innkeeping: Re: Problem Guest

[fountain@wworld.com (Carol Austin)]

> > From: Bud and Anne Benz <HamiltonHouse@worldnet.att.net>
> > Organization: Hamilton House Inn
> > To: innkeeping@innsite.com
> > Subject: Re:  Difficult guests
> >
> > If they waited to tell you their "tales of woe", it means that you have
> > already collected their payment.  I would definitely repond to their
> > call in writing, but tell them there would be no refund.  Their
> > accommodations were fine.  I would also mention that all innkeepers have
> > private space and that is definitely off limits to guests.  Sometimes
> > people just try to get something for nothing.  A nice letter will soothe
> > them.
> >
> > Anne Benz
> > Hamilton House Inn
> > Spring Lake, NJ 07762
> > http://www.hamiltonhouseinn.com
> >
> > >
> > > From: "Leonard Clarke" <abba@thezone.net>
> > > To: <innkeeping@innsite.com>
> > > Subject: Re: innkeeping: alcohol license
> > >
> > >  I have seen some good hints from you folks.
> > >
> > > I have been in business for maybe 7 years, and one or twice a year I get 
a
> > > "difficult" guest. My past practice has been to bend over backwards to
> > > accommodate in any way possible. If they didn't like the room, I have
> > > given
> > > then a refund.
> > >
> > > I am getting older. This year we had three ladies from the US. They 
booked
> > > two rooms with three beds and two baths at $65 per night = $130 Canadian 
=
> > > $100 US. Rooms are decent see http://www.wordplay.com/abba_inn/
> > >
> > > They left after the first night and called me a few weeks later on my 800
> > > line with a liteny of complaints:
> > >---- Ligitimate complaints should have been handled prior to their 
leaving.
> > > 1)    towels were frayed. This was wrong but they may not have been
> > > properly
> > > matched
> > >----Unmatched towels does not warrant a refund (nor does frayed)!
> > > 2)    housekeeper had two guests in private quarters. Imagine. I asked
> > > whether they were smoking or drinking or being loud or whether it was 
late
> > > at night. Well no, but it wasn't right that they be there. I asked, well
> > >-----An inkeeper must have private quarters where quests are not allowed. 
 I believe we all have friends that are 'allowed' to visit us without the 
permission of guests.
> 
>  > 3)    in the kitchen there was a garbage container which was not
> covered
> ----- SOME guests will wander into the kitchen and garbage containers
> should never be left uncovered.  This; however, does not warrant a
> refund.  I do not believe she was there to eat but rather to be nosey!!
> > > She wanted a full refund.
> ----You were out the expense of purchasing food for what you anticipated
> to be a 3 day stay;==  There is NO way I would consider refunding the
> night's lodging they used.
> Sounds like you have a busy-body...
> Best regards,
> Carol  (fountain@wworld.com)