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I did it, you guys! Working in hospitality, I've never actually "ruined Christmas" until now!
So we are having a Christmas Day Buffet at The Resort. Over the past week, we called everyone who had room reservations over Christmas but no buffet reservations to see if they needed any, as the event was filling up. Most we ended up leaving voicemails.
Cue the morning of Christmas Eve and the event is sold out. Cue also dozens of people trying to book. Banquet's voicemail was full all day with people calling their direct line, even with someone up there answering phones. I got all the calls that went to the hotel reservations line.
SC: "Yeah, I'd like to book a table for two for tomorrow's buffet."
Me: "I'm sorry, the Christmas buffet is fully booked."
SC: "What?!"
Me: "[Restaurant] still has seating tomorrow, but the event is sold-out. Would you be interested in [Restaurant] at all?"
SC: "No. There's no way you can squeeze me in?"
Me: "I am sorry, but there are no seats left."
SC: "Well, you've really ruined Christmas for me. I'll have to find something else now." *click*
Fairly mild by other stories, but I still ruined it!
We also had a difficult customer who was a "recovery guest" we were trying to "wow" since she didn't like her last stay with us. She gave us all ones out of ten on the survey response. Her complaints ranged from not enough signage to the hotel to the beds were too high. Real dire stuff that was absolutely egregious, I tell you!
Well, remember how we called everyone with room reservations over the last week? Yeah, this SC was one who got a call, but she waited until about 4pm Christmas eve to tell us she wanted a table for five on Christmas. Yeah, it's way too late for that. I don't know exactly what was said to my CW who handled her, but CW was shaking and upset when she got off the phone after telling the SC "no".
I have a feeling the guest is going to give us another bad survey review, and at this point I'd so love to tell her to just shove it and not ever come back. She's way more trouble than she's worth IMHO.
So we are having a Christmas Day Buffet at The Resort. Over the past week, we called everyone who had room reservations over Christmas but no buffet reservations to see if they needed any, as the event was filling up. Most we ended up leaving voicemails.
Cue the morning of Christmas Eve and the event is sold out. Cue also dozens of people trying to book. Banquet's voicemail was full all day with people calling their direct line, even with someone up there answering phones. I got all the calls that went to the hotel reservations line.
SC: "Yeah, I'd like to book a table for two for tomorrow's buffet."
Me: "I'm sorry, the Christmas buffet is fully booked."
SC: "What?!"
Me: "[Restaurant] still has seating tomorrow, but the event is sold-out. Would you be interested in [Restaurant] at all?"
SC: "No. There's no way you can squeeze me in?"
Me: "I am sorry, but there are no seats left."
SC: "Well, you've really ruined Christmas for me. I'll have to find something else now." *click*
Fairly mild by other stories, but I still ruined it!
We also had a difficult customer who was a "recovery guest" we were trying to "wow" since she didn't like her last stay with us. She gave us all ones out of ten on the survey response. Her complaints ranged from not enough signage to the hotel to the beds were too high. Real dire stuff that was absolutely egregious, I tell you!
Well, remember how we called everyone with room reservations over the last week? Yeah, this SC was one who got a call, but she waited until about 4pm Christmas eve to tell us she wanted a table for five on Christmas. Yeah, it's way too late for that. I don't know exactly what was said to my CW who handled her, but CW was shaking and upset when she got off the phone after telling the SC "no".
I have a feeling the guest is going to give us another bad survey review, and at this point I'd so love to tell her to just shove it and not ever come back. She's way more trouble than she's worth IMHO.
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