Don’t Discount The Customer’s Ability To Discount, Part 7

| Winston Salem, NC, USA | Right | March 30, 2017

(I work at the front desk at a local hotel with 150 rooms. We are sold out and I am literally the only person on property working. A big ‘Furniture Market’ event is taking place and it fills up every hotel in a 50 mile radius. I have two guests from Russia that come every market, checking in. They have two reservations and they have a question about their rates from last market. So their check in takes five minutes longer than normal. The guy behind them is obviously getting annoyed that he has to wait.)

Guest: *as the Russian couple walk away from the desk he starts clapping* “It’s about time! I’ve been waiting for 30 minutes!”

Me: “I do apologize for the wait, sir. As you can see I am the only person working tonight.”

Guest: *interrupts* “—I’m going to take just as long as you took with those other people.”

Me: “Excuse me, sir?”

Guest: *leaning against the front desk not looking at me* “You took forever with them, so I’m going to take my time.”

Me: “Well, while you stand there, what is your last name so I can look up your reservation? I will also need your ID and a form of payment.”

Guest: “I’ll give them to you when I am d*** well ready.”

(He proceeds to turn to the line forming behind him apologizing to them. They seem to not be bothered by his tantrum at all.)

Me: “So, let me get this straight, sir. Because you had to wait in line, you are going to proceed to just stand here at the desk preventing me from checking anyone in?”

Guest: “That’s f****** right, and you’re going to give me a discount just like you gave that couple!”

Me: “Sir, I didn’t give them a discount—”

Guest: “I heard the rate you gave them, it was [rate]. And I am going to stand here until you give it to me!”

Me: “The rate that you overheard was the rate they had paid at their last stay. They wanted to know why it was more expensive this year so I explained it to them.”

(At this point this large women approaches the desk wearing a sweater with the word “Sex” written in large bold letters across her chest; I later found out that is is his wife.)

Lady: “What is the problem here?!”

Guest: *speaking to her* “He gave the people in front of us a really big 30% discount but he’s racist and won’t give it to me! Just because they were Persian or some s***.”

(I have no idea how he made the Persian connection or came up with a 30% discount.)

Lady: *turning to me* “You need to give him the discount. He is a guest! You need to appease him! He is a veteran. Show him some respect!”

Me: “Ma’am, first of all I did not give them a discount. Second, I do not even know what your last name is to pull up the reservation. Also he is not showing me or anyone in this lobby any respect.”

Lady: “Ugh, the last name is [Last Name].”

(The guy reluctantly hands me his ID to verify that it is him.)

Guest: “I still demand you give me a discount! Where is your manager? I want to speak to him.”

Me: “I apologize, sir, but like I said before, I am the only staff member on property at this time.”

Guest: “Well, [Manager] and I are really good friends; call him so I can speak to him myself.”

Me: *getting very worked up at this point and am literally shaking* “He is at his other job at this moment—”

Guest: “I don’t care; call him!”

(I proceed to call him and he does not answer. I have it on speaker phone so they can hear it go to voicemail.)

Me: “Like I said before, he is at his other job at the moment and will not answer his phone.”

(This goes back and forth for another twenty minutes – yes, twenty. My entire lobby is full of people waiting to check in at this point. I proceed to give him his keys and he walks away, telling everyone in line that I am a racist and gave someone a 30% discount and refused to give it to him. At this point his frustration becomes contagious and the next five guests in line try hassling me for the 30% discount and so on. Later in the evening his wife comes to the desk.)

Wife: “We are locked out of the bathroom. Come open it. We should also be compensated for it.”

Me: “You… you locked yourself out of your bathroom and you want to be compensated?”

Wife: “Did I stutter? Come open the god-d*** door!”

Me: “I do not have the proper tools to open that door, ma’am. I will have to call my maintenance man in. In the meantime, the lobby bathrooms are located to your right.”

Wife: *getting even more flustered* “So how much will be taken off of my room cost?”

Me: “I do not have authorization to issue any guest refunds; you will have to speak to a manager tomorrow morning.”

(She proceeds to huff away. I call our ONLY maintenance man to come in to unlock their door. He declines and says he will be in tomorrow morning. The wife never came back to ask about the bathroom door. After my shift I call the manager that they were supposed friends with and explain to him the situation.  The following day when I come to work the first thing that manager says to me is:)

Manager: “I got a call from Mr. [Last Name] this morning apologizing to me—” *the manager, not me* “—about how he acted out last night. He said that he had a little too much to drink.”

(My jaw drops.)

Me: “So, he almost causes a riot in the lobby on my watch, calls me a racist, and a bunch of other unflattering words and he calls YOU and apologizes to YOU?!”

Manager: “I’m afraid so. Also, they busted the bathroom door off the hinges. Not sure what that’s about.”

(Needless to say they are not allowed to stay here anymore.)

1 Thumbs
711
VOTES