Hello there,
I would like your opinion/suggestions on how best to handle this situation:
On the 8th of June I had an information request via Homelidays by a couple who wanted to stay in one of our villas for their honeymoon. After a few quick answer/reply emails (within 1 day) they said they loved it, wanted to book it and asked how to pay. I sent them the usual email with the 30-70 payment method upon which they said that they would like to pay the 70% when they arrived on the island.
I immediately replied that this is not acceptable and explained why, then I heard nothing from them for a week (all their other replies had been swift).
In the meantime two other guests appeared and booked via Paypal the available villas.
So guess what happens? the honeymooners showed up last night asking how to pay with Paypal....
I sent them a polite email explaining that there is no more availability and because it is their honeymoon I will try and find them another villa via my own acquaintances.... but it seems that it made the situation worse, they demand to pay and say they booked it and THEY will stay on my villa...
On the one hand I am flattered that someone like my villa so much on the other hand I am a bit worried on what to do next.
I will certainly find them something, but I am not sure that they will want it.
Should I contact Homelidays with the issue? is this something they can assist me with?
Best Regards
Theoharis
Having no more availability due to misunderstanding
Re: Having no more availability due to misunderstanding
Hi Theoharis!
Homelidays will not be of any help.
What is not clear to me... Did the first couple paid the deposit?
Tiz
Homelidays will not be of any help.
What is not clear to me... Did the first couple paid the deposit?
Tiz
I just had the same thing. I pointed out that my e mail stated that they must reply to that e mail to say that they wanted to book when I would hold the dates provisionally - they didn't reply for 4 days and in that time I had a confirmed booking. That's just how it is and I apologised but so many people don't reply to re mails that I feel we have to go with the committed booking and I don' have a contract with anyone until I have received their booking form and deposit.
, what is the 30-70 payment policy??Re: Having no more availability due to misunderstanding
The 30-70 policy means that we get 30% of the rent as a deposit to secure the booking with the remaining 70% paid 20 days before the holiday starts.
The guests in question mentioned that they wanted the villa but when I told them about the 30-70 policy gave me the impression they had issues with paying all the money upfront plus the fact that we had no reviews in Homelidays.
I had not sent them a booking form yet and they certainly had not paid a deposit, because we had not finalised yet the term of the booking.
I am upset to mess up their honeymoon, but I am even more upset that they do not seem to accept that what was done, was done.
The guests in question mentioned that they wanted the villa but when I told them about the 30-70 policy gave me the impression they had issues with paying all the money upfront plus the fact that we had no reviews in Homelidays.
I had not sent them a booking form yet and they certainly had not paid a deposit, because we had not finalised yet the term of the booking.
I am upset to mess up their honeymoon, but I am even more upset that they do not seem to accept that what was done, was done.
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kendalcottages
- Posts: 2474
- Joined: Fri Nov 27, 2009 11:08 am
- Location: Kendal, between the Lake District and the Dales
- Contact:
They said they wanted to book and gave terms that they wanted to book under. You told them those terms were not acceptable.
Ergo, there's no booking.
Ergo, there's no booking.
Kendal Holiday Cottages Ltd., Kendal, Cumbria - between the Lake District & the Yorkshire Dales.
Re: Having no more availability due to misunderstanding
What you did was totally correct but I can understand why you may feel bad about it.theoharis wrote:.... then I heard nothing from them for a week (all their other replies had been swift).
Just think now if you had told the second set of guests that the time was unavailable and your honeymoon couple had in the meantime found other accommodation but not bothered to tell you. This is sadly very common and its why you should not feel bad. So just chalk it up to experience, and think about how to improve your process in the future.
Having experienced exactly this situation in my early days, following advice received here on LMH, I now add this paragraph in every reply to the first enquiry:
I'm even considering dropping that second sentence.Finally, I really should mention that we are constantly getting enquiries for this accommodation, and a reservation cannot be guaranteed until both the booking form and deposit are received. If you need more time to think about it, please do email back and we'll try and work with you if possible.
** Richard
PIMS: Holiday Rental Management system
They say we learn from our mistakes. That makes me a genius !
PIMS: Holiday Rental Management system
They say we learn from our mistakes. That makes me a genius !
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Hells Bells
- Posts: 13173
- Joined: Sat Apr 30, 2005 8:42 am
- Location: French Alps
- Contact:
First of all I will have to agree with Richard and thank you all for your support. Although I was quite confident I was doing the right thing, your thoughts/opinions have been very valuable!
So thank you!
I have sent them a recommendation for alternative dates and another lovely hotel which I hope they will take!
Fingers crossed!
James you think it can be a scam? what kind?
Lets wait for the next sequel!
So thank you!
I have sent them a recommendation for alternative dates and another lovely hotel which I hope they will take!
Fingers crossed!
James you think it can be a scam? what kind?
Lets wait for the next sequel!
I have just changed my first and second reply letters adding the phrase that if I have not received both booking form and payment the accommodation is not reserved, and that we can get multiple enquiries for same dates.
Originally I said I would hold it for 5 days, but as I was getting an enquiry every day for the same dates I didn't feel it was reasonable to say to others sorry I'll get back to you in 5 days. I wouldn't wait 5 days myself on the off chance.
That said if someone sounded genuinely interested I would recontact them to say that I have had another enquiry so can they confirm if they really are interested. Thus got a 5 day booking and lost a 2 week enquiry. But the enquiry might not have converted and the interested party has.
Good luck with it though. Try not to feel too guilty, I can't see that you did anything wrong, they are just dishing up emotional manipulation.
Wally
Originally I said I would hold it for 5 days, but as I was getting an enquiry every day for the same dates I didn't feel it was reasonable to say to others sorry I'll get back to you in 5 days. I wouldn't wait 5 days myself on the off chance.
That said if someone sounded genuinely interested I would recontact them to say that I have had another enquiry so can they confirm if they really are interested. Thus got a 5 day booking and lost a 2 week enquiry. But the enquiry might not have converted and the interested party has.
Good luck with it though. Try not to feel too guilty, I can't see that you did anything wrong, they are just dishing up emotional manipulation.
Wally