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Guest not paying damage deposit as per T&C's of booking

I have a guest who booked at short notice. They booked on the 8th Nov for a booking to commence 14th. I asked on 8th for a €250 deposit to be transferred to my bank account as per T&C's ASAP. I reminded them on the 10th and 12th. On the 14th he said he had made the payment. I have received nothing and he is no longer responding to messages or taking calls. Any ideas as to the best way to deal with this?

Thanks


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Isle of Wight … 2 months ago

Easy. Make it clear in the information you send that if they do not pay, they don't get in. Simple.

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Jon S 2 months ago

It would be simple if they weren't already in there

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Fluff (new account) 2 months ago

Unfortunately this is partly your fault too. If you set policies stick to them.

As Isle of Wight Vacations  stated, do not let the guest enter if they have not paid the damage deposit as per your policies.

You should now demand that they pay immediately, in person, take help if you are concerned about reaction. If they refuse kick them out on the spot and refund any unused paid stay, assuming there are no problems caused by them in the property.

Underhand behaviour from a guest must be met with action from the owner. IMHO this is a warning of more headaches to come with this guest.

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Isle of Wight … 2 months ago

We've had a lot of problems this year with guests not reading or following the information we send them (automated messaging). Everything they need to see and know is in their Booking.com inbox, but they don't know they have to log in to see their inbox. Booking.com used to add "Please log in to check your inbox" to "The Fine Print", which appears on the Booking Confirmation that guests can print out, but BDC now refuse to do this. Result is that guests don't know they have to check their inboxes, don't see damage deposit information, don't see directions and around 80% of guests phone us up to find out how to get to the property and how to get in. Many are very disappointed and they do tend to blame BDC rather than us.

We send key safe codes by text message shortly before check-in. If a guest hasn't paid, we don't send the key safe code - simple.

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Jon S 2 months ago

Thanks Both,

I usually do not give villa access information until the deposit has been received but this was a late booking and the transfer may not have cleared before they arrived. I guess in hindsight I could have asked for evidence of a transfer but this can be fabricated. In future for a late booking if they can't sort an instant transfer I will get the housekeeper to meet them and take cash.

However, they are now in and I am 1000 miles away. The housekeeper is going round later today to see what is happening. Like fluff I fear the worst but I am not sure how easy it will be to kick them out immediately and obviously any notice risks them trashing the place.

They have paid by CC for their stay but their avoidance of paying a damage deposit suggests to me I may be facing a chargeback!