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Guests

I have been receiving guests who do not make the reservations themselves and therefore do not read my Booking page, house rules or anything else. The last ones got here expecting (for 24 dollars!!) a full pension hotel, when I clearly advertise that this is a bed and breakfast and give full details of what is to be expected. The lady said she was allergic and she required special replacement foods, which I provided. They "demanded" food at night, which I was neither able nor willing to provide. They asked for some kind of financial rebate when they left for the "services not received", which I politely refused to give, and when they left they took replacement toilet rolls, soap bars and unopened bricks of milk and orange juice to the point that I went through the house to check that they had not taken anything else.  Really unpleasant experience.

I always write to the guest when I receive a reservation, detail what I provide and invite their feedback should they have special requests. It is disheartening when they complete it ignore you and then act as if they have been let down. I have been seriously considering giving up my host experience. Pity.

4 Replies

7
Katerinka12

Put "bed and breakfast" in your title

As an option you can also put text on pictures to bring attention to your working hours and accommodation type.

Send your House rules together with welcome message.

Hide all replacements!

1 month ago
2
Rialina2002

I do all that. I have a welcoming message explaining what a bed and breakfast is. Same for house rules. Nothing has worked, except with Northern Europeans that know exactly what it is and appreciate the standing...

1 month ago
7
Katerinka12

Cultural misunderstandings do always happen.

Did you write "Please, manage your expectations when you book Bed and Breakfast at $24"?

"We strictly follow Booking rules and local standards. Please, do not expect:
- breakfast at night. Our hours for food delivery xxx
- sorry, no special diet requests
Etc

1 month ago
2
Rialina2002

I do not mind the special diet or other requests, but they have to give me the heads up. They cannot expect me to run a supermarket/pharmacy together with the B&B! I have a dedicated breakfast room with a fridge, kettle and oven, as well as dishes, cutlery, etc.. I explain to the guests, when they arrive, that they may buy food and have it in the fridge which is for their exclusive use. It is not cultural misunderstanding, it is a matter of plain education and good manners.

1 month ago