In All This We Feel Sorry For The Dog, Part 2
We only have very few guests at the hotel due to health restrictions. I’m manning the front desk during the afternoon and am completely alone in the hotel, save for the few guests we have. I made my rounds through all corridors and rooms earlier in the day, before checking in the only three guests we have for that night: just three businessmen in three rooms, all next to each other.
A little while after checking in, they all come back downstairs. They have a little dog with them. I’m a little puzzled, because I didn’t see them come in with the dog — hidden in a bag? — or I would have told them about the pet fee we charge. As I have someone else on the phone, I decide to address it when they come back.
Once I’m done with the phone call, I decide to do another round and double-check that all windows and doors to the outside are closed. In the corridor directly in front of our guests’ rooms, I very nearly step into feces. I’d say the dog really needed to go and they noticed too late. It is spread through a quarter of the corridor, ending just before the staircase.
Of course, I get to clean it up. Yay!
About an hour later, the three of them come back. Wherever they were, they are definitely drunk now.
Me: “Welcome back!”
Guest #1: “Good evening!”
[Guest #2] waves at me, pretty obviously drunk. He is carrying the little dog, badly hidden in his jacket.
Me: “Um… excuse me, sir? We charge a fee of 15€ per night, per pet. Which of your rooms would you like me to charge the fee to?”
Guest #2: “Oh! But he is so small! That’s so much money for such a little dog! Come on, you look like such a nice girl!”
Me: “I’m very sorry, but I really can’t do that. It’s our policy.”
Guest #2: “Please, please! Look how small he is! He never makes any trouble! No dirt, nothing!”
Me: “Sir, with all due respect, I just spent half an hour cleaning feces out of the carpet in the corridor in front of your rooms. I could add an extra cleaning fee for that. I’m doing my best to be accommodating. Which room would you like me to charge the pet fee to?”
Guest #1: “But he’s so small! Look at him! It couldn’t have been that bad—”
[Guest #3] sighs and starts pushing the other two towards the elevator.
Guest #3: “I’ll take care of it.” *To me* “I’m so sorry; they are very drunk. I’ll be right back!”
I have no idea how to translate drunken slurring into English. But [Guest #2] kept whining at me like a little child and [Guest #1] was nearly yelling at me. [Guest #3] came back shortly and paid the pet fee immediately. He apologized again. The poor guy was obviously very embarrassed by his colleagues.
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
