Announcement

Collapse
No announcement yet.

A few idiots from this past week

Collapse
This topic is closed.
X
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • A few idiots from this past week

    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)
    Last edited by Mr Hero; 07-20-2012, 05:38 PM.
    To right the countless wrongs of our days... We shine this light of true redemption, that this place may become as paradise...Oh, what a wonderful world such would be...

  • #2
    Quoth Mr Hero View Post

    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.
    <snip>
    He finally leaves. But certainly pissed. What a dumbass!
    Ah, yes. While technically speaking the date has changed, we don't start checking rooms in for that date until 3PM.

    I have had people walk in at 4AM, and think that they had til the next day at 11AM to check out. They weren't too happy when I told them otherwise.

    SC
    "...four of his five wits went halting off, and now is the whole man governed with one..." W. Shakespeare, Much Ado About Nothing Act I, Sc I

    Do you like Shakespeare? Join us The Globe Theater!

    Comment


    • #3
      Ugh. I can't stand those people who show up at 1am thinking since the calendar date has changed, they can check-in that early.

      (1) While the calendar date has changed, the business date hasn't. It's still the night of [previous day].

      (2) Most places have 3-4pm check-ins. My motel, alas, does not have a set check-in time, but since our check-out is at noon, you're probably not getting a room earlier than that. (Earliest set check-in time I've ever seen was noon, and that was at a campground.)

      I also always love the whole "What do you mean you're sold out. I stay here all the time! You have to have a room for meeeeeeeee!"

      Though, not as much as when a boss with a direct bill account sends an employee to us, but fails to make said employee a reservation, and I get "But my boss told me he made a reservation for me! Where am I supposed to go!" 'Cause I can't really fault the employee for their boss' fail, and then I feel bad when I can't do anything for them because everywhere within an hour is sold out.
      Knowledge is knowing that a tomato is a fruit. Wisdom is not putting it in a fruit salad.

      Comment


      • #4
        Quoth Mr Hero View Post
        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!
        Bahahaha. I am glad that I am not alone on this one, I had the exact same thing happen a few weeks ago. Except I had to explain several times that check in is at 3pm on the day of arrival not 12:01am, also that we didn't kick guests out at midnight, but rather 11am on their day of departure.

        It REALLY makes you wonder.

        Comment


        • #5
          Who doesn't know that checking in before the check-in time is crap shot? Oh yeah, SC's.
          I'm trying to see things from your point of view, but I can't get my head that far up my keister!

          Who is John Galt?
          -Ayn Rand, Atlas Shrugged

          Comment


          • #6
            There seems to be an update to the "Clever Plan" I posted it in the original post. Last night I only had one reservation that didn't show up. It was a 3rd party reservation that was made at 1am of the 19th. That SC's reservation seems to fit the name, though I never found out his name when he tried to check in.
            To right the countless wrongs of our days... We shine this light of true redemption, that this place may become as paradise...Oh, what a wonderful world such would be...

            Comment


            • #7
              I once had a guy who was under the impression that when you rented a room you got it for 24 hours, so since he checked in at 8PM he was not leaving his room until 8PM the next night.
              Can you imagine what fun it would be to run a hotel if it worked like that!
              "Some times you just need to punch someone in the face"'Dalia Lama

              Comment


              • #8
                When my ex boyfriend and I got a hotel room we checked in around 3 or 4 am Saturday morning. We were aware that technically that's still Friday night and gladly paid for 2 nights (we checked out at noon on Sunday) even if we barely slept much Friday night/Saturday morning.
                Then again, we weren't SC. (side note: he's a smoker and asked about their smoking policy and when told they were non smoking only he was cool and thanked the girl at the front desk. And considering it was *my* credit card that the room was being charged to I'd be the one paying for the damages if he did smoke in the room.)
                Driver Picks the Music, Shotgun Shuts His Cakehole.
                Supernatural 9-13-05 to forever

                Comment


                • #9
                  Quoth Mr Hero View Post
                  At the start of my shift Tuesday night I noticed that central reservations overbooked us.
                  Just curious, but how does central reservations manage to overbook you? Don't they know how many rooms the building has, and have access to information about the number of reservations made on-site/rooms down for maintenance/rooms otherwise not available for them to book?
                  Any fool can piss on the floor. It takes a talented SC to shit on the ceiling.

                  Comment


                  • #10
                    Quoth wolfie View Post
                    Just curious, but how does central reservations manage to overbook you? Don't they know how many rooms the building has, and have access to information about the number of reservations made on-site/rooms down for maintenance/rooms otherwise not available for them to book?
                    I asked them about that when they called to tell me that the guest was still going to be charged a no show fee for not showing up to the new reservation.

                    They told us we needed to close our inventory. I don't quite understand this. They have access to our numbers. We had been sold out that day since the end of shift 1. This was the start of shift 3 close to 8 hours later.
                    To right the countless wrongs of our days... We shine this light of true redemption, that this place may become as paradise...Oh, what a wonderful world such would be...

                    Comment


                    • #11
                      Quoth Mr Hero View Post
                      They told us we needed to close our inventory. I don't quite understand this. They have access to our numbers. We had been sold out that day since the end of shift 1. This was the start of shift 3 close to 8 hours later.
                      So, "We screwed up and are shifting the blame to you"
                      Last edited by Naaman; 07-22-2012, 09:45 AM.
                      Lady, people aren't chocolates. D'you know what they are mostly? Bastards. Bastard-coated bastards with bastard filling. Dr Cox - Scrubs

                      Comment


                      • #12
                        Quoth Desk clerk knows all View Post
                        I once had a guy who was under the impression that when you rented a room you got it for 24 hours, so since he checked in at 8PM he was not leaving his room until 8PM the next night.
                        Can you imagine what fun it would be to run a hotel if it worked like that!
                        Talk about pure hell!

                        Though I have to wonder how it is working for one of the japanese style short term airport tube motels. The one I remember reading about rented the tubes in something like 4 hour blocks.
                        EVE Online: 99% of the time you sit around waiting for something to happen, but that 1% of action is what hooks people like crack, you don't get interviewed by the BBC for a WoW raid.

                        Comment


                        • #13
                          Our CRS has done the same thing, and they tell us the same thing. I always close the inventory if there are less than 5 rooms or so in the morning or before I leave, since only a GM or MOD can do it manually at the property. Our GSRs would either have to call Other MOD or myself to come down to the property and close it out, or call Central and get one of their supervisors to do it.
                          Knowledge is knowing that a tomato is a fruit. Wisdom is not putting it in a fruit salad.

                          Comment


                          • #14
                            A bit of an update. The SC is trying to get expedia to refund the stay. Since he showed up at 230 in the morning, and was told we don't have rooms until people check out at 11, I informed expedia that my hotel will not be refunding payment.
                            To right the countless wrongs of our days... We shine this light of true redemption, that this place may become as paradise...Oh, what a wonderful world such would be...

                            Comment

                            Working...