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Ok so I work night audit at a small motel (61 rooms). On Friday night I had a no show which means I must charge guest as a no show since we held a room for that person. (keep this in mind for the next exciting chapter)
On Saturday a woman shows up to check in and tells me she has a reservation (which threw up red flags since I had already checked in my last guest) Sure enough she was the person who was a no show on Friday.
I politely inform her that her reservation had been made for Friday and she had been charged as a no show- cue the disbelief and rants about how she had made the reservation for Saturday and it was not her fault.
Now (keep this in mind) I next told her that I would be crediting her card for Friday's charge and therefore she would be exempt from the no show charge. I told her that since we were nearly sold out tonight it would be a room with two queen beds instead of one single king bed. She walked out and I thought that would be the end.
Oh no - it would not be that simple. Her boyfriend storms the front desk not two minutes later and demands a king bed or they would be leaving. I don't understand the dillema at this point since a queen bed is still a rather large bed. I look in my system and see that our apartment suite is empty so I offer this up. He takes a key to look at room and comes back five minutes later and states that would be satisfactory. I tell him as well that the charge from the night before was in the process of being voided.
You would think this would be the end of it. The situation had been handled to the guest's satisfaction. I believed I had done a credible job of turning the bad situation around. (well you would think wrong) This woman went on line and completed a guest survey and said that she would never stay here again because it took turning her boyfriend loose on me to even get the situation handled - and to top it off she complained about the room.
Why did I even stoop to believe that she did a good job of listening to me. I even left a copy of her voided credit card payment at the desk to give to her when she checked out. aaaaaaarrrrrrgggggghhhhhh!!!!!!!!!
On Saturday a woman shows up to check in and tells me she has a reservation (which threw up red flags since I had already checked in my last guest) Sure enough she was the person who was a no show on Friday.
I politely inform her that her reservation had been made for Friday and she had been charged as a no show- cue the disbelief and rants about how she had made the reservation for Saturday and it was not her fault.
Now (keep this in mind) I next told her that I would be crediting her card for Friday's charge and therefore she would be exempt from the no show charge. I told her that since we were nearly sold out tonight it would be a room with two queen beds instead of one single king bed. She walked out and I thought that would be the end.
Oh no - it would not be that simple. Her boyfriend storms the front desk not two minutes later and demands a king bed or they would be leaving. I don't understand the dillema at this point since a queen bed is still a rather large bed. I look in my system and see that our apartment suite is empty so I offer this up. He takes a key to look at room and comes back five minutes later and states that would be satisfactory. I tell him as well that the charge from the night before was in the process of being voided.
You would think this would be the end of it. The situation had been handled to the guest's satisfaction. I believed I had done a credible job of turning the bad situation around. (well you would think wrong) This woman went on line and completed a guest survey and said that she would never stay here again because it took turning her boyfriend loose on me to even get the situation handled - and to top it off she complained about the room.
Why did I even stoop to believe that she did a good job of listening to me. I even left a copy of her voided credit card payment at the desk to give to her when she checked out. aaaaaaarrrrrrgggggghhhhhh!!!!!!!!!
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