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I was part of a situation the other day where I'm not sure who is scamming who (my vote goes toward the guest scamming the company I work for).
This woman called because she had stayed with us recently and had a mysterious charge on her credit card. I pull up the reservation and see that for 4 out of 5 nights she was complimentary (we sent and she used a coupon giving her 4 free nights) with a rate of $xxx on the last night that perfectly matched the charge. I "double check" that I pulled up the reservation by confirming her arrival and departure dates. Guest gets snotty and tells me she only stayed four nights not five. I call the front desk and they see what I saw, someone called on the 4th night to add a 5th night and was quoted a rate of $xxx then the room was checked out of the afternoon after the 5th night causing to run the charge.
I explain this to the guest and she insists (with no proof of course) that she checked out the morning after the 4th night. Guest makes a huge stink saying that she only stayed 4 nights with us because a friend gave them use of a fancy time share for the 5th night (I'm guessing I was supposed to be impressed). I explain all of this to a front desk manager and they promise to research and contact the guest back. I saw the notes today, the housekeeping records show that the room was occupied on the afternoon after the 5th night they will be calling the guest tomorrow and telling her she is responsible for the charge because the room was used. Guest is someone who gambles her face off with us.
I'm so wondering what she means by "I checked out right after the 4th night", the only way I think the guests story could be true is if someone who works for us was scamming to get a room for one night. What do you think?
This woman called because she had stayed with us recently and had a mysterious charge on her credit card. I pull up the reservation and see that for 4 out of 5 nights she was complimentary (we sent and she used a coupon giving her 4 free nights) with a rate of $xxx on the last night that perfectly matched the charge. I "double check" that I pulled up the reservation by confirming her arrival and departure dates. Guest gets snotty and tells me she only stayed four nights not five. I call the front desk and they see what I saw, someone called on the 4th night to add a 5th night and was quoted a rate of $xxx then the room was checked out of the afternoon after the 5th night causing to run the charge.
I explain this to the guest and she insists (with no proof of course) that she checked out the morning after the 4th night. Guest makes a huge stink saying that she only stayed 4 nights with us because a friend gave them use of a fancy time share for the 5th night (I'm guessing I was supposed to be impressed). I explain all of this to a front desk manager and they promise to research and contact the guest back. I saw the notes today, the housekeeping records show that the room was occupied on the afternoon after the 5th night they will be calling the guest tomorrow and telling her she is responsible for the charge because the room was used. Guest is someone who gambles her face off with us.
I'm so wondering what she means by "I checked out right after the 4th night", the only way I think the guests story could be true is if someone who works for us was scamming to get a room for one night. What do you think?
Her losing streak is and frequent casino visits are pretty impressive by the way (I couldn't find a day where she was a winner). A few days before the call she lost $xxx and on the day she called she received her credit card bill so I can see not wanting to pay a dime for her hotel room. But if she is the one who requested the extension and she had the room occupied in some way she is responsible.
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