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Theft

Hi there.

We have just had guest leave with a whole bunch of goodies from their room, namely a big pump bottle with shampoo, a pump bottle of soap, a pump bottle of cream and a few glasses.

We do have smaller bottles that the guests may either use or take home with them but these guests chose to pack our ceramic containers in their bags.

I phoned the guest and she was unaware of this (they came in 2 groups- 2 rooms) even though the containers were missing from her room as well and she has since blocked my number on her phone.

 

How do you suggest i go about this matter?

Thanks :)

8 Replies

1
Gillian Milburn

Its really frustrating when guests take something not belonging to them. Unfortunately you just have to take this on the chin (as its not a high expensive item) and be prepared for next time. For example consider putting the pump bottles in a secure wall bracket. I add guests to a blacklist so if they booked again you could refuse them (only if they booked direct of course). You really don't need these type of guests. Good luck.

1 year ago
2
Siranne van Onselen

I would charge their credit card. (if it declines so be it but at least try) We take a copy of the front and back of the credit card when guests check in and explain to them its to guarantee us against damages, losses and incidental charges - works well for us. If they do not want to leave a copy you can place a hold on their credit card for a certain amount so that if something does happen you have something to fall back on.

1 year ago
5
David

Very difficult to charge a credit card you have to be 100% sure that they removed the items

1 year ago
2
Jkangarloo

We make guests sign their check-in receipt, and right above where they sign we have a small disclaimer saying that we will charge their card if they break/ruin/steal anything. Works pretty well. Always make sure to have a valid CC on file. We charge a deposit at booking, which ensures that we have a working card.

1 year ago
2
Murciafit

Security deposit should cover this. My last guests caused more damage and stole items above the value of the security deposit, but at least you are not totally out of pocket.

1 year ago
1
Scot160859

Hi, Our guests vacated the flat today and took the iron, hairdryer and four bath towels with them. They also caused damage to the walls leaving stains and foot prints on them (!?). They cut a circular hole on one of the duvet covers (?). They left the flat in a disgusting state having smoked inside and being sick and using the remaining towels to wipe the sickness, needles to say the remaining towels are now binned. We required and extra hour of cleaning and the bed sheets will required extra washing.

Does Booking.com covers these damages? how do apply for it?

I would be grateful for advice.

Thank you very much

Scott

8 months ago
1
Tafaragarande

Hi ,
Have just discovered that a gurst stole a projector, small flat screen tv amd firestick from our home. Furtger research has concluded that they have also used a stolen credit card. Any suggestions on what we can do please ?

6 months ago
1
Tafaragarande

Typing this on the phone ,hence the auto correct typos *

6 months ago