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I work in an independent hotel. It's a nice mid-sized hotel that usually has great customer service since there are only a handful of dedicated employees who work here. I'd love to share some recent experiences with you guys.
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A few weeks ago, we had been visited by someone looking for a long-term stay at our hotel. We knew off the bat the guy and his wife were a bit off. They both claimed that a lovely little city near us was turning into slums (My GM and AGM took a little offense as they both live there.) They were willing to pay two hundred dollars a day for a meeting room in our city instead of the free place they had in the "slums."
They didn't show up on the day they were due to arrive. When they did, they paid cash, but not the full amount. They were a bit rude. They were your run of the mill SCs.
The funny bit happened on Thursday night. Supposedly, the air conditioning unit in their room had stopped running in the middle of the night. (Notice, I say 'running' not 'working'.) The next day, the guest complained that we had tried to suffocate him and his wife.
The rooms have windows. The a/c unit is controlled in-room, not by the front desk (has anyone ever thought otherwise?) and the unit was working perfectly. When the SC asked how it turned off, we explained it stopped when the room reached the temperature you wanted. The guests still believe we were trying to suffocate them.
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A very quick SC encounter happened when I got a call late one night. The caller got start to the point and asked, "Do you allow dogs at your hotel?" I replyed in my nicest and most empathetic voice that, no, unfortunately we don't." I was then told, "Thank you very much, you F***ing B****," in the sweetest voice possible.
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We once had a guest try to pay for her room with rolls of pennies, nickels and dimes. I told her that was fine, but since they weren't rolled by the bank, she would need to stay with me while I counted them out and confirmed they came out to the right amount. She reluctantly handed me her credit card.
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I had checked in a guest one day and later got a call from him asking for a couple more bottles of lotion and some tissues. I didn't think anything of it. I happened to be working the morning shift as well the next day and I was there when he checked out. I remember noticing how soft his hands were when I handed him his receipt. After he left, I looked down at his bill and noticed several porn movie charges he had. That is when I put it all together.
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A few weeks ago, we had been visited by someone looking for a long-term stay at our hotel. We knew off the bat the guy and his wife were a bit off. They both claimed that a lovely little city near us was turning into slums (My GM and AGM took a little offense as they both live there.) They were willing to pay two hundred dollars a day for a meeting room in our city instead of the free place they had in the "slums."
They didn't show up on the day they were due to arrive. When they did, they paid cash, but not the full amount. They were a bit rude. They were your run of the mill SCs.
The funny bit happened on Thursday night. Supposedly, the air conditioning unit in their room had stopped running in the middle of the night. (Notice, I say 'running' not 'working'.) The next day, the guest complained that we had tried to suffocate him and his wife.
The rooms have windows. The a/c unit is controlled in-room, not by the front desk (has anyone ever thought otherwise?) and the unit was working perfectly. When the SC asked how it turned off, we explained it stopped when the room reached the temperature you wanted. The guests still believe we were trying to suffocate them.
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A very quick SC encounter happened when I got a call late one night. The caller got start to the point and asked, "Do you allow dogs at your hotel?" I replyed in my nicest and most empathetic voice that, no, unfortunately we don't." I was then told, "Thank you very much, you F***ing B****," in the sweetest voice possible.
~~~~
We once had a guest try to pay for her room with rolls of pennies, nickels and dimes. I told her that was fine, but since they weren't rolled by the bank, she would need to stay with me while I counted them out and confirmed they came out to the right amount. She reluctantly handed me her credit card.
~~~~
I had checked in a guest one day and later got a call from him asking for a couple more bottles of lotion and some tissues. I didn't think anything of it. I happened to be working the morning shift as well the next day and I was there when he checked out. I remember noticing how soft his hands were when I handed him his receipt. After he left, I looked down at his bill and noticed several porn movie charges he had. That is when I put it all together.
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