Undine Colonial Accommodation

After each guests leave our housekeeping staff complete a vacancy form, the guests had not given us a valid phone number or an address and we were unable to contact them, which is why an email was sent notify them of pending charges. Our housekeeping staff notified us that an extra person had slept in the single bed, and this has since been discussed with these clients and was not charged for. In our defence, it does occur quiet often that guests will book in for 2 people and there are more people in the room. This bed had definitely been slept in. Our check out time is 10.00 am unless it is arranged in advance that you require a later time. It is clearly advertised in our guests room that Check out is 10.00am and that late check out will be charged at a rate of $30.00 per half hour or part thereof (the cost of our cleaning staff). Our housekeeping staff waited outside this room at 10.20am they knocked on the door and spoke to the guests, regarding when they would be leaving. The Guest then left the room just after 10.35am the cleaning staff went immediately to work. The guest then re-entered the room and used the bathroom facilities. The cleaning staff then had to leave the room and wait for them to leave the bathroom. It was approximately 10.45am when our cleaner could re-commence cleaning. The guest did not discuss with our staff if it was okay for him to do so. I had a discussion with the guest during his stay that room services were carried out daily between 10.00am and 11.00 am. He did not notify us that he would be requiring a late checkout. We only charged him $30.00 not the full $60.00. When the guest booked with us he requested and was given a discount of $35.00 per night on his room. I also prepared an itinerary for his trip around Tasmania and recommended places to visit and stay. I also booked a tour of Cadbury Chocolate Factory on his behalf. The guest accessed our wireless broadband whilst here for which we did not charge. I was also more than happy to reheat his left over food for him to eat on Friday night for supper, which is not a service we offer as a bed and breakfast. We offer complimentary port and chocolates in each room, but I also refilled his jug of port for him on the Friday Night at no extra charge. We are a small bed and breakfast, I had two cleaning staff waiting outside of his Room till 10.45 to clean his room. We are more than happy to accommodate an early check in or late check out if they are organised in advance and if the rooms are not needed the next day. Some guests it does not matter how much you do for them, they will always find something to complain about.