Business model is "ridiculous policy"

[bhskittykatt]

So it was a hectic day at the motel today. At one point, I walk into the office, and my arms are covered in plaster because....it was one of those days. And I really wasn't in the mood to deal with stupid people. But before I can even wash my hands, CW calls me to the desk. As soon as she says my name, SC on the other side of the counter jumps on me.

SC: "You're bhskittykatt?"
Me: "Yes."
SC: "Yeah, I stayed here last night, and I'm trying to re-up for tonight, and CW here isn't letting me!"
Me: *already knows we're sold out because...it's one of those days* "Unfortunately, we're already sold-out tonight, so unless you reserved a second night ahead of time, we can't rent to you for another night."
SC: "But I already have the room right now. No one told me I had to reserve it ahead of time for a second night!"
Me: "You paid for one night last night. I don't have any room for tonight."
SC: "I stay here all the time and I've never heard of this! Is this some new policy? This is ridiculous! I have a whole bunch of stuff in there!"
Me: "I'm sorry, but you should have let us know at check-in that you were wanting multiple nights. We've sold out, and now it's too late."
SC: "This policy is ridiculous! I've never heard of this before!"
Me: *you've never heard of people making hotel reservations? that's practically the entire business model for the entire f***ing industry!* "I'm sorry, but we can't psychically know when we check you in how long you are staying..." *yes, I was starting to snap* "...so it is up to you to let us know when you check in. You only booked it for one night, you had the room for one night, we are now sold out for tonight, so you will need to leave and find lodging elsewhere."
SC: "But what if they don't even show up?"
Me: "We have to hold reservations for the guests who made them. That's why they're called reservations."
SC: "This is ridiculous! I've never heard of this policy before! Blargle blargle..." *eventually we were able to give her phone numbers to a place up the street with vacancy, and she finally left, and I could finally wash my hands*

Gah, people are stupid.

[AmbrosiaWriter]

"Yes, you have the room right now, but someone else has already reserved it for tonight."

Jeeeeeeeeeeeeeeeeeeeeeeeeeeeeeebus. I'm glad you didn't tell her that someone might cancel, she'd refuse to leave!

[Lingerie_Lackey]

Good god, that woman is dumb. Sounds like one of those situations where you start to run out of different ways to explain something. I hate those.

[rose_metal_nz]

Oh that made my head hurt just to read it... I think I'd be tempted to turn my head sideways, look REALLY quizzical/confused and say (slowly) "You've... never heard of RESERVATIONS?!!" in a deliberate way. But yes, that is kind of evil

[RealUnimportant]

Was she a walk-in, or had she herself made a reservation?

[figgyx]

same crap different hotel

I would always get the jerks who when told we were sold out and would have to leave who would then tell me - "what are you going to do if I refuse to leave my room?" - knowing full well we could not really kick them out. There is no respect for people who might not get their room when they try to check in late at night because some douchebag absolutely refused to leave. Of course these are the same guys who would arrive at night and find out their guaranteed reservation was not being honored because somebody else did exactly the same thing earlier in the day. (and of course they would be just as upset) arggggghhhhh!!!!!!

[bhskittykatt]

Was she a walk-in, or had she herself made a reservation?

She had walked in the day before and only booked for one night. She could have gotten two, if she'd let us know at check-in, because in the morning we still had some left, but those were booked by 10am. And this weekend has been sold-out all week, so if she'd tried to book several days she would have been denied up front.

But she did not. She only booked one night, and seemed to forget that fact the next morning.

I would always get the jerks who when told we were sold out and would have to leave who would then tell me - "what are you going to do if I refuse to leave my room?" - knowing full well we could not really kick them out. There is no respect for people who might not get their room when they try to check in late at night because some douchebag absolutely refused to leave. Of course these are the same guys who would arrive at night and find out their guaranteed reservation was not being honored because somebody else did exactly the same thing earlier in the day. (and of course they would be just as upset) arggggghhhhh!!!!!!

I have no problem calling my favorite boys in blue to help people like this find their way out of their room when they have trouble doing that on their own. I also have no problem swinging a banhammer at them, because if you take it to the point where I'm calling my blue friends, I don't want you in my motel ever again.

[PepperElf]

well... it may depend on your particular chain but you can always call the police to have them tossed out.

i mean a one-night stay doesn't constitute a residence so there's no eviction codes that would apply. and you have the right to refuse service.

[Rena_Muffin]

Holy crap you get some interesting customers. You'd think you could hammer the rules into someone's skull.

*pats on back and hands over cookie*

[Rainman]

Who would "refuse" to leave a hotel room? (riiiiiiight, Im on customerssuck, lol) Seriously do they just think the staff will just go "oh gosh darn it! They wont leave! I guess we have to tell the other people who made reservations that this person is more important so now they have no room!" Morons.

[AmbrosiaWriter]

Can't you claim that since they are no longer renting the room (as they do not have it reserved) they are now trespassing on private property and get the cops to boot them out?

[bhskittykatt]

Can't you claim that since they are no longer renting the room (as they do not have it reserved) they are now trespassing on private property and get the cops to boot them out?

Yep, you can. Unless they've stayed for 30+ consecutive days; then (at least in WA State), they are considered a permanent resident and have more tenant's rights, and it becomes a pain at that point. If this SC after only one night hadn't moved, though, I could have called the police. (And in the past, have with others.)