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so... after not one but 2 sucky bosses, i'm now working at a 3rd Big Yellow campground... this one's much nicer. but it's also right by the beach and right by some well known very very popular west coast cities, which means the price is hiiiiiiiiigh... but that's (somewhat) beside the point for these 2 tales
first pissy customer: made reservations for August for 2 RV sites. apparently called back a few days later to verify something, and was told she could not put a tent on an RV site. i didn't get to hear that conversation, but she wasn't given the answer she wanted, and the call ended. a little later that day she calls again, and gets me. starts off the call with "someone else told me i couldn't put tents on my RV sites anymore? i've been coming there for years and i always put up a tent for my kids. if i can't put up a tent i'm canceling all our reservations and you guys are going to lose thousands of dollars." (slightly paraphrased, but that's the gist. there was a little rambling. apparently this park DID used to allow it several years ago, but now no longer does, and has been struggling with enforcement, and they're putting their foot down this year).
first i asked if it was going to be a tiny little pup tent for ambiance that no one is going to actually sleep in (sometimes people put up one of those tiny kid tents for their kids to play in during the day) and without actually saying "no" she went around and around and it was fairly obvious that she was going to have kids sleeping in the tents, so then i told her that i had literally been here for 3 weeks and i didn't have the say so to ok that and put her on hold to find a manager. manager told me to get her info, i go back to the phone and she'd hung up. few minutes later she calls and gets my even-newer-than-i-am coworker. i overhear tents/RVs question and tell coworker what manager told me: get her info. coworker writes the info down and call ends. great. i look it over, and she has 8 adults and 7 kids, for 2 sites, and we allow 6 people per site. hmmmmmmmmmmm.
(and that's not how many people are listed in the reservations, either).
it's a crazy busy day, so i wasn't able to run off to the manager immediately with this info...so a little bit later she calls AGAIN... and this time she starts saying "i just want a simple yes or no. that's all i want to know. i said "ma'am i'm the same person you talked to before. I can't give you that answer. but i do have your information and i can take it to the manager. it says you have 8 adults and 7 kids?" that was when she started freaking out on me and said "no i only have a couple kids" i tried to clarify... "between the two sites you have 7?" "nooo you're not listening, i only have a few kids!!!!!" repeat a few times, at which point i tried to break in politely and say "let me put you on hold and get a manager," but then she snaps in a SUPER nasty tone "DON'T TALK TO ME"....
so i put her on hold.
hey... she said she didn't want to talk to me anymore.... XD
i found a manager, explained what was going on, she goes to pick up and the customer had hung up. she calls right back, and by now i recognize her number and tell the manager "that's her". manager picks up and gets cussed out. custy claimed i hung up on her. ranting and screaming etc. manager had to tell her "please don't talk to me that way." manager came to the conclusion that she was drunk. it ended semi peacefully, but everyone in the office was like "what day is she coming in? i'm calling out sick that day." and even the customers in the store were like "dang... you all patient!"
pissy guest #2: had made a reservation for a cabin. Big Yellow campgrounds actually has a rather lenient official cancellation policy... 2 days notice for sites, 1 week notice for cabins... lose your 1 night deposit if we have less than enough notice. but all the time people complain if they don't get every penny back. so the guest made a reservation 3 days ago for a cabin 5 days from now... called and wanted to cancel. so of course he's not getting his (considerable... remember those high prices i mentioned?) deposit back.
he is beyond pissed about it. guy started off saying it was ridiculous and we had 24 hours notice blahblah he should get his money back. i explained that Big Yellow nationwide policy was 1 week for cabins. "i've been going to Big Yellow for years all over the country and i've had to cancel plenty of times, i always get my money back, i've never had a problem like this!" (BS alert goes off!). i'm sorry sir but that's what the policy is in every Big Yellow across the country. "No one told me!" did you get an email confirmation? yes. the policy is printed at the bottom of every confirmation email. "yeah i bet it's in really super tiny small print. (it isn't. i've looked. it's a little smaller than the rest of the page, but it is by no means micro or tiny). sorry sir. i've been here for 3 weeks. i don't have the power to override this. "oh yeah, well if you don't refund me now i'm going to call my bank right now and do a chargeback" i can pass your info on to my manager, but there's no managers here right now, and i can't refund you. (he called at 10 min to closing time) "ok i'm calling my bank!!!" ok have a nice evening sir
hopefully it's made clear when the bank researches it that he was the one who made the reservation himself and just didn't read the policy so the chargeback request is a false one and he doesn't get a cent back.. dumbass
first pissy customer: made reservations for August for 2 RV sites. apparently called back a few days later to verify something, and was told she could not put a tent on an RV site. i didn't get to hear that conversation, but she wasn't given the answer she wanted, and the call ended. a little later that day she calls again, and gets me. starts off the call with "someone else told me i couldn't put tents on my RV sites anymore? i've been coming there for years and i always put up a tent for my kids. if i can't put up a tent i'm canceling all our reservations and you guys are going to lose thousands of dollars." (slightly paraphrased, but that's the gist. there was a little rambling. apparently this park DID used to allow it several years ago, but now no longer does, and has been struggling with enforcement, and they're putting their foot down this year).
first i asked if it was going to be a tiny little pup tent for ambiance that no one is going to actually sleep in (sometimes people put up one of those tiny kid tents for their kids to play in during the day) and without actually saying "no" she went around and around and it was fairly obvious that she was going to have kids sleeping in the tents, so then i told her that i had literally been here for 3 weeks and i didn't have the say so to ok that and put her on hold to find a manager. manager told me to get her info, i go back to the phone and she'd hung up. few minutes later she calls and gets my even-newer-than-i-am coworker. i overhear tents/RVs question and tell coworker what manager told me: get her info. coworker writes the info down and call ends. great. i look it over, and she has 8 adults and 7 kids, for 2 sites, and we allow 6 people per site. hmmmmmmmmmmm.
(and that's not how many people are listed in the reservations, either). it's a crazy busy day, so i wasn't able to run off to the manager immediately with this info...so a little bit later she calls AGAIN... and this time she starts saying "i just want a simple yes or no. that's all i want to know. i said "ma'am i'm the same person you talked to before. I can't give you that answer. but i do have your information and i can take it to the manager. it says you have 8 adults and 7 kids?" that was when she started freaking out on me and said "no i only have a couple kids" i tried to clarify... "between the two sites you have 7?" "nooo you're not listening, i only have a few kids!!!!!" repeat a few times, at which point i tried to break in politely and say "let me put you on hold and get a manager," but then she snaps in a SUPER nasty tone "DON'T TALK TO ME"....
so i put her on hold.
hey... she said she didn't want to talk to me anymore.... XD
i found a manager, explained what was going on, she goes to pick up and the customer had hung up. she calls right back, and by now i recognize her number and tell the manager "that's her". manager picks up and gets cussed out. custy claimed i hung up on her. ranting and screaming etc. manager had to tell her "please don't talk to me that way." manager came to the conclusion that she was drunk. it ended semi peacefully, but everyone in the office was like "what day is she coming in? i'm calling out sick that day." and even the customers in the store were like "dang... you all patient!"
pissy guest #2: had made a reservation for a cabin. Big Yellow campgrounds actually has a rather lenient official cancellation policy... 2 days notice for sites, 1 week notice for cabins... lose your 1 night deposit if we have less than enough notice. but all the time people complain if they don't get every penny back. so the guest made a reservation 3 days ago for a cabin 5 days from now... called and wanted to cancel. so of course he's not getting his (considerable... remember those high prices i mentioned?) deposit back.
he is beyond pissed about it. guy started off saying it was ridiculous and we had 24 hours notice blahblah he should get his money back. i explained that Big Yellow nationwide policy was 1 week for cabins. "i've been going to Big Yellow for years all over the country and i've had to cancel plenty of times, i always get my money back, i've never had a problem like this!" (BS alert goes off!). i'm sorry sir but that's what the policy is in every Big Yellow across the country. "No one told me!" did you get an email confirmation? yes. the policy is printed at the bottom of every confirmation email. "yeah i bet it's in really super tiny small print. (it isn't. i've looked. it's a little smaller than the rest of the page, but it is by no means micro or tiny). sorry sir. i've been here for 3 weeks. i don't have the power to override this. "oh yeah, well if you don't refund me now i'm going to call my bank right now and do a chargeback" i can pass your info on to my manager, but there's no managers here right now, and i can't refund you. (he called at 10 min to closing time) "ok i'm calling my bank!!!" ok have a nice evening sir
hopefully it's made clear when the bank researches it that he was the one who made the reservation himself and just didn't read the policy so the chargeback request is a false one and he doesn't get a cent back.. dumbass
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