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We Have No Room For Jerks Here

, , , , | Right | CREDIT: Coonfox | March 29, 2022

The health crisis and related issues have kind of kicked our hotel’s a**. We’re running on a skeleton crew, and even though we’ve had new hires, they just don’t last. Stress is running high.

Today, a guest called to add some information to his reservation. I happened to notice an in-house note that the card on file was declining, so I asked if he would be willing to update that information. He gave three different cards, and all of them declined.

I tried suggesting that maybe his bank was blocking transactions due to them not being in his usual spending area. I tried asking if I might have misheard him on the numbers. I tried anything remotely plausible.

Guest: “No, it’s your system. It’s broken. It can’t possibly be my cards.”

Again, I tried to explain what could be the cause, but he was getting increasingly agitated and was having none of it, saying things like:

Guest: “No! I know what I’m talking about! I’ve worked with credit card systems like yours for years!”

Finally, I had just had enough, said goodbye, and hung up. But unfortunately, that was not the end of the discussion, as he called back not even five minutes later.

Guest: “You were so rude to me just now! We’ll be having a sit-down together with the district manager about this!”

I didn’t even bother hiding my disdain this time as I, again, said goodbye and hung up. And then, he called back again! This time, I didn’t even let him talk — thank you, caller ID.

I felt a broken sort of joy (that’s the best way I can describe it) as I called the third party he’d booked through and told them that we would not be honoring this man’s reservations, both due to a non-valid method of payment and his excessive rudeness.

I’m not paid to be somebody’s punching bag — though, with the way my stomach feels right now, I think he landed a few gut-shots anyway.

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