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i finally said it...

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  • #1

    i finally said it...

    Had a platinum member call in today (read entitlement whore) wanting to book one of her free nights. Nothing too bad, but this happened

    me- everyone's favorite reservationist
    sc- entitlement whore

    sc- I'd like to book a suite at your (new york hotel)
    me- I'm sorry ma'am, that location does not have any suites, the largest room would be a king jacuzzi room.
    sc- ok, i'll take one of those, i'll be using my reward points
    me- ok, I can only book standard room types on points, but you do will get a free upgrade at time of check in if the room is still available.
    sc- well, i'm a platinum member, I'm supposed to have guaranteed upgrade.
    me- yes ma'am, if a room is available when you check in you are guaranteed an upgrade into it.
    sc- well, i want that jacuzzi room and i want it on points
    me- ma'am, you do realize that we are giving you a room for free? also, all locations are franchised and the managers at those locations can chose which room types they will give people for free? and are you also aware that of our 3600 hotels there might be 10 that will guarantee suites for free?
    sc- that shouldn't matter because I have never had this problem with marriot.
    me- then you are free to go to marriot, I can't stop you and I can't change my policy.
    sc- fine, i'll book with you then

    yes, I finally told someone to go to another chain... and guess what, she still booked because I know she was full of shit and marriot would have told her the same thing.
    If you wish to find meaning, listen to the music not the song
    Tags: None
  • #2
    Nice when a customer tries to bluff you when holding a pair of threes and you are holding four Aces!
    I don't have an anger problem! I have an idiot problem!-Hank Hill

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    • #3
      I do this all the time, people threaten to cancel their cable or pull the "OMG I'M GONNA GO TO DISH" card, and I offer to transfer them to the department that will assist them in cancelling. 9 times out of 10 they backtrack like a sumbitch claiming they don't *really* want to cancel.
      "You know, there are times when it's a source of personal pride not to be human." - Hobbes

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      • #4
        Quoth donruss View Post
        Nice when a customer tries to bluff you when holding a pair of threes and you are holding four Aces!
        yes, but we're not supposed to call their bluff, but damnit it feels good (do we have a smiley that reflects euphoria?)
        If you wish to find meaning, listen to the music not the song

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        • #5
          I always get the people with like $.43 in a free checking account threatening to close their account because I won't do something completely out of policy (like cash a $5000 third party check). I have no problem calling their bluff about it. I even have the ability to process the paperwork for closing an account, so I offer to help them with it if they really wish to do so. They always back down (or more accurately say, "I don't have time to do that right now.")
          "Any free samples?"
          "Sorry, not today."

          Come on people, we're a bank not a bakery.

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          • #6
            Quoth smileyeagle1021 View Post
            yes, but we're not supposed to call their bluff, but damnit it feels good (do we have a smiley that reflects euphoria?)
            This perhaps?

            The Rich keep getting richer because they keep doing what it was that made them rich. Ditto the Poor.
            "Hy kan tell dey is schmot qvestions, dey is makink my head hurt."
            Hoc spatio locantur.

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            • #7
              ya think those platinum members are the problem... wait until you actually meet those royal... amb. and amb members.. those are the worst.... they all thought they could get a suite everytime... but not according to policy... whats worst are those RA and A who are using government rates... total pricks.

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              • #8
                Quoth uthdentroll View Post
                ya think those platinum members are the problem... wait until you actually meet those royal... amb. and amb members.. those are the worst.... they all thought they could get a suite everytime... but not according to policy... whats worst are those RA and A who are using government rates... total pricks.
                yeah but I have a slight advantage in that since I'm technically not qualified to handle Ambassador reservations I almost never have to speak to them . Fortunately for both me (and the hotels we serve) most the the Ambassadors are too cheap to pay long distance to call the hotel so they call the 800 number (which rings approx 250 feet away from me and from the few experiences I've had with ambassadors I'm thinking that is too close... but the people in the upscale office are really nice so I don't complain too loudly about them being in the next call floor over).
                If you wish to find meaning, listen to the music not the song

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