Guest showing up with more people than booked

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  • Avatar
    Leandri Klopper

    Hi there Friederike,

    Unfortunately Asad has a good point in stating that some guests will blatantly ignore meassures put in place to avoid situations like that. 

    What I have found works quite well, is in our terms and conditions we state very clearly that only the amount of people booked for will be allowed to occupy. Should they bring extra people, we reserve the right to refuse them entry. The way we state is so final that we don't really have guests who are willing to take a chance like that considering our properties are all quite far to get to and it would be a horrible situation getting there and being denied entry. 

    Perhaps make use of the Fine Print (Property-view your descriptions-fine print) to indicate that you don't allow extra people (any and all ages) as the room is not suitable. Keep in mind though, not many people take the time to read the fine print and as Asad said, it can be easily ignored also. 

    Best of luck!

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    Graham Fisher

    Assuming that you are willing to lose the booking - we just tell people that each room is only insured for a maximum of two people and that a third person can only be accommodated in a separate room (which we will charge for accordingly).  They then have the choice of paying for the extra room or going elsewhere - if they choose the latter we just mark them as a "No Show", then they cannot leave a review....

    If they choose to take the extra room and then write a bad review - there is nothing you can do, but at least you have made some more money from them;>))

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    Asad Chaudary

    Hi Friederike,

    In the Extranet, under Property > Policies, you can specify your preferences under Children and Extra Beds.

    Normally, when you receive a new booking, you should  be able to determine if a child is coming by looking at the "Total Number of Guests". You can then message them to let them know your policy about bringing a child and determine if they want to go ahead with the booking.

    That being said, there is nothing stopping the guest from just ignoring you and forcing you to accommodate the child when they arrive. Whether you decide to charge them or not, is entirely up to you, but personally I allow one child under the age of 6 yrs to stay for free as long as they are in the same bed and most parents seem to appreciate the gesture.

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    Graham Fisher

    One drawback Joey - children miraculously "lose" a couple of years age if parents think it will save money... and then you have to argue that the 6 or 12 year old looks remarkably large for his/her age... another source of dispute.

    It never ceased to amaze me, the number of parents who thought children should be supplied bedding and food "free of charge" in a family room - in the end we did away with family rooms after one youngster decided it would be a good idea to draw a mural on one of the bedroom walls... and the parents seemed quite proud of the creative genius involved.

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    Pentire2016

    Booking.com need to allow us to comment on the guest... a guest review. The amount of time that a guest can review a property should be set. I have heard of guests writing reviews on a stay of 2 years ago, received after the premises has changed hands and the review being allowed. Not on, try taking a garment back to a shop after 2 months, let alone 2 years and trying to make a complaint!!!

    I think the very fact that they... the guests could receive a bad review, and therefore make booking future accommodation difficult, could just hopefully make them think a little more carefully about their behaviour. Certainly, allowing a child to 'decorate' a wall should become a thing of the past!

     

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    Zoinks

    Incidentally be careful about what they say about the ages of ' children'. When I first started with BDC.(earlier this year) my second ever guests said that they were coming with a child and I naively assumed it would be a small child who would share their bed. They turned up with a 6 foot tall (180cm) young man and I had to quickly set up an extra bed while they were in the room (now I know that for such things the guest must wait outside the room in the seating area, garden, etc). I must admit that I just rummaged for extra sheets and a quilt and they were mismatched. They left me the worst review I've ever received - score of 4.

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    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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    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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    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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    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!

     

     

  • Avatar
    Friederike

    Thanks to everyone for the comments. 

    We will definitely try arguing using 'insurance' next time and will not accept 2 adults + child sharing a bed.

    Graham, when you send them elsewhere and mark them as 'no-show' you basically are not charging them at all? It certainly solves the bad review issue, but then we loose the money.

     

     

     

  • Avatar
    Graham Fisher

    As I said in the first line Friederike "Assuming that you are willing to lose the booking" - I would rather lose the money than have three adults trying to share a double bed!  Which we have had... with Bdc customers.

    With children we may allow this, but it is quite clear the following morning that neither adult enjoyed a good night sleep - they assume our rooms are set up like Premier Inns with a double bed and a fold out single which they can use for free, they are mistaken.

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    Zoinks

    As Asad said set your policy so that for example (as I have done) a child under 6 stays free if in the same bed as the parents. I also set it so that a child over 6 but under 12 is charged a nominal fee but anyone over 12 has to pay an extra charge if the room is described as twin or double + sofa bed or folding bed. I've just had a couple who said they are coming with two children and they said they would all sleep in one bed. The double bed is 160cm wide. When I agreed that there would be no extra charge,  they suddenly changed their minds and want an extra bed in the room. I sent them a message saying there is a charge of Euro 10 but they did not reply. I charge for the extra bed (even if it is just a folding bed) as it needs more work to set up and an extra set of sheets and pillowcases to launder etc.

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    Zoinks

    Graham Fisher  You're right, I'm still on a steep learning curve in these matters. Gosh, they let him draw on the wall and were not even apologetic? What did you do in this case? I've just remembered that somewhere in the PROPERTY tab there are things like whether the room/property is safe for children and it mentions things like electricity sockets. I'm not 100% sure but I seem to remember questions regarding other safety features for children and I had put in that there may be some sources of danger for young unattended children (balcony etc). As regards ages - I've had couples with babies and they are not a problem at all. 

  • Avatar
    Graham Fisher

    Well Joey, without our decorator present to price the job, all I could do is ask for a "contribution" which - with some delay - they paid but it did not cover the cost of re-decorating.  They did apologise, but were clearly under the impression they had a budding "artist" in their little precious!

    Frankly - if you have balconies, I would discourage families, what happens if "precious" climbs the rails... we found a 10 year old hanging out of a bedroom window trying to escape "play torture" by his older brother who was sharing the room - mum and dad had left them to go out for dinner.

    Re babies - yes, they can be no problem.... but do other guests appreciate them if they are woken by the baby crying in the night and the parents cannot silence the baby....... it happens....

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    monet208

    Whatever you put in your terms and conditions will not stop guests turning up with a child even if you state an extra charge and specify age limits

    Make sure you put in every email confirmation you send your child policy including the fact that unexpected children may be charged full adult price on arrival if they can be accommodated without notice- that has virtually eliminated unexpected children turning up for us

    If they still turn up that leaves you the choice of letting them in or not

    We are fortunate that we can always refuse any child bookings except for those with babies

  • Avatar
    Wightgal

    When you confirm the reservation with the guest always state under what basis the room has been booked.  eg.  Double room booked for single occupancy.   Double room booked for 2 adults only.    etc

    We don't accept children ( under 18). But still had a couple turn up with a 3 year old. I phoned BDc  explained the situation and that they would not be staying with us, handed the phone to the mother and let BDc sort it out.

    As for any other requests for extra beds etc. I take Grahams route, none of our rooms are suitable and our Insurers do not allow it.

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    Denise

    We have a no child policy because of stairs and balconies, but still have groups turn up with children. A lot of the times the guest has booked thru a third party and are not aware of the no child policy. If the child is over 3 years old we charge for an extra person covering breakfast etc. We also have the parents sign on their booking form after I have written “as our child was not booked on the booking form we take all responsibility if anything happens to them and agree to pay any damages caused by our child. All guests are happy to sign. I hope this has been of some help. Cheers, Denise

     

     

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    M Adamopoulou

    Hello everybody.Im new so everything you read is very helpful for me. My experience is not with extra guests but with seven 7 dogs. It wa a last minute booking they came late in the night with seven dogs in a van. At first I got shocked. The guests reassured me that they wouldn’t be any problem.They were going to a dog show the next day. I accepted them telling them to be careful. They did. We also went to the dog show it was fantastic. They left us an excellent review and we have become friends. It was a great experience for us and they respect the house leaving it as it was before they came.

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    Enquiries

    We get this regularly so we have added to our booking policies to say that " we reserve the right to refuse admission if the customer exceeds the maximum occupancy of the room booked". We also state that for insurance and fire regulations we are unable to exceed the maximum occupancy. Most people will try it on but when we explain they have been very reasonable and booked another room with us (when we have had availability) or booked another room in another B&B.

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    Graham Fisher

    You obviously have more patience than I Denise, if they roll up with more than the booked numbers - I simply say sorry only the number booked, no more unless they take an extra room..... if they want to look elsewhere or I haven't got another room - then searching for other accommodation for the "extra's" is up to them!

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    Admin

    We used to accept children, until we had our first family stay. They slammed doors, jumped off beds, ran up and down the hall and wanted to play the piano at 7am to "wake up the other guests". The parents also sent them down at 7am for me to babysit and serve breakfast, and they were very rude and disrespectful 7 and 11 year old boys. I changed our property to "no children" while they were here. We will not be accepting any more children and any family turning up with them can find somewhere else to stay. It's just not worth the potential problems for other guests. And our adult guests prefer the peace and quiet.

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    Graham Fisher

    Hear, hear!  Totally agree - we only take holidays when the kids are supposedly in school and only use places that do NOT supply entertainment for children.... a weak and less than totally reliable Wifi is an added attraction since it discourages online gaming!

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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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    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 ;)

     

  • Avatar
    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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    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

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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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