Quantcast

That one woman

INNspiring.com | Innkeeper Forum & Innkeeping Resources

Help Support INNspiring.com | Innkeeper Forum & Innkeeping Resources:

Georgia

Member
Joined
Jul 10, 2012
Messages
8
Reaction score
0
That one woman I will never forget. She was late 30's, well dressed and posh accent. I met her at the door and proceeded to do the pleasentries but explain that we are full. She tells me she is not looking to book in till a couple months after. She asked if she could take a look at the rooms now though. I explained we had a group that was booked in for the next week (arrived a few days earlier) and was unable to show her the rooms. I showed her my business card and said we have plenty of images on the site. She tried to "charm" me and said could she not take a sneak peak inside? I firmly said no and she again tried to look in the rooms. By this point I said there was no way she was going to see the rooms. If she would like to view them she could contact me in advance. She left and we got a booking off her but it was placed in another name. It was for 2 rooms x 4 adults. On the day they all arrived but I did not yet twig who she was. Now just to say we show clearly on our site that only one room is en suite and the other is a shared bathroom between 2 rooms. When I showed her upstairs her friends went to the en suite room and she went to the other. Then it started... she was not happy she had to pay the same price for that room which has the same view (10 ft from the sea!) but it did not have a toilet in the room. I explained the toilet for that room was private to her as we had no one else in at the time. She did not want to pay the same money and tried to say she only had to pay €25 out of the €30 (pps $37 b&b). I refused to allow this and said if she would like to go else where she could certainly leave. She then got taken aback that I was not on my knees trying to get her to stay. Now her and the husband got in my face (I am a 22 year old gal so having a 6ft 6in guy 1ft from my face was intimidating). I had enough after 10 min of her having a fit. I told them to leave. She no longer wanted to leave so I got my father, a big burly fisherman to stand behind me and back up my order to leave my home. Finalllly they left! However the woman left her purse so just as they were leaving I shouted out the window for her to come get her purse. The husband came for it and snatched it out my hand so yes I did lose my calm at that point and told him to go get some manners.
It just gets to me that these people expect the Ritx for €30/$37 a night with bed and breakfast... really? I mean our standards are... okay I am slightly OCD and I dust everything each day. I do an overhaul clean every month and make sure everything is clean. We are a hypoallegenic B&B so it has to be the best, especially considering I have asthma and I want my house clean.
All things considering I know I could have done better but lately there are more and more people like this. It sounds silly but damnit in my day I was grateful for a clean bed and a warm place to stay. For that money I wouldn't expect everything and anything. They are large comfortable rooms, we have large windows that over look the sea which is 10ft from our front door with nothing to block your view. We cannot get internet for guests as it is too expensive and specialist, as in there are specific download and upload limits. It would cost 2 people sharing ($74) for a months internet. We do not get in enough people to pay for that.
Just needed to vent some, it's been 3 seasons since we started this endevour and we only let 3 rooms.
 

JBloggs

Moderator
Moderator
Joined
Oct 7, 2008
Messages
17,743
Reaction score
0
I think everyone should have "big burly fisherman to stand behind" them and life would indeed be grand!
Good for you thinking on your feet, we always remember the bad-guests, the good ones come and go, and we are thankful for them, of course.
 

gillumhouse

Moderator
Staff member
Moderator
Supporting Member
Joined
May 22, 2008
Messages
15,603
Reaction score
213
Georgia - welcome. Perhaps you need to be charging more. I learned a long time ago that if it is too inexpensive, it is not appreciated. If it is too cheap, there must be something wrong with it. Try raising your rates a little each year, not a big jump in one shot.
I also have 3 rooms, one with ensuite and 2 that share. I have a queen bed in one of the rooms that share and the price in that room is $16 more than the other room that has a full-size bed. IF my ensuite room is rented and someone else wants a private bath, I rent the queen for $5 less than the ensuite as a private bath and do not rent the full-size room. they are told when making the reservation the bath is prvate, just down the hall. Do you have robes for the guests to use? We do - telling them "Streakers are not allowed, robes are in the closet." Often though, it is share the bath or I do not have a room. Anyone who books my budget room is told there is a possibility of having to share the bath - at the budget rate, I am not going to pass up revenue for the other room.
 

Generic

Well-known member
Joined
Feb 24, 2011
Messages
7,530
Reaction score
41
Georgia, we have all had our run-ins. We have also had a few that have reserved shared bath only to discover that it isn't en-suite. We are very upfront about it, but still they don't read.
Have you compared your rates? The problem with rates that are too high or too low is that they bring in the wrong people. Too low and you get the backpackers and the bargain hunters. Too high and you get the people who are overly picky about everything.
In the end, it really is about your personality and coping with these people.
 

Madeleine

Well-known member
Joined
Sep 29, 2011
Messages
7,990
Reaction score
0
Georgia said:
It sounds silly but damnit in my day I was grateful for a clean bed and a warm place to stay.
Vent away but I do have to say your comment was amusing. After all, for how long have you been traveling on your own that it's 'in my day'? Now, an old geezer like me can say that and everyone will just roll their eyes at me.
 

Breakfast Diva

Well-known member
Joined
May 26, 2009
Messages
5,909
Reaction score
25
Welcome Georgia! We can all relate to your frustrations. It happens to all of us and sometimes there are people you just can never satisfy. As long as you are very clear on your website where and what you offer, then the problem is theirs, not your. Still, it tears us apart when things like that happen.
What part of Ireland are you in? I will be traveling there late Sept/early October!
From my research for our trip, it seems that your rates are fairly typical for a lot of comfortable b&bs at 30-35 Euro per person per night. No one in their right mind would think that those rates are for upscale lodging! Warm atmosphere, comfortable and clean is what the expectations should be. To have a room that close to the sea sounds like heaven to me!
I hope you stick around here, would love to hear your experiences and I'm sure there's lots of info and help you can get from all the innkeepers here.
 

Joey Camb

Well-known member
Joined
Apr 2, 2010
Messages
4,793
Reaction score
0
You have my sympathy though we do charge more for our ensuite rooms than our ones with private bathroom ie $20 (£10) people seem happy to pay the difference for the convenience.
I would however strongly recommend putting it on everything - 3rd party web sites, your own site etc - they won't read it but at least it won't be your fault.
 

Georgia

Member
Joined
Jul 10, 2012
Messages
8
Reaction score
0
Georgia said:
It sounds silly but damnit in my day I was grateful for a clean bed and a warm place to stay.
Vent away but I do have to say your comment was amusing. After all, for how long have you been traveling on your own that it's 'in my day'? Now, an old geezer like me can say that and everyone will just roll their eyes at me..
lol but that is why it is so incredulous! I have been traveling with my family all over Europe since I was 8. Traveling on my own it has been 4 years, been around my own country, USA and Europe. Sure I may be 22 but I do not get on with people my age XD Most of my friends are from the Womens Institute so maybe 60+, which means we have our daily vent about kids... or well people my age!! How no one has any manners anymore, no one works for anything and of course no one appreciates what they get/have lol
 

Generic

Well-known member
Joined
Feb 24, 2011
Messages
7,530
Reaction score
41
To be honest, I'm surprised she actually stayed. We get a lot of enquiries at the door. They will promise anything and say anything to get me to let them in to see the house. But the reality is, it's just those that are curious and simply want to see the house. Being a grand Victorian, they figure that being a B&B that it's open to the public and they can finally see one of the interiors. Or they want to see what they missed or were too cheap to actually pay to stay here, or they want to steal something.
We did it when we were new. Today we send them back to the website. If they are curious enough they will stay here. If they aren't, I haven't lost a thing.
I will say that one of the best investments that we have made for the outside of the house is a little exterior distributor for business cards. People do walk or drive by, stop and pick up the cards.
 

Arks

Well-known member
Joined
May 22, 2010
Messages
6,154
Reaction score
182
To be honest, I'm surprised she actually stayed. We get a lot of enquiries at the door. They will promise anything and say anything to get me to let them in to see the house. But the reality is, it's just those that are curious and simply want to see the house. Being a grand Victorian, they figure that being a B&B that it's open to the public and they can finally see one of the interiors. Or they want to see what they missed or were too cheap to actually pay to stay here, or they want to steal something.
We did it when we were new. Today we send them back to the website. If they are curious enough they will stay here. If they aren't, I haven't lost a thing.
I will say that one of the best investments that we have made for the outside of the house is a little exterior distributor for business cards. People do walk or drive by, stop and pick up the cards..
Eric Arthur Blair said:
I will say that one of the best investments that we have made for the outside of the house is a little exterior distributor for business cards. People do walk or drive by, stop and pick up the cards.
What sort of device is it. Have you had any problems with people talking ALL the cards at once?
 

Madeleine

Well-known member
Joined
Sep 29, 2011
Messages
7,990
Reaction score
0
To be honest, I'm surprised she actually stayed. We get a lot of enquiries at the door. They will promise anything and say anything to get me to let them in to see the house. But the reality is, it's just those that are curious and simply want to see the house. Being a grand Victorian, they figure that being a B&B that it's open to the public and they can finally see one of the interiors. Or they want to see what they missed or were too cheap to actually pay to stay here, or they want to steal something.
We did it when we were new. Today we send them back to the website. If they are curious enough they will stay here. If they aren't, I haven't lost a thing.
I will say that one of the best investments that we have made for the outside of the house is a little exterior distributor for business cards. People do walk or drive by, stop and pick up the cards..
Eric Arthur Blair said:
I will say that one of the best investments that we have made for the outside of the house is a little exterior distributor for business cards. People do walk or drive by, stop and pick up the cards.
What sort of device is it. Have you had any problems with people talking ALL the cards at once?
.
Arkansawyer said:
Eric Arthur Blair said:
I will say that one of the best investments that we have made for the outside of the house is a little exterior distributor for business cards. People do walk or drive by, stop and pick up the cards.
What sort of device is it. Have you had any problems with people talking ALL the cards at once?
We have a plain hanging basket where we put the brochures. Have not had anyone take all of them. And have found other business's brochures left in there for me.
 

Joey Camb

Well-known member
Joined
Apr 2, 2010
Messages
4,793
Reaction score
0
To be honest, I'm surprised she actually stayed. We get a lot of enquiries at the door. They will promise anything and say anything to get me to let them in to see the house. But the reality is, it's just those that are curious and simply want to see the house. Being a grand Victorian, they figure that being a B&B that it's open to the public and they can finally see one of the interiors. Or they want to see what they missed or were too cheap to actually pay to stay here, or they want to steal something.
We did it when we were new. Today we send them back to the website. If they are curious enough they will stay here. If they aren't, I haven't lost a thing.
I will say that one of the best investments that we have made for the outside of the house is a little exterior distributor for business cards. People do walk or drive by, stop and pick up the cards..
Eric Arthur Blair said:
I will say that one of the best investments that we have made for the outside of the house is a little exterior distributor for business cards. People do walk or drive by, stop and pick up the cards.
What sort of device is it. Have you had any problems with people talking ALL the cards at once?
.
http://www.outofeden.co.uk/.-All-weather-Business-Card-Holder~6106.htm
We have one of these and they also do a brochure one - we havn't ever had people take them all> however we are in a busy foot fall area and people see us while attending an event and pop accross for a card for next year or next time.
Means its always working for us and only cost when we bought it about $8
 

Arks

Well-known member
Joined
May 22, 2010
Messages
6,154
Reaction score
182
Very good. My place downtown is right on the city sidewalk so putting business cards out there should be good for me. And VistaPrint makes it easy and affordable. Thanks for the idea!
 

Silverspoon

Well-known member
Joined
Oct 16, 2011
Messages
2,155
Reaction score
15
Georgia - welcome. Perhaps you need to be charging more. I learned a long time ago that if it is too inexpensive, it is not appreciated. If it is too cheap, there must be something wrong with it. Try raising your rates a little each year, not a big jump in one shot.
I also have 3 rooms, one with ensuite and 2 that share. I have a queen bed in one of the rooms that share and the price in that room is $16 more than the other room that has a full-size bed. IF my ensuite room is rented and someone else wants a private bath, I rent the queen for $5 less than the ensuite as a private bath and do not rent the full-size room. they are told when making the reservation the bath is prvate, just down the hall. Do you have robes for the guests to use? We do - telling them "Streakers are not allowed, robes are in the closet." Often though, it is share the bath or I do not have a room. Anyone who books my budget room is told there is a possibility of having to share the bath - at the budget rate, I am not going to pass up revenue for the other room..
I totally agree with Gillumhouse. We got a better group of guests when we raised our prices. Now the only "bargain hunters" we get are the ones who have plenty of $$ but do not want to pay outragous prices at the resorts. It sounds like you have a lovely location by the sea so make that your selling point, charge a bit more all around and more for your ensuite bath than for your shared bath. If you are rarely full you could offer just the 2 accommodations both with private bath (one ensuite and one detached).
You sound like you have a good head on your shoulders so don't get discouraged. It takes a few years to build a reputation. Have you contacted any of the major guide books about including you in their next publication?
 

JBloggs

Moderator
Moderator
Joined
Oct 7, 2008
Messages
17,743
Reaction score
0
Georgia - welcome. Perhaps you need to be charging more. I learned a long time ago that if it is too inexpensive, it is not appreciated. If it is too cheap, there must be something wrong with it. Try raising your rates a little each year, not a big jump in one shot.
I also have 3 rooms, one with ensuite and 2 that share. I have a queen bed in one of the rooms that share and the price in that room is $16 more than the other room that has a full-size bed. IF my ensuite room is rented and someone else wants a private bath, I rent the queen for $5 less than the ensuite as a private bath and do not rent the full-size room. they are told when making the reservation the bath is prvate, just down the hall. Do you have robes for the guests to use? We do - telling them "Streakers are not allowed, robes are in the closet." Often though, it is share the bath or I do not have a room. Anyone who books my budget room is told there is a possibility of having to share the bath - at the budget rate, I am not going to pass up revenue for the other room..
I totally agree with Gillumhouse. We got a better group of guests when we raised our prices. Now the only "bargain hunters" we get are the ones who have plenty of $$ but do not want to pay outragous prices at the resorts. It sounds like you have a lovely location by the sea so make that your selling point, charge a bit more all around and more for your ensuite bath than for your shared bath. If you are rarely full you could offer just the 2 accommodations both with private bath (one ensuite and one detached).
You sound like you have a good head on your shoulders so don't get discouraged. It takes a few years to build a reputation. Have you contacted any of the major guide books about including you in their next publication?
.
Silverspoon said:
I totally agree with Gillumhouse. We got a better group of guests when we raised our prices. Now the only "bargain hunters" we get are the ones who have plenty of $$ but do not want to pay outragous prices at the resorts.
Or they answer with "A NIGHT!"

 

Generic

Well-known member
Joined
Feb 24, 2011
Messages
7,530
Reaction score
41
To be honest, I'm surprised she actually stayed. We get a lot of enquiries at the door. They will promise anything and say anything to get me to let them in to see the house. But the reality is, it's just those that are curious and simply want to see the house. Being a grand Victorian, they figure that being a B&B that it's open to the public and they can finally see one of the interiors. Or they want to see what they missed or were too cheap to actually pay to stay here, or they want to steal something.
We did it when we were new. Today we send them back to the website. If they are curious enough they will stay here. If they aren't, I haven't lost a thing.
I will say that one of the best investments that we have made for the outside of the house is a little exterior distributor for business cards. People do walk or drive by, stop and pick up the cards..
Eric Arthur Blair said:
I will say that one of the best investments that we have made for the outside of the house is a little exterior distributor for business cards. People do walk or drive by, stop and pick up the cards.
What sort of device is it. Have you had any problems with people talking ALL the cards at once?
.
Arkansawyer said:
Eric Arthur Blair said:
I will say that one of the best investments that we have made for the outside of the house is a little exterior distributor for business cards. People do walk or drive by, stop and pick up the cards.
What sort of device is it. Have you had any problems with people talking ALL the cards at once?
Something like this...

found them on eBay (the seller was in Korea, I think) and I bought a few, afraid that I would lose them. Haven't yet. And people seem respectful. I get a few guests that take them as they walk in as well. Cheap advertising if you ask me. They still have to walk up my stairs to take one, but it's worked well.
 

Madeleine

Well-known member
Joined
Sep 29, 2011
Messages
7,990
Reaction score
0
Is your website clear that 2 rooms share a bath while the other does not? It might not be plain to someone that not mentioning 'en suite' means it's shared.
Even tho both, or all 3 rooms, have the view, bump up the price on the en suite to avoid issues in the future with a reasonable complaint that one room has the en suite and the other doesn't. The bump doesn't have to be much if you think it will be hard to get. A couple of pounds.
 

seashanty

Moderator
Staff member
Moderator
Joined
Jun 2, 2008
Messages
5,718
Reaction score
46
I think everyone should have "big burly fisherman to stand behind" them and life would indeed be grand!
Good for you thinking on your feet, we always remember the bad-guests, the good ones come and go, and we are thankful for them, of course..
Joey Bloggs said:
I think everyone should have "big burly fisherman to stand behind" them and life would indeed be grand!

 

Samster

Well-known member
Joined
May 30, 2008
Messages
6,475
Reaction score
14
Location
South Carolina
Georgia! Vent away....
Sometimes that's all you need to do to feel better and this is a safe place to do it!
Hope to hear more from you in the future.
 
Top