Unfiltered Story #142703

, , | Unfiltered | March 4, 2019

(We have infamous Diamond Members, who are the top prized customers, and usually very unreasonable. We had a power outage earlier.)

Diamond: *on phone* “Is it power back on yet?”

Me: “Yes it is on now.”

Diamond: “Great. I’ll be there.”

(He hangs up, then arrives a few minutes later, very intoxicated.)

Diamond: “My key won’t work! F*** you and this f***ing hotel!” *tosses it at me* “First the blackout, now thisss!”

(Our keys are green, the one he tossed was brown.)

Me: “Sir, that is a key from a different hotel. That is not our key.”

Diamond: *looks vaguely shocked*

Me: *pointing* “See, it says right on here: [Totally Different Hotel’s Name] right on it.”

(He searched for something to retort but left and said nothing. Thank goodness!)

Unfiltered Story #142183

, | Unfiltered | March 3, 2019

(The owner’s son and his family have come to stay with us. I am checking them in.)

Me: *big smile* “Hello. Checking in, sir?”

Owner’s Son: *blank stare, nods*

(I’m not sure why he’s looking at me that way, but he does it all through the check in process. He answers my check in questions still with that blank stare.)

Owner’s Son: *to his kids* “Okay, come one kids, let’s go to our room.”

(His kids go up but he pauses.)

Owner’s Son: “Did you know that there is a car parked outside?”

Me: “No, I didn’t.” *goes to see* “Oh, that must be from the family that I’ve checked in earlier. I’ll call them to move it.”

Owner’s Son: *blank stare*

(Feeling a bit unnerved, I call the previous family and they say they’ll come to move it.)

Me: “They say they’ll come to move it, sir.”

Owner’s Son: *nods, then leaves hesitating*

(I think he is weird. Later my manager pulls me aside and said that the owner’s son complained about me and thinks my voice was too low and he didn’t hear anything! I guess he was psychically answering my questions. Luckily I was not punished.)

Unfiltered Story #142201

, , , | Unfiltered | March 3, 2019

(I work at a hotel were recently if a reservation is made online for same day check in, the online site won’t take a card to guarantee it since we have a 24 hour cancelation policy. This protects the guests from getting charged since obviously they’re outside the time frame to cancel without charge.)

I had a reservation come in after my shift started and it came in as a 4pm hold. A couple came in, stated the name (our only reservation at that time) and per procedure, asked for ID and form of payment. 

The woman told me that they paid online already. I explained that we don’t charge online and even if they guaranteed it with a card online, we’d still have to see the card at check in to match to their ID to make sure it’s a vaild transaction and the account is in their name, otherwise we have to consider it as fraud. (This is highly important as our card terminals will record if a transaction that has been processed was with a card that was swiped or if the numbers were just typed in. If a card isn’t swiped it can give the card holder room to argue that they weren’t there and the transaction was fraudulant.) 

After arguing about it for a few minutes I finally got them to give me a card. [And it was a major card company that you can load money onto or just link it to a bank account.] I went about explaining that that card is considered prepaid so we’d have to take a cash deposit to secure the room for incidentals which is returned at check out depending on the conditions of the room when they leave. 

The couple went about screaming that it’s not prepaid and they have it linked to a bank account so it will always process.  I tried explaining that they could unlink it at anytime and if no money was preloaded then the hotel would lose out on funds if anything happened to the room. They continued to argue about it for about five more minutes, stating that even with a bank account or credit card that if they only have so much available then it won’t process. I informed them that the majority of the time that those institutions usually cover funds past what’s available so it’s not really necesarry for a deposit. They didn’t understand and continued to argue.

I finally just said, regardless of what makes sense to them, it’s hotel policy and if they didn’t pay the deposit, they wouldn’t be staying here. So the girl keeps arguing but the guy whose name is on the reservation handed over the cash deposit. Then the card declined. She proceeded to scream at me that it declined because they already paid online and that was all the funds they have and that they only loaded enough on the card to pay for the room. And that it’s ridiculous that they have to pay a deposit because the card is linked to a bank account so it won’t decline. I informed them again that their reservation wasn’t even made with a card to guarantee it, we don’t charge online for legal reasons, and take the deposit for such situations like this.

So they started looking at his transactions on his phone to try and prove that they already paid. Then, without showing me the transaction logs, said “See, right there, there’s a charge for $102! It’s already paid for!” Meanwhile, I’ve already told them plenty of times that the room was only $70, so I asked them if it said it was from the [major chain hotel] and to show me that it was actually charged, they re-looked at it, huffed, then ran out the door….

Perhaps You’re Overselling Your Strategy

, , , | Right | March 1, 2019

Unfortunately, our hotel was oversold. I get it; getting sent to another hotel sucks. I don’t begrudge people being angry about it, but there is a point where you’re just making it worse for yourself.

A guest was extremely upset about being walked. We always pay for the cost of the hotel room that we relocate them to, but I was trying to figure out something else for the guest because of the hassle.

I offered a certificate for a free night’s stay. I offered them a free dinner at our restaurant. I offered them a free gift basket with champagne and strawberries for the next night, when we would be able to get them a room. I offered all of the above at once.

Everything I offered, the guest responded to with, “Well, it’s not about the money,” but then he would start going on about how we were going to have to do a lot for him. So, in desperation, I finally told him that, if none of my ideas appealed, we would be happy to do whatever he wanted from us if he just told us what that was. His response?

“I want you to do whatever you normally do in this situation.”

Cue me tearing my hair out.

I get that the situation is frustrating and unexpected, and being angry about it is a given, but when someone literally tells you that they will get you whatever you like to try and mitigate it, stonewalling is just making it worse on yourself!

Unfiltered Story #142169

, , , | Unfiltered | March 1, 2019

( I am a front desk agent at a hotel that’s located right off the main parkway running through town. I’m working third shift on this particular night.) 

Me: Thank you for calling (hotel name) this is (my name). How may I help you?

Customer: Yes, I need directions to your hotel. I have a reservation under (their name.)

Me: Yes sir, I do see your reservation. (I then give directions to the hotel. These directions are very simple. You get off the interstate and stay on the same road for 5 miles until you reach the hotel, which is facing the road with a well-lit sign.)

(Over an hour goes by when I receive this call.) 

Customer: This is absolutely ridiculous! I’ve driven miles past where YOUR hotel is SUPPOSED to be only to arrive and find a sign on the door saying the lobby is closed until 7:00 am. How the hell am I supposed to check in?

(This takes me off guard and I actually look outside, knowing there is no sign on the door and it isn’t locked. There also isn’t anyone waiting outside.)

Me: I’m sorry sir but I’m right here at the front desk. There is no sign on the door and our lobby is open 24/7. What businesses do you see around you?

Customer: Ugh! If you’d given me better directions I wouldn’t be out on a wild goose chase. (He complains a bit more then finally tells me what’s around him.)

Me: Okay sir, it sounds like you’re at (different hotel chain a few miles past us that does in fact close their lobby at night. I give him directions to the hotel from his current location.)

(I get a call roughly 15 minutes later from the same customer.)

Customer: Finally! It’s you again! I don’t know what kind of tricks you people are trying to play but I’m tired of it! I’m standing here at the front desk trying to check in and they claim that I don’t have a reservation and they’ve never even heard of you! 

Me: Sir, I am at the front desk desk and I am working alone. Is it possible you’re at another location?

Customer: Are you f****** kidding me? Of course not, I am at the ( same hotel chain) and that’s where i am supposed to have a reservation!

(There is another hotel that shares the same, popular, chain name in the town right past us. I look up the number and call on my cell phone while the man is still ranting and raving; I have him on mute on the work phone.)

Me: Hi, this is (my name) at (hotel name/ location). Is there a guest there by the name of (customer’s name) who is trying to check in but doesn’t have a reservation?

Other desk clerk: Yes… (she sounds kind of relieved as I explain the situation to her.I ask her to put the guest on the phone when he finally stops talking.)

Me: Hello sir. It appears you’re at the (same hotel chain) in (city name). Your reservation is for (hotel name/ correct city name). I’ll be happy to give you directions back to our location.

Customer: Oh no! I’ve had it with your directions! You’ve already gotten me lost twice tonight and I’m too tired to drive back there anyway! I’m staying right here!!

Me: 
(fed up from this man’s stupidity but still being professional)
I can cancel your reservation sir but you will be charged for tonight’s stay as it is past the 48 hour cancellation policy. 

Customer: It’s the same hotel! You don’t have to cancel the reservation! Just change the location!

Me: That isn’t possible sir. The hotels share the same franchise name but they are independently owned and operated. If you’d like to keep your reservation here I’m sure the desk clerk there will print you directions to get back to our property. It’s only 15-20 minutes away.

Customer: No! I’m not staying at your hotel and I’m not driving one more minute! Cancel the damn reservation since you’re refusing to help me! 

(He hangs up on me without giving the front desk clerk a chance to relay whether or not she will be able to accommodate him. I charged him for the room for one night. The cherry on the cake? He came in the next day, mercifully while I wasn’t working, and demanded he be given the room he paid for from the previous night. He received nothing!)

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