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Do you not have a Bdc Area Manager you can discuss this with? The tone "looks" like a Bdc communication to me and there are no requests to log-on via some spurious link for phishing purposes... I think you need to speak to an Area Manager and try to get some guidance.
Sara - this sounds like the familiar "emptying the rental car before returning it" routine... i.e. they don't want the bother of taking the rubbish in the car up to their bedroom. I used to tell them - put it in the black wheelie-bin at the side of the house, only then to find them putting car waste in the garden recycling bin etc etc...
Now I just take it from them and put it in the correct bin later - less trouble for me all round!
I fear that in the long term David and Sheela - you may be a little optimistic.
In my long experience guests can be extremely "selective" in what they say they have "seen" or "not seen" - hence no long lists of House Rules here, ultimately the guests will just say they "did not see" the particular rule they have just ignored..... and the end result is very awkward all round.
I can only assume k2u that you are not located in the UK - quite simple here to get accidental cover for guests damage, you just have to be prepared to pay for it!
Older couples who want to get to bed early and breakfast early - then spend the entire day seeing the sights in the City or round and about. They tend to cause less trouble, pay promptly and become regular visitors - some come two or three times each year!
Never heard of anything like this Margaret, hope it is not some form of "phishing" to get access to your Bdc Extranet...??
Our main house rule - "No singing hymns on the first floor landing after 2100 hrs".
Ah... moving away from the original thread, but ladies dying their hair is a regular curse.
I have lost count of the damaged towels, but the pinnacle was the lady who decided to dye her hair because she had nothing better to do that evening and in the process spattered the dye across the bedroom carpet... next day she mentioned the accident, but when I got my carpet cleaning people in to try and remove the dye marks - the entire tuft of the carpet came away down to the web underneath. So we now had a carpet with holes in it!
So this became an insurance claim for "accidental damage" entire carpet in the bedroom had to be replaced; carpenter had to "ease" the doors since they would not fit over the new carpet etc etc
The lady - who had been a regular visitor - never returned... I'm happy to say!