user avatar image
1
TCL

Report Guest Misconduct

We reported guest misconduct from the case that guest smoked in the non-smoking room. Room need to be clean over a week to clear cigarette smell . We can't charged guest too.


Booking.com response to us that 

"Please provide us with clear photos of damage. We'll review the documents and if the claim is valid, we'll waive the entire commission fee for this reservation"

Need help, how could we provide photos of damage in case like this? Do Booking.com really want to help?

9 Replies

7
pibomarco

You can't. For example I have a Room with balcony, they smoked outside and the smell was also existing in the room, with the balcony doors open etc.. So it is hard to "proove" in this case.
What you should do is taking "damage deposits" and inspect the room/apartments after checkout.
Prevention is the most effective way.
You will get nothing from this, so better get over it as soon as possible. :)

1 year ago
1
Kevin Baldwin

we have a notice in the rooms saying that they will be fined for smoking, if they do we just charge the card and notify the guest afterwards.

1 year ago
1
Info

We had this a guest smoked in a room and a back to back booking so impossible to get rid of the smell- if you charge the guest you just a terrible review- and people hold this over you- if we 'report guest misconduct' and charge a guest do they still get to review us??

1 year ago
7
pibomarco

I would take a charge for a bad review anytime. Few lousy reviews doesn't hurt our businesses. Damages does. You can still reply to the review. If it is untrue, you can go to extranet and send a message to Booking.com (they have a special section for reviews). But doubt it would be in any help.. I would be happy if I was able to charge the guest for the misconduct.In most cases I can't, because they empy or cancel their credit card.

1 year ago
1
Lizzydennis 30

I would like to log a guest misconduct, where can I do this on the site? I would like to have this logged for other properties to take note of these guests so they do not face the same. Guest did not want to pay as per the terms and conditions on arrival of which they were notified at the time of booking.

We also received complaints from other property owners at the premises due to the disturbance caused by these guests, they were also abusive towards the staff at the property when they were informed about the the complaint.

They had additional people at the property not booked for. It is also noted in the review posted they were supposedly a family traveling with young children, all were in the age range if 25 to 60yrs. There were no young children.

They left the property unattended and unlocked on check out with the keys inside even though a time had been agreed to meet them for check out. They could have informed they need to leave earlier and we would have met them. We arrived at the time agreed. We could have been burgled as the property was not secured or checked before leaving.

1 year ago
1
Campsheathbarn

Hello Lizzy - we have just had exactly the same thing happen to us - our neighbours of the property we let out have informed us that there has been no one in the property since Monday morning and all the windows have been left open, it is now Tue evening and the guest had booked until Wed morning. They did not answer their phone and when we got there to check the back door was unlocked and and the keys were in the front door. There was no car there or personal belongings so it was clear they had left early. So our property had been left empty and unlocked for nearly two days.

The garden was full of dirty crockery, glasses, beer bottles, half eaten food and cigarette ends where they had been eating outside on the barbeque, and inside all the rooms including bedrooms were full of dirty plates with food left on them, and the kitchen was also full of dirty saucepans. There were also used sanitary towels on the bathroom floor. Thankfully the weather was good so they seem to have cooked outside if not I dread to think what it would have been like inside.

I will be contacting Booking.com in the morning there seems to be a report misconduct on the guest reservation so will be using this - I have closed availability of the property for the time being and am considering using a different site where you can vet customers more thoroughly before they book.

1 year ago
5
monet208

We charge the guest for all damage.labour charges and all loss of bookings

This is in the room information

1 year ago
1
Maggie - Wiley…

I had a professional male who was rendezvousing with his female friend at the Wiley Coyote. He arrived with the largest bottle of bourbon I have ever seen, which gave me pause to worry. When his lady friend arrived, off they went to the bedroom. I had asked what time they would want breakfast in the morning and he indicated it was not necessary as they would be leaving very early. I awoke to voices at 5.45AM next day and went out to the kitchen. She was sitting on the stool eating a whole yellow pepper from my fridge (could this be breakfast (?)) and drinking beer which she had stolen from my fridge before the sun was up, and now she had a 5-hour drive ahead of her. I can only assume they had both been drinking bourbon all night because the bed was not messed up. Although I do not sell liquor on my premises, "I" felt a strong sense of responsibility that they were going to drive while intoxicated. I will not host this couple again.

1 year ago
1
Soniagrobler

1. The guests blocked our housekeeper after the first morning. She reminded them that they were not allowed to smoke in the house. She could not enter again.

2. It took us three days to get rid of the overwhelming tobacco and liquor smell.

3. Five empties had to be cleared: Klipdrift, Three Ships, Smirnoff, Bells and Strawberry Lips(Tequila)

4. They booked and paid for two people. Four people stayed. Three adults and an approx thirteen-year-old girl.

5. They wrote a terrible review of our sacred place.

11 months ago