Foreign Perspectives

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If you cast your mind back to the early part of the year you might remember that we picked up a really big booking from a German family in February. So large that what started off as a couple of rooms for a few days ended up totalling 30 nights worth of accommodation over the course of a week or so.

The snag was that they never responded to any of our e-mails so it wasn’t until they arrived that we found out they were here to go to a wedding and spending the extra time to get aquainted with the French half of the family who live locally. The downside of that for us was that we only picked up the money for the rooms as they didn’t even take breakfast whilst they were here so we’ve had a relatively restful week.

For them, the lack of response meant that they weren’t even aware that our booking conditions for groups are quite different from those for individual rooms until they checked out this morning. For normal bookings we only charge for the rooms when people leave and if they cancel at least 24 hours in advance they don’t have to pay anything. For groups, we charge the full balance for the rooms a week before they arrive and it’s not refundable unless we can rebook the rooms.

So, we’re sitting with the place half-empty in the peak of summer at the moment. Although we’ll almost certainly rebook some of the rooms it doesn’t seem too likely that we’ll rebook the whole lot as we only found out this morning that they were leaving four days early which is just a few days before the main French holiday of August (the 15th) ie most people coming to the region on holiday will already have booked their accommodation and therefore there’s a fair chance that we’ll remain relatively empty for the next few days.

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That’s an obvious question to ask but, of course, most people know roughly what the answer will be for hotels in general ie after lunch to late evening.

In fact, we state that it’s from 3pm to 10pm although there’s usually some flexibility at either end of that time. So, for example, we can normally let people check in from around noon if they let us know in advance. Similarly, whilst we officially close the office at 10pm it generally takes us ’til around 11pm to actually get everything locked up.

However, despite us being clear on the hours, we still get people saying that they’ll be arriving at 1am or 5am now and again. Historically the 1am people have rarely made it on schedule so we routinely reply that their reservation has been cancelled.

The 5am people are always Parisiens who have booked “Saturday” and are planning on spending the entire weekend in the south of France but only paying for one day in a hotel. It takes quite some time to explain to them that actually hotels are booked by the night and if they want in at 5am on Saturday then they’re going to have to book Friday too or the room won’t be available ’til noon at the earliest.

Anyway, I’m sitting now for someone who should have been here some hours ago and will be billing them as a noshow once I finish off this post.

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Most people will drastically underestimate that number because they’ve installed a spam filter and they just delete any dodgy e-mails as they come in. In fact, over the peak season the real number is probably several per day ie around a couple of hundred over the course of the summer.

However, in amongst those ones that people have deleted are a number of genuine bookings that just look dodgy.

From the spam filter, we find that we get something like one or two genuine enquiries a week that are blocked by it from normal people and one booking site gets all their e-mails to us blocked by it because of the method they use for sending out enquiries (no, it’s not possible to whitelist it).

From the dodgy e-mails we have had some of our largest genuine bookings. For example, would you have considered something along the lines of “i represent a traveling theatre group and i to book want 10 rooms for 2 nights. do you take bank cheques?” from a yahoo address? In fact, it was quite genuine, despite all the “red flags” (bad grammar, large booking, bank cheque payment).

So the question isn’t so much how many fraudulent bookings that you get, because that’s sure to be hundreds, but rather how many have you tagged as fraudulent but which were actually genuine booking enquiries?

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