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Last minute changes from guests

Hello partners!

I am new in booking and I was receiving last minute changes from the guests and I have to say how difficut it is, because it always depends on the client...some people accept that if you book a room for 2, but the day of the check-in only 1 person is presented saying that the other one could not came, and if it is possible to make a discount...so, it happens to me twice and my policy is the same for everyone, not my fault. The problem is when a guest threats to leaving your property and make a bad review, it force me to be flexible with their demands...

What to you do with last minute changes??? I want to be flexible but, at the same time, respect our own policies, being fair with everyone...Thanks!

5 Replies

1
Enidrichmond

Personally I bite the bullet and adapt to the guests request. It’s not worth stressing over for the few times it happens. I like to make my guests welcome and happy.

1 year ago
1
Apartment Jolie

Our guests sould be in the first place, somethimes you win and somethimes you dont...

Enidrichmond you are right

Regards

Iva and Kreso

1 year ago
1
Nudelcanggu

For me if we selling a unit room we will inform nicely to a client , we charge room not a person since we offer the privacy not like it dorm. if you offer the breakfast included we could reduce the price only for the breakfast cost. everyone should be happy with that .

1 year ago
1
Charming House…

In fairness to all my guests that cancel or make changes, I always try to stick to my cancellation policy. Otherwise, the more demanding guests get treated more favourably than others. I tend to look at it this way, if they booked a flight and decided not to take it, would they expect an airline to refund them their money? We have cancellation and booking policies for a reason and guests need to respect this. People need to take responsibility of their own planning and booking and cancellation policies are made very clear when they are making the booking. In fact, with Booking.com, they have to agree 4-5 time to booking policies and fine print before they complete the booking.

Always remain polite with your responses, but stand firm. If they threaten a negative review, you can always contact Booking.com through the extranet to make them aware that this may happen and they will assure you if unfairly negative reviews are made, they will review them and not have them added to your listing.

1 year ago
1
Charming House…

Sometimes changes and cancellations may occur through to some unforeseeable event. In such cases, I always tell my guests, that again, in fairness to all guests to receive the same treatment, I tell guests that our cancellation policy is something that we adhere to unless there is extenuating circumstances, such as a unexpected death, serious illness/injury, natural disaster, etc. If they can provide evidence of such, then I will consider issuing a refund.

1 year ago