Not Quite Married To The Name Yet

| Right | February 25, 2015

(At the hotel where I work we keep our customer’s personal information on file so that they don’t have to repeat it every time they stay.)

Customer: “I’d like to reserve a room for tonight, a double room, and my name is [Customer]. You should have my information on file already.”

Me: “Absolutely, ma’am. Let me see… I don’t seem to have anything under that name. Is this the name you used last time you stayed with us?”

Customer: “Of course! It’s my name; I always use it. What other name would I use?”

Me: “I’m sorry, it’s just that we save the information by name and sometimes a client gives their name when the room was last booked under their spouse’s or parent’s name. Let me try a different spelling. Hmmm, still nothing. Did you stay here recently, as in within the last 12 months?”

Customer: “It’s been less than that. I was here not long ago! How hard can it be to find my information? My name is [Customer].”

Me: “I’m sorry, ma’am, I don’t have anything here. In any case I’d be happy to reserve this room for you if you can just give me a telephone number and credit card…”

Customer: “Absolutely not! You have my information and I’m not giving you anything! When I arrive later I expect to have my room ready with my personal information attached. My name is [Customer] and that is all you need. You must obviously be new here.”

Me: “Actually, I’ve been here for two years, ma’am. Unfortunately I do not have access to your profile. I have nothing under the name you provided me, and I’ve even checked various spellings of the name. Are you certain you were here less than 12 months ago? Our system deletes profiles that haven’t been used for 12 months.”

Customer: “I WAS JUST THERE! You are incompetent. I expect you to have my room ready when I arrive and be sure that I will be contacting your manager to have you retrained on how to use your system.” *hangs up*

(Later, the customer comes in to check in and is furious that I still do not have her information on file. After reluctantly giving me at least her credit card number, I get her checked in and provide her with her room keys. As she’s walking away:)

Customer: “Oh, I don’t know if it makes a difference but every other time we’ve stayed here we booked under my husband’s name, [Completely Different Name]. Can you find it if you look for that name? I mean, we were just here on [gives a date over three years ago]. You should have it.”

Me: *trying not to bang my head on the desk* “I’ll take a look in the system, ma’am. Have a nice evening.”

Customer: “I will when you learn to navigate your own computer system.”

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