Foreign Perspectives

Archive for the ‘Relocating’ Category

The whole idea behind the common market, or European Union as we call it these days, was that borders between the countries participating would gradually cease to exist and, for the most part, that has been gradually happening over the last 20 or 30 years. How come then there’s almost always a queue at the border crossing between Spain and France then?

I used to think that it was just a case of “jobs for the boys” until I saw a number of cars and caravans being pretty much taken apart by the customs guys. Presumably they’re enforcing some import control then? Perhaps, but then anything that you can legally buy in Spain can be legally taken to France.

Whatever they’re doing it certainly causes major problems in the Summer when the queues of cars can reach right back to the toll booth (abour 6 kilometres!) and the hill leading up to the customs post is littered with cars that have overheated and had to pull in off the road.

We received an interesting e-mail from one of the European offices looking after consumer affairs last night.

They’re writing on behalf of a Spanish couple who booked with us last July but who didn’t turn up.

Ordinarly, that would mean we’d have billed them as a no-show but at the time the booking system had a technical problem so we weren’t receiving their reservation e-mails and therefore didn’t know that they were coming. Anyway, net effect was that we didn’t charge them although under the terms of the reservation system we were entitled to.

They’ve gone to this European office with their booking confirmation that has a note of the two nights booked and EUR 98 charge. Except, that it isn’t a change: it’s just a note of what they would have to pay.

The Spanish guy in the European office doesn’t understand that at all. They quoted their credit card number and they’ve a statement with EUR 98 on it, they didn’t get their accommodation (because they went to the wrong place) but he believes that they’ve paid it as do they.

Usually the Spanish are much more Internet-savvy than the French but in this area they’re just as far behind in that they assume that they’ve paid when they quote a credit card number yet it’s only used for a guarantee.

I suspect that it’ll run for a bit as he sent another e-mail this morning threatening to translate everything and sent it to the French consumer protection authorities to demand the refund of this EUR 98 which they’ve not paid.

With the rapid rise of the Catalán language just over the border in Spain the problems in communication with those coming north have been magnified considerably.

Starting earlier this year we began to receive guests from “Spain” who could barely speak French or English and simply refused to speak Spanish. Since we don’t speak Catalán we’re increasingly finding ourselves pretty much resorting to sign language with some of them.

Aside from anything else, that makes sending out of our acknowledgement e-mail something of a problem. The majority of those coming from south of the border are from Barcelona and that’s a very cosmopolitan city with Spanish from all over the country and indeed Latin America living there but obviously with a large Catalán component. The only language that we know they all speak is Spanish yet sending out an acknowledgement e-mail in Spanish will clearly insult the Cataláns.

The net effect is that we’re considering calling it a day with e-mails to Spain yet that causes complications for them and in fact we’ve already received a complaint from one Catalán couple (in English, as they won’t write in Spanish and nobody outside Spain can understand Catalán) because they say we were closed the night they’d booked. In fact, because they’d refused to read the directions e-mailed to them in Spanish, they were banging on the door of our neighbour’s house and he was off on holiday.

We’ve got our Danish group back again this evening.

It’s an interesting aspect of the development of our bookings that we are starting to get picked out by tour groups this year. This’ll be the fifth time that the Danish tour leader will have been here on one of her New Age tours taking in this region. It seems to be quite a popular area for that type of tour, this particular one having a Mary Magdelene theme.

Anyway, that’ll keep us pretty busy this evening as they want meals through to lunchtime tomorrow.

Most of the time we just take it for granted that American is pretty much the same as English and at least that we know the differences (color not colour, check not cheque, etc.) but some differences in interpretation can cause problems.

The main problem we have is with our pickup and dropoff service. This is a service that we offer for the likes of walkers who frequently arrive at the airport or rail station without cars but who’d like to start their walking in our area (it’s very popular for that).

Most of the time our guests are couples and we’ve only once had a family arrive wanting a pickup. Therefore we don’t need to get a minibus or similar and can easily do the pickups and dropoffs in our car, sometimes with the aid of the trailer for the luggage.

Critically, from the American perspective, it isn’t a “shuttle service” and we never use that phrase in any of our marketing because we’re just not setup to offer such a thing. Yet, consistently, the Americans read “pickup/dropoff service” as “shuttle service” and thereby have an expectation of its capability that we just aren’t equipped to fulfil.

For instance, a few weeks ago, despite several e-mail exchanges a large group arrived wanting to book the shuttle bus for the nine of them. Earlier, we had one couple who wanted to catch the shuttle to and from the city every day and, were none too pleased when we weren’t able to collect them from the town a couple of times during their stay.