Guest Poaching

[MtnKeeper]

We have major difficulties with the inn next-door to us.. They have a nice restaurant, but we've stopped referring guests there because the two owners constantly quiz every patron as to where they're staying, and when they find out they're staying with us, they'll pepper them with "you know, we have rooms too" and "would you like to tour our rooms after dinner" and even "next time you come to visit, we'll give you a special deal and charge you less than the folks next-door."
We know all this because 6 guests in the last 12 months have come back and reported all this to us, many saying it made them feel quite uncomfortable.
We plan to have a blunt discussion with them the next time we see them, basically saying "we've stopped referring guests to eat with you, because so many have come back saying they felt uncomfortable there." When they ask why, we plan to report what they've told us verbatim.
I have no problem discussing why your place/my place may be a better fit, but only if the question is solicited by the guest. I've had nice chats with some of their guests walking in the town, and have never tried to steal them away.
There's class, and then there's lack of it..

Same thing happened here - the innkeepers at the local inn aren't the owners and they get a bonus for increasing business in both the restaurant and the inn at the end of the year which I was told by the previous innkeepers who worked there. Guests repeatedly told us they were being bothered during dinner to take a tour and whether they took the tour or not they got a coupon off their next stay. Guess whose menu got removed from my book and recycled???? Guess who I never refer to when I'm booked and the nice thing is I'm booked more than they are most weekends so it feels really good. So their stupidity is short term gains if they get a guest but long term losses for the dozens of guests a weekend who don't see their menu.

 

[ChrisandShelley]

I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?.

I believe that is totally true. People come to our town to enjoy different things and they have a much better experience when business owners talk up other businesses. It is a win-win for everyone. Not everyone feels that way, but the majority of the people around here do.
We offered a package deal for Thanksgiving where our guests could get free tickets to a Thanksgiving evening concert or half-off of the Thanksgiving buffet at the Folk Center restaurant. When we went there for lunch, the manager came out, gave us big hugs, and thanked us for promoting them throughout the season. You just can't buy that kind of camaraderie.
And don't call me Shirley. (Name the movie if you get it.)
.

And don't call me Shirley. (Name the movie if you get it.)

Airplane!
.

Ding ding ding ding ding!!! There's the winner!!
Classic. Couldn't resist.

 

[Generic]

We have major difficulties with the inn next-door to us.. They have a nice restaurant, but we've stopped referring guests there because the two owners constantly quiz every patron as to where they're staying, and when they find out they're staying with us, they'll pepper them with "you know, we have rooms too" and "would you like to tour our rooms after dinner" and even "next time you come to visit, we'll give you a special deal and charge you less than the folks next-door."
We know all this because 6 guests in the last 12 months have come back and reported all this to us, many saying it made them feel quite uncomfortable.
We plan to have a blunt discussion with them the next time we see them, basically saying "we've stopped referring guests to eat with you, because so many have come back saying they felt uncomfortable there." When they ask why, we plan to report what they've told us verbatim.
I have no problem discussing why your place/my place may be a better fit, but only if the question is solicited by the guest. I've had nice chats with some of their guests walking in the town, and have never tried to steal them away.
There's class, and then there's lack of it..

We had that happen with one of the B&Bs here & learned of this through our repeat guests who they attempted to steal. When I spoke to the owner she said, "It's just good business!"
Really?
.

Really? She thinks it's good business if you start to poach hers and when you are booked that you recommend that they stay elsewhere? Friendly business is better than competitive business. Explain the prisoner's dilemma to her.
.

I don't think this person would understand that. She truly believed that there was nothing wrong in employing any means to get guests to her place.
Some people lack ethics and integrity...
.

The reply to that is... so I assume that it's okay if I do the same to you.

 

[Silverspoon]

I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?.

I've always been convinced that by me and other local businesses working together to encourage more people to the area is much better for all of us than each trying to pinch what business is already in the area from each other. Surely?

Agreed.
.

The sharing philosophy has worked well for us with other small, up-scale B&Bs in the area... Not so much with the larger inns. Perhaps they are struggling with their occupancy? More likely they just don't want to take the chance that they will lose a future guest.
.

The sharing philosophy has worked well for us with other small, up-scale B&Bs in the area... Not so much with the larger inns. Perhaps they are struggling with their occupancy? More likely they just don't want to take the chance that they will lose a future guest.

But if they are already full do they think sending the guest away to another town is going to bring that guest back another time? Or, worse, just turning the guest down flat?
The hotels and big inn here do call the b&b's. Not often because the hotels will send guests out of town to another hotel in the chain
.

They are more likely to send guests to motels to ensure that they will have a less enjoyable experience. There are many, many motels lining the main roads here. Most are reminiscent of the 1950's even though some have been updated. We offer a quieter, more upscale accommodation that directly competes with the larger inns, whereas the motels offer basic rooms and minimal service.
I still send some guests their way, however. There are a couple of inns that quite nice and one that specializes in family/pet-friendly accommodations that regularly gets referrals from us. But it is a one-way street....we never have anyone say that they were referred by another inn in town.
.

Ah. The motel.
When we first started here the PO's had a list of other b&b's in town to which they would not refer. They said it looked bad for them to refer to places that were not up to their standards. If the guest had not stayed here before they would assume this place was just as bad.
It made sense. Then we got to know everyone and our list reflected how nice the other owners were vs how nicely painted the building was.
We actually don't like getting referrals from the high end places because we are not what that guest wanted and they're miserable.
.

Any one going to a motel around here pretty much knows what what they will be getting. So if they are referred and decide to book it they just plan to be out and about all day...not hang around the motel. It is a bed...not an experience.
No, if a large inn in town is full they do not send people our way, but they are happy to take inquiries that we send to them!

 

[YellowSocks]

Seashanty---Definitely poaching and definitely no class!
Years ago we had reservations for a motel on Smith Island in the Chesapeake Bay. While waiting for the ferry we found a rack card for a B&B there (possibly one of the first I ever stayed at). When we got to the motel it was small, dark, and dingy and we told the lady we weren't going to stay after all. We had no idea if the B&B was even available. I know that lady felt the B&B was stealing her customers off the ferry and I think she even made a comment to that effect. It was the rack card... .and the horrible condition of the motel! And the rack card wasn't even all that glitzy, but it accurately depicted a lovely home on the island. (I think we told her it was because she didn't have AC.)
I am lucky that the four B&Bs in Ashland all refer to each other.... and that we all have such different niches that sometimes one of the others is a better fit. We've also each had times where a regular customer stayed at one of the others and then returned to "their" B&B.
Like the others above.... it's too small a town to be grasping, and would be shooting ourselves in the foot to try.
=)
Kk.

 

[Jcam]

Seashanty---Definitely poaching and definitely no class!
Years ago we had reservations for a motel on Smith Island in the Chesapeake Bay. While waiting for the ferry we found a rack card for a B&B there (possibly one of the first I ever stayed at). When we got to the motel it was small, dark, and dingy and we told the lady we weren't going to stay after all. We had no idea if the B&B was even available. I know that lady felt the B&B was stealing her customers off the ferry and I think she even made a comment to that effect. It was the rack card... .and the horrible condition of the motel! And the rack card wasn't even all that glitzy, but it accurately depicted a lovely home on the island. (I think we told her it was because she didn't have AC.)
I am lucky that the four B&Bs in Ashland all refer to each other.... and that we all have such different niches that sometimes one of the others is a better fit. We've also each had times where a regular customer stayed at one of the others and then returned to "their" B&B.
Like the others above.... it's too small a town to be grasping, and would be shooting ourselves in the foot to try.
=)
Kk..

HOney - the BB wasn't poaching her customers she was giving them away!

 

[Samster]

We have major difficulties with the inn next-door to us.. They have a nice restaurant, but we've stopped referring guests there because the two owners constantly quiz every patron as to where they're staying, and when they find out they're staying with us, they'll pepper them with "you know, we have rooms too" and "would you like to tour our rooms after dinner" and even "next time you come to visit, we'll give you a special deal and charge you less than the folks next-door."
We know all this because 6 guests in the last 12 months have come back and reported all this to us, many saying it made them feel quite uncomfortable.
We plan to have a blunt discussion with them the next time we see them, basically saying "we've stopped referring guests to eat with you, because so many have come back saying they felt uncomfortable there." When they ask why, we plan to report what they've told us verbatim.
I have no problem discussing why your place/my place may be a better fit, but only if the question is solicited by the guest. I've had nice chats with some of their guests walking in the town, and have never tried to steal them away.
There's class, and then there's lack of it..

We had that happen with one of the B&Bs here & learned of this through our repeat guests who they attempted to steal. When I spoke to the owner she said, "It's just good business!"
Really?
.

Really? She thinks it's good business if you start to poach hers and when you are booked that you recommend that they stay elsewhere? Friendly business is better than competitive business. Explain the prisoner's dilemma to her.
.

I don't think this person would understand that. She truly believed that there was nothing wrong in employing any means to get guests to her place.
Some people lack ethics and integrity...
.

The reply to that is... so I assume that it's okay if I do the same to you.
.

Perhaps...but I'm not that kind of person.

 

[Jcam]

We have major difficulties with the inn next-door to us.. They have a nice restaurant, but we've stopped referring guests there because the two owners constantly quiz every patron as to where they're staying, and when they find out they're staying with us, they'll pepper them with "you know, we have rooms too" and "would you like to tour our rooms after dinner" and even "next time you come to visit, we'll give you a special deal and charge you less than the folks next-door."
We know all this because 6 guests in the last 12 months have come back and reported all this to us, many saying it made them feel quite uncomfortable.
We plan to have a blunt discussion with them the next time we see them, basically saying "we've stopped referring guests to eat with you, because so many have come back saying they felt uncomfortable there." When they ask why, we plan to report what they've told us verbatim.
I have no problem discussing why your place/my place may be a better fit, but only if the question is solicited by the guest. I've had nice chats with some of their guests walking in the town, and have never tried to steal them away.
There's class, and then there's lack of it..

We had that happen with one of the B&Bs here & learned of this through our repeat guests who they attempted to steal. When I spoke to the owner she said, "It's just good business!"
Really?
.

Really? She thinks it's good business if you start to poach hers and when you are booked that you recommend that they stay elsewhere? Friendly business is better than competitive business. Explain the prisoner's dilemma to her.
.

I don't think this person would understand that. She truly believed that there was nothing wrong in employing any means to get guests to her place.
Some people lack ethics and integrity...
.

The reply to that is... so I assume that it's okay if I do the same to you.
.

Perhaps...but I'm not that kind of person.
.

for myself I wouldn't poach - but I certainly wouldn't send her any business either and that from me would be worth a heck of a lot more! I try and refer evenly so its fair within my B&B trade association, however sometimes it depends on what they are looking for ie price, amenities, parking, distance from X and so on and last but not least who has rooms and keeps me informed.