Had this one last night at the Hotel:
Lady calls down from a room. For some reason the room she just rented's door was open. Odd. Nothing was in the room hinting at another occupant, so I appologized & let her know that it must have been missed by housekeeping.
Couple moments pass.
Phone rings, it's the same room. The lady sternly demands, "I want someone to come up here & see this."
????
Because I don't want my night maintenance guy to go up to what seems like a surprise attack on her part, I ask what is needed. Why would someone just "demand" someone look at "something" in their room???
After asking her what the issue is, she tells me that the comforter on the bed is stained, along with the floor. I asked her if she wished for someone to come clean it up, as much as possible at 12am (and we were booked solid). She at first she said no, she just wanted someone to see this to believe her. I assured her that we believe her (I am not exactly in the business of thinking people are lying when they are unhappy with a room). She still demanded someone bare witness. She was angry. I asked her if we could change out the comforter at least. She said she would be happier with a couple queen flat sheets for the bed. Okay... I send that up.
The room was dirty; that doesn't make me happy either. I feel horrible if something is wrong with a room. Only every once in awhile we we get guests who overreact. Most guests just simply want the issue remmedied in some manner.
I just don't understand why anyone would want to have someone come up to their room ready to ambush them with anger?
Lady calls down from a room. For some reason the room she just rented's door was open. Odd. Nothing was in the room hinting at another occupant, so I appologized & let her know that it must have been missed by housekeeping.
Couple moments pass.
Phone rings, it's the same room. The lady sternly demands, "I want someone to come up here & see this."
????
Because I don't want my night maintenance guy to go up to what seems like a surprise attack on her part, I ask what is needed. Why would someone just "demand" someone look at "something" in their room???
After asking her what the issue is, she tells me that the comforter on the bed is stained, along with the floor. I asked her if she wished for someone to come clean it up, as much as possible at 12am (and we were booked solid). She at first she said no, she just wanted someone to see this to believe her. I assured her that we believe her (I am not exactly in the business of thinking people are lying when they are unhappy with a room). She still demanded someone bare witness. She was angry. I asked her if we could change out the comforter at least. She said she would be happier with a couple queen flat sheets for the bed. Okay... I send that up.
The room was dirty; that doesn't make me happy either. I feel horrible if something is wrong with a room. Only every once in awhile we we get guests who overreact. Most guests just simply want the issue remmedied in some manner.
I just don't understand why anyone would want to have someone come up to their room ready to ambush them with anger?
Comment