In November 2011 I posed an observation on my blog which read, in part: “…you've undoubtedly fielded a last-minute call from a guest who has to cancel their reservation. Depending on their timing and your policies, they may not owe you a thing or you could hold them accountable for a service fee or, perhaps, the entire bill. But human nature being what it is, you're likely to give the guest a pass when they tell you WHY they're canceling and that usually includes (choose one) accidents, death, military deployments, divorce... The more heart-wrenching and emotional, the less you're likely to enforce a financial penalty.
Just curious: What excuses, either valid or suspect, do you hear? And how do you handle it?
Handling a cancellation to give your guests the benefit of the doubt while looking out for your financial well-being is a fine line, so I enjoyed hearing from readers who had some serious – as well as tongue-in-cheek – takes on the matter…
Diane wrote that she’s dealt with a guest “whose grandmother has died four times in the last ten years.”
Mark notes that the only reason guests cancel at his inn is for one reason only: Someone died.
“And I hate when that happens,” observes Mark, “because it means we won’t be seeing them again.”
I’m not sure if Mark meant he won’t see the guest or the person who died but, apparently, death becomes some guests. Whether it’s rooted in reality or not, many use that as a “get out of deposit free card” to cancel a reservation. Mary Ellen refers to as “The Lazarus Effect” which, she explains, is when a guest calls to cancel because of a death in the family.
“But,” she writes, “When I reiterate our policy (which they have seen on our website and in their confirmation e-mail) then somehow they can suddenly honor their reservation.
“I have come to believe that no one’s grandmother’s funeral is ever Monday-Thursday…”
What’s Your Excuse?
Perhaps a more plausible reason is weather. Savannah notes an increase in cancellations “when there’s a storm approaching” and Jennifer agreed, saying that bad weather and family issues initiate cancellations.
In fact a family issue is something that Kathleen experienced -- even before the family got started.
With a room reserved for a couple’s honeymoon that night, that afternoon she took a call from the bride.
“All she told me was that they wouldn’t be showing up that evening,” Kathleen recalled. “I sensed a disappointment, but no tears. I wished her well in whatever her day and evening brought and left it at that.”
What Kathleen later learned was that moments before the wedding, the police had finally tracked their man. It just happened to be the groom who was hauled away in handcuffs.
It’s almost a guarantee most innkeepers would waive the charge in a situation like that, which is why I initially posed the question on handling excuses for cancellations.
What is the right thing to do?
Susan Poole, who bills herself as ‘The B&B Coach’ offered sage advice that should resonate with innkeepers.
“Policies generally are not cast in stone, and it is up to the individual owner to make the call,” she notes. “Most B&B owners are pretty good at reading people – in person or over the phone.
“Some of the questions I tend to ask myself are:
• Does this person sound truly upset?
• Can I re-sell this room?
• How much will I lose in goodwill vs. the money I will lose?
“If you really have doubts, then I have seen innkeepers charge the individual, and then provide a gift certificate for another time. As for myself, I have only actually charged 3 people over the last 6 years for rooms they couldn’t use – it comes down to what makes me most comfortable in the situation!”
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Do You Have Reservations About Your Reservation Policy?
