I can't tell if he's trying to fish for a discount

[Mr Hero]

I was taking a reservation today over the phone, and I had the SC waiting at the desk. Over the phone I quoted a rate that was lower than what the SC given the previous night. The SC had a surprised expression when he heard my price given to someone else.

I hang up the phone.

SC: Can I get a discount? I didn't get my wake up call this morning.

I check wake up call log and I was the one who put in the wake up call, and the night audit even confirmed the wakeups.

We also have a system that automatically tracks when wake up calls were delivered. According to the printout, the system automatically called the room at the requested time, and 10 minutes after, at 1 minute increments.

He then asks for a manager. Manager verifies the information and so we have no fault, and denies the SC the discount. SC is going to give one more shot to the front desk supervisor in the morning.

At the end of my shift, he asked for a wake up call. This one was at 3:45 in the morning. I'm wondering if this is a deliberate setup to complain about getting woken up early.

[bainsidhe]

A wakeup call is a service, not a right. So what is a wakeup call worth exactly? Five dollars, twenty? He could set the alarm on the clock in his room, after all. Sounds like he was scrounging for a discount.

[infinitemonkies]

Working the audit shift, I always double check every wake up call.
I also harp on my coworkers to make sure to write each one in the log book as well, so that in the unlikely event the phone system goes out, I can go knock on doors.




Four times now I've had this situation:
Guest: "I didn't get my 4:45 wake up call! You're gonna pay for my plane tickets! Scream bitch rant whine curse!"
Me: "That's because it's 4:39 right now."

[alogram]

Okay. First, I absolutely think that if a guest requests a wake up call they should get one.

HOWEVER.

I have NEVER understood the concept of depending solely on a wakeup call. Hotel rooms have alarm clocks, as do most phones now.

I have worked in hotels since 1998, and that is one thing that just hurts my brain.

[angelicafire]

I travelled with my marching band in college to Greece. They all had us check out the night before in their systems because there were 400 of us who had to make planes early in the morning.

Guess what happens when you check out of this particular hotel? The wake up calls don't work. I think about 20 people got left in Athens because they missed their flight.

[JustaCashier]

This one was at 3:45 in the morning.

Call the room at 3:45.

No answer? Call again at 3:46.

No answer? Call again at 3:47.

No answer? Call again at 3:48.

No answer? Call again at 3:49.

No answer? Call again at 3:50, if no answer, send an employee (if available at that hour) up to POUND!! on the door.


Mike

[Solumina]

If it was just because he heard that lower rate then he should have said something along the lines of "oh that isn't what I'm paying, is there any way that you could adjust my rate?" then there would have been no suck (after all who doesn't want to save money if possible). He was being dickish about it insisting that you didn't do something that clearly you had done to try and get a discount, so just make sure that he has a nice, early start to his day.

[Exaspera]

It looks as if he thought that up on the fly because he heard about the better deal than he had. Plus, he waits until just then to complain? :-p

[Mr Hero]

He says he complained in the morning to the girl that was there. She's working tonight's PM shift so when I go into relieve her, I'll find out.

[Andara Bledin]

Oh, hey, did you ever find out if the guy said anything that morning, or if he was just talking out hs backside?

^-.-^

[sirwired]

When my wife and I went to London, we discovered that their hotel rooms don't have alarm clocks (and we didn't bring one.) The wake-up call system automatically turned on the TV. (instead of calling the phone, like every other hotel in the universe.)

It didn't work.

Luckily I woke up in time that we didn't miss our flight home.

SirWired

[SqueakerBot]

Four times now I've had this situation:
Guest: "I didn't get my 4:45 wake up call! You're gonna pay for my plane tickets! Scream bitch rant whine curse!"
Me: "That's because it's 4:39 right now."

I can understand their confusion. If I have to be somewhere early and can't be late, I tend to wake up in a panic every half hour starting 4 hours before I need to be awake. That being said, there are benefits to checking your phone before you get out of bed.
I also don't see what gives them the right to yell at you without even checking on what happened. I don't condone yelling, but I could understand their ire if you just forgot or decided they didn't need one.