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Probably the best ending to a story that I ever had.
So, last night, I had an interesting situation.
1:30AM: As I was in the process of checking in a guest, the phone rang. I pick it up, and it is from one of the rooms. The person is clearly intoxicated. She says "It would be really nice if you would open the pool so I could take a swim." (or something like that). I respond that the poll closed at 10PM and would reopen at 10AM. She continues pushing for me to open the pool, and I keep reiterating my above statement. This goes on for about a minute.
1:35AM: Phone rings again. I am just finishing up with the guest I was checking in (showing him where the room is on the map), and I knew it was from A room calling, and was pretty sure it was the same room calling. I was right. The voice on the phone sounds sober. Now she is complaining that the A/C isn't working. The room was checked in a 4:15PM. This is more than 9 hours later. Maintenance is no longer on property for the night, so I tell her I'll call our GM, and see what he could do. She then complains that no one at the desk answers the phone. I tell her that she called twice in the last 5 minutes and both times I answered.
My GM said to tell them that there is nothing we can do that night, but we'll see what maintenance can do in the morning.
1:40AM: I call to tell the guest this, and she wants one of her 2 nights comped for the inconvenience. I inform her that she would need to discuss that with the GM, as I do not have the authority to do this. She complained about this, and I am at this point quite short with her. When she asks why we can't do anything, I tell her that she checked in at 4:15PM and is only now calling about the A/C, and maintenance is no longer on site. Once she gets that through her head, she hangs up. I answer the 2nd call that was coming in while I was on the line with her, and it is my GM again telling me to open a case to preempt the complaint. The Hotline I normally call doesn't open til 8AM, so he gives me the UN/PW to do it online. As I get off the phone with him, the phone rings again. It is THAT room again, informing me that they want to change the room nights to 1 (ie: Check out in the morning). I tell her that she can if that's what she wants to do.
1:45AM: As I had just started entering in the pertinent information for the case, a lady comes to the desk. She tells me she is in THAT room. She says it is her Credit Card on the room. The room is under her name. That there is nothing wrong with the A/C and that she is staying the 2nd night. She then apologizes for her friend being really drunk, and tells me I should just hang up on her if she calls again.
All of which I entered into the report I typed up for the Case I opened.
SC
So, last night, I had an interesting situation.
1:30AM: As I was in the process of checking in a guest, the phone rang. I pick it up, and it is from one of the rooms. The person is clearly intoxicated. She says "It would be really nice if you would open the pool so I could take a swim." (or something like that). I respond that the poll closed at 10PM and would reopen at 10AM. She continues pushing for me to open the pool, and I keep reiterating my above statement. This goes on for about a minute.
1:35AM: Phone rings again. I am just finishing up with the guest I was checking in (showing him where the room is on the map), and I knew it was from A room calling, and was pretty sure it was the same room calling. I was right. The voice on the phone sounds sober. Now she is complaining that the A/C isn't working. The room was checked in a 4:15PM. This is more than 9 hours later. Maintenance is no longer on property for the night, so I tell her I'll call our GM, and see what he could do. She then complains that no one at the desk answers the phone. I tell her that she called twice in the last 5 minutes and both times I answered.
My GM said to tell them that there is nothing we can do that night, but we'll see what maintenance can do in the morning.
1:40AM: I call to tell the guest this, and she wants one of her 2 nights comped for the inconvenience. I inform her that she would need to discuss that with the GM, as I do not have the authority to do this. She complained about this, and I am at this point quite short with her. When she asks why we can't do anything, I tell her that she checked in at 4:15PM and is only now calling about the A/C, and maintenance is no longer on site. Once she gets that through her head, she hangs up. I answer the 2nd call that was coming in while I was on the line with her, and it is my GM again telling me to open a case to preempt the complaint. The Hotline I normally call doesn't open til 8AM, so he gives me the UN/PW to do it online. As I get off the phone with him, the phone rings again. It is THAT room again, informing me that they want to change the room nights to 1 (ie: Check out in the morning). I tell her that she can if that's what she wants to do.
1:45AM: As I had just started entering in the pertinent information for the case, a lady comes to the desk. She tells me she is in THAT room. She says it is her Credit Card on the room. The room is under her name. That there is nothing wrong with the A/C and that she is staying the 2nd night. She then apologizes for her friend being really drunk, and tells me I should just hang up on her if she calls again.
All of which I entered into the report I typed up for the Case I opened.
SC
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