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birdwatcher, I am sorry to say that the only crazy thing about this guest is that your inn doesn't yet have a late check-in policy with a lockbox or some other system to allow a self check-in.
Even otherwise great guests may arrive a lot later than you or they would like. It's your job to plan for that.
And planning for that does not mean waiting by the phone, getting angrier and angrier with each hour that goes by.
It means implementing a policy and making sure guests understand that policy.
Will that cover 100% of all late check-ins? No. Will you still get an occasional PITA who doesn't pay any attention at all? Yes.
But the great majority of late check-ins can be easily managed without straining the innkeeper. It's the innkeeper's job to figure out the best way to do that at his/her inn.
 
Our policy was. If you aren't here by 10 pm. We will leave the key in an envelope on the door. Directions to their room on the envelope. Light on and door to their room is open. After waiting up for someone till 1:30 am the first time....was the LAST time. Otherwise...if they don't like it...they can go somewhere else. I am not playing RA waiting for my students to come in on time.
 
BD that guest would have been bad news all the way any, for someone to say that I would think PITA would be a fitting term for the duration of the stay.
I want to say this, people are booking a room at your inn, they are not, booking you. I know an innkeeper who feels SHE IS THE INN, and if she is tired or under the weather and can't do the entire song and dance then she has failed. This is wrong, they don't know you before they stay with you. You promote the inn, not you, we are not hired entertainment, personal assistants or worse yet slaves.
We cannot be all things to all men. We cannot be on 24 hours a day we are human. God forbid we have a health or family emergency. Then what? What is more important then? Is that what it takes for some of us to stop giving more than we should? (I say this to myself as well as the forum).
A note for a late arrival is not okay? We have stipulated check in times, if you are not here, then you get a note, it is not rocket science, it is a nice easy way to allow access for the guests. Innkeepers here give 110%, and then leave nothing for THEMSELVES. You can't provide the best for the guests if you are running low....
Joey Bloggs said:
BD that guest would have been bad news all the way any, for someone to say that I would think PITA would be a fitting term for the duration of the stay.
I want to say this, people are booking a room at your inn, they are not, booking you. I know an innkeeper who feels SHE IS THE INN, and if she is tired or under the weather and can't do the entire song and dance then she has failed. This is wrong, they don't know you before they stay with you. You promote the inn, not you, we are not hired entertainment, personal assistants or worse yet slaves.
We cannot be all things to all men. We cannot be on 24 hours a day we are human. God forbid we have a health or family emergency. Then what? What is more important then? Is that what it takes for some of us to stop giving more than we should? (I say this to myself as well as the forum).
A note for a late arrival is not okay? We have stipulated check in times, if you are not here, then you get a note, it is not rocket science, it is a nice easy way to allow access for the guests. Innkeepers here give 110%, and then leave nothing for THEMSELVES. You can't provide the best for the guests if you are running low...
JB - I respectfully disagree. While I do think they are booking a room, not booking us, our reviews state otherwise. There are very few reviews of our B&B that do not mention us in some form or fashion and while OUR website does not promote our place that way - the reviews do. So who's to say that it is not the innkeeper's reputation that is not producing the booking in these cases? And the first time that we had a relief innkeeper here, we did receive several notes providing rave reviews to the relief innkeeper but stating that they were disapointed in not meeting us... I had never thought of it to be that big of deal, but from then on, if WE were not going to be here, I provided that info to the guest at booking.
Edited to add - This is said as I know that we ALL go out of our way in some form or fashion for our guests and I am sure that we ALL have been given a 'that-a-boy' in review. We ARE part of the B&B experience and at least partially the reason people book.
.
copperhead said:
Joey Bloggs said:
BD that guest would have been bad news all the way any, for someone to say that I would think PITA would be a fitting term for the duration of the stay.
I want to say this, people are booking a room at your inn, they are not, booking you. I know an innkeeper who feels SHE IS THE INN, and if she is tired or under the weather and can't do the entire song and dance then she has failed. This is wrong, they don't know you before they stay with you. You promote the inn, not you, we are not hired entertainment, personal assistants or worse yet slaves.
We cannot be all things to all men. We cannot be on 24 hours a day we are human. God forbid we have a health or family emergency. Then what? What is more important then? Is that what it takes for some of us to stop giving more than we should? (I say this to myself as well as the forum).
A note for a late arrival is not okay? We have stipulated check in times, if you are not here, then you get a note, it is not rocket science, it is a nice easy way to allow access for the guests. Innkeepers here give 110%, and then leave nothing for THEMSELVES. You can't provide the best for the guests if you are running low...
JB - I respectfully disagree. While I do think they are booking a room, not booking us, our reviews state otherwise. There are very few reviews of our B&B that do not mention us in some form or fashion and while OUR website does not promote our place that way - the reviews do. So who's to say that it is not the innkeeper's reputation that is not producing the booking in these cases? And the first time that we had a relief innkeeper here, we did receive several notes providing rave reviews to the relief innkeeper but stating that they were disapointed in not meeting us... I had never thought of it to be that big of deal, but from then on, if WE were not going to be here, I provided that info to the guest at booking.
Edited to add - This is said as I know that we ALL go out of our way in some form or fashion for our guests and I am sure that we ALL have been given a 'that-a-boy' in review. We ARE part of the B&B experience and at least partially the reason people book.
I understand the innkeeper can make or break the stay. I agree 100%. I get that, but a guest is certainly not going to stay at a B&B just to be around the innkeepers.
 
I stayed up almost till midnight...and then went to bed and of course didn't really sleep...on and off was awake cause I was on edge waiting for the doorbell to ring, so Im tired today although I did get a small nap.
They however show up today. Husband checks them in and we charge themfor yesterday but do they apologize? Naaaa, hubbie said that they decent, but the no apology does not make sense to me.
We will implement the policy from now on and make sure that we have a cell phone and in the confirmation sent I understand we are the Innkeepers, but I think that if its after 9 and you have not called the Inn then you are just plai rude and selfish, like someone mentioned...this is not a hotel.
nough said...im glad i did not check them in.
 
Then there is this...got a call from a room checking in late who mentioned the word "DOG" in passing huh? Is this when they sneak them in? Late self check ins? I told DH I will have a fit if they leave a dog in the vehicle in the heat, and have a fit if they try to tie it up in our yard, like our dog won't immediately find it, and if they bring it in. We called them back and told them of a few kennels but of course none of them are open today on a Sunday to take in a dog.
We shall see...
 
I am sitting here contemplating clobbering DH. Some promoters in a nearby small city have begun a big concert series - the second in the series is this summer one which is today and they have misting tents and all that to deal with the heat as it is in the 90's again...but just found out this afternoon Eric Clapton is going to show up on the sly and play with the band at 8pm. DH won't go. My other two check ins today are later...they both know they will have a note. see how it is. boo hoo hoo
 
I am sitting here contemplating clobbering DH. Some promoters in a nearby small city have begun a big concert series - the second in the series is this summer one which is today and they have misting tents and all that to deal with the heat as it is in the 90's again...but just found out this afternoon Eric Clapton is going to show up on the sly and play with the band at 8pm. DH won't go. My other two check ins today are later...they both know they will have a note. see how it is. boo hoo hoo.
DH won't go.
As much as I kow-tow to just keep the peace, this is where I say (and have BTW so it is not just talk) I will see you when I get home.
 
I am sitting here contemplating clobbering DH. Some promoters in a nearby small city have begun a big concert series - the second in the series is this summer one which is today and they have misting tents and all that to deal with the heat as it is in the 90's again...but just found out this afternoon Eric Clapton is going to show up on the sly and play with the band at 8pm. DH won't go. My other two check ins today are later...they both know they will have a note. see how it is. boo hoo hoo.
Joey Bloggs said:
but just found out this afternoon Eric Clapton is going to show up on the sly and play with the band at 8pm. DH won't go. My other two check ins today are later...they both know they will have a note. see how it is. boo hoo hoo
What? If he won't go, go yourself. Think of how relaxed you'll be knowing that he's home to handle those check-ins and anything else that might come up.
 
I stayed up almost till midnight...and then went to bed and of course didn't really sleep...on and off was awake cause I was on edge waiting for the doorbell to ring, so Im tired today although I did get a small nap.
They however show up today. Husband checks them in and we charge themfor yesterday but do they apologize? Naaaa, hubbie said that they decent, but the no apology does not make sense to me.
We will implement the policy from now on and make sure that we have a cell phone and in the confirmation sent I understand we are the Innkeepers, but I think that if its after 9 and you have not called the Inn then you are just plai rude and selfish, like someone mentioned...this is not a hotel.
nough said...im glad i did not check them in..
birdwatcher said:
I stayed up almost till midnight...and then went to bed and of course didn't really sleep...on and off was awake cause I was on edge waiting for the doorbell to ring, so Im tired today although I did get a small nap.
bw, I hope you don't do that again. Many folks have different policies and their own ways of dealing with this. I personally start late check-in (self check-in) IMMEDIATELY after regular check-in hours.
Which means if check-in is until 7pm, I lock up at 7 and leave a note and lockbox. The note includes a contact number but I do NOT give my cell number out in advance to every reservation. Some folks do but I am not one of them.
I let guests know that we CLOSE the desk at 7pm and unless they make arrangements in advance, they'll find a locked door. Guess what they do? They make arrangements and amazingly figure out how to enter a unique code into a box to retrieve a key.
And the innkeeper? Out to dinner. Or a concert. Or just home relaxing.
But not sitting by the phone. That's a recipe for frustration all around.
 
And another thing for those who think can't can't work out a key pad on the door or something, then you need to revoke their license and take their keys, if they are that out of touch with reality that they can't work out how to open a door and go to their room. I think we give people too little credit. Sure some need hand holding, but if there is no hand, there is no holding..
I do have to say that, of the guests who have mentioned it, the idea of letting themselves in and not bothering us was very well-received. This is on the phone when they make the rez, day of when they find themselves stranded in an airport or find they really need to stop and eat before they get here, have a family event that takes precedence, or those who just don't 'get' the idea of a B&B being a small property without front desk services, etc.
Really, all that is needed is a system that works for the property in question. And we've listed off a lot of them that work in a variety of locations.
But, we know some innkeepers who must control every movement their guests make for whom this just does not work. But that's a whole 'nother story.
.
Morticia said:
I do have to say that, of the guests who have mentioned it, the idea of letting themselves in and not bothering us was very well-received. This is on the phone when they make the rez, day of when they find themselves stranded in an airport or find they really need to stop and eat before they get here, have a family event that takes precedence, or those who just don't 'get' the idea of a B&B being a small property without front desk services, etc.
Really, all that is needed is a system that works for the property in question. And we've listed off a lot of them that work in a variety of locations.
But, we know some innkeepers who must control every movement their guests make for whom this just does not work. But that's a whole 'nother story.
I couldn't agree more. And what we see, at least for our locale, is that the people who are really into the b&b "experience" (as opposed to the area/location, etc.) are the ones who are always here as soon as check-in starts anyway. They want the full experience and so plan their day around getting here as soon as we'll let 'em in!
.
I basically agree with the self-check-in, but I've had the opposite experience with the traditional B&B guests. They have been the ones that expect to be greeted personally and want more interaction, especially at check-in. We had a VERY negative experience where a guest was left a very explicit note at the door, a phone number to call, etc. They let themselves in, went to their room, used the bathroom, then left. They left a note saying they felt "lost and abandoned", in all their years staying at b&bs had never not been greeted personally and they were not staying (3 night stay). He later demanded his deposit back and refused to pay for his early departure. It was a very bad experience for us. We did finally convince him we were keeping his deposit, but wouldn't charge for the remainder of his stay.
.
BD, sorry you had such a negative experience and I am glad you brought this up. Let us all learn from this bad experience! So a few of questions:
Were these guests late arrivals?
If so, had they told you in advance or were they just arriving in their due time?
Had you told them in advance that it would be a self check-in? Or after a certain time that it would be?
Have you changed your polices since this?
.
copperhead said:
BD, sorry you had such a negative experience and I am glad you brought this up. Let us all learn from this bad experience! So a few of questions:
Were these guests late arrivals?
If so, had they told you in advance or were they just arriving in their due time?
Had you told them in advance that it would be a self check-in? Or after a certain time that it would be?
Have you changed your polices since this?
This was a very interesting "case". When the guy called to make the reservation, I told him that his day of arrival was the same day we were flying back in from our vacation and that our innsitter would be here during the day. As with all our guests, their confirmation letters state that check-in is from 3-6 and if we are not available, there will be information left on the front porch for self check-in.
These were the only guests checking in that day and our innsitter was local. After she did her tasks in the afternoon, she found herself sitting and waiting, waiting, waiting. $$$ because we paid her by the hour. At 5:30 she decided to go home (10 minutes away) and left her phone # on the info and she was available if they needed her. The guest must have arrived just a few minutes before 6:00 and you know the rest of the story. We didn't know there was any problem until we arrived home from the airport about 11:30 that night and found too few cars in the parking lot and the key and note left at the door with their notes written on the back.
Since that incident, we have changed our check-in policy to read: "Our regular check in time is between 3:00pm & 6:00pm. If you find that you will be arriving late and have not notified us when making your reservation, please call us so we might be able to plan accordingly. Please, no early arrivals without calling first to see if your room will be available. We always try to greet you personally, but if we need to step away from the inn for a short time or your arrival is delayed and we are not able to greet you in person, there will be self check-in information left for you on the front porch."
 
Then there is this...got a call from a room checking in late who mentioned the word "DOG" in passing huh? Is this when they sneak them in? Late self check ins? I told DH I will have a fit if they leave a dog in the vehicle in the heat, and have a fit if they try to tie it up in our yard, like our dog won't immediately find it, and if they bring it in. We called them back and told them of a few kennels but of course none of them are open today on a Sunday to take in a dog.
We shall see....
Joey Bloggs said:
Then there is this...got a call from a room checking in late who mentioned the word "DOG" in passing huh? Is this when they sneak them in? Late self check ins?
Sadly, that is sometimes true and something you really have to watch out for. I've caught them in the act of sneaking the dog in late like that more than once.
 
Then there is this...got a call from a room checking in late who mentioned the word "DOG" in passing huh? Is this when they sneak them in? Late self check ins? I told DH I will have a fit if they leave a dog in the vehicle in the heat, and have a fit if they try to tie it up in our yard, like our dog won't immediately find it, and if they bring it in. We called them back and told them of a few kennels but of course none of them are open today on a Sunday to take in a dog.
We shall see....
Joey Bloggs said:
Then there is this...got a call from a room checking in late who mentioned the word "DOG" in passing huh? Is this when they sneak them in? Late self check ins?
Sadly, that is sometimes true and something you really have to watch out for. I've caught them in the act of sneaking the dog in late like that more than once.
.
Innkeeper To Go said:
Joey Bloggs said:
Then there is this...got a call from a room checking in late who mentioned the word "DOG" in passing huh? Is this when they sneak them in? Late self check ins?
Sadly, that is sometimes true and something you really have to watch out for. I've caught them in the act of sneaking the dog in late like that more than once.
Or extra people. Like you're not going to see them at some point.
But, by the time you DO they have done what they wanted, which was to cram 3 into a room for 2, damn the rules and full speed ahead.
 
Then there is this...got a call from a room checking in late who mentioned the word "DOG" in passing huh? Is this when they sneak them in? Late self check ins? I told DH I will have a fit if they leave a dog in the vehicle in the heat, and have a fit if they try to tie it up in our yard, like our dog won't immediately find it, and if they bring it in. We called them back and told them of a few kennels but of course none of them are open today on a Sunday to take in a dog.
We shall see....
Joey Bloggs said:
Then there is this...got a call from a room checking in late who mentioned the word "DOG" in passing huh? Is this when they sneak them in? Late self check ins?
Sadly, that is sometimes true and something you really have to watch out for. I've caught them in the act of sneaking the dog in late like that more than once.
.
Innkeeper To Go said:
Joey Bloggs said:
Then there is this...got a call from a room checking in late who mentioned the word "DOG" in passing huh? Is this when they sneak them in? Late self check ins?
Sadly, that is sometimes true and something you really have to watch out for. I've caught them in the act of sneaking the dog in late like that more than once.
Or extra people. Like you're not going to see them at some point.
But, by the time you DO they have done what they wanted, which was to cram 3 into a room for 2, damn the rules and full speed ahead.
.
Morticia said:
Or extra people. Like you're not going to see them at some point.
But, by the time you DO they have done what they wanted, which was to cram 3 into a room for 2, damn the rules and full speed ahead.
Yep. There are always those. Ultra-PITAs in that they actually plan out their bad behavior.
The good news is they tend to leave before breakfast.
Just before their names get added to the sh*t list, never to have their reservations accepted again.
 
And another thing for those who think can't can't work out a key pad on the door or something, then you need to revoke their license and take their keys, if they are that out of touch with reality that they can't work out how to open a door and go to their room. I think we give people too little credit. Sure some need hand holding, but if there is no hand, there is no holding..
I do have to say that, of the guests who have mentioned it, the idea of letting themselves in and not bothering us was very well-received. This is on the phone when they make the rez, day of when they find themselves stranded in an airport or find they really need to stop and eat before they get here, have a family event that takes precedence, or those who just don't 'get' the idea of a B&B being a small property without front desk services, etc.
Really, all that is needed is a system that works for the property in question. And we've listed off a lot of them that work in a variety of locations.
But, we know some innkeepers who must control every movement their guests make for whom this just does not work. But that's a whole 'nother story.
.
Morticia said:
I do have to say that, of the guests who have mentioned it, the idea of letting themselves in and not bothering us was very well-received. This is on the phone when they make the rez, day of when they find themselves stranded in an airport or find they really need to stop and eat before they get here, have a family event that takes precedence, or those who just don't 'get' the idea of a B&B being a small property without front desk services, etc.
Really, all that is needed is a system that works for the property in question. And we've listed off a lot of them that work in a variety of locations.
But, we know some innkeepers who must control every movement their guests make for whom this just does not work. But that's a whole 'nother story.
I couldn't agree more. And what we see, at least for our locale, is that the people who are really into the b&b "experience" (as opposed to the area/location, etc.) are the ones who are always here as soon as check-in starts anyway. They want the full experience and so plan their day around getting here as soon as we'll let 'em in!
.
I basically agree with the self-check-in, but I've had the opposite experience with the traditional B&B guests. They have been the ones that expect to be greeted personally and want more interaction, especially at check-in. We had a VERY negative experience where a guest was left a very explicit note at the door, a phone number to call, etc. They let themselves in, went to their room, used the bathroom, then left. They left a note saying they felt "lost and abandoned", in all their years staying at b&bs had never not been greeted personally and they were not staying (3 night stay). He later demanded his deposit back and refused to pay for his early departure. It was a very bad experience for us. We did finally convince him we were keeping his deposit, but wouldn't charge for the remainder of his stay.
.
BD, sorry you had such a negative experience and I am glad you brought this up. Let us all learn from this bad experience! So a few of questions:
Were these guests late arrivals?
If so, had they told you in advance or were they just arriving in their due time?
Had you told them in advance that it would be a self check-in? Or after a certain time that it would be?
Have you changed your polices since this?
.
copperhead said:
BD, sorry you had such a negative experience and I am glad you brought this up. Let us all learn from this bad experience! So a few of questions:
Were these guests late arrivals?
If so, had they told you in advance or were they just arriving in their due time?
Had you told them in advance that it would be a self check-in? Or after a certain time that it would be?
Have you changed your polices since this?
This was a very interesting "case". When the guy called to make the reservation, I told him that his day of arrival was the same day we were flying back in from our vacation and that our innsitter would be here during the day. As with all our guests, their confirmation letters state that check-in is from 3-6 and if we are not available, there will be information left on the front porch for self check-in.
These were the only guests checking in that day and our innsitter was local. After she did her tasks in the afternoon, she found herself sitting and waiting, waiting, waiting. $$$ because we paid her by the hour. At 5:30 she decided to go home (10 minutes away) and left her phone # on the info and she was available if they needed her. The guest must have arrived just a few minutes before 6:00 and you know the rest of the story. We didn't know there was any problem until we arrived home from the airport about 11:30 that night and found too few cars in the parking lot and the key and note left at the door with their notes written on the back.
Since that incident, we have changed our check-in policy to read: "Our regular check in time is between 3:00pm & 6:00pm. If you find that you will be arriving late and have not notified us when making your reservation, please call us so we might be able to plan accordingly. Please, no early arrivals without calling first to see if your room will be available. We always try to greet you personally, but if we need to step away from the inn for a short time or your arrival is delayed and we are not able to greet you in person, there will be self check-in information left for you on the front porch."
.
BD - They had NO reason then to be this way! You had provided them all the needed info and your innsitter had provided them will all the info AND a way to contact her if they needed. THEY are not B&B people!
 
Then there is this...got a call from a room checking in late who mentioned the word "DOG" in passing huh? Is this when they sneak them in? Late self check ins? I told DH I will have a fit if they leave a dog in the vehicle in the heat, and have a fit if they try to tie it up in our yard, like our dog won't immediately find it, and if they bring it in. We called them back and told them of a few kennels but of course none of them are open today on a Sunday to take in a dog.
We shall see....
Joey Bloggs said:
Then there is this...got a call from a room checking in late who mentioned the word "DOG" in passing huh? Is this when they sneak them in? Late self check ins?
Sadly, that is sometimes true and something you really have to watch out for. I've caught them in the act of sneaking the dog in late like that more than once.
.
Innkeeper To Go said:
Joey Bloggs said:
Then there is this...got a call from a room checking in late who mentioned the word "DOG" in passing huh? Is this when they sneak them in? Late self check ins?
Sadly, that is sometimes true and something you really have to watch out for. I've caught them in the act of sneaking the dog in late like that more than once.
Or extra people. Like you're not going to see them at some point.
But, by the time you DO they have done what they wanted, which was to cram 3 into a room for 2, damn the rules and full speed ahead.
.
Morticia said:
Innkeeper To Go said:
Joey Bloggs said:
Then there is this...got a call from a room checking in late who mentioned the word "DOG" in passing huh? Is this when they sneak them in? Late self check ins?
Sadly, that is sometimes true and something you really have to watch out for. I've caught them in the act of sneaking the dog in late like that more than once.
Or extra people. Like you're not going to see them at some point.
But, by the time you DO they have done what they wanted, which was to cram 3 into a room for 2, damn the rules and full speed ahead.
Had that attempted a few months ago (I know I mentioned it here.). It was during one of our festival times when the crazys all make their way to our area. Because of this, DH stayed up to check these last stragglers in. And yes they were a little taken back when DH was waiting up - only 3 came in first, luckily DH was wide awake and counted the extra heads trying to get in. DH let them all stay and said we would work out details in the AM...well that was when the strong force was up and fully functional. NOPE - reservation clearly states # max. in the room - He WAS charged for all nights. If they want to pack them in, then they need to book at a hotel.
 
And another thing for those who think can't can't work out a key pad on the door or something, then you need to revoke their license and take their keys, if they are that out of touch with reality that they can't work out how to open a door and go to their room. I think we give people too little credit. Sure some need hand holding, but if there is no hand, there is no holding..
I do have to say that, of the guests who have mentioned it, the idea of letting themselves in and not bothering us was very well-received. This is on the phone when they make the rez, day of when they find themselves stranded in an airport or find they really need to stop and eat before they get here, have a family event that takes precedence, or those who just don't 'get' the idea of a B&B being a small property without front desk services, etc.
Really, all that is needed is a system that works for the property in question. And we've listed off a lot of them that work in a variety of locations.
But, we know some innkeepers who must control every movement their guests make for whom this just does not work. But that's a whole 'nother story.
.
Morticia said:
I do have to say that, of the guests who have mentioned it, the idea of letting themselves in and not bothering us was very well-received. This is on the phone when they make the rez, day of when they find themselves stranded in an airport or find they really need to stop and eat before they get here, have a family event that takes precedence, or those who just don't 'get' the idea of a B&B being a small property without front desk services, etc.
Really, all that is needed is a system that works for the property in question. And we've listed off a lot of them that work in a variety of locations.
But, we know some innkeepers who must control every movement their guests make for whom this just does not work. But that's a whole 'nother story.
I couldn't agree more. And what we see, at least for our locale, is that the people who are really into the b&b "experience" (as opposed to the area/location, etc.) are the ones who are always here as soon as check-in starts anyway. They want the full experience and so plan their day around getting here as soon as we'll let 'em in!
.
I basically agree with the self-check-in, but I've had the opposite experience with the traditional B&B guests. They have been the ones that expect to be greeted personally and want more interaction, especially at check-in. We had a VERY negative experience where a guest was left a very explicit note at the door, a phone number to call, etc. They let themselves in, went to their room, used the bathroom, then left. They left a note saying they felt "lost and abandoned", in all their years staying at b&bs had never not been greeted personally and they were not staying (3 night stay). He later demanded his deposit back and refused to pay for his early departure. It was a very bad experience for us. We did finally convince him we were keeping his deposit, but wouldn't charge for the remainder of his stay.
.
BD, sorry you had such a negative experience and I am glad you brought this up. Let us all learn from this bad experience! So a few of questions:
Were these guests late arrivals?
If so, had they told you in advance or were they just arriving in their due time?
Had you told them in advance that it would be a self check-in? Or after a certain time that it would be?
Have you changed your polices since this?
.
copperhead said:
BD, sorry you had such a negative experience and I am glad you brought this up. Let us all learn from this bad experience! So a few of questions:
Were these guests late arrivals?
If so, had they told you in advance or were they just arriving in their due time?
Had you told them in advance that it would be a self check-in? Or after a certain time that it would be?
Have you changed your polices since this?
This was a very interesting "case". When the guy called to make the reservation, I told him that his day of arrival was the same day we were flying back in from our vacation and that our innsitter would be here during the day. As with all our guests, their confirmation letters state that check-in is from 3-6 and if we are not available, there will be information left on the front porch for self check-in.
These were the only guests checking in that day and our innsitter was local. After she did her tasks in the afternoon, she found herself sitting and waiting, waiting, waiting. $$$ because we paid her by the hour. At 5:30 she decided to go home (10 minutes away) and left her phone # on the info and she was available if they needed her. The guest must have arrived just a few minutes before 6:00 and you know the rest of the story. We didn't know there was any problem until we arrived home from the airport about 11:30 that night and found too few cars in the parking lot and the key and note left at the door with their notes written on the back.
Since that incident, we have changed our check-in policy to read: "Our regular check in time is between 3:00pm & 6:00pm. If you find that you will be arriving late and have not notified us when making your reservation, please call us so we might be able to plan accordingly. Please, no early arrivals without calling first to see if your room will be available. We always try to greet you personally, but if we need to step away from the inn for a short time or your arrival is delayed and we are not able to greet you in person, there will be self check-in information left for you on the front porch."
.
BD - They had NO reason then to be this way! You had provided them all the needed info and your innsitter had provided them will all the info AND a way to contact her if they needed. THEY are not B&B people!
.
copperhead said:
They had NO reason then to be this way! You had provided them all the needed info and your innsitter had provided them will all the info AND a way to contact her if they needed. THEY are not B&B people!
I hate to be a stick in the mud on this, but I really disagree with that. Some guests will knock themselves out to arrive just before the end of check-in time. In this case, 6pm. They arrive on time and find a note.
Traveling is more difficult for some guests than others. My personal rule is that unless all check-ins have arrived, the innkeeper on duty that day is to stay until the end of check-in time. Are there occasional exceptions? Sure. But ONLY if the guest was contacted first and understood that there would be no one there when they arrived and why (owner flying home tonight, innkeeper had a personal emergency, whatever).
Some folks are going to be difficult no matter what. But a lot of folks would be disappointed to find no one there when they arrived within the timeframe given.
 
And another thing for those who think can't can't work out a key pad on the door or something, then you need to revoke their license and take their keys, if they are that out of touch with reality that they can't work out how to open a door and go to their room. I think we give people too little credit. Sure some need hand holding, but if there is no hand, there is no holding..
I do have to say that, of the guests who have mentioned it, the idea of letting themselves in and not bothering us was very well-received. This is on the phone when they make the rez, day of when they find themselves stranded in an airport or find they really need to stop and eat before they get here, have a family event that takes precedence, or those who just don't 'get' the idea of a B&B being a small property without front desk services, etc.
Really, all that is needed is a system that works for the property in question. And we've listed off a lot of them that work in a variety of locations.
But, we know some innkeepers who must control every movement their guests make for whom this just does not work. But that's a whole 'nother story.
.
Morticia said:
I do have to say that, of the guests who have mentioned it, the idea of letting themselves in and not bothering us was very well-received. This is on the phone when they make the rez, day of when they find themselves stranded in an airport or find they really need to stop and eat before they get here, have a family event that takes precedence, or those who just don't 'get' the idea of a B&B being a small property without front desk services, etc.
Really, all that is needed is a system that works for the property in question. And we've listed off a lot of them that work in a variety of locations.
But, we know some innkeepers who must control every movement their guests make for whom this just does not work. But that's a whole 'nother story.
I couldn't agree more. And what we see, at least for our locale, is that the people who are really into the b&b "experience" (as opposed to the area/location, etc.) are the ones who are always here as soon as check-in starts anyway. They want the full experience and so plan their day around getting here as soon as we'll let 'em in!
.
I basically agree with the self-check-in, but I've had the opposite experience with the traditional B&B guests. They have been the ones that expect to be greeted personally and want more interaction, especially at check-in. We had a VERY negative experience where a guest was left a very explicit note at the door, a phone number to call, etc. They let themselves in, went to their room, used the bathroom, then left. They left a note saying they felt "lost and abandoned", in all their years staying at b&bs had never not been greeted personally and they were not staying (3 night stay). He later demanded his deposit back and refused to pay for his early departure. It was a very bad experience for us. We did finally convince him we were keeping his deposit, but wouldn't charge for the remainder of his stay.
.
BD, sorry you had such a negative experience and I am glad you brought this up. Let us all learn from this bad experience! So a few of questions:
Were these guests late arrivals?
If so, had they told you in advance or were they just arriving in their due time?
Had you told them in advance that it would be a self check-in? Or after a certain time that it would be?
Have you changed your polices since this?
.
copperhead said:
BD, sorry you had such a negative experience and I am glad you brought this up. Let us all learn from this bad experience! So a few of questions:
Were these guests late arrivals?
If so, had they told you in advance or were they just arriving in their due time?
Had you told them in advance that it would be a self check-in? Or after a certain time that it would be?
Have you changed your polices since this?
This was a very interesting "case". When the guy called to make the reservation, I told him that his day of arrival was the same day we were flying back in from our vacation and that our innsitter would be here during the day. As with all our guests, their confirmation letters state that check-in is from 3-6 and if we are not available, there will be information left on the front porch for self check-in.
These were the only guests checking in that day and our innsitter was local. After she did her tasks in the afternoon, she found herself sitting and waiting, waiting, waiting. $$$ because we paid her by the hour. At 5:30 she decided to go home (10 minutes away) and left her phone # on the info and she was available if they needed her. The guest must have arrived just a few minutes before 6:00 and you know the rest of the story. We didn't know there was any problem until we arrived home from the airport about 11:30 that night and found too few cars in the parking lot and the key and note left at the door with their notes written on the back.
Since that incident, we have changed our check-in policy to read: "Our regular check in time is between 3:00pm & 6:00pm. If you find that you will be arriving late and have not notified us when making your reservation, please call us so we might be able to plan accordingly. Please, no early arrivals without calling first to see if your room will be available. We always try to greet you personally, but if we need to step away from the inn for a short time or your arrival is delayed and we are not able to greet you in person, there will be self check-in information left for you on the front porch."
.
BD - They had NO reason then to be this way! You had provided them all the needed info and your innsitter had provided them will all the info AND a way to contact her if they needed. THEY are not B&B people!
.
copperhead said:
They had NO reason then to be this way! You had provided them all the needed info and your innsitter had provided them will all the info AND a way to contact her if they needed. THEY are not B&B people!
I hate to be a stick in the mud on this, but I really disagree with that. Some guests will knock themselves out to arrive just before the end of check-in time. In this case, 6pm. They arrive on time and find a note.
Traveling is more difficult for some guests than others. My personal rule is that unless all check-ins have arrived, the innkeeper on duty that day is to stay until the end of check-in time. Are there occasional exceptions? Sure. But ONLY if the guest was contacted first and understood that there would be no one there when they arrived and why (owner flying home tonight, innkeeper had a personal emergency, whatever).
Some folks are going to be difficult no matter what. But a lot of folks would be disappointed to find no one there when they arrived within the timeframe given.
.
Innkeeper To Go said:
copperhead said:
They had NO reason then to be this way! You had provided them all the needed info and your innsitter had provided them will all the info AND a way to contact her if they needed. THEY are not B&B people!
I hate to be a stick in the mud on this, but I really disagree with that. Some guests will knock themselves out to arrive just before the end of check-in time. In this case, 6pm. They arrive on time and find a note.
Traveling is more difficult for some guests than others. My personal rule is that unless all check-ins have arrived, the innkeeper on duty that day is to stay until the end of check-in time. Are there occasional exceptions? Sure. But ONLY if the guest was contacted first and understood that there would be no one there when they arrived and why (owner flying home tonight, innkeeper had a personal emergency, whatever).
Some folks are going to be difficult no matter what. But a lot of folks would be disappointed to find no one there when they arrived within the timeframe given.
I saw that as well but then I re-read her post which stated:
As with all our guests, their confirmation letters state that check-in is from 3-6 and if we are not available, there will be information left on the front porch for self check-in.
 
And another thing for those who think can't can't work out a key pad on the door or something, then you need to revoke their license and take their keys, if they are that out of touch with reality that they can't work out how to open a door and go to their room. I think we give people too little credit. Sure some need hand holding, but if there is no hand, there is no holding..
I do have to say that, of the guests who have mentioned it, the idea of letting themselves in and not bothering us was very well-received. This is on the phone when they make the rez, day of when they find themselves stranded in an airport or find they really need to stop and eat before they get here, have a family event that takes precedence, or those who just don't 'get' the idea of a B&B being a small property without front desk services, etc.
Really, all that is needed is a system that works for the property in question. And we've listed off a lot of them that work in a variety of locations.
But, we know some innkeepers who must control every movement their guests make for whom this just does not work. But that's a whole 'nother story.
.
Morticia said:
I do have to say that, of the guests who have mentioned it, the idea of letting themselves in and not bothering us was very well-received. This is on the phone when they make the rez, day of when they find themselves stranded in an airport or find they really need to stop and eat before they get here, have a family event that takes precedence, or those who just don't 'get' the idea of a B&B being a small property without front desk services, etc.
Really, all that is needed is a system that works for the property in question. And we've listed off a lot of them that work in a variety of locations.
But, we know some innkeepers who must control every movement their guests make for whom this just does not work. But that's a whole 'nother story.
I couldn't agree more. And what we see, at least for our locale, is that the people who are really into the b&b "experience" (as opposed to the area/location, etc.) are the ones who are always here as soon as check-in starts anyway. They want the full experience and so plan their day around getting here as soon as we'll let 'em in!
.
I basically agree with the self-check-in, but I've had the opposite experience with the traditional B&B guests. They have been the ones that expect to be greeted personally and want more interaction, especially at check-in. We had a VERY negative experience where a guest was left a very explicit note at the door, a phone number to call, etc. They let themselves in, went to their room, used the bathroom, then left. They left a note saying they felt "lost and abandoned", in all their years staying at b&bs had never not been greeted personally and they were not staying (3 night stay). He later demanded his deposit back and refused to pay for his early departure. It was a very bad experience for us. We did finally convince him we were keeping his deposit, but wouldn't charge for the remainder of his stay.
.
BD, sorry you had such a negative experience and I am glad you brought this up. Let us all learn from this bad experience! So a few of questions:
Were these guests late arrivals?
If so, had they told you in advance or were they just arriving in their due time?
Had you told them in advance that it would be a self check-in? Or after a certain time that it would be?
Have you changed your polices since this?
.
copperhead said:
BD, sorry you had such a negative experience and I am glad you brought this up. Let us all learn from this bad experience! So a few of questions:
Were these guests late arrivals?
If so, had they told you in advance or were they just arriving in their due time?
Had you told them in advance that it would be a self check-in? Or after a certain time that it would be?
Have you changed your polices since this?
This was a very interesting "case". When the guy called to make the reservation, I told him that his day of arrival was the same day we were flying back in from our vacation and that our innsitter would be here during the day. As with all our guests, their confirmation letters state that check-in is from 3-6 and if we are not available, there will be information left on the front porch for self check-in.
These were the only guests checking in that day and our innsitter was local. After she did her tasks in the afternoon, she found herself sitting and waiting, waiting, waiting. $$$ because we paid her by the hour. At 5:30 she decided to go home (10 minutes away) and left her phone # on the info and she was available if they needed her. The guest must have arrived just a few minutes before 6:00 and you know the rest of the story. We didn't know there was any problem until we arrived home from the airport about 11:30 that night and found too few cars in the parking lot and the key and note left at the door with their notes written on the back.
Since that incident, we have changed our check-in policy to read: "Our regular check in time is between 3:00pm & 6:00pm. If you find that you will be arriving late and have not notified us when making your reservation, please call us so we might be able to plan accordingly. Please, no early arrivals without calling first to see if your room will be available. We always try to greet you personally, but if we need to step away from the inn for a short time or your arrival is delayed and we are not able to greet you in person, there will be self check-in information left for you on the front porch."
.
BD - They had NO reason then to be this way! You had provided them all the needed info and your innsitter had provided them will all the info AND a way to contact her if they needed. THEY are not B&B people!
.
copperhead said:
They had NO reason then to be this way! You had provided them all the needed info and your innsitter had provided them will all the info AND a way to contact her if they needed. THEY are not B&B people!
I hate to be a stick in the mud on this, but I really disagree with that. Some guests will knock themselves out to arrive just before the end of check-in time. In this case, 6pm. They arrive on time and find a note.
Traveling is more difficult for some guests than others. My personal rule is that unless all check-ins have arrived, the innkeeper on duty that day is to stay until the end of check-in time. Are there occasional exceptions? Sure. But ONLY if the guest was contacted first and understood that there would be no one there when they arrived and why (owner flying home tonight, innkeeper had a personal emergency, whatever).
Some folks are going to be difficult no matter what. But a lot of folks would be disappointed to find no one there when they arrived within the timeframe given.
.
In hindsight, I wish the innsitter had not left a little early, but I backed her decision because over the years she had proven herself to me and I respected her decision making skills. I have since changed my check-in policy to inform guests that it's possible that we could be away from the inn even during regular check-in hours.
It turned out this guest was a Dr. and was probably used to having everyone at his beck and call. This is an unusual circumstance we went through, but I still think about it whenever we do the self check-in. I know I should just lighten up, but it's difficult!
 
And another thing for those who think can't can't work out a key pad on the door or something, then you need to revoke their license and take their keys, if they are that out of touch with reality that they can't work out how to open a door and go to their room. I think we give people too little credit. Sure some need hand holding, but if there is no hand, there is no holding..
I do have to say that, of the guests who have mentioned it, the idea of letting themselves in and not bothering us was very well-received. This is on the phone when they make the rez, day of when they find themselves stranded in an airport or find they really need to stop and eat before they get here, have a family event that takes precedence, or those who just don't 'get' the idea of a B&B being a small property without front desk services, etc.
Really, all that is needed is a system that works for the property in question. And we've listed off a lot of them that work in a variety of locations.
But, we know some innkeepers who must control every movement their guests make for whom this just does not work. But that's a whole 'nother story.
.
Morticia said:
I do have to say that, of the guests who have mentioned it, the idea of letting themselves in and not bothering us was very well-received. This is on the phone when they make the rez, day of when they find themselves stranded in an airport or find they really need to stop and eat before they get here, have a family event that takes precedence, or those who just don't 'get' the idea of a B&B being a small property without front desk services, etc.
Really, all that is needed is a system that works for the property in question. And we've listed off a lot of them that work in a variety of locations.
But, we know some innkeepers who must control every movement their guests make for whom this just does not work. But that's a whole 'nother story.
I couldn't agree more. And what we see, at least for our locale, is that the people who are really into the b&b "experience" (as opposed to the area/location, etc.) are the ones who are always here as soon as check-in starts anyway. They want the full experience and so plan their day around getting here as soon as we'll let 'em in!
.
I basically agree with the self-check-in, but I've had the opposite experience with the traditional B&B guests. They have been the ones that expect to be greeted personally and want more interaction, especially at check-in. We had a VERY negative experience where a guest was left a very explicit note at the door, a phone number to call, etc. They let themselves in, went to their room, used the bathroom, then left. They left a note saying they felt "lost and abandoned", in all their years staying at b&bs had never not been greeted personally and they were not staying (3 night stay). He later demanded his deposit back and refused to pay for his early departure. It was a very bad experience for us. We did finally convince him we were keeping his deposit, but wouldn't charge for the remainder of his stay.
.
BD, sorry you had such a negative experience and I am glad you brought this up. Let us all learn from this bad experience! So a few of questions:
Were these guests late arrivals?
If so, had they told you in advance or were they just arriving in their due time?
Had you told them in advance that it would be a self check-in? Or after a certain time that it would be?
Have you changed your polices since this?
.
copperhead said:
BD, sorry you had such a negative experience and I am glad you brought this up. Let us all learn from this bad experience! So a few of questions:
Were these guests late arrivals?
If so, had they told you in advance or were they just arriving in their due time?
Had you told them in advance that it would be a self check-in? Or after a certain time that it would be?
Have you changed your polices since this?
This was a very interesting "case". When the guy called to make the reservation, I told him that his day of arrival was the same day we were flying back in from our vacation and that our innsitter would be here during the day. As with all our guests, their confirmation letters state that check-in is from 3-6 and if we are not available, there will be information left on the front porch for self check-in.
These were the only guests checking in that day and our innsitter was local. After she did her tasks in the afternoon, she found herself sitting and waiting, waiting, waiting. $$$ because we paid her by the hour. At 5:30 she decided to go home (10 minutes away) and left her phone # on the info and she was available if they needed her. The guest must have arrived just a few minutes before 6:00 and you know the rest of the story. We didn't know there was any problem until we arrived home from the airport about 11:30 that night and found too few cars in the parking lot and the key and note left at the door with their notes written on the back.
Since that incident, we have changed our check-in policy to read: "Our regular check in time is between 3:00pm & 6:00pm. If you find that you will be arriving late and have not notified us when making your reservation, please call us so we might be able to plan accordingly. Please, no early arrivals without calling first to see if your room will be available. We always try to greet you personally, but if we need to step away from the inn for a short time or your arrival is delayed and we are not able to greet you in person, there will be self check-in information left for you on the front porch."
.
BD - They had NO reason then to be this way! You had provided them all the needed info and your innsitter had provided them will all the info AND a way to contact her if they needed. THEY are not B&B people!
.
copperhead said:
They had NO reason then to be this way! You had provided them all the needed info and your innsitter had provided them will all the info AND a way to contact her if they needed. THEY are not B&B people!
I hate to be a stick in the mud on this, but I really disagree with that. Some guests will knock themselves out to arrive just before the end of check-in time. In this case, 6pm. They arrive on time and find a note.
Traveling is more difficult for some guests than others. My personal rule is that unless all check-ins have arrived, the innkeeper on duty that day is to stay until the end of check-in time. Are there occasional exceptions? Sure. But ONLY if the guest was contacted first and understood that there would be no one there when they arrived and why (owner flying home tonight, innkeeper had a personal emergency, whatever).
Some folks are going to be difficult no matter what. But a lot of folks would be disappointed to find no one there when they arrived within the timeframe given.
.
Innkeeper To Go said:
copperhead said:
They had NO reason then to be this way! You had provided them all the needed info and your innsitter had provided them will all the info AND a way to contact her if they needed. THEY are not B&B people!
I hate to be a stick in the mud on this, but I really disagree with that. Some guests will knock themselves out to arrive just before the end of check-in time. In this case, 6pm. They arrive on time and find a note.
Traveling is more difficult for some guests than others. My personal rule is that unless all check-ins have arrived, the innkeeper on duty that day is to stay until the end of check-in time. Are there occasional exceptions? Sure. But ONLY if the guest was contacted first and understood that there would be no one there when they arrived and why (owner flying home tonight, innkeeper had a personal emergency, whatever).
Some folks are going to be difficult no matter what. But a lot of folks would be disappointed to find no one there when they arrived within the timeframe given.
I saw that as well but then I re-read her post which stated:
As with all our guests, their confirmation letters state that check-in is from 3-6 and if we are not available, there will be information left on the front porch for self check-in.
.
copperhead said:
I saw that as well but then I re-read her post which stated:
As with all our guests, their confirmation letters state that check-in is from 3-6 and if we are not available, there will be information left on the front porch for self check-in.
Good point. But as someone who has used the self check-in system an awful lot, I still think guests should be contacted and told that no one will be there. Even if already set up for a late check in, I would call and remind them and make sure they have their code with them. If they just haven't showed up, I'd still have called and left a message telling them we'd run their card and left a note with instructions and phone number.
But that's just me.
And if check-in was until 6, I'd have stayed til 6. If it was a part-time innkeeper working for me, they'd have stayed til 6.
After hours, all bets are off. But if you're not there during check-in hours, you're bound to get some bad feedback on that. IMHO.
 

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