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I like a challenge.. then I bought and renovated a B&B in Blackpool. Now I'm challenged! Champion puddle splasher, soup slurper, travel junkie, people watching addict that's a touch eccentric.Keeping it real.
Prior to making this thread in the Booking Feedback, I had followed the exact steps you posted above. I appreciate you posting them as they may help someone else, so thank you.
I wasn't asking for assistance regarding the issue I have with the antisocial guest (I mentioned the guest to provide an example/reference only) as I know I am not going to receive assistance through a public forum, I was asking (perhaps not clearly enough) what partners can do when they (specifically me, although I am sure I am not the only person this happens to and I am always very polite when calling) call Partner Support via the number listed on my extranet only for the adviser to hang up, not just once, but repeatedly?
Messaging Partner Support via the method you posted above, either gets ignored altogether or can take some days for someone to respond when immediate assistance is required - even then just providing generic information and not answering the specific query/addressing the issue they were contacted regarding.
What recourse is there for partners when they have experienced very poor partner support service? :-)
Hi M Adamopoulou,
I also have beautiful Egyptian cotton white fluffy towels for my guests, but as with you, on occasion guests aren't considerate and wipe their make up/fake tan on them which is incredibly difficult to remove, sometimes impossible.
I soak soiled towels overnight in a strong solution of Napisan, then apply washing up liquid directly to the stain and rub it vigorously. Usually it is enough to get the stains out so that they can be laundered on an intensive wash. Occasionally I have to concede defeat and consign to the garage as utility towels :(
For guests that do have a lot of make up/have fake tans, I have sets of bright orange towels for them. It is disheartening when guests are so thoughtless, especially when make up remover is on hand, and a simple word to the property owner/manager can ensure they have plenty of towels colour matched to their make up lol
Hi BrookAve, thank you so much for firstly replying and for providing that in-depth how-to information.
Thankfully, I had followed the correct steps, following the notification I will be invoiced for the guest's reservation elsewhere, I have formally complained and will definitely fight it, especially when it was acknowledged that it was a system error that resulted in the room being rebooked.
It is incredibly frustrating to have had this outcome when I have been thankful to have been helped on previous occasions - I'm grateful to say that it's not often I need assistance.
I started to panic a touch when a response by a partner informed me that they would get back to me within 4 days - too late as the guest was arriving 24 hours later. Thankfully the guest was relocated and I just hope I'm not invoiced.
Thank you again for replying, a lot of useful information provided.
I contacted them again on Monday and to their credit received a reply very quickly, yesterday I noticed that four of the five replies had been approved.
I think they're having a lot of issues overall with their system coding while making the changes they're implementing. It would have been nice had they sent an auto email to each partner letting us know of impending works/notification of likely issues so that we, in turn, could notify our guests. I think the side issue overall is we, the partners who are affected, aren't notified and that projects an air of arrogance imho.
Same issue with me. I have five great reviews awaiting my replies to be made public. It's been over three weeks for some of them and I've contacted BDC to no avail beyond the obligatory "We're sorry". None of my replies breach policies.
By not posting owner/manager replies to review BDC are giving an overall negative response to guests who have taken the time to show they appreciate their stay and in return they are met with.. silence.
This really isn't good enough from a company who are paid to provide a service and some aspects of that service are sub-standard and a detriment to businesses listing their properties through them.
Please, BDC, get it sorted.
I tend not to give gifts as such as my bookings tend to be a much faster turnover (one or two day stays), although do give them for stays of five days and longer. Every one gets a complimentary drink on arrival to make them feel welcome, so I guess that's my gift to each guest.
For returning guests I do leave a little something extra in their room and make it specific to them - my marathon runners, for example, get energy boosting treats. Any children I have in automatically get sweeties, chocolate animal biscuits and juice drinks.
I've received some lovely gifts from my favourite coffee (two of my marathon runners recently competed in a 60 mile bike ride and when they completed it then rode to a specific shop in another town just to get me some coffee, which was incredibly special and such a lovely thing for them to do), to chocolate from Switzerland. And during the recent Rebellion Festival, another guest brought for me a t'shirt with his radio show logo on. Incredibly kind, thoughtful people. The nicest gift I have received was in the form of a note that I received just last week from a family thanking me for making them feel so welcome, their children thoroughly enjoyed their stay and can't wait to come back.
As far as cancellations are concerned, it's understandable why smaller business owners opt for non-refundable. When there are events coming up/peak season then I'll do non refundable, otherwise it's a fourteen day cancellation policy.
Thanks for your reply, Isle of Wight Vacations, that seems a bizarre inclusion if they do indeed feature that as part of the rating system. The overall system is fine for chains/corporate businesses who will thrive regardless due to their dominance in the hospitality industry, but this system currently works to the detriment of small business owners such as myself.
Thanks for replying, Aaltje B. It just seemed a logical way of automatically keeping track of repeat guests so that we avoid embarrassment for ourselves, also them, should we not recall their previous stay. I'm surprised it isn't a feature already in use.
Good idea on sending my suggestion to the help desk people. I shall do that, thanks Aaltje B.
Nice to make your acquaintance here on the forums :-)