How to handle Mini Bar disputes ?
Replies to This Discussion
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Permalink Reply by Talat Mahmood on -
In my opinion to avoid such problems and unnecessarily annoying the guest, the Minibar cost should be included in the room cost as room rate can be slightly revised to offer the facility as complementary to staying Guests.
Regards
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Permalink Reply by mohammad sohial sobhi hmaid on -
its case to case basis, you have to investigate what has happened exactly ? sometimes i found out that it was the mini bar guy mistake by posting the charges to a wrong room ! or the consumed items was for a previous guest and they miss to charge it on time ! so many scenarios and its all up to you how you want to take it further specially in a busy timings .
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Permalink Reply by Roger Christie Ghirawoo on
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To my mind its all well and good to include the minibar costs in the room rate but this still exposes the hotel/resort to all sorts of abuses. The resupply will be mandatory. The guests will have no qualms about binging. The ill-intending employee will assume carte blanche in helping his/herself. Much unpleasantness will ensue.These untoward circumstances tend to be a common feature of all inclusive plans.
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Permalink Reply by Sharma R P on -
One possible way is instead of standard content the guest is asked for his choice that can be stacked in minutes of arrival. With activity happening in presence and with consent chances of error, staff pilferage and or guest denial get reduced. The information would as well help pre-stocking prior room allocation for regular guests..
Shall be happy to hear views...
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Permalink Reply by Roger Christie Ghirawoo on
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I think this is a very practical approach to preempting mini bar disputes. This way the "customised" mini bar element would redound to added value to the guest experience,
albeit with proper checks and balances.
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Permalink Reply by Youssef Ayyass on -
Dear Colleages, since the ratio of discrepancies to the total Mini Bar revenue is not more than 3% I think it is acceptable as we all stick to one policy that the guest is always right. Some hotels make the guest wait at the reception for a long time for a small bottle of water. This is not the standarad at all.
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Permalink Reply by Duraiya Malik on
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it is very difficult to find solution to this problem, also if a guest refuses to pay for his minibar consumption then you cannot force him to pay, this particular guest has stayed in your hotel and has good experience, because of which he can recommend your hotel to his friends and colleagues so for little money do not get your hotel a bad name, you will loose this guest forever plus the likely business which he could have generated, moreover these type of cases are very few most of the time guest pay, so be smart and dont loose business.
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Permalink Reply by Sharma R P on
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I see no reason why should it entail longtime as also considering each floor can maintain stocks thereby as well reduce replenishment time. Not to forget the advantage of stocking guests choice and not using space with unwanted consumes. And 3 percent is not a small amount considering each percent adds.
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Permalink Reply by pradeep on -
In mini bar, plastic type lock system available, every check out , u can lock it, if lock is open the gust is response,,,,in ocu room,
i f they dont like pull out mini bar keep empty they can use it ,,,,
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Permalink Reply by Richard C Joseph on -
Hello Khurram,
Mini Bar in most of the hotels are disputed and will remain so. One reason is because we hoteliers always believe that the guest is always right !!!
Secondly if a guest has had a fantastic stay and is paying a big amount on check out we cannot dispute a small amount and make his stay bad....Right ??
One way is to ensure the rooming of the guest has a clear process of opening the mini bar and showing it to him the contents of the mini bar with the charge slip (ensuring he knows it is brought to his notice that the mini bar is chargeable).
Rooming a guest is the process where he is escorted from the reception to his room and on the way a brief information of the hotel facilities and timings are given to him and after entering the room all switches and facilities of the room is informed to the guest (unless a honeymoon couple is escorted who wants you to go out soon ....so you have to but inform when they have the time we need to complete to give them the information..)
Thanks
Richard
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Permalink Reply by Amit Pushkarna on
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One can avoid all discrepency by making Mini bar items available to hotel guest free of charge.
What i mean is to let guest know that the mini bar is stocked to optimum level and it available for the guest "Just simply add the value of the mini bar item on to the room charges" at cost or just 10% added at teh cost to guest room charges.
Now if the guest consumes all item in the mini bar ..hotel make some $$$ as 10% of the cost is still a revenue for the hotel. And if guets do not consume any thing you still make the revenue as the cost is paid by the guest already under his room rates.
Cheers
Amit
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Permalink Reply by LAXMAN SINGH on -
not like that so many time guest its self used and he did not say or some time he think its part his package and it complimentary but qustion is how to handle this problem only one salutation on the arrival only when bell boy went the guest room and make sure he show and brieff abut mini bar and
second before departure floor boy should go to room and take permission from guest and check it in front of the guest only to avoid the misunderstanding and after that guest refure to pay than make it part of
his package
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