tar4heel2
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- Joined
- Aug 20, 2012
- Messages
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We've been in business for 32 years. Recently, I'd say in the last 5 years, we've noticed a class of people who make a reservation, come in, you never hear from them during their stay, and then when leaving they complain about everything and demand a refund or severe adjustment. The pattern is the same; complain about things upon leaving, but never call the office to fix anything while they are there!
When this first started, we folded once and gave a refund only to hear them laughing as they got in the car. Never again. It's so hard to stay positive toward guests when you have no idea what landmine is coming from so many of them.
Are any of you seeing this and how do you deal with it? We've gone to a policy of NO REFUNDS or adjustments for anything if you did not give us a chance to fix it while you were here.
When this first started, we folded once and gave a refund only to hear them laughing as they got in the car. Never again. It's so hard to stay positive toward guests when you have no idea what landmine is coming from so many of them.
Are any of you seeing this and how do you deal with it? We've gone to a policy of NO REFUNDS or adjustments for anything if you did not give us a chance to fix it while you were here.