bother to cancel, they just don't show up. I would rather give back a little bit, if only to know I can resell and make a few extra pennies Smiling

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10/04/2015

ah but what they actually do is don't tell you and cancel their card and you get nothing - this is becoming more and more common - its why we are taking 1st night then its clear if they have the money or not and or are serious about coming or not.

Generic's picture
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02/24/2011

All my OTA reservations are now either a deposit or fully prepaid. Too many bad cards.

Momma Smurf's picture
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12/06/2010

50% Deposit or 1 Night's Stay, whatever is greater upon reservation.  Not once in 12 years, 12,000 guests have we ever had an issue.

gillumhouse's picture
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05/22/2008

It does not matter what the on line guys say - it is YOUR business and YOUR T & Cs that matter. Follow YOUR terms.

Morticia's picture
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05/22/2008

The online guys can pay for the cancellation then. You get to have a policy you like. Or close to. You may capture the card but there has been a discussion elsewhere that guests are providing the wrong CVV or the wrong date or using a card they know the property doesn't accept just to avoid any fees.

Make them work for you. Says me who doesn't get very many bookings from OTA guests.

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Arks's picture
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05/22/2010

Good for you, standing by the policies. And if you enjoy it as you do it, so much the better! Cheers

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