Your 'insult' point?

[happykeeper]

I don't get requests for discounts...almost ever. Of course, we are the smallest and most affordable Inn in our region for what we offer.
If I WAS getting constant requests for discounts, and had rooms going unrented, I think I would put my pride on a back burner and put some research into my current rates.
Fair market rates are not what the Innkeeper WANTS to get, it's what the market will bear for what is offered. Of course, if you're perfectly happy with your current occupancy rate and revenues, then you can ignore me..

But if you are current with the rates of the area and they are just playing the how chep can I screw them down to game - it is better that they walk. Would you really want word of mouth advertising that you can be beat down in your price?
It also translates to preception of value. If an inn is willing to "take whatever is offered" the perception is that they are not a place of value - a "nice" place. The owners are so desparate for guests they will take whatever is offered. And if what is offered is not enough to sustain the business - there is no business.
While some rates make me gulp - their tax bill makes me gulp, cringe, and go into a fetal position and their insurance rates would send me to the "rubber room". And we all know from experience, sometimes the way to INCREASE occupancy is to RAISE rates. Otherwise you have the "what is wrong with it" factor. We walk a fine line in many ways.
.

I am inclined to agree with GH here. We have not discounted our rates and we considering raising them or eliminating our 3-tier scale for longer stays. There are specials galour out there right now and we think those properties will have a hard time later when things improve, whereas we will be poised to raise our rates as demand increases.
We get reservations for exactly the reason that we do not barter. There is a confidence that we are charging a fair price for what they will get.
On the hotel down the street being full- the last thing you want to do, IMHO, is lower your rates even more. It could be as simple as finding a niche or getting more exposure. It doesn't sound like a rate issue. We are in the rural area of Hawaii and rates are not the issue for us. Getting people excited enough about what we offer to choose us has always been the key. If your confident that you offer as good or better product than the hotel, would it be possible to partner with them and pay them a commision for overflow. Don't know- just brainstorming. It seems like everytime we get outside of the box we're in, something good happens.
.

We don't have to pay a commission for overflow, they will refer to us when full with no money exchanging hands. However, they will do their best to fill every other hotel in the area first. Stated rates tonight are over $200. I don't know what a walk-in could get a room for at this point.
.

the thinking was that maybe a small fee would send some of that traffic your way? I really don't know if that is possible, it's just a thought
.

the thinking was that maybe a small fee would send some of that traffic your way? I really don't know if that is possible, it's just a thought

Are you thinking $10? Because I could almost guarantee that if I did that the guest would then want another $10-$50 off even if they know they already saved themselves $100 by not getting a room at the hotels. Still, it would almost be money under the table to someone at the front desk because they do have a mandate to fill all the hotels in their chain first.
.

Ah, I see what you are saying with that. HMMM...befriending the front desk and using bribes...that might be a little dicey.... maybe its more about how to get your name in front of these walk-ins during decision time with some information that suggests a greater value can be had for the same money.
MT, we have worked on our marketing from day one and it still baffles me much of the time. Our latest marketing thing was that we pushed hard to get our tourism bureau to tap into our local coffee farmers for an upcoming media event. If we're lucky, we get a mention in a press release. Point is, we try all kinds of things to keep our name out there. No rock is too small and no stone is too big, or something like that.
Because of our location, we do get a fair amount of gawkers and drive-ups. They seem to come in clusters- as if a great airfare popped for next day travel and a bunch of folks arrive without rezs. Not sure. Anyway, we have a few options that we give them that are beds for a bargain, which is best for most people. Occasionally however, the drive-up is not as price concious and when they see that we are suggesting a spot down the road for half of what we charge, they decide to stay with us. Is it the same as your situation? No, but it is what makes me think price is not always the answer and that some changes in strategy could get some of those folks on your radar screen. I have recommended a book called, "Attracting Perfect Customers" before and it does a far better job than I explaining all this stuff.

 

[happykeeper]

I don't get requests for discounts...almost ever. Of course, we are the smallest and most affordable Inn in our region for what we offer.
If I WAS getting constant requests for discounts, and had rooms going unrented, I think I would put my pride on a back burner and put some research into my current rates.
Fair market rates are not what the Innkeeper WANTS to get, it's what the market will bear for what is offered. Of course, if you're perfectly happy with your current occupancy rate and revenues, then you can ignore me..

But if you are current with the rates of the area and they are just playing the how chep can I screw them down to game - it is better that they walk. Would you really want word of mouth advertising that you can be beat down in your price?
It also translates to preception of value. If an inn is willing to "take whatever is offered" the perception is that they are not a place of value - a "nice" place. The owners are so desparate for guests they will take whatever is offered. And if what is offered is not enough to sustain the business - there is no business.
While some rates make me gulp - their tax bill makes me gulp, cringe, and go into a fetal position and their insurance rates would send me to the "rubber room". And we all know from experience, sometimes the way to INCREASE occupancy is to RAISE rates. Otherwise you have the "what is wrong with it" factor. We walk a fine line in many ways.
.

I am inclined to agree with GH here. We have not discounted our rates and we considering raising them or eliminating our 3-tier scale for longer stays. There are specials galour out there right now and we think those properties will have a hard time later when things improve, whereas we will be poised to raise our rates as demand increases.
We get reservations for exactly the reason that we do not barter. There is a confidence that we are charging a fair price for what they will get.
On the hotel down the street being full- the last thing you want to do, IMHO, is lower your rates even more. It could be as simple as finding a niche or getting more exposure. It doesn't sound like a rate issue. We are in the rural area of Hawaii and rates are not the issue for us. Getting people excited enough about what we offer to choose us has always been the key. If your confident that you offer as good or better product than the hotel, would it be possible to partner with them and pay them a commision for overflow. Don't know- just brainstorming. It seems like everytime we get outside of the box we're in, something good happens.
.

We don't have to pay a commission for overflow, they will refer to us when full with no money exchanging hands. However, they will do their best to fill every other hotel in the area first. Stated rates tonight are over $200. I don't know what a walk-in could get a room for at this point.
.

the thinking was that maybe a small fee would send some of that traffic your way? I really don't know if that is possible, it's just a thought
.

the thinking was that maybe a small fee would send some of that traffic your way? I really don't know if that is possible, it's just a thought

Are you thinking $10? Because I could almost guarantee that if I did that the guest would then want another $10-$50 off even if they know they already saved themselves $100 by not getting a room at the hotels. Still, it would almost be money under the table to someone at the front desk because they do have a mandate to fill all the hotels in their chain first.
.

I am not so good at doing links, but I pulled this out of a NYT article that I saw right after my post
"Drastically cutting room rates is a short-sighted strategy, Mr. Lomanno said. “I understand why it happens emotionally, but statistically speaking, they leave a lot of money on the table,” he said. “Of course, they need to lower their rates some, but the level of discounting is far above what they need to do.”
Rather than adding to the demand for hotel rooms, the bargain rates simply encourage people who already planned to travel to choose a different destination, he said.
One problem for New York, Mr. Lomanno said, is that in many cases, the discounted rate is now lower than previously negotiated corporate rates. He said corporate meeting planners were already beginning to demand further reductions.
Hotel specialists say that it could take years for room rates to reach their former level, which, of course, is good news for travelers. “Once you get a $149 rate in Manhattan, it will be difficult to charge $349 for that room next year,” said Thomas P. McConnell, a senior managing director at Cushman & Wakefield."

 

[Proud Texan]

I don't get requests for discounts...almost ever. Of course, we are the smallest and most affordable Inn in our region for what we offer.
If I WAS getting constant requests for discounts, and had rooms going unrented, I think I would put my pride on a back burner and put some research into my current rates.
Fair market rates are not what the Innkeeper WANTS to get, it's what the market will bear for what is offered. Of course, if you're perfectly happy with your current occupancy rate and revenues, then you can ignore me..

But if you are current with the rates of the area and they are just playing the how chep can I screw them down to game - it is better that they walk. Would you really want word of mouth advertising that you can be beat down in your price?
It also translates to preception of value. If an inn is willing to "take whatever is offered" the perception is that they are not a place of value - a "nice" place. The owners are so desparate for guests they will take whatever is offered. And if what is offered is not enough to sustain the business - there is no business.
While some rates make me gulp - their tax bill makes me gulp, cringe, and go into a fetal position and their insurance rates would send me to the "rubber room". And we all know from experience, sometimes the way to INCREASE occupancy is to RAISE rates. Otherwise you have the "what is wrong with it" factor. We walk a fine line in many ways.
.

I am inclined to agree with GH here. We have not discounted our rates and we considering raising them or eliminating our 3-tier scale for longer stays. There are specials galour out there right now and we think those properties will have a hard time later when things improve, whereas we will be poised to raise our rates as demand increases.
We get reservations for exactly the reason that we do not barter. There is a confidence that we are charging a fair price for what they will get.
On the hotel down the street being full- the last thing you want to do, IMHO, is lower your rates even more. It could be as simple as finding a niche or getting more exposure. It doesn't sound like a rate issue. We are in the rural area of Hawaii and rates are not the issue for us. Getting people excited enough about what we offer to choose us has always been the key. If your confident that you offer as good or better product than the hotel, would it be possible to partner with them and pay them a commision for overflow. Don't know- just brainstorming. It seems like everytime we get outside of the box we're in, something good happens.
.

We don't have to pay a commission for overflow, they will refer to us when full with no money exchanging hands. However, they will do their best to fill every other hotel in the area first. Stated rates tonight are over $200. I don't know what a walk-in could get a room for at this point.
.

the thinking was that maybe a small fee would send some of that traffic your way? I really don't know if that is possible, it's just a thought
.

the thinking was that maybe a small fee would send some of that traffic your way? I really don't know if that is possible, it's just a thought

Are you thinking $10? Because I could almost guarantee that if I did that the guest would then want another $10-$50 off even if they know they already saved themselves $100 by not getting a room at the hotels. Still, it would almost be money under the table to someone at the front desk because they do have a mandate to fill all the hotels in their chain first.
.

Ah, I see what you are saying with that. HMMM...befriending the front desk and using bribes...that might be a little dicey.... maybe its more about how to get your name in front of these walk-ins during decision time with some information that suggests a greater value can be had for the same money.
MT, we have worked on our marketing from day one and it still baffles me much of the time. Our latest marketing thing was that we pushed hard to get our tourism bureau to tap into our local coffee farmers for an upcoming media event. If we're lucky, we get a mention in a press release. Point is, we try all kinds of things to keep our name out there. No rock is too small and no stone is too big, or something like that.
Because of our location, we do get a fair amount of gawkers and drive-ups. They seem to come in clusters- as if a great airfare popped for next day travel and a bunch of folks arrive without rezs. Not sure. Anyway, we have a few options that we give them that are beds for a bargain, which is best for most people. Occasionally however, the drive-up is not as price concious and when they see that we are suggesting a spot down the road for half of what we charge, they decide to stay with us. Is it the same as your situation? No, but it is what makes me think price is not always the answer and that some changes in strategy could get some of those folks on your radar screen. I have recommended a book called, "Attracting Perfect Customers" before and it does a far better job than I explaining all this stuff.
.

Ah, I see what you are saying with that. HMMM...befriending the front desk and using bribes...that might be a little dicey....

Dicey? How about unethical?

 

[Breakfast Diva]

I don't get requests for discounts...almost ever. Of course, we are the smallest and most affordable Inn in our region for what we offer.
If I WAS getting constant requests for discounts, and had rooms going unrented, I think I would put my pride on a back burner and put some research into my current rates.
Fair market rates are not what the Innkeeper WANTS to get, it's what the market will bear for what is offered. Of course, if you're perfectly happy with your current occupancy rate and revenues, then you can ignore me..

But if you are current with the rates of the area and they are just playing the how chep can I screw them down to game - it is better that they walk. Would you really want word of mouth advertising that you can be beat down in your price?
It also translates to preception of value. If an inn is willing to "take whatever is offered" the perception is that they are not a place of value - a "nice" place. The owners are so desparate for guests they will take whatever is offered. And if what is offered is not enough to sustain the business - there is no business.
While some rates make me gulp - their tax bill makes me gulp, cringe, and go into a fetal position and their insurance rates would send me to the "rubber room". And we all know from experience, sometimes the way to INCREASE occupancy is to RAISE rates. Otherwise you have the "what is wrong with it" factor. We walk a fine line in many ways.
.

I am inclined to agree with GH here. We have not discounted our rates and we considering raising them or eliminating our 3-tier scale for longer stays. There are specials galour out there right now and we think those properties will have a hard time later when things improve, whereas we will be poised to raise our rates as demand increases.
We get reservations for exactly the reason that we do not barter. There is a confidence that we are charging a fair price for what they will get.
On the hotel down the street being full- the last thing you want to do, IMHO, is lower your rates even more. It could be as simple as finding a niche or getting more exposure. It doesn't sound like a rate issue. We are in the rural area of Hawaii and rates are not the issue for us. Getting people excited enough about what we offer to choose us has always been the key. If your confident that you offer as good or better product than the hotel, would it be possible to partner with them and pay them a commision for overflow. Don't know- just brainstorming. It seems like everytime we get outside of the box we're in, something good happens.
.

I am inclined to agree with GH here. We have not discounted our rates and we considering raising them or eliminating our 3-tier scale for longer stays. There are specials galour out there right now and we think those properties will have a hard time later when things improve, whereas we will be poised to raise our rates as demand increases.
We get reservations for exactly the reason that we do not barter. There is a confidence that we are charging a fair price for what they will get.
On the hotel down the street being full- the last thing you want to do, IMHO, is lower your rates even more. It could be as simple as finding a niche or getting more exposure. It doesn't sound like a rate issue. We are in the rural area of Hawaii and rates are not the issue for us. Getting people excited enough about what we offer to choose us has always been the key. If your confident that you offer as good or better product than the hotel, would it be possible to partner with them and pay them a commision for overflow. Don't know- just brainstorming. It seems like everytime we get outside of the box we're in, something good happens.

Yes but meanwhile people have bills to pay, and plenty of BnB's in resort areas are going under. Your guests are booked in advance, correct? She is talking about walk ins, in a place where that is common. Imo if there are plenty of walk ins and they are all saying the same thing...what should you do? If it is just one or two, then forget about them totally and keep on doing what you do.
.

We could play to a walk-in market if we wanted to because of our location, but most are advance.
I understand that walk-ins are more price sensitive. I was just suggesting that the price may not be what needs adjusted. It sounded more like a marketing or sales issue.
If you think about the "have to pay the bills" notion, I would be inclined to say that deep discounts to raise occupancy will, in the long run, make paying the bills much harder.
I also want to say that I am sympathetic to this challenge and the solution isn't as easy as someone knucklehead like me tossing out a few unfinished pearls. I was just thinking, "what would I do if the hotel down the street was booked at twice my rate? Maybe something one of us says will generate a spark and an idea on what to do.
.

We could play to a walk-in market if we wanted to because of our location, but most are advance.
I understand that walk-ins are more price sensitive. I was just suggesting that the price may not be what needs adjusted. It sounded more like a marketing or sales issue.
If you think about the "have to pay the bills" notion, I would be inclined to say that deep discounts to raise occupancy will, in the long run, make paying the bills much harder.
I also want to say that I am sympathetic to this challenge and the solution isn't as easy as someone knucklehead like me tossing out a few unfinished pearls. I was just thinking, "what would I do if the hotel down the street was booked at twice my rate? Maybe something one of us says will generate a spark and an idea on what to do.

Aren't we missing the real point here? In my opinion, more energy/marketing needs to be done to get those rooms filled by reservation so you don't have as many rooms available at the last minute. I know, easier said than done, but if you are filling more of your rooms with reservations, then you're not so desparate to lower the rate for the walk-in.

 

[Kailin]

Just my two cents, from a location that gets a fair amount of last minute calls and walk-ins...I have just never felt good giving a discount. Personally, when we travel, would never ask for a discount, and I just consider it tacky that someone would even ask.
We have our rooms priced to what they cost us to stay open...we are a little higher than other b&b's in our area but we stay full more often. We just have a better product. If on a phone call someone asks about a discount I simply say we don't participate with any discounts and keep our rates as low as we possibly can for everyone (which we do).
I guess you have to ask yourself if an extra $100 or whatever in the short term will really make that much of a difference to your overall profit, and if it is worth how it makes you feel to offer a discount.
I would also say that in this "terrible economy", people want to feel like they are getting something for nothing. So if you are going to offer any kind of discount at all, be sure to let the person KNOW you are offering a discount...so in other words state your regular room rate first and then say "Tonight only we have a special for $50 off" or whatever.

 

[Proud Texan]

Just my two cents, from a location that gets a fair amount of last minute calls and walk-ins...I have just never felt good giving a discount. Personally, when we travel, would never ask for a discount, and I just consider it tacky that someone would even ask.
We have our rooms priced to what they cost us to stay open...we are a little higher than other b&b's in our area but we stay full more often. We just have a better product. If on a phone call someone asks about a discount I simply say we don't participate with any discounts and keep our rates as low as we possibly can for everyone (which we do).
I guess you have to ask yourself if an extra $100 or whatever in the short term will really make that much of a difference to your overall profit, and if it is worth how it makes you feel to offer a discount.
I would also say that in this "terrible economy", people want to feel like they are getting something for nothing. So if you are going to offer any kind of discount at all, be sure to let the person KNOW you are offering a discount...so in other words state your regular room rate first and then say "Tonight only we have a special for $50 off" or whatever..

So if you are going to offer any kind of discount at all, be sure to let the person KNOW you are offering a discount...so in other words state your regular room rate first and then say "Tonight only we have a special for $50 off" or whatever.

That's very good advise. How many times have you made a purchase (no matter what it was or how much it costs) only to discover at checkout that the item was actually on sale. Remember how delighted you were that you "saved" money. It's psychological. If we think we are getting a bargain, whether we are or not, it make us feel better and satisfied with our purchase.
Now some enjoy the thrill of the hunt and like the sense of accomplishment they receive from obtaining a discount when none was apparent. Let them have their little thrill. Start out with your regular price then let them haggle down to the price you would have discounted for them anyway. It becomes a win win situation.

 

[JBloggs]

It is mostly psychological. They think that extra $10 or $20 can go toward dinner...which it will, plus some.
Here is my take. I am working at not getting them in, but keeping them in. I am working on turning the one night stay into two. If I look at this year compared to last dollar to dollar is not accurate, as the cost per room is much higher when I have such a string of one nighters vs two or three night stays.
The walk in, most definately would be considered a one night stay imo. Of course that is not always the case.
I mean consider IF you had hired help at $12 per flip. Three nights is $36 vs $12 for the one night flip. Not to mention the other extras like laundry etc.
If I had a walk in trade I would have my rates posted on the door - like restaurants in popular areas do. If I wanted to post a special of the night I would toss that on there. I know you all worry about what the other guests think, how much they payed etc. I would do it this way. I would NOT waste my time walking them in and around to convince them how much they should be paying. I think I would go insane doing that.

 

[happykeeper]

It is mostly psychological. They think that extra $10 or $20 can go toward dinner...which it will, plus some.
Here is my take. I am working at not getting them in, but keeping them in. I am working on turning the one night stay into two. If I look at this year compared to last dollar to dollar is not accurate, as the cost per room is much higher when I have such a string of one nighters vs two or three night stays.
The walk in, most definately would be considered a one night stay imo. Of course that is not always the case.
I mean consider IF you had hired help at $12 per flip. Three nights is $36 vs $12 for the one night flip. Not to mention the other extras like laundry etc.
If I had a walk in trade I would have my rates posted on the door - like restaurants in popular areas do. If I wanted to post a special of the night I would toss that on there. I know you all worry about what the other guests think, how much they payed etc. I would do it this way. I would NOT waste my time walking them in and around to convince them how much they should be paying. I think I would go insane doing that..

This is a very interesting thing and a great point to bring up. Since we went to using a sliding scale, we have seen our length of stay jump to 2 1/2 nights. That has made a big difference in several areas, including the bottom line and our quality of life. We're still working on how to get the length of stay up without the sliding scale, but until then...we're the odd inn out.
More and more, I think we'll be in a great position to raise rates once the market picks up. No guest will have paid less than our lowest published rate ( with a very few exceptions that have extenuating circumstances) and there won't be any fallout. When you build your business around word of mouth, some of the first words out of their mouth is the price. the more consistent that is for us, the better we'll be later on.

 

[Proud Texan]

It is mostly psychological. They think that extra $10 or $20 can go toward dinner...which it will, plus some.
Here is my take. I am working at not getting them in, but keeping them in. I am working on turning the one night stay into two. If I look at this year compared to last dollar to dollar is not accurate, as the cost per room is much higher when I have such a string of one nighters vs two or three night stays.
The walk in, most definately would be considered a one night stay imo. Of course that is not always the case.
I mean consider IF you had hired help at $12 per flip. Three nights is $36 vs $12 for the one night flip. Not to mention the other extras like laundry etc.
If I had a walk in trade I would have my rates posted on the door - like restaurants in popular areas do. If I wanted to post a special of the night I would toss that on there. I know you all worry about what the other guests think, how much they payed etc. I would do it this way. I would NOT waste my time walking them in and around to convince them how much they should be paying. I think I would go insane doing that..

This is a very interesting thing and a great point to bring up. Since we went to using a sliding scale, we have seen our length of stay jump to 2 1/2 nights. That has made a big difference in several areas, including the bottom line and our quality of life. We're still working on how to get the length of stay up without the sliding scale, but until then...we're the odd inn out.
More and more, I think we'll be in a great position to raise rates once the market picks up. No guest will have paid less than our lowest published rate ( with a very few exceptions that have extenuating circumstances) and there won't be any fallout. When you build your business around word of mouth, some of the first words out of their mouth is the price. the more consistent that is for us, the better we'll be later on.
.

Since we went to using a sliding scale, we have seen our length of stay jump to 2 1/2 nights.

What, are they leaving in the middle of the 3rd night?

 

[Breakfast Diva]

I just found an insult point. I received this e-mail this morning and it really ticked me off. This woman has stayed with us 2 times over the past 5 years. Last year I gave her a discount that I don't normally do. She was going through a breakup in her marriage and she wanted the quiet, privacy we offered. This was also one of those where I had to use my "therapist hat". She's now wanting the same room (our least expensive) for an insulting price. The regular rate for that room is $145 and includes a king bed, fireplace, deck, jacuzzi tub and breakfast delivered (remember she is alone and probably wouldn't be comfortable around a table) and she paid $125 last time.
I'm trying to formulate a response back to her, but right now I'm still ticked off and don't want to send a response I will regret. The part that really got me was the obvious manipulation of "I've checked other places"...
I've had a very stressful day yesterday and today with all sorts of bending of the rules for people so I'm a bit off my game. Am I overreacting?? This room will most certainly be rented at full price at least 2 of those 4 nights if she's not here.
"I hope this finds you well. I'm not sure if you'll remember me, but I stayed at (name of inn) last year - sometime in September. I was also there a few years ago and even talked to you a little bit about that. If it helps to remind you, I came last year alone and when I had to leave REALLY early for my flight back to xxxx, you wrapped some awesome granola for my breakfast. =)

Anyway, I am again planning on going to (big city) this Fall and would again like to go to the xxxx area. My planned dates are 9/24, Thurs. through either Sun. (9/27) or Mon. (28). I checked your website and saw the xxxx room is again available. I would like to know if you would be able to rent the room to an avid returner for $110/night? I confess I checked out other places to stay. I would rather stay with you of course, but I also need to make this affordable this year. Please let me know."

 

[wendydk]

I just found an insult point. I received this e-mail this morning and it really ticked me off. This woman has stayed with us 2 times over the past 5 years. Last year I gave her a discount that I don't normally do. She was going through a breakup in her marriage and she wanted the quiet, privacy we offered. This was also one of those where I had to use my "therapist hat". She's now wanting the same room (our least expensive) for an insulting price. The regular rate for that room is $145 and includes a king bed, fireplace, deck, jacuzzi tub and breakfast delivered (remember she is alone and probably wouldn't be comfortable around a table) and she paid $125 last time.
I'm trying to formulate a response back to her, but right now I'm still ticked off and don't want to send a response I will regret. The part that really got me was the obvious manipulation of "I've checked other places"...
I've had a very stressful day yesterday and today with all sorts of bending of the rules for people so I'm a bit off my game. Am I overreacting?? This room will most certainly be rented at full price at least 2 of those 4 nights if she's not here.
"I hope this finds you well. I'm not sure if you'll remember me, but I stayed at (name of inn) last year - sometime in September. I was also there a few years ago and even talked to you a little bit about that. If it helps to remind you, I came last year alone and when I had to leave REALLY early for my flight back to xxxx, you wrapped some awesome granola for my breakfast. =)

Anyway, I am again planning on going to (big city) this Fall and would again like to go to the xxxx area. My planned dates are 9/24, Thurs. through either Sun. (9/27) or Mon. (28). I checked your website and saw the xxxx room is again available. I would like to know if you would be able to rent the room to an avid returner for $110/night? I confess I checked out other places to stay. I would rather stay with you of course, but I also need to make this affordable this year. Please let me know.".

$110.00 is insulting? Apparently it takes alot to insult me.
If you absolutely can't do it for that price for her third stay, then offer the rate she paid last year.

 

[gillumhouse]

I just found an insult point. I received this e-mail this morning and it really ticked me off. This woman has stayed with us 2 times over the past 5 years. Last year I gave her a discount that I don't normally do. She was going through a breakup in her marriage and she wanted the quiet, privacy we offered. This was also one of those where I had to use my "therapist hat". She's now wanting the same room (our least expensive) for an insulting price. The regular rate for that room is $145 and includes a king bed, fireplace, deck, jacuzzi tub and breakfast delivered (remember she is alone and probably wouldn't be comfortable around a table) and she paid $125 last time.
I'm trying to formulate a response back to her, but right now I'm still ticked off and don't want to send a response I will regret. The part that really got me was the obvious manipulation of "I've checked other places"...
I've had a very stressful day yesterday and today with all sorts of bending of the rules for people so I'm a bit off my game. Am I overreacting?? This room will most certainly be rented at full price at least 2 of those 4 nights if she's not here.
"I hope this finds you well. I'm not sure if you'll remember me, but I stayed at (name of inn) last year - sometime in September. I was also there a few years ago and even talked to you a little bit about that. If it helps to remind you, I came last year alone and when I had to leave REALLY early for my flight back to xxxx, you wrapped some awesome granola for my breakfast. =)

Anyway, I am again planning on going to (big city) this Fall and would again like to go to the xxxx area. My planned dates are 9/24, Thurs. through either Sun. (9/27) or Mon. (28). I checked your website and saw the xxxx room is again available. I would like to know if you would be able to rent the room to an avid returner for $110/night? I confess I checked out other places to stay. I would rather stay with you of course, but I also need to make this affordable this year. Please let me know.".

My response would be:
We will be so sorry to miss seeing you this year. We made the room as affordable for you as we could last time you were here, as an exception to a returning guest. We hope you enjoy your visit to the area at one of the alternatives you have researched.
Just my two cents for what it is worth.

 

[JBloggs]

nice = use me. Sorry you are having a bad time. We're here for ya!
I would not give her that steep of a discount. She IS taking advantage, esp mentioning she looked elsewhere first...$140 discount/savings.

 

[Tim_Toad_HLB]

I just found an insult point. I received this e-mail this morning and it really ticked me off. This woman has stayed with us 2 times over the past 5 years. Last year I gave her a discount that I don't normally do. She was going through a breakup in her marriage and she wanted the quiet, privacy we offered. This was also one of those where I had to use my "therapist hat". She's now wanting the same room (our least expensive) for an insulting price. The regular rate for that room is $145 and includes a king bed, fireplace, deck, jacuzzi tub and breakfast delivered (remember she is alone and probably wouldn't be comfortable around a table) and she paid $125 last time.
I'm trying to formulate a response back to her, but right now I'm still ticked off and don't want to send a response I will regret. The part that really got me was the obvious manipulation of "I've checked other places"...
I've had a very stressful day yesterday and today with all sorts of bending of the rules for people so I'm a bit off my game. Am I overreacting?? This room will most certainly be rented at full price at least 2 of those 4 nights if she's not here.
"I hope this finds you well. I'm not sure if you'll remember me, but I stayed at (name of inn) last year - sometime in September. I was also there a few years ago and even talked to you a little bit about that. If it helps to remind you, I came last year alone and when I had to leave REALLY early for my flight back to xxxx, you wrapped some awesome granola for my breakfast. =)

Anyway, I am again planning on going to (big city) this Fall and would again like to go to the xxxx area. My planned dates are 9/24, Thurs. through either Sun. (9/27) or Mon. (28). I checked your website and saw the xxxx room is again available. I would like to know if you would be able to rent the room to an avid returner for $110/night? I confess I checked out other places to stay. I would rather stay with you of course, but I also need to make this affordable this year. Please let me know.".

I just found an insult point. I received this e-mail this morning and it really ticked me off. This woman has stayed with us 2 times over the past 5 years. Last year I gave her a discount that I don't normally do. She was going through a breakup in her marriage and she wanted the quiet, privacy we offered. This was also one of those where I had to use my "therapist hat". She's now wanting the same room (our least expensive) for an insulting price. The regular rate for that room is $145 and includes a king bed, fireplace, deck, jacuzzi tub and breakfast delivered (remember she is alone and probably wouldn't be comfortable around a table) and she paid $125 last time.
I'm trying to formulate a response back to her, but right now I'm still ticked off and don't want to send a response I will regret. The part that really got me was the obvious manipulation of "I've checked other places"...
I've had a very stressful day yesterday and today with all sorts of bending of the rules for people so I'm a bit off my game. Am I overreacting?? This room will most certainly be rented at full price at least 2 of those 4 nights if she's not here.
"I hope this finds you well. I'm not sure if you'll remember me, but I stayed at (name of inn) last year - sometime in September. I was also there a few years ago and even talked to you a little bit about that. If it helps to remind you, I came last year alone and when I had to leave REALLY early for my flight back to xxxx, you wrapped some awesome granola for my breakfast. =)

Anyway, I am again planning on going to (big city) this Fall and would again like to go to the xxxx area. My planned dates are 9/24, Thurs. through either Sun. (9/27) or Mon. (28). I checked your website and saw the xxxx room is again available. I would like to know if you would be able to rent the room to an avid returner for $110/night? I confess I checked out other places to stay. I would rather stay with you of course, but I also need to make this affordable this year. Please let me know."

While I agree with LB that the dollar amount doesn't rise to the "insult point" threshold, there is more to it than just that.
For me it isn't the monetary part of it at all, its the principle involved.
If she had offered even the slightest bit of "Thanks for taking such good care of me last time when I was going through a rough spell" or anything to that effect, I'd have done it in a minute or at least offered to split the difference with her.
If she's so "avid" what is she doing checking around before strong arming you to begin with and then throwing it in your face for?
And what's with the "affordable" crack? She knows her way around the internet and must have known what your normal rate was the last time and the fact you gave her a break before. I have no idea where you're located or comparable rates, but with that size bed and other amenities, even your full price rate is a bargain in most places.
The "I don't know if you remember me" thing is too weird too given that you probably took months to try and forget her and how much extra "care" you had to provide last time.
We've had a few of these and can excuse some people's lack of social graces or tact, but when its painfully obvious that unless you grant her the discount level SHE wants and NOT what you're comfortable, she's going elsewhere.
We just had one this month in fact. They book for August every January, get a decent discount each year, then aren't that friendly at all. They always surprise us with notification of an ultra early departure the night before departure and when coming into the dining room to retrieve their "to go" breakfast the last morning each year, make enough noise to wake the dead in addition to being the 20 car door slams to pack four bags types.
So this year, she emails a week before arrival to press for an extra discount because she was hunting around on the internet and saw a narrowly targeted special we ran trying to appeal to first time opera goers which they are not. I'm not sure why someone who has had reservations somewhere for almost eight months is hunting around for a B&B, but who am I to say?
Had she also not worded her request so clumsily and the three of them not been so forgetful and unappreciative of all the previous four year's discounts, we'd have just gone along.
We offered to split the difference with her and made sure we reminded her of the discount she was already receiving.
She accepted it and they all acted exactly the way they always have down to the 20 car door slams.
My adivce is to put a value on your mental "comfort" and simply ask yourself if you can accept her terms and not grind your teeth about it once she arrives. If that vlaue you ascribe is worth even more than full price for the room, than you know you're granting an even higher discount than the $35.

 

[farmer]

I'm interested to learn more about the specifics of a sliding scale. For example, this high season I noticed that we were getting more extended stays than our previous four years. Of course, it makes a huge positive impact on quality of life for me as a single innkeeper. I'm uncomfortable with a two night minimum because it seems to me that people don't always have that much time to get away. I wonder if offering some kind of 'sliding scale' incentive for a two night stay might be a tipping point to encourage folks to stay two nights. I've done the "stay two nights and get the third free" in low season & had lots of takers.
Maybe the comment about a sliding scale isn't this idea. Working smarter not harder works for me. Is this something that makes any sense?

 

[Breakfast Diva]

nice = use me. Sorry you are having a bad time. We're here for ya!
I would not give her that steep of a discount. She IS taking advantage, esp mentioning she looked elsewhere first...$140 discount/savings..

nice = use me. Sorry you are having a bad time. We're here for ya!
I would not give her that steep of a discount. She IS taking advantage, esp mentioning she looked elsewhere first...$140 discount/savings.

That's really the part that is getting me. Last time I made an exception for her and gave her a discount and now she's wanting to stay at an even lower price than a year ago. Now that's gratitude! That's why I rarely do discounting. The public is not appreciative and in my opinion you get what you paid for. She really wants to stay here with all our amenities she can't get anywhere else, but she doesn't want to pay for them. Well, she can go stay somewhere else for $110. Maybe it will make her appreciate us more the next time. If there is no next time, that's ok too because I want appreciate all my guests.

 

[happykeeper]

I just found an insult point. I received this e-mail this morning and it really ticked me off. This woman has stayed with us 2 times over the past 5 years. Last year I gave her a discount that I don't normally do. She was going through a breakup in her marriage and she wanted the quiet, privacy we offered. This was also one of those where I had to use my "therapist hat". She's now wanting the same room (our least expensive) for an insulting price. The regular rate for that room is $145 and includes a king bed, fireplace, deck, jacuzzi tub and breakfast delivered (remember she is alone and probably wouldn't be comfortable around a table) and she paid $125 last time.
I'm trying to formulate a response back to her, but right now I'm still ticked off and don't want to send a response I will regret. The part that really got me was the obvious manipulation of "I've checked other places"...
I've had a very stressful day yesterday and today with all sorts of bending of the rules for people so I'm a bit off my game. Am I overreacting?? This room will most certainly be rented at full price at least 2 of those 4 nights if she's not here.
"I hope this finds you well. I'm not sure if you'll remember me, but I stayed at (name of inn) last year - sometime in September. I was also there a few years ago and even talked to you a little bit about that. If it helps to remind you, I came last year alone and when I had to leave REALLY early for my flight back to xxxx, you wrapped some awesome granola for my breakfast. =)

Anyway, I am again planning on going to (big city) this Fall and would again like to go to the xxxx area. My planned dates are 9/24, Thurs. through either Sun. (9/27) or Mon. (28). I checked your website and saw the xxxx room is again available. I would like to know if you would be able to rent the room to an avid returner for $110/night? I confess I checked out other places to stay. I would rather stay with you of course, but I also need to make this affordable this year. Please let me know.".

Aloha Ms. ----
Thanks for checking with us. We realize that getting a rate the fits into your budget is more important than ever. We did a quick check and found the The Inn Down The Street has rates that start near your budget and The Happy Bed and Breakfast has rates that are actually lower. If you decide to splurge a little, let us know. Although it tends to book up quickly, the Sunshine Room is still available and is a great value at $145.
Best wishes
The Best Inn

 

[JBloggs]

I was thinking about this today as I was up working away. A hotel with overflow shocked at our rates... Guess what guys, we are not a bed. We aren't!
I looked out the window at the grounds with
the many blooms,
the pecan trees,
the rose arbor,
the peonies
the day lillies
the rhodies
the azaleas
the wisteria
the magnolias
the rose of sharon
the confederate jasmine climbing the railing
I looked around at the view,
the mountains
the town
the historic district
I made up the room with
books,
unique decor like antiques,
persian rugs,
marble side tables,
tiffany lamps,
artwork,
fresh flowers,
chocolates,
I came down the stairs to the living room for guests with
books,
games,
magazines,
comfortable chairs,
sofa,
coffee table and side tables
chandelier
reading lamps,
the dining room with the complimentary
snacks,
sodas,
coffees,
teas,
water,
hot cocoa,
apple cider,
the afternoon fresh baked cake that filled the inn I made today
the gold cutlery,
the vintage plates,
th cheery help yourself sign,
the bouquet of fresh flowers,
the framed antique music sheets that guests love,
the great coffee, tea, breakfast, atmostphere, deck and porches with rocking chairs, private parking, ETCETERA.ETCETERA
So that is my insult point. Hotel people do not realize what they GET when they stay at a BnB. They have no clue. You KNOW what you get when you stay at a hotel. The same thing you get at every hotel or less.
My list is not complete - we could add luxury or comfortable linens, privacy, solitude, concierge, cleanliness, ...

 

[Breakfast Diva]

I just found an insult point. I received this e-mail this morning and it really ticked me off. This woman has stayed with us 2 times over the past 5 years. Last year I gave her a discount that I don't normally do. She was going through a breakup in her marriage and she wanted the quiet, privacy we offered. This was also one of those where I had to use my "therapist hat". She's now wanting the same room (our least expensive) for an insulting price. The regular rate for that room is $145 and includes a king bed, fireplace, deck, jacuzzi tub and breakfast delivered (remember she is alone and probably wouldn't be comfortable around a table) and she paid $125 last time.
I'm trying to formulate a response back to her, but right now I'm still ticked off and don't want to send a response I will regret. The part that really got me was the obvious manipulation of "I've checked other places"...
I've had a very stressful day yesterday and today with all sorts of bending of the rules for people so I'm a bit off my game. Am I overreacting?? This room will most certainly be rented at full price at least 2 of those 4 nights if she's not here.
"I hope this finds you well. I'm not sure if you'll remember me, but I stayed at (name of inn) last year - sometime in September. I was also there a few years ago and even talked to you a little bit about that. If it helps to remind you, I came last year alone and when I had to leave REALLY early for my flight back to xxxx, you wrapped some awesome granola for my breakfast. =)

Anyway, I am again planning on going to (big city) this Fall and would again like to go to the xxxx area. My planned dates are 9/24, Thurs. through either Sun. (9/27) or Mon. (28). I checked your website and saw the xxxx room is again available. I would like to know if you would be able to rent the room to an avid returner for $110/night? I confess I checked out other places to stay. I would rather stay with you of course, but I also need to make this affordable this year. Please let me know.".

Aloha Ms. ----
Thanks for checking with us. We realize that getting a rate the fits into your budget is more important than ever. We did a quick check and found the The Inn Down The Street has rates that start near your budget and The Happy Bed and Breakfast has rates that are actually lower. If you decide to splurge a little, let us know. Although it tends to book up quickly, the Sunshine Room is still available and is a great value at $145.
Best wishes
The Best Inn
.

Aloha Ms. ----
Thanks for checking with us. We realize that getting a rate the fits into your budget is more important than ever. We did a quick check and found the The Inn Down The Street has rates that start near your budget and The Happy Bed and Breakfast has rates that are actually lower. If you decide to splurge a little, let us know. Although it tends to book up quickly, the Sunshine Room is still available and is a great value at $145.
Best wishes
The Best Inn

I like your letter. I can't send her to another B&B because no one around here has prices that low. The least expensive one has a couple rooms for $130 (still $5 more than she paid here last year). Unless she makes a special deal with another innkeeper, the only other alternative is a motel. That's why this is so irritating, no B&B has published rates that low so the fact that she checked others in the area is just rank manipulation. She's trying to compare us to a motel.

 

[happykeeper]

I'm interested to learn more about the specifics of a sliding scale. For example, this high season I noticed that we were getting more extended stays than our previous four years. Of course, it makes a huge positive impact on quality of life for me as a single innkeeper. I'm uncomfortable with a two night minimum because it seems to me that people don't always have that much time to get away. I wonder if offering some kind of 'sliding scale' incentive for a two night stay might be a tipping point to encourage folks to stay two nights. I've done the "stay two nights and get the third free" in low season & had lots of takers.
Maybe the comment about a sliding scale isn't this idea. Working smarter not harder works for me. Is this something that makes any sense?.

I think you'll find that the sliding scale does work, but not if you do discounting. We have a sliding scale for one, two, and three or more nights. We have a package rate that we use with our partner inns, and we have a media rate. That's it. No discounts, last minute deals, I have to pay the mortgage discounts, the kids need new shoes rates, or It's been so slow I'll pay you to take a room deals.

Our average night stay is up, our year over year revenue is up and our occupancy is down. Quality of life- priceless!
I vote for work smarter.
WARNING: Sliding scales do not work for everyone or in every situation. This is just one story among 10,000