They Have No Reservations About Not Touching Their Reservations

, , , | Working | October 1, 2018

(My hotel chain does system-wide maintenance every Saturday night into Sunday morning. It can take anywhere from two to eight hours each time. The official word from IT is not to use our reservation system AT ALL during this time, but that is, of course, an untenable solution that I generally ignore. This particular Saturday, I get a call at around midnight.)

Guest: “Hi, so, I have a bit of a problem. I’m a team member, and I made a reservation for my wife under the family rate at [Related Brand Hotel]. But, uh… they’re telling her they can’t check anyone in until three am because of system maintenance. Is your system under maintenance, too?”

Me: “Er, well… Technically, yes, but I’ll tell you right now that I don’t follow that silly rule. And even if I did, there are ways to get around the maintenance. They could make her keys and note her information, and just check her in once the maintenance is finished. They won’t let her check in at all?

Guest: “They won’t! It’s ridiculous! They want her to wait until three with two toddlers, or go to another hotel that isn’t [Brand]! I’m a coworker, for God’s sake!”

Me: “I am so sorry you’re having such problems with them.”

Guest: “It’s not your fault. Oh, but it’s after midnight… I’m not going to be able to book for tonight anymore. Agh, and it’s not showing me prices for tomorrow!”

Me: “Don’t worry about it. I’ve got another team member in house. I’ll reference their price and force in a reservation for her. Just give me your member number so there’s proof she’s here on a family plan.”

Guest: “Oh, God, thank you so much! My number is [number]. She’ll be there in about twenty minutes!”

(His wife arrived and I checked her in with no problem. They were super sweet and grateful, and I agreed with them that the other hotel was being ridiculous. A hotel can’t just refuse to touch their reservations for hours on end on a Saturday night; I don’t care what IT says!)

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