Maybe it shouldn't, but when they approach me in this manner it makes all the difference in the world to me. I'd have discounted too.I had a chap like that what a poppet called him to ask when he was arriving as wanted to pop to the shops no answer till about 8pm said he was terribly sorry but he had food poisoning and wasn't going to be able to make it. I explained that I would have to charge him but would do a small discount as wouldn't have to chamber maid the room or breakfast. He said and I quote "you should charge in full as you have a business to run"!!!! still did him a discount but its nice to hear that someone gets it!!!!I just received a phone call from the dog people. The threats were flying! Says to DH, "You're messing with the wrong people, pal". DH starts to get upset, so I take the phone. Very calmly I tell him that since they were not able to compromise, that he can dispute it with his credit card company, but we weren't going to do this over the phone. In a threatening tone, he says it's illegal to charge their credit card without their permission like he's going to sue us and also threatens bad reviews.
The bumpy road just got full of potholes. We're going to hang on tight!.
Whatever buddy, it ain't your first rodeo. Good for you for remaining professional and cool headed. Do it all dispassionately in writing. I'm super glad you charged the whole thing, because they would have given you this much grief just for the deposit too. Sounds like big time losers all the way around.
How's this for the exact opposite of your situation? Last weekend had a couple booked for 3 nights, had to cancel just before arrival because their dog was diagnosed with cancer. Not a word about cost, sorry to have to cancel at the last minute, hope to rebook. We ended up re-selling two of the three nights so I was able to refund him partially, but before I could even email to tell him that he rebooked today, for 4 nights next month, in a larger room, leaving a second deposit because he just assumed the first one was lost. So HE got a discount.
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I agree. And I know One Day is shaking his head confused as all get out right now. I told someone the other day, we had a cancellation for our suite and upgraded some other guests. The cancellation called and was apologetic for the last minute cancellation, he did not DEMAND he not pay for the room, since his m-i-l was in her last hours. It was totally how he approached it, which was 100% truthful, and I did not charge him a penny. and I hope to see them another time...Don Draper said:Maybe it shouldn't, but when they approach me in this manner it makes all the difference in the world to me. I'd have discounted too.
OTOH I had this same weekend a couple call to cancel - legit reason he had to work last minute on Friday. They held me on the phone as he yelled in the background "You TELL them..." and they bantered back and forth within my earshot, I was not pleased. Amazingly enough, given they would forfeit their deposit - they made it work, they got here at 8pm and it all worked out.
Two rooms same weekend - two different innkeeper responses from this innkeeper.