Changing Dates instead of Cancelling Reservation
Good afternoon all,
I'm hoping someone can perhaps guide me.
My Payment policy says strictly no cancelling within 60 days and a Prepayment of the full ammount can be asked at any time. So I contact the guest immediately after the Grace peroid (4 hours) and ask them what the most convenient payment arrangements will be for them. I think that makes me nice and considerate as I don't just randomly process their credit card when I receive it.
But now what I'm getting is guests who will contact me to Change their Date, but they haven't paid yet nor have they responded on my correspondence. See, the guests think that changing the date means that the booking is not being Cancelled but rather Changed. According to me, a change is a cancellation because I need to contact Booking.com to change the dates and go through the effort of explaining that I'm keeping the Rates(etc) the same but the client wants a different date etc etc etc.
And if I've accommodated their request once, they ask me again when I contact them regarding payment. It's weeks of trying to get hold of the client, a week before check in he finally responds and moves the dates. He then falls completely off the radar, NASA wouldn't even find him, until about a week before he is supposed to check into the unit again. Same story.
It's happening more and more, and I'm obviously going to report those guests who will move their date every week. But I would still like to be nice to the guests who don't take advantage of my good gestures.
Does anyone have the same issue?
Perhaps I should just Process the card as soon as the grace peroid is over, no questions asked?
Hope to hear from you all soon.