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Okay bare with me here. I will try to have this make sense.
We are replacing TV's in all of our rooms. We have an outside entity that provides movie viewing for our TVs. About half our TV's don't have the movies option until this company comes in to program the new TV's.
Couple guests check in a couple days ago. They get a room with a new TV, but they want to watch movies. They are given keys to a room with movie-watching available. You'd think they would move over to the new room right? They were changed to being in the new room in the computer.
They stayed in the original room & got woken up by our maintenance person (or a housekeeper?) that morning thinking the room was vaccant & was checking on the movie situation to make sure it was a new TV. THEY WERE MAD.
This room also put down $70 for the room (70+tax), and $20 for movies (which in reality was only 14.35 because their tax hadn't been taken properly). They watch one movie for 11.99.
They were promised their money back, but of course no one told the chick who works at night (i.e. me).
Forward to last night. At this point, their file reads that they need to make a payment of $74-something for the night (We require prepayments prior to the night but not credit cards to stay). At midnight, lady comes up to the desk. She looks like she doesn't sleep, ever. She says that they are unable to watch movies. I look at her room & tell her she only has $1.-- left, so another deposit has to be made to watch movies.
This is where she claims she made a $100 payment on the room the day before & that their first night was comped because of all the stuff they went through. (Keep in mind most of the background info I provided I was about to learn over a couple phone calls.) Their file says nothing of either of these things. It says that they made a payment yesterday of 75.65, but not the 100 she just said.
I call our AGM and ask her. That is when she tells me that these people are "weird" & the whole story about them not moving to their new room even though they had keys for it. I ask her about the deposit and she has me call A, a girl I work with about it because she took the payment.
So I call A, and A says that they only made a 75.65 payment like recorded. She DID NOT take a $100 for a deposit for movies. So, I try to explain this to this lady right? I print off everything and comp the one night. I show her that now she had a prepayment of $77-something, but there has been no deposits for movies since the first night. She claims she has a receipt that says she put $100 down, so I tell her if she does to please show it to me. She takes the info I printed out & marked up to show her & I don't see her again. Misread her receipt I presume...or her scam didn't work.
A guy from the room comes down about 2am and puts down another $20 deposit down. Okay super, whatever.
About 3ish am, he calls down & says, "The movie was...ya know...slow...can we get a different one?" I told him sure, but I couldn't refund the amount he paid. He gets kinda upset and wants to argue. I told him I could look at it. I look at the movie system. If they had watched the movie for maybe 10 minutes I was willing to remove the charge. They had watched it for over an hour. No-Go. So I tell him & he accepts it after saying they "had it on pause". News for this guy, pause doesn't count up on the system. It tells us how long the movie has actually been running. He is now down to 10.37 for a deposit.
He and a bunch of people he had in his room come down the strairs and go outside. He stops by the desk & asks how much a movie is. I told him I have no idea, but I could look. He said he would be back. I looked, it was 11.99. He doesn't come back to the desk.
Not long later he calls down from the room. I tell him it costs 11.99.
Calls right after that wondering why they can't watch it. I tell him the deposit they have left is 10.37. He argues to just let them watch it because "it's like a buck. I will come down later & pay it off." We argue again, which I believe he wanted to cuz he is an ass. He says we should just let them watch the movie because they had such a horrible stay here blaa blaa blaa. I finally just get sooo angry that I tell him fine, pay it later. I literally slam down the phone & go force the system to let them watch the movie.
I get back to work tonight and check to make sure they aren't here. Thank God they aren't. BUT they also didn't pay. WHAT A SURPRISE! The amount was adjusted on this system to 10.37. This will mess up the books tonight, but hey it wasn't my call to screw us over.
I realize $1-something isn't much to people & no big deal to them. BUT we have to eat that cost & 122 rooms, 365 days a year and people are making us pay their extras? It adds up! Plus, their crappy stay was 80% their fault because they chose to stay in a room they were no longer registered in.
So, these assholes left but made my night miserable last night.
We are replacing TV's in all of our rooms. We have an outside entity that provides movie viewing for our TVs. About half our TV's don't have the movies option until this company comes in to program the new TV's.
Couple guests check in a couple days ago. They get a room with a new TV, but they want to watch movies. They are given keys to a room with movie-watching available. You'd think they would move over to the new room right? They were changed to being in the new room in the computer.
They stayed in the original room & got woken up by our maintenance person (or a housekeeper?) that morning thinking the room was vaccant & was checking on the movie situation to make sure it was a new TV. THEY WERE MAD.
This room also put down $70 for the room (70+tax), and $20 for movies (which in reality was only 14.35 because their tax hadn't been taken properly). They watch one movie for 11.99.
They were promised their money back, but of course no one told the chick who works at night (i.e. me).
Forward to last night. At this point, their file reads that they need to make a payment of $74-something for the night (We require prepayments prior to the night but not credit cards to stay). At midnight, lady comes up to the desk. She looks like she doesn't sleep, ever. She says that they are unable to watch movies. I look at her room & tell her she only has $1.-- left, so another deposit has to be made to watch movies.
This is where she claims she made a $100 payment on the room the day before & that their first night was comped because of all the stuff they went through. (Keep in mind most of the background info I provided I was about to learn over a couple phone calls.) Their file says nothing of either of these things. It says that they made a payment yesterday of 75.65, but not the 100 she just said.
I call our AGM and ask her. That is when she tells me that these people are "weird" & the whole story about them not moving to their new room even though they had keys for it. I ask her about the deposit and she has me call A, a girl I work with about it because she took the payment.
So I call A, and A says that they only made a 75.65 payment like recorded. She DID NOT take a $100 for a deposit for movies. So, I try to explain this to this lady right? I print off everything and comp the one night. I show her that now she had a prepayment of $77-something, but there has been no deposits for movies since the first night. She claims she has a receipt that says she put $100 down, so I tell her if she does to please show it to me. She takes the info I printed out & marked up to show her & I don't see her again. Misread her receipt I presume...or her scam didn't work.
A guy from the room comes down about 2am and puts down another $20 deposit down. Okay super, whatever.
About 3ish am, he calls down & says, "The movie was...ya know...slow...can we get a different one?" I told him sure, but I couldn't refund the amount he paid. He gets kinda upset and wants to argue. I told him I could look at it. I look at the movie system. If they had watched the movie for maybe 10 minutes I was willing to remove the charge. They had watched it for over an hour. No-Go. So I tell him & he accepts it after saying they "had it on pause". News for this guy, pause doesn't count up on the system. It tells us how long the movie has actually been running. He is now down to 10.37 for a deposit.
He and a bunch of people he had in his room come down the strairs and go outside. He stops by the desk & asks how much a movie is. I told him I have no idea, but I could look. He said he would be back. I looked, it was 11.99. He doesn't come back to the desk.
Not long later he calls down from the room. I tell him it costs 11.99.
Calls right after that wondering why they can't watch it. I tell him the deposit they have left is 10.37. He argues to just let them watch it because "it's like a buck. I will come down later & pay it off." We argue again, which I believe he wanted to cuz he is an ass. He says we should just let them watch the movie because they had such a horrible stay here blaa blaa blaa. I finally just get sooo angry that I tell him fine, pay it later. I literally slam down the phone & go force the system to let them watch the movie.
I get back to work tonight and check to make sure they aren't here. Thank God they aren't. BUT they also didn't pay. WHAT A SURPRISE! The amount was adjusted on this system to 10.37. This will mess up the books tonight, but hey it wasn't my call to screw us over.
I realize $1-something isn't much to people & no big deal to them. BUT we have to eat that cost & 122 rooms, 365 days a year and people are making us pay their extras? It adds up! Plus, their crappy stay was 80% their fault because they chose to stay in a room they were no longer registered in.
So, these assholes left but made my night miserable last night.
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