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Good evening everyone! The reason I've not posted in a while isn't because there has been a lack of SC's...it's just REALLY difficult to find the time to post when I am watching my daughter/going to check-ups for my current pregnancy (also, I get stuck reading the posts on the forum).
So just a brief refresher...I work for the people who own Inn Holiday (name obviously reversed), Plaza Crowne, etc etc etc....I work in the corporate office as a supervisor in the customer service department. Blah, Blah, Blah.
So earlier this summer, the powers that be came up with the bright idea of 100% OCR (one call resolve) on all service/quality contacts to our office up to one night's room and tax. In my office of supervisors, we have been extremely upset about this since it gets abused to no end (and I KNOW that there is another side to most of the guest's stories...sucks that we can't get the hotel's end of it anymore). We finally got it overturned after the salt and pepper man (I will post about him after this one) so now we can compensate what we feel is appropriate.
Enter this gem of a guest...the agent who escalates the call tells me a brief rundown of the situation...the guest stayed for one night, had to move rooms, window wasn't locked and would now like a refund of his whole night. The hotel had offered him a $25.00 discount on his $135.00 rate at the time of check-out. She felt that was all that was warranted. I agreed.
ME: Good afternoon, this is dekydrose. I understand I'm speaking with Whiny McCrybaby?
SC: Yes. Are you aware of my situation?
Me: I was given a brief rundown, would you mind telling me about your experience?
SC: When I checked into your hotel, I went to my room only to find out that the window lock was broken. I called your office who called the hotel and spoke with the front desk clerk. The front desk clerk called me 3 hours later and had me move rooms (sidenote: the hotel's response in this case indicated that the move was done right away...which I belive). So after packing up and moving rooms, which was very inconvenient to me as a guest, I entered my second room only to find out that the window wasn't locked! So I locked it. After that, I was unable to sleep the rest of the night due to feeling un-safe. I spoke to the managment in the morning and they insulted me with a $25.00 discount. I demand a refund of my night.
Me: I certainly apologize about the experience you had at the property. Certainly guest safety is very important to us as well as our hotels. I was pleased to hear that the hotel moved you to a seperate room with a functioning window lock and offered a $25.00 discount for the inconvenience of having to move. Unfortunately, my office will be unable to offer you a full refund as the hotel resolved the issues once they were brought to their attention.
SC: They did not!
Me: Sir, you stated that you were able to lock the window in your second room, am I correct?
SC: You don't understand! I didn't know how long it had been unlocked...who knows what could have entered my room in the meantime?
ME: ....Sir, again I apologize but what the hotel has offered is fair and supports our hospitality promise.
SC: Give me the statistics of how many people are kidnapped each year out of Inns Holiday!
ME: Sir, I do not have that information nor is that relevant to this conversation.
SC: I bet you sleep with your windows open. You do, dont you?
Me: Again, that is not relevant to this conversation.
SC: You...You...WINDOW OPENER! I am never staying with your company again! I'll make sure that none of my employees ever stay with you again! I'll make sure (and the list goes on and on and on)
Me: Again, I apologize. It certainly isn't my intent to drive away business however, again, what was offered by the hotel supports the hospitality promise and I am unable to offer you anything further.
SC: I need to talk to your supervisor.
The call escalated above me, then above my supervisor, above his, and was finally shut down by the highest supervisor...end result? NO. ADDITIONAL. COMPENSATION.
So just a brief refresher...I work for the people who own Inn Holiday (name obviously reversed), Plaza Crowne, etc etc etc....I work in the corporate office as a supervisor in the customer service department. Blah, Blah, Blah.
So earlier this summer, the powers that be came up with the bright idea of 100% OCR (one call resolve) on all service/quality contacts to our office up to one night's room and tax. In my office of supervisors, we have been extremely upset about this since it gets abused to no end (and I KNOW that there is another side to most of the guest's stories...sucks that we can't get the hotel's end of it anymore). We finally got it overturned after the salt and pepper man (I will post about him after this one) so now we can compensate what we feel is appropriate.
Enter this gem of a guest...the agent who escalates the call tells me a brief rundown of the situation...the guest stayed for one night, had to move rooms, window wasn't locked and would now like a refund of his whole night. The hotel had offered him a $25.00 discount on his $135.00 rate at the time of check-out. She felt that was all that was warranted. I agreed.
ME: Good afternoon, this is dekydrose. I understand I'm speaking with Whiny McCrybaby?
SC: Yes. Are you aware of my situation?
Me: I was given a brief rundown, would you mind telling me about your experience?
SC: When I checked into your hotel, I went to my room only to find out that the window lock was broken. I called your office who called the hotel and spoke with the front desk clerk. The front desk clerk called me 3 hours later and had me move rooms (sidenote: the hotel's response in this case indicated that the move was done right away...which I belive). So after packing up and moving rooms, which was very inconvenient to me as a guest, I entered my second room only to find out that the window wasn't locked! So I locked it. After that, I was unable to sleep the rest of the night due to feeling un-safe. I spoke to the managment in the morning and they insulted me with a $25.00 discount. I demand a refund of my night.
Me: I certainly apologize about the experience you had at the property. Certainly guest safety is very important to us as well as our hotels. I was pleased to hear that the hotel moved you to a seperate room with a functioning window lock and offered a $25.00 discount for the inconvenience of having to move. Unfortunately, my office will be unable to offer you a full refund as the hotel resolved the issues once they were brought to their attention.
SC: They did not!
Me: Sir, you stated that you were able to lock the window in your second room, am I correct?
SC: You don't understand! I didn't know how long it had been unlocked...who knows what could have entered my room in the meantime?
ME: ....Sir, again I apologize but what the hotel has offered is fair and supports our hospitality promise.
SC: Give me the statistics of how many people are kidnapped each year out of Inns Holiday!
ME: Sir, I do not have that information nor is that relevant to this conversation.
SC: I bet you sleep with your windows open. You do, dont you?
Me: Again, that is not relevant to this conversation.
SC: You...You...WINDOW OPENER! I am never staying with your company again! I'll make sure that none of my employees ever stay with you again! I'll make sure (and the list goes on and on and on)
Me: Again, I apologize. It certainly isn't my intent to drive away business however, again, what was offered by the hotel supports the hospitality promise and I am unable to offer you anything further.
SC: I need to talk to your supervisor.
The call escalated above me, then above my supervisor, above his, and was finally shut down by the highest supervisor...end result? NO. ADDITIONAL. COMPENSATION.
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