Wish You Could Throw Customer Service Out The Window

, , , , , , | Right | November 28, 2017

(I work front desk at a hotel and I get a call from an in-house guest.)

Customer: “Yeah, I’m in 417 and all my light bulbs are burnt out. I have no light in here and I’ve got work to do. Can you send someone up here to fix them, please?”

Me: “Absolutely, ma’am. I’ll be right up.”

(I highly doubt that all of her bulbs are burnt out, so I grab only two spare lights and head upstairs to see what the problem is. I get to her room and knock.)

Me: “Hi! So, which lights are not working?”

Customer: “None of them! They won’t turn on; I’ve tried everything.”

(I walk over to the first lamp, turn the switch, and the light comes on.)

Customer: “Oh…”

(I go to the other lamps on either side of the bed, turn the switches on each of them, and they both turn on. I repeat this with each light in the room, turning knobs and flipping switches; they all work.)

Customer: “Well, I feel stupid now.”

(In my mind I’m thinking, “Well, that’s because you ARE stupid,” but of course, I don’t actually say that.)

Me: “Oh, no worries; those lights can be pretty tricky sometimes. Is there anything else I can help you with?”

Customer: “Yes, actually, can you close that window for me? I had trouble getting it to open all the way, and now I can’t close it.”

(I go to close it and notice right away that the window is open ABOVE the little plastic piece that normally keeps the window from opening more than seven inches.)

Me: “Well, this is odd.”

Customer: “Yeah, I had to force it open; I hope I didn’t break it.”

Me: “Yeah, I’m going to go grab a screwdriver to try to fix this. I’ll be back in a moment, okay?”

Customer: “Sure, no problem. I really hope I didn’t break it.”

(I go put away the two unused light bulbs, grab a screwdriver, and head back upstairs. As soon as I try to fix it, I see exactly what the problem is.)

Me: “Well, it looks like someone forced this window to open above the plastic guard. See that plastic bit that the window was resting on? That is supposed to stop the window from opening any further. Somebody forced the window up past it, and now the mechanism is broken. See here?” *I point to a large, cracked piece of plastic on the window itself* “It’s cracked and broken, and the little mechanism inside is stuck. I won’t be able to close it. I think you did, in fact, break it when you forced it open, so most likely you will be billed for the damage.”

Customer: “Oh, but I never forced anything! It was already like that when I checked in; the window was already open!”

Me: “But you just told me you hoped you didn’t break it because—”

Customer: “No, I never said I had trouble opening the window, or that I forced it. I never told you those things earlier. So… Can I get a new room?”

Me: *sigh* “Yes, ma’am, I will get you a new room.”

(We only had one other room of that kind available, but the customer didn’t like it because there was no desk in it. She insisted on a room with a desk, so I ended up upgrading her and increased the price accordingly. She fought with the manager the next morning, and eventually my boss gave the upgrade for free and decided not to bill her for the damage. His logic was that the guest would be happy and come back. She ended up leaving a very negative and false review of our hotel, and she never came back. She was a one-shot guest who caused more trouble than she was worth.)

Trying To Get A Cheap Room Is A Team Effort

, , , , , , | Right | November 27, 2017

(A man calls the hotel. He is obviously inebriated.)

Caller: “Yeah, what is the cheapest room you guys have?”

Me: “That would be our standard room with one bed, and that is currently going for $106 per night.”

Caller: “What?! Why the h*** is it so expensive?! I just had a room with you guys and I only paid $62, and that was for a larger room for two nights? What the h***?”

Me: “$62? That doesn’t sound like anything we offer here, and we haven’t changed our prices in nearly three years. When did you stay last?”

(He gives me the date and his full name. I pull up the reservations and verify the price.)

Me: “So, you stayed here on [dates] in a room with two queen-sized beds, for four people; is that correct?”

Caller: “Yes, that’s me.”

Me: “And you paid cash and debit?”

Caller: “Yes. No, I only paid cash, no debit, and it was $62 all together.”

Me: “Well, let’s see, your address is [address]?”

Caller: “Yeah! That’s me! It was $62 for the two nights, right?”

Me: “Actually, sir, it says here you paid $109 plus tax, and you paid a combination of cash and debit for a total of just under $250.”

Caller: “Okay, yeah, but you guys gave me a discount because there were teams there and they were making noise.”

Me: “I’m looking at your bill, sir, and there was no discount applied anywhere. Even if there were, I still couldn’t give you a room at that price. The discount wouldn’t apply.”

Caller: “Well, are there any teams coming in this week? If there’s a team I can get it for $62, right?”

Me: “Sir, we don’t offer discounts just because we have teams staying here; that’s not how we do business.”

Caller: “Well, what the f***?! You guys don’t believe in courtesy and comfort? How the h*** can people sleep when there are teams there, playing in the halls and making noise? I can’t sleep when you have teams in, so I should get a discount. That’s f***ed up!”

Me: “First of all, if we had people playing in the halls and making noise we would kick them out; we would not allow them to disrupt our guests and then just offer a discount for the inconvenience of not being able to sleep. That would be ridiculous. Second, we’ve never, in seven years that I’ve worked here, had a hockey team behave in that way. In fact, we pride ourselves in the fact that we work so closely with these teams, and they are nothing but kind and courteous. Third, if you know, as you claim, that you can’t get any sleep here when we have teams, why would you specifically ask for a room on a night when we have a team in? That makes no sense. In any event, the room is $106 plus tax per night, breakfast included. If you want a room, I will happily rent to you at this price, but I have to ask that you sober up a little before you come to check in; we have many guests in tonight and I wouldn’t want to disturb anybody.”

Caller: “You’re f****** crazy, b****! This is a s*** town for losers to live in. I can get a suite in [Big City four hours away] for $30, tax included!”

Me: “Really? Because I was there a couple months ago, and the cheapest rooms were the dingy road-side motels that were going for $89.”

Caller: “Okay, yeah, I lied. Just give me a f****** room; it’s my girlfriend’s birthday.”

Me: “Sir, based on your behavior during this call, I will not be renting to you this evening. I suggest you try the truck stop motel across the bridge; they are the only other place in the area that charges less than us, and they have a bar and restaurant on site with security. You might be more comfortable there. Have a good night.”

(I hang up, message my boss to tell her about it and she tells me I did the right thing. An hour later, a well-dressed woman in an expensive luxury car pulls up. As I’m getting her information, I realize that the address is really familiar.)

Me: “Um, I’m sorry, but are you in any way related to [Caller]?”

Customer: “Yes! He’s my boyfriend. I think he spoke to you earlier, correct?”

Me: “Um, yes, he did, and honestly, after that, my boss and I are not comfortable renting to him.”

Customer: “You see, this is how it is. My boyfriend is full of s***. Last time we were here, I paid for the room myself on my debit and covered the rest in cash. We were here with another couple, and at the end I split the final bill between the four of us, and he paid me back his share, which was $62. He got it in his drunken little head that the room only cost $62 for the two nights. When he finally got off the phone, I told him he was an idiot; that’s why he’s sitting in the car waiting for me instead of standing here beside me.”

Me: “Oh… well, okay, then. I guess I can rent to you, but I do need a cash deposit, and I need your word that there won’t be any problems tonight. If there are, my boss will have my head tomorrow.”

Customer: “I promise that there will be no issues. We have three kids, and it’s impossible to get any time alone for whoopee, you know? This is like a treat for us. I’ll keep him busy for you; no worries there, hun.” *winks*

(I ended up renting them the room for two nights, and there were no issues, but the man refused to make eye contact with me for the duration of their stay.)

Should Be Angrier That Your Husband Forgot Your Name

, , , | Right | November 26, 2017

(I work in a hotel.)

Caller: “Can I have Room 400?”

(As we were trained, I ask for the name of the person that he wants to speak with.)

Caller: “Just give me Room 400!”

Me: “Sir, I cannot transfer you over there unless you give me the right name.”

Caller: *curses and hangs up*

(I forget all about it until a few moments later. The phone rings and I pick it up.)

Caller: “[Guest]! Can I have [Guest]’s room, please?! Room 400!”

(I check it and it’s correct, so I transfer it. A few moments later, the guest and a man come over with angry expressions.)

Guest: “I’m [Guest]! This was my husband trying to get connected to me because our daughter was in the hospital! Why didn’t you transfer him immediately?!”

Me: “I’m sorry, ma’am, but our policy is not to transfer unless they know your name.”

Guest: “It was an emergency!”

Me: “It helps stop scammers.”

Guest: “HE WAS NO SCAMMER! HE WAS MY HUSBAND! MANAGER, NOW!”

(No matter how we tried to placate her, she would not stop screaming. What a cuckoo.)

Walked Into A Happy Resolution

, , , , | Hopeless | November 25, 2017

(Due to various circumstances I find myself finishing work at 2:30 am one night. The rest of my team is travelling on to a different job, and are going nowhere near the hotel I’m checked in to. I’ve already tried the taxi number I was given at the hotel, but there are no cars available. I try over twenty more numbers given to me by Google, but the only company that answers doesn’t have anything available to go to a small, rural town to collect just one person. I decide that I can walk the eight miles back to the hotel instead. It’s unlit most of the way, and about two-thirds of the way there I end up on a road without a pavement, but I make it safely in just under two-and-a-half hours. The night receptionist is outside smoking when I arrive. We chat for a bit, and I explain what I’ve just done.)

Me: “Breakfast, then a nap, then home, I think. What time’s checkout?”

Receptionist: “It’s at noon, but… Yeah, do you want a later checkout?”

Me: “Nah, work won’t pay for it.”

Receptionist: “I’ll put it in as a freebie. You’ve earned it.”

Me: “Well…”

Receptionist: “You’ve just walked farther in one night than I will in a month. There! You’re booked in for a 2:00 pm checkout. Plenty of time for breakfast and a nap.”

Me: “Thanks!”

(I got enough sleep to manage the three-hour train journey home safely, thanks to that receptionist.)

Giving Direction, Sans The Right San

, , , , , | Right | November 25, 2017

Me: “Thank you for calling [Hotel]. How may I help you?”

Caller: “I need directions to your hotel! I am lost!”

Me: “Ma’am, do you know where you are at this moment? On a specific highway? Do you see any signs?”

Caller: *starts telling me street names and buildings she’s passing*

Me: “Ma’am, I am sorry; I don’t know where that is. You need to go onto I-35 North, toward Austin.”

Caller: *gets frustrated* “You are horrible at giving directions. How are you working at a hotel and can’t even give me directions to your location!?”

Me: “I am sorry, ma’am, but I don’t recognize any street names you’re naming. San Antonio is pretty big.”

(After about fifteen minutes of me trying to tell her which general direction to go and her getting frustrated with me:)

Caller: “Ugh, I’m never coming to San Diego again!”

Me: “Ma’am, you’re calling me in San Antonio. I don’t know directions in San Diego.”

Page 3/13212345...Last
« Previous
Next »