Guest showing up with more people than booked

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104 comentários

  • Avatar
    mrw

    In fact, being nice does not pay (nor money) good reviews !

    Just apply your rules & conditions strictly and refuse people not meeting your contractual conditions

    Booking Customer Service is one of the rare OTA making conditions applicable

    Enjoy !

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    Info

    I've had this happen on more than one occasion, actually last week was the final straw for me. We had two rooms booked and they turned up with an extra adult. Where did they think I was going to put the person. They said it's fine we brought an air mattress but I insisted that unfortunately we cannot allow an extra person as there is no allocated bed for them. Also if I do let them in they will leave a review that it was cramped so just bite the bullet and protect yourself and your rooms. We offer a service and some guests like to think they can do what they want. I'm always happy to go the extra mile but in certain situations you need to stand up for yourself. 

  • Avatar
    Martin

    Hi!!

    In the Booking Agreement, there are specifications, whether a property accepts children or not. There are also age limit specificatons. This information makes it easier for a guest to plan his/her stay and the property owner to charge accordingly. It is expected that the guest reads the details but in some cases, as already shared, most miss the point. In this situation, first remember our business is hospitality. Be the first to offer the voice of wisdom - think about the solution and assurance of the guest's comfort - it is strength. Any guest travelling around the globe is looking for "home" away from home. Let them experience it in your property no matter what the policies are. Certain situations call for pragmatic approach - in compliance with the country law. Money is addictive, so value first. Money and success will follow, and perhaps these might overtake you!!

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    Adagio Accommodation - Nera

    In my policy I have price per night for the apartment. It can accommodate 5 people. It makes no difference if reservation is made for only one person or five of them. The price remains the same.And everithing is clear to me and guests.

    At the beggining I use to charge per person but it was wery messy preparing invoices. Therefore I've changed my policy.

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    Baja Kathleen

    I have had as many as 4 extra adults(a total of 6 adults)  show up for a room with 2 queen beds. I just FLAT OUT told them that was not acceptable. I also had a couple tell me they were bringing a small pet..which in fact was their daughter!! Luckily the room they chose had an extra bed. We are totally in our rights to turn back guests who ignore the rules...especially since it is printed on our listings. Booking.com should not allow those persons to give reviews!

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    Stay

    This is a great question!  We have a B&B, w/a clear policy children over 12 only, and guest booked for 2 adults in the system. They showed up with a 4 and 6 year old.  We said they could not stay and offered to help them find a place to to stay elsewhere, but they clearly could not stay at our Inn.  They found other accommodations but now are threatening a negative review if we don't give them their money back. We had offered a credit for future stay. 

    Booking.com customer service also discussed with us that the  guest violated clear policy and are considered a cancelled stay (but they still get their commission).  So - should we send the threatening e-mail to booking.com? Anyone seen this before?  
    Thanks for insight.  Wish we could review the guest!!

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    Friederike

    Thank you Stay and Baja Kathleen.

    I totally agree that BDC should not allow these guests to leave a review. I had a long discussion with the BDC service centre about this, but was told they could not do anything about it, wich may be true for the service centre agent, but not for BDC as a company! They could chose to treat their hotel partners more decently, than they actually do.

    In the instances where it happened to us that guest arrived with 'unbooked' children in tow, it was quite clear that they had done this deliberately to save money. They have breached our policy, we were polite and did not turn them away. We have done the right thing by them, which we were not obliged to do, they have done the wrong thing and because they felt caught out, they retaliate by leaving a bad review. 

    It is frankly unacceptable in such a situation to treat your hotel partners unfavourably and 'reward' your guests' bad behaviour with giving them the power for revenge. My suggestion to the agent was to at least not let such a review by counted in your overall average rating score. Or at the very least not let them review anonymously or without leaving comments. Because there were no comment, we as a hotel did not even get the change to reply and set things right in our reply. There are so many things BDC could do and is chosing not to!

    If BDC considered guests who violate the rules and get rightly turned away as 'cancelled' or 'no show', and this status shows up in the system, they should technically not be able to leave a review. 'Stay" were you able to verify this - just a thought. I would definitely forward the threatening email to BDC and definitely hang on to the email, in case they also leave a bad review on Tripadvisor.

    Unlike Airbnb where reviews are possible on both sides there is a total power imbalance with BDC!

     

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    Grzegorz Szychowski

    You can have an email after a reservation asking for guest names and ages in order to make a check-in quick and configure beds.
    That way you prevent all situations that were described.

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    monet208

    Does not work because the guest will ignore it and turn up with children anyway

    That's why they have not told you in the first place!

    Tried everything here

    Now all refused and charged

     

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    Kerry

    I have holiday houses and the way I got around it was when I send all guests coming in Directions to properties I put on the bottom. IN RED if you exceed the number of people you have booked  for your booking will be automatically be cancelled with no refunds and no exceptions.. I also tell guests to take out travel Ins as we have strict cancellation policies in place. You will be amazed at how many people phone me to add extra guests... It does work

  • Avatar
    Graham Fisher

    Stay/Kathleen - agree with your points and hence my earlier comment a few days back - if you are willing to take the loss... mark them as no shows/tell Bdc the card was invalid (which it usually is) and forgo your Cancellation monies and then they cannot review on Bdc. 

    That will not stop them reviewing you on TA or somewhere else, but there is only so much one can do... and I get phone calls from Bdc Customer Services asking in faintly injured tones why I am pre-authorising guests card details! 

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    Info

    We have run into the extra person issue several times, most recently a couple arrived at 10:30PM (2 hours late), and on their way to our place from the train, they called to say " oh, by the way, our college age daughter is with us for this night, do you have a cot or sofa for her?"  Our policies clearly state 2 persons per room, and our rooms are set up for only two, no room for sofa or cot!  These people were grateful, apparently dad slept on the floor, but, really? who does this?  If we had had any extra rooms I would have asked them to use that and charged them, but I was totally booked.

    This is different, but, I am still shocked - mother and son arrive for college orientation, again, mom was surprised that college was not putting son up for the night, so, he is sleeping in her bed.  But, she wanted to know if she could cook for him as he has multiple food allergies and apparently can't eat anywhere except for one restaurant.  No mention of any of this in her booking.  We don't allow people to do their own cooking, nor do we supply cots, do laundry or any other request that is not listed on our website! Just ranting. 

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    Pentire2016

    I totally agree with this. The review system is a very one sided stance putting those who do the work in a no win situation. There are of course providers who are solely there for the money cutting corners and providing the bare minimum. Same with every sector.

    If BDC find it so difficult to do as AirBnB do, in that the review system is a balance between provider and guest. Then, they should know their providers. A good consistent review score, should immediately give us the right to comment..... at the very least, on a review that is low and inconsistent with the majority.

    In my mind, a no comment, anonymous review, good or bad should be disregarded in the overall score. If you can't add just a word or two, then the review is just a standard tick box with no point!!

  • Avatar
    Lanski70

    I had 2 guests for 3 nights. The guests "invited " 8 more people to hang around, i spoke with the guest and explained that in our policy only the registered and checked in guests can stay at the property at all times. I contacted booking and let them know , booking sent an email to the guest that extra people need to leave in 30 minutes if no the reservation will be canceled and i can call the police. All the guests left after 30 minutes BUT came after midnight all 8 of them sneaking in like rats under the gate (i have security cameras) I contacted Bookung and eventually the reservation was canceled.

    The guests had to leave after there first night and i kept the rest of the reservation money due to misconduct of the gust 

    What to learn,

    1. Stricked  your policy.

    2.Charge the guests 30 upfront with no return policy .

    3. Dont rely on the Police only if you have official cancellation of the reservation.

    You dont need bad guests and scammers, serious  guests will go with your property.

    4. Try to communicate with your guests on the booking page only. 

    5. Call Booking and you will get fast and great support .

      Good luck ;)

     

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    Volpino

    I had guests who booked my house for 4 people. 17 people and 5 large german shepherd type dogs arrived. they crept in, when i challenged them they were very unpleasant and intimidating. my maximum no is 10 guests and 2 dogs(with permission) What would other hosts do in this situation and if they rejected them would they lose their money?  These guests? when they left left horrible reviews.

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    Graham Fisher

    I'm afraid we are back to the old question Volpino - are you prepared to lose the money?

    Here we reject the client (I would rather have the accommodation empty then risk the possible damage people like this are likely to cause!) then mark them as "no shows" (the booking you expected was not the one that arrived!) and say the card was invalid on Booking.com.  You lose your money, but they cannot then leave a review on Bdc.

    The choice is loss of money or loss of reputation via a bad review - your choice.

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    Volpino

    May be, but how do I get rid of them...I am 78, fit but on crutches, if they refuse to go and behave in a threatening manner, what do I do? 

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    M Adamopoulou

    Well said Graham-Fisher. Don’t like this kind of guests and need them. Just call the police if you can’t handle it.
    Very sorry to hear that guests might be so dangerous...
    Wish you all the best and take care....

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    M Adamopoulou

    Sometime ago I had guests bringing 7 dogs without notice but they were very responsible and licked the place after all leaving it clean and tidy but that’s another story.

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    Volpino

    Thank you for your helpful replies

  • Avatar
    M Adamopoulou

    Our pleasure to exchange experiences...

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    Graham Fisher

    Volpino - if it worries you, then I think I would consider retiring and selling the property off.

    Unfortunately, if people get to know your age and concerns they may "spread the word" and cause you more grief.

  • Avatar
    Info

    I've also experienced bookings of 2 showing up with 3.  EX:We had one couple bringing their daughter to college - the mother, a physician (I know this because she called 3-4 times previous to their arrival to ask multiple questions, and tell me about them), father and college age daughter arrived close to midnight and stated that they thought the daughter would be in the dorm that night, but! oh well, do we have a cot for her?  Our policy is clearly stated: 2 per room, no child under 14.  And here, at midnight, they wanted special accommodation! We have no cots, but gave them extra sheets and blanket and dad slept on the floor. I hope he was uncomfortable!  I know that they were perfectly aware of the policy as mom is a planner ,she was just being sneaky.

    We had another couple, clearly also aware of the policy, who arrived after we were asleep, snuck in their 9 year old son, and were feeding him wet cereal in bed (!) so that we didn't catch on. 

    I have learnt to always ask HOW MANY, but, on line reservations are harder to make sure people are telling the truth.  We are a small B&B with only 4 rooms, so people who arrive with more then 2 often just have to suffer as we often don't have other rooms to move them to.  On the other hand, I had a woman reserve two rooms for her and her adult son.  Turns out, he didn't want his own room, he slept in the same bed a mom (!), and they were upset when I charged them for two rooms! Ah, people.

    The only recourse to the bad review is to state clearly in the response, how they disobeyed the rules, and no wonder they were uncomfortable!

     

     

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    M Adamopoulou

    Unfortunately guests can be very difficult to deal with. My mom taught me to treat my kids with kindness not by force. She used to tell me all the time “you can accomplish by kindness what you cannot by force. I have never forgotten her advice.
    Try to be as patient and kind as possible....

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    Richardloram

    Pentire2016 - I could not agree more and yes Graham I am sure that there are legal issues with having details on guests being shared - however I feel this might be a B.C ploy to avoid doing anything to change anything to their winning formula.  I like your way of dealing with extra guest using the insurance quota for rooms - genius by the way and thanks I'll have that one. I have recently asked B.C about the lack of accountability of guests and suggestted a more open and fair system like the one used by Air B'n'B - where we can write about each other. This would surely discourage not only vindictive 'reviewers' but also protect us 'partners' by letting us know a bit more about who is coming into our house / hotels / B'n'Bs etc.  The fact we have no idea who is on their way to us is a bit unsettling for me - I also remember with Air B'n'B they had a insurance policy which covered ALL owners of property against ANY damage to the value of £1,000,000 - not sure how valid this was or if anyone claimed on it - but it did make you feel alot more comforatble about renting out space in your house. I gues this is because in the past B.c has only been working with bigger corporate entities and this has not been an issue but I feel it is now if they are branching out into this sector.     

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    Ginascott57

    We have had several guests trying to bring extra people. Our policy is to charge them for the extras, regardless of age. If they are on the property we are liable for them and their safety and we need to know how many people are here in case of disaster.

    Does not worry me about what type of review they leave as I can reply and justfy my policies.

    People need to understand they cannot go through life cheating. One family booked for 8 adults and brought 7 kids as well...how do you think they all fit in, when they have already maxed out the beds?

    Accountability.

     

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    Lanski70

    I had it before too many times. More people than payed and booked.Make your policy stricked , had 2 guests showed up after 30 minutes 6 more showed up  8 total . i told them 6 need to leave the property. they offered me cash , i refused and ask them to leave , didnt helped, Booking didnt want to help much and told me call the police. In each  reservation on Booking site theres a tab MISS CONDUCT by the guest , click on it and from there Booking will have to cancel this reservation, in this case if you have stricked policy you will have the money and guests will need to leave immediately. With CANCELED reservation on hand you can call the police for trespassing. Guest will be out and you will have the funds. In this case you will need to call booking and make sure they will initiate  the cancellation immediately.IF you take the cash or any other type of payment you getting yourself  into a bad situation with people that didnt respect your policy or you so for sure its not going to change and you might get stuck with them for LOOOONGER that you want to . If you Take money outside booking you on your own .

    Booking need to improve the info and the revues of the guests . On Airbnb nobody can book my property without my agreement. You gues better stay  empty than a house full of ****.

    Good luck and make Money 

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    Lanski70

    Be there to meet your guests , Its good for good reviews and that way you can see what exactly going on.See how they got to your place Uber ?Taxi ? Rental?  last one i had  was A Minivan full of people sitting by the house waiting for me to leave. (i live on the property at the main house) . If guest was canceled due to miss conduct they cannot leave ANY review.

      

  • Avatar
    Grzegorz Szychowski

    What do you use to check number of guests?
    I mean the situations where reservation is for 2 persons and two hours later 3 more guests arrive.
    And I'm Talking about apartments not Hotels. Although in big hotels nobody ask people entering the lobby.

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    Lanski70

    To M-Adamopoulou i like your comment and you right,.But today you need to stand on your ground. Many good people got hurt due to there kindness and wiliness to be good to others. Be good and watch your back .

     

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