Alibi Ike
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- Aug 8, 2010
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We have tried calling and emailing one guest about a problem with their reservation. It's been a week. The email bounces and we get a recorded message calling. Calls are not returned.
We got a reservation yesterday with a list of allergies as long as my arm. I replied back and asked them to please let us know if these foods (listed some things we will buy IF we have to) were ok for their consumption. No reply.
Another email through bandb.com requesting a room made me think the guest is thinking that's all she has to do- email a request. She was specific as to what she wanted, said thank you for your help and that was that. 2 separate emails to her and I have heard nothing back as to whether or not she understands she needs to call us or book online to insure she has a room. That what she did was just ask if rooms were available.
Other than the first one, the guests are expecting us to do some hoop-jumping but are not responding back with any kind of info to help us. How many times do I contact them without response before I say, 'Fine, you'll eat what I serve to hell with your allergies.' And, 'Sorry, you neglected to contact us so we did not reserve you a room even though your daughter is also staying here.' (Daughter was perfectly capable of logging onto the rez system and making a rez so not sure why mother went thru contortions on bandb.com to ask me to hold a room for her.
So, how many times and in what format do you attempt to contact guests who leave you hanging with problems? Do you give them a couple of days? Do you assume your email is in their spam folder and try again? Do you call multiple times?
We got a reservation yesterday with a list of allergies as long as my arm. I replied back and asked them to please let us know if these foods (listed some things we will buy IF we have to) were ok for their consumption. No reply.
Another email through bandb.com requesting a room made me think the guest is thinking that's all she has to do- email a request. She was specific as to what she wanted, said thank you for your help and that was that. 2 separate emails to her and I have heard nothing back as to whether or not she understands she needs to call us or book online to insure she has a room. That what she did was just ask if rooms were available.
Other than the first one, the guests are expecting us to do some hoop-jumping but are not responding back with any kind of info to help us. How many times do I contact them without response before I say, 'Fine, you'll eat what I serve to hell with your allergies.' And, 'Sorry, you neglected to contact us so we did not reserve you a room even though your daughter is also staying here.' (Daughter was perfectly capable of logging onto the rez system and making a rez so not sure why mother went thru contortions on bandb.com to ask me to hold a room for her.
So, how many times and in what format do you attempt to contact guests who leave you hanging with problems? Do you give them a couple of days? Do you assume your email is in their spam folder and try again? Do you call multiple times?