Do you have any neighbouring hotels/guesthouses that could accommodate the other group?? My guesthouse is in a town with many and all my neighbors run guesthouses too so I call on then in the first instance to see if they can accommodate...if there is a slight difference in cost I do make up the difference. I then call the guests due to be moved and either fess up about the double booking apologising profusely or fudge a fault in the room (!)...I always accommodate extra guests (not that it's happened that often!) In like for like accommodation. I have also once called a guests and just explained honestly what has happened and that I couldn't accommodate them and asked them to cancel the reservation from their end which they did. You don't get any comeback as they can't leave a review on a cancelled booking. As already stated BDC could well re-house your booking in a 5 star facility and leave you to fit the bill... Hope this helps
When Googled It comes up as paTerrace Lodges, Grayston (I presume this is you?) and yet your heading reads paTerracce Lodges and in your opening paragraph it reads paTerrance Lodges....if your marketing/advertising/online material is listed as one spelling and you're promoting yourself via Booking.com or any other agent as another spelling potential guests may well be getting 'lost'.....you need to check and double check spelling!
I too run a small B&B so don't supply luxury items in the en-suites; what I do offer are bath sheets and hand towels, a pack of fragrance free make-up wipes, face flannels, hand soap, good quality toilet roll and a neutralising room spray!
I have just sourced a soap seller on Etsy who sells her 'cut-offs' so I re style these into individual soaps for my guests who are 2+ nights...they smell wonderful! (A one night stay still has my generic cash & carry hand soap!!)
Top tip for dirty flannels (especially with make-up)....cover flannel in washing-up liquid and rub in. Mix up an oxy style cleaner in boiling water and put flannel in and literally leave it for about a day. Wash with usual hot white wash....v good for oily make-up. This is why I now place flannels on a pack of make-up wipes as guests tend to use these first before reaching for the flannel!
I also write in my description that we don't offer shampoo/conditioner etc so as not to exceed expectations..!
I have however had a bit of comeback from BDC...they rang me at 10.15 last night (was just nodding off!) and the long & short of it is
a) For the guest that left the negative review even though it was their fault: BDC looked at how my rooms are listed from the front end and it's obvious that booking variants are available and guest booked the cheapest option & tried to blag it. It wouldn't automatically be allowed for a removal of a review as it wasn't slanderous, racist or rude but because it was obv the guests mistake the lady I spoke to has put it forward to the review team for it to be taken down.
b) for the guest that had again booked a single occupancy when in fact there are two of them BDC sent him an email explaining his mistake and advising him of the new price for two and also told him it was a 'no breakfast' booking. Gentleman was very gracious on arrival and they have booked and paid for breakfast on top...so it's a winner!!
Pleased with how BDC handled the situation and took the lead to rectify the mistake made by the guest.
Well I'm glad , to hear that we, the owners are the only ones that view the coffee rating....it is a very subjective thing to rate though...
We too have spent the winter months upgrading, new carpets throughout, new furniture & décor.. the facilities tab is just a bit of an ambiguous field and one my neighbour & I enjoy a good moan about when we're putting the washing out!
I'm not one either for asking for 10's but know plenty who do....I run at a 9 and am confident my guests can tell the difference when reading reviews as to the petty things some people put.
....a couple of years back, after a couple stayed a week....got to know them chatting at breakfast etc, they knew my family set up...this is my job...my husband has his own other business...they left a review saying ' never met the husband, very unprofessional, made it look like a one man band' had to laugh out loud on that one. My husband said he'd walk through the breakfast room with jazz hands if I wanted him to!!
I think there should be a separate rating system for hotels and one for B&B/guesthouses on their system.
We run a 3* B&B...we offer guests a comfortable bed and breakfast experience with their own private en-suite facilities.
We don't have a reception, swimming pool, lounge, bar or anything like that. We are a 10 minute walk from the centre of town. We have a private on-site car-park and are front line beach. I describe everything guests have available to them in their rooms...tea/coffee, free Wifi, TV, central heating/fans, extra blankets, hot water bottles, soap, flannels, face wipes, towels etc and yet get marked down on facilities??? It's crazy. And how come guests are now rating coffee....?? Really?
Do you have any neighbouring hotels/guesthouses that could accommodate the other group?? My guesthouse is in a town with many and all my neighbors run guesthouses too so I call on then in the first instance to see if they can accommodate...if there is a slight difference in cost I do make up the difference. I then call the guests due to be moved and either fess up about the double booking apologising profusely or fudge a fault in the room (!)...I always accommodate extra guests (not that it's happened that often!) In like for like accommodation. I have also once called a guests and just explained honestly what has happened and that I couldn't accommodate them and asked them to cancel the reservation from their end which they did. You don't get any comeback as they can't leave a review on a cancelled booking. As already stated BDC could well re-house your booking in a 5 star facility and leave you to fit the bill... Hope this helps
When Googled It comes up as paTerrace Lodges, Grayston (I presume this is you?) and yet your heading reads paTerracce Lodges and in your opening paragraph it reads paTerrance Lodges....if your marketing/advertising/online material is listed as one spelling and you're promoting yourself via Booking.com or any other agent as another spelling potential guests may well be getting 'lost'.....you need to check and double check spelling!
This may help
S
I too run a small B&B so don't supply luxury items in the en-suites; what I do offer are bath sheets and hand towels, a pack of fragrance free make-up wipes, face flannels, hand soap, good quality toilet roll and a neutralising room spray!
I have just sourced a soap seller on Etsy who sells her 'cut-offs' so I re style these into individual soaps for my guests who are 2+ nights...they smell wonderful! (A one night stay still has my generic cash & carry hand soap!!)
Top tip for dirty flannels (especially with make-up)....cover flannel in washing-up liquid and rub in. Mix up an oxy style cleaner in boiling water and put flannel in and literally leave it for about a day. Wash with usual hot white wash....v good for oily make-up. This is why I now place flannels on a pack of make-up wipes as guests tend to use these first before reaching for the flannel!
I also write in my description that we don't offer shampoo/conditioner etc so as not to exceed expectations..!
Regards, S
It's frustrating isn't it Jkangarloo?
I have however had a bit of comeback from BDC...they rang me at 10.15 last night (was just nodding off!) and the long & short of it is
a) For the guest that left the negative review even though it was their fault: BDC looked at how my rooms are listed from the front end and it's obvious that booking variants are available and guest booked the cheapest option & tried to blag it. It wouldn't automatically be allowed for a removal of a review as it wasn't slanderous, racist or rude but because it was obv the guests mistake the lady I spoke to has put it forward to the review team for it to be taken down.
b) for the guest that had again booked a single occupancy when in fact there are two of them BDC sent him an email explaining his mistake and advising him of the new price for two and also told him it was a 'no breakfast' booking. Gentleman was very gracious on arrival and they have booked and paid for breakfast on top...so it's a winner!!
Pleased with how BDC handled the situation and took the lead to rectify the mistake made by the guest.
I've written to them about the issue but have yet to get a reply.
At the end of the day the couple are stood there in my establishment waiting for their room.
It's very awkward.
Well I'm glad , to hear that we, the owners are the only ones that view the coffee rating....it is a very subjective thing to rate though...
We too have spent the winter months upgrading, new carpets throughout, new furniture & décor.. the facilities tab is just a bit of an ambiguous field and one my neighbour & I enjoy a good moan about when we're putting the washing out!
I'm not one either for asking for 10's but know plenty who do....I run at a 9 and am confident my guests can tell the difference when reading reviews as to the petty things some people put.
....a couple of years back, after a couple stayed a week....got to know them chatting at breakfast etc, they knew my family set up...this is my job...my husband has his own other business...they left a review saying ' never met the husband, very unprofessional, made it look like a one man band' had to laugh out loud on that one. My husband said he'd walk through the breakfast room with jazz hands if I wanted him to!!
I think there should be a separate rating system for hotels and one for B&B/guesthouses on their system.
We run a 3* B&B...we offer guests a comfortable bed and breakfast experience with their own private en-suite facilities.
We don't have a reception, swimming pool, lounge, bar or anything like that. We are a 10 minute walk from the centre of town. We have a private on-site car-park and are front line beach. I describe everything guests have available to them in their rooms...tea/coffee, free Wifi, TV, central heating/fans, extra blankets, hot water bottles, soap, flannels, face wipes, towels etc and yet get marked down on facilities??? It's crazy. And how come guests are now rating coffee....?? Really?