Tweet
Grrr. This guy was a jackass.
He checked in at 3:30am on Thursday morning. Our business hours roll over at 5am, so 3:30am Thursday morning still counts as a rental for Wednesday night, and you would have to check out at noon on Thursday.
My night auditor is well-versed at explaining this to customers (as I'm sure all the other night auditors on here are as well). He could explain this policy a million different ways in his sleep. If ACW had checked in the guest (she covers Night Auditor's days off), then maybe I could see her not explaining it clearly, but I know how Night Auditor explains it, and it's crystal clear.
SC calls down Thursday morning, and says that he didn't check in until 5:30am. Other MOD says the computer shows him checking in at 3:30am. (Night Auditor said he heard SC in the room right after he checked in. The room is directly above the office.) SC then says he didn't understand (bullshit!), and he felt he should have until noon on Friday (today) to check out.
As acting MOD that day, I agree to half off the second night, only because our complaints for the area have been high and Area Manager is grumpy and I don't want to generate another complaint. That and we're not super busy. So whatevs, f**k it, I'll go ahead and meet SC halfway.
SC also complained that we charged his CC after he paid cash. We don't even have his CC on file. He said he booked online, but we have no record of it. We told SC to call Corporate CC Dept to have them look it up, since we had no record of it. I figure he was either was lying to get the second night completely free, or he booked at the wrong property and got charged for a no-show.
SC said his boss was supposed to make a group reservation for next week. We don't have a record of it either, so we go ahead and reserve him a block of 10 rooms as well.
But the icing on the cake came this morning. It was about 4:30am, I was just finishing my paper route and was literally about three blocks away when my phone rang. Hubs answered it since I was driving, and he said I needed to talk to Night Auditor.
Apparently around midnight, SC returned and said he was having trouble getting up the stairs, and could he move to a downstairs room? Night Auditor gave him a downstairs room; SC said great they'd be moved out in a second. An hour later, Night Auditor can still hear people up in that room. He calls SC. SC says he'll take care of it. Lather, rinse, and repeat, until Night Auditor became so fed up he called me.
Ugh. Not what I want to deal with at that hour.
I called up to SC's original room. No answer, but I can hear people moving up there. I go knock on the door. A groggy man answers (not SC) and says that they're keeping the room.
I then call SC's new room, and the following conversation occurs (not exact, but close enough).
Me: "Yes, this is the manager. Which room are you guys taking?"
SC: "Yeah, well, I have cerebral palsy and I can't go up the stairs."
*Me thinking* Then why did you take an upstairs room in the first place?
Me: "Well, there are still people in [first room], so either they need to move down and join you, or you need to pay for both rooms."
SC: "Well, how much is it?"
Me: "It will be $XX.XX."
SC: "You see, I can't go up the stairs, and he's sleeping up there, and we have 10 rooms for next week, so I think it's easiest if we keep this room, so can you cut me a deal?"
Me: "Sure. It will be $XX.XX."
SC: "But it's only for half a night!"
Me: "It will be $XX.XX. I can't just let you have a second room for free."
SC: "But it's not like that! I don't think Night Auditor explained, you see I can't go upstairs, and he's sleeping up there, and it's just easier if we keep it like this."
Me: "I have people in two rooms and only one is being paid for. You can put everyone in one room, or you can pay for the second room."
SC: "But we have 10 rooms next week. Is this how you treat groups? Can't you cut us a deal?"
Me: "I already cut you a deal earlier by giving you the second night in the original room at half off, even though I am personally confident that Night Auditor explained the policy to you clearly. You cannot have a second room for free just because you want one. If you want both rooms tonight, it will be $XX.XX."
SC: "Okay, okay, fine, whatever, I'll send money down."
SC paid, and all is well.
When I checked out this morning, CW said that the guests in [Original Room] said they thought SC had gone off to the casino and knew nothing about moving to another room!
Here's the thing about SC's supposed 10 rooms for next week. He says they're doing some sort of remodeling at the airport. On the 24th and 25th. That's Thanksgiving here in the States, which is one of the busiest travelling times of the year. While I suppose it is plausible someone was moronic enough to schedule construction at an airport on one of the busiest flying times of the year, I'm highly, highly dubious. I'm thinking SC just wanted to say "We have 10 rooms next week, give us freebies!" I just have that hunch, you know?
ETA: Found out that SC complained to Boss Man this morning and got half off his room last night.
This afternoon, SC called me and said he wanted to talk to Boss Man. Wouldn't say what about. I transferred him. Boss Man called back and said all SC wanted to know was if there was a price difference for a second person since his CW was coming back tonight. Um...why did you need to bother Boss Man about that? This guy's a total jackass. Help me.
He checked in at 3:30am on Thursday morning. Our business hours roll over at 5am, so 3:30am Thursday morning still counts as a rental for Wednesday night, and you would have to check out at noon on Thursday.
My night auditor is well-versed at explaining this to customers (as I'm sure all the other night auditors on here are as well). He could explain this policy a million different ways in his sleep. If ACW had checked in the guest (she covers Night Auditor's days off), then maybe I could see her not explaining it clearly, but I know how Night Auditor explains it, and it's crystal clear.
SC calls down Thursday morning, and says that he didn't check in until 5:30am. Other MOD says the computer shows him checking in at 3:30am. (Night Auditor said he heard SC in the room right after he checked in. The room is directly above the office.) SC then says he didn't understand (bullshit!), and he felt he should have until noon on Friday (today) to check out.
As acting MOD that day, I agree to half off the second night, only because our complaints for the area have been high and Area Manager is grumpy and I don't want to generate another complaint. That and we're not super busy. So whatevs, f**k it, I'll go ahead and meet SC halfway.
SC also complained that we charged his CC after he paid cash. We don't even have his CC on file. He said he booked online, but we have no record of it. We told SC to call Corporate CC Dept to have them look it up, since we had no record of it. I figure he was either was lying to get the second night completely free, or he booked at the wrong property and got charged for a no-show.
SC said his boss was supposed to make a group reservation for next week. We don't have a record of it either, so we go ahead and reserve him a block of 10 rooms as well.
But the icing on the cake came this morning. It was about 4:30am, I was just finishing my paper route and was literally about three blocks away when my phone rang. Hubs answered it since I was driving, and he said I needed to talk to Night Auditor.
Apparently around midnight, SC returned and said he was having trouble getting up the stairs, and could he move to a downstairs room? Night Auditor gave him a downstairs room; SC said great they'd be moved out in a second. An hour later, Night Auditor can still hear people up in that room. He calls SC. SC says he'll take care of it. Lather, rinse, and repeat, until Night Auditor became so fed up he called me.
Ugh. Not what I want to deal with at that hour.
I called up to SC's original room. No answer, but I can hear people moving up there. I go knock on the door. A groggy man answers (not SC) and says that they're keeping the room.
I then call SC's new room, and the following conversation occurs (not exact, but close enough).
Me: "Yes, this is the manager. Which room are you guys taking?"
SC: "Yeah, well, I have cerebral palsy and I can't go up the stairs."
*Me thinking* Then why did you take an upstairs room in the first place?
Me: "Well, there are still people in [first room], so either they need to move down and join you, or you need to pay for both rooms."
SC: "Well, how much is it?"
Me: "It will be $XX.XX."
SC: "You see, I can't go up the stairs, and he's sleeping up there, and we have 10 rooms for next week, so I think it's easiest if we keep this room, so can you cut me a deal?"
Me: "Sure. It will be $XX.XX."
SC: "But it's only for half a night!"
Me: "It will be $XX.XX. I can't just let you have a second room for free."
SC: "But it's not like that! I don't think Night Auditor explained, you see I can't go upstairs, and he's sleeping up there, and it's just easier if we keep it like this."
Me: "I have people in two rooms and only one is being paid for. You can put everyone in one room, or you can pay for the second room."
SC: "But we have 10 rooms next week. Is this how you treat groups? Can't you cut us a deal?"
Me: "I already cut you a deal earlier by giving you the second night in the original room at half off, even though I am personally confident that Night Auditor explained the policy to you clearly. You cannot have a second room for free just because you want one. If you want both rooms tonight, it will be $XX.XX."
SC: "Okay, okay, fine, whatever, I'll send money down."
SC paid, and all is well.
When I checked out this morning, CW said that the guests in [Original Room] said they thought SC had gone off to the casino and knew nothing about moving to another room!
Here's the thing about SC's supposed 10 rooms for next week. He says they're doing some sort of remodeling at the airport. On the 24th and 25th. That's Thanksgiving here in the States, which is one of the busiest travelling times of the year. While I suppose it is plausible someone was moronic enough to schedule construction at an airport on one of the busiest flying times of the year, I'm highly, highly dubious. I'm thinking SC just wanted to say "We have 10 rooms next week, give us freebies!" I just have that hunch, you know?
ETA: Found out that SC complained to Boss Man this morning and got half off his room last night.
This afternoon, SC called me and said he wanted to talk to Boss Man. Wouldn't say what about. I transferred him. Boss Man called back and said all SC wanted to know was if there was a price difference for a second person since his CW was coming back tonight. Um...why did you need to bother Boss Man about that? This guy's a total jackass. Help me.
Comment