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Hi AllMy name is Susan, I am the Manager of a small (21 Room) Private 4 Star Hotel in Bloemfontein, Free State, Central South Africa.
Been with Bookings.com since we opened and recently discovered this forum!
Just love reading different opinions and views and insights! Very helpful!
Pictures are amazing!
View from our first floor, overlooking the Reception Area
We have so many of these problems with different guests. our ground floor units are often used to sneak additional guests in. Thanks to CCTV's and stern Management we confront the guest in a stern but respectful way. We charge penalties for such violations (smoking fines, additional guest charges) and I do not allow them to leave unless paid, The disgruntled ones I must be honest is not worth the hassle for myself of my staff so we ask them to leave (TELL those who should be). Have everything in writing as well as recorded. If its a travel agent booking I inform the Agency that I am vacating the guest and that they are responsible for damages and/or relocation. Sometimes you have to be Stern about things like this or they just take advantage.
as for the poor reviews, should they give you one, just reply with exactly what transpired so other guests can see you are strict about your house rules and that you are also not just throwing people out without valid reason.
Bookings.com sends a email or notice on the app when you check out (day of Check out) with review options. An email as well taking them back to the establishment to review. I sometimes send my guests an email reminding them to review be it good or bad as we can not improve without the reviews and its also nice to see the happy Guests :)
My opinion, things that can be asked that are simple and standard, this is a great feature. ie. bed size. smoking policy, parking arrangements. This will be great. However I still think a personal email goes a long way.
Mike I would also like a copy of that list. We should actually have a space (either on Bookings.com or other in which we can list all these "unwanted' Guests. That way new and old establishments can avoid being caught. We recently become victim to card fraud and there was nothing that we could do. However we have switched to a virtual card payment via Nedbank that allows the guest to put in their own card details. it confirms with there cell and email about the transaction and if not complete within a given time frame we delete the booking. Simple and Safe. Stops card information from falling into the wrong hands and protects both the Hotel and the original card holder.