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This weekend was just... ridiculous. It was busy (we didn't fill, but still had a lot of walk-ins) and on top of dealing with the idiots, we're getting ready to be inspected.
$20 whole dollars...
Ok I understand being frugal with your money, but this lady was cheap.
She booked an online pre-paid rate which is our cheapest rate, and she booked our cheapest room, and put in the comments she had a dog.
Not all our rooms are pet-friendly, those ones are $10 more. I noticed she was a rewards member and granted her a free upgrade to the pet room before she even arrived, and informed her at check-in. I also told her of the pet fee ($20 per day). She did NOT like that.
Lady: But it's only supposed to be $20 per stay! I am only staying 2 nights.
Me: Our pet policy is $20 per day, it is posted on our website.
Lady: But every other [hotel brand] is only $20 per stay!
Me: Each location is independantly owned, I'm sorry but this is our policy. The housekeepers clean your room both days and make the room acceptable, even if someone without a dog were to stay in there.
Lady: I still don't think its fair!
She finished checking in and ran away, not to heard from or seen until check-out.
Apparently she complained to the assistant manager on desk this morning that her room was flooded with earwigs. When asked why she didn't contact front desk, her excuse was that she was too tired. She wanted the second day's pet fee removed.
Coincidence? Yeah right. Sadly she got what she wanted, only because the line-up begind her was huge and my manager was too busy and tired to argue further. FYI she rarely caves like that she actually has a spine most days.
Complaints!!
- One guy screamed at the assistant manager for 15 minutes saying he was given a double bed instead if a queen.
Fact: we have no double beds, only queens and kings.
Fact: apparently there are 2 sizes of queen beds, however the difference is very subtle. He had the slightly smaller version. We even measured it for him.
Fact: The guy didn't get a discount.
- The club next door was too loud, and we did nothing to fix it.
Fact: We have nothing to do with them, it sucks but thats where the club was built. And they play loud bass.
Fact: Night auditor felt pity on man and actually called them to ask them to turn it down. They did turn it down a little.
Fact: No discount either. Sorry buddy
- Pillows too fluffy
- eggs too rubbery. (They are cold hard-boiled eggs what do you expect? I've had them they aren't THAT bad.)
- Parking is unassigned and someone stole my spot. Not fair.
Brilliant!
Some of our rooms are being deep-cleaned and touched up. A few of these rooms went back on the market today, but the maintainance man failed to tell is that he was lacquering some of the desk-tops.
I checked a guest into one of these rooms, and he called down about 10 minutes after check-in.
He had touched the desk and got lacquer on him. He used our white!! bath towel to wipe it off his hand. Then he used the towel to wipe it off the desk.
He also then tells me we're "doing it wrong" and "why are we even doing this to the desk this is all wrong wtf".
Look buddy who cares what we're doing.Why do you have to tear apart someone else's work? All he had to do was call me after he touched the desk and I would have apologized and moved him. As well, why did he have to use the nice new white bath towels ahhhg!!
I did move him and shut the room down and informed my manager we have idiots afoot.
There was also at least 6 people that complained to me about not being able to park in the courtyard in front of their rooms. I told one angry guy that parking was unassigned in the courtyard, along the side and in the back, and his response was "I'll remember that" in a snarky tone.
Remember what... That he booked a motel without completely secure parking? It's not even like there are a lot of thefts, even near the back. Actually they are quite rare here.
And next weekend is hockey team weekend. Oh joy.
$20 whole dollars...
Ok I understand being frugal with your money, but this lady was cheap.
She booked an online pre-paid rate which is our cheapest rate, and she booked our cheapest room, and put in the comments she had a dog.
Not all our rooms are pet-friendly, those ones are $10 more. I noticed she was a rewards member and granted her a free upgrade to the pet room before she even arrived, and informed her at check-in. I also told her of the pet fee ($20 per day). She did NOT like that.
Lady: But it's only supposed to be $20 per stay! I am only staying 2 nights.
Me: Our pet policy is $20 per day, it is posted on our website.
Lady: But every other [hotel brand] is only $20 per stay!
Me: Each location is independantly owned, I'm sorry but this is our policy. The housekeepers clean your room both days and make the room acceptable, even if someone without a dog were to stay in there.
Lady: I still don't think its fair!
She finished checking in and ran away, not to heard from or seen until check-out.
Apparently she complained to the assistant manager on desk this morning that her room was flooded with earwigs. When asked why she didn't contact front desk, her excuse was that she was too tired. She wanted the second day's pet fee removed.
Coincidence? Yeah right. Sadly she got what she wanted, only because the line-up begind her was huge and my manager was too busy and tired to argue further. FYI she rarely caves like that she actually has a spine most days.
Complaints!!
- One guy screamed at the assistant manager for 15 minutes saying he was given a double bed instead if a queen.
Fact: we have no double beds, only queens and kings.
Fact: apparently there are 2 sizes of queen beds, however the difference is very subtle. He had the slightly smaller version. We even measured it for him.
Fact: The guy didn't get a discount.
- The club next door was too loud, and we did nothing to fix it.
Fact: We have nothing to do with them, it sucks but thats where the club was built. And they play loud bass.
Fact: Night auditor felt pity on man and actually called them to ask them to turn it down. They did turn it down a little.
Fact: No discount either. Sorry buddy
- Pillows too fluffy
- eggs too rubbery. (They are cold hard-boiled eggs what do you expect? I've had them they aren't THAT bad.)
- Parking is unassigned and someone stole my spot. Not fair.
Brilliant!
Some of our rooms are being deep-cleaned and touched up. A few of these rooms went back on the market today, but the maintainance man failed to tell is that he was lacquering some of the desk-tops.
I checked a guest into one of these rooms, and he called down about 10 minutes after check-in.
He had touched the desk and got lacquer on him. He used our white!! bath towel to wipe it off his hand. Then he used the towel to wipe it off the desk.
He also then tells me we're "doing it wrong" and "why are we even doing this to the desk this is all wrong wtf".
Look buddy who cares what we're doing.Why do you have to tear apart someone else's work? All he had to do was call me after he touched the desk and I would have apologized and moved him. As well, why did he have to use the nice new white bath towels ahhhg!!
I did move him and shut the room down and informed my manager we have idiots afoot.
There was also at least 6 people that complained to me about not being able to park in the courtyard in front of their rooms. I told one angry guy that parking was unassigned in the courtyard, along the side and in the back, and his response was "I'll remember that" in a snarky tone.
Remember what... That he booked a motel without completely secure parking? It's not even like there are a lot of thefts, even near the back. Actually they are quite rare here.
And next weekend is hockey team weekend. Oh joy.
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