Dogged With Complaints

, , , , | Right | June 24, 2017

(I work front desk at a hotel. We have a strict policy on pets. While pets are welcome to stay at the hotel, we do charge a hefty price for their stay. On this particular day there is a local dog show event in the area. We’ve been getting guests all day staying with their dogs. This guest is no different.)

Me: “Hello, welcome to [Hotel]. Checking in?”

Guest: “Yes, I would like to get a room for the night. It’s just me and my friend, so we would like a room with two beds in it.”

Me: “Okay, no problem. So, what brings you to the area?”

Guest: “Oh, I was showing my dogs at the local dog show.”

Me: “Oh, that’s sounds awesome. Just so that you’re aware, we are pet friendly, but it is $20 per pet per night.”

(Guest stops mid-sentence and looks at me like I just slapped her across the face.)

Guest: “Excuse me? That is a rip off!”

Me: “I’m terribly sorry, ma’am, but it is our company policy.”

Guest: “But they’re show dogs! They’re not some ordinary filthy animal; I demand I be charged less for my dogs. I want to speak to a manager!”

(So, of course I oblige and call my district manager and tell him about the situation. He tells me that it’s all right if I charge her only $10 per dog as long as she doesn’t have more than two dogs with her in the room.)

Me: “I just got off the phone with my manager. He said that we can reduce the cost of fee down to $10 per dog. How many dogs will be staying with you?”

Guest: “That’s the best you can do?! This is ridiculous! They’re show dogs! I should not be charged this much for them.”

Me: “Again, ma’am, I’m sorry for this inconvenience, but that is as low as I can go on the price.”

Guest: “Fine! I’ll just go somewhere else!”

(Guest leaves in a huff. I go back to what I was doing. Not even an hour goes by when the same guest comes back, practically yelling the entire transaction.)

Guest: “Well, I guess we are just going to have to take the room. No one else around here will accept my dogs! I demand we have a room next to an entrance on the first floor away from other guests.”

Me: “I only have a couple rooms left; we are rather full tonight. I will try to get you as close to an entrance as possible.”

Guest: “Unbelievable!” *shaking head, looking like I’m the stupidest person she ever saw*

Me: “I am able to get you a room on the first floor and it’s as close to one of the entrances I can find. I just need you to sign and initial this registration.”

(On our registration form, the guest must initial for the rate they agreed to pay, initial if they brought any pets and how many, and sign at the bottom. Once the registration form is signed, no refund can be given if they have an issue with the price of the room, and if there is any damage done to the room they will be charged for the incidentals. She signed the registration form stating on it that she only had two dogs in the room and left with her keys. Now, at the front desk, we have a screen with cameras on it that cover all the hotel and entrances. I watch as she starts to unload into her room. She and her friend bring in not two dogs, but five! Needless to say, with permission from the manager I charged her the original price of $20 per pet for the additional dogs. I heard later that she talked with my manager about the extra charges and he pretty much told her off, in a polite way, of course. Thankfully we didn’t hear from her again.)

Their Heart Just Isn’t In It

, , , | Working | June 19, 2017

(I work at a hotel on the night shift. Tonight, about 20 minutes into my shift, my security guard radios telling us he needs an ambulance to the staff break-room — for himself. We call right away, but he stops responding on the radio and we don’t know exactly what the issue is.)

Emergency Operator: “What is the problem he’s experiencing?”

Coworker: “Well, we’re not sure; he’s at the back of the hotel and we’re at the front, but he has had some documented medical issues recently.”

Emergency Operator: “Well, I need you to go to where he is and call me again from there with details.”

Coworker: “Okay.”

(She hangs up, and is about to start walking back, but barely gets five feet before one of the housekeepers radios again saying that the guard is having a heart attack. Not wanting to waste a moment, I tell my coworker to keep going but call for an ambulance again immediately.)

Me: “I’m calling from [Hotel]; our security guard is having a heart attack!”

Emergency Operator: “Okay, well, is he sitting up or laying down?”

Me: *thinking that the way this transaction should have gone was ‘I say heart attack, you say ambulance’* “What? I don’t know! I’m not where he is right now!”

Emergency Operator: *sounding annoyed* “I told the other girl that she needed to call me from where he is.”

Me: “Yeah, I know, but then we were told he is HAVING A HEART ATTACK! It’s a big hotel! I didn’t want to waste the time of her getting back there!”

(I actually had to radio to the back and get my coworker to tell me things like whether he was breathing and what position he was in before she’d send me an ambulance. Thankfully they got there in time — and yes, it was confirmed to definitely have been a heart attack!)

You Can’t Beat Traditional Parenting  

, , , | Right | June 16, 2017

(The phone rings at the front desk, but when I answer it I just hear it hanging up, so I call back to make sure everything is okay.)

Me: “This is [My Name] at the front desk; did you just try to call?”

Guest: “It must have been one of my kids. I’ll go beat them now.”

When A Punch Line Gets You Punched

, , , , | Friendly | June 16, 2017

(We are on holiday and are checking into our hotel.)

Receptionist: “How are you enjoying New York so far?”

Friend: “It’s great! I didn’t expect there to be so many [Racial Slur]s about!”

(The receptionist, who is black, glares at him.)

Friend: “Did I say it right? I heard that’s what white people did in America now.”

(That seemed to dissolve the tension slightly, and I’m hoping she just assumed my friend was making an off-colour joke with all the racial tensions being felt in the country. Personally though, knowing my friend, he was just being racist.)

Impolite With Or Without The Discount

, , , , | Right | June 15, 2017

(This guest has stayed with our hotel several times, always finding something wrong in order to take advantage of our 100% money-back guarantee if she’s not “satisfied.” She has the highest tier rewards points in the hotel chain as well. She’s also EXTREMELY unpleasant and we all dread dealing with her. She comes to check out, wanting to pay cash. She’s used a “points + money” rate of $40.)

Me: “Okay, your total is [amount]. How was your stay?”

Unpleasant Guest: “I’m not paying that. You need to take my corporate discount off.”

Me: “Ma’am, you didn’t book on a corporate rate. You booked with your reward points. I can’t take more of a discount off.”

Unpleasant Guest: “Yes, you CAN! I do this all the time.” *she doesn’t; never at this location, anyway* “Call whoever you have to call. Get my discount, NOW.”

Me: *smiling through teeth* “Of course.”

(I go to the back and call my manager, who confirms that no, we can’t take a discount off the rate. She’s only paying $40 a night anyway, and we’d be losing money if we gave her more of a discount. I return to tell Unpleasant Guest this fact.)

Unpleasant Guest: “I can’t believe this! You’re giving TERRIBLE customer service.” *makes a huge display of writing my name on her folio, the date, and the customer service phone number* “I can’t stay here and argue about it any longer. YOU need to learn better customer service.”

Me: *while taking her cash and giving her change* “I’m sorry you feel that way, ma’am. Have a great day.”

Unpleasant Guest: *as she storms away* “I’m sorry you LOOK that way.”

(I’ve never been so insulted by a guest in my life. My manager backed me up and sent her an email telling her to choose another hotel to stay on her next visit.)

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