What would YOU complain about?

[JBloggs]

JB...are your check in and checkout times prominently displayed on your website? I looked, but did not see them, at least not until I was partially into a reservation request, and then I had to click a seperate link to read them....I as a guest might not think to click that link, and so might be clueless as to your policies....but as an Innkeeper looking specifically for those policies, I had to search. And I hope you know I don't bring it up to tweak you off....
BTW, I like the looks of the reservationkey program...and may be tempted to give it a whirl!.

JB...are your check in and checkout times prominently displayed on your website? I looked, but did not see them, at least not until I was partially into a reservation request, and then I had to click a seperate link to read them....I as a guest might not think to click that link, and so might be clueless as to your policies....but as an Innkeeper looking specifically for those policies, I had to search. And I hope you know I don't bring it up to tweak you off....
BTW, I like the looks of the reservationkey program...and may be tempted to give it a whirl!

As you know this is the first full week of the new program, so until then, yes it was prominently displayed and they must AGREE to it with a tick box and then it is FIRST LINE on their reservation confirmation that says "Our inn OPENS AT 4pm. Check in is from 4pm -"
By commenting, I am not actually asking for a critique, and no I am not tweaked off , I have a sign on the front door that states the same and I don't answer the door. I am speaking for others who cannot hide within their inns, who must take early check ins.
Check out time is in the room and on the confirmation. Breakfast is on the confirmation and in the dining room and mentioned at check in.

 

[Morticia]

JB...are your check in and checkout times prominently displayed on your website? I looked, but did not see them, at least not until I was partially into a reservation request, and then I had to click a seperate link to read them....I as a guest might not think to click that link, and so might be clueless as to your policies....but as an Innkeeper looking specifically for those policies, I had to search. And I hope you know I don't bring it up to tweak you off....
BTW, I like the looks of the reservationkey program...and may be tempted to give it a whirl!.

We get most of our reservations on the phone so the guest gets the whole spiel. We tell when check in is and then ask for an approximate arrival time. You'd be amazed (or not!) at how many times we say, 'Check in is from 3-7 PM, about when in that time frame do you think you'll be arriving?' and we hear, 'We'll be there at noon.'
Again, 'Check in starts at 3 PM, if you would like to leave your car here at noon, that is fine. But no check-ins until after 3 PM.'
And then, 'We'll just put out bags in the room and then leave.'
They are bound and determined that they will be in their room at noon, regardless what we say.
And they won't because they don't even get to peek at the room until it is clean. But they try.
And when they do eventually ring the bell at noon they'll say, 'The person I talked to said it was ok if we drop our bags off at noon.'

 

[Alice I. W.]

Can I remind everyone that allowing guests to check in outside of check in hours hurts all of us. As mentioned guests are determined to do what they want - even though you have given them the check in times PRIOR to check in, you the innkeeper cannot stop them. they say. When you have other rooms in residence it is not as easy to lock the front door and pull the shades, but the nicer everyone is with bending the rules/policies the more it hurts everyone.
The guests I allowed to check in early this past weekend did not leave at check out time on Sunday. As I mentioned to others - they STOLE FROM US. Our entire family was ready to roll and we had to bang on their door to ask them to check out - and what a shock, they had not even packed yet at 11am, and it ruined our entire day - all plans out the window.
I need to toughen up and charge late check out fees. I NEED TO! I am a sook and DH convinces me 'Just hang on they are leaving soon' and then I get irritated and everybody else pays.
They WILL take advantage is you allow it. I am saying this aloud to myself as to anyone else.
Non Innkeepers are reading this agast right now, they do not understand and think I am a butt head. Well if every single weekend you cater your entire schedule and life to guests (which is what we do in this business rightly so) and you have an event planned when NO guests are there and they take advantage of YOUR TIME, it causes great angst..

As a non-innkeeper, I am not shocked at all. Unless it were some emergency (medical, etc.), I think you should charge whatever your policies state. Most people understand that there are policies; some people will never care. It's your business, you decide when to bend, or not.
.

As a non-innkeeper, I am not shocked at all. Unless it were some emergency (medical, etc.), I think you should charge whatever your policies state. Most people understand that there are policies; some people will never care. It's your business, you decide when to bend, or not.

See, what you're saying is as an honest person who would NEVER invent an emergency to get out of paying. What we hear all the time are emergencies. Then again, we hear some fairly lame reasons too.
On the flip side of the emergency coin, tho, is that I held this room, turning away other guests, sometimes for months on end. I am not going to be held responsible for your family emergencies. No one has ever refunded me when I had to cancel. Every last place waved their policies in my face.
So, car accident put you in the hospital? Sorry, you booked the room. Sibling had a nervous breakdown? Sorry, you booked the room.
Rooms area perishable commodity. I cannot sell the room twice on Saturday after you cancelled on Friday.
And I would say that the times I caved on the policy were never greeted with thanks and another reservation down the line. ONCE someone rebooked the following year. So, I am not losing potential future business by charging for the room.
.

I understand more than you could know! We have been in business (small business!) for 30+ years providing 24/7 care for disabled vets. I could go on and on about the policies that we bend regularly because for us it is a good investment in good will; we also have to 'lose business' sometimes because a line must be drawn; all I'm saying is that if it is starting to cause angst and anger, everything suffers and it is not always worth it. Yes, we all have to bite the bullet sometimes and smile when we want to pull our hair out, but if the policies are to help make things run smoother, use them when you feel it is needed.

 

[Innkeeper To Go]

JB...are your check in and checkout times prominently displayed on your website? I looked, but did not see them, at least not until I was partially into a reservation request, and then I had to click a seperate link to read them....I as a guest might not think to click that link, and so might be clueless as to your policies....but as an Innkeeper looking specifically for those policies, I had to search. And I hope you know I don't bring it up to tweak you off....
BTW, I like the looks of the reservationkey program...and may be tempted to give it a whirl!.

We get most of our reservations on the phone so the guest gets the whole spiel. We tell when check in is and then ask for an approximate arrival time. You'd be amazed (or not!) at how many times we say, 'Check in is from 3-7 PM, about when in that time frame do you think you'll be arriving?' and we hear, 'We'll be there at noon.'
Again, 'Check in starts at 3 PM, if you would like to leave your car here at noon, that is fine. But no check-ins until after 3 PM.'
And then, 'We'll just put out bags in the room and then leave.'
They are bound and determined that they will be in their room at noon, regardless what we say.
And they won't because they don't even get to peek at the room until it is clean. But they try.
And when they do eventually ring the bell at noon they'll say, 'The person I talked to said it was ok if we drop our bags off at noon.'
.

And when they do eventually ring the bell at noon they'll say, 'The person I talked to said it was ok if we drop our bags off at noon.'

That's the one that always cracks me up.
I usually say, "Well, that would have been me so let me recheck the notes I would have made when you called." Invariably, I then come back with, "No, it looks like we spoke on x-date at x-time and I told you that, no, we couldn't accommodate an early arrival."
That, of course, is why I'm a big believer in documentation.

 

[Samster]

There is such a thing as the princess and the pea syndrome. We have all had it.
or we even have this:

1. The innkeepers would not leave us alone, and badgered us, were always around.
2. Same day diff guests, same attention from hosts: The innkeepers were not very friendly and did not give us much of their time.

It is all perspective. No inn is perfect and if you expect perfection you will be disappointed.
People are different and do things differently:

1. one is ticked because they wanted to come in and make our bed,
2. the other is ticked because they left us alone and did not make our bed.

You all know we need to be mind readers in this business, and it doesn't always happen.
The example I gave about the couple checking in early much to the innkeeper's chagrin is always with me, after pleading with her as they had driven all day and then wrote a terrible review will always stick with me.

1. DUST EVERYWHERE - DIRTY. (She had talcum bombers and was trying to clean it when they arrived at NOON to check in)
2. Stuffed bunnies and bears - horrible decor (again arrived at noon, she had a shop in town and was moving all these for some Bear show and had them at the inn for a couple hours)
3. Old newspapers and magazines lying around (these were regionally tourism mags that only come out quarterly, it was fall, these were the fall issues)
4. Innkeeper Attitude (Gee wonder why? She was on her own trying to get all this done in a hurry when they barged in and demanded their room at noon.

I know all this as they stayed here the next night and told me all about it before writing their horrible review. She was the Prez of the B&B assoc in her state I found out later and runs an ABOVE PAR B&B)
So folks, it is all in the eye of the beholder. I was appalled at what these guests told me, appalled, and then to find out the rest of the story later. So unless it was ME THERE in my experience and my knowledge of the situation, I won't recommend writing a review. As I DID to this couple...I will never again. I had to call and apologize to that innkeeper. I suggested the review. Yes, me. I won't ever again..

So folks, it is all in the eye of the beholder. I was appalled at what these guests told me, appalled, and then to find out the rest of the story later. So unless it was ME THERE in my experience and my knowledge of the situation, I won't recommend writing a review. As I DID to this couple...I will never again. I had to call and apologize to that innkeeper. I suggested the review. Yes, me. I won't ever again.

Very, very good point.
.

So folks, it is all in the eye of the beholder. I was appalled at what these guests told me, appalled, and then to find out the rest of the story later. So unless it was ME THERE in my experience and my knowledge of the situation, I won't recommend writing a review. As I DID to this couple...I will never again. I had to call and apologize to that innkeeper. I suggested the review. Yes, me. I won't ever again.

Very, very good point.

I just looked to see if they ever posted a mgmt response and they didn't.
Now here is a lesson to us all - when guests ask to see the other rooms and we TELL them I am sorry they are not available, or they are not finished and they say "oh no no no that is fine!" And keep them out of your quarters, including your kitchen - again - prospective is everything - I will just cut n paste parts of it (I am not making excuses for this B&B at all - but it may not have been what they thought):
This was a dirty, filthy, dusgusting place and I do not recommend! My husband & I planned a nice romantic get-a-way. We planned on staying several nights.
We were the only ones staying. He was very nice. He showed us around and told us to make ourselves at home. I asked him if we could look around at the other rooms and he said yes. He then left. What we found was the unthinkable. We could overlook the old fruit on the den coffee table and the peanuts all over the table. we also overlooked the upstairs rooms that were not clean, beds unmade. All of the floors needed vacuuming and dusting, including the room that we were in. It had been a long time since it had been cleaned. What made us nauseous was the kitchen. This is what we found: a big cat, a dog, toenail clippers on the bar, papers all over the floor and bar, dirty dishes piled on the counter and in the sink, open containers of canned food in the refrigerator with spoons in them as if they had been eating out of the cans. The smell was awful. The oven door was open. We were appalled at what we saw. There was no food in the refrigerator or freezer to even prepare for our "scrumptious breakfast".
.

Holy cow. They went into the innkeeper's qtrs, too?
Never, ever let guests into our space. Never. Not even the ones who have become friends. It's where we let our hair down! We've had kids run thru, tho, but I shoo them back out. (One kid recently looking for the elevator. He was so funny!)
And never let guests see rooms that aren't made up and spotless. We had a full house a couple of weekends ago and got some lookie lous wanting info for the summer. There were some guests in the dining room when I opened the door and when I told the lookers I couldn't show them any rooms, the guests very graciously offered to let them see their room. We hadn't been in to clean it so I said, 'Not on your Nellie! How do I know what you two got up to in that room last night! wink, wink'
Everyone laughed but the lookers got the point that they weren't seeing rooms that weren't open.
.

Holy cow. They went into the innkeeper's qtrs, too?
Never, ever let guests into our space. Never. Not even the ones who have become friends. It's where we let our hair down! We've had kids run thru, tho, but I shoo them back out. (One kid recently looking for the elevator. He was so funny!)
And never let guests see rooms that aren't made up and spotless.

Ditto. Under no circumstances should lookers have access to any unclean rooms or the common areas either if they haven't been cleaned for guests yet. And the private quarters, well, that's off-limits no matter what.
Sadly, I've seen the situation JB described played out over and over again. And every time the innkeeper told me they were just trying to be nice to the early arrivals or to persistent lookers.
If the rooms aren't ready, it's just going to backfire every single time. Guests give us no points for good intentions.
.

Our major problem with the common areas is that I use them for laundry. So, 75% of the time when guests arrive early, they get a pile of laundry looking back at them. It's all put away by 3 PM, but it's all out in the open up until that point.
And I hate that. That one thing probably stresses me out more than anything in the summer. Guests who HAVE to get in before it's time and the inn not being the way I want it.
BTW, even if I don't open the door, guests are looking right into the space where the laundry is so it's the first thing they see. Pulling down the shades makes it look like we're closed for business, not the look I want, either.
I was told to say, 'We're still working on getting the laundry to put itself away.' And then move on.
Worse yet is when it is my personal laundry! I try to hustle that away but if you ring the bell and I'm hanging shirts, it's all right there.
.

That is a major problem. :-( I feel for you.

 

[JBloggs]

"Many bar owners are surprised to learn that 92% of unhappy guests never complain, but instead never visit the bar again.
Studies have shown that a happy guest will tell five people of their pleasant experiences, but an unhappy guest will tell twenty people of their unpleasant experiences."
from Do you Use Mystery Customers
article here http://www.thebarblogger.com/do-you-use-mystery-customers-in-your-bar/

 

[Morticia]

"Many bar owners are surprised to learn that 92% of unhappy guests never complain, but instead never visit the bar again.
Studies have shown that a happy guest will tell five people of their pleasant experiences, but an unhappy guest will tell twenty people of their unpleasant experiences."
from Do you Use Mystery Customers
article here http://www.thebarblogger.com/do-you-use-mystery-customers-in-your-bar/.

I'd have to say that's pretty true.
I do know that I still rave about a place that gave me champagne on arrival when I told them it was a special reason I was going to them. And that was 25 years ago and the place is long gone.
But I also know that I'm not going to forget the names of the places I had problems with. One of them 20 years ago that refused to refund my money even tho a hurricane was coming. And I never went back. It did not matter that they had the lowest rates around and it was the kind of kitschy place I like. I paid twice as much to stay with their competition in future years (who probably had the same policies, I just never had to put them to the test!)

 

[JBloggs]

Things we have discussed and are quite simple and easily overlooked:
"An extensive report is compiled on the visit covering every area from car parking to the final farewell,"
This needs its own thread.
Do you say farewell and see your guests off or are you busy cleaning up from breakfast and just wave them goodbye?
I believe this is the difference in a hotel vs a personable B&B experience.
"Only by truly seeing from a guest’s perspective, can you get a true feeling for the needs and expectations of each customer."
And this will spawn the usual comments - I don't like helo-hovering, like to be left alone blah blah blah
My theory - everyone wants a smile, a handshake, a well wish. No one wants to be ignored. Service s/b top priority.

 

[Morticia]

Things we have discussed and are quite simple and easily overlooked:
"An extensive report is compiled on the visit covering every area from car parking to the final farewell,"
This needs its own thread.
Do you say farewell and see your guests off or are you busy cleaning up from breakfast and just wave them goodbye?
I believe this is the difference in a hotel vs a personable B&B experience.
"Only by truly seeing from a guest’s perspective, can you get a true feeling for the needs and expectations of each customer."
And this will spawn the usual comments - I don't like helo-hovering, like to be left alone blah blah blah
My theory - everyone wants a smile, a handshake, a well wish. No one wants to be ignored. Service s/b top priority..

Even if I am in the middle of eating my breakfast, I will pop out to say goodbye IF I hear the guests leaving. I try to keep an ear open when we're cleaning and I will tear down the stairs to say goodbye. And it's not just to make sure they've left the keys, but that is part of it!
We are so far from 'heli-hovering' it isn't funny! Not as far as 'if you see us it's purely by accident' but we have a bell for a reason.
I guess a separate thread with what constitutes 'service' from the guest's POV is a good idea. We've all been guests, what is 'minimum' service and what is 'wow!' service and what is 'go away and leave me alone' service?
I know we are waaaay chattier in the winter when we've been rolling around here like two peas in a really big can.

 

[Innkeeper To Go]

Things we have discussed and are quite simple and easily overlooked:
"An extensive report is compiled on the visit covering every area from car parking to the final farewell,"
This needs its own thread.
Do you say farewell and see your guests off or are you busy cleaning up from breakfast and just wave them goodbye?
I believe this is the difference in a hotel vs a personable B&B experience.
"Only by truly seeing from a guest’s perspective, can you get a true feeling for the needs and expectations of each customer."
And this will spawn the usual comments - I don't like helo-hovering, like to be left alone blah blah blah
My theory - everyone wants a smile, a handshake, a well wish. No one wants to be ignored. Service s/b top priority..

Do you say farewell and see your guests off or are you busy cleaning up from breakfast and just wave them goodbye?
I believe this is the difference in a hotel vs a personable B&B experience.

Unless they've left early, I make it a point to give them as warm a farewell as a welcome. I personally believe it's critical to the whole guest cycle. It's a chance to ask them how everything went and get feedback on anything that needs improving. When they can say it to you and know that you're listening, I believe they're less inclined to write a bad review or tell others. Works for me. Have NEVER had a bad review.
It's also a chance to make sure the goodwill continues through to their next stop. Driving directions. Help with reservations at the next stop on the way, which is a great opportunity to connect guests with inns that I love. Advice about avoiding certain roads at certain times of the day.
Basically it, to me, is an extremely valuable opportunity to complete the bonding with the guest. I don't waste it.

 

[JBloggs]

Things we have discussed and are quite simple and easily overlooked:
"An extensive report is compiled on the visit covering every area from car parking to the final farewell,"
This needs its own thread.
Do you say farewell and see your guests off or are you busy cleaning up from breakfast and just wave them goodbye?
I believe this is the difference in a hotel vs a personable B&B experience.
"Only by truly seeing from a guest’s perspective, can you get a true feeling for the needs and expectations of each customer."
And this will spawn the usual comments - I don't like helo-hovering, like to be left alone blah blah blah
My theory - everyone wants a smile, a handshake, a well wish. No one wants to be ignored. Service s/b top priority..

Do you say farewell and see your guests off or are you busy cleaning up from breakfast and just wave them goodbye?
I believe this is the difference in a hotel vs a personable B&B experience.

Unless they've left early, I make it a point to give them as warm a farewell as a welcome. I personally believe it's critical to the whole guest cycle. It's a chance to ask them how everything went and get feedback on anything that needs improving. When they can say it to you and know that you're listening, I believe they're less inclined to write a bad review or tell others. Works for me. Have NEVER had a bad review.
It's also a chance to make sure the goodwill continues through to their next stop. Driving directions. Help with reservations at the next stop on the way, which is a great opportunity to connect guests with inns that I love. Advice about avoiding certain roads at certain times of the day.
Basically it, to me, is an extremely valuable opportunity to complete the bonding with the guest. I don't waste it.
.

Do you say farewell and see your guests off or are you busy cleaning up from breakfast and just wave them goodbye?
I believe this is the difference in a hotel vs a personable B&B experience.

Unless they've left early, I make it a point to give them as warm a farewell as a welcome. I personally believe it's critical to the whole guest cycle. It's a chance to ask them how everything went and get feedback on anything that needs improving. When they can say it to you and know that you're listening, I believe they're less inclined to write a bad review or tell others. Works for me. Have NEVER had a bad review.
It's also a chance to make sure the goodwill continues through to their next stop. Driving directions. Help with reservations at the next stop on the way, which is a great opportunity to connect guests with inns that I love. Advice about avoiding certain roads at certain times of the day.
Basically it, to me, is an extremely valuable opportunity to complete the bonding with the guest. I don't waste it.

And let's face it, even the Pita's we are compelled to wish them well and on their way...it just comes naturally.

 

[Innkeeper To Go]

Things we have discussed and are quite simple and easily overlooked:
"An extensive report is compiled on the visit covering every area from car parking to the final farewell,"
This needs its own thread.
Do you say farewell and see your guests off or are you busy cleaning up from breakfast and just wave them goodbye?
I believe this is the difference in a hotel vs a personable B&B experience.
"Only by truly seeing from a guest’s perspective, can you get a true feeling for the needs and expectations of each customer."
And this will spawn the usual comments - I don't like helo-hovering, like to be left alone blah blah blah
My theory - everyone wants a smile, a handshake, a well wish. No one wants to be ignored. Service s/b top priority..

Do you say farewell and see your guests off or are you busy cleaning up from breakfast and just wave them goodbye?
I believe this is the difference in a hotel vs a personable B&B experience.

Unless they've left early, I make it a point to give them as warm a farewell as a welcome. I personally believe it's critical to the whole guest cycle. It's a chance to ask them how everything went and get feedback on anything that needs improving. When they can say it to you and know that you're listening, I believe they're less inclined to write a bad review or tell others. Works for me. Have NEVER had a bad review.
It's also a chance to make sure the goodwill continues through to their next stop. Driving directions. Help with reservations at the next stop on the way, which is a great opportunity to connect guests with inns that I love. Advice about avoiding certain roads at certain times of the day.
Basically it, to me, is an extremely valuable opportunity to complete the bonding with the guest. I don't waste it.
.

Do you say farewell and see your guests off or are you busy cleaning up from breakfast and just wave them goodbye?
I believe this is the difference in a hotel vs a personable B&B experience.

Unless they've left early, I make it a point to give them as warm a farewell as a welcome. I personally believe it's critical to the whole guest cycle. It's a chance to ask them how everything went and get feedback on anything that needs improving. When they can say it to you and know that you're listening, I believe they're less inclined to write a bad review or tell others. Works for me. Have NEVER had a bad review.
It's also a chance to make sure the goodwill continues through to their next stop. Driving directions. Help with reservations at the next stop on the way, which is a great opportunity to connect guests with inns that I love. Advice about avoiding certain roads at certain times of the day.
Basically it, to me, is an extremely valuable opportunity to complete the bonding with the guest. I don't waste it.

And let's face it, even the Pita's we are compelled to wish them well and on their way...it just comes naturally.
.

And let's face it, even the Pita's we are compelled to wish them well and on their way...it just comes naturally.

Yes, and we're naturally very happy to send them on their way if they were PITAs during their stay.