The Guests from Hell
Posted on: Wed, 07/01/2009 - 10:48am
Original Topic
OfflineWe've got a doozy!!! (rolls eyes) I will try to give you folks a condensed version of about 1 dozen phone calls from 7 am to 11 am this morning.
A month ago, a woman called to book an anniversary getaway for her parents.
She (as everyone who books) was explained the booking procedures and cancellation policy for her parents for their reservation. Cancellation is 15 days prior to arrival date.
Her mother calls this morning and explains they are not coming. The husband is 'sick'. The cancellation policy was explained to her and she was offered a lodging voucher. That was 'absolutely not acceptable.' They are not coming. PERIOD. We better not charge her daughter a dime!!! Very nasty about it. 5 minutes later, the daughter calls and is upset that we were rude to her mother!!! (Not true) This goes back and forth for over an hour. The daughter then calls again and says she will take the lodging voucher. I explain the parameters around the voucher and that she can use it anytime mid week or weekend and its valid for ____________ months. Now that is "not acceptable!" What kind of place is this blah blah blah blah ad nauseum. Now she doesn't want the voucher! She says to charge her and she will dispute it with her CC company. Then I explain that she will be charged $178.00. She flips out about that because that is not the price of the room on the website. I explain that room rates do not include tax.
More pissing and moaning ensues. She hangs up on me.
10 minutes later, the father calls. Now they are coming (oh look...a sudden miraculous recovery!) and they better have a F*CKING GOOD TIME! We better bend over backwards for them...blah blah blah ... gee I can hardly wait for tomorrow. Personally, I hope they don't show up. I already charged the daughter....so...this should be fun.
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Comments
Wow.
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The pages are still blank, but there is a miraculous feeling of the words being there, written in invisible ink and clamoring to become visible. -Vladimir Nabokov
All I can say is "Bless you, my child!" and bless their hearts.....
Now that they have already made up their minds that they will NOT have a good experience, you could have a res carpet for them to walk on, serve them the most delectable delicacies, and provide entertainment they would never have an opportunity to experience and they would still go home saying they did not have a nice anniversary. Just do what you normally do, smile, and write it off as one of those nights. You have my sympathy.
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Happy in my Hills
Is that spelled out in their written confirmation too? If it is, that would help defend against any chargeback dispute.
Sorry. It sounds like you are in for a doosey.
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Is that spelled out in their written confirmation too? If it is, that would help defend against any chargeback dispute.
Yes, it is.
I think any situation could be made into a positive...if you're up to the task.
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The reason a dog has so many friends is that he wags his tail instead of his tongue. ~Author Unknown
I think any situation could be made into a positive...if you're up to the task.
I have already decided to upgrade them from the room that the daughter chose to a luxury suite with a jacuzzi. With this they will get a complimentary bottle of wine and a 3 course gourmet breakfast by candlelight served on fine china and crystal in our formal dining room the next morning. That is quite a deal for a $155 room (less taxes). I hope this doesn't turn around to bite me in the butt. I think they have already decided to have a lousy time, because they are 'forced to be here against their will.'
I have already decided to upgrade them from the room that the daughter chose to a luxury suite with a jacuzzi. With this they will get a complimentary bottle of wine and a 3 course gourmet breakfast by candlelight served on fine china and crystal in our formal dining room the next morning. That is quite a deal for a $155 room (less taxes). I hope this doesn't turn around to bite me in the butt. I think they have already decided to have a lousy time, because they are 'forced to be here against their will.'
Sorry I would not do that. You are rewarding bad behavior so now they will repeat this on their next B&B.
I would however, try and kill them with kindness.
RIki
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Riki Goodell
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I have already decided to upgrade them from the room that the daughter chose to a luxury suite with a jacuzzi. With this they will get a complimentary bottle of wine and a 3 course gourmet breakfast by candlelight served on fine china and crystal in our formal dining room the next morning. That is quite a deal for a $155 room (less taxes). I hope this doesn't turn around to bite me in the butt. I think they have already decided to have a lousy time, because they are 'forced to be here against their will.'
Sorry I would not do that. You are rewarding bad behavior so now they will repeat this on their next B&B.
I would however, try and kill them with kindness.
RIki
I agree, kill them with kindness...I do that.
had a not so happy guest today, was soooo kind to them, they actually turned around and showed a nicer side
Good luck..
I am sorry, but I would NOT upgrade them. That is a blackmail pay-off. They are not going to like you no matter what you do. Give them the upgrade (and they will KNOW it was an upgrade) and they will now go home and tell everyone how to get a fancy upgrade. "Just complain and threaten and you will get wahtever you want." They are hearing the sound bite reports on the radio and TV about how to get the most for the least.
People who go some place with an I will not have a good time attitude do not have a good time - no matter what!
Just be yourself and smile twice as much as usual.
I disagree. Not all guests are "out to get us". And you don't know that they won't have a good time. But, if you treat them from the start like they are out to get you and are not going to have a good time, you'll deserve what you get.
It seems that the Innkeepers with the most guest problems are the ones that are stiff and unbending. Not speaking of anyone in particular, just a general observation.
This is an opportunity to show what you are really made of as an Innkeeper.
I was not implying in any way that HER attitude would be they are out to get her. I know that people who say when they leave the house - I am not going to have a good time tonihgt - will NOT have a good time. They will fulfill their prophesy.
SMile, smile, smile is the answer. I also like Sam's suggestion about the special secluded breakfast. That will truly isolate complaining problems for other guests in the morning.
"Not all guests are "out to get us"."
Well, these two and the daughter got off to a flyin' freakin' start in that department.
"And you don't know that they won't have a good time."
With all that has transpired already, the insults, threats, the refusal to abide by policy, etc.. I just don't see anything good coming out of it. Remember this is a cancellation that was to occur 24 hours from arrival to begin with and now looks like under very specious circumstances. What did they visit some magic healer the minute they knew some financial consequences were involved. They lied, were rude, threatening and blackmailing.
Just the kind of long term, repeat clientele I want to both reward and cultivate.
(Tim's symbol for sarcasm.)
"But, if you treat them from the start like they are out to get you and are not going to have a good time, you'll deserve what you get."
Sorry, but they WERE treated as if they'd have a good time from the START. They instigated the tension and acrimony by their actions, NOT the innkeeper who spent hours trying to smooth it over. Look where that approach got them.
I'm not a very "woo woo" or new agey kind of person, but that kind of "energy" has no place in our home, even for one night.
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Tim@HLB
Are you saying that being nice in this situation is the wrong way to go? I don't think being nice is ever the wrong way to go, especially when you already have their money and told them you would not refund it. Some of you may think differently, but excuse me for giving people the benefit of the doubt until they actually arrive and are given a chance to have a nice time.
I'm totally relaxed and having a wonderful day. Just chit chattin' with ya' all.
My opinions and internal policies on showing flexibility, patience and empathy with our guests can stand up to anyone's scrutiny, but we have our limits here.
Rewarding this kind of egregious rudeness and hostility does not fall under my definition of hospitaility. Its a give and take thing and a guest like this has to give a little in order to receive some back.
They didn't give it and frankly, one night's revenue under these circumstances isn't worth it and if it was us, wouldn't have been worth it after even the first hour of phone calls back and forth on the diplomacy front.
Way too many red flags to try and work around.
Ok
That really isn't fair or called for.
I've made my mistakes here and have had to sleep in my bed over them, but we're just talkin' and spending some time here banging ideas off the walls with each other on how to deal with stuff that comes up.
Jeez Tim, take a breath and unclench, willya?
Are you saying that being nice in this situation is the wrong way to go? I don't think being nice is ever the wrong way to go.......especially when you are being paid to do so. Some of you may think differently, but excuse me for giving people the benefit of the doubt until they actually arrive and are given the chance to have a nice time.
You certainly have a wealth of generosity. Given these guests practically jumped thru the phone and throttled the innkeeper, all THREE of them mind you, I'd say they have already shown they are rude and belligerent. There's no benefit of the doubt to be given here. That went out with the lies (about the sickness, altho maybe we could just chalk that up to a 'polite mistruth'); the threats (you've already said you don't get guests like this so you really don't know what it's like to be screamed at and sworn at on the phone by an irate guest) and then the swearing and implied threats from the father.
You could be the world's best innkeeper but it doesn't sound like you've really had any trials by fire.
Tim has had those guests, I've had those guests, some of the sweetest people on here have had those guests. We're offering an opinion to Farmer's Daughter from a wealth of experience. And I don't think anyone implied they should be treated less than any other guest.
In my two decades in this business, I've had plenty of irate guests, and threats and swearing. My trials by fire came before I opened my own Inn six years ago. Believe me, I appreciate the guests I get now all the more as a consequence of those experiences.
All I did was say that I would be nice and give them the benefit of the doubt. They could end up having a nice time and being great guests...just focus on the positive and not the negative...that's all I said. Sorry if anyone took it any other way than that or disagrees with the premise. Am I too laid back? Maybe...probably...
Jeez Tim, take a breath and unclench, willya?
Are you saying that being nice in this situation is the wrong way to go? I don't think being nice is ever the wrong way to go.......especially when you are being paid to do so. Some of you may think differently, but excuse me for giving people the benefit of the doubt until they actually arrive and are given the chance to have a nice time.
Oooh I am waiting for when you get your first one that comes in ready for a fight....and trashes your room...and then pulls a chargeback.....
Riki
Oooohhh...been there, done that in my former hotel life. I'm no newbie, I'm going into my seventh summer here at the Inn and had 18 years before that in the hotel business and LIVING at that hotel. I simply stated that I would be nice and give the people the benefit of the doubt, at least until they arrive.
I have no doubt that most Innkeepers on this forum are sweet and wonderful people; it's easy to tell by their posts and in the way they talk about their guests.
"especially when you are being paid to do so."
At last check, these folks have threatened NOT to pay. That's one of the major cruxes of the issue.
They tried a last minute cancellation with what looks like a bogus reason, found out they'd have financial consequences, ran a tagteam of insults, threats, etc. and abused the living crap out of mountaininnkeeper for several hours and if this was to happen to any of us, we should "kill 'em with kindness"?
I enjoy our exchanges so much and really do have a lot of respect for you so I'm going to take a step back, bow out of any more responses to you on this topic and go have a smoke.
I don't think I heard anyone say don't be nice. They are saying and I agree- do not reward bad behavior. It is reinforcing them to continue to act bad to get even more. That doesn't mean one need be inflexible either.
We have 99.9% amazing guests, but every so often we find ourselves having to gently steer them away from a bad behavior. "How nice that you will leave us a great review- even though you are choosing to depart early to find sunny weather and giving up your last paid night. Most of our guests don't go there, but it has happened and being firm about the policy and offering them a choice to resolve (if that is possible) gives you the means to respond honestly later. In the end, the integrity you display and the faith you show in your own policies can mitigate a guests complaint if they figure out they are being unreasonable.
Guests are never wrong, but they are occasionally mistaken.
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Aloha
Guests are never wrong, but they are occasionally mistaken.
I totally disagree. Sometimes Guests are wrong, overdemanding and just plain A_holes! That's why we have policies: to protect ourselves. All guests do deserve respect and courtesy but there's nothing in the rules about making yourself a door mat.
Whoa pardna! The ropin` event is next week!
Forgive me for being overly cryptic. This was totally in the cheek and you may have pulled this out of context. I think I agree with you. I was merely saying that we know guests are wrong but that a certain amount of tact in getting what you want from a guest can leave them unsuspecting that they were wrong.
A door mat! Please -that is kind of inflamatory. If you look through my postings, you will see that I almost always support innkeepers keeping their inn and not their guests. You'll find very little hand wringing about enforcing our policies and very limited areas of compromise on our rates etc.
Forgive me for being overly cryptic. This was totally in the cheek and you may have pulled this out of context.
Then please use your smileys to reflect that. We can see neither your tongue nor your cheek.
No thank you. I have better things to do than to read through all the postings on this forum, separate yours out and then guess when you're being witty or not. It would be easier if you used the smileys.
And if ANYONE, not just an innkeeper, allows someone to walk all over them, then they are a doormat. Nothing inflammatory about that. It's a plain and simple fact.
p.s. "Whoa pardna! The ropin' event is next week"??? Please don't stereotype. Not everyone in Texas rides horses or owns cows etc.
I don't think any of the posters meant it that way
This is a great oportunity to make these guests see the good in what their daughter tried to do for them. I can just imagine how that went at the house when the couple was told that they were to have a great time away at a bnb and so on. The old people didn't want their daughter to spend the money and said they'd cancel. I bet the daughter was very upset. Maybe a note to the daughter might be a good idea too?
(Ok, I wonder if I should have waited until I came to the end of the thread to see how it went)
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I think any situation could be made into a positive...if you're up to the task.
I have already decided to upgrade them from the room that the daughter chose to a luxury suite with a jacuzzi. With this they will get a complimentary bottle of wine and a 3 course gourmet breakfast by candlelight served on fine china and crystal in our formal dining room the next morning. That is quite a deal for a $155 room (less taxes). I hope this doesn't turn around to bite me in the butt. I think they have already decided to have a lousy time, because they are 'forced to be here against their will.'
This is not the road I would take. You have taken enough abuse from them, do not reward that abuse. Give them what they paid for but do not let them think the way to get more is to be belligerent. Like that Tim_Toad fellow says all the time, you're training them to treat the rest of us poorly.
I would kill them with kindness, but I would re-think the upgrade. That is definitely rewarding bad behavior, imvvho. If you give a complimentary bottle of wine for an anniversary as a standard, that is a different story. Please don't let these belligerant, nasty people get a better deal for treating you poorly. I think that it might set up an expectation for the future that they can act like jerks to get more than what they (or whomever) paid for.
Show them a great experience for their anniversary just like you would anyone else and be done with it. Just my 2 cents....
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may the innkeeping force be with you! please let us know how things turn out tomorrow.
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Life is short...eat cookies!
little blue ~ please offer suggestions to the farmers daughter of how to turn this around.
What a story! Well you can already tell the class of these people by their blatant display on the phone - did the father really say that? Discusting.
Even so, I would greet them with kindness as you normally do. If they behave maybe even treat them with a little something extra for their anniversary. (That may just make them feel more of a heel for sounding off at you.)
I hope your weekend goes without any fireworks display under your roof..
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Sorry, but I'm gonna break company with everybody here.
Call them back immediately, tell them the pipes broke and the house is full of water, refund their money, do whatever it takes but you cannot reward that kind of insolence and rudeness.
I don't care if they show up with their hats in their hands and full of apologies, we deserve more respect than they afforded, period.
Sorry, but I'm gonna break company with everybody here.
Call them back immediately, tell them the pipes broke and the house is full of water, refund their money, do whatever it takes but you cannot reward that kind of insolence and rudeness.
I don't care if they show up with their hats in their hands and full of apologies, we deserve more respect than they afforded, period.
I appreciate your opinion on this. I am inclined to agree with you. I posted my opinion to senior management and found SM was disinclined to agree with me. In other words, I will be riding this storm out.
You just brought up a very important issue for those of us working with our spouses at this. Do your utmost to not let this become an issue between you two. If it does, then this kind of guest gets off scot-free for acting the way they did and all that energy drain is on you both. That type of person thrives on that. Its like they can't breath because the air around them is so polluted and you just handed them the oxygen tank.
My much better half has had decades more direct customer service experience than I have. In her current outside the BB job, she routinely deals with extraordinarily demanding, rude and inconsiderate people, so is light years more adept at the tightrope walking than I am.
One of our problems is that I'm the one here most of the time and the employment picture for both of our skillsets in our area is much more fruitful and higher paying for her than me so its been tough to try and switch places.
When she ends her day and is finally home for the evening exhausted, dealing with some late check in, guest behavior issue, etc. is my arena and like I said 99% of the time is handled very well.
Anyone who was to go read any of our guest comment books, online reviews, etc. would see that we make a really complimentary team and we each receive equal praise from our guests, so something is working.
I try to mimic her approach at times, but it can come off clumsy or phony because as most here would agree I'm a pretty direct and blunt personality type, so I'm trying to learn from her and practice as much patience with people as possible.
99% of the time it works fine even in my own style, but that darn 1% of the troublesome people like you've encountered today make it really tough.
You just brought up a very important issue for those of us working with our spouses at this. Do your utmost to not let this become an issue between you two. If it does, then this kind of guest gets off scot-free for acting the way they did and all that energy drain is on you both.
I try to mimic her approach at times, but it can come off clumsy or phony because as most here would agree I'm a pretty direct and blunt personality type, so I'm trying to learn from her and practice as much patience with people as possible.
This is why hubs and I get on like a house afire. I'm the blunt one and he's the nice one. We make a great 'good cop, bad cop' team and it's a manifestation I've seen over and over with all of our innkeeping friends.
You have to be yourself because it's the only person you can be. (BTW, I meant that nicely.
)
What a story! Well you can already tell the class of these people by their blatant display on the phone - did the father really say that?
Yes and more. His daughter is the same way. It seems that the apple doesn't fall far from the tree.
The best way to handle someone who has decided they hate you already is to turn on the charm and forget any of the previous conversation ever happened. Greet them as you would complete strangers but make sure your spine is straight, your handshake is firm and you look them right in the eye. If shaking hands is not something you usually do, do it this time. You must make contact with them in an assertive way.
If your regular checkin involves signing any paperwork, make sure that is done as they may be vindictive and you want a signature. Not that you will be able to collect if they do damage as they are already threatening to call the credit card company and do a chargeback. But, you must be prepared that they will still do this. So get your signatures showing they agree to your policies and to prove they were there.
Be firm and always take the high road. No matter what sort of behavior they exhibit, take the high road even if you are tossing them and their bags into the yard!
The best way to handle someone who has decided they hate you already is to turn on the charm and forget any of the previous conversation ever happened. Greet them as you would complete strangers but make sure your spine is straight, your handshake is firm and you look them right in the eye. If shaking hands is not something you usually do, do it this time. You must make contact with them in an assertive way.
If your regular checkin involves signing any paperwork, make sure that is done as they may be vindictive and you want a signature. Not that you will be able to collect if they do damage as they are already threatening to call the credit card company and do a chargeback. But, you must be prepared that they will still do this. So get your signatures showing they agree to your policies and to prove they were there.
Be firm and always take the high road. No matter what sort of behavior they exhibit, take the high road even if you are tossing them and their bags into the yard!
See, I was thinking to avoid the signatures. That way I can claim them as a no show if it came to that....what is your opinion on that?
The best way to handle someone who has decided they hate you already is to turn on the charm and forget any of the previous conversation ever happened. Greet them as you would complete strangers but make sure your spine is straight, your handshake is firm and you look them right in the eye. If shaking hands is not something you usually do, do it this time. You must make contact with them in an assertive way.
If your regular checkin involves signing any paperwork, make sure that is done as they may be vindictive and you want a signature. Not that you will be able to collect if they do damage as they are already threatening to call the credit card company and do a chargeback. But, you must be prepared that they will still do this. So get your signatures showing they agree to your policies and to prove they were there.
Be firm and always take the high road. No matter what sort of behavior they exhibit, take the high road even if you are tossing them and their bags into the yard!
See, I was thinking to avoid the signatures. That way I can claim them as a no show if it came to that....what is your opinion on that?
Claim them as a no show even if they did show?
Oh my goodness no! Get on the high road and stay there.
All I can say is that sugah will melt in your mouth when you greet these folks...bless their hearts!
Best of luck!
I wouldn't upgrade them myself. They are unhappy about coming there for whatever reason, and rude to you on the phone!
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Inside me lives a skinny woman crying to get out...but i can usually shut the b**ch up with cookies!
Yes, but we are in the hospitality business...and a truly professional Innkeeper can handle rude guests without responding in kind.
Wikipedia's definition of "hospitality" (emphasis mine):
Hospitality refers to the relationship process between a guest and a host, and it also refers to the act or practice of being hospitable, that is, the reception and entertainment of guests, visitors, or strangers, with liberality and goodwill. Hospitality is also known as the act of generously providing care and kindness to whoever is in need.
Two things: Kill 'em with kindness
and
You can attract more bees with honey than with vinegar.
I do whatever I have to do during the day so that I can lie down at night and did the right thing. I can look at myself in the mirror and know that I didn't stoop to their level. I take the high road and if people don't follow me to the high road or choose to take the low road, it wasn't ME. Let them suck on the lemons. You be your wonderful self and in the end, you'll probably feel better about it and yourself.
This, too, shall pass
well said penelope...I was typing just about the same thing below, but didn't read yours until I posted.
well said penelope...I was typing just about the same thing below, but didn't read yours until I posted.
Great minds and all that!
I am a firm believer in kill them with kindness - but not with giving away the store to reward people who are jerks.
I am not suggesting for one moment that the conversations of today should be remembered to "fuel the fire" tomorrow, but I do not believe one thing that would not have been done for ANY anniversary couple should be done. Anything more will be met with a self-satisfied smirk that "They made you kiss their butt" because of what they said.
Smile, be pleasant, and treat them as any guest would be who chose to stay with you.
I agree with Moosetrax and Samster and Cooperhead. Before they arrive, remember that they are coming for their anniversary, and focus on the positive and not the negative circumstances...you get what you expect to get...if you're uptight and stand with fists clenched at the door, you're gonna get a fistfight.
Greet them personally and warmly at the door, and by all means acknowledge the circumstances. You cannot pretend that it never happened. Explain to them about the upgrade, if that's what you choose to do, and make sure they know that you appreciate the fact that their daughter chose your place for their special occasion and that you are making an attempt to smooth things over and to ensure that they have the best possible time for their anniversary. The extras are a very nice touch, and for the cost, well worth it. If you have some flowers you can pluck out of the garden and put in a little vase, all the better.
MANY MANY positive experiences have come out of negative beginnings. Kill them with kindness and give them an anniversary they'll never forget. Regardless of how the whole thing turns out, you'll know that you did all you could to make their stay spectacular. If they can unclench enough to enjoy it, all the better! If they don't, it won't be because you didn't do everything possible. After all, you have the money, you have to hold up your end of the bargain, right?
You never know...do it right and they (and/or their daughter) may turn out to be great repeat guests.
I agree that you have to kill them with kindness! I'm not sure I would do the upgrade, but that's totally your call. I probably would give them the secluded breakfast just in case they still have an attitude the next morning and you don't want it to ruin breakfast for your other guests.
Good luck, and we'll all be dying to know how it goes!!!
I agree that you have to kill them with kindness! I'm not sure I would do the upgrade, but that's totally your call. I probably would give them the secluded breakfast just in case they still have an attitude the next morning and you don't want it to ruin breakfast for your other guests.
Good luck, and we'll all be dying to know how it goes!!!
Hey that is a super idea. Tell them they will have the "anniversary breakfast" in bed, on the deck whatever. I'd rather work getting coffe stains out of the sheets than have them poison the others' breakfast.
RIki