Making A Lot Of Noise And The Karaoke Hasn’t Even Started

I work at a bar where you can reserve private rooms set up with karaoke machines. I’m in charge of organising the reservations, etc. A woman comes in at 11:00 pm with a big grin on her face and leans on my desk.

Customer: “I have a reservation for 11:45.”

There are no reservations for that time.

Me: “Okay, let me just have a look through my system. 11:45? What name would it be under and how did you make the reservation?”

Customer: “I called half an hour ago. It’s under [Customer].”

Me: “And you definitely called our branch? Unfortunately, I don’t have a reservation that matches those details; let me check our other branches.”

I check the reservation lists for our other branches and still can’t find her.

Customer: “No! It was definitely here! I rang up and spoke to a man who said there was a room free at 11:45!”

I’m the person who takes all the phone calls at night, and I’m female, so I already know she definitely didn’t make a reservation here.

Me: “I’m really sorry, ma’am, but there is no reservation at any of our stores under that name or at 11:45. Did you get a confirmation email?”

Customer: “This is ridiculous. Look.”

She shows me her phone call history.

Customer: “This is the phone call. This is your number.”

The phone number on the screen isn’t correct for any of our stores. I type it into Google to see what comes up.

Me: “You definitely called [Our Chain]?”

Customer: “Yes! I have five friends outside who are expecting to sing here and you’re telling me some idiot lost my reservation?”

Me: “No, I’m sorry, ma’am, but the phone number you called isn’t for us. You have actually rung [Competitor]. Unfortunately, you’re in the wrong store. Would you like me to call them and let them know you are on your way?”

Customer: “You want me to walk all the way to [Competitor]? But I’m here! I wanted the booking for here!”

Me: “That’s fine. I can put you on my waitlist if you would like to stay here instead of going and taking your reservation at [Competitor]. The next available room is at 12:30 am.”

I also explain the pricing system to her.

Customer: “Ugh. Whatever. Put me down for the next room. And I mean the very next one!”

I write her into the waitlist and she leaves for the main bar area. She comes back at 12:15 am. 

Customer: “Is my room ready yet?”

Me: “Unfortunately, the group before you still has ten minutes left. I will send a waiter to pick you and your party up as soon as the room is ready for you. You’re welcome to wait in the bar.”

Customer: “Can’t you just kick them out?”

Me: “They have paid to have the room for a set amount of time, so no, I can’t make them leave any earlier.”

Customer: “Am I getting this for free? This has all been ridiculous. I should be compensated for the trouble.”

Me: “You… you want the room for free?”

Customer: “Yes! I want the room free of charge and a discount on our drinks. You’ve had me waiting for ages!”

Me: “I did inform you that the earliest room available was at 12:30 am and you agreed. There is no earlier time and unfortunately, I can’t offer you any discounts tonight because we haven’t done anything wrong, ma’am.”

Customer: “First, you didn’t have my booking and then you made me wait an extra hour! I think you’ve done everything wrong!”

I’m trying to stop myself from laughing.

Me: “So, let me get this straight. You want me to give you a heavily discounted room price and drinks because you incorrectly booked in for [Competitor] and I was fully booked at the time you wanted?

Customer: “I… Yes!”

Me: “The price will remain the same, and I will hold the reservation I have made until 12:45 for you. When you decide if you would like to continue, come and let me know; otherwise, I will give your room to the next group on my waitlist.”

She stormed off in a huff and came back at 12:30 with her friends, begrudgingly paid me the correct amount for the room hire, and spent the rest of the night flipping me off via the security camera in her room.