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SC walks in.
Me: "Hi, how can I help you?"
SC: "Yes, I have a reservation under [SC]"
Me: "Okay, can I see some ID."
SC: "I don't have a driver's license"
Me: "Well, I really need something with your name and picture on it."
SC: "I don't have anything. I just have this." *shows me his CC and a piece of paper that looks like a receipt."
Me: "Well, unfortunately I can't accept that, do you have anything else that I could..."
SC: "You know, this is FUCKING RIDICULOUS! I'm an American citizen and no where in the Constitution does it say I need ID! And last week I tried to have my employee stay here and you wouldn't take my credit card over the phone!"
Me: "Well yes, we would require a 3rd party credit card auth..."
SC: "THIS IS THE FUCKING WORST SERVICE EVER! FOR THE SECOND WEEK IN A ROW YOU GUYS ARE THE WORST MOTEL! YOU ARE NOT PROVIDING CUSTOEMR SERVICE! GET ME YOUR MANAGER NOW!!!"
I look down at my switchboard and see Other MOD is on the phone.
Me: "She's on the phone, but if you can wait..."
SC: "NO! YOU WILL PUT ME THROUGH TO HER RIGHT NOW!!! I DON'T CARE IF SHE'S ON A FUCKING PLANE TO ISTANBUL!!!" (Yeah, he did say that)
Me: "Sir, I can't at this very moment..."
SC: "THIS IS RIDICULOUS! THEN GET ME YOUR CORPORATE NUMBER! I HAVE TO DRIVE TO SEATTLE AND I DON'T HAVE TIME FOR THIS!!!"
Me: *thinking* And you don't have even a temporary driver's license? (It is about a two-hour drive to Seattle from here.)
I happily give him the number to our Guest Relations Dept, who he calls on his cell phone. I think to myself Go ahead and give them a call about our "poor service". I'm sure they'd love to know how we're following policy.
He yells at the poor guy on the other end of the line about how his wallet was stolen and he had no ID (something he did not tell me before going on his tirade), and what was a guest supposed to do if their wallet was stolen? (Answer: have family members fax or FedEx something else, or better yet listen to me and work with me to come up with some alternative I could accept!) He also went off about how it did not say it anywhere online that he needed ID (actually, it does, and I would've shown him if I thought he'd actually listen). At one point, he said this little gem:
SC: "So you're telling me that if a guest loses their ID, that they can still make arrangements and make a reservation, but when they get here you'll just make them turn around and sleep on the street?!? .... No, I want you to tell me that, and then I want you to email me that that is what you're saying!!!"
Aha! I knew Corporate would back me up! I could tell they weren't budging an inch.
He also went on a tirade on how we're the only chain in America that won't take a credit card payment over the phone. Okay, fellow hotel CSers, I know some of you have had SCs complaining about the same thing at your hotels, and we all don't work for the same chain, yet somehow we are all the only chain that don't require 3rd party credit card authorization forms.
Eventually, I saw a light blink off on the switchboard, so I called Other MOD and gave her a heads up. She came into the office and asked who it was. I explained what was up, while SC was pacing around the lobby still cussing out the poor GSR on the other end of the phone.
Other MOD left the office to go work on the pool pump, and as she was leaving, SC hung up the phone, went to the door, and ripped the door out of her hands. He swung the door open so hard it banged against the glass wall and I was afraid he was going to break it.
SC: "And what is your name?!?!"
Other MOD: "[Other MOD], and that's two words."
SC got in his truck and peeled out of the parking lot. He spun out, and Other MOD said it looked like he was going to hit another guest's car for a second!
Fortunately, he missed the other cars and left.
This time, I called Guest Relations. I explained that as soon as I asked for ID, the guy went postal, that I tried to work with him but he wouldn't let me, and that while I was more than willing to get him a manager, none was available at that very second. Guest Rel was very understanding.
Me: "So I want to let you know, I don't think he's coming back, so I want to cancel his res so we don't have a no show charge and piss him off even more."
GSR: "Okay...hang on one second, let me talk to my coworker about something."
*hold music*
GSR: "Sorry for the wait. I guess he called back again, so I just wanted to make sure about his intents, if he was returning or not. So the good news is that yes, he's not returning. And from what I've overhead it does sound like he was very unhappy, so I'm noting all that you're telling me. Is there anything else I can do for you?"
Me: "Nope. That's all. Thanks!"
We put SC on our do-not-rent list. I don't think he wants to stay with us again, but if he tries to for some reason, he's going to be denied.
Me: "Hi, how can I help you?"
SC: "Yes, I have a reservation under [SC]"
Me: "Okay, can I see some ID."
SC: "I don't have a driver's license"
Me: "Well, I really need something with your name and picture on it."
SC: "I don't have anything. I just have this." *shows me his CC and a piece of paper that looks like a receipt."
Me: "Well, unfortunately I can't accept that, do you have anything else that I could..."
SC: "You know, this is FUCKING RIDICULOUS! I'm an American citizen and no where in the Constitution does it say I need ID! And last week I tried to have my employee stay here and you wouldn't take my credit card over the phone!"
Me: "Well yes, we would require a 3rd party credit card auth..."
SC: "THIS IS THE FUCKING WORST SERVICE EVER! FOR THE SECOND WEEK IN A ROW YOU GUYS ARE THE WORST MOTEL! YOU ARE NOT PROVIDING CUSTOEMR SERVICE! GET ME YOUR MANAGER NOW!!!"
I look down at my switchboard and see Other MOD is on the phone.
Me: "She's on the phone, but if you can wait..."
SC: "NO! YOU WILL PUT ME THROUGH TO HER RIGHT NOW!!! I DON'T CARE IF SHE'S ON A FUCKING PLANE TO ISTANBUL!!!" (Yeah, he did say that)
Me: "Sir, I can't at this very moment..."
SC: "THIS IS RIDICULOUS! THEN GET ME YOUR CORPORATE NUMBER! I HAVE TO DRIVE TO SEATTLE AND I DON'T HAVE TIME FOR THIS!!!"
Me: *thinking* And you don't have even a temporary driver's license? (It is about a two-hour drive to Seattle from here.)
I happily give him the number to our Guest Relations Dept, who he calls on his cell phone. I think to myself Go ahead and give them a call about our "poor service". I'm sure they'd love to know how we're following policy.
He yells at the poor guy on the other end of the line about how his wallet was stolen and he had no ID (something he did not tell me before going on his tirade), and what was a guest supposed to do if their wallet was stolen? (Answer: have family members fax or FedEx something else, or better yet listen to me and work with me to come up with some alternative I could accept!) He also went off about how it did not say it anywhere online that he needed ID (actually, it does, and I would've shown him if I thought he'd actually listen). At one point, he said this little gem:
SC: "So you're telling me that if a guest loses their ID, that they can still make arrangements and make a reservation, but when they get here you'll just make them turn around and sleep on the street?!? .... No, I want you to tell me that, and then I want you to email me that that is what you're saying!!!"
Aha! I knew Corporate would back me up! I could tell they weren't budging an inch.
He also went on a tirade on how we're the only chain in America that won't take a credit card payment over the phone. Okay, fellow hotel CSers, I know some of you have had SCs complaining about the same thing at your hotels, and we all don't work for the same chain, yet somehow we are all the only chain that don't require 3rd party credit card authorization forms.
Eventually, I saw a light blink off on the switchboard, so I called Other MOD and gave her a heads up. She came into the office and asked who it was. I explained what was up, while SC was pacing around the lobby still cussing out the poor GSR on the other end of the phone.
Other MOD left the office to go work on the pool pump, and as she was leaving, SC hung up the phone, went to the door, and ripped the door out of her hands. He swung the door open so hard it banged against the glass wall and I was afraid he was going to break it.
SC: "And what is your name?!?!"
Other MOD: "[Other MOD], and that's two words."
SC got in his truck and peeled out of the parking lot. He spun out, and Other MOD said it looked like he was going to hit another guest's car for a second!
Fortunately, he missed the other cars and left.This time, I called Guest Relations. I explained that as soon as I asked for ID, the guy went postal, that I tried to work with him but he wouldn't let me, and that while I was more than willing to get him a manager, none was available at that very second. Guest Rel was very understanding.
Me: "So I want to let you know, I don't think he's coming back, so I want to cancel his res so we don't have a no show charge and piss him off even more."
GSR: "Okay...hang on one second, let me talk to my coworker about something."
*hold music*
GSR: "Sorry for the wait. I guess he called back again, so I just wanted to make sure about his intents, if he was returning or not. So the good news is that yes, he's not returning. And from what I've overhead it does sound like he was very unhappy, so I'm noting all that you're telling me. Is there anything else I can do for you?"
Me: "Nope. That's all. Thanks!"
We put SC on our do-not-rent list. I don't think he wants to stay with us again, but if he tries to for some reason, he's going to be denied.
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