My husband and I owned a healthclub for 12 years and a restaurant for 5. We have seen our share of cranky people. Sometimes it was really hard not to blast them but we bit our tongue and said over and over in our head the customer is always right. Well we are not taking reservations just yet but I don't know if this will work with our B&B. Every incidence is different I suppose and we wil hopefull be able to mediate any problems.