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Tale #1: Information , Please
This morning I had someone checkout that was upset about some problems in the room/with the hotel.
#1) The pool was closed. This is clearly stated on our website. We have also informed the online services (like Expedia) that it is closed. This woman was upset that it wasn't mentioned on Expedia's website, when that was a chief reason for her choosing our location.
#2) No refrigerator in the room. We have a limited supply, and Expedia often does not pass along such requests to us.
#3) The bedside lamp did not work.
#4) The hairdryer did not work.
#5) The door was difficult to close (took 8 attempts by her reckoning).
Per Sally, she had had no complaints, and no one had called me all night long.
She wanted a refund. I informed her that I could not do that, and was about to inform her she would need to contact Expedia, when she interrupted to insist that we needed to give her a refund.
Made attempt 2 to inform her, when she interrupts again to say we took her CC that night previous for incidentals (not swiped into the system, just typed into the notes section) and we had "better put something on it".
I refused, and finally told her that she needed to talk to Expedia to which she responded that Expedia did not provide the room. Then a gentleman arrived and she turned to him and said "Don't check in here." He, stunned, replied that he was checking out.
She finally left in a huff, and not 1/2 hour later I got a call from Expedia, asking if we would agree to a refund. I told her I wasn't the manager and could not make that decision, but that our manager would be in at 8am on Mon.
Tale #2: To Scam or Not to Scam
I had just arrived on my shift for tonight, when I get a call from a room. He complains that the sheets are dirty (it looks like someone spilled coffee on them) I checked his reservation info and he had checked in 20 minutes earlier. I offered to move him to another room, but was told by my previous shift we only had Smoking rooms left. He did not want that. I told him I'd call him right back, and called the manager. The manager offered to let him leave right now, and we would not charge him for the room. He declined the offer. I double checked the system, and found a Non-Smoking room was available, and told him that I do have a room to move him into. He refused to be moved. I then informed him that we would be charging him the full rate, as he did not want to move to the other room (it's his decision) and he complained about it some more:
SC: I think I should get a discount, I mean the bed is stained.
ME: (firmly) Sir, I have a Non-Smoking room to move you into right now, it may not be available 10 minutes from now. I can move you to another room if you like, but if you choose to stay in your room, you will be charged the full rate.
He talked to his wife, and declined the move a second time (Once again, he had JUST checked in, and had not been in the room 1/2 hour ATT).
I put a note at the desk in case he checks out after I have left, not to discount without GM's permission.
SC
This morning I had someone checkout that was upset about some problems in the room/with the hotel.
#1) The pool was closed. This is clearly stated on our website. We have also informed the online services (like Expedia) that it is closed. This woman was upset that it wasn't mentioned on Expedia's website, when that was a chief reason for her choosing our location.
#2) No refrigerator in the room. We have a limited supply, and Expedia often does not pass along such requests to us.
#3) The bedside lamp did not work.
#4) The hairdryer did not work.
#5) The door was difficult to close (took 8 attempts by her reckoning).
Per Sally, she had had no complaints, and no one had called me all night long.
She wanted a refund. I informed her that I could not do that, and was about to inform her she would need to contact Expedia, when she interrupted to insist that we needed to give her a refund.
Made attempt 2 to inform her, when she interrupts again to say we took her CC that night previous for incidentals (not swiped into the system, just typed into the notes section) and we had "better put something on it".
I refused, and finally told her that she needed to talk to Expedia to which she responded that Expedia did not provide the room. Then a gentleman arrived and she turned to him and said "Don't check in here." He, stunned, replied that he was checking out.
She finally left in a huff, and not 1/2 hour later I got a call from Expedia, asking if we would agree to a refund. I told her I wasn't the manager and could not make that decision, but that our manager would be in at 8am on Mon.
Tale #2: To Scam or Not to Scam
I had just arrived on my shift for tonight, when I get a call from a room. He complains that the sheets are dirty (it looks like someone spilled coffee on them) I checked his reservation info and he had checked in 20 minutes earlier. I offered to move him to another room, but was told by my previous shift we only had Smoking rooms left. He did not want that. I told him I'd call him right back, and called the manager. The manager offered to let him leave right now, and we would not charge him for the room. He declined the offer. I double checked the system, and found a Non-Smoking room was available, and told him that I do have a room to move him into. He refused to be moved. I then informed him that we would be charging him the full rate, as he did not want to move to the other room (it's his decision) and he complained about it some more:
SC: I think I should get a discount, I mean the bed is stained.
ME: (firmly) Sir, I have a Non-Smoking room to move you into right now, it may not be available 10 minutes from now. I can move you to another room if you like, but if you choose to stay in your room, you will be charged the full rate.
He talked to his wife, and declined the move a second time (Once again, he had JUST checked in, and had not been in the room 1/2 hour ATT).
I put a note at the desk in case he checks out after I have left, not to discount without GM's permission.
SC
Why would that mean a different room?
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