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Boy do I feel like I'm in a catch 22!

Here's what happened. My wife (Inna) went to England and left me in charge of making reservations and all that stuff for the apartment that she rents out in Moscow. Well with no way of me knowing a client writes after she left and said why is the price this when you advertised that? I assumed he saw an old web page we made and decided to let him have the place for the lower price. (I've sense corrected that web page)

My wife returned last night and then called her mom this morning and found out that the guy came there with 3 other people today. (a women and 2 kids) as you can imagine that's a lot more towels, sheets, and cleaning, and so on for her to do for the lower price, and I was not aware of this when he wrote me. I figured it's just good business to let him have it at the lower price, and Inna's mom is really nice to people and wouldn't say anything to the client if it had just been him and a girl but would instead ask us why we charged him so little.

The man tries to hand my mother-in-law the small amount of cash and she says no, not for a whole week and all these people! Instead of offering her more money or at least the regular amount his fiancee (or who ever) tells her in a very rude way ( here's how it would sound in English) lady take the money and be greatful you could use it. (as if she just finished a day of begging on the street before coming to meet them) I was surprised when Inna told me she pointed them the way out.

So now they are most likely paying 4 times what we wanted for a place to stay this week, and I'm expecting to see bad things written on every forum out there. As of now my only plans are to send his deposit check back to him via certified mail and try to figure out if there is something more I should do??

Mike

... in response to Advice needed on flat rental problem, posted by Mike on Dec 9, 2002

I have a couple rental properties in a resort area and I have been totally booked 52 weeks per year for 11 years...all by the same people...and I have zero vacancies.  So something is being done well.  First,  always get a head count on who is staying and for how long.  $$$ up front,  unless you know them very well.  Second,  don't be afraid to charge for extra service...like laundry.  Good service costs good money.  Third,  research your given market and be confident that your price is in line with the relative competition for your given area.  Fourth:  Unfortunately,  if you are too low in regard to price....you'll get the riff-raff.  And the price on an old web page is just that...an old price.

... in response to Re: Advice needed on flat rental problem, posted by tim360z on Dec 10, 2002

I see the truth in your advice. I felt we were being helpful by renting our flat from 2 to 3 hundred a week (depending on the season) and I'm surprised at the number of people that try to get us to give them a better deal when a cheap hotel cost $100 or more in Moscow a day! We've raised the prices recently but we're still way below the average price. You are right, I need to do some research.
I'm not worried about the quality issue because this studio is impressive and my mother-in-law keeps it very clean.
Thanks again!
Mike

... in response to Advice needed on flat rental problem, posted by Mike on Dec 9, 2002

1. Send a note to the client apologising for
the misunderstanding.  Thank them for their patronage,
and pocket the money.  Swallow your pride, and
make the best of the situation.

2. Have a per person surcharge.  Make sure all
persons are declared in advance.

3. Take a deposit.  Charge by the load for
laundry and other services past a certain
threshold.

4. Smack the old frog up-side the head and
remind her that the heart of the business
is the happiness of the customer, not the
number of towels washed, etc.  In particular,
honor your contracts.

5. Make better contracts, generally.
Some customers try to take advantage.
Ask for references, maybe it will help
weed out the @ssholes.
Maybe even a "be civil" clause.

... in response to Re: Advice needed on flat rental problem, posted by vagn on Dec 9, 2002

Thanks for your response. As for number 1, yes I should include a note and swallow my pride. Number 2 is also a good point! Number 3 just goes with the job I guess but the deposit we take is to weed out the no shows. Number 4 umm well she's too nice to do that to. (god knows if it had been me in her shoes there would have been a foot print on someones butt) so in that area she was as polite as one can be after being insulted and waisting a lot of her time, the reason I was so surprised was the fact that she's just as sweet as can be (she must have felt really insulted!). Number 5 is also good advice, it gets to be so routine making arrangments that getting caught off guard like this is something I'd like to avoid in the future.

Thanks for the good advice
Mike