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Zero Tolerance Cancellation

26 July 2011 6 Comments

I have to run this one by you all. I recently tried to make reservations at a pricey B&B in Brookline, Massachusetts. It seems like a very nice, comfortable B&B, judging by their website. I’ll be visiting my stepson, daughter-in-law and newest grandson and the B&B looked pretty convenient. After giving the very pleasant woman my credit card info, I was ready to hang up, when she asked if I knew their cancellation policy. Well, no, I guess I didn’t.

Okay, so if he isn't the cutest grandkid on Earth, he sure as hell runs a close second!

“We have a 14-day cancellation policy, for any reason,” she tells me. Silence on both ends.

“What, exactly, does that mean?” I finally asked.

“If you don’t cancel before the 14-day period, we will charge your credit card for the full amount.”

“You mean for both days?” I asked, incredulous. This B&B does not sport Motel 6 prices, BTW.

“So, even if there is a medical emergency,” I continue, “I would lose all my money?”

“I’m sorry, but I’m afraid so.”  At which point I cancelled the transaction.

Now, I’d love your opinion on this. Am I being unreasonable here?  I’ve been a travel photojournalist for twenty years and I’ve never run into this before. Is this an emerging trend? Is this a put-your-customer-first policy? Please, weigh in.

  • http://None Rick Merica

    Not..unreasonable at all in my opinion! It’s hard to believe that in today’s economy that any hotel, no matter how unique, would be in such demand that the policy you described would be in place.

    I would have done the same!!

    • lpicker

      Thanks, Rick. Sometimes I wonder if I’m over-reacting.

  • Mary Ilvonen Nolette

    Standing up and showing that they will lose business is the only way that most companies get the message. You absolutely did the right thing. I am a firm believer in acting on principle, particularly in terms of poor customer service.

    • lpicker

      Thank you, Mary. I do agree with you.

      Les

  • http://www.facebook.com/musicaljim James Winters

    Once I saw the picture of your grandson I forgot everything else you wrote about. :) Wonderful picture.

    You asked about an industry trend, meaning the B&B industry, or lodging. I have no idea. I don’t travel now or if I do, I return home. I limit travel to 250 miles one way and return that night. I can’t afford planes.

    In the daycare industry, there is the principle of time for pay. We try to avoid payment only if they show. We even avoid one day. It is by the week and if they don’t show up, we did accept their reserved time. It sounds so cold. I must seem like a “devil” to even talk like that. Where did all the warm-fuzzy feeling fall away? Any emergency of any kind swings it totally back the other way. Let’s call it a personal emergency. Once that occurs, we give beyond, possibly asking no money and giving free money or even time back to them. Once a dad’s father up north had a tree fall on him for no reason, seriously, but we took the kids for a week and bought gifts. So our policy seems hard at first but any emergency and they own us, just as long as I get to still keep my camera.

    Ok, I always like to type & think… Be well, jw

    • lpicker

      Jim:

      Thanks for your comments, as usual. Obviously those who use your daycare service are indeed fortunate. You and your wife have big hearts.

      Hop your summer is going well.

      Les