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Tonight I had the dubious pleasure of explaining to a guest that an agent with a 3rd-party booking site gave the wrong information. It's yet another time X-peedeeya set the wrong expectations. Ugh.
Anyhow, our hotel information on the 3rd-party website does not indicate any breakfast options, and while it does list that there is a spa, it also indicates that it is only open certain days and to book in advance.
Whoever tonight's guests spoke to with X-peedeeya told them that we provide a continental breakfast to all rooms (we don't for 3rd-party bookings) and that they don't need to book in advance for spa services and that it's open 7 days a week. I apologized for the expectations that were set by that agent and provided the correct information.
Of course this pissed them off. They asked to speak to a manager. But of course they did.
"Ma'am, I'm the assistant GM for the property. Again, I apologize for what that 3rd-party agent told you but it is not my responsibility to fix those expectations. In the future I would strongly suggest that you call whatever hotel you wish to book with to confirm what they offer. Also, I've got the X-peedeeya website up with my hotel's page open - there is nothing listed about breakfast and it clearly states to book spa services well in advance."
She hung up with a huff. I fully expect to have to deal with her or somebody in her group tomorrow morning when I get in. It is NOT my fault that an X-peedeeya agent gave them the wrong info. It is, however, yet another reason for me to have a serious hate-on for 3rd-party booking companies/sites.
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Double-post, I know, but here we go...
I just spoke to the guest's husband and he said that the girl at the desk told them there would be breakfast, blah, blah blah. Despite the fact that on all the paperwork they were given it states to only call me after hours if it's an emergency.
Anyhow, I had the pleasure of telling him that I was the 'girl' who checked them in and I certainly never told them there would be breakfast or that they could get spa services tomorrow. He asked for a phone number for somebody with management.
I may have enjoyed shutting him down entirely too much. Besides, last time I checked, at the age of 49 I am definitely no 'girl'!
Anyhow, our hotel information on the 3rd-party website does not indicate any breakfast options, and while it does list that there is a spa, it also indicates that it is only open certain days and to book in advance.
Whoever tonight's guests spoke to with X-peedeeya told them that we provide a continental breakfast to all rooms (we don't for 3rd-party bookings) and that they don't need to book in advance for spa services and that it's open 7 days a week. I apologized for the expectations that were set by that agent and provided the correct information.
Of course this pissed them off. They asked to speak to a manager. But of course they did.
"Ma'am, I'm the assistant GM for the property. Again, I apologize for what that 3rd-party agent told you but it is not my responsibility to fix those expectations. In the future I would strongly suggest that you call whatever hotel you wish to book with to confirm what they offer. Also, I've got the X-peedeeya website up with my hotel's page open - there is nothing listed about breakfast and it clearly states to book spa services well in advance."
She hung up with a huff. I fully expect to have to deal with her or somebody in her group tomorrow morning when I get in. It is NOT my fault that an X-peedeeya agent gave them the wrong info. It is, however, yet another reason for me to have a serious hate-on for 3rd-party booking companies/sites.
-------------
Double-post, I know, but here we go...
I just spoke to the guest's husband and he said that the girl at the desk told them there would be breakfast, blah, blah blah. Despite the fact that on all the paperwork they were given it states to only call me after hours if it's an emergency.
Anyhow, I had the pleasure of telling him that I was the 'girl' who checked them in and I certainly never told them there would be breakfast or that they could get spa services tomorrow. He asked for a phone number for somebody with management.
I may have enjoyed shutting him down entirely too much. Besides, last time I checked, at the age of 49 I am definitely no 'girl'!
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