Yes, I want you to stay at Well House Manor - but only if you'll enjoy it; I really don't want to sell rooms to people who won't overall be happy with what they have bought - not only would we end up with a disappointed customer, but we also risk bad reviews. We risk damage being done ("room was trashed") that costs far more that the value of the booking to put right, and we risk our staff being put into difficult situations.

About half an hour ago, I took a phone call, and turned down a booking for a room for tomorrow night. And I feel good about it. We have plenty of availability, so why don't I want Mr E and his girl friend?

---

It all started two days ago. A phone call at a quarter past 10 at night asking to make a one night booking for the New Year, extended during the call to ask for the previous night, and specifically asking for the best room with a Bath. Well, the opinion on "best" varies but Mr E took a look at the web site and said he required bedroom 3. Slight problem ... it's already allocated "but I can check for you first thing in the morning as it may well be moveable". I offer to call him back, but "no - I'll call you at about 10".

Turns out that Mr and Mrs G who are shown for BR3 have been randomly allocated to that room - no preference - so we can easily accommodate Mr E ... but he doesn't call back, and I'm out from around 1 p.m.

The 10 a.m. call comes - to Lisa - soon after I've left, but having been told we can move the rooms around for him, Mr E now wants a discount because he's booking for two nights. Hmmm ... we typically don't do discounts and Lisa refuses, but does say I will call him back and may be able to suggest something.

Back at 5, and I call. A whole series of "engaged" until I eventually get through at 6, but Mr E is out and busy and "will call back in 5 minutes when I get home".

Two hours later (!) and he calls. "Sorry - had to go to hospital to get my ankle replastered as I fell over; that's why I need a bath". And he goes on to ask how far we are from somewhere nice to eat (200 yards doesn't phase him, even with the ankle), and what time is checkin and can we have the room earlier?

I offer him the first night at Delegate rate and te second at full rate - saving him 20 pounds, but he explains how their money is very tight and pitches in with an offer a further 20 pounds lower. I decline to accept, and suggest he might feel rather happier spending his money actually staying - for a little less money - at one of the local pubs, and I quote a couple of names. However, after blustering at me for a bit, he decides that he'll go ahead and book with us at the price I gave him, and I start to enter it into the system.

When we get to "Credit or Debit card number to guarantee the room", he blusters again - "I'll have to hobble downstairs to get that - I'll call you backin five minutes", and I say that's fine, but please don't leave it much longer as the booking system will time out. That was at aroud 20:00 yesterday, foran arrival today.

At a quarter past one this afternoon, Mr E is on the phone again. "We're not going to be able to make it today, but could I book for just tomorrow night please". And I'm afraid I told him that I didn't want his booking ... I think he was rather put out ... but I am happy with my decision.

---

We review cases like this, carefully. Is there something we should be offering but don't? Why was Mr E so persistant in wanting to stay with us? How did the apparent medical problems match up with the 200 yard walk into town? Why had he chosen Melksham?

It could be that he - or more likely his girlfriend - saw us on "Four in a Bed", and she said she'd go away for the New Year with him if they stayed with us; not a very likely explanation, but can you do better? It could be that he's already banned from most of the other places in Melksham, I supposed, or that he's already put them off and they refuse to take his booking too. It could be that someone has a grouch against us, and whilst I do know of one, the calls weren't in his pattern and the telephone number wasn't withheld. We will probably never know; I hesitate to say "will never hear again" but then I didn't expect to hear back, several times, during the enquiry procedure - it will be interesting if he turns up on our doorstep tomorrow, for example.

I remain of the view that Mr E and Ms X are going to be far better suited to staying elsewhere - I can (and did) name a couple of good pubs with rooms within a short distance of here, where alcohol will be on tap into the wee hours, staff around to help Ms X get him back to the room after the New Year celebrations, and indeed they'll be around all the time to meet all of his requirements.

A Happy New Year then to Mr E, Ms X, Mr and Mrs G, and all of our team too. May every one of you enjoy it because you'll be in a great place for you to celebrate the coming of 2014

---

Update - 31st December ... Five out of five other hoteliers who have commented on this article - all good friends with whom we openly share and discuss our businesses across the UK - say that they too would have turned down the booking even at full price. I'm relieved that my reaction to the chain of events in the 'booking' procedure didn't lead me to irrationally turn someone away...
(written 2013-12-30, updated 2014-01-03)

 M400 - Well House Manor - The Hospitality Business
  [774] Bed and Breakfast, or Hotel? - (2006-06-22)
  [884] Drive time - (2006-10-02)
  [922] Staying at your own hotel - (2006-11-12)
  [988] You should think you're first in a hotel room - (2006-12-15)
  [1002] Meet the neighbours - (2006-12-20)
  [1046] Bounce, bounce, bounce - (2007-01-20)
  [1048] Getting rid of people - hotel techniques - (2007-01-21)
  [1084] Writing terms and conditions for conferences and other events - (2007-02-17)
  [1108] Express service - (2007-03-14)
  [1122] Hotel - online feedback forms compared - (2007-03-30)
  [1161] A contrast in room rates and facilities - (2007-04-25)
  [1180] Conjugation - (2007-05-08)
  [1248] How NOT to oversell a hotel - (2007-06-27)
  [1284] An update on the West Wilts show ... - (2007-07-30)
  [1421] Castle Lodge Hotel, Ely, Cambridgeshire - (2007-11-04)
  [1422] Wiltshire - speaker / after dinner talker offer - (2007-11-05)
  [1445] Looking after you Christmas Customer Crowds - (2007-11-26)
  [1548] Hotelympia - show report - the lighter side - (2008-02-21)
  [1622] An extra step - victory from defeat - (2008-04-25)
  [1792] All the pieces fall into place - hotel and courses - (2008-09-10)
  [1877] Guests doing a bunk? - (2008-11-09)
  [2007] Launch of Melksham Food and Drink Festival - (2009-01-24)
  [2283] Everyone is in the customer relations business - (2009-07-12)
  [2303] Turning potential customers away - (2009-07-24)
  [2593] Food and drink launch - (2010-01-21)
  [2724] Escapee Grandparents welcome - Henfield and Melksham - (2010-04-15)
  [2879] Night Porter and reception - 24 hours a day? - (2010-07-20)
  [2936] The service that customers should receive - (2010-08-27)
  [3147] Hotel star ratings - towards a better system of review - (2011-01-25)
  [3164] Brown - or Mrs Sally Brown, accountant from Whitstable? - (2011-02-10)
  [3309] Tipping Policy - Well House Manor - (2011-05-29)
  [3660] A Pivotal Incident - learning how to welcome your guests - (2012-03-18)
  [3743] Sunday - no longer a day of rest - (2012-05-28)
  [3832] A busy day at Well House Manor - so come in and make it even busier! - (2012-08-10)
  [3838] Guest review - Well House Manor, Melksham - (2012-08-14)
  [3909] Every Customer Counts - (2012-11-01)
  [3988] Three cheers for the staff at Well House Manor - (2013-01-24)
  [4033] Official Star ratings for hotels - still worth having? - (2013-03-07)
  [4051] On reading a new hotel review - (2013-03-24)
  [4202] Excellent Railfuture conference, but some setup lessons - (2013-11-03)
  [4321] Are administration / review charges on hotel guests acceptable? - (2014-11-20)
  [4521] Should we get an AA or Visit Wiltshire hotel assessment? - (2015-10-09)
  [4543] Saturday morning at Well House Manor - (2015-10-17)
  [4603] Happy New Year. Our customers are our ambassadors - (2016-01-01)
  [4613] Our best hotel customers help us ... to help them ... be our best customers. - (2016-01-04)

M444 - Well House Manor - Four in a Bed
  [3864] Guest Guide for Well House Manor and Melksham - (2012-09-18)
  [3924] The bedrooms at Well House Manor - (2012-11-16)
  [3933] Behind Melksham Spa - Mood Mist over wet fields. - (2012-11-23)
  [3948] Quiet little town? Advanced Technology Centre? - (2012-12-08)
  [3962] Melksham welcomes visitors - new blue plaque trail and more - (2012-12-27)
  [3965] Well House Manor, Melksham - on national TV next week - (2012-12-30)
  [3968] Expecting nothing, but prepared for anything - (2013-01-05)
  [3970] Comparing four VERY different places to stay - (2013-01-11)
  [3971] The Experience - (2013-01-11)
  [3972] Four in a Bed - comment on results - (2013-01-11)
  [3973] Well House Manor on Four in a Bed - the ongoing story - (2013-01-12)
  [3975] Being an amateur hotel inspector helps me run a professional hotel - (2013-01-14)
  [3977] A variety of continental breakfasts - (2013-01-16)
  [3984] 20 minutes in to our 15 minutes of fame - (2013-01-20)
  [4112] Really good friends - four in a bed! - (2013-06-09)
  [4138] Should a hotel accept guests who book for just one night? - (2013-07-11)
  [4147] A hidden hotel gem in Melksham - (2013-07-31)
  [4156] A further chance to see Melksham on TV - (2013-08-22)
  [4204] With the Shpigs and Donkeys - (2013-11-10)
  [4241] Four in a Bed - the story continues - (2014-01-27)
  [4468] Four in a Bed - most popular answers - (2015-03-31)
  [4474] Effect on external factors on traffic to our web sites - an update - (2015-04-26)

M102 - Well House Manor - booking system
  [864] Add to shopping cart - NO VACANCIES sign - (2006-09-13)
  [1311] What do people look for on a hotel web site? - (2007-08-20)
  [1554] Online hotel reservations - Melksham, Wiltshire (near Bath) - (2008-02-24)
  [1815] Hotel Guest Surveys - (2008-09-28)
  [1907] Melksham Hotel Rates - (2008-11-25)
  [2377] Wiltshire / Melksham Weddings - guest accommodation - (2009-08-26)
  [2403] Hotel Booking Scam / Cost of calls to 070 numbers - (2009-09-12)
  [2436] Melksham Hotel Rooms - pictures - (2009-10-04)
  [2705] Hotel booking in Melksham made easy! - (2010-04-03)
  [3281] Does Well House Manor Hotel in Melksham offer lots of discounts? - (2011-05-07)
  [3825] Well House Manor - direct hotel bookings help us improve the customer experience - (2012-08-04)
  [3932] River nearly bursting its banks in Melksham - (2012-11-23)
  [3976] Easy pricing, quick and easy checkout - (2013-01-15)
  [4122] Well House - booking through agents - (2013-06-23)
  [4144] Getting the best hotel rates - customer and hotelier viewpoints - (2013-07-27)
  [4153] Rooms available tonight - how to code an algorithm from first principles - (2013-08-19)

G501 - Well House Consultants - Customer Service
  [72] On Customer Service - (2004-10-03)
  [91] On line every 24 hours - (2004-10-17)
  [126] Feedback shows the tip of an iceberg - (2004-11-22)
  [150] Confession - (2004-12-13)
  [189] Tuesdays and Fridays - (2005-01-25)
  [195] Customer service - examples to warn us - (2005-01-30)
  [233] Giving customers best value - (2005-03-02)
  [265] Business practise, 2005 style - (2005-04-03)
  [327] How far should our support go - (2005-05-28)
  [350] Want to be one better - (2005-06-17)
  [393] Trainer answers phone - (2005-07-28)
  [440] Upgrade! - (2005-09-09)
  [482] Different ways of selling - (2005-11-01)
  [552] Keeping Customers Informed - (2006-01-02)
  [566] May all your screw-ups be big ones - (2006-01-16)
  [569] Instructions for bright people - (2006-01-19)
  [609] Been on a course, but still not got it? - (2006-02-16)
  [621] And the staff put the icing on the cake - (2006-02-23)
  [628] Active Learning - (2006-02-28)
  [650] A person of few words - (2006-03-18)
  [717] A customer service company - (2006-05-11)
  [725] Better communication - (2006-05-19)
  [841] Forum help - a push in the right direction - (2006-08-21)
  [852] Eventful evening - a lesson in looking after contacts - (2006-09-02)
  [944] Just ******* Google it - (2006-11-25)
  [961] Products that our customers want more of - (2006-12-03)
  [966] CSL, KISS and RTFM - (2006-12-05)
  [1007] Friends and family - (2006-12-25)
  [1262] Keep in touch with PHP, Perl, Python and old friends too - (2007-07-09)
  [1319] Customer feedback - lifeblood of a business - (2007-08-25)
  [1434] Market survey - to learn, to prove a point, or to sell your product? - (2007-11-17)
  [1446] An answer to a student asking 'Help' - (2007-11-27)
  [1516] Pictures you can use - for free - from our library - (2008-01-23)
  [1606] Sheep Shearers, Marathon Runners and Ocean Sailors - (2008-04-09)
  [1637] Providing exceptional service - and carrying on doing so. - (2008-05-09)
  [1835] 23:30 bookings and midnight checkins - (2008-10-12)
  [1985] Learning to program as a part of your job - (2009-01-10)
  [1991] Rules for a King - (2009-01-13)
  [2015] Service Excellence Awards - (2009-01-30)
  [2049] Why Choose Well House Consultants for your course? - (2009-02-20)
  [2102] What do people think of our Apache httpd / Tomcat course? - (2009-03-24)
  [2124] Building down expectations - (2009-04-09)
  [2236] Alumni - revisiting and supporting the old University - (2009-06-13)
  [2258] Questions I have been asked on answering the phone - (2009-06-26)
  [2530] Taking a knock over Santa - (2009-12-08)
  [2650] Getting a phone line changed ... - (2010-02-25)
  [2880] Getting in touch - Please allow me to see you when you are online - (2010-07-21)
  [2961] Initial handling of phone calls and walk in visitors - (2010-09-19)
  [3073] Customer Service - the boundary - (2010-11-27)
  [3103] Thank you - and Happy Christmas - (2010-12-24)
  [3271] The importance of feedback - (2011-04-30)
  [3294] It's not just about the jam in the sandwich - (2011-05-19)
  [3378] New product - ensuring that supply matches demand - (2011-08-03)
  [3808] Can you put names to faces? - (2012-07-19)
  [3835] The Information age - not yet truly with us? - (2012-08-12)
  [4077] Palty or Parliamentary? - (2013-04-30)
  [4078] Train works for me! - (2013-05-02)

Back to Well House Consultants - Public Training Course times for 2014

Previous and next or Horse's mouth home

Forward to Open for the new year - Imber

Using Python to analyse last years forum logs. Good coding practise discussion.
Sharing my personal best of 2013
Change to Libel and Defamation laws from 1st January 2014
Open for the new year - Imber
Not wanted here - hotel guests who will not be happy
Well House Consultants - Public Training Course times for 2014
Well House Consultants - course prices for 2014
Thin end of the wedge - plan to be thicker in 2014
Mallory Place, The Spa, Wellington Drive, Melksham - a Christmas present for you
Happy Christmas from the Well House Manor team