What to do when you have a no child under 12 policy and the guests show up with two small children (4 & 6)

[Basil Fawlty]

We have a very clearly stated set of policies which a guest booking online must agree to - they have to check the "I have read these policies" box before the system will allow them to continue their online booking. Also, each room description on our website states that we can not accept infants and small children, but children over 12 are allowed in the Master Suite. We are a small b&b and we want to provide our guests with a "getaway" adult atmosphere. So, we were non-plussed when a family - Grandad, young mom-and-dad, and Aunt - showed up with a 4 and 6 year old. They had booked three rooms with two occupants each - they just didn't bother to tell us that two of those occupants were kids. (Also, two of their credit cards didn't work. Grandad sighed and paid for the others) We didn't turn them away, but did say that we weren't "child-proofed" and that the children must be accompanied by an adult at all times. We then showed the young parents to their room, and offered them an adjacent "children's alcove" for a small fee. They agreed, but still we were worried about all the pitfalls children could get in to in this wacky, eccentric house.
Here's our policy page:
( 7day in advance cancellation policy. Past this point we will credit your card back if we can re-book your room for your dates.
There is no refund for early departure, or for rare interruptions in complimentary services like cable, hot tub or wi-fi.
No third party bookings.
REMINDER: YOUR RESERVATION IS NOT CONFIRMED UNTIL YOU RECEIVE A CONFIRMATION LETTER FROM THE GREEN CAT GUEST HOUSE.
Third occupant in the Master Suite: $30. Two persons max in Orchard, Lavender and Cedar Grove rooms

The Green Cat Guest House is a non-smoking property. Sorry, due to allergies of some guests, we cannot accept pets. Adults only in Orchard, Lavender and Cedar Grove rooms. Children over twelve welcome in Master Suite. Sorry, we cannot accommodate infants and small children.
The Green Cat is a non-smoking property. PLEASE no smoking on grounds or in house.
No illegal drugs. No firearms on property.

Check in 3pm-6pm. Check out 11am.
PLEASE LET US KNOW YOUR ARRIVAL TIME - Call/text our cell at--- or email us at----
If you arrive before 3:00pm we'll be happy to stow your luggage and transfer when your room is ready at 3pm.
PLEASE INDICATE YOUR CHOICE ON THE "SPECIAL REQUESTS" BOX.)
Now the kids are bounding around between the guest rooms with all the high octane and decibel young children can muster.
We didn't feel we could turn them away, but we also feel like we've been taken advantage of. I feel sure these guests absolutely read our policies and just decided to "ghost" these kids in.
Have you had a similar situation? How did you handle it?
Thanks for any feed back.
Green Cat Guest House

 

[Morticia]

At the door: 'Who made the reservation? Did you read what you agreed to? Then you read we do not allow young children. Our other guests are expecting a quiet weekend away from young kids. I'll take a look for another place for you to stay. Please wait here.'
Right now? How long are they staying? If more than one night tell them to quiet the kids or leave right now.
This stinks. But I think we have to push back when guests pull this crap.

 

[EmptyNest]

Do you make your policies clear on your website and your confirmation? If not, you need to sharpen that up right now. I would not have let them in. But now that you have, pull them aside and tell them, we let you stay out of the goodness of our hearts and we expect you to keep control of the young children if not,you will have to leave! And make in it no uncertain terms..You have been taken advantage of and this needs to be a lesson.
It is your house, your business and YOU run it they wan YOU WANT from now on and be prepared for worse case scenarios and stand firm.

 

[Arks]

Sorry, due to allergies of some guests, we cannot accept pets. Adults only in Orchard, Lavender and Cedar Grove rooms. Children over twelve welcome in Master Suite. Sorry, we cannot accommodate infants and small children.

Just a note: your Policies page says "Children over 10 are welcome in the Master Suite." I guess you have 12 in one place and 10 in another. It happens!
Also, the kids policy is rather buried in the last paragraph on the page, a paragraph that starts out talking about pets. I'd guess that people without pets never read the rest of the paragraph.
I'd put the children policy higher on the policy page, and put it in bold.
Maybe have bullet points for each policy, rather than paragraphs of different topics in the same set of sentences.
But I realize, you weren't asking for critique of the web page, you were asking how to handle the situation once they arrive. I just couldn't resist.

 

[Basil Fawlty]

Do you make your policies clear on your website and your confirmation? If not, you need to sharpen that up right now. I would not have let them in. But now that you have, pull them aside and tell them, we let you stay out of the goodness of our hearts and we expect you to keep control of the young children if not,you will have to leave! And make in it no uncertain terms..You have been taken advantage of and this needs to be a lesson.
It is your house, your business and YOU run it they wan YOU WANT from now on and be prepared for worse case scenarios and stand firm..

Many thanks for your feedback and ideas! As the comment above yours points out, we need to do better to make our policies clear. As it is, guests must check the "I've read all this stuff" box before they can make the booking, but to be fair, how many times have I looked at that same box on other websites and not gone through the policies??

 

[Basil Fawlty]

At the door: 'Who made the reservation? Did you read what you agreed to? Then you read we do not allow young children. Our other guests are expecting a quiet weekend away from young kids. I'll take a look for another place for you to stay. Please wait here.'
Right now? How long are they staying? If more than one night tell them to quiet the kids or leave right now.
This stinks. But I think we have to push back when guests pull this crap..

Brava, bravo, and bravissima! I lose my nerve at the crucial moment, but you're right, if we don't stick to our own policies, there will be blowback from other guests who have booked for a nice, quiet getaway...

 

[Basil Fawlty]

Sorry, due to allergies of some guests, we cannot accept pets. Adults only in Orchard, Lavender and Cedar Grove rooms. Children over twelve welcome in Master Suite. Sorry, we cannot accommodate infants and small children.

Just a note: your Policies page says "Children over 10 are welcome in the Master Suite." I guess you have 12 in one place and 10 in another. It happens!
Also, the kids policy is rather buried in the last paragraph on the page, a paragraph that starts out talking about pets. I'd guess that people without pets never read the rest of the paragraph.
I'd put the children policy higher on the policy page, and put it in bold.
Maybe have bullet points for each policy, rather than paragraphs of different topics in the same set of sentences.
But I realize, you weren't asking for critique of the web page, you were asking how to handle the situation once they arrive. I just couldn't resist..

No,no - good ideas, all! Thanks for the feedback.
PS I like your Mark Twain quote!

 

[Morticia]

BTW, I didn't look at your site, but ol' Teddy is right - bullet point and highlight the important stuff.

 

[JimBoone]

Would it simplify to say no children or no children under 12 except when the whole inn is rented as a unit?

 

[Arks]

BTW, I didn't look at your site, but ol' Teddy is right - bullet point and highlight the important stuff..

BTW, I didn't look at your site, but ol' Teddy is right - bullet point and highlight the important stuff.

Bully on those bullet points!

 

[Basil Fawlty]

BTW, I didn't look at your site, but ol' Teddy is right - bullet point and highlight the important stuff..

BTW, I didn't look at your site, but ol' Teddy is right - bullet point and highlight the important stuff.

Bully on those bullet points!
.

Yup. Bullet point advice taken - and implemented! Many thanks!