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I can't believe this; we must have had that exact same guest! We had a guest RAGE upon checkout about "bug infested cabin" that had two wasps. They called and we came right out and got rid of them. But the customer wrote a scathing TA review about "Bug infested cabin" and demanded refunds...

This is the exact same thing I have, and even with only 3G networks it's pretty quick. 4G is real fast. Bandwidth is expensive, but when your internet is down, it's a great failsafe.

Is it your business internet access or your web site hosting? Two different scenarios. If it's your internet access, we on the board can help with more info; in a metro area? Remote? There are so many choices for internet access these days. I use Comcast for internet, and was experiencing...

Interesting topic; we are going through this right now. We have had a cancelation and a no-show in the last few months. We gave no refunds, and just like you, the guest filed a chargeback. The first chargeback is default awarded. If the merchant appeals and wins, the chargeback is returned to...

I don't mean to make it sound that way, they are not... I just think you have to try to reduce losses by sticking to clearly delineated refund and charge policies and then enforcing them to a greater extent. I LOVE guests, but I hate losing money because I find it hard to say no. Sorry, I...

Amen! Can't argue with that! :-)

I don't pretend to know your market and competitive situation, but (and I say this with all due respect), I respectfully submit that you are in denial. NONE of your competitors take a deposit or first night's charge at all? Even the flags (if you have any)? Wow.... That's really...

Great idea!

Yep, absolutely! I think you've been very lucky so far... I love what I do too, but I'm getting very impatient with people who want me to pay for their problems. And I'm seeing more and more of the "refund trollers". More power to you if it works for you, but again, I respectfully suggest...

Yes, we're in a high occupancy area for summer only. The rest of the time guests have choices. It's all in how you go about it. State your policy from the beginning. And make it an integral part of your ON-LINE reservation policy. Meaning, that before they click on "send" they have to check...

I understand your sentiment, but not securing the payment for your services is just not good business. I respectfully submit that losing 2 or 3 nights revenue is a bit more than "...ruffling our feathers". Yes, you run a business, NOT a flop-house. Before we changed our view on this we did...

We've been in business for 32 years. Recently, I'd say in the last 5 years, we've noticed a class of people who make a reservation, come in, you never hear from them during their stay, and then when leaving they complain about everything and demand a refund or severe adjustment. The pattern is...

You charge the final amount no less than two weeks before they arrive. How is this even a discussion? You get the final amount long before they arrive. Then, they can leave when they want and you don't have to worry about it, except for fighting the charge-back. But if you've documented your...

They had a fight and went home screaming at each other.

Why are we even discussing this? WHY would you give a refund (or voucher) to guests who either no-show or cancel at the last minute? You can't run a business giving away rooms! Establish you policies, publish them on your website, on the confirmation, make them acknowledge they've read it on...

I did that on the first review, but when I wrote a response to the second, bogus review, TA refused the response because I was calling attention to the fact it was bogus. GOD how I hate them.

Ditto. How many stars did you get in your review? You might respond and state what you posted here (worded a little differently of course), and forget it. Not worth agonizing over.

Trip Advisor is the worst thing to happen to the lodging industry. It is utterly impossible to speak to a human being, they are dictatorial and inflexible in the extreme. To wit: We recently had the guest from hell. She stood in our lobby and threw up (verbally) all over the place, going on...

I'm dumbfounded to read how many people don't take deposits or first one or two nights. We have a two-night minimum, 3 nights on weekend holidays, take 50% up front and the balance 30 days out. Cancel prior to 30 days before arrival and you are charged a 15% penalty against the entire...

I think your check-out policy is a little stiff... Door access deactivates at 11am? wow... If it were me I'd move check-in to around 4pm and give folks a 30 minute buffer to be out by 11. Your cleaning staff is rushed, something you should never do to them.