Breakfast Diva
Well-known member
- Joined
- May 27, 2009
- Messages
- 5,911
- Reaction score
- 29
A week ago I took a phone reservation where the daughter was making the reservation for 2 rooms for 2 nights (only because we have a 2 night minimum). 1 room for she and her husband, and the other room for her parents. By the way, she phoned first time, we discussed our 2 night minimum, she hung up, called her parents, then called back to make the reservation. She was using her credit card (we take a 1 night deposit when making the reservations), so I did both rooms on her credit card and made the Reservation Key system do both rooms at once with her info. I charged her card the deposit which was both rooms, but one charge.
On the phone after taking all her info, I asked if she had read our cancellation policy on our website. She said no, so I told her what it was and then told her if they cancelled at least 10 days in advance, we would charge a $25 cancellation fee per each room. Of course she probably wasn't listening, but she grunted that she understood.
Yesterday, she called and left a message that she had to cancel both rooms. I called and left a message on her voice mail that I was sorry she wasn't going to be able to stay with us, that I would refund her deposit minus the $25 cancellation fee for each room.
Today, I get this e-mail from her: I noticed on your website under policies it says that the charge is $25 per reservation and not per room. I think $50 to cancel is a little steep, especially considering that I cancelled 8 weeks from the reservation, and also it is a weekend you will certainly be booked. Also, it does seem your are charging me in a manner different from what the website suggests is the policy.
So, now I have to address this issue. First, our policy on our website does not say "per reservation", it's more nebulous than that. Here is what it reads: "Cancellations require ten days notice prior to arrival, or deposit will be forfeited and you will be charged for the entire length of your reservation. A $25 cancellation fee applies to all cancellations with a 10 or more day notice. Early departures WILL be charged for the reserved time period. Because last minute cancellations greatly affect us, our cancellation policy is strictly enforced."
So, my question to you all is, even though I specifically addressed the cancellation policy on the phone, should I back down? I'm still reeling from the last TA review which was bad because I made the horrible mistake of overbooking a room and I'm afraid another bad review (no matter the reason) would be very harming to us. Or should I do what's "right" and stick to my policy. I'm usually hardnosed about sticking to our policy, but I need a little help with this one!
On the phone after taking all her info, I asked if she had read our cancellation policy on our website. She said no, so I told her what it was and then told her if they cancelled at least 10 days in advance, we would charge a $25 cancellation fee per each room. Of course she probably wasn't listening, but she grunted that she understood.
Yesterday, she called and left a message that she had to cancel both rooms. I called and left a message on her voice mail that I was sorry she wasn't going to be able to stay with us, that I would refund her deposit minus the $25 cancellation fee for each room.
Today, I get this e-mail from her: I noticed on your website under policies it says that the charge is $25 per reservation and not per room. I think $50 to cancel is a little steep, especially considering that I cancelled 8 weeks from the reservation, and also it is a weekend you will certainly be booked. Also, it does seem your are charging me in a manner different from what the website suggests is the policy.
So, now I have to address this issue. First, our policy on our website does not say "per reservation", it's more nebulous than that. Here is what it reads: "Cancellations require ten days notice prior to arrival, or deposit will be forfeited and you will be charged for the entire length of your reservation. A $25 cancellation fee applies to all cancellations with a 10 or more day notice. Early departures WILL be charged for the reserved time period. Because last minute cancellations greatly affect us, our cancellation policy is strictly enforced."
So, my question to you all is, even though I specifically addressed the cancellation policy on the phone, should I back down? I'm still reeling from the last TA review which was bad because I made the horrible mistake of overbooking a room and I'm afraid another bad review (no matter the reason) would be very harming to us. Or should I do what's "right" and stick to my policy. I'm usually hardnosed about sticking to our policy, but I need a little help with this one!