OnTheShore
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- Aug 28, 2011
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Not to jump in the middle, but do you have a concrete suggestion?Whoa Nelly! So if your long list doesn't result in a solution, do you just throw in the towel, blame the guests, and do it all over again?My guess is that there is a lot more you could do, but if you are determining that there is nothing more you can do, that's up to you.My online system has the same info. First line in the confirmation encourages the guest to check the dates. On the phone I say to expect the email that evening and to call if not received.I'm not being argumentative here but we have also had guests who made their own online reservations claim that we changed the dates when they either showed up days late or a week early.One thing that came to mind in reading this is that this is why we really try to find ways for our guests to book on line without us. They get an instant confirmation of what they did and there is no way for them to even suggest the inn keeper changed the date. They have to agree to our policies and we instantly confirm they have.They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.I am finding that we must double and triple check our plans these days when we travel. That is especially true when we are really busy and then traveling immediately after. We have tried a small amount of winging it with everything on the phone, but mostly I still print out stuff and make a folder to bring with us.
There have been a few cases where having the confirmation or receipt has saved the day. Lost car and hotel reservations, airline tickets that got canceled mid-trip, baggage that doesn't make it. Fortunately, not all those things at once, but it does happen. Strangely, I do not recall this happening with one of our guests. I wonder if our email 3 days prior helps..
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
.Of course they didn't think they needed to call you to correct the error. Just show up a day early and think all can be pushed up?Madeleine said:They were sent a reminder email 5 days ago. They were sent a confirmation of their dinner reservation for the day they aren't going to be here.
They made these plans and now insist they didn't.
They had the confirmation in hand when they called. It's still our fault. We changed the date on them. Sigh.
I sure hope you charged them. They are adults, they were able to read when they made the reservation & added the extras. It is not your fault they chose NOT to read the confirmation.
As Arks said, HE paid $200 for his mistake! The airlines are not going to take a loss and neither should you.
I sure hope that blogger finds this thread and writes about this Bob & Emily problem. If you do blogger, please make sure you remind the guest to READ their confirmation & CALL if it doesn't match what you THINK you booked.
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If innkeepers aren't following a set of firm and consistent basic guidelines, they are bringing unnecessary grief into their world.
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It's a matter of taking responsibility which fewer guests seem to do.
In 10 years I think maybe 5 guests have called to say they got the date wrong, very sorry, is there any chance we have a room open for the correct date.
All the others either showed up on the wrong day or claimed ignorance when we called after them not showing up.
.I can't see how they can do that, you send a confirmation, if the date is wrong it's their responsibility to get it corrected. I always tell people that we send a confirmation and if they've not receivd it in 24 hour they must let me know, online booking system says the same thing. That covers me for people claiming they never got the confirmation.Madeleine said:I'm not being argumentative here but we have also had guests who made their own online reservations claim that we changed the dates when they either showed up days late or a week early.
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There's not much else I can do. They get multiple points of contact from us with all their details.
My guess is that guests coming from a couple of hours away just aren't as careful about the date. Altho this couple was from out of the country so that I don't get at all. They had all their other reservations made correctly, so they told me.
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.Other than personally talking to them? Sending them the confirmation? Resending a welcome email a few days before? Sending the dinner confirmation with the restaurant phone number and maitre d's name? Sending a taxi to the train to greet them? Never leaving the house so I can be here when confused people show up?happykeeper said:My guess is that there is a lot more you could do, but if you are determining that there is nothing more you can do, that's up to you.
Should I harass them on their vacation by calling them? Texting them asking when they will be arriving? Calling after I send the confirmation to make sure they got it? Demanding they reply back to say that it is perfectly clear to them what they got themselves into by booking here?
Give me a break already.
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It seems to me that at some point, the onus IS on the guests.