Lay My Hat home page Lay My Hat Forum
The forum for holiday rental owners


 
  FAQFAQ    SearchSearch    MemberlistMemberlist   UsergroupsUsergroups    RegisterRegister  
  ProfileProfile    Log in to check your private messagesLog in to check your private messages    Log inLog in 

Guest wants to cancel

 
Post new topic   Reply to topic    Lay My Hat Forum Index -> Bookings
View previous topic :: View next topic  
Author Message
amandajane



Joined: 14 Jul 2014
Posts: 199
Location: South hams, devon

PostPosted: Tue Jul 24, 2018 1:25 pm    Post subject: Guest wants to cancel Reply with quote

Help needed!

Yesterday I took a booking for 5 nights in just over a weeks time.
Guest paid and completed the booking form. He was a bit fussy, asking whether the garden was shared as his son is scared of dogs but on the basis that it isn't said he was happy to proceed.

I sent him my information pack which gives further details about the parking, and asking people to please not turn their cars on the lawn. Now he says he's concerned about the tight entrance to the drive, doesn't like reversing(!) but doesn't want to park his car elsewhere!

The entrance is tricky, but I've never had anyone unable to negotiate it before and we managed easily when we had a Volvo XC90.

He is asking for a refund.

What would you do? In some respects I'd rather not have him there if he's going to be difficult but I have had my caretaker reorganise her week to accommodate him.
Back to top
View user's profile Send private message Visit poster's website
AndrewH



Joined: 12 Sep 2013
Posts: 1444
Location: Kefalonia, Greece

PostPosted: Tue Jul 24, 2018 2:16 pm    Post subject: Re: Guest wants to cancel Reply with quote

amandajane wrote:
I sent him my information pack which gives further details about the parking, and asking people to please not turn their cars on the lawn. Now he says he's concerned about the tight entrance to the drive, doesn't like reversing(!) but doesn't want to park his car elsewhere! ...He is asking for a refund.

This man may have changed his mind altogether about his booking and is seeking an excuse to cancel and get a refund. On the other hand, some people (I am one and put it down to my great age) are genuinely not confident about reversing through a tight space and may have dents at the rear to show for it.

Could you not in this one instance make an exception about turning on the lawn, which might now be rock hard due to the present heatwave? I don't have enough knowledge to know if this is a viable suggestion, but it could save having an unpleasant atmosphere if he does take up the booking.
_________________
www.athenagreece.com/
Back to top
View user's profile Send private message Visit poster's website
amandajane



Joined: 14 Jul 2014
Posts: 199
Location: South hams, devon

PostPosted: Tue Jul 24, 2018 2:34 pm    Post subject: Reply with quote

Thanks Andrew. That is a very sensible suggestion. And yes - "lawn" is probably more scrubland!


We try to encourage guests not to turn because the drive is gravel and gravel and lawnmowners don't mix well! But you're right, it may be a compromise.

He does seem like a worrier, keeps mentioning stress. There is plenty of perfectly safe parking nearby. I do want to say "this is DEVON for goodness sake "!
Back to top
View user's profile Send private message Visit poster's website
amandajane



Joined: 14 Jul 2014
Posts: 199
Location: South hams, devon

PostPosted: Tue Jul 24, 2018 2:45 pm    Post subject: Reply with quote

Thanks Andrew. That is a very sensible suggestion. And yes - "lawn" is probably more scrubland!


We try to encourage guests not to turn because the drive is gravel and gravel and lawnmowners don't mix well! But you're right, it may be a compromise.

He does seem like a worrier, keeps mentioning stress. There is plenty of perfectly safe parking nearby. I do want to say "this is DEVON for goodness sake "!
Back to top
View user's profile Send private message Visit poster's website
COYS



Joined: 06 Jun 2015
Posts: 794
Location: Greek Islands

PostPosted: Tue Jul 24, 2018 5:38 pm    Post subject: Reply with quote

amandajane wrote:
He does seem like a worrier, keeps mentioning stress. There is plenty of perfectly safe parking nearby. I do want to say "this is DEVON for goodness sake "!


Why? It is Devon isn't it? With all the quirks & foibles that make it so attractive.
If he's obviously a stressed out worrier, then you may well end up a (reluctantly) worried & stressed out host. If he's already asking for a refund in such a short timespan from booking I'd be tempted to give it to him. Some bookings are just not worth the grief.
_________________
This time next year Rodney, we'll be millionaires.
Back to top
View user's profile Send private message
amandajane



Joined: 14 Jul 2014
Posts: 199
Location: South hams, devon

PostPosted: Wed Jul 25, 2018 8:17 am    Post subject: Reply with quote

Thanks COYS. I couldn't agree more with your conclusion.

We have had many, many happy guests and never a complaint about the fairly tricky access - in fact we are quite lucky to have off road parking at all where we are.

Whilst the entrance is decidedly awkward, I would say that about 75% of guests use it on a daily basis and the other 25% park across the road, close the gate and only bring the car in when it's time to load and go home. (And it's perfectly possible to stop just outside the gate long enough to load a car). Builders regularly get their vans and pickups in, one a pickup with trailer which astonished me, so it's not ridiculous.

This guest has got himself into a tiz because in my information pack I try to describe the access and he's looked it up on Google and decided he can't negotiate it, and doesn't want to park his car across the road. He describes himself as being a timid driver who doesn't like reversing.

I have as Andrew suggested offered to waive our usual "please don't use the lawn for turning" request but he doesn't want the worry and stress. I think he will be more trouble than it's worth and if he bumps his car ....................!!
Back to top
View user's profile Send private message Visit poster's website
greenbarn



Joined: 30 May 2009
Posts: 6107
Location: The Westmorland Dales, Cumbria

PostPosted: Wed Jul 25, 2018 10:20 am    Post subject: Reply with quote

I suppose that as it’s so soon after he booked it’s probably best for your own sanity to accept his cancellation, but do us all a favour in the process and point out to him that if he’d made you aware of his special requirements from the start you wouldn’t have accepted his booking... Then refund him less fifty quid admin fee for a) messing you around and b) being a muppet.
_________________
Our Facebook page
Back to top
View user's profile Send private message
zebedee



Joined: 12 Sep 2014
Posts: 1061
Location: yorkshire dales

PostPosted: Wed Jul 25, 2018 11:14 am    Post subject: Reply with quote

A timid driver??

I have visions of miles of tail backs and queues throughout Devon Shocked Shocked

Trouble is, he will book elsewhere now and none of us will be any the wiser until the traffic delays hit our area Very Happy Very Happy Very Happy
Back to top
View user's profile Send private message
amandajane



Joined: 14 Jul 2014
Posts: 199
Location: South hams, devon

PostPosted: Wed Jul 25, 2018 12:28 pm    Post subject: Reply with quote

Done! Thanks everyone.

I offered a refund less £50 and he accepted. I've given my caretaker £35 for having been messed around and shuffled her work to accommodate him.

And you'll be pleased to hear he's not looking for something else! So no traffic delays!
Back to top
View user's profile Send private message Visit poster's website
Display posts from previous:   
Post new topic   Reply to topic    Lay My Hat Forum Index -> Bookings All times are GMT
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum


Powered by phpBB © 2001, 2005 phpBB Group