Madeleine
Well-known member
- Joined
- Sep 29, 2011
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Read the little sidebar article a few weeks ago about ideas for handling no shows and cancellations. Upshot is to listen to the guest and try to work something out that benefits all. Thought it was ok advice but maybe not from someone who has had guests screaming at them.
Opportunity to try it out today. Had a multi-night no show this weekend. I weighed the options- call and verify the guest remembers, verify they booked the correct dates, verify they didn't have an accident en route. Or, just charge them and open the rooms up.
I don't usually call as I believe we're all adults here. But I didn't want to open the room if the guest had made a mistake in the date and was all happy to be arriving today.
Called anyway. Was treated to a sob story about how they were sure they DID cancel because they know they canceled the moose safari. Whole story about the troubles they've seen. When I explained they had made a deposit and that they were on the hook for the next 2 nights things got serious. 'I want to speak to a manager.'
Hmmm. The 'manager' who's cooking breakfast right now or the 'manager' who's on the phone with you already?
Guest didn't know they had paid a deposit. (Does NO ONE read anything?) Booked online. Policies box checked. Email sent showing deposit taken. No refund.
But I still had to listen to the story. And have the guilt piled on.
Could not take the step advised in the blog post of offering that money as a voucher for a future stay.
Opportunity to try it out today. Had a multi-night no show this weekend. I weighed the options- call and verify the guest remembers, verify they booked the correct dates, verify they didn't have an accident en route. Or, just charge them and open the rooms up.
I don't usually call as I believe we're all adults here. But I didn't want to open the room if the guest had made a mistake in the date and was all happy to be arriving today.
Called anyway. Was treated to a sob story about how they were sure they DID cancel because they know they canceled the moose safari. Whole story about the troubles they've seen. When I explained they had made a deposit and that they were on the hook for the next 2 nights things got serious. 'I want to speak to a manager.'
Hmmm. The 'manager' who's cooking breakfast right now or the 'manager' who's on the phone with you already?
Guest didn't know they had paid a deposit. (Does NO ONE read anything?) Booked online. Policies box checked. Email sent showing deposit taken. No refund.
But I still had to listen to the story. And have the guilt piled on.
Could not take the step advised in the blog post of offering that money as a voucher for a future stay.