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I get that we F-ed up, but please be reasonable!

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  • I get that we F-ed up, but please be reasonable!

    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.
    To right the countless wrongs of our days... We shine this light of true redemption, that this place may become as paradise...Oh, what a wonderful world such would be...

  • #2
    I am amazed at the shortsightedness, selfishness, and hypocrisy of these kinds of customers. Their solution is not to reason with you but instead screw another customer who also reserved that room and is just as entitled to it as they are. The only difference between the two is the ones in the room weren't as unlucky to have an incorrect reservation filed.

    And of course they don't care about that other customer you would be kicking out. They only care about themselves, and they probably are too stupid to even know what they're proposing you do.
    Fiancee: We're going to need to do laundry. I'm out of clean pants.
    Me: Sounds like a job for Gravekeeper!
    Fiancee: What?!
    Me: Nevermind.

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    • #3
      Quoth Mr Hero View Post
      A couple comes to check in. ...

      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.
      Cancel their reservation, refund their money (if any) and tell them to take a hike. They need a good slap. The hotel's mistake doesn't entitle them to behave like animals toward the other guest.
      Last edited by EricKei; 08-18-2014, 04:15 PM. Reason: edited quote
      Life: Reality TV for deities. - dalesys

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      • #4
        Why didn't they call to confirm the reservation ahead of time, to prevent crap like this? Oh, right... that's work on their part.
        If I make no sense, I apologize. I'm constantly interrupted by an actual toddler.

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        • #5
          We all know what would happen if THEY were the ones kicked out of a room for some other EW's.
          When you start at zero, everything's progress.

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          • #6
            I've told that to someone when they pulled that same crap on me, MoonCat. Except it went along the lines of :

            Sure, I'll call the people who currently have the unit booked over the holiday and ask them to move their vacation for another week. This of course means I get to call you when someone else requests that I call you to give up that unit for their holiday, right?

            It shut them up quickly.
            "The problem isn't usually that there are stupid people in the world as much as it is that the stupid people like to call or come in and point out how stupid they are to the working public" -Justa

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            • #7
              The couple canceled their remaining nights. They would have been in the correct room tonight for the next 10 nights.
              To right the countless wrongs of our days... We shine this light of true redemption, that this place may become as paradise...Oh, what a wonderful world such would be...

              Comment


              • #8
                Quoth Mr Hero View Post
                The couple canceled their remaining nights. They would have been in the correct room tonight for the next 10 nights.
                You are better off without them.
                Life: Reality TV for deities. - dalesys

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                • #9
                  Quoth Mr Hero View Post
                  The couple canceled their remaining nights.
                  That'll show you!! OTOH, where did they stay after that? Sounds like they may have paid a premium for the last-minute.
                  I'm trying to see things from your point of view, but I can't get my head that far up my keister!

                  Who is John Galt?
                  -Ayn Rand, Atlas Shrugged

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                  • #10
                    Quoth taxguykarl View Post
                    That'll show you!! OTOH, where did they stay after that? Sounds like they may have paid a premium for the last-minute.

                    It's the principal!

                    I hate that phrase, anyone who says that is 90% of the time in the wrong and even when they are right they stopped actually wanting to be reasonable and trying to work on a solution.
                    How was I supposed to know someone was slipping you Birth Control in the food I've been making for you lately?

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                    • #11
                      Quoth mhkohne View Post
                      You are better off without them.
                      quoted for truth
                      "The problem isn't usually that there are stupid people in the world as much as it is that the stupid people like to call or come in and point out how stupid they are to the working public" -Justa

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                      • #12
                        Quoth static
                        Do you not have to pay a percentage of what the room would have cost if you cancel with too little notice?
                        Yeah, we charge 1 night. But they canceled before 4pm of the date of arrival so there was no penalty for them.
                        To right the countless wrongs of our days... We shine this light of true redemption, that this place may become as paradise...Oh, what a wonderful world such would be...

                        Comment


                        • #13
                          Quoth Mr Hero View Post
                          The couple canceled their remaining nights.
                          WELL. They sure showed you!

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                          • #14
                            I had thought from the original post that they were fishing for some kind of discount to go with your way of accommodating them with the fridge access, until you updated that they left. What does that get anyone? That's just a little nuts.
                            Pain and suffering are inevitable...misery is optional.

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                            • #15
                              Talk about cutting off your nose to spite your face.

                              They can't have found someplace better for less at the 11th hour like that.
                              They say that God only gives us what we can handle. Apparently, God thinks I'm a bad ass.

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