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I Need WHAT To Stay At A Hotel?!

, , , | Right | CREDIT: tap_mander | August 24, 2021

I work for a hotel in a chain. This woman is a bottom-tier member on our loyalty program. She has two reservations, both for three nights. At about $100 a night, she’s looking at about $300 for each room, or about $600 total. She opted to e-check in to both rooms, meaning she selected her room numbers and could potentially get a digital key sent to her phone, but she got flagged and was denied because her card declined for one of them.

She comes in with a gentleman and tells me her last name. I verify her info and length of stay, and tell her politely that we need a new card because the one on file declined. She looks at me like I have three heads.

Guest: “Why can’t I just use the card on file?”

Me: “The card didn’t go through for the $300 for one of the rooms, so I need another one to authorize both room and tax amounts.”

Guest: “Why do you need to authorize it? Why can’t I just check in?”

Me: *Pause* “We need to make sure your card has the full amount in order to check in—”

She slumps over the desk with her head in her hands.

Guest: “The car rental company just charged my card $300. I don’t have enough for both rooms on my card! Can’t you do something? I was just laid off from a [Hotel] in Alabama and we never had to authorize an entire stay to check someone in. I guess you have a different credit policy than they do.”

Me: *At a loss* “I apologize, it’s our policy—”

And as she was muttering something like, “This is ridiculous, so stupid, blah, blah, blah,” they stomped off into the daylight.

Question of the Week

What is the absolute most stupid thing you’ve heard a customer say?

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