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Guests don't follow agreed check-out time and bring 1 person more than booked

Dear all,
For the first time we made a rather bad experience with guests.
They booked for 3 people and it was 4 people in the end.
Guest comment: I could not change my booking to 4 people.

Check-out time agreed 11am.
Guest comment at 1pm: I thought you would wait for me in the apartment. We had breakfast on the beach.

Our rating so far: 9.4

How to handle such experience and to avoid bad rating if we ask for addtional payment. Thanks for sharing feedback and giving guidance.

Kind regards,
Ahmed

 


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11
BrookAve 3 years ago

 

Hi 

 

All you really can do is grin and bear it, until they are gone and the review is done.