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They Listened To You Right

, , , , | Right | August 30, 2021

One of our guests approaches the front desk.

Guest: “Hey, can you give me directions to [Shop]? I heard it was close by.”

Me: “Of course, sir. When you exit the hotel, turn to the left and continue straight on until you see the municipality office. [Shop] is located right next to it.”

Guest: “So, first to the left and then straight on?”

Me: “Yes, that is correct. Left and then just straight on until the municipality office.”

Guest: “Thank you!”

We can see the exit from the front desk, and I see the guest promptly turning to the right. Never in our conversation have I even said the word “right”. Sometime later, the same guest returns to the hotel.

Guest: “So, somehow I wasn’t able to find [Shop], and I really looked everywhere! Luckily, I found an alternative shop and I could buy what I needed. Bye, now!”

I wish this same scenario happened rarely, but it is, unfortunately, really common.

It’s Always The Last Date You Think

, , , , | Right | August 6, 2021

Me: “You have reached [Call Centre]. How may I help you?

Caller: “I need to add my daughter to the membership.”

Me: “Okay, we can do that. I just need her name, date of birth, phone number, and email, and we’re good to go.”

Caller: “Her name is [Daughter] and date of birth… uh… now when was that again? It’s in winter, I know that much.”

Me: “Do you remember the month, perhaps? Maybe you could check with someone?”

Caller: “I think December? I’ll check, just a moment.”

A couple of minutes go by and he comes back. 

Caller: “Yeah, December 31st!”

Me: “Soo, New Year’s Eve?”

Caller: “Yeah, that’s right!”

They Should Have Called Her Eve

, , , , , | Right | January 29, 2021

I receive a call from a dad who wants to add his daughter to his membership. 

Me: “I can certainly add her to your membership. I need her name, date of birth, and phone number.”

Dad: “Her name is [Daughter] and I can find her phone number on my cell right here, just a moment… It’s [number].”

Me: “Thanks, now I only need her date of birth and we’re all set.”

Dad: “Yeah… I don’t remember the exact date. I know her birthday is during winter… Uh, let me think… Yeah, it’s definitely in December. Hold on; I’ll ask my wife.”

I wait for a minute or so and he comes back. 

Dad: “It’s December 31st!”

Me: “Soo… New Year’s Eve?”

Dad: “Yeah, that’s it!”

It happens from time to time that people forget their children’s birthday, but how is it possible to forget when it’s on New Year’s Eve?

NoReply Email Fail

, , , | Right | January 15, 2021

This particular customer has been emailing back and forth with several of my coworkers. He is disputing a charge to his credit card.

Customer: “I’ve emailed you over a month ago to cancel my subscription!”

I take over the case, and he sends me a copy of the email he sent. I take one look and immediately see what the problem is.

Me: “I can see from the information you have sent me that you sent your cancellation to an unmanned email address. This is an address that our system uses to automatically send confirmations and such to customers. Emails sent to this address do not reach our customer service centre.”

Customer: “And that’s my fault?!”

Yes. Yes, it is.

There Is Non-Existent Room For Improvement

, , , , | Right | December 4, 2020

This happens when we are remodeling the third floor at our hotel. It is important to mention that, at this stage, all the rooms on this floor have no fabrics (e.g. linens, towels, curtains, etc.) and no locks on the doors. However, the beds and mattresses have already been installed.

A guest who is looking very tired and smelling quite a bit like last night’s alcohol comes down to check out.

Guest: “I want to check out, and I want to complain that I was woken up very early by a construction worker that suddenly walked into my room!”

I am a bit shocked.

Me: “I am terribly sorry to hear that! That certainly has never happened before! Please, what was your room number?”

Guest: “Number 310.”

Me: “Are you quite sure about that number, sir? The third floor is currently not in use; perhaps it was number 510?”

Guest: *Suddenly insulted*No! I was in 310! I would know my room number, don’t you think? I am not stupid!”

Me: “Of course, sir. Again, I apologize. I will have our hotel manager talk to the construction crew manager about their employee immediately since this is not supposed to happen. What was your last name, sir?”

Guest: “Mr. [Guest], and I am not after any compensation, but you really should speak to them.”

Me: “I will investigate the matter immediately, sir. Again, my apologies, and thank you for letting us know.”

I check our system and it shows that he was checked into room 512. But since his stay was already prepaid by his employer, I simply check him out and he leaves the lobby. A few minutes later, he comes back; he seems quite upset.

Guest: “I don’t have my wallet or my wedding ring!”

Me: “Oh, dear. I will have a housekeeper check your room immediately.”

Guest: “I bet that construction worker has stolen it!”

Me: “I am sure that is not the case. Do you want to wait here while we check?”

Guest: “No, I have some other things to do now but I will come back soon! You’d better find it! If you don’t find it, I will call the police!”

Me: “I am sure we will be able to locate your items, sir.”

The guest leaves again and a housekeeper immediately checks room 512 but finds nothing; in fact, the room seems unused. On a hunch, I ask her to check 310. What do we find there? Yes, his wallet and wedding ring are on the floor under the bed! This guy just slept a full night in a room with no curtains, no locks on the door, and no blankets or pillows on a bare mattress. He couldn’t even take a shower because there were no towels or soap dispensers installed yet. Presumably, he was too drunk to notice. And yes, we found out later that, indeed, a construction worker had entered the room to check some things. As you can imagine, he was terribly surprised to find a person there.

We managed to give the wallet and ring back to the guest and we explained what had happened. He left quite sheepishly, never to be seen again.