guests who aren't good with technology

[Zachary15]

I'm just venting, I've had a lot of guests lately that decide they want to cancle last minute then when I advise them to cancle on their end they tell me they don't know how, and that it doesn't let them. Then I try to accomodate them further and they want to switch the reservation to the next week which is fine for me. But being the check in day of their current reservation I can't make the necessary changes, only they can. Now they are fustrated with me because I can't make the changes and they have no desire to figure out the app to make it themselves. And its been 14 hours since the "Experts" have refered me to the "company" to get the reservation altered! 

Vent over

[Cynthia-and-Chris1]

I know you want to be accommodating to your guests, but there is a line that needs to be drawn too.  If they dont want to TRY to figure it out, then just leave it.  You'll still be paid for the reservation and they'll learn their lesson.

[David126]

Happened to me a couple of time, I assume they thought I did not know how the system worked so wanted me to cancel so they could get a full refund. 

Somehow they found the cancel button when I made it clear that I could not cancel on their behalf and if they did not cancel they would lose out.

[Lawrene0]

I agree with @Cynthia-and-Chris1 and @David126. It is not that they are not good with technology in these cases. They suddenly are good with technology when you hold firm.

Hold firm, @Zachary15!