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This happened sometime in the spring. I was told I handled it like a pro, but really my secret was to stay calm, polite, and act like the guest wasn't acting like a child.
Lady comes in the lobby and I ask if she has a reservation. She rattles off a last name, and I can not find it. I search for other days, still no dice. So I ask her for her confirmation number, and she tells me she doesn't have it handy but its in her email.
She starts to get annoyed that I could not find her reservation with the last name she kept blubbering at me.
I tell them they can call CRS and get them to verify what hotel they booked at (there are a few of our brand name around the area that people confuse with us) and she starts to get angrier and angrier. Hubby tries to stay calm admist his yelling wife, and tries to be helful by taking my advise.
So he grabs a pamphlet for a brand name credit card (not even looking) and proceeds to call the wrong number. As I am trying to find him the right number, the wife plants herself at the lobby computer to search for her email. All of a sudden she screeches "WHY ISN'T THIS COMPUTER WORKING!!??" And beats at the tower.
I walk over, very calmly, press the power button, apologize for the last guest that turned it off, and walk back around the desk.
Hubby is still bumbling around with the phone and I think he may have almost got it... When the wife has an epiphany. She asks me if it could be under [name] instead.
Low and behold its under her maiden name, which is on her loyalty profile. She calms down now, still angry but now less screechy.
SC: "I told THEM (the infamous them) to change my name!! Arg why is it still not changed??"
Me: *shrugs* I'm sorry I do not know, but if you call this number, they can fix it for you right away."
I give them their keys and wish them a nice stay, and thats the last I hear from them.
Then a week later she left an online review, gave us all 10/10, and left a comment about how well the desk clerk handled her situation (which of course she explained a little differently than I would have haha.)
A housekeeper who had witnessed the whole thing came up to me later and said "I have NO idea how you put up with that shit" and I just responded with "neither do I..."
I have never understood people who automatically blow up over tiny little mishaps. Shit happens no need to get your diaper in a knot.
Lady comes in the lobby and I ask if she has a reservation. She rattles off a last name, and I can not find it. I search for other days, still no dice. So I ask her for her confirmation number, and she tells me she doesn't have it handy but its in her email.
She starts to get annoyed that I could not find her reservation with the last name she kept blubbering at me.
I tell them they can call CRS and get them to verify what hotel they booked at (there are a few of our brand name around the area that people confuse with us) and she starts to get angrier and angrier. Hubby tries to stay calm admist his yelling wife, and tries to be helful by taking my advise.
So he grabs a pamphlet for a brand name credit card (not even looking) and proceeds to call the wrong number. As I am trying to find him the right number, the wife plants herself at the lobby computer to search for her email. All of a sudden she screeches "WHY ISN'T THIS COMPUTER WORKING!!??" And beats at the tower.
I walk over, very calmly, press the power button, apologize for the last guest that turned it off, and walk back around the desk.
Hubby is still bumbling around with the phone and I think he may have almost got it... When the wife has an epiphany. She asks me if it could be under [name] instead.
Low and behold its under her maiden name, which is on her loyalty profile. She calms down now, still angry but now less screechy.
SC: "I told THEM (the infamous them) to change my name!! Arg why is it still not changed??"
Me: *shrugs* I'm sorry I do not know, but if you call this number, they can fix it for you right away."
I give them their keys and wish them a nice stay, and thats the last I hear from them.
Then a week later she left an online review, gave us all 10/10, and left a comment about how well the desk clerk handled her situation (which of course she explained a little differently than I would have haha.)
A housekeeper who had witnessed the whole thing came up to me later and said "I have NO idea how you put up with that shit" and I just responded with "neither do I..."
I have never understood people who automatically blow up over tiny little mishaps. Shit happens no need to get your diaper in a knot.