May
29
2012

Members Speak Out: When Do You Require Payment?

Our members speak out! This monthly feature is a great way to gain insight from other innkeepers.

Our Question:
When do you require payment from your guests? Do you require a deposit when they book? If not, do you accept full payment upon arrival, or upon departure? Has one strategy worked better than the other for you?

Leave a comment below with your response, and be sure to mention your inn's name. We'll give you $50 in free Featured Property Auction credit simply for answering by the end of May!

By Emily Starbuck Crone

Comments (25) -

Tammy Doriot

At the White Oak Manor bed and breakfast in Jefferson Texas we do require a 50% deposit upon booking the room. We usually get the balance due either upon check in or at check out which ever is more convenient for the guest.

Rosanne MacKay

We take value of 1st nights accommodation at time of booking as deposit with rest due just before departure. If guests have to cancel deposit is returned in full as long as they cancel at least 48 hours before arrival date.  www.leanachfarm.co.uk

Stefanie McElman

We request 50% upon booking the room or one nights fee.  If guests have to cancel we usually charge a $25. handling fee.   www.harbourtowneinn.com

Nan Johnson

At the Anniversary House in Cedar City,Utah, we take a credit card number to secure the reservation.  If the guest cancels within 14 days of the reservation we charge their card for one night.  We collect the payment when the guest arrives for a couple of reasons: one it's done and the guests doesn't have to think about it the morning of check out and doesn't have to wait for me to run the card, and two, I don't forget to collect it the morning of check out when I am busy with breakfast.  

Michael Gosselin

At the Arbor Inn in Stowe, Vermont we request a one night deposit upon booking the room. 50% for stays 5 nights or more. The balance is due at check-in. If guest have to cancel, we charge $25.00 outside of 14 days (30 days during holiday and event weekends). If they cancel the day before or are a day show, we charge the full amount of the reservation. This is why we offer Travel Insurance.

Jennifer Miller

I ask for their cc number when they call to reserve their room. I do not charge the guest until they arrive because many guests are now paying by cash. I have collected on the departure day but am now doing it at check-in so I don't have to worry about it when the guests are leaving.

Kate Bell

Aloha,

Tara Firma Inn - Volcano requires a $20.00 deposit to hold the reservation.  The remainder of the cost is due 14 days prior to arrival.  The deposit is lost if the reservation is canceled or applied to the total charges. Any reservation made less than 14 days prior to arrival is charged to full cost when made.

Carolyn Avalos

At The Staunton Choral Gardens B&B, in Staunton, Virginia, we always get a credit card number when the guest books the room.  We do not, however, charge anything to the card; it is merely to "hold" their reservation.  We always give them a bill at check-in when we are talking about breakfast and helping acquaint them with the restaurants and activities downtown.  While they are signing our guest registration book, we run their credit card.  We do not wait until check-out time because we are usually very busy then with some guests possibly still having breakfast and often we are also involved in saying good-bye to other guests.  

Ray Deleo

At the Atlantic Birches Inn we require a one nights deposit for the first nights stay at the time the reserveration is made and the balance is due upon check-in. At one time we required a 50% deposit on 2 nighth or more but was told by our Credit Card processor that legally when a cancellation is with-in our 21 day cancellation period we could only take the first night as a cancellation fee and would have to refund the remaining deposit. www.atlanticbirches.com

Marcia Gazola

I am an small B&B , only three en suite bedrooms, therefore I prefer to have reservations made by email to me and I answer each one personally, I request a 10% non refundable deposit to be made on my Paypal account if the guest is not in Brazil, or on my Brazilian Bank account if the guest is In Brazil. The amount due is paid upon arrival in cash, we do not take cards or checks. I also ask the guests to confirm their arrival two weeks prior  their arrival.
www.janelademarcia.com

Anne Marie Dubois

At Victorian Charm Bed and Breakfast, we charge 10% deposit if the amount is over $1000.00 because it usually involves more than 4 rooms for several days and a few months away. For the 2 and 3 day bookings we charge the evening before check out. We require a credit card's info to hold the room. If the guest has no credit card then they will have to send us 25% of the total reservation. This can be done by bank draft, western Union, money order etc..If the guest cancels , we do not refund the deposit but we ask the guest if they can come at a later date. We  do not accept personal cheques unless it is a repeat customer.

Normajean Hedman

Here at Hedman House Bed & Breakfast, in Puyallup WA...we require 1 nights deposit in cash or check or a CC# for payment in full.  We do not run it through until they leave or if we have a no-show....In eleven yrs., we have never had a no-show ....If cancelled after the 14 day cancel time frame...we charge the guests in full unless, we schedule a new reservation for the dates the original guests had scheduled...Works for us!
Thanks,

Hedman House B & B

Carolyn

At the B Street House Bed and Breakfast in Virginia City, Nevada we ask guests to provide a credit card number to hold the room and then do not charge until they check in. On occasion we have asked for payment at the end of a guests' stay, but feel it is easier to get the "business" part of the stay over with at the beginning. We can then enjoy their stay.

Terry Nelson

Inn at Osprey Point takes a credit card number to hold the reservation and most payments are collected at check-in with an occasional request to pay when checking-out. Some give a credit card number to hold the room and pay in cash when they arrive. We like this!

Allan Fitzgerald

We have our b&b in Cambridge New Zealand,(Blackwood House).
We operate in 'good faith' here, and never ask for deposits,or credit card details.
We only expect payment on departure.
Never yet have we experienced any difficulties.
We always make direct contact with all prospective guests a few days beforehand, to be sure that they have not changed their minds.
Because we haven't asked for deposits, well in advance,etc. if anything, they all can not wait to pay us, often on arrival, or easily before they plan to depart.
We feel that we are being pro-active, engending a good experience right from the outset.
Perhaps as we custom / tailor the experience , with chats throughout their stay, that we don't or haven't yet had difficulties?
Cheers,from Blackwood House, New Zealand

Magretta Yokota

We are currently ask for a one night's deposit to guarantee their reservation.  We use Paypal. We are not totally happy with that, but then we don't have to worry about securing credit card numbers etc.  Then we expect payment upon arrival.  They may also pay by check 14 days ahead of time.  We do return deposit if they cancel ahead of time or if we can rent out their unit.  I've yet to charge them the handling feel! Our guests generally pay the first night's deposit with Paypal and the balance in cash upon arrival. I'm sure we will eventually take credit cards!

Maria Rekut

As owner and operator of Wishing Well Cottage Rental in Niagara on the Lake, Ontario, Canada.  I require that guests send 50% upon making the reservation, by personal cheque, and then the final payment one month in advance of their arrival date by either a bank draft or personal cheque.  We hold their reservation by having their credit card on file.

Collecting the payment that way the funds ensures that the funds have cleared the bank and I have been paid for their stay.

Elizabeth Berger

At The Arlington Inn in Vermont, we take a one night deposit with tax. They need to cxl 14 days before their arrival date to get the that deposit back less a $25.00 processing fee. The Credit Card company changes a fee for every type of transaction and that $25.00 covers those fees. Because we are a full service Inn guests are allowed to charge dinner and drinks from our restaurant to their room. We think it is nice to go to dinner and just sign it to the room. At check out we ask for the balance due. It always surprises me how many people don't want to be bothered to actually hand over their card. They say "oh you have it on file right?" With our contract the best rate on a credit card sale is when the card is swiped at the time of the sale, being so small that can be a big number at the end of the year. I always smile and say well they take the same from you but let me keep a little more if I swipe your card, because it protects you (the customer) from fraud.

Carolyn Fantasia

I require a one night deposit either by check or Paypal with a 10 day cancellation policy. Balance is paid the day before guests leave or the check out day.

Kristin Fintel Chehalem Ridge B&B

We take the credit card number at reservation time.  Most folks believe that we charge one night to the card at that time, but we don't.  I wait until check out to charge the card.  That way they can pay with whatever card or cash they want and it's easy to add a mug or some other add-on.  Only once did we have a last minute (like, that morning) cancellation that the CC did not work when we ran it.  I also explain to many folks that swiping it is cheaper for me.  Sad how much control the cc companies have and how many people don't understand how they make their money from the vendors.

Jody Osborne

At the Strasburg Village Inn, in "Train Town USA", we require a valid credit card to secure all reservations.  We process the credit card the guest wishes to pay with at check-in (swiping the card through the machine is less costly in fees than manual input) or the guest may pay cash at check-in.  If the guest will be a late arrival, we input the credit card information to authorize the charges and then leave a welcome packet for the guest in our mailbox.

Because guests occasionally need to leave very early in the morning, we find it's better for us to get payment at check-in rather than wait until check-out.  This also allows us to give them a receipt so they know upfront what their lodging costs will be.

Brenda & Graham

At Los Patios de Montserrat B&B we accept now reservations with a pre payment of a credit card only. A year ago we didn't need to do that, experience showed us we have to nowadays.

Lisa

Wow lots of great ideas here!

I'm an aspiring innkeeper.  I'm currently using another site to promote my cottage.  This site handles all of my bookings online and collects full payment from the guest at the time of booking and then automatically sends payment in full to me (my paypal account) 8 hours after the guest has checked in.  I pay 1% of my total sale for this service.  I really want to list with bedandbreakfast.com, I do hope they'll consider offering a service like this in the very near future!

Mike

At Los Patios de Montserrat B&B we accept now reservations with a pre payment of a credit card only. A year ago we didn't need to do that, experience showed us we have to nowadays. <a href="http://www.seguroscocheblog.com">Seguros de Coche</a>

Nancy Werany

At The Turret House, Dryden, NY I sometimes vary my payments.  If it is two night's stay I take one night on reservation, second night entered while they are here.  I do not wait until they check-out, because if there are problems, they're gone.  If they are coming within a week or two I put the whole amount on the credit card (I tell them what I am doing).  If I can enter payment once, not twice, that is less work and I am all for less work.  

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