It's been very busy with all the hotels in the area. Everyone that I know of is sold out. Cue the idiots and EW's.
A little too strict on cancellation policy
At the start of my shift Tuesday night I noticed that central reservations overbooked us. I was about to call the lady to tell her that I was unable to honor that reservation. Lady shows up before I can, so I explain everything in person. Luckily she wasn't an SC.
She calls central reservations to book another room. I call around the hotels hoping to find something. Just as soon as a competing hotel says I can cancel their room that they would have used for a walked guest, the lady finds another hotel. She tells the agent that she wants to cancel the one she just made and get a room at my hotel since she's already here.
About 5 minutes later central reservations calls.
CR: I'm calling to let you know that if your guest stays at your hotel that she will be charged a no show charge.
Me: Even though it was only made a few minutes ago?
CR: Yes because it's past the deadline. She will have to call and cancel herself.
She does.
Guest is upset that other hotel won't cancel the room. Here at my own hotel, I had to turn away at least 5 people while this was all going on. She relents and cancels with me and goes her merry way. Pissed off at other hotel, appreciative of my efforts. I sell my room again no problem. And I wasn't such a dick about canceling.
Not even God's Son could find room at the inn. What makes you so special?
While the above was going on, I got a phone call.
Me: Opening spiel
SC: Do you have any rooms available?
Me: I'm sorry I don't.
SC: What about for EW Construction (group that frequently stays with us. Pains in the ass)
Me: I've got nothing available.
SC: Ugh, fine.
A clever plan
This morning at 2:30 in the morning a guest comes up to the desk.
SC: I have a reservation
Me: Are you at the correct hotel? All my rooms are occupied with no more scheduled arrivals.
SC: Is this <correct address?>
Me: Yes it is. Is your reservation for the 19th?
SC: Yes, and that's today. 3rd party said you had rooms available.
Me: Unfortunately, the guests have until 11am to check out. And since no one has checked out, I have no rooms available.
SC: What am I supposed to do?
Me: I'm not sure. You're welcome to come back again at 3pm.
He finally leaves. But certainly pissed. What a dumbass!
Edit: Last night only one reservation didn't show up. It was a 3rd party reservation made at 1am of the 19th. I'd like to think that this SC never bothered to show up for his reservation at the proper time. And now it's too late to cancel. (posted 7/20/12)
A little too strict on cancellation policy
At the start of my shift Tuesday night I noticed that central reservations overbooked us. I was about to call the lady to tell her that I was unable to honor that reservation. Lady shows up before I can, so I explain everything in person. Luckily she wasn't an SC.
She calls central reservations to book another room. I call around the hotels hoping to find something. Just as soon as a competing hotel says I can cancel their room that they would have used for a walked guest, the lady finds another hotel. She tells the agent that she wants to cancel the one she just made and get a room at my hotel since she's already here.
About 5 minutes later central reservations calls.
CR: I'm calling to let you know that if your guest stays at your hotel that she will be charged a no show charge.
Me: Even though it was only made a few minutes ago?
CR: Yes because it's past the deadline. She will have to call and cancel herself.
She does.
Guest is upset that other hotel won't cancel the room. Here at my own hotel, I had to turn away at least 5 people while this was all going on. She relents and cancels with me and goes her merry way. Pissed off at other hotel, appreciative of my efforts. I sell my room again no problem. And I wasn't such a dick about canceling.
Not even God's Son could find room at the inn. What makes you so special?
While the above was going on, I got a phone call.
Me: Opening spiel
SC: Do you have any rooms available?
Me: I'm sorry I don't.
SC: What about for EW Construction (group that frequently stays with us. Pains in the ass)
Me: I've got nothing available.
SC: Ugh, fine.
A clever plan
This morning at 2:30 in the morning a guest comes up to the desk.
SC: I have a reservation
Me: Are you at the correct hotel? All my rooms are occupied with no more scheduled arrivals.
SC: Is this <correct address?>
Me: Yes it is. Is your reservation for the 19th?
SC: Yes, and that's today. 3rd party said you had rooms available.
Me: Unfortunately, the guests have until 11am to check out. And since no one has checked out, I have no rooms available.
SC: What am I supposed to do?
Me: I'm not sure. You're welcome to come back again at 3pm.
He finally leaves. But certainly pissed. What a dumbass!
Edit: Last night only one reservation didn't show up. It was a 3rd party reservation made at 1am of the 19th. I'd like to think that this SC never bothered to show up for his reservation at the proper time. And now it's too late to cancel. (posted 7/20/12)
Comment