Silverspoon
Well-known member
- Joined
- Oct 16, 2011
- Messages
- 2,182
- Reaction score
- 48
This is a bit of venting....I have to let off some steam and I know that YOU all will understand. AndAs you may know, we lost power for a night and part of yesterday due to the hurricane. Our Com cast land-line telephone service did not work after the first few hours with no power so all messages were picked up by the Com cast server, remotely, rather than by our answering machine. This morning I finally got around to checking those messages only to find that our 5-night, single woman was planning to arrive with her 12 year old daughter in tow. We are clear in our policies that we do not take children and I specifically asked when taking the reservation if she was coming alone. The addition of the child is a total surprise.
I delivered the bad news to her via her cell phone as she was in the car headed our way planning to stop at a friends house in the area. She was incredulous that we would not take her daughter. Now mind you, Mom is scheduled to be at a conference from 9-12 every day...she was planning to leave the child here, unattended. Still she could not believe that we would turn her away. I'm standing my ground.
She asked me for suggestions on what in the world she was supposed to do....I suggested she leave the child with her friends but once I hung up I really began to dread ever seeing her. I know she would be a miserable guests after this fiasco. So I checked a local inn that is family friendly and found that they have a vacancy in a suite for the same dates she has booked with us. I have spoken to her and e-mailed the info to her in the hopes that she will book the other inn. At this point, I have indicated that she can either keep her reservation, alone, here with us or she can cancel and I will try to rebook, refunding accordingly. We took a 50% deposit for the 5 nights so I am not anxious to refund unless we can recoup our 5-room-night $$$. On the other hand, I really don't want a nasty review and I am not anxious to have her stay after all this tension.
What do you think? Should I buy her off, give her back her deposit and take the hit? Or stand my ground and risk a nasty review?
I delivered the bad news to her via her cell phone as she was in the car headed our way planning to stop at a friends house in the area. She was incredulous that we would not take her daughter. Now mind you, Mom is scheduled to be at a conference from 9-12 every day...she was planning to leave the child here, unattended. Still she could not believe that we would turn her away. I'm standing my ground.
She asked me for suggestions on what in the world she was supposed to do....I suggested she leave the child with her friends but once I hung up I really began to dread ever seeing her. I know she would be a miserable guests after this fiasco. So I checked a local inn that is family friendly and found that they have a vacancy in a suite for the same dates she has booked with us. I have spoken to her and e-mailed the info to her in the hopes that she will book the other inn. At this point, I have indicated that she can either keep her reservation, alone, here with us or she can cancel and I will try to rebook, refunding accordingly. We took a 50% deposit for the 5 nights so I am not anxious to refund unless we can recoup our 5-room-night $$$. On the other hand, I really don't want a nasty review and I am not anxious to have her stay after all this tension.
What do you think? Should I buy her off, give her back her deposit and take the hit? Or stand my ground and risk a nasty review?