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Friday I had one of those nights
About midnight a guest calls down and said his TV won't come on either with remote or on the TV. He's in a mini-suite that has 2 TVs, the other one was working. He wants to move rooms, I tell him we are sold out. He wants me to bring him a TV from a vacant room, again I tell him we are sold out so I don't have a vacant room. He then decides we have knowingly put him in a room with a bad TV. I again apologize and offer him a 10% discount, he shoots that down and complains more and is just being an over the top jerk. So I offer him 20% off which is about $40. He says "I know you can do better then that, I'll just talk to the manager in the morning". He went through the same routine with morning clerk and since there was not a manager there he said he would call back on Monday. My manager is good about backing us up, so this guy will just have to learn to be happy with his $40.
Then I go through several hours of people wanting a room and being complete asses when told I didn't have any.
About 3:30 this guy comes down the stairs and before he even gets to the desk he says "you have my credit card". I kind of look at him blankly and he says "I used my credit card to check in and now I don't have it, so you have it" I check the cash drawer to see if someone had put a credit card in there and checked the lost and found can't find anything, he insist we kept his credit card. I suggest that maybe he check and see if he accidentally slipped it in his key card envelope(I've seen people do that a lot) He heads up the stairs to check but very rudely tells me to keep looking. 10 mins later he comes back down to get his cab to the airport and he's all smiles and tells me I was right that's were it was. No apology for being an asshole to me for his screw up.
At 4:30 I go to set up breakfast, I had unlocked the yogurt fridge and set out the fruit. This guy comes down and ask if breakfast is included in his room. I tell him it is and that it starts at 6. He then sits down in the breakfast area and watches me set up the entire breakfast like he's watching a play. Every time I set something out he would go get some of it. I'm sure he was full by 6.
15 minutes before my shift from hell is about to end this elderly couple comes to check out and is upset that we authorized their credit card when they told the check in clerk they wanted to pay cash. It was a debit card and they didn't want their money tied up. They didn't want to leave it on their card and keep the cash and went on and on about how it was against the law for us to require a credit card to check in. I started to explain that it wasn't and why we do it, but then thought screw it, let them think that. So I try to call their bank and see if I can get the authorization removed from their card and get the phone run around from hell where you can't ever talk to a human. I finally do get a human and she gives me a different number that I need to call for that. I call that number and there is a recording saying they are only there Monday thru Friday 9-5. This is of course Saturday morning. That old man was so pissed I thought he was either going to jump over the counter and beat me or have a heart attack or both. I finally said I would check them out of our computer, but different banks take different amounts of time to return it do their card. There were going to go across the street to check their bank balance and I went home to eat lots of sugar.
About midnight a guest calls down and said his TV won't come on either with remote or on the TV. He's in a mini-suite that has 2 TVs, the other one was working. He wants to move rooms, I tell him we are sold out. He wants me to bring him a TV from a vacant room, again I tell him we are sold out so I don't have a vacant room. He then decides we have knowingly put him in a room with a bad TV. I again apologize and offer him a 10% discount, he shoots that down and complains more and is just being an over the top jerk. So I offer him 20% off which is about $40. He says "I know you can do better then that, I'll just talk to the manager in the morning". He went through the same routine with morning clerk and since there was not a manager there he said he would call back on Monday. My manager is good about backing us up, so this guy will just have to learn to be happy with his $40.Then I go through several hours of people wanting a room and being complete asses when told I didn't have any.
About 3:30 this guy comes down the stairs and before he even gets to the desk he says "you have my credit card". I kind of look at him blankly and he says "I used my credit card to check in and now I don't have it, so you have it" I check the cash drawer to see if someone had put a credit card in there and checked the lost and found can't find anything, he insist we kept his credit card. I suggest that maybe he check and see if he accidentally slipped it in his key card envelope(I've seen people do that a lot) He heads up the stairs to check but very rudely tells me to keep looking. 10 mins later he comes back down to get his cab to the airport and he's all smiles and tells me I was right that's were it was. No apology for being an asshole to me for his screw up.
At 4:30 I go to set up breakfast, I had unlocked the yogurt fridge and set out the fruit. This guy comes down and ask if breakfast is included in his room. I tell him it is and that it starts at 6. He then sits down in the breakfast area and watches me set up the entire breakfast like he's watching a play. Every time I set something out he would go get some of it. I'm sure he was full by 6.
15 minutes before my shift from hell is about to end this elderly couple comes to check out and is upset that we authorized their credit card when they told the check in clerk they wanted to pay cash. It was a debit card and they didn't want their money tied up. They didn't want to leave it on their card and keep the cash and went on and on about how it was against the law for us to require a credit card to check in. I started to explain that it wasn't and why we do it, but then thought screw it, let them think that. So I try to call their bank and see if I can get the authorization removed from their card and get the phone run around from hell where you can't ever talk to a human. I finally do get a human and she gives me a different number that I need to call for that. I call that number and there is a recording saying they are only there Monday thru Friday 9-5. This is of course Saturday morning. That old man was so pissed I thought he was either going to jump over the counter and beat me or have a heart attack or both. I finally said I would check them out of our computer, but different banks take different amounts of time to return it do their card. There were going to go across the street to check their bank balance and I went home to eat lots of sugar.
On those rare occasions when I had to handle the card, I took great care to keep it in full view of the customer and especially the cameras.
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