Don Draper
Well-known member
- Joined
- Aug 10, 2008
- Messages
- 2,863
- Reaction score
- 1
Gal who has been booked for next weekend since March called this morning to "change" her reservation. I explained that our cancellation policy is 14 days, so since she is only giving us 8 days notice she will lose her deposit unless we are able to re-book the room. I also told her there's a good chance we WILL re-book it, given that it's a weekend.
She asks "But can't I just change it to a different date, in September?" Yes, you can make a reservation for September today if you like, but it will require a new deposit. If we are able to re-book your room for next weekend I can also apply that deposit to a future stay if you like, but I won't know until next weekend if we've resold it or not. "Well, I guess if we are going to lose the money anyway I will just cancel it, but I don't understand why we can't just move it."
*sigh* That weekend has been sold out for over a month, we've been turning folks away for that weekend because we were all booked. That is why we have a 14 day cancellation policy...I guess in her mind she wasn't cancelling, she was "moving" the reservation.
Is there something I could have said that would have explained it better? She still sounded confused when I hung up. Bottom line, we probably will re-book it, but now I doubt she will move the reservation. I wish people would read their confirmations!
She asks "But can't I just change it to a different date, in September?" Yes, you can make a reservation for September today if you like, but it will require a new deposit. If we are able to re-book your room for next weekend I can also apply that deposit to a future stay if you like, but I won't know until next weekend if we've resold it or not. "Well, I guess if we are going to lose the money anyway I will just cancel it, but I don't understand why we can't just move it."
*sigh* That weekend has been sold out for over a month, we've been turning folks away for that weekend because we were all booked. That is why we have a 14 day cancellation policy...I guess in her mind she wasn't cancelling, she was "moving" the reservation.
Is there something I could have said that would have explained it better? She still sounded confused when I hung up. Bottom line, we probably will re-book it, but now I doubt she will move the reservation. I wish people would read their confirmations!