Well I have a good one I'm driving to pick up a wine tour and Chris is getting ready to leave with our guests on a wine tour when a woman calls who has both suites booked for a party of 3 Wed - Sun.
She tells Chris that she'll be arriving at 12 noon to check in, and that the party of three is now four adults and a child.
Hello, we have a policy they have to check on webervations that we only allow over 21.
She starts telling Chris she's sure he can make an exception. She's sure he has somewhere she can sit and wait for the room. She's checking in on Wed, the other couple on Thru, and her husband and daughter on Fri.
He calls me. I call her, a little more steamed than I'd like to have been.
She told Chris she was aware of the age thing, tells me she didn't notice it.
This from a Professor of English.
I told her I was sorry it appears we don't have a match, and I have some other places she can contact for her group Mind you, Dave Matthews is playing. There are no rooms to be had.
She is obviously suprised that I'm so willing to give up the reservations and backtracks. She called be back 15 minutes later and asked if her husband and daughter would not be allowed to set foot in the inn. I said no, of course they could (I'm well aware she plans to sneak them in). She tells me she'll find another room for them.
Sure. In Richmond, maybe.
So I have just returned from the tour and have found the webervations request from her which spells out that according to policy is a group of 3 over the age of 21. I told her that I was confirming that she booked 3 adults over the age of 21 and that check in is between 4 - 7 per our policy. I assured her that of course her husband and daughter are welcome in our common rooms to meet her when they come and pick her up in the library or the living room. The rooms are for registered guests only.
I also asked her to confirm receipt of the email and to let me know if she finds alternate housing so that I can put my rooms back on the market for rent.
Now, we all know she will show up with all of them including the kid saying sorry she could not find a room, and I'll have to let her in.
But at least she will know that I am aware she is going to try and sneak the kids in.
At least it's only the second time it's happened.
Riki.
You don't have to take them...they booked for 3 people, all of whom are over the age of 21. Now there are 4, one of whom is under the age of 21. If they DO show and they insist on getting in as a party of 4, charge them thru the roof for the privilege. One place in town charges $75 for children in the room with parents. Beyond the kid exception, she wants an additional exception to arrive at her convenience, which may not be convenient for you and your other guests who may need you on the wine tour. Waaaay too much sense of entitlement here is what I'm feeling.
And see what we just went thru...guest HAS to arrive at noon but doesn't show until 3. You could tell your guest she can wait in the car until you get back at 3 PM.
Most innkeepers are gracious beyond belief and when guests pull this nonsense, it does none of us good to just accept it. See, the thing with your place is that it is adults-only. If I booked there knowing that and I was disturbed by a kid running around or making a scene at breakfast, I'd be ticked.
You KNOW this guest is NEVER coming back, why risk that any other guests won't, either?
I've had to turn down bookings because guests want too much. And, yes, they are surprised you're willing to give up the money. Heck, the money isn't really worth the aggro sometimes! I can almost bet she'll argue about charging for the child as well. I've decided now that the way I'll approach that issue is to say to the parents, 'There are 3 of you (or 4 of you), the additional charge is for you, the mother (or father).'
You know, Jay has a post in the blogs to innspire section that asks the question whether the policies are there for guest's benefit or the innkeeper's. Situations like yours are why we have to have policies in the first place. And yours are designed for very good reasons...safety not the least of those reasons.
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