A guest without a booking arrived. What should I do?

Firstly, you should ask to see their Confirmation and record the number. Then, if you have a room available you'll want to secure this guest so taking a credit card deposit for any 'extras' would be a good idea.

Next, we need to determine if there's been a communication problem with us so please contact us with the Confirmation number and details of the guest.

If they have not made a confirmed booking in our system then you are free to negotiate with them privately and get paid directly from them. If they have a Confirmed Booking in our system they will have paid already and we'll resend the details to you ASAP.