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Pool closure and angry calls

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  • Pool closure and angry calls

    This is part MiM and part CoC, so I'll stick it here.

    We closed our pool today as part of a two-week reno project. Despite the powers-that-be knowing about this since February, they only warned us at the desk a couple days ago and the guests arriving got an email yesterday.

    Yeah. That's....that's some brilliant communication there, guys. Pools are one of those things guests tend to plan on when they book and you just told them the day before their vacation that they won't have one. FML

    Coworker got to be the one to deliver the bad news. She sent out an email, which honestly didn't say much. It was along the lines of "Our pool will be closed during your stay, just so you know." No mention of how guests could cancel without penalty if they changed their minds, or reminder of all the other stuffs The Resort has.

    The thing is, waaay back when GM sent out his last "Hey, look at my pretty email sig, let's all copy it and make it standard" email, this Coworker did just that. In fact, she copied it a bit too well....She copied it and changed it to her name but left the GM's direct phone number on there.

    She left the GM's direct phone line on an email regarding a pool closure sent to guests arriving the next day with a "please contact us if you have any questions" attached.

    I'll let you visualize how that went down, since I'm certain your imagination can play out the scenario better than any words I write could describe it.

    GM was....well he wasn't amused, that's for sure.

    Since it was a real dick move to not tell guests until the day before, and since I have to cope with the fall-out working at the front desk, I can't even muster up sympathy for GM. I consider it karmic justice.
    Knowledge is knowing that a tomato is a fruit. Wisdom is not putting it in a fruit salad.

  • #2
    I agree - Management created the mess, management can darn well explain why to the (understandably) outraged guests.

    Guests should be allowed to cancel without _any_ penalty and management should be the one's to find them new accommodations and pay any cost difference...

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    • #3
      You know, I can't help wondering whether she "forgot" to change the phone number rather than actually forgetting...
      "It is traditional when asking for help or advice to listen to the answers you receive" - RealUnimportant

      Rev that Engine Louder, I Can't Hear How Small Your Dick Is - Jay 2K Winger

      The Darwin Awards The best site to visit to restore your faith in instant karma.

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      • #4
        Ha! Karma! Love it!
        When you start at zero, everything's progress.

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        • #5
          Quoth greek_jester View Post
          You know, I can't help wondering whether she "forgot" to change the phone number rather than actually forgetting...
          Yeah, I think she left the direct line in there on purpose too.
          Osoroshii kangae nimo osoware masu...

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