Preventing blacklisted guest on coming?

Question

Hi guys, I work as a motel receptionist in Sydney. We have encountered many troubled guest that aimed to get refund everytime they stayed here with many excuses such as bed bugs or disturbed by the housekeepeers in the morning (Check-out time is 10AM and the housekeepers knock the door at 10:05 AM and they still asleep and refused to check-out and resort to have told the receptionist for late check-out at 12 PM the other day, which is not true!)

We put a blacklist on the guest in the database, however, he used his partner name to make a booking everytime (with different girls' name on each booking) and we only realised it after they check-in.
And of course, the next morning he used many techniques to get a refund AGAIN for another excuses such as no Do-Not-Disturbed sign provided in the room! (which again not true, he has probably hide it somewhere when we checked it).

So how do you guys think to prevent this sort of things if he comes back again in the future with different booking name?

(NB: sometimes we refused to refund and the guest started threatening in many ways, such as reporting to ombudsman, police, or threaten the receptionist safety)

Thank you for the input guys!

Answer 1

Take a picture of him and post it by the check-in desk. Warn your employees that this guy is blacklisted. When girls are with him, tell the guy in front of the girl that you are refusing him entry to your premises based on your past experience with him. When he goes to check in, refuse him. If someone else checks in, they have to use their credit card (right?) so just bill them. Don't give refunds.



And when he threatens you, tell him that you are familiar with him and his scams, and that he is welcome to report you to whomever he wants, but that you will report him for fraud if he continues to use your services and try to get refunds. Tell him, calmly, that unhappy customers do not keep using the same place, and since he has been repeatedly unhappy, he should not continue to try to use you.



If he threatens the receptionist, have that person call the police and file a complaint against him.



Do you have security cameras? The receptionist can point to it and tell him that his threat is now on file, and his picture is posted at the front desk.



Also, if there is a local chamber of commerce or hotel group, go to a meeting with his picture and ask if other people have the problem with him and ask what they do. I'll bet they do.



Also, you should report him right now to the police. Just call the local non-emergency number and explain the problem. Ask what they recommend.



But really, start with a picture at the front desk.

Answer 2

Simple enough.



You just refuse to even speak with him, as the room was not registered to him.



You also ignore his nonsense threats and tell him to go **** himself. Then you lodge a compliant with the police, demanding he not return to the hotel. You are allowed to ban people. If he threatens the receptionist, call the cops and lodge a formal complaint, that way you can have him arrested when he steps foot on the property.

Answer 3

Sounds like this individual is harassing people to get his way. Get your managers together and ban him from the premises, and refuse him access to the facilities full stop. There is no law to suggest he has a right to access any room - if he's being vexatious, you can ban him temporarily or permanently. Alert the police yourself as a business that this person is a consistent problem.

Answer 4

When I was a child this problem was immediately resolved

with dialing the paid protection and not answering all future

questions about who did what to whom.