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How to deal with difficult guests

The topic I am bringing, is not often in our guesthouse but once in a while happen.Difficult guests sometimes come and challenge your system to provide the best ever service.In our experience, we have a wonderful employee that deal with decency and education difficut guests but sometimes the situation goes beyond.

It dependes of the circunstance but my strategy is not to engage in trouble with client.Usually I grant discounts or I endeup not charging the service that they are complaining.

Let me know how you deal with those difficult guests, What is your strategy.

Thanks guys: Juan Carlos

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107 Replies

1
Madclaridge

Michael Beeston re airbnb - I have not had a problem with airbnb yet and what I like about them is they pay you the day after guests book in whereas with booking.com you wait a month for your money. However, I do get more bookings from booking.com.

Have a great day!

3 months ago
6
michael beeston

Hello Madclaridge.....I have stopped using Airbnb entirely..we never had many bookings from them and the people we had any problems with were from Airbnb ????.........We have had about 140 bookings in the last 2 years with Booking.com versus maybe 10 with Airbnb so I stopped using them

Why do you wait one month with Booking.com ???..I use a Westpac (Australian) credit card machine with the following steps.

1. When a booking comes in from Booking.com I charge a 30% deposit within 24 hours on the guest credit card. (refundable if cancelled 14 days before the booking date)

2. When the guest arrives ..say 2pm (or whatever time )..I charge the remaining balance the morning they arrive on the credit card, this way I receive my money even before they check in.!!!!!

3. It works so so well and we very rarely have any issues, to be truthful None at all.

4. When I do the initial 30% deposit, if the credit card is declined (and it has happened) I send a message through Booking.com to the guest giving them 24 hours to fix the problem/change the credit card details , otherwise I cancel the reservation. (Not worth the hassle)

It works very very well and I would not change this method...Hope this helps..Regards Michael.

3 months ago
9
M Adamopoulou

In Greece we have elections in a couple of weeks.... In this forum I vote Michael !!!
Thank you again for your kind contribution...
Take care....

3 months ago
6
michael beeston

hahaha Thanks "M"....just trying to help and give some useful information for us ALL.

3 months ago
1
Indish Cnx

Good and Bad are the part of every community, Try to be nice with a smile to your best but you were never born to please everyone.

2 months ago
1
Madclaridge

Thanks for all the advice.

You will never satisfy everyone.  I have one guest who will give me a 10 rating for coffee and another will give 5.  You cannot expect to keep 10 different coffees in the kitchen as it is a self catering apartment I have anyway.

I do agree I have more bookings through Booking.com but just had a difficult guest through Booking.com who arrived with six people iso four and the apartment only caters for four.  They abused the no smoking policy and smoked inside even though there was smoking facilities outside.  They used the tooth brush cup from the bathroom as an ashtray and as it was plastic burnt holes in it.  They put their dirty dishes back inside the cupboard.  Thank goodness I check these sort of things.  Absolutely disgusting.  Booking.com need to publish reviews on guests like airbnb does so you have some idea of reviews from other hosts on the guest.  Just saying.

Have a good day ....

 

2 months ago
4
Benita Cyster

Dear Juan 

like @katarinka said difficult guests few but they blow all your right buttons for wanting to engage in a quick kangaroo kick towards them and send them flying to their homes, but .... Yes usually  as mentioned in the past I would refund them in order not for them to make a hoohaa on social media, but not anymore,,,,  i have learnt that the world out there is aware of  some of the moaning guests  will be unhappy wherever they go in order to score a freebie, etc...   i just make sure that all my correspondence, my website and offerings across the board are crystal clear  and correct and have grown in character to stay calm, stick to my value system and "you either pay up or leave"  or I immediately contact BDC to assist and all have been dealt with perfectly  I have read and learnt quite a bit on this platform and are making a few changes to my T&C especially let BDC handle all payments and sort fraudulent cc out like that .... less stress and also much safer for our business and staff - no handling of any cash ( as most internationals prefer to pay cash at our establishment )   

lovely to be back on forum....   does take up a lot of personal time as my hubby thinks i ditch work.... and play on the PC

God bless all

Benita 

2 months ago