You need to make them read. Guest checking in after hours will need a lock box code and or self check-in instructions should you not have them will result in early morning check-in. Guess must respond within a timely manner so check-in instructions can be sent to the email on file. Make them respond. Once they figure out that they can't check in anytime they choose to and keep you awake at all hours of the morning they'll stop doing it. Put it back on them like they would put it on you I know it sounds a little harsh but you give people a role for too many choices they will hang themselves. One choice this is how it is and it makes your life easier and less stressful
Templates are great, Make as many as needed, different case scenarios especially when you have a staff.
We here have 1 for credit cards that declined. Letting then know that their reservation will not be held and a new cc card will need to be submitted.
We have 1 with late check in information that we use..This way we use their email address on file thru the booking extranet, and copy and paste it from our front desk email as well.
We have limited office hours..each guest can call booking.com if need be as its on the exranet as well as in their email. So your covered....
We love templates the more the merrier..1 click and your good as gold....consistent is the answer.
When the reservation is received, in the note section request a check in time and note. Check ins after
lets say 9pm will receive an email with self check in instructions. Please make sure you have access to your registered email.
If you can, place a realtor lock box on the door with key inside and room #. They can access thru the lock box and check in , in the am to sign paper work or what have you.
Should you have any questions or concerns please feel free to call me and give then hours to call and # to contact....
always make sure you have a valid email address, place it back on them..Works great for us.....
If you are sure and have checked every avenue, channel, booking engine you use, then tell them to do a charge back its the next best thing, then you can match the cc card with date and statements you have.
It sounds like the guest hasnt stayed with you, so its a win / loose situation. The credit card company will send you a request for information regarding the said charge back giving you 28 days to get the docs to them to support your findings. In turn you will send a note to booking.com showing a charge back pending, they will give you a support ticket. The bank will debit it from your account until you provide supporting docs, Once the docs are rcvd, if you win you get a credit if not they debit.
So make sure booking.com gives you a support ticket and # and take it from there. Hope this helps
I do think its a great idea, however kids will be kids..NO devices unhappy guests..It might work short term but this generation loves gadgets..
You shouldn't use it as a babysitter but it works and no one wants to hear a screaming child while they are eating. A time and a place for everything. Adult time is much needed as mush as adult conversation..
What ever works for you and your situation..
A wider offer of amenities is always better no matter if they use them or not. Lake Worth motel with 20 rooms, from petite studios, efficiencies with kitchen to 2 bedrooms units we have a few smart TVs and the guests who have accounts such as hulo, netflix etc Love it... Some guests love that we offer the football package thru Direct TV in our extended stay facility along with several Spanish stations, music a wide variety of things is better than nothing offered.
Some guests just like the noise..It keeps them calm....
IN the extranet all you need to provide is their reservation id # no names needed. Register as many complaints as needed. You can also call them and explain you no longer want this guest to book with our facility and they will reach out to the guest for you and let them know not to re-book. I do not think they would ever post a site where you can rant..But it is a great idea to get the word out to your competitors. Maybe they will have more insite on how to get the word out..
We have a boutique Motel in the City of Lake Worth and an Extended stay. We find when reservations are made, either last minute or prior to. As we are a pre paid facility. Once we receive the reservation
we secure the first night only, in the note field of our PMS system we provide information needed to check in after hours..and to call the front desk with time frame. Letting them know an email will be sent for after hours check in..
You generate an email using their registered email. You will include specific information, You are located at _________ lock box code ________ parking space if specific. Wi-Fi code and any special instructions you might have. Also if paper work is needed to be signed don't forget to add that tid- bit on the bottom of guest registration form. Please come in and sign before vacation the property.
Its a great tool.. Best of Luck...