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I think you need to take the money. Good news is that it will be commission free, but bad news that you have to ask for it. As previous comment says - add your additional hours prices to your "Fine Print", and also mention that early check-in or late check-out are subject to prior arrangement. We had a young guy turn up 5 hours early last Saturday. He wanted to go to a wedding. His room wasn't ready because he hadn't rung or emailed or anything, so proceeded to get dressed on the patio. What can I say! We are not mind readers, guests do need to communicate with us!
I think it's a good idea to manage expectations and say something like " 8:30 is great - it is our busiest time so please bear that in mind, before 8am would be quieter". But the other comment was right - there are some people you just won't please, if it's too quiet they will say there's no atmosphere, and if it's too busy they will complain service is slow. Just expect that you won't please everyone.
Completely agree. I've had guests leave a bad review just because of silly things out of my control - they got lost driving here and had an argument in the car, didn't like the meal at the wedding, upset that not much is open in our town on a Sunday. All things that are nothing to do with my business but I was marked down for. Also may I say - perhaps controversially - we are Christians and have the 'fish' logo carved into our porch, door frame, gate etc, and FOR SURE some guests take exception to this and decide they will mark us down. If there were some come back to ridiculous guest comments, then we would at least stand a chance! Airbnb let us leave guest comments, so why not Booking.com?
We are going into our 5th summer season. I fear we may always score lower than we should on "value for money" because we live in an expensive area. Guests from London (or where the cost of living is higher) know that we are excellent value, but other guests still think they can get a quality 4* room for £15 a night. Premier Inn is £91 a night room only in our town. Get real! We can add bathrobes, Elemis Toiletries, Green and Black's chocolate etc, and it makes no difference! It's not racism, it's about cost of living, regional variation and guest expectation of what a room "should" cost. I appreciate it's possible to buy a house in certain parts of the North of England for £2,000, but that doesn't even cover the yearly Council Tax bill where we live!
Completely agree. We picked up an 8.2 for coffee from a guy who couldn't work the Nespresso machine (despite typed instructions by it), and also quality instant coffee also in plentiful supply. User error now gives the impression we serve crap coffee!!
Be very wary of a "lady" (in very loose terms) called from. She and her husband trashed our beautiful room in the summer. Poured alcohol all over the bed and towels, and drove away drunk. Another NZ couple witnessed most of it and gave a statement but Booking.com said they couldn't do anything. The 'guest' even called Booking.com and tried to get a refund because she left before her second night and said she was unhappy I snooped through her stuff (complete lies). Vile vile people. I facebooked her and they have 2 children. I feel sorry for the children.
Sticking my oar in tonight - just got our lowest score ever. A couple of walkers who I greeted with a free silver tray with tea and cakes, got newspaper to stuff their wet walking boots and in the morning drove them for free to the start of their walk. Gave me 7.5 for STAFF (there is only me) and 5 for value! but in comments they say I was friendly and chatty - so why the low score? I feel mad tonight because I went the extra mile. GRRRR!!
I can completely understand where you are coming from. We've managed to add separate entrances and now deliver breakfast hampers to the rooms so guests don't come in our house at all. I feel that guests who spend longer than an hour over breakfast, chatting away and monopolising your time is an imposition (I love guests really!!). I have all sorts of requests for putting pizzas in oven and microwaving strange things. They usually come as I'm just about to go out of the door to pick the kids up or something time critical to me. I just say our insurance doesn't cover it. The town centre is a 5 minute walk away. Honestly :-)