Sea-Gullible

| England, UK | Right | July 27, 2016

(We are a hotel right on the sea front.)

Guest: “I would like to move rooms, please.”

Colleague: “Is there anything I can help with?”

Guest: “I would like to move down the hotel as the seagulls are keeping me awake.”

Colleague: “I’m really sorry; we don’t have any available rooms. We are by the sea; there are going to be seagulls everywhere.”

Guest: “Oh. Is there anything that you can do to make them quiet though the night?”

Supervision Derision

, | Philippines | Right | July 27, 2016

(I am working for an off-shore call center that makes reservations for a big hotel chain. Sometimes guests would like to be connected to the hotel they are booking their room with. For most of the hotels we can ring their front desk directly and transfer the guest but some of them are a little strict due to the busy location of the hotel; therefore, they only accept calls that are out of our area of expertise. Should we need to contact these hotels, a supervisor gets involved to make sure the transfer is valid. After 30 minutes on the phone I have to connect the guest to one of the strict hotels for directions around local attractions for which I have no idea about. It should be noted that the guest is very talkative and extremely nice all throughout the call, and because of this the usual booking that only takes three to five minutes is extended.)

Me: *to my supervisor* “Hey there, I need to connect a caller to this [Hotel] for directions at the local area.”

Supervisor: “Sure, my pleasure. Send her over but no need to introduce me.”

(Now on a three-way conference, but with the supervisor not talking. I assume on mute:)

Me: “Hi there, Mrs. [Caller]. Thank you for waiting. I will be connecting you now to the hotel’s front desk as promised. Please stay on the line and you may hear some background music play until the front desk will pick up.”

Caller: “Oh, sure, honey, take your time. Thank you so much for being so nice and helpful. Now you have a bright and shiny day, child.”

(Suddenly my supervisor, on the line, starts coughing. Both I and my caller are startled.)

Caller: “Whoa. Darling is that you? You might be dying.”

Supervisor: “Oh, crap! I forgot to mute. Excuse me.”

Caller: “Now who the h*** is that?!

(After a few seconds of silence. Most likely my supervisor took the time to clear his throat.)

Caller: “Helloooo?! Helloooo?!”

Supervisor: “Oh, hi, Mrs. [Caller]. I am [Supervisor].”

Caller: “Now, hold on just a minute! Were you just eavesdropping on our call? Young man, that is a very, very rude thing to do!”

Supervisor: “I apologize but—”

Caller: *in a very stern tone* “No! Excuse me. I am not finished yet. Your mother obviously didn’t teach you any polite manners. It is rude to eavesdrop to someone else’s phone call especially if it is a private conversation! You should learn some good manners from [My Name]!”

(She went on, lecturing him about good manners and what the bible teaches. I couldn’t help but burst out laughing on the other line while I eavesdrop on them for a few more minutes (unlike my supervisor, I didn’t forgot to mute). And to make it worse, she asked for a supervisor and he desperately tried to explain that HE was the supervisor.)

A Golden Opportunity To Complain

| ND, USA | Right | July 14, 2016

(I work as a night auditor and part of my job is making reservations. One night I get a call from a gentleman that needs a room on a night that we are sold out. I inform him we are full and this is his response:)

Caller: “But I am a Priority Club Gold member. My room is guaranteed!”

Me: “Yes, it’s guaranteed IF there is availability, but we are completely booked.”

Caller: “But I’m Gold; you have to give me a room!”

Me: “I again apologize, but we are full on that night.”

(He cussed me out and hung up. I sometimes wonder if people realize that when they argue, it’s pointless. I mean, I’m not a carpenter, so I can’t build them a room!)

Never Fall Asleep With This Guy Again

| Los Angeles, CA, USA | Friendly | July 12, 2016

(I take a trip out of town for a ping-pong tournament. I and my teammate stay late at a tournament in LA so we check into a hotel in the area. It is about three am before we are settled in the room. I am watching TV on my bed while my teammate is replacing the rubber padding on his ping pong paddle in anticipation of the next game. I fall asleep while we’re talking and the next day while in the lobby waiting to be checked out, my teammate let out this:)

Teammate: “Hey, by the time I finished putting on my rubber, you’d fallen asleep!”

Refuses To Put The Issue To Bed

| NC, USA | Working | July 11, 2016

(The hotel I work at has 78 rooms total and when we have big events or large groups coming all in the same night we’ll schedule two front desk clerks. When we know we will have a large amount of rooms sold to the same group of people like this, we usually hold four rooms under our manager’s name for emergency situations. Tonight I check-in a guest. I always ask if the number of nights and room type are correct, but not every guest pays attention to this. This is the case with one of our guests and shortly after checking-in my coworker answers a call from their room while I’m checking another guest in.)

Coworker: “It says right here that you are suppose to have a single king bed, not a room with two queens and I have no other rooms available tonight because we are sold out.”

(Guest speaks a bit on the other end which I can’t hear.)

Coworker: “As I said, I am sold out of rooms tonight; I have nowhere else to change your rooms.”

(Guest speaks again.)

Coworker: “Yes, I know, but I don’t have a room with two queen beds I can put you into because we are sold out.”

(I’m finished with my guest and try to point to my manager’s name in the arrival list which she ignores.)

Coworker: “There really is nothing else I can do. We are sold out tonight.”

(I try to get her attention again and point to my manager’s name so I don’t interrupt the phone call. My coworker nods that she sees it, but yet again she tells the guest she can’t do anything for her, then hangs up on the guest without notice, which is frowned upon.)

Me: “[Coworker], you know that the rooms held under [Manager] are for situations like that so we can keep the guests happy, and fix any issues like this that might come up. Why didn’t you change the room types for her? We have two queens available under [Manager] right here.”

Coworker: “She told me she had the room type changed. It’s not our fault she changed it, so we shouldn’t have to do anything.”

(Again this is not something that would be acceptable at our location or company, something she should know by now since she’s worked here twice as long as I have.)

Me: “Which guest was it?”

Coworker: “Don’t worry about it; let her deal with what she’s got herself into.”

(I am worried, because I know that the guest could post a bad review which would cause management to look into the issue, the chances of my name being listed are high since I work at a faster pace, and I don’t want to get in trouble for it. She refuses to tell me any information on who it was and I sigh internally. Moments later the guest comes down.)

Guest: “I called a while ago about changing my room type; there is only one bed in there and I asked for two queen beds before we drove into town. There is no way my husband, two coworkers, and I could possibly all sleep in one bed!”

Me: “I’m very sorry about that, ma’am. What room number are you in?”

Guest: “[Room Number]. Is there anything you can do for me? I know your coworker said that you are sold out, but I’ve worked in a hotel myself and sometimes you guys will hold rooms for things like this. Do you guys do something like that here?”

(I go to look into the issue under the information given to me and go to try and comfort the guest and reassure her that I will look into the matter and make sure I have the room type she needs for all four nights she is staying here when my coworker comes over and interrupts me.)

Coworker: “It shows when you made the reservation 20 days ago that you had it as a room with two queens and later changed it to a single king. We don’t have the rooms available to change it for you. It’s your fault, not ours, that you decided to change it.”

(I’m shocked, I’ve never heard her BLAME a guest before. She’s never been good at rewording things to at least sound polite but never BLAME the guest. I look and I do see that it went from two queens to a single king, but it could have easily been a misunderstanding when things were made or adjusted. The guest understandably has a look of shock on her face when she hears my coworker’s words.)

Me: “I’m sorry, ma’am, but I will look into the issue for you and see what I can do. I know I have a room with two queens available for you tonight, but I have to make sure I have all nights available for you.”

Guest: “That’s okay, I understand. Thank you for looking into making this change for me. We certainly can’t sleep four adults in one bed and I need to make other plans if we can’t make these changes.”

Coworker: “We don’t have the rooms to change you around. It’s not our fault you changed it to a king.”

Guest: “But I didn’t change it to a king. I changed it to two queens.”

Me: “I’m sorry, ma’am, about all of the confusion. I will get this sorted out for you.”

Coworker: “It’s not our fault you changed it to a single king. We are sold out. You’ll just have to deal with the room you have.”

(This circle of me apologizing and my coworker continuously digging herself into a hole for no reason kept happening for a couple of minutes before the guest decided to ignore my coworker and thanked me again for helping, but still looking worried over my coworker’s words and behavior. I was able to change her to the room she needed without any issues, making sure I apologized for the inconvenience several times. The guest was very understanding and assured me she was just happy I didn’t listen to my coworker and managed to make the adjustment for her, all the while my coworker kept insisting we were not at fault.)

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