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Flag a difficult guest

  • February 5, 2024
  • 6 replies
  • 144 views
W

Hi - 

What is the best approach to flag a difficult customer so that if they book a reservation with you in the future you will know and can make the decision to cancel them.. Any help would be greatly appreciated. 

Thanks,   

Best answer by smehia

Hello @Winterparkchateau You have also the “Problematic” one that could do

 

The blacklist one will block you or your team to book a room for that particular unwelcome guest like illustrated here below

but i don’t know if is gonna work if the reservation arrives through an OTA...

 

Regards

 

Stephane

    6 replies

    W

    I think I found it.. if you classify someone on a blacklist?.. wondering what that does

    S
    Senior Guru
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    • smehia
    • Senior Guru
    • 167 replies
    • Answer
    • February 5, 2024

    Hello @Winterparkchateau You have also the “Problematic” one that could do

     

    The blacklist one will block you or your team to book a room for that particular unwelcome guest like illustrated here below

    but i don’t know if is gonna work if the reservation arrives through an OTA...

     

    Regards

     

    Stephane

    marketa.oupicka
    Mews Employee
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    • marketa.oupickaMews Employee
    • Mews Employee
    • 264 replies
    • February 6, 2024

    Hello @Winterparkchateau,

    what @smehia mentions is correct and he is right that the “Blacklisted” customer will not work when booking via OTA (meaning they can still book).

    Here is more info about blacklisting.

    I think the suggestion of “Problematic” is great, you can find it in the customer profile under internals tab:
     

    Thank you! 

    DanS.
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    • DanS.
    • Helper
    • 43 replies
    • February 6, 2024

    We just blacklisted a customer last week. We allowed him to stay the final night aaaaand...

    1. It was shown as blacklist when he wanted to do a room charge at the bar (Pos: Lightspeed) so was unable to charge an item to the room
    2. he used a different email address and was still able to book a room for the following day.
    3. So now my question: Does blacklist work on name or only email?
    #beexcellenttoeachother
    marketa.oupicka
    Mews Employee
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    • marketa.oupickaMews Employee
    • Mews Employee
    • 264 replies
    • February 6, 2024

    Hey @DanS. !

    so to respond to C. - the email is the unique identifier, so yes, if they use a different email, they can still book.

    The name would not work as many people share the same name so we can´t blacklist every John Doe in the world 🤔

    DanS.
    Forum|alt.badge.img+1
    • DanS.
    • Helper
    • 43 replies
    • February 7, 2024

    Hey @DanS. !

    so to respond to C. - the email is the unique identifier, so yes, if they use a different email, they can still book.

    The name would not work as many people share the same name so we can´t blacklist every John Doe in the world 🤔

    I mean, with a name like John Doe… we should blacklist them all ;)

    #beexcellenttoeachother


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