The Microwave Wasn’t The Safe Option

, , , | Right | January 3, 2021

I am working at the front desk of a mid-level hotel. We have a full house because of a Phish concert nearby. The rooms do have a mini-fridge and coffee setup but no microwave unless requested.

Guest: “Can I have a microwave delivered?”

Me: “Sure, I’ll send one up in a few moments.”

About an hour later, the guest calls again.

Guest: “The porter delivered the microwave but it doesn’t seem to be working.”

Me: “I’m sorry, I’ll send a new one up and ask that they test it when it arrives in the room.”

I never hear from the guest the rest of the night but the porter confirms that it did work. The next day, the guest calls down, irate.

Guest: “I’ve had five microwaves sent to my room and not one has worked! I’m not paying for my room because I couldn’t eat during my stay!”

Me: “I’m so sorry for your experience! I spoke with you last night and did send a new one but only one replacement. Did you have further issues last night? I left six hours after your last request and the porter confirmed that the microwave worked upon delivery.”

Guest: “Are you calling me a liar?! I wasted over an hour trying to find something to eat and went to bed hungry!”

Me: “I’m sorry to hear that! Did you contact the front desk to fix the issue?”

Guest: “Of course, I did! They told me there was no other option; you made me starve all night!”

Me: “Were you made aware of the full-service restaurant in the hotel that has food available twenty-four hours a day or the snack market that is also open twenty-four hours a day?”

Guest: “Of course! I won’t pay those prices because it’s a total scam to pay $2 for a bag of chips!”

Me: “Would you mind if I came and checked the microwave in person so I can see if it’s an electrical issue or the microwave?”

The guest agreed and I went to the room. I found the average, plugged-in microwave to be in perfect working order. That’s when the guest turned bright red and admitted they thought the room safe located in the closed cabinet below the dresser was the microwave.

Shortly after, I got a call from housekeeping asking if they should keep the spoiled food that was locked in the safe.

The guest paid full price for the room. I did find out later that the night audit tried to bring a new microwave, offered to heat the food in a break room, and offered several choices of delivery restaurants or all-night restaurants, as well as the on-property options. The client declined.

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