Guests who behave like filthy beasts!

[Graham Durack]

[-o< We've been open for nearly a year now and twice we have had people who seem perfectly normal when they booked the accommodation, looked perfectly presentable on arrival, but when they left their room after their first nights stay, we were positively revolted by them!
Thankfully this is not the norm, but! On! my God! one of these occasions springs to mind and it still makes my skin crawl. They were a young couple, but they behaved like deprived animals. their room was totally trashed and the bed linen after they left was a disgrace!
I had to bundle it up and put it in a separate plastic bags to be sent off to our laundry company. I had to put warning notes on the bag so the laundry company knew what was coming. (sorry guys I cant go into the finer details as they were only doing what comes naturally to animals.) The laundry company were fine about it and we were not charged any extra, but it was all very unpleasant, and we are not prudes either!.

One of the things that came out of it was that we found a company called Out of Eden who sell hygiene bags and containers. I think the containers were £2.95 each and the bags were 99p for 25. We've sited these containers in the ensuites above the toilet roll holders.

I have to say that I do not know why we didnt think of doing this before and they look rather swishy doo! but it does mean that the next time we get animals booking in, they can at least conceal their beastiality in a hygienic way and that we dont have to look at it!

Unfortunately you can not protect yourself from guests like these but I can assure you we will be fully occupied if they contact us to stay again. How has anyone else overcome problems like these and what steps did you take to minimise this happening again?

[Sue & Dave]

Hi Graham
Not really sure what you mean by "filthy beasts" .. the mind boggles.
We have had guests that didnt leave thier room for nearly two days and where ... well.. a bit vocal :-" think it was a new relationship But the room was left looking "normal".
I have heard of other places being left with "skid marks" on the sheets :-& . I think it was also on the tele a while back.
Also some had some guests who spilt red wine in the rooms, up the walls, curtains and on bedding...... dont know what they where about to achieve that. We tried to get some compensation but couldn't. Since then we've gone down the credit/debit card route and normaly dont take any more bookings without card details.

It'll be interesting to hear of any other establishments stories 8-[

Dave

[Scarlett]

Oh dear Graham. We have been open five years and I have to say we haven't had anything like that happen, apart from the usual accidents with food spills etc. I think the worst thing we have had was a guest being ill due to drinking too much. He was violently sick in the room and didn't tell us, He cleaned up the mess with towels, but it took us a day to work out why there was an awful smell even after the towels had been washed. We charged the 'gentleman' for professional cleaning of the carpets. BTW, he was a bank manager :-s

[Raincliffe1]

Yes, it never ceases to amaze me how a very small minority of guests behave and you think, 'do they actually live like that?'

Basically, when we took over our property it was a case of 'anything goes' with the previous owner, who incidentally left us forward bookings 80% of which we did not want back and nor have they ever come back. One of the worst nights was a group booking the last owner took. They decided to have piggybacking races with women up and down the stairs semi -naked and mostly drunk - the women were not even staying at the hotel. So disheartening..I had a lady at breakfast saying she had had to get up in the night to ask them to be quiet and in 40 years of staying in hotels she had never had to do this until that night, I was so upset.

The best way to avoid this kind of disrespectful behaviour or damage is by taking card details and reiterating to the guests at the time of booking that any damages (we also include irreversible stains to carpets/linen in this) will have to be paid for on departure, we also state that we reserve the right to terminate our guests booking if they are unable to abide by the hotel rules.

Every year I revise our terms and conditons on our website which I refer our customers to, plus there is clear signage on the back of the hotel doors, signs throughout the building and copies in the room folders. If my husband has ANY DOUBTS about people on checking in he basically reads them the riot act. I simply make a pathetic excuse about making a mistake with the booking and send them on their way to establishment which is not bothered what they may or may not do. The bottom line is you have to think about your existing customers, if they cannot tow the line they will not only damage your building but your trade as well, decent people won't come back.

I have had this discussion with a few hotel inspectors now. Their thinking is that by simply upping the tariff it discourages people who behave in this way, but I am afraid at peak times this kind of undesirable customers will pay whatever it takes to make sure they have somewhere to stay and will treat it however they wish.

[Manors]

#-o Last year we had a single lady book a one night stay with us, as she had done on several occasions previously with no problems whatsoever. She paid her bill and left with the usual pleasantries. It was not until my housekeeper went up to the room that she noticed a distinctly clean smell! We shouldn't complain?? She went into the bathroom and the toilet was stuffed full of toilet rolls and the floor covered in fairy liquid bottles and various other cleaning implements and rubber gloves! We managed to unblock the toilet, and while thinking the woman's actions rather strange left it at that. Two weeks later the hotel was full and the drainage system under load when a guest in a room close to the one in question said his toilet kept filling up and the shower would not drain. We called in a drain company and they spent two hours clearing the blocked pipework - saying it was caused by the actions of the aforementioned guest. It cost us £65 and because two weeks had gone by we did not feel we could forward the bill to the woman. She has never returned!! What would others have done?

[Raincliffe1]

Absolutely appalling. What to do about it? Apart from photograph it at the time adding something to confirm the date? a sworn statement from the drains guy/plumber? drag in a local JP to witness the mess? How far would you have to go to prove it was this lady, then she would deny it. Then again she is not going to come back is she? I personally would have said that unless you have a cast iron case against her it boils down to her word against yours. Then again, other hoteliers might argue if you go to the time and expense of getting all the evidence together then perhaps you have a case against this lady and can legitimately deduct the costs from her card details. If she protested, maybe mentioning the small claims court might make her see the errors of her ways. In this case the problem would be proving that it was not a subsequent customer who caused the blockage, hence your booking diary would be evidence, diagrams of your drains/plans of the building - where do you stop????

Something that I often have wondered about since becoming a hotelier is a database of 'undesirable' customers. Yes, I know the logisitcs of operating a system such as this are open to abuse in so many ways as people are not honest, personal information changes, outside possibilities that inconsiderate/costly behaviour is a one off etc.

Generally customers who behave in this way are a constant pain and will do it again and again and again, repeat offenders. Very often they will often come to the same destination and do this. It would at least be some recompense if you could type a name/address/description/car registration into a database and it comes up with this type of information so at least you can make an informed decision when they come into your premises or not. I am sure though the reason (as far as I am aware) that nothing has been implemented is because of the issues of privacy and accuracy of information.

[David]

We've all had it at some point !! The young couple who tipped us over the edge to have card facilities ruined bedding that had been purchased on ' buy now pay September ' so it was spoiled before it was paid for. The occasional 'skid mark' referred to above is probably inevitable.
I'm reminded of another owner once saying to me "don't people know they've got dirty bottoms?" Also Dame Edna Everidge talking about Norm. 'her' husband going through his nudist phase and how it had been a mistake to get that cream sofa. ** it happens.
The instance with us was the above problem but about 1000% more !!
They were asking for an extra night, which I said we couldn't do. They were half way across the car park and I was on the phone telling other guest house owners not to take them and to pass it on the their other friends.
We can't do a blacklist as mentioned, what if someone sells their car and the number is on a list, the new owners - decent folk - couldn't get accommodation, same if it were done on home address.
In our first year we had (from you ladies) badly soiled sheets on a number of occasions. The inspectors hate the plasticky mattress covers but they saved us for sure.
However, since upping our prices in line with our improved rating and gold award we haven't had any problems, touch lots of wood !!
The mattress covers have gone and everyone including us is happy. So I would say, it's part of the job but you can price most of it out. Having priced higher you are also covered if a bad guest should slip through the net.
By the way has anyone noticed that it is all too often the one night stay that these problems come from.

[Joyce Taylor]

A similar thing happened in our disabled suite an autistic young man and his carer booked the room for 2 nights. When they arrived the carer asked us to remove all cleaning materials etc as the young man had a fascination with liquid this we duly did and they had a very nice stay and were a pleasure to accommodate. However after they had left we discovered that 3 toilet rolls had been used but only one cardboard middle was in the bin. A few days later when we were full the toilets started backing up and when we went in the garden to investigate we could hear lots of the neighbours outside and they were a bit upset as raw sewage was lifting the lids on their drains and flooding their gardens. The council came out and sorted it and as the system is old and inadequate they couldn`t narrow down the source. We never did confess.

[Raincliffe1]

Agreed David, 99% of the time it is a one nighter who has paid cash. We now insist on card details from all one nighters regardless of how they pay. The hotel inspector advised us to up our tariff to discourage this 'idiot element' however (as I may have said before) at peak times people will pay whatever it takes to get a room. Secondly we have accommodation providers in the near vicinity who charge extremely low tariffs e.g. £17.50 per person per night including breakfast (4 star guest accommodation rating) as we are 4 star silver we can charge more but customers still query the price differential which is actually over £10.00 per person therefore we find it difficult to charge much more as we need to remain competitive.

Katherine

[joyful]

In over 10 years in business since introducing a credit card facility 2 years ago I have noticed a vast improvement in every aspect of guests behaviour and I feel much more confident about every aspect of B&Bing as well now! I have noticed that the younger couples (across the social spectrum) often leave their rooms (when I go to tidy up) looking as they have been attacked by wild bears. Par for the course now in this "me" "me" "selfish" "self centred" "instant" "who cares" "I've paid for it so stuff it" society we seem to be immersed in. (Which takes me back to my pet hate - early arrivals some 3 or 4 hours before they are due (catching me dripping with sweat dragging a hoover) - is in my book is just impolite behaviour on their part - this has its own subject heading on the forum).

[freddy1]

well, after reading all of the above I feel quite lucky. We have have been in the B&B business for just over 5 and half years now and introduced credit/debit cards within the first year. This was due to some people booking and not turning up (we suspect a scam as it happened over a short period but there were a lot in that time). Anyway, as soon as the card machine arrived I had my T&Cs and booking policy on the website and on all my confirmation letters and invoices. This way no-one could claim ignorance of the law, so to speak. It works and I stick to it...some customers do not like it when I have to invoke the penalty, but if they breach the contract then I have the right. After all, (and I quote this one a lot) would you argue the odds with Thompsons or British Airways if they charged you for not showing up etc? and these companies insist on full payment (unreturnable) 8 weeks prior to the holliday dates, so why should we B&B owners and operators be ashamed of invoking the penalty for not showing up or damage to property? I beleive that too many think we work for 'pin money' and that we hide it all from the tax man and it's only a hobby. It makes my blood boil when I get offered cash and they state to avoid the taxman. Do I look dishonest!! Anyway, I believe the more professional B&B owners are in their approach to taking deposits, having T&Cs and boking/cancellation policies, and charging for damages, the more customers will have respect for our property. If you 'feel sorry' for a guest who cancels saying they're ill (which usually happens if the weather goes bad) then you only have yourself to blame. Don't feel sorry, First Choice, Thomas Cook etc don't!! They have policies and stick by them. I used to take dogs in the house but no longer - bad owners. Sorry, but other guests have to use the rooms and they are more important than someone with a lapdog that shares a bed with its owner. It's not easy saying no, but you shouldn't feel obliged to take bad behaviour from any guest, regardless of how much you charge. Remember, if your guests leave happy and they make you happy then your future guests will be happy. Bad guests = unhappy host = grumpy greeting of new guests.

[Starchip]

Getting back to the original post by Graham - Hi Graham - the solution is easy.

Install a hidden video camera and sell the results on ebay.

Oh. "deprived animals"? Really? You didn't feed them? Maybe just water? Not a good advert for your breakfast is it? Also, I do love the bit - "They were a young couple" - Well, how old are they now?

[imported_Mulders]

Agreed David, 99% of the time it is a one nighter who has paid cash. We now insist on card details from all one nighters regardless of how they pay. The hotel inspector advised us to up our tariff to discourage this 'idiot element' however (as I may have said before) at peak times people will pay whatever it takes to get a room. Secondly we have accommodation providers in the near vicinity who charge extremely low tariffs e.g. £17.50 per person per night including breakfast (4 star guest accommodation rating) as we are 4 star silver we can charge more but customers still query the price differential which is actually over £10.00 per person therefore we find it difficult to charge much more as we need to remain competitive.

Katherine

I think it doesnt really matter how much you charge some people well off people are just as dirty sometimes as the not so well off, I think occasionally they think because they have paid more it gives them the god given right to do what they want.
I am also 4 star silver rated and two of my 8 rooms are £129 per night this did not deter one young couple from eating kebabs in bed with pure white egyptian cotton duvets and then feeling the effects of to many beers topped off with that kebab. rest assured the damage was taken from their card but I think it is a sign of the times when these young people have to much money and no respect for themselves or anything else around them.
There is no way of telling if a guest is going to respect your property because sometimes im afraid they think they have paid for the room and they can do what they want. Until they get their credit card bill for the damages!!! Money is no indication of respect.

[Raincliffe1]

Agree with many of your points Allison; money is no guarantee that people will respect your property, but I tend to think if a guest has spent more money on their accommodation they have less money to spend on alcohol... perhaps.

Katherine

[Dartmoor B&B]

What an horrendous experience ! I just wondered what you did to fix this and did it work ? We have found that since we got a 4star rating and starting charging more our problems in this line have gone and in 10 years of B&Bing we have only had 2 guests who caused any serious damage.

[Der Alte Fritz]

What is needed is good T&C prominently displayed at time of booking and then enforce them with a credit card. Ensure card is usable by Pre-authorising on your PDQ machine.

Does VB have any standard T&C that people could use?

[Moderator]

What is needed is good T&C prominently displayed at time of booking and then enforce them with a credit card. Ensure card is usable by Pre-authorising on your PDQ machine.

Does VB have any standard T&C that people could use?

Please visit http://www.accommodationknowhow.co.uk/legislation-guidance/guests/bookings where you will find a Terms and Conditions template

[greenbarncottages]

Please visit http://www.accommodationknowhow.co.uk/legislation-guidance/guests/bookings where you will find a Terms and Conditions template

Where it states:

"Please note that this standard template is for advice only – his does not constitute legal advice. Booking terms and conditions are a complex area of law – we would recommend you seek legal advice before publishing your terms and conditions of booking."

So the simple answer is no, VB don't have a standard T&C. The fuller answer is that VB don't have a standard T&C that has any legal backing.

I have a feeling this has been discussed before, but you can put in, or leave out, just about anything you like in a T&C and if it is not in line with the Law governing unfair contracts it's worthless. I can state that if someone books accommodation and pays the full amount three months in advance, then I won't refund their payment at any time under any circumstances. If nobody challenges it, I'll probably get away with it.

I spent a lot of time trying to find standard T&C's for holiday letting that were both realistic and watertight, but no success; that includes a contract supplied by an online legal outfit which was so sparse as to be useless. One answer is, of course, to have a standard contract drawn up by a legal bod, but I can't quite come to terms with the idea of everybody in their own sector of the accommodation business shelling out another few hundred quid, individually, for the same service when all it needs is for a representative body to do it once.

[Tina & Bernie Windsor]

We currently have a walking group of young lads in the house and one of them has been violently sick all over his room. We realise that it happens, but this guy has striped the bed and valance and made the bed back up with all the sick under cover so to speak. Obviously trying to hide it.
The vomit is all over the walls, in the alarm clock, everywhere..so how he thought he could hide it is beyond us!! The smell hits you as soon as you open the door.
This room is also booked out tomorrow. There is no way we can place a guest in here now..
Are we within our rights to ask him to leave? We already have a policy in our T&C;s stating that damages not notified attract an addional charge on top of the replacement or cleaning costs. We will ask for this..but we don't want him back in the house tonight.

[Der Alte Fritz]

Yes you are well within your rights to ask him to leave under the "Unacceptable behaviour" clause in your T+C. People who get drunk, party to the small hours, fight, smoke in the rooms, etc are all asked to leave under this clause quite successfully and often shamefacedly as well.

[dianeverlaine]

We have 2 holiday cottages and have been open since May this year. So far we have had 2 separate couples who would be best described as 'Mingers' of the first water. The second of these were very friendly and chatty, a bit too much for my husband! however they left our beautiful 1750's apartment in a dreadful mess. The husband had also dyed his hair and used the towels to clean up the mess. Needless to say all the towels and face clothes had to be thrown away!

[canter]

Any suggestions on how to word a polite note to remind ladies (or gentlemen!) to remove their make-up before wiping their face with our nice white towels? Lately we've had a few colourful towels left in the shower for us to change (eye-shadow, lipstick and foundation smeared all over them) We even put face wipes in the bathroom, but they tend to ignore these. I just can't find the right wording.

[Martin]

'All Damages Will Be Charged For'? ;-)

Martin.

[Erik_Hamburger]

The best and most tidy customers are married British couples in their sixties and older. Often the room is left as clean and tidy as they found it, bed made, etc.
The worst are young urban professionals straight from Uni who ignore check-in times, ignore breakfast times, spill wine everywhere, bring in take-away curries and eat them in bed, and throw all their clothes and possessions on the ground in a big heap. Just like my two Student sons.

[missouri10]

'All Damages Will Be Charged For'? hehe

[Longinthetooth]

In my first year in operation as a 5 Star Self Catering I was truly upset at the general mess and damage and chaos I found on arrival to clean.

The 2nd year in operation I put in place 2 practice which have solved the problem to my satisfaction.
1) I meet greet and say goodbye.
2)And a £100 Refundable Bond payable at time of balance and returned after we/I have cleaned the property. In the main the change over night was quite remarkable.

If you are able to say goodbye the guests feel you are very thoughtful and genuinely care that they had a good holiday, they can report anything they feel should be brought to your attention i.e. light bulbs blown etc., (takes the sting out them perhaps wanting to give you a drubbing on the internet) damage either side can be reported. In order to ensure they get their Bond back I usually find everything back in its place. HOWEVER.... last year on 2 short breaks some good glasses were broken and I deducted £5. Mistake - perhaps on reflection I was over zealous. The nuclear fall out was heavy and screaming down the phone at me and nasty e mails.... So, be prepared perhaps to let small items pass as general wear and tear, but the Bond makes guests think twice and if something over say £10 is broken its easier to recoup the cost of replacement.