Don Draper
Well-known member
- Joined
- Aug 10, 2008
- Messages
- 2,863
- Reaction score
- 1
Just a quick rant, I know I did the right thing but people still suck and I'm still losing sleep over it.
The very last of our winter, deep-discounted, no breakfast people were here this week. For the super low rate we required 100% pre-payment, cancellation could be made with refund up to 7 days out. This was two families. The original reservation was for one room, two nights. 2 months after the initial reservation, the woman called and requested to change their dates of stay to the following week, and add an additional room for their friends with whom they would be traveling. Fine, I sent a new email confirmation with the updated dates of stay (still 2 nights) and for the additional charge that would be placed for the second room.
Guests arrive, everything is hunky dory until the following morning when we see them packing up all their stuff. I explain that they had booked and pre-paid for two nights and that we do not do refunds on this discounted rate. I offered that since they had already paid for the second night, they were welcome to keep the touring materials we offer everyone (which we normally need back by 11 am checkout) and the keys and to come back and utilize their rooms and the Inn's facilities at their leisure throughout the day. They (seemingly happily) agreed to this. We put out the full afternoon snack/tea spread and they demolished it. They were back several times throughout the afternoon and finally returned everything and checked out at 4:30 pm.
Two days later I receive the email that they want half their money back, their visit was very awkward because we "double billed" them and as they themselves are Visa/MC merchants they "too know the appeal processes that are in place, and the outcomes of Visa's track record with buyers." Yes, I can read the veiled threat genius.
I have ALL the documentation and I know I will win the inevitable charge back, but why would they accept all that we offered that day and then try to strong arm us? We are thoroughly disgusted.
The very last of our winter, deep-discounted, no breakfast people were here this week. For the super low rate we required 100% pre-payment, cancellation could be made with refund up to 7 days out. This was two families. The original reservation was for one room, two nights. 2 months after the initial reservation, the woman called and requested to change their dates of stay to the following week, and add an additional room for their friends with whom they would be traveling. Fine, I sent a new email confirmation with the updated dates of stay (still 2 nights) and for the additional charge that would be placed for the second room.
Guests arrive, everything is hunky dory until the following morning when we see them packing up all their stuff. I explain that they had booked and pre-paid for two nights and that we do not do refunds on this discounted rate. I offered that since they had already paid for the second night, they were welcome to keep the touring materials we offer everyone (which we normally need back by 11 am checkout) and the keys and to come back and utilize their rooms and the Inn's facilities at their leisure throughout the day. They (seemingly happily) agreed to this. We put out the full afternoon snack/tea spread and they demolished it. They were back several times throughout the afternoon and finally returned everything and checked out at 4:30 pm.
Two days later I receive the email that they want half their money back, their visit was very awkward because we "double billed" them and as they themselves are Visa/MC merchants they "too know the appeal processes that are in place, and the outcomes of Visa's track record with buyers." Yes, I can read the veiled threat genius.
I have ALL the documentation and I know I will win the inevitable charge back, but why would they accept all that we offered that day and then try to strong arm us? We are thoroughly disgusted.