Refuses To Be Blocked

, , , | Right | April 7, 2020

(My hotel has several annual conferences that come with VERY high booking demand. Because of this high demand, we are very strict about when we open the block of rooms to be sold; the group is informed of the exact date and time that the rooms will be available for reservation. I work overnight, and a block of rooms is slated to open for one of these conferences at 8:00 this morning. As soon as the clock hits 12:00 am, the phone rings.)

Me: “Thank you for calling [Hotel]. This is [My Name] speaking; how can I help you?”

Caller: “Hi, I’m calling about booking some rooms for [date] for [Conference].”

Me: “I see; I’m sorry, ma’am, but that room block will not be available to reserve for another eight hours.”

Caller: *somewhat rudely* “Well, I was told it opened today.”

Me: “It does, ma’am… eight hours from now.”

Caller: “Ugh… all right, fine.”

(She hangs up and I go on with my duties. A few minutes later, the phone rings again and my coworker picks up. After a brief conversation, he looks at me and rolls his eyes.)

Coworker: “She wanted that block, too, and said she was told it opened at midnight.”

Me: “Maybe someone gave a group the wrong info? Well, regardless, we can’t sell it until eight.”

Coworker: “Yeah, that’s what I told her.”

(Again, we resume our duties, until about another fifteen minutes later when I get another call, this time from a representative from our corporate reservations line.)

Representative: “Hello! I’m calling from [Brand] Central Reservations! I have a guest on the line who is looking to book for [date]…”

Me: “For [conference]?”

Representative: “Yes!”

Me: “I see. Unfortunately, that block doesn’t open until 8:00 am local time.”

Representative: “Oh… Well, this guest said she stayed up specifically to make this reservation as soon as possible.”

Me: “I understand, and I am sorry that she may have been given incorrect information, but we cannot sell that block of rooms until the set time.”

Representative: “I see. Well, I will inform her. Thank you for your time!”

Me: “No problem.”

(I hang up and my coworker gives me a questioning look.)

Me: “Pretty sure these calls are all from the same woman. What, did she think the old ‘Mom said no so I’ll ask Dad’ tactic was going to work?”

(We did get a few more calls that night from people trying to book early, but none were as persistent as the first woman!)

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