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A guest that is due to check in tomorrow and by messages is demanding to have iron and iron board

This is not what we offer. I have offered her ironing service at an additional cost but she is being rude and demanding to have this without paying extra


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Fluff (new account) 1 year ago

A small proportion of guests are unreasonably demanding and very quick to criticise beyond all that is reasonable.

You know already that this guest will give you a very poor review. I'd give them the option of a "free cancellation or accept our terms as advertised" just to be rid of them/shut them up.

 

We've had guests demand things like adjoining rooms (that we physically do not have and certainly do not advertise) and get very nasty when we can't supply. Basically, tough! It's not a feature/amenity of the property. (the best we can do is adjacent or opposite rooms unless they wish to pay for the construction  works.)

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The Neolithics 1 year ago

Yes exactly. This is what i have offered. 

Thankyou for your reply and advise.

Much appreciated

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Sizwe Vilakazi 1 year ago

Heyy


 A guest left after 1 night after complaining about issues , which I sorted out on the same day ( the booking was for a week ) 

Now my question is that the booking they made is non - refundable  and The BKC team called asking me about refunding the guest ? 

Please explain what do i do 
 

 

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Fluff (new account) 1 year ago

Follow your policy and the situation as it was.

If the guest was right, in that the property was not as advertised when they arrived, then you are clearly in the wrong and in all good conscience should refund the non-stayed days. This obviously depends a little on what the problem(s) was.

Missing ashtray replaced in minutes, not important. Dirty linen on arrival, refund.