This is standard operating procedure for the "Extra-Net" or wholesale sites. The guest has no idea that they are NOT your customer...they are the customer of the booking channel they use. Period. The booking channel wants no part of telling them know so they do what they can to ensure the guest considers the property/B&B is the bad guy as to not tarnish their own reputation...with THEIR CUSTOMER. It is then in great part, my role, to educate the guest as to who their doing business with withe the booking. Once they arrive at my property, they are then my customer. I have always told the guest in such middle man arguments....I cannot cancel the booking, why, I have a contract with the booking channel that lays out the booking guidelines including cancellation policies. I must honor those contractual agreements even if they hope I won't. I maintain the integrity of the booking agreements as a best practices business model. I take the opportunity, pragmatically to educate the person caught in the middle. I educate them while they are in the middle so they can clearly understand what is happening as the reservationist representing the channel will not. As you said before....they only care about bookings...NOT the customer. At the end of the day still, the person who reserved the booking did so willingly and there are consequences to decisions in life. Do you want someone in your property who has no respect for guidelines? This disrespect will follow them into your property and what other rules , guidelines or instructions will they choose to push aside and not respect. Is just a consideration and this business about being the bad guy for maintaining a cancellation policy is part of the turf. A brilliant piece of information in this video.
Exactly.....this woman has it down~! "Ok so you called me directly then and I directly say...NO...I will not cancel the reservation; next question! One must have a working "NO Muscle". The first time you say NO the wind blows unbearably, and each time you say no after that...the wind of conflict blows less and less eventually the conversation will indeed end....with NO! It takes discipline to say NO.
This is standard operating procedure for the "Extra-Net" or wholesale sites. The guest has no idea that they are NOT your customer...they are the customer of the booking channel they use. Period. The booking channel wants no part of telling them know so they do what they can to ensure the guest considers the property/B&B is the bad guy as to not tarnish their own reputation...with THEIR CUSTOMER. It is then in great part, my role, to educate the guest as to who their doing business with withe the booking. Once they arrive at my property, they are then my customer. I have always told the guest in such middle man arguments....I cannot cancel the booking, why, I have a contract with the booking channel that lays out the booking guidelines including cancellation policies. I must honor those contractual agreements even if they hope I won't. I maintain the integrity of the booking agreements as a best practices business model. I take the opportunity, pragmatically to educate the person caught in the middle. I educate them while they are in the middle so they can clearly understand what is happening as the reservationist representing the channel will not. As you said before....they only care about bookings...NOT the customer. At the end of the day still, the person who reserved the booking did so willingly and there are consequences to decisions in life. Do you want someone in your property who has no respect for guidelines? This disrespect will follow them into your property and what other rules , guidelines or instructions will they choose to push aside and not respect. Is just a consideration and this business about being the bad guy for maintaining a cancellation policy is part of the turf. A brilliant piece of information in this video.
Thank you again for your comments :)
Exactly.....this woman has it down~! "Ok so you called me directly then and I directly say...NO...I will not cancel the reservation; next question! One must have a working "NO Muscle". The first time you say NO the wind blows unbearably, and each time you say no after that...the wind of conflict blows less and less eventually the conversation will indeed end....with NO! It takes discipline to say NO.
Yes indeed to the NO muscle!
The business acumen expressed here is the best lesson...I look forward to the next new videos on your collection~! Abel....I Subscribed~~!
@@housekeepingrehab9030 Keep watching - more coming soon :)
@@BedandBreakfastCoach .......Yes~!.............Perfect~