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When the SC is one of your own (Long)
We've all had SC's of all kinds, but when one comes in WHO SHOULD KNOW BETTER!!!!
Background: I work for a Best Western. BWs participate in an employee discount program. Travellers who are employed at other BWs may get rooms at other BWs for a huge discount, provided that they present a universal employee voucher from their hotel, signed by their manager. No voucher, no employee rate. BW hotels are only obligated to honor the rate for a certain number of rooms per day, and a certain number of rooms per employee. We aren't strict at my hotel about these limitations, as we like to accomodate our fellow compatriots. Enter said employee.
Me: FD Monkey
SC: Fellow desk clerk from hell.
Me: Good morning, can I help you? (right away, she's 4 hours ahead of our 3pm checkin time)
SC: I need to check in, NOW!
Me: Let me see if your rooms are available. We were full last night, and housekeeping is still cleaning rooms.
SC: JUST CHECK ME IN!
Me: (already pissed and feeling snarky) Ma'am, you can either be patient and let me try and get you rooms now, or you can come back at 3pm, which our earliest checkin time. Your choice.
SC: UGGGHH!!! FINE!
This witch seriously needs an enema, but, whatever. Dealt with her kind before. So, I find 2 rooms that are ready.
Me: I have the rooms now, What's the last name?
SC: Blah blah blah
Me: (Pulling up her reservations, I see now she is an employee of another BW) I have your two rooms at the employee rate. Did you bring your employee vouchers from your hotel?
SC: NO!! The asshole manager never filled them out. I suppose you're going to be an asshole and not give me the rate, right? You call my hotel, they'll tell you I work there!
Me: (Now I'm menatlly flipping out) You can call them. I don't mind if they fax the vouchers to us for you, but until I receive them, I cannot check you in at that rate.
SC: FU**ING BULLSHIT!!!!! I AM NOT CALLING THEM!
Me: (Reeling by now) Then you can pay $102 a night like everyone else.
SC: Who the FU** DO YOU THINK YOU ARE!!!!????
Me: (I've now lost it)Who the FU** do you think YOU are??? What job do you have at your hotel?
SC: I'm the front desk manager, JUST CHECK ME IN!!!!!!!!!!!!!! WHAT THE FU**!!
Me: (Thouroughly indignant at this point, and not caring about what I say to this bitch or who hears it) Here's what we're going to do. You're going to shut your trap!! Of all people that can understand what it's like to have to deal with asshole customers, it would be you. And you come in here and act like that, cuss me out, scream in my lobby, embarrassing me, embarrassing the other guests who are walking though here? You're done talking now, and you will do what I SAY or you can get the hell out! First off, this rate is no longer available to you, voucher or not. I already have the required number of employee rates in house and we are not obligated to honor yours. We did so out kindness to a fellow BW employee. Your rooms are now at the rack rate. If you want to call customer care and lodge a complaint, feel free. Secondly, you will NOT get checked in until the designated checkin time at 3pm, and even then, do NOT even set foot in this lobby until you see that I have left the building, because I do not want to see you. Now, GET OUT!!!
SC: FU** YOU!!
Me: One more word and I'll have the cops here.
SC: Storms off, mumbling...
Called the GM of her hotel after she left, told her what this person did. Apparently the reason she did not give this moron any employee voucher was because she has done this at other BW's and was even banned from one of them. Why they still employ someone like this is beyond me, but, that is their problem. GM told me to cancel her reservations and she would call her and, basically tell her if she set foot back in my hotel, they would fire her.
She never did come back.
Background: I work for a Best Western. BWs participate in an employee discount program. Travellers who are employed at other BWs may get rooms at other BWs for a huge discount, provided that they present a universal employee voucher from their hotel, signed by their manager. No voucher, no employee rate. BW hotels are only obligated to honor the rate for a certain number of rooms per day, and a certain number of rooms per employee. We aren't strict at my hotel about these limitations, as we like to accomodate our fellow compatriots. Enter said employee.
Me: FD Monkey
SC: Fellow desk clerk from hell.
Me: Good morning, can I help you? (right away, she's 4 hours ahead of our 3pm checkin time)
SC: I need to check in, NOW!
Me: Let me see if your rooms are available. We were full last night, and housekeeping is still cleaning rooms.
SC: JUST CHECK ME IN!
Me: (already pissed and feeling snarky) Ma'am, you can either be patient and let me try and get you rooms now, or you can come back at 3pm, which our earliest checkin time. Your choice.
SC: UGGGHH!!! FINE!
This witch seriously needs an enema, but, whatever. Dealt with her kind before. So, I find 2 rooms that are ready.
Me: I have the rooms now, What's the last name?
SC: Blah blah blah
Me: (Pulling up her reservations, I see now she is an employee of another BW) I have your two rooms at the employee rate. Did you bring your employee vouchers from your hotel?
SC: NO!! The asshole manager never filled them out. I suppose you're going to be an asshole and not give me the rate, right? You call my hotel, they'll tell you I work there!
Me: (Now I'm menatlly flipping out) You can call them. I don't mind if they fax the vouchers to us for you, but until I receive them, I cannot check you in at that rate.
SC: FU**ING BULLSHIT!!!!! I AM NOT CALLING THEM!
Me: (Reeling by now) Then you can pay $102 a night like everyone else.
SC: Who the FU** DO YOU THINK YOU ARE!!!!????
Me: (I've now lost it)Who the FU** do you think YOU are??? What job do you have at your hotel?
SC: I'm the front desk manager, JUST CHECK ME IN!!!!!!!!!!!!!! WHAT THE FU**!!
Me: (Thouroughly indignant at this point, and not caring about what I say to this bitch or who hears it) Here's what we're going to do. You're going to shut your trap!! Of all people that can understand what it's like to have to deal with asshole customers, it would be you. And you come in here and act like that, cuss me out, scream in my lobby, embarrassing me, embarrassing the other guests who are walking though here? You're done talking now, and you will do what I SAY or you can get the hell out! First off, this rate is no longer available to you, voucher or not. I already have the required number of employee rates in house and we are not obligated to honor yours. We did so out kindness to a fellow BW employee. Your rooms are now at the rack rate. If you want to call customer care and lodge a complaint, feel free. Secondly, you will NOT get checked in until the designated checkin time at 3pm, and even then, do NOT even set foot in this lobby until you see that I have left the building, because I do not want to see you. Now, GET OUT!!!
SC: FU** YOU!!
Me: One more word and I'll have the cops here.
SC: Storms off, mumbling...
Called the GM of her hotel after she left, told her what this person did. Apparently the reason she did not give this moron any employee voucher was because she has done this at other BW's and was even banned from one of them. Why they still employ someone like this is beyond me, but, that is their problem. GM told me to cancel her reservations and she would call her and, basically tell her if she set foot back in my hotel, they would fire her.
She never did come back.
! I worked on hotel front desks for about 6 years of my life and WISH I had the guts to talk to a guest like that. I really should start posting some of my stories...since one of the hotels I worked at was a "waterpark resort" (3 waterslides). Needless to say I have a lot of them.....
) is a stupid B***H in D Minor? *Cartman singing* Well...
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