A couple comes to check in. Their paperwork shows that they have a reservation for the 17th. Our system shows it being for the 18th. They reserved a room of which there is only one room type in the entire hotel. Tonight it's occupied. Starting the 18th they have that room type.
I acknowledge the mistake, but I offer what solution I can. Unique room has a full fridge and freezer, which the standard rooms just have mini fridges. I offer a temporary solution of allowing them storage in our kitchen freezer for tonight while I check them into a different room.
Nope they want me to move the current guests in the unique room. I tell them it's not happening. The husband counters that he's entitled to that room and I need to move the guests. This goes back and forth.
SCH: Well, we're not leaving until we're able to check into our room.
Me: Fine (sits back down and browses the internet)
It didn't even take long for them to realize that not only am I not willing to budge, I'm unable to budge.
I'm still a bit shaken These people pissed me off. I started to lose my cool during this situation. They eventually settled for my proposed solution.
I acknowledge the mistake, but I offer what solution I can. Unique room has a full fridge and freezer, which the standard rooms just have mini fridges. I offer a temporary solution of allowing them storage in our kitchen freezer for tonight while I check them into a different room.
Nope they want me to move the current guests in the unique room. I tell them it's not happening. The husband counters that he's entitled to that room and I need to move the guests. This goes back and forth.
SCH: Well, we're not leaving until we're able to check into our room.
Me: Fine (sits back down and browses the internet)
It didn't even take long for them to realize that not only am I not willing to budge, I'm unable to budge.
I'm still a bit shaken These people pissed me off. I started to lose my cool during this situation. They eventually settled for my proposed solution.
Comment