GUESTS WHO LIE WHEN THEY LEAVE A REVIEW

[Jcam]

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet..

Exactly. It's likely the bed frame, it's not the mattress. Suggest you roll around on the bed and see. Might need more weight on the bed for it to happen.
WIFI! ugh. So many complaints about WIFI ... the signal can be spotty even with a range extender ... might depend on what the guest is using. I was at the public library the other day that has WIFI throughout and someone was going ballistic about no signal.
I had a small number of complaints from guests who couldn't connect with their laptop and they would get very angry or frustrated. Not just at me but at 'the town'. I did what I could to help. But if you are in another part of the house when they're trying to use it, or say they are in their room at night and can't connect as is their habit, they will be unhappy. I had a laptop plugged in the guest library that was not WIFI but connected via cable so it always had a signal and was there for guest use at all times.
You just apologize wherever that review is ... never NEVER accuse a guest of lying. Even if you are convinced they are.

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet.

.

I thank you all for your feedback. It was very helpful to me to know that you have experienced "inaccurate" reviews!
Regarding Tripadvisor, Expedia etc. I think maybe they work for big chains but not a small B&B. Their customer service is poor. I think it is so important to have a Booking Agent you can contact 24/7 who is in your corner. I guess we can't please all the people all the time. I am happy that the majority of guests leave a great review either online with Booking Agent site or complete the card in the room. I have even had some kind enough to give me gifts, or generous tips!
I suggest to everyone on this Forum not to research me on Tripadvisor. I don't keep that calendar current and their information is incorrect.
My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.
Yesterday I had a man with very limited English crying on the phone to accept him with his 9 year old child. He said all the other places were too expensive for him. He hadn't read our policy. I decided to make an exception and take him on condition the child was always accompanied outside the room, and to the bathroom. He has agreed to that so I am taking him today. Hope there's no problems.
I may sound strict to all of u but that seems to be the only thing which works around here. One can be strict but friendly too.
.

my husband (who clearly does not have enough to do) likes to read the reviews of a nearby hotel which has had a multi million refurb - new review says various things including how nice it is to be near X street and various music shops - clearly had reviewed the wrong hotel ie same name different town or possibly different country - Looks like a genuine mistake but I can see how it could easily be done.
.

my husband (who clearly does not have enough to do) likes to read the reviews of a nearby hotel

I like to read reviews of B&Bs in town, too! Usually its at 10pm though….
.

.

DH does it with his morning coffee

 

[Breakfast Diva]

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet..

Exactly. It's likely the bed frame, it's not the mattress. Suggest you roll around on the bed and see. Might need more weight on the bed for it to happen.
WIFI! ugh. So many complaints about WIFI ... the signal can be spotty even with a range extender ... might depend on what the guest is using. I was at the public library the other day that has WIFI throughout and someone was going ballistic about no signal.
I had a small number of complaints from guests who couldn't connect with their laptop and they would get very angry or frustrated. Not just at me but at 'the town'. I did what I could to help. But if you are in another part of the house when they're trying to use it, or say they are in their room at night and can't connect as is their habit, they will be unhappy. I had a laptop plugged in the guest library that was not WIFI but connected via cable so it always had a signal and was there for guest use at all times.
You just apologize wherever that review is ... never NEVER accuse a guest of lying. Even if you are convinced they are.

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet.

.

I thank you all for your feedback. It was very helpful to me to know that you have experienced "inaccurate" reviews!
Regarding Tripadvisor, Expedia etc. I think maybe they work for big chains but not a small B&B. Their customer service is poor. I think it is so important to have a Booking Agent you can contact 24/7 who is in your corner. I guess we can't please all the people all the time. I am happy that the majority of guests leave a great review either online with Booking Agent site or complete the card in the room. I have even had some kind enough to give me gifts, or generous tips!
I suggest to everyone on this Forum not to research me on Tripadvisor. I don't keep that calendar current and their information is incorrect.
My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.
Yesterday I had a man with very limited English crying on the phone to accept him with his 9 year old child. He said all the other places were too expensive for him. He hadn't read our policy. I decided to make an exception and take him on condition the child was always accompanied outside the room, and to the bathroom. He has agreed to that so I am taking him today. Hope there's no problems.
I may sound strict to all of u but that seems to be the only thing which works around here. One can be strict but friendly too.
.

My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.

As I stated in another thread, it is Illegal in CA to discriminate against children. From an L.A. Times article: "California is among the states with laws that more broadly prevent lodgings from turning away families with children. At the state attorney general's office, spokeswoman Sandra Michioku noted that since 1959, California's Unruh Civil Rights Act has required "full and equal accommodations" for all customers in business establishments."
Department of Fair Employment & Housing. Please read the last paragraph of section II

 

[An Old Tavernkeeper]

Do make sure you respond to every review and turn it back on them.
Dear Guest,
We really enjoyed have you and Harvey stay with us last weekend. You commented that we have squeaky beds but all of our beds are deluxe memory foam beds and are silent. I am sure with all of the traveling you have been doing you must have simply confused us with another place. We look forward to seeing you and Harvey again very soon.
Very best regards, P.O. Innkeeper

 

[Morticia]

Do make sure you respond to every review and turn it back on them.
Dear Guest,
We really enjoyed have you and Harvey stay with us last weekend. You commented that we have squeaky beds but all of our beds are deluxe memory foam beds and are silent. I am sure with all of the traveling you have been doing you must have simply confused us with another place. We look forward to seeing you and Harvey again very soon.
Very best regards, P.O. Innkeeper.

Do make sure you respond to every review and turn it back on them.
Dear Guest,
We really enjoyed have you and Harvey stay with us last weekend. You commented that we have squeaky beds but all of our beds are deluxe memory foam beds and are silent. I am sure with all of the traveling you have been doing you must have simply confused us with another place. We look forward to seeing you and Harvey again very soon.
Very best regards, P.O. Innkeeper

Unless the guest requests to hear from you about the review, you cannot respond on booking . com. Most of my reviews on there have no way for me to reply to comments that are either true or false. Not even to thank the guest for commenting.

 

[An Old Tavernkeeper]

Do make sure you respond to every review and turn it back on them.
Dear Guest,
We really enjoyed have you and Harvey stay with us last weekend. You commented that we have squeaky beds but all of our beds are deluxe memory foam beds and are silent. I am sure with all of the traveling you have been doing you must have simply confused us with another place. We look forward to seeing you and Harvey again very soon.
Very best regards, P.O. Innkeeper.

Do make sure you respond to every review and turn it back on them.
Dear Guest,
We really enjoyed have you and Harvey stay with us last weekend. You commented that we have squeaky beds but all of our beds are deluxe memory foam beds and are silent. I am sure with all of the traveling you have been doing you must have simply confused us with another place. We look forward to seeing you and Harvey again very soon.
Very best regards, P.O. Innkeeper

Unless the guest requests to hear from you about the review, you cannot respond on booking . com. Most of my reviews on there have no way for me to reply to comments that are either true or false. Not even to thank the guest for commenting.
.

Wow, so there is at least one thing better about TA over b oo king. com

 

[Audrey Forrest]

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet..

Exactly. It's likely the bed frame, it's not the mattress. Suggest you roll around on the bed and see. Might need more weight on the bed for it to happen.
WIFI! ugh. So many complaints about WIFI ... the signal can be spotty even with a range extender ... might depend on what the guest is using. I was at the public library the other day that has WIFI throughout and someone was going ballistic about no signal.
I had a small number of complaints from guests who couldn't connect with their laptop and they would get very angry or frustrated. Not just at me but at 'the town'. I did what I could to help. But if you are in another part of the house when they're trying to use it, or say they are in their room at night and can't connect as is their habit, they will be unhappy. I had a laptop plugged in the guest library that was not WIFI but connected via cable so it always had a signal and was there for guest use at all times.
You just apologize wherever that review is ... never NEVER accuse a guest of lying. Even if you are convinced they are.

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet.

.

I thank you all for your feedback. It was very helpful to me to know that you have experienced "inaccurate" reviews!
Regarding Tripadvisor, Expedia etc. I think maybe they work for big chains but not a small B&B. Their customer service is poor. I think it is so important to have a Booking Agent you can contact 24/7 who is in your corner. I guess we can't please all the people all the time. I am happy that the majority of guests leave a great review either online with Booking Agent site or complete the card in the room. I have even had some kind enough to give me gifts, or generous tips!
I suggest to everyone on this Forum not to research me on Tripadvisor. I don't keep that calendar current and their information is incorrect.
My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.
Yesterday I had a man with very limited English crying on the phone to accept him with his 9 year old child. He said all the other places were too expensive for him. He hadn't read our policy. I decided to make an exception and take him on condition the child was always accompanied outside the room, and to the bathroom. He has agreed to that so I am taking him today. Hope there's no problems.
I may sound strict to all of u but that seems to be the only thing which works around here. One can be strict but friendly too.
.

My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.

As I stated in another thread, it is Illegal in CA to discriminate against children. From an L.A. Times article: "California is among the states with laws that more broadly prevent lodgings from turning away families with children. At the state attorney general's office, spokeswoman Sandra Michioku noted that since 1959, California's Unruh Civil Rights Act has required "full and equal accommodations" for all customers in business establishments."
Department of Fair Employment & Housing. Please read the last paragraph of section II
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!

 

[Morticia]

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet..

Exactly. It's likely the bed frame, it's not the mattress. Suggest you roll around on the bed and see. Might need more weight on the bed for it to happen.
WIFI! ugh. So many complaints about WIFI ... the signal can be spotty even with a range extender ... might depend on what the guest is using. I was at the public library the other day that has WIFI throughout and someone was going ballistic about no signal.
I had a small number of complaints from guests who couldn't connect with their laptop and they would get very angry or frustrated. Not just at me but at 'the town'. I did what I could to help. But if you are in another part of the house when they're trying to use it, or say they are in their room at night and can't connect as is their habit, they will be unhappy. I had a laptop plugged in the guest library that was not WIFI but connected via cable so it always had a signal and was there for guest use at all times.
You just apologize wherever that review is ... never NEVER accuse a guest of lying. Even if you are convinced they are.

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet.

.

I thank you all for your feedback. It was very helpful to me to know that you have experienced "inaccurate" reviews!
Regarding Tripadvisor, Expedia etc. I think maybe they work for big chains but not a small B&B. Their customer service is poor. I think it is so important to have a Booking Agent you can contact 24/7 who is in your corner. I guess we can't please all the people all the time. I am happy that the majority of guests leave a great review either online with Booking Agent site or complete the card in the room. I have even had some kind enough to give me gifts, or generous tips!
I suggest to everyone on this Forum not to research me on Tripadvisor. I don't keep that calendar current and their information is incorrect.
My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.
Yesterday I had a man with very limited English crying on the phone to accept him with his 9 year old child. He said all the other places were too expensive for him. He hadn't read our policy. I decided to make an exception and take him on condition the child was always accompanied outside the room, and to the bathroom. He has agreed to that so I am taking him today. Hope there's no problems.
I may sound strict to all of u but that seems to be the only thing which works around here. One can be strict but friendly too.
.

My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.

As I stated in another thread, it is Illegal in CA to discriminate against children. From an L.A. Times article: "California is among the states with laws that more broadly prevent lodgings from turning away families with children. At the state attorney general's office, spokeswoman Sandra Michioku noted that since 1959, California's Unruh Civil Rights Act has required "full and equal accommodations" for all customers in business establishments."
Department of Fair Employment & Housing. Please read the last paragraph of section II
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!

Your booking agent isn't responsible for knowing the laws of your state. If someone sued you, as an example, booking . com is going to, in the words of mission impossible, 'disavow any knowledge of your actions.'
Lots of places do say no children. Let them deal with their consequences. If your actual rooms do not accommodate more than two guests of any age then you can tell parents they need to rent another room. If you're full and cannot move them around then you can say they can't stay because they didn't meet the terms of the agreement. No different than showing up with three adults.
Or, you can say one parent + child can stay, but the other adult needs find other accommodations.
But, make sure your booking agent shows the maximum number of people per room in symbols, not just text. As you mention the number of foreign guests you get, make sure your listing is being properly translated.

 

[Audrey Forrest]

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet..

Exactly. It's likely the bed frame, it's not the mattress. Suggest you roll around on the bed and see. Might need more weight on the bed for it to happen.
WIFI! ugh. So many complaints about WIFI ... the signal can be spotty even with a range extender ... might depend on what the guest is using. I was at the public library the other day that has WIFI throughout and someone was going ballistic about no signal.
I had a small number of complaints from guests who couldn't connect with their laptop and they would get very angry or frustrated. Not just at me but at 'the town'. I did what I could to help. But if you are in another part of the house when they're trying to use it, or say they are in their room at night and can't connect as is their habit, they will be unhappy. I had a laptop plugged in the guest library that was not WIFI but connected via cable so it always had a signal and was there for guest use at all times.
You just apologize wherever that review is ... never NEVER accuse a guest of lying. Even if you are convinced they are.

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet.

.

I thank you all for your feedback. It was very helpful to me to know that you have experienced "inaccurate" reviews!
Regarding Tripadvisor, Expedia etc. I think maybe they work for big chains but not a small B&B. Their customer service is poor. I think it is so important to have a Booking Agent you can contact 24/7 who is in your corner. I guess we can't please all the people all the time. I am happy that the majority of guests leave a great review either online with Booking Agent site or complete the card in the room. I have even had some kind enough to give me gifts, or generous tips!
I suggest to everyone on this Forum not to research me on Tripadvisor. I don't keep that calendar current and their information is incorrect.
My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.
Yesterday I had a man with very limited English crying on the phone to accept him with his 9 year old child. He said all the other places were too expensive for him. He hadn't read our policy. I decided to make an exception and take him on condition the child was always accompanied outside the room, and to the bathroom. He has agreed to that so I am taking him today. Hope there's no problems.
I may sound strict to all of u but that seems to be the only thing which works around here. One can be strict but friendly too.
.

My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.

As I stated in another thread, it is Illegal in CA to discriminate against children. From an L.A. Times article: "California is among the states with laws that more broadly prevent lodgings from turning away families with children. At the state attorney general's office, spokeswoman Sandra Michioku noted that since 1959, California's Unruh Civil Rights Act has required "full and equal accommodations" for all customers in business establishments."
Department of Fair Employment & Housing. Please read the last paragraph of section II
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!

Your booking agent isn't responsible for knowing the laws of your state. If someone sued you, as an example, booking . com is going to, in the words of mission impossible, 'disavow any knowledge of your actions.'
Lots of places do say no children. Let them deal with their consequences. If your actual rooms do not accommodate more than two guests of any age then you can tell parents they need to rent another room. If you're full and cannot move them around then you can say they can't stay because they didn't meet the terms of the agreement. No different than showing up with three adults.
Or, you can say one parent + child can stay, but the other adult needs find other accommodations.
But, make sure your booking agent shows the maximum number of people per room in symbols, not just text. As you mention the number of foreign guests you get, make sure your listing is being properly translated.
.

What a great idea! I will take them now if they pay for another room, and any resulting damage! Thanks dear!

 

[Jcam]

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet..

Exactly. It's likely the bed frame, it's not the mattress. Suggest you roll around on the bed and see. Might need more weight on the bed for it to happen.
WIFI! ugh. So many complaints about WIFI ... the signal can be spotty even with a range extender ... might depend on what the guest is using. I was at the public library the other day that has WIFI throughout and someone was going ballistic about no signal.
I had a small number of complaints from guests who couldn't connect with their laptop and they would get very angry or frustrated. Not just at me but at 'the town'. I did what I could to help. But if you are in another part of the house when they're trying to use it, or say they are in their room at night and can't connect as is their habit, they will be unhappy. I had a laptop plugged in the guest library that was not WIFI but connected via cable so it always had a signal and was there for guest use at all times.
You just apologize wherever that review is ... never NEVER accuse a guest of lying. Even if you are convinced they are.

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet.

.

I thank you all for your feedback. It was very helpful to me to know that you have experienced "inaccurate" reviews!
Regarding Tripadvisor, Expedia etc. I think maybe they work for big chains but not a small B&B. Their customer service is poor. I think it is so important to have a Booking Agent you can contact 24/7 who is in your corner. I guess we can't please all the people all the time. I am happy that the majority of guests leave a great review either online with Booking Agent site or complete the card in the room. I have even had some kind enough to give me gifts, or generous tips!
I suggest to everyone on this Forum not to research me on Tripadvisor. I don't keep that calendar current and their information is incorrect.
My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.
Yesterday I had a man with very limited English crying on the phone to accept him with his 9 year old child. He said all the other places were too expensive for him. He hadn't read our policy. I decided to make an exception and take him on condition the child was always accompanied outside the room, and to the bathroom. He has agreed to that so I am taking him today. Hope there's no problems.
I may sound strict to all of u but that seems to be the only thing which works around here. One can be strict but friendly too.
.

My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.

As I stated in another thread, it is Illegal in CA to discriminate against children. From an L.A. Times article: "California is among the states with laws that more broadly prevent lodgings from turning away families with children. At the state attorney general's office, spokeswoman Sandra Michioku noted that since 1959, California's Unruh Civil Rights Act has required "full and equal accommodations" for all customers in business establishments."
Department of Fair Employment & Housing. Please read the last paragraph of section II
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!

Your booking agent isn't responsible for knowing the laws of your state. If someone sued you, as an example, booking . com is going to, in the words of mission impossible, 'disavow any knowledge of your actions.'
Lots of places do say no children. Let them deal with their consequences. If your actual rooms do not accommodate more than two guests of any age then you can tell parents they need to rent another room. If you're full and cannot move them around then you can say they can't stay because they didn't meet the terms of the agreement. No different than showing up with three adults.
Or, you can say one parent + child can stay, but the other adult needs find other accommodations.
But, make sure your booking agent shows the maximum number of people per room in symbols, not just text. As you mention the number of foreign guests you get, make sure your listing is being properly translated.
.

What a great idea! I will take them now if they pay for another room, and any resulting damage! Thanks dear!
.

You can also sell it as " We don't advertise ourselves as child friendly due to lots of breakable items which we would have to charge you should there be an accident, we do not provide cot's, cribs, extra beds and we only allow a maximum occupancy of each room of 2 and a child under 18 cannot be in a room on their own unsupervised and we do not provide babysitting services " its about preventing as much as you can if that's the way. One or two will creep through as they will determinedly ignore what you say but most will take the hint.
Make it clear any child must be under their eye at all times.

 

[TheBeachHouse]

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet..

Exactly. It's likely the bed frame, it's not the mattress. Suggest you roll around on the bed and see. Might need more weight on the bed for it to happen.
WIFI! ugh. So many complaints about WIFI ... the signal can be spotty even with a range extender ... might depend on what the guest is using. I was at the public library the other day that has WIFI throughout and someone was going ballistic about no signal.
I had a small number of complaints from guests who couldn't connect with their laptop and they would get very angry or frustrated. Not just at me but at 'the town'. I did what I could to help. But if you are in another part of the house when they're trying to use it, or say they are in their room at night and can't connect as is their habit, they will be unhappy. I had a laptop plugged in the guest library that was not WIFI but connected via cable so it always had a signal and was there for guest use at all times.
You just apologize wherever that review is ... never NEVER accuse a guest of lying. Even if you are convinced they are.

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet.

.

I thank you all for your feedback. It was very helpful to me to know that you have experienced "inaccurate" reviews!
Regarding Tripadvisor, Expedia etc. I think maybe they work for big chains but not a small B&B. Their customer service is poor. I think it is so important to have a Booking Agent you can contact 24/7 who is in your corner. I guess we can't please all the people all the time. I am happy that the majority of guests leave a great review either online with Booking Agent site or complete the card in the room. I have even had some kind enough to give me gifts, or generous tips!
I suggest to everyone on this Forum not to research me on Tripadvisor. I don't keep that calendar current and their information is incorrect.
My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.
Yesterday I had a man with very limited English crying on the phone to accept him with his 9 year old child. He said all the other places were too expensive for him. He hadn't read our policy. I decided to make an exception and take him on condition the child was always accompanied outside the room, and to the bathroom. He has agreed to that so I am taking him today. Hope there's no problems.
I may sound strict to all of u but that seems to be the only thing which works around here. One can be strict but friendly too.
.

My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.

As I stated in another thread, it is Illegal in CA to discriminate against children. From an L.A. Times article: "California is among the states with laws that more broadly prevent lodgings from turning away families with children. At the state attorney general's office, spokeswoman Sandra Michioku noted that since 1959, California's Unruh Civil Rights Act has required "full and equal accommodations" for all customers in business establishments."
Department of Fair Employment & Housing. Please read the last paragraph of section II
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!

Your booking agent isn't responsible for knowing the laws of your state. If someone sued you, as an example, booking . com is going to, in the words of mission impossible, 'disavow any knowledge of your actions.'
Lots of places do say no children. Let them deal with their consequences. If your actual rooms do not accommodate more than two guests of any age then you can tell parents they need to rent another room. If you're full and cannot move them around then you can say they can't stay because they didn't meet the terms of the agreement. No different than showing up with three adults.
Or, you can say one parent + child can stay, but the other adult needs find other accommodations.
But, make sure your booking agent shows the maximum number of people per room in symbols, not just text. As you mention the number of foreign guests you get, make sure your listing is being properly translated.
.

What a great idea! I will take them now if they pay for another room, and any resulting damage! Thanks dear!
.

You can also sell it as " We don't advertise ourselves as child friendly due to lots of breakable items which we would have to charge you should there be an accident, we do not provide cot's, cribs, extra beds and we only allow a maximum occupancy of each room of 2 and a child under 18 cannot be in a room on their own unsupervised and we do not provide babysitting services " its about preventing as much as you can if that's the way. One or two will creep through as they will determinedly ignore what you say but most will take the hint.
Make it clear any child must be under their eye at all times.
.

We've only had a few instances where kids were an issue. Most of the time, the parents are super aware that they are in a home with other guests.
One was a mom who fed the one year old raisins for breakfast and left stepped on, squished raisins all over my BRAND NEW mahogany very expensive deck. shudder.
One was the kid who was throwing rocks into the fish pond right in front of his mother. I nicely said, "I have to ask you not to throw rocks into the pond." Mom got up and took the kid. She was not happy. (Then again, neither was I.)
The worst was the 8 year old deaf kid who got anything she wanted. Including setting her up with her own TV in a room that wasn't rented. To them or anyone else.

 

[EmptyNest]

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet..

Exactly. It's likely the bed frame, it's not the mattress. Suggest you roll around on the bed and see. Might need more weight on the bed for it to happen.
WIFI! ugh. So many complaints about WIFI ... the signal can be spotty even with a range extender ... might depend on what the guest is using. I was at the public library the other day that has WIFI throughout and someone was going ballistic about no signal.
I had a small number of complaints from guests who couldn't connect with their laptop and they would get very angry or frustrated. Not just at me but at 'the town'. I did what I could to help. But if you are in another part of the house when they're trying to use it, or say they are in their room at night and can't connect as is their habit, they will be unhappy. I had a laptop plugged in the guest library that was not WIFI but connected via cable so it always had a signal and was there for guest use at all times.
You just apologize wherever that review is ... never NEVER accuse a guest of lying. Even if you are convinced they are.

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet.

.

I thank you all for your feedback. It was very helpful to me to know that you have experienced "inaccurate" reviews!
Regarding Tripadvisor, Expedia etc. I think maybe they work for big chains but not a small B&B. Their customer service is poor. I think it is so important to have a Booking Agent you can contact 24/7 who is in your corner. I guess we can't please all the people all the time. I am happy that the majority of guests leave a great review either online with Booking Agent site or complete the card in the room. I have even had some kind enough to give me gifts, or generous tips!
I suggest to everyone on this Forum not to research me on Tripadvisor. I don't keep that calendar current and their information is incorrect.
My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.
Yesterday I had a man with very limited English crying on the phone to accept him with his 9 year old child. He said all the other places were too expensive for him. He hadn't read our policy. I decided to make an exception and take him on condition the child was always accompanied outside the room, and to the bathroom. He has agreed to that so I am taking him today. Hope there's no problems.
I may sound strict to all of u but that seems to be the only thing which works around here. One can be strict but friendly too.
.

My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.

As I stated in another thread, it is Illegal in CA to discriminate against children. From an L.A. Times article: "California is among the states with laws that more broadly prevent lodgings from turning away families with children. At the state attorney general's office, spokeswoman Sandra Michioku noted that since 1959, California's Unruh Civil Rights Act has required "full and equal accommodations" for all customers in business establishments."
Department of Fair Employment & Housing. Please read the last paragraph of section II
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!

Your booking agent isn't responsible for knowing the laws of your state. If someone sued you, as an example, booking . com is going to, in the words of mission impossible, 'disavow any knowledge of your actions.'
Lots of places do say no children. Let them deal with their consequences. If your actual rooms do not accommodate more than two guests of any age then you can tell parents they need to rent another room. If you're full and cannot move them around then you can say they can't stay because they didn't meet the terms of the agreement. No different than showing up with three adults.
Or, you can say one parent + child can stay, but the other adult needs find other accommodations.
But, make sure your booking agent shows the maximum number of people per room in symbols, not just text. As you mention the number of foreign guests you get, make sure your listing is being properly translated.
.

What a great idea! I will take them now if they pay for another room, and any resulting damage! Thanks dear!
.

You can also sell it as " We don't advertise ourselves as child friendly due to lots of breakable items which we would have to charge you should there be an accident, we do not provide cot's, cribs, extra beds and we only allow a maximum occupancy of each room of 2 and a child under 18 cannot be in a room on their own unsupervised and we do not provide babysitting services " its about preventing as much as you can if that's the way. One or two will creep through as they will determinedly ignore what you say but most will take the hint.
Make it clear any child must be under their eye at all times.
.

We've only had a few instances where kids were an issue. Most of the time, the parents are super aware that they are in a home with other guests.
One was a mom who fed the one year old raisins for breakfast and left stepped on, squished raisins all over my BRAND NEW mahogany very expensive deck. shudder.
One was the kid who was throwing rocks into the fish pond right in front of his mother. I nicely said, "I have to ask you not to throw rocks into the pond." Mom got up and took the kid. She was not happy. (Then again, neither was I.)
The worst was the 8 year old deaf kid who got anything she wanted. Including setting her up with her own TV in a room that wasn't rented. To them or anyone else.
.

I hope you are keeping your unoccupied rooms locked now.

 

[TheBeachHouse]

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet..

Exactly. It's likely the bed frame, it's not the mattress. Suggest you roll around on the bed and see. Might need more weight on the bed for it to happen.
WIFI! ugh. So many complaints about WIFI ... the signal can be spotty even with a range extender ... might depend on what the guest is using. I was at the public library the other day that has WIFI throughout and someone was going ballistic about no signal.
I had a small number of complaints from guests who couldn't connect with their laptop and they would get very angry or frustrated. Not just at me but at 'the town'. I did what I could to help. But if you are in another part of the house when they're trying to use it, or say they are in their room at night and can't connect as is their habit, they will be unhappy. I had a laptop plugged in the guest library that was not WIFI but connected via cable so it always had a signal and was there for guest use at all times.
You just apologize wherever that review is ... never NEVER accuse a guest of lying. Even if you are convinced they are.

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet.

.

I thank you all for your feedback. It was very helpful to me to know that you have experienced "inaccurate" reviews!
Regarding Tripadvisor, Expedia etc. I think maybe they work for big chains but not a small B&B. Their customer service is poor. I think it is so important to have a Booking Agent you can contact 24/7 who is in your corner. I guess we can't please all the people all the time. I am happy that the majority of guests leave a great review either online with Booking Agent site or complete the card in the room. I have even had some kind enough to give me gifts, or generous tips!
I suggest to everyone on this Forum not to research me on Tripadvisor. I don't keep that calendar current and their information is incorrect.
My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.
Yesterday I had a man with very limited English crying on the phone to accept him with his 9 year old child. He said all the other places were too expensive for him. He hadn't read our policy. I decided to make an exception and take him on condition the child was always accompanied outside the room, and to the bathroom. He has agreed to that so I am taking him today. Hope there's no problems.
I may sound strict to all of u but that seems to be the only thing which works around here. One can be strict but friendly too.
.

My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.

As I stated in another thread, it is Illegal in CA to discriminate against children. From an L.A. Times article: "California is among the states with laws that more broadly prevent lodgings from turning away families with children. At the state attorney general's office, spokeswoman Sandra Michioku noted that since 1959, California's Unruh Civil Rights Act has required "full and equal accommodations" for all customers in business establishments."
Department of Fair Employment & Housing. Please read the last paragraph of section II
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!

Your booking agent isn't responsible for knowing the laws of your state. If someone sued you, as an example, booking . com is going to, in the words of mission impossible, 'disavow any knowledge of your actions.'
Lots of places do say no children. Let them deal with their consequences. If your actual rooms do not accommodate more than two guests of any age then you can tell parents they need to rent another room. If you're full and cannot move them around then you can say they can't stay because they didn't meet the terms of the agreement. No different than showing up with three adults.
Or, you can say one parent + child can stay, but the other adult needs find other accommodations.
But, make sure your booking agent shows the maximum number of people per room in symbols, not just text. As you mention the number of foreign guests you get, make sure your listing is being properly translated.
.

What a great idea! I will take them now if they pay for another room, and any resulting damage! Thanks dear!
.

You can also sell it as " We don't advertise ourselves as child friendly due to lots of breakable items which we would have to charge you should there be an accident, we do not provide cot's, cribs, extra beds and we only allow a maximum occupancy of each room of 2 and a child under 18 cannot be in a room on their own unsupervised and we do not provide babysitting services " its about preventing as much as you can if that's the way. One or two will creep through as they will determinedly ignore what you say but most will take the hint.
Make it clear any child must be under their eye at all times.
.

We've only had a few instances where kids were an issue. Most of the time, the parents are super aware that they are in a home with other guests.
One was a mom who fed the one year old raisins for breakfast and left stepped on, squished raisins all over my BRAND NEW mahogany very expensive deck. shudder.
One was the kid who was throwing rocks into the fish pond right in front of his mother. I nicely said, "I have to ask you not to throw rocks into the pond." Mom got up and took the kid. She was not happy. (Then again, neither was I.)
The worst was the 8 year old deaf kid who got anything she wanted. Including setting her up with her own TV in a room that wasn't rented. To them or anyone else.
.

I hope you are keeping your unoccupied rooms locked now.
.

I believe we named that 'lesson learned #32.'
The expression, "live and learn" should be on a sampler in every inn.

 

[Audrey Forrest]

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet..

Exactly. It's likely the bed frame, it's not the mattress. Suggest you roll around on the bed and see. Might need more weight on the bed for it to happen.
WIFI! ugh. So many complaints about WIFI ... the signal can be spotty even with a range extender ... might depend on what the guest is using. I was at the public library the other day that has WIFI throughout and someone was going ballistic about no signal.
I had a small number of complaints from guests who couldn't connect with their laptop and they would get very angry or frustrated. Not just at me but at 'the town'. I did what I could to help. But if you are in another part of the house when they're trying to use it, or say they are in their room at night and can't connect as is their habit, they will be unhappy. I had a laptop plugged in the guest library that was not WIFI but connected via cable so it always had a signal and was there for guest use at all times.
You just apologize wherever that review is ... never NEVER accuse a guest of lying. Even if you are convinced they are.

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet.

.

I thank you all for your feedback. It was very helpful to me to know that you have experienced "inaccurate" reviews!
Regarding Tripadvisor, Expedia etc. I think maybe they work for big chains but not a small B&B. Their customer service is poor. I think it is so important to have a Booking Agent you can contact 24/7 who is in your corner. I guess we can't please all the people all the time. I am happy that the majority of guests leave a great review either online with Booking Agent site or complete the card in the room. I have even had some kind enough to give me gifts, or generous tips!
I suggest to everyone on this Forum not to research me on Tripadvisor. I don't keep that calendar current and their information is incorrect.
My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.
Yesterday I had a man with very limited English crying on the phone to accept him with his 9 year old child. He said all the other places were too expensive for him. He hadn't read our policy. I decided to make an exception and take him on condition the child was always accompanied outside the room, and to the bathroom. He has agreed to that so I am taking him today. Hope there's no problems.
I may sound strict to all of u but that seems to be the only thing which works around here. One can be strict but friendly too.
.

My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.

As I stated in another thread, it is Illegal in CA to discriminate against children. From an L.A. Times article: "California is among the states with laws that more broadly prevent lodgings from turning away families with children. At the state attorney general's office, spokeswoman Sandra Michioku noted that since 1959, California's Unruh Civil Rights Act has required "full and equal accommodations" for all customers in business establishments."
Department of Fair Employment & Housing. Please read the last paragraph of section II
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!

Your booking agent isn't responsible for knowing the laws of your state. If someone sued you, as an example, booking . com is going to, in the words of mission impossible, 'disavow any knowledge of your actions.'
Lots of places do say no children. Let them deal with their consequences. If your actual rooms do not accommodate more than two guests of any age then you can tell parents they need to rent another room. If you're full and cannot move them around then you can say they can't stay because they didn't meet the terms of the agreement. No different than showing up with three adults.
Or, you can say one parent + child can stay, but the other adult needs find other accommodations.
But, make sure your booking agent shows the maximum number of people per room in symbols, not just text. As you mention the number of foreign guests you get, make sure your listing is being properly translated.
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What a great idea! I will take them now if they pay for another room, and any resulting damage! Thanks dear!
.

You can also sell it as " We don't advertise ourselves as child friendly due to lots of breakable items which we would have to charge you should there be an accident, we do not provide cot's, cribs, extra beds and we only allow a maximum occupancy of each room of 2 and a child under 18 cannot be in a room on their own unsupervised and we do not provide babysitting services " its about preventing as much as you can if that's the way. One or two will creep through as they will determinedly ignore what you say but most will take the hint.
Make it clear any child must be under their eye at all times.
.

Thanks for the tips, very helpful
. Last night I had a couple who wanted to know why they couldn't check in (with a child at 1.15am) !!!
He also wanted to know why I wanted more money for upgraded room (rack price $85.) and offered me $15.00 wanting to negotiate as if he were at Flea Market. It was when I showed him the door, he decided to pay for room.
I guess I shouldn't be surprised anymore.

 

[Audrey Forrest]

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet..

Exactly. It's likely the bed frame, it's not the mattress. Suggest you roll around on the bed and see. Might need more weight on the bed for it to happen.
WIFI! ugh. So many complaints about WIFI ... the signal can be spotty even with a range extender ... might depend on what the guest is using. I was at the public library the other day that has WIFI throughout and someone was going ballistic about no signal.
I had a small number of complaints from guests who couldn't connect with their laptop and they would get very angry or frustrated. Not just at me but at 'the town'. I did what I could to help. But if you are in another part of the house when they're trying to use it, or say they are in their room at night and can't connect as is their habit, they will be unhappy. I had a laptop plugged in the guest library that was not WIFI but connected via cable so it always had a signal and was there for guest use at all times.
You just apologize wherever that review is ... never NEVER accuse a guest of lying. Even if you are convinced they are.

I experience inaccuracies, I'm not sure I'd go as far as to say they are lies.
A guest of ours put in a review that there are immigrants living in tents on the beach. In fact they're just young people backpacking and are certainly not threatening in the way the reviewer suggested. The community's never really experienced any problem with them, other than the thoughtless few who leave litter behind. I replied.
Maybe they had a problem with their device and couldn't connect, they could even have done something stupid like accidentally turn on flight mode, a friend of mine is always doing that. Having memory foam wouldn't stop the bed frame from squeaking, would it?
Alas it's maybe one of those silly situations that if guests just said something at the time it probably could have been resolved there and then. Instead they wait until they're several thousand miles away a month later and post it on the internet.

.

I thank you all for your feedback. It was very helpful to me to know that you have experienced "inaccurate" reviews!
Regarding Tripadvisor, Expedia etc. I think maybe they work for big chains but not a small B&B. Their customer service is poor. I think it is so important to have a Booking Agent you can contact 24/7 who is in your corner. I guess we can't please all the people all the time. I am happy that the majority of guests leave a great review either online with Booking Agent site or complete the card in the room. I have even had some kind enough to give me gifts, or generous tips!
I suggest to everyone on this Forum not to research me on Tripadvisor. I don't keep that calendar current and their information is incorrect.
My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.
Yesterday I had a man with very limited English crying on the phone to accept him with his 9 year old child. He said all the other places were too expensive for him. He hadn't read our policy. I decided to make an exception and take him on condition the child was always accompanied outside the room, and to the bathroom. He has agreed to that so I am taking him today. Hope there's no problems.
I may sound strict to all of u but that seems to be the only thing which works around here. One can be strict but friendly too.
.

My biggest problem regarding cancellations is from guests whose English is limited and they don't read the policy of no children. As far as it being illegal in California, that does not apply to B&B which is temporary lodging, only long term stays. Our B&B has a home with fine antiques etc. so not childproof and many B&Bs here don't accept children for that reason.

As I stated in another thread, it is Illegal in CA to discriminate against children. From an L.A. Times article: "California is among the states with laws that more broadly prevent lodgings from turning away families with children. At the state attorney general's office, spokeswoman Sandra Michioku noted that since 1959, California's Unruh Civil Rights Act has required "full and equal accommodations" for all customers in business establishments."
Department of Fair Employment & Housing. Please read the last paragraph of section II
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Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!
.

Thank you for the info. I wasnt aware of it and neither is the Booking Agent!
I guess there are a number of B&B's in California who arent aware of it either!

Your booking agent isn't responsible for knowing the laws of your state. If someone sued you, as an example, booking . com is going to, in the words of mission impossible, 'disavow any knowledge of your actions.'
Lots of places do say no children. Let them deal with their consequences. If your actual rooms do not accommodate more than two guests of any age then you can tell parents they need to rent another room. If you're full and cannot move them around then you can say they can't stay because they didn't meet the terms of the agreement. No different than showing up with three adults.
Or, you can say one parent + child can stay, but the other adult needs find other accommodations.
But, make sure your booking agent shows the maximum number of people per room in symbols, not just text. As you mention the number of foreign guests you get, make sure your listing is being properly translated.
.

What a great idea! I will take them now if they pay for another room, and any resulting damage! Thanks dear!
.

You can also sell it as " We don't advertise ourselves as child friendly due to lots of breakable items which we would have to charge you should there be an accident, we do not provide cot's, cribs, extra beds and we only allow a maximum occupancy of each room of 2 and a child under 18 cannot be in a room on their own unsupervised and we do not provide babysitting services " its about preventing as much as you can if that's the way. One or two will creep through as they will determinedly ignore what you say but most will take the hint.
Make it clear any child must be under their eye at all times.
.

We've only had a few instances where kids were an issue. Most of the time, the parents are super aware that they are in a home with other guests.
One was a mom who fed the one year old raisins for breakfast and left stepped on, squished raisins all over my BRAND NEW mahogany very expensive deck. shudder.
One was the kid who was throwing rocks into the fish pond right in front of his mother. I nicely said, "I have to ask you not to throw rocks into the pond." Mom got up and took the kid. She was not happy. (Then again, neither was I.)
The worst was the 8 year old deaf kid who got anything she wanted. Including setting her up with her own TV in a room that wasn't rented. To them or anyone else.
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Wow, that's incredible. I am definitely locking any unoccupied rooms. Thanks for sharing.

 

[Audrey Forrest]

Do make sure you respond to every review and turn it back on them.
Dear Guest,
We really enjoyed have you and Harvey stay with us last weekend. You commented that we have squeaky beds but all of our beds are deluxe memory foam beds and are silent. I am sure with all of the traveling you have been doing you must have simply confused us with another place. We look forward to seeing you and Harvey again very soon.
Very best regards, P.O. Innkeeper.

That is an excellent suggestion for response to review on squeaky bed. Wish I had seen it before I left my response.
Thank you.

 

[Audrey Forrest]

Do make sure you respond to every review and turn it back on them.
Dear Guest,
We really enjoyed have you and Harvey stay with us last weekend. You commented that we have squeaky beds but all of our beds are deluxe memory foam beds and are silent. I am sure with all of the traveling you have been doing you must have simply confused us with another place. We look forward to seeing you and Harvey again very soon.
Very best regards, P.O. Innkeeper.

Do make sure you respond to every review and turn it back on them.
Dear Guest,
We really enjoyed have you and Harvey stay with us last weekend. You commented that we have squeaky beds but all of our beds are deluxe memory foam beds and are silent. I am sure with all of the traveling you have been doing you must have simply confused us with another place. We look forward to seeing you and Harvey again very soon.
Very best regards, P.O. Innkeeper

Unless the guest requests to hear from you about the review, you cannot respond on booking . com. Most of my reviews on there have no way for me to reply to comments that are either true or false. Not even to thank the guest for commenting.
.

I have been able to respond to all reviews on Booking.com
Has anyone tried their Booking Suites program? Did it increase your bookings?

 

[Audrey Forrest]

Do make sure you respond to every review and turn it back on them.
Dear Guest,
We really enjoyed have you and Harvey stay with us last weekend. You commented that we have squeaky beds but all of our beds are deluxe memory foam beds and are silent. I am sure with all of the traveling you have been doing you must have simply confused us with another place. We look forward to seeing you and Harvey again very soon.
Very best regards, P.O. Innkeeper.

Do make sure you respond to every review and turn it back on them.
Dear Guest,
We really enjoyed have you and Harvey stay with us last weekend. You commented that we have squeaky beds but all of our beds are deluxe memory foam beds and are silent. I am sure with all of the traveling you have been doing you must have simply confused us with another place. We look forward to seeing you and Harvey again very soon.
Very best regards, P.O. Innkeeper

Unless the guest requests to hear from you about the review, you cannot respond on booking . com. Most of my reviews on there have no way for me to reply to comments that are either true or false. Not even to thank the guest for commenting.
.

I have been able to respond to all reviews on Booking.com
Has anyone tried their Booking Suites program? Did it increase your bookings?

 

[Jcam]

Do make sure you respond to every review and turn it back on them.
Dear Guest,
We really enjoyed have you and Harvey stay with us last weekend. You commented that we have squeaky beds but all of our beds are deluxe memory foam beds and are silent. I am sure with all of the traveling you have been doing you must have simply confused us with another place. We look forward to seeing you and Harvey again very soon.
Very best regards, P.O. Innkeeper.

That is an excellent suggestion for response to review on squeaky bed. Wish I had seen it before I left my response.
Thank you.
.

the trick is to spin it - very good thread about this on the BB owners facebook page - chap didn't like Bed and Breakfast atmosphere and sitting family style so I said as part of the answer it should be
In our original converted Victorian home yes bathrooms are slightly on the small side but we believe that our guests prefer ensuite for their personal convenience rather than a large bathroom down the hall (ie make all ensuite the selling point). We are sorry you did not like our family style service which we clearly state on our web site but the majority of our guests like interacting with us and the other guests in their plans for the day - we recommend if you do not wish to interact with other guests you come as early as possible to avoid busy times.
and so on.

 

[Morticia]

Do make sure you respond to every review and turn it back on them.
Dear Guest,
We really enjoyed have you and Harvey stay with us last weekend. You commented that we have squeaky beds but all of our beds are deluxe memory foam beds and are silent. I am sure with all of the traveling you have been doing you must have simply confused us with another place. We look forward to seeing you and Harvey again very soon.
Very best regards, P.O. Innkeeper.

That is an excellent suggestion for response to review on squeaky bed. Wish I had seen it before I left my response.
Thank you.
.

the trick is to spin it - very good thread about this on the BB owners facebook page - chap didn't like Bed and Breakfast atmosphere and sitting family style so I said as part of the answer it should be
In our original converted Victorian home yes bathrooms are slightly on the small side but we believe that our guests prefer ensuite for their personal convenience rather than a large bathroom down the hall (ie make all ensuite the selling point). We are sorry you did not like our family style service which we clearly state on our web site but the majority of our guests like interacting with us and the other guests in their plans for the day - we recommend if you do not wish to interact with other guests you come as early as possible to avoid busy times.
and so on.
.

the trick is to spin it - very good thread about this on the BB owners facebook page - chap didn't like Bed and Breakfast atmosphere and sitting family style so I said as part of the answer it should be

I'm asking you to write all my responses from now on!

 

[Jcam]

Do make sure you respond to every review and turn it back on them.
Dear Guest,
We really enjoyed have you and Harvey stay with us last weekend. You commented that we have squeaky beds but all of our beds are deluxe memory foam beds and are silent. I am sure with all of the traveling you have been doing you must have simply confused us with another place. We look forward to seeing you and Harvey again very soon.
Very best regards, P.O. Innkeeper.

That is an excellent suggestion for response to review on squeaky bed. Wish I had seen it before I left my response.
Thank you.
.

the trick is to spin it - very good thread about this on the BB owners facebook page - chap didn't like Bed and Breakfast atmosphere and sitting family style so I said as part of the answer it should be
In our original converted Victorian home yes bathrooms are slightly on the small side but we believe that our guests prefer ensuite for their personal convenience rather than a large bathroom down the hall (ie make all ensuite the selling point). We are sorry you did not like our family style service which we clearly state on our web site but the majority of our guests like interacting with us and the other guests in their plans for the day - we recommend if you do not wish to interact with other guests you come as early as possible to avoid busy times.
and so on.
.

the trick is to spin it - very good thread about this on the BB owners facebook page - chap didn't like Bed and Breakfast atmosphere and sitting family style so I said as part of the answer it should be

I'm asking you to write all my responses from now on!
.

its all about picking out the points that matter - also I chant over in my head "you are not going to win! my response is going to show how fabulous we are, the positives of my property and town and what a XXX you are" Angry and defensive does not get you bookings