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Martina Stoecker
Living in the Wilderness Area, Garden Route, South AfricaWorking in the Hotel- and Tourism Hospitality since 18 years
Professional Photographer
Professional Photographer
We can count bad experience ( or positive in another way) with guests on one hand after 18 years in hospitality in SA. Aren't we lucky ;-)
You know what get's me mad still ? We are asking our guests during our welcome procedure- show them around, talk a bit about the area and restaurants, offering coffee or tea - to please let us know if there is something out of their expectation, something they might miss or we can try to organize or even something we probably could change in the future. During their stay we are here (almost 24/7) should there be any complaint. At time of departure we ask if everything was to their satisfaction - and are very pleased to hear that all was in order. Just to read in their online review about their complaint/s. We ask our self why not let us know directly during the stay? And then on top it might be a anonymous review or without the possibility to answer. This is so terrible unfair.
To handle difficult guests needs a lot of patience. Sometimes guests are terribly stressed from an unexpected long distance drive as the distance was miss-calculated. We give them time to calm down, find back to themselves. This is mostly the day after arrival, after a well sleep and a lovely breakfast served.
It might be then, that the TV does not want to work anymore - which is actually just a button away to delete all the settings - which in that situation above can cause a huge problem, guests are angry as the screen is black. The day later it might have been a secondary issue. With a little smile inside myself I fix it and don't use many words to explain what happened.
We once had a complaint about the interior in the room ( of course later in a review) I hardly could believe what I was reading. The images in the internet show clearly how the room looks alike, so why complain later?
There was a complaint from the same person, that we had been too personal? So how in the world did I have to understand that? I still don't. I answered, that he might prefer to stay at a large Hotel, anonymous.
These are actually the more difficult guests as this can damage your business much more than a personal complaint in a moment of a bad mood. When I'm travelling and the coffee is not tasting - I let the waitress know or the accommodation provider......
We do have house rules and they are visible on arrival, in the rooms, well presented. But as I am not a friend of sticking notes all over the property I keep it to a minimum, like the hours for playing pool billiard, the time breakfast is served, the latest time of departure. As we are a small guesthouse it is very easy to integrate the rules whilst talking and guide them to their room.
I'm asking for approx time of arrival in my confirmation letter as I close the reception 'virtually' at 19.00. If I don't - we had this experience earlier - we might still be sitting and waiting at 22.00...... except their flight arrives late at George Airport.
We keep our accommodation rated 4 star - so the expectation is still quite high but we rather provide the 5 star feeling with the little extras.
We stopped renting out the whole property as a holiday home. It caused far too many problems, starting by the house rules and ending with handling damages. Now it's on BnB base only and we live on the property to manage 24/7/52.
Only one time during our hospitality journey we had a couple to ask to leave the property. The lady was turning the room up-site down in the middle of the night, screaming around with her poor husband as she was unhappy with the place he choose to stay, that it was not the Hilton style. We asked her to please calm down as we had other guests, with little result. So in the morning we asked her to leave the property, before breakfast. We felt so sorry for her husband, but he definitely understood and was glad that there was somebody in a long time 'to fence her in', as he said.
Sometimes I'm asking myself, what would be if we, as accommodation provider, would be able to review our guests here at Booking.com ??
You all have a successful week - I'm sending you sunny greetings from Summerlane BnB in Wilderness.
Good day everybody,
some nice ideas here.
We offer free coffee/tea/cookies and water as well as all amenities - hand soap, body creme, shampoo, conditioner and bath foam - all in nice, good looking dispensers mounted to the wall. We got away from the small gift bottles, this was always such a mess and plastic waste. As mall bag with some utensils like make up remover pads etc. is a nice addition.
By confirming our reservations I'm kindly asking for some more information. In case of a special occasion - like Honeymoon, anniversary or Birthday I'll surprise the guests with fresh flowers, a bottle of Champagne (sometimes alc free) or a cake, candle lights, rose pedals, and so on.... This information is very important for me, the same as any special dietaries for breakfast - so I know upfront if there are any allergies or non likes. I am prepared and don't get stressed.
Like this morning - the husband wanted to surprise his wife with a birthday cake - so there we go - a lovely cake we organized freshly baked and candle light standing on the breakfast table - unexpected.
I'm asking in my confirmation e-mail for restaurant reservation for the first evening if they stay longer, and if they have been in the area before - so I am very well prepared as they arrive. Some of the guests ask then upfront for outdoor adventures, places to visit or restaurant recommendations or for all before they arrive to plan their stay.
For me this is more than a gift in the room....... because all in all rounded up it makes their stay a memorable one with a perfect service....
Sunny greetings to all
Martina
I served something different this morning........
Hallo Annem,
it's a bad experience - the rooms are blocked for potential bookings and you have to run after your money.....this is quite difficult and the chances to be able to collect your outstanding amount is almost 0..... well, that's my experience and I might not be the only one.....
I'm still waiting on a payment from last year and it seems that they just ignore my e-mails. After all we are using Paybridge now. No more worries about payments - deposits are taken upfront or full amounts automatically.
It's just that - for me - reservations are not taken serious enough when there are no payments taken.That's the reason why I decided to take no reservations without credit card.
Still there is the option of making E.f.t transfer. It's a bit more work as you need to send the invoice and have to follow up the payment... but at least you received the deposit or full amount.
Sunny greetings from SummrelaneBnB in Wilderness
The very easy going guests - happy to have arrived on time - checking in - settling the bill - enjoying the stay....... a glass of wine, a cup of coffee while asking holes in our stomach about the country, the area, the way of living and how we got to live here to be their hosts......It's that "Home - away - from - Home" feeling I guess. Something is wrong? They'll tell you without making a big deal out of it. And as the time comes up where they have to leave we sometimes can see tears - which says more than words. I can't say it's only the elderly generation - it's young couples as well.