Possibly the worst SC of my career

[Antisocial_Worker]

If you could call it a career. After all I am a lowly motel desk clerk, as the SC was eager to point out.

So many things went wrong so quickly that I don't even know where to begin. I can't remember all of the conversation, because it went south immediately when the guest checked in.

At 6:30 this evening, two and a half hours after our cancellation time, a man who had two rooms booked with us tonight had central reservations attempt to cancel the rooms. My boss refused because it was after the cancellation time. Apparently the man tried again because central reservations called us back, with a different story as to why the rooms needed to be cancelled. Then when we refused a second time, he called us directly and he and the manager argued for a bit.

She left, leaving me alone to deal with the son of a bitch. Like I said, I can't remember exactly how it spiralled out of control but it did. Here's the logbook entry on it:

Rm 115/ Rm 116 -- (guest's name) -- gst tried to cancel rms at 630pm via central reservations and (boss) would not cancel rms. Gst himself called to cancel rms and (boss) refused due to it being after the cancellation time. When gst arrived, he was extremely belligerent, accused me of racism, called us all "dumb fuck rednecks," said that his politician uncles would make us pay. Used several more instances of profanity, made more accusations, and more veiled threats. Will very likely cause trouble.

I don't even know where to begin. Yes, he did say his politician uncles would fix us. He named them, and I tried looking them up but couldn't find them. The guest was from California and said several times that this is not how things would be done out there, that we would behave ourselves in California or else. He inferred repeatedly that he was better than use because he was from California. He was a black man and said I could tell all my "Klan buddies" where his room was.

I'm not proud of my behavior either though. At one point I was withholding his receipts and demanding that he say please if he wanted them. Pointed at him when I was explaining that I was not at fault here nor was the boss because the call to cancel came in after cancellation time, and this set him off again about how I shouldn't point at him.

God almighty. Just a tornado of suck. It came, it destroyed, it passed on.

[SuperB]

Uh, got news for him. We do it that way in California too.

I must have spent a half hour with a guy wanting to cancel one evening on the same day we was booked. (48 hour cancel period or you pay for the room unless we were able to sell it) He was at a motel down the street and when he could see he was getting nowhere with me he suggested we bring our rates down to match the rest of the area. When I pointed out that we were the only hotel with an indoor pool, jacuzzi and tennis court I offered to raise our rates to match the hotel across the street that was on the beach.

He checked in 10 minutes later.

[chainedbarista]

he must be from an alternate universe version of california; anywhere, including here, that i've stayed in a hotel, you are required to meet the set time for cancellation/changes or you're sol.

apparently, this sob has never heard of that concept; mabye a visit from police and accomodations in the local hoosegow were more to his needs, seeing how your 'redneck run hotel staff' were too stupid to handle his 'reasonable request.'

i'm for a head followed by the heels ejection out the front door, followed by a call to the police, letting them know you have a belligerent trespasser in need of pickup.

bah...idiots, just too many for one small planet to hold.

[Antisocial_Worker]

I was rereading what I wrote up there and you know something had to have been bad when it left me unable to put it into words. I know that this guy is going to complain to try to get his money back and I'm looking forward to it. Thanks to this site, and the logbook entry, we'll have ample ammo to fire back when he does. I forgot to mention that the guy also made some disparaging remarks about the boss' nationality. He also tried to get out of paying by saying that the total shown on his reservation (which had the cancellation policy written out right there) was $.78 different than what my total was. He said that was a breach of contract.

So... pseudolegal babble, racist accusations, racist remarks, profanity, indistinct threats, the race card, and trying to pull rank -- not his rank, though. The rank of some relatives. Yes indeed... I do believe that we'll have something to write back to him about when he makes his complaint. I can only hope that my boss will let me include the bit where we say that if we catch him on our property again we'll have him arrested for trespassing.

Oh yes -- I also forgot to mention how he kept going on and on about being a Marriott member and a Holiday Inn member and about how they would have fixed this problem immediately (ie: done whatever he wanted).

[hotelnpa]

I had some guy from Canada act in a similiar way. He wasn't using the race card, but he was saying that we were stupid Americans and how we don't appreciate Canadian business. He said some other things too that are more suited for a Rated R audience.

I don't care where you're from. If you don't cancel within the cancellation time, you will get charged. Live with it. We stay at 100% most of the days and we have to know our inventory.

[cinema guy]

If he wanted to cancel, why did he come in to the hotel anyway. Surely he cancelled because he wasn't planning to stay in the area?

Oh wait, I forget. If it makes sense....

[Polenicus]

Oh yes -- I also forgot to mention how he kept going on and on about being a Marriott member and a Holiday Inn member and about how they would have fixed this problem immediately (ie: done whatever he wanted).

I hate this argument. "Such and such a place has it for this price" or "Bleety Bleet always gives me this" or "That's not how they do it at Such and such."

If these other places are so great, then GO THERE! Don't complain to us because we're not them!

... Unless, of course, you're lying to try and get us to give you the discount/promotion/service those guys you named refused you, would you? But you wouldn't do that, because then you'd be an irredeemable douche.

... feeling not so fresh?

[SuperB]

It used to amaze me the sheer number of people who had no clue how hotel reservations worked. Most hotels I worked the check-out time was 11 or 12 and check-in time was 2 or 3. I was checking one guy in at around noon and he was livid that he had to wait to get into his room.

"What time is check-out?" (he demanded)
"Check-out is 12pm"
Cue more outrage: "Then my room should have been ready at 12!!!"

I actually accused him of not traveling much if he thinks a room will be ready at the exact time a guest usually checks out of said room and that our housekeepers aren't equiped with magic wands to make the room up in an instant. I kept explaining the reason between the checkin and checkout hours though the checkin process, fully irritating him.

[BookstoreEscapee]

I was checking one guy in at around noon and he was livid that he had to wait to get into his room.

Is it so hard to call and say "would it be possible to get an early check-in"? Oh, wait, this is SCville, never mind...

I booked my hotel for last weekend way back in March, and the woman told me that there was a 48 hour cancellation policy...so I noted it next to my confirmation number. Then two weeks ago I went online to confirm my reservation, and, lo and behold, it said if you cancel with less than 48 hours notice you will be charged for one night! Wow! What an idea...all hotels should make it so clear!!!

[Jester]

JESTER: "Welcome to Jester's Bar! What can I get for you?"
SC: "I'll have a Corona."
JESTER: "Sure. That'll be four dollars, please."
SC: "FOUR DOLLARS? That's an outrage."
JESTER: "I'm sorry you think so, but that is the price for a Corona here."
SC: "They only charge a dollar for a Corona up at Rapscallion's Tavern!"
JESTER: "Sounds like a great deal!"
SC: "So, are you going to match that price?"
JESTER: "No. The price is four dollars."
SC: "What? That is ridiculous!"
JESTER: "And that is the price here. If the price is a dollar at Rapscallion's Tavern, I would suggest you go there for your Corona. Here at Jester's Bar, it is four dollars."
SC: "But Rapscallion's Tavern doesn't have big screen tv's, food, or pool tables! Or girls in bikinis! There's no one there but a bunch of surly Englishmen!"
JESTER: "And that is why he only charges a buck and I can charge four!"

You guys get the idea.

[ajr1971]

I had some guy from Canada act in a similiar way. He wasn't using the race card, but he was saying that we were stupid Americans and how we don't appreciate Canadian business. He said some other things too that are more suited for a Rated R audience.

I myself am 20 minutes from the Canadian border, so I've seen my share of cheap Canadians (no, I do not think all Canadians are cheap, don't shoot me). The whole "coming across the border to shop" thing mystifies me. Are they really saving that much money buying tube socks here than there? There's the gas, the hotel room, the eating in restaurants. How much are they really saving?

This is a sample phone call from one disgruntled Canadian. It was so good, I transcribed it that day for posterity. I do not come off well in this story. I lost my cool big time.

Canadian: I'm calling from "such and such", Ontario (ergo, don't put me on hold, since I am calling long distance) and was wondering about your room rates.
Me; Our rates adjust according to how many adults are staying in the room, so how many people will be staying with you?
Canadian: Um...why do you need to know how many people I will have in the room...that's none of your business.
Me: yes, I'm afraid it is my business. If you want a rate, I need to know how many people. (I can tell she's going to be fun!).
Canadian: Well..um..er..just one.
Me (yeah, right). Ma'am, the room rate starts at $92.00 plus taxes for one adult, but if (and here is my oh so subtle dig) we find out there are more people in the room, we will adjust the rate accordingly, which is $10.00 per additional adult.
Canadian: That's ridiculous, hotels don't do that.
Me: Ma'am, all hotels in this chain follow this rate structure, and each individual hotel in the chain sets it's own rates.
Canadian: Hummph!! Bullshit. ..um...Sigh...There are 6 of us.
Me: (She swore at me, so the gloves are off). The standard room rate for 6 adults is $142.00 plus taxes, but I cannot knowingly reserve you a room with that many people....
Canadian: Why the hell not?...
Me: (Getting pretty pissed off) Because hotel policy and local fire department regulations state only 4 adults in a standard room. Your only options would be one of our two room suites, but they only come with one bed and a pull out sofa. The rate on the suite is $180.00.
Canadian: $180.00 American???
Me; Um..yeah
Canadian: All these prices are American? That's ridiculous, considering I heard your place isn't that nice.
Me: (By now being very rude) That is what I said....American. And if our hotel doesn't suit you, may I pass along the number to another hotel for you to call and question?
Canadian: (Completely ignoring my last sentence) What??? No discounts on Canadian money..Don't us travelers keep your hotels in business? There's nothing else there, right? Why else would anyone come to your dirtbag town? Where's your manager, I want to talk to him. I can't believe you won't take our money at par. Bullshit
Me: (This last remark sets me into a tailspin) Ma'am, I am the manager on duty today, my manager is a she, and I will be telling her about this phone call. And trust me, she isn't going to tell you anything different than I have. To answer your question, no, madame, Canadian shoppers do not keep our hotel open. As a group, they may account for 5% of our total occupancy...and that is on a good day. You've swore at me twice, you've insulted my hometown, insulted my hotel, you've held up my phone for 10 minutes. If money is such a concern of yours, may I suggest you stay in Canada, shop there, save yourself the gas and hotel money, and you will come out ahead, trust me. And by the way, at the current rate, you'll only be paying 4 cents on top of every dollar you spend here. Really not a huge chunk of change. Now, do you want to book the room or not?
Canadian:..Well..um...er...I have CAA. You have to honor CAA, I know you do, don't f***ing tell me you don't.
Me: (This broad is unbelievable) No dice, Ma'am. We are only obligated to honor AAA. You may call our chain's customer care number and ask. I could have offered you the same discount, but I doubt the measly 10% off would have satisfied your need to save money on this trip. Now, you've swore at me three times, so I will ask you once more, then I am terminating this call...do you want the suite for $180.00 or not.
Canadian: Don't you f***ing hang up on....
Me: Have a nice day, ma'am (click!!!)

Definitely an extreme case. One of my best friends is Canadian, and I immediately sent this to her. She herself doesn't see the big attraction for crossing the border to shop. It mystifies her as well.

[yomiko]

One of my best friends is Canadian, and I immediately sent this to her. She herself doesn't see the big attraction for crossing the border to shop. It mystifies her as well.

I know this is OT, but it depends on where in Canada you are. There are for example several things that you just don't get in my province because of language laws (though that has changed a lot over the years). I can't speak to other provinces though. Force of habit from pre-NAFTA days?

[Imogene]

SC: "They only charge a dollar for a Corona up at Rapscallion's Tavern!"

Rapscallion's bar is also an airplane flight away, cross a giant blue puddle, through customs, and requires you pay in Euros, which are quite a bit more than the American dollar, if I'm not mistaken. However, for only four dollars, you get: local service, big screen TVs, women in bikinis, and my amazing magic acts.

[JustADude]

SC: "But Rapscallion's Tavern doesn't have big screen tv's, food, or pool tables! Or girls in bikinis! There's no one there but a bunch of surly Englishmen!"

Okay, that's it, I am SO moving to Key West!

[Jester]

I do not come off well in this story. I lost my cool big time.

I would like to disagree with you here. First, you did lose your cool a bit. Bu secondly, and far more importantly, you come off just fine. Lady was a complete and total asswad, and after repeated attempts to help her despite her abusive comments, you called her out on her mistakes....and STILL attempted to book a room. Bravo to you!

Rapscallion's bar is also an airplane flight away, cross a giant blue puddle, through customs, and requires you pay in Euros, which are quite a bit more than the American dollar, if I'm not mistaken. However, for only four dollars, you get: local service, big screen TVs, women in bikinis, and my amazing magic acts.

Okay, that's it, I am SO moving to Key West!

You guys DO realize that my comments re Rapscallion's and Jester's were merely hypothetical, right? So I could avoid using names of actual bars, right? And that I was referring to people who talk about bars just down the street, right?

That being said, if I ever do open up the bar I want to open (either in Arizona or Mexico), it WILL have those amenities. Absofuckinglutely, it will!

I mean, what's the point in having your own bar if there aren't girls in bikinis there?



On a side note, it seems I will be frequenting the local country bar now. No, I still hate country music, with an unbelievable passion...but it seems that Wednesday is ladies night...where women drink free....and they have a mechanical bull riding contest....with women in bikinis.

Okay, I do math real fast. Women with unlimited alcohol + mechanical bull riding contest + bikini requirement, even - lousy country music = great time for Jester!

Yeeee HAA!