B&B Policies

[Momma Smurf]

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!
.

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.
.

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.
.

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.
.

I have had a few call and cancel and told me good luck charging them anymore. They both were very similar in there talking about how they had cancelled that card and it would not work even if we tried to run it. People are getting worse and worse. A hand shake no longer has value. People are becoming more and more self serving. They really don't care who they screw over! My grandfather always told me "If you do one thing in life its to keep your word." That shows what kind of a man you are!
.

Interesting twist just happened: The good sister, who the cancelling sister was coming to visit, just rang our doorbell offering to pay for the cancellation. I told her I'd rented tonight and to wait and see if I rented tomorrow. I have her phone number, and she will give me her credit card number.... so I can reimbursed the entitled sister.... grrrrr, double credit card fees now. But on the other hand, there may still be conscientious folks out there OR bad sis badgered her and made her feel guilty.
.

Isn't she supposed to be sick? People are crazy.
.

The story now is that her (local sis) daughter is sick... not sure what that has to do with not being able to visit and stay here with us.

 

[TheBeachHouse]

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!
.

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.
.

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.
.

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.
.

I have had a few call and cancel and told me good luck charging them anymore. They both were very similar in there talking about how they had cancelled that card and it would not work even if we tried to run it. People are getting worse and worse. A hand shake no longer has value. People are becoming more and more self serving. They really don't care who they screw over! My grandfather always told me "If you do one thing in life its to keep your word." That shows what kind of a man you are!
.

Interesting twist just happened: The good sister, who the cancelling sister was coming to visit, just rang our doorbell offering to pay for the cancellation. I told her I'd rented tonight and to wait and see if I rented tomorrow. I have her phone number, and she will give me her credit card number.... so I can reimbursed the entitled sister.... grrrrr, double credit card fees now. But on the other hand, there may still be conscientious folks out there OR bad sis badgered her and made her feel guilty.
.

Isn't she supposed to be sick? People are crazy.
.

The story now is that her (local sis) daughter is sick... not sure what that has to do with not being able to visit and stay here with us.
.

Ooohhhhh. You must have misunderstood - yeah, that's it....
There is always a story.

 

[Lee2014]

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!
.

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.
.

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.
.

I'm sorry to hear this is happening to you.

 

[JimBoone]

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!
.

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.
.

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.
.

People love to play games to try and beat the system and in doing so bring about changes that make the system more difficult on others. This may be the reason for some properties going to a policy of payment in full at the time of the booking.