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We once had a guest roll up that we were not expecting. All looked in order with their booking confirmation and none of us could figure out why they were not in our system. We finally realised they had booked for the following year by accident! Unfortunately we were booked out but able to help them find an alternate place and of course let them cancel without penalty - haha. Lisa
A friend of ours checked in guests thinking they looked a bit different to their profile photo. Not long afterwards the actual guest called to say they were not far away. The guests in her place were actually meant to be two doors down!
We had a woman arrive a day early when the appropriate guest was standing right in front of us checking in. I gently ushered her into the other room out of earshot, explained her mistake (which she checked on her phone and confirmed sheepishly), and fortunately offered her another room. Miraculously it was clean and vacant that night. Sadly, no rave review for our flexibility. She was probably too embarrassed.
We’ve had a few close calls. Sometime guests forget to check-out. Another guest once wanted to check-in at 1 am, but didn’t book that night because he was technically checking in the next day. I needed to explain to him that had I not read btwn the lines in his messages, we and potentially others guests would have been woken up at 1 a.m. with him ringing the doorbell.
Luckily, we don’t have too many of these situations, which is a bit surprising how busy we can get.
I remind my guests the night before, asking them to text me when they are leaving and I will come out and say goodbye.
I also contact the new guest and ask them their eta. So I hope that doesn’t happen. I did have a guest think she had booked for a third night when it was actually her check out date highlighted in the picture she had been going by. I was available but they didn’t want to pay more.