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love when customers do this. Turn nothing into something, something big.
Yesterday morning, a lady came to use the pool with her kids (she was with 2 other rooms, so 3 rooms total for this group).
Pool opens at 8:00am, but when the pool chlorine level was checked at 7:15am, it was off (too high). So we shocked the pool to bring the level down. Pool still wasn't ready at 8:00am. So of course, lady is pissed.
All she hears is that the pool is closed, NOT that the pool will open at 8:15am. Yes, 15 minutes late, the pool WILL OPEN, but 15 minutes late.
So the lady throws a tantrum. Not the children that were going to use the pool, but this 40 year old lady. She starts with "It's 8:00am and the pool should be open", well thank you captain obvious, but didnt we already go through why the pool is opening late (again, she totally ignoring the fact that the pool is still going to be open, even one of the kids said that it was okay, they can wait.).
After throwing a fit which involved her wanting to call the 1-800 number to leave a complaint, and wanting to check out, even though her reservation was until today, she went to her room with the kids. 5 minutes later, the pool was open
She then comes down at 9:45, 45 minutes after breakfast was over. We had a lot of people eating breakfast on Saturday morning, so we didnt close it at 9:00am (why let the food go to waste if people want to eat, right?). When she got down there, along with some of the people from the other rooms they had, we had put most of the stuff away. She wanted some cereal, but the bowls were put away already. Instead of asking for a bowl, she starts yelling "why the hell are there no bowls!". I kindly inform her that breakfast was over 45 minutes ago, thats why, but I will get her a bowl. Of course no thank you or anything. She gets the cereal, adds milk, and now wants a banana also. I told her that we only have a few left, and they have started to brown. She still wanted one. So I go and get the 4 we had left, to allow her to pick. She starts bitching again, "dont you have any that are not brown, good god!". So I repeat kindly, sorry, breakfast was over at 9:00am and this is all we have left. She took one and stormed off. The other people in the group seemed nice, they asked what was left, and took what they could get (thanked us in the process also).
They never came to the front desk to check out (11am is checkout), but there rooms were vacant and the housekeeping saw them leave. At Noon the bitchy lady returns, apparently she forgot something in the room. She struts in like she owns the place and walks to the room she stayed in. Of course the key no longer works, so what does she do? Comes to the front desk and yells about her key not working. Again, I had to inform her that checkout was an hour ago and the key is expired, furthermore, if she needed to get into the room again, she needs to let us know, otherwise, it is trespassing. She wasnt happy about what I said, but atleast obliged and told me she forgot something. I took her to the room, opened the door, and she retrieved the forgotten item (a robe hung behind the bathroom door).
She leaves, thank god. But she is not "gone". She complains today, but of course, she makes it out to be more than it was. Her complaint consisted of the following:
1. Pool was closed and they couldn't swim all morning.
2. Breakfast was closed EARLY and NO food was offered.
3. Were not allowed to checkout late, 30 minutes.
and the best one
4. THE COPS WERE CALLED WHEN WE RETURNED TO GET SOMETHING WE FORGOT IN THE ROOM!
I am still fighting with corporate on this one. There are too many lies in her complaint (and she wants a FULL refund for the "suffering" we caused her and her family). I am not excepting this crap as a valid complaint. This is just some bored old lady that has nothing to look forward to in life other than making up lame stories and getting free stays at hotels.
So how is everyone else's weekend
Yesterday morning, a lady came to use the pool with her kids (she was with 2 other rooms, so 3 rooms total for this group).
Pool opens at 8:00am, but when the pool chlorine level was checked at 7:15am, it was off (too high). So we shocked the pool to bring the level down. Pool still wasn't ready at 8:00am. So of course, lady is pissed.
All she hears is that the pool is closed, NOT that the pool will open at 8:15am. Yes, 15 minutes late, the pool WILL OPEN, but 15 minutes late.
So the lady throws a tantrum. Not the children that were going to use the pool, but this 40 year old lady. She starts with "It's 8:00am and the pool should be open", well thank you captain obvious, but didnt we already go through why the pool is opening late (again, she totally ignoring the fact that the pool is still going to be open, even one of the kids said that it was okay, they can wait.).
After throwing a fit which involved her wanting to call the 1-800 number to leave a complaint, and wanting to check out, even though her reservation was until today, she went to her room with the kids. 5 minutes later, the pool was open
She then comes down at 9:45, 45 minutes after breakfast was over. We had a lot of people eating breakfast on Saturday morning, so we didnt close it at 9:00am (why let the food go to waste if people want to eat, right?). When she got down there, along with some of the people from the other rooms they had, we had put most of the stuff away. She wanted some cereal, but the bowls were put away already. Instead of asking for a bowl, she starts yelling "why the hell are there no bowls!". I kindly inform her that breakfast was over 45 minutes ago, thats why, but I will get her a bowl. Of course no thank you or anything. She gets the cereal, adds milk, and now wants a banana also. I told her that we only have a few left, and they have started to brown. She still wanted one. So I go and get the 4 we had left, to allow her to pick. She starts bitching again, "dont you have any that are not brown, good god!". So I repeat kindly, sorry, breakfast was over at 9:00am and this is all we have left. She took one and stormed off. The other people in the group seemed nice, they asked what was left, and took what they could get (thanked us in the process also).
They never came to the front desk to check out (11am is checkout), but there rooms were vacant and the housekeeping saw them leave. At Noon the bitchy lady returns, apparently she forgot something in the room. She struts in like she owns the place and walks to the room she stayed in. Of course the key no longer works, so what does she do? Comes to the front desk and yells about her key not working. Again, I had to inform her that checkout was an hour ago and the key is expired, furthermore, if she needed to get into the room again, she needs to let us know, otherwise, it is trespassing. She wasnt happy about what I said, but atleast obliged and told me she forgot something. I took her to the room, opened the door, and she retrieved the forgotten item (a robe hung behind the bathroom door).
She leaves, thank god. But she is not "gone". She complains today, but of course, she makes it out to be more than it was. Her complaint consisted of the following:
1. Pool was closed and they couldn't swim all morning.
2. Breakfast was closed EARLY and NO food was offered.
3. Were not allowed to checkout late, 30 minutes.
and the best one
4. THE COPS WERE CALLED WHEN WE RETURNED TO GET SOMETHING WE FORGOT IN THE ROOM!
I am still fighting with corporate on this one. There are too many lies in her complaint (and she wants a FULL refund for the "suffering" we caused her and her family). I am not excepting this crap as a valid complaint. This is just some bored old lady that has nothing to look forward to in life other than making up lame stories and getting free stays at hotels.
So how is everyone else's weekend
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