Complaining For Complaining’s Sake

, , | Right | May 3, 2018

(I get a call at midnight from some lady that just has a “feeling” that something wis wrong with her reservation at our hotel. I check the computer for her name.)

Me: “Ma’am, the computer says it’s been canceled.”

Customer: “What?! I didn’t want it cancelled! All right, I did, but I asked for it to be rebooked so I could get a low price!”

Me: *pause* “Well, I would book it for you again, but we’re sold out now.”

(She screams breathlessly at me for almost an hour. Unreasonable, since I wasn’t the one who cancelled it. In a panic, I call my manager for some advice. After explaining, he says, yawning, to just ignore her. But she keeps calling, and our phone doesn’t have caller ID. Finally, after six hours of dealing with her, someone cancels their reservation, so there is a room for her now. She is super lucky, as this is very rare. After telling her the good news, she says:)

Customer: *suspiciously* “You sure? Sure? You’re not kidding? Okay… Well, that’s good.”

Me: “Yes, ma’am, and I’m sorry for my coworker cancelling your reservation; maybe she misunderstood?”

Customer: *finally gets it* “Yes, maybe… And sorry for blaming you.” *hangs up*

(I thought everything was finally all right, but no. The next morning, the lady came to check in, and complained about everything: the decor, the service, the pool, the food, the walls, the beds, the furniture, everything. She hated everything. She left us our first poor review in a long time. The manager was furious and blamed me for everything. Guess I should’ve done what he said and ignored the crazy b****! I learned my lesson. Always do what your manager says!)

Has No Fs To Give After That

, , , , | Right | May 1, 2018

(We have a very odd layout in the parking lot of the hotel where I work, and I am very much aware, as the guests point this out to me constantly. This happens to me at least once a day:)

Guest: “Your parking here is absolutely horrible! Why did you build it like this?”

Me: *in my head* “I’m ever so f****** sorry. I’ll make sure to rebuild it the f*** over right a-f******-way, because I’m obviously a f****** construction worker, and that’s why I’m working the front desk at a f****** hotel, you f****** moron.”

No Room For Error On Their Part

, , , , , | Working | May 1, 2018

(I’m traveling with my parents and a friend for vacation. My mother and I arrive a day before my father and my friend fly in, so Mom and I share a room the first night and have two rooms booked the second night. Because of this, the two rooms are on separate reservations. We are assured by the desk worker that he has changed rooms around so that one of the rooms will be the same one we stayed in the night before. However, in the middle of the night, after my friend and I have gone to sleep and closed the security bar…)

Random Family: *banging on the door at midnight*

Me: *just woken up* “Um, this room is occupied!”

Random Family: *continues to try and open the door* “But we were told this was our room.”

Me: “I don’t know what to tell you. We are in here!”

(The next morning, our keys don’t work to get in after breakfast. My mother, who is a rewards member and booked the room, goes with me.)

Desk Agent: “How can I help you?”

Me: *explains the situation, hands over key*

Desk Agent: *accusing* “You are not supposed to be in that room. How did you get in?”

Me: *confused* “With the key?”

Mom: *now angry* “We were in that room the night before last, and the agent yesterday let us keep it. Now my daughter tells me another family tried to get in in the middle of the night. What is going on here?!”

Desk Agent: “You weren’t supposed to be in that room! Tell me how you got in!”

Me: “With they key! I certainly didn’t fly in through the balcony.”

Mom: “Manager, now!”

(It turned out a glitch in the computer system had reset the rooms overnight. An understandable issue, but implying that the customer broke into a room when you can see they have a reservation is a bit much. The manager fixed the issue, thankfully.)

Ungrateful Hateful

, , , | Right | May 1, 2018

(This is a story told to me by a friend. She is checking into a hotel with her family when a guest in the line next to them starts yelling.)

Guest #1: “This is unacceptable! We traveled all of the way here for my daughter’s college interviews, and you just gave our room away?”

Hotel Clerk #1: “I’m very sorry, but it appears we did give your room away. We are completely booked, but I can call—”

Guest #1: *interrupting* “You can’t do this to us! Where else are we supposed to stay? We don’t know anyone here! How is she supposed to prepare for her interviews and get any rest with no place to sleep?”

Hotel Clerk #1: “I apologize for the mix-up. If you’d like—”

Guest #1: *interrupting again and now starting to cry* “This is just unacceptable! You’ve ruined her chances at getting into a good college! What are we supposed to do?”

Friend: *quietly to her parents* “You know we could share a room; I don’t need my own. Do you guys mind?”

Her Mom: “Are you sure?”

Friend: “Yeah, he seems really upset.”

Mom: “Excuse me, sir? We have two rooms, but we’re willing to give one of them up so you and your daughter can get settled in.”

Guest #1: “How many beds does it have?”

Mom: *taken aback by his snappy tone* “Um, one queen.”

Guest #1: *sneering* “And just what are we supposed to do with that? Share it?”

Hotel Clerk #2: *cutting in* “We do have rollaway beds, sir.”

Guest #2: *his daughter* “Ugh, whatever. Just give us our room already.”

(The clerk gets the guest and his daughter checked in.)

Guest #1: “This is ridiculous. One bed for two people. Absolutely ridiculous!”

Friend: *under her breath as they walk away* “Well, if I had known they were going to be that ungrateful, I would have just kept my room.”

A Fraudulent Waste Of Time

, , | Right | April 26, 2018

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

Representative: “Hello, my name is [Representative], and I’m calling from the fraud department of [Third-Party Travel Site]. May I speak with a manager, please?”

Me: “I’m the guest services manager; how can I help you?”

Representative: “I’m calling in regards to a reservation made for last month on the sixth for two nights. The name of the customer is [Customer], the confirmation number is [number].”

Me: “Okay, let me just pull that up… Okay, yes, I have it here. What can I do for you?”

Representative: “I’m calling because the customer has just informed us that you turned him away at the front desk because you had overbooked your hotel, and he was forced to stay elsewhere, despite the fact that our company card was charged for both nights. According to the system, you were not fully booked that night, and we will need to be reimbursed for the two nights so that we can reimburse the client. We will also be launching a formal investigation, since this is considered to be fraudulent business practice.”

Me: “Oh, I see. Well, according to what I’m seeing in my system, this customer checked in on the correct date at 5:37 pm, and checked out at 7:21 am two days later. I’m seeing that he incurred just under $4 worth of long distance charges ,which he paid for with his own personal credit card, and we even have him down for a 6:00 am wake-up call for both mornings. It would seem to me that he was, indeed, here. Could we be looking at the wrong reservation?”

Representative: “The client did not stay at your hotel; you need to find out who your employees gave the room to, then, because it was not him.”

Me: “Okay, can you hold the line for a couple minutes? I’m going to pull up his registration card from the audit. It won’t be long.”

(I go find the registration card and quickly pull up the security footage from the day and time that he checked in. I take a still shot and print it out.)

Me: “Hi! Thanks so much for holding.”

Representative: “Mm-hm.”

Me: “So, from what I’m seeing here, this customer signed his registration card on the three spots indicated at the time of check-in. He also filled out his full address and vehicle information on the front, and provided his credit card for incidentals, which he verified by inputting his PIN. The credit card number ends in [numbers], and the expiry date is [date]. Would that by any chance be the same card the customer used to pay you for his reservation?”

Representative: *pause* “It does appear to be the same number. His card could have been stolen, though. This customer has provided me with a receipt from the other hotel where he stayed; why would he stay somewhere else if he stayed at your hotel?”

Me: “I’m not sure, sir. I can fax you his signed registration card so that you can see his signature. I also took the liberty of printing out a screen shot from our front desk security camera, which shows him checking in.”

Representative: “That would be great. I have a copy of his driver’s license and credit card here, so I can compare the pics and signature to prove he wasn’t there!”

Me: “Okay. You do that. What is the best number to fax this to?”

(He gives me the number, I fax it over, and we shoot the breeze about the weather, etc. About two minutes later, he gets the fax.)

Representative: “All right, I got it. Now, the signature on your registration card…”

Me: “Yes?”

Representative: “Um…” *clears his throat* “It would appear that this client did, in fact, sign this document. The picture matches, too; he was there.”

Me: “Yes, as I said, he was here. We wouldn’t give away a prepaid room to some random person; we have more respect for our business than that, and none of my staff are that dishonest.”

Representative: *clears throat* “Well, the document he sent me is mostly handwritten, and at closer look it appears to be fake. I will have to contact the other hotel to confirm that he was there and I will, uh, get back to you.”

(I never heard from the rep again. What a waste of ten minutes.)

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