tracey, welcome to my world. Guests are becoming more demanding and of course different cultures bring different issues, you need to know how to deal with them all in the Hospitality industry,
Yes they don't read, they don't listen, and they don't see. but thankfully it's not all of them.We have seen a lot of different people in 25 years and have had to cope with all of them in different ways. My husband did a cousre in "dealing with difficult people" Ha ha....that's probably why he can live with me LOL.
We even had one set of "royalty" as you define...who requested daily service for the whole week, we indicated there would be a charge for this but she insisted on having the service, we completed the tasks as defined by her each day and charged the fee. Her review stated that she was surprised to find there would be a charge for daily service as it was not discussed. How rude is that?
M it appears you only have one studio and one set of guests to deal with at a time and can give them your persoanl, constant attention, this is very different if you are running a slightly bigger operation.
I think it is. Because there are so many variances to be taken into account with the scores.
EG. You might have one room and your guests get the same experience when they stay.
I on the other hand have five different accommodation types, I get a very mixed bag of guests and experiences, to the point of them choosing the cheepest and expecting the best.
@cassid...of course we could all play the big hotel game and increase the standard rate to be able to offer the discounts that b.com suggest.
I play the "opportunity game" sometimes but noticed one I did in July didn't get me one booking. I also notice that the opportunities are based on the "northern" summer and not always applicabale to other parts of the world.
We are listed on most of the popular OTAs and their subsidiaries and have a chanel manager which make this work efficiently. We have a facebook presence, and list on home away and airbnb, and recently paid for Google adwords promotion which was a dismal failure. We tried this to see if we could attract more direct bookings, it didn't work. The power of the OTAs is overwhelming, but we do get a lot of repeat customers, especially those playing golf at Barnbougle Dunes.
This is clearly a no show as stated before and you are entitled to the money for holding the room. Alternatively you could offer to change the dates for the client if they would like to return to your location.
It is illegal to descriminate against people for race, religion or colour or anything else for that matter in this country. As a tourism accredited operator we understand this.
We have a few guests who do not know how to use bathrooms correctly, but most are okay. It is a case of putting up with a few not so nice guests because most are really good guests. Same guests are very messy, not clean n the kitchens, leave rubbish on the floors, it is very annoying for our cleaning staff.
The rudeness mentioned is sometimes just a different way of speaking - more direct perhaps and then there is the interpretation or lack of knowledge of the English language. But then I only speak one language, have a little understanding of a few more, but have been around long enough and travelled extensively to cope with the differences in people. I might not like they way they adress me but I try to understand the message.
Educating guests is a difficult one. I have had "travel bloggers" here and have had the whole discussion with them and suggested they should start writing about expectations of the provider to some of these people.
These same guests have no idea about staying in an Eco Certified accommodation and conserving water, electricity and recycling/sorting rubbish.
As there is limited space to mention everything relevant on the listing in b.com, about a property before they book, they are choosing purely on price and how many people they can squash into a room/apartment. But that is another story, and Safety on the roads is anothe one.
Indeed we do need options. The option to rate a guest would be a real positive for the tourism industry. We may not be able to refuse the guest booking, but we would be forwarned to watch out for the behaviour. If I know I'm getting a problem guest I have in the past asked them to sign a terms and conditions form on arrival. I don't usually bother with this for all guests.
There needs to be a terms and conditions box for guests to agree to when actually booking and it needs to be able to be enforced if necessary. Booking.com should take the responsibility for attracting all the different kinds of guests we take in on their behalf. There needs to be a bond in case of damages. Credit cards don't cut it these days and many only have debit cards with no credit when you need it. And the process of taking a security deposit and then refunding it is cumbersome and an impost on nice guests, it sometimes takes days or weeks to get a refund through. Well that was my experience in USA..
Many complex issues for accommodation providers to now deal with when the OTA don't take any responsibility for their customers.
tracey, welcome to my world. Guests are becoming more demanding and of course different cultures bring different issues, you need to know how to deal with them all in the Hospitality industry,
Yes they don't read, they don't listen, and they don't see. but thankfully it's not all of them.We have seen a lot of different people in 25 years and have had to cope with all of them in different ways. My husband did a cousre in "dealing with difficult people" Ha ha....that's probably why he can live with me LOL.
We even had one set of "royalty" as you define...who requested daily service for the whole week, we indicated there would be a charge for this but she insisted on having the service, we completed the tasks as defined by her each day and charged the fee. Her review stated that she was surprised to find there would be a charge for daily service as it was not discussed. How rude is that?
M it appears you only have one studio and one set of guests to deal with at a time and can give them your persoanl, constant attention, this is very different if you are running a slightly bigger operation.
Best wishes to you all.
I think it is. Because there are so many variances to be taken into account with the scores.
EG. You might have one room and your guests get the same experience when they stay.
I on the other hand have five different accommodation types, I get a very mixed bag of guests and experiences, to the point of them choosing the cheepest and expecting the best.
@cassid...of course we could all play the big hotel game and increase the standard rate to be able to offer the discounts that b.com suggest.
I play the "opportunity game" sometimes but noticed one I did in July didn't get me one booking. I also notice that the opportunities are based on the "northern" summer and not always applicabale to other parts of the world.
Regards,
Gina
Tasmania, Australia
www.platypuspark.com.au
We are listed on most of the popular OTAs and their subsidiaries and have a chanel manager which make this work efficiently. We have a facebook presence, and list on home away and airbnb, and recently paid for Google adwords promotion which was a dismal failure. We tried this to see if we could attract more direct bookings, it didn't work. The power of the OTAs is overwhelming, but we do get a lot of repeat customers, especially those playing golf at Barnbougle Dunes.
Regards
Gina
www.platypuspark.com.au
Dear Claire,
This is clearly a no show as stated before and you are entitled to the money for holding the room. Alternatively you could offer to change the dates for the client if they would like to return to your location.
regards,
Gina
Interesting discussion.
It is illegal to descriminate against people for race, religion or colour or anything else for that matter in this country. As a tourism accredited operator we understand this.
We have a few guests who do not know how to use bathrooms correctly, but most are okay. It is a case of putting up with a few not so nice guests because most are really good guests. Same guests are very messy, not clean n the kitchens, leave rubbish on the floors, it is very annoying for our cleaning staff.
The rudeness mentioned is sometimes just a different way of speaking - more direct perhaps and then there is the interpretation or lack of knowledge of the English language. But then I only speak one language, have a little understanding of a few more, but have been around long enough and travelled extensively to cope with the differences in people. I might not like they way they adress me but I try to understand the message.
Educating guests is a difficult one. I have had "travel bloggers" here and have had the whole discussion with them and suggested they should start writing about expectations of the provider to some of these people.
These same guests have no idea about staying in an Eco Certified accommodation and conserving water, electricity and recycling/sorting rubbish.
As there is limited space to mention everything relevant on the listing in b.com, about a property before they book, they are choosing purely on price and how many people they can squash into a room/apartment. But that is another story, and Safety on the roads is anothe one.
Indeed we do need options. The option to rate a guest would be a real positive for the tourism industry. We may not be able to refuse the guest booking, but we would be forwarned to watch out for the behaviour. If I know I'm getting a problem guest I have in the past asked them to sign a terms and conditions form on arrival. I don't usually bother with this for all guests.
There needs to be a terms and conditions box for guests to agree to when actually booking and it needs to be able to be enforced if necessary. Booking.com should take the responsibility for attracting all the different kinds of guests we take in on their behalf. There needs to be a bond in case of damages. Credit cards don't cut it these days and many only have debit cards with no credit when you need it. And the process of taking a security deposit and then refunding it is cumbersome and an impost on nice guests, it sometimes takes days or weeks to get a refund through. Well that was my experience in USA..
Many complex issues for accommodation providers to now deal with when the OTA don't take any responsibility for their customers.
Happy weekend to you all.
www.platypuspark.com.au
Apparently this is mot possible. BDC has a specific policy and format on this issue.