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  • A mountain out of a mole...

    love when customers do this. Turn nothing into something, something big.

    Yesterday morning, a lady came to use the pool with her kids (she was with 2 other rooms, so 3 rooms total for this group).

    Pool opens at 8:00am, but when the pool chlorine level was checked at 7:15am, it was off (too high). So we shocked the pool to bring the level down. Pool still wasn't ready at 8:00am. So of course, lady is pissed.

    All she hears is that the pool is closed, NOT that the pool will open at 8:15am. Yes, 15 minutes late, the pool WILL OPEN, but 15 minutes late.

    So the lady throws a tantrum. Not the children that were going to use the pool, but this 40 year old lady. She starts with "It's 8:00am and the pool should be open", well thank you captain obvious, but didnt we already go through why the pool is opening late (again, she totally ignoring the fact that the pool is still going to be open, even one of the kids said that it was okay, they can wait.).

    After throwing a fit which involved her wanting to call the 1-800 number to leave a complaint, and wanting to check out, even though her reservation was until today, she went to her room with the kids. 5 minutes later, the pool was open

    She then comes down at 9:45, 45 minutes after breakfast was over. We had a lot of people eating breakfast on Saturday morning, so we didnt close it at 9:00am (why let the food go to waste if people want to eat, right?). When she got down there, along with some of the people from the other rooms they had, we had put most of the stuff away. She wanted some cereal, but the bowls were put away already. Instead of asking for a bowl, she starts yelling "why the hell are there no bowls!". I kindly inform her that breakfast was over 45 minutes ago, thats why, but I will get her a bowl. Of course no thank you or anything. She gets the cereal, adds milk, and now wants a banana also. I told her that we only have a few left, and they have started to brown. She still wanted one. So I go and get the 4 we had left, to allow her to pick. She starts bitching again, "dont you have any that are not brown, good god!". So I repeat kindly, sorry, breakfast was over at 9:00am and this is all we have left. She took one and stormed off. The other people in the group seemed nice, they asked what was left, and took what they could get (thanked us in the process also).

    They never came to the front desk to check out (11am is checkout), but there rooms were vacant and the housekeeping saw them leave. At Noon the bitchy lady returns, apparently she forgot something in the room. She struts in like she owns the place and walks to the room she stayed in. Of course the key no longer works, so what does she do? Comes to the front desk and yells about her key not working. Again, I had to inform her that checkout was an hour ago and the key is expired, furthermore, if she needed to get into the room again, she needs to let us know, otherwise, it is trespassing. She wasnt happy about what I said, but atleast obliged and told me she forgot something. I took her to the room, opened the door, and she retrieved the forgotten item (a robe hung behind the bathroom door).

    She leaves, thank god. But she is not "gone". She complains today, but of course, she makes it out to be more than it was. Her complaint consisted of the following:

    1. Pool was closed and they couldn't swim all morning.
    2. Breakfast was closed EARLY and NO food was offered.
    3. Were not allowed to checkout late, 30 minutes.
    and the best one
    4. THE COPS WERE CALLED WHEN WE RETURNED TO GET SOMETHING WE FORGOT IN THE ROOM!

    I am still fighting with corporate on this one. There are too many lies in her complaint (and she wants a FULL refund for the "suffering" we caused her and her family). I am not excepting this crap as a valid complaint. This is just some bored old lady that has nothing to look forward to in life other than making up lame stories and getting free stays at hotels.

    So how is everyone else's weekend

  • #2
    Please oh please do not do anything to make this lady happy. She is a first class royal lying bitch. Please do not write her a letter of apology.

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    • #3
      Well, it should be easy enough to prove that the cops were not called, at least...just call the cops!

      Why they hell didn't they just go get some breakfast while they were waiting for the pool? Oh, wait, they kids'll drown if they swim right after eating...

      And bananas are ripe when they are yellow with some brown spots. That's when they are at their sweetest.
      I don't go in for ancient wisdom
      I don't believe just 'cause ideas are tenacious
      It means that they're worthy - Tim Minchin, "White Wine in the Sun"

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      • #4
        Unfortunately, I have to write her a letter, or else she could be automatically awarded the refund. It will be a generic letter that I already have typed up, I'll just add her name, Ms. Bitch and its all good

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        • #5
          So she'll get no refund then? Or did they cave on a partial?

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          • #6
            Wouldn't it be fun to strap her to a gurney and sew her mouth shut without first administering anesthesia?

            As for apologies: Sorry you're such a bitchy old bitch!
            The Borg wouldn't know fun if they assimilated an amusement park. -- B'Elanna Torres, Star Trek: Voyager

            Math! Math, my dear boy, is but the lesbian sister of Biology. -- Peter Griffin, Family Guy

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            • #7
              She gets a refund or a partial discount if corporate feels she deserves one. Generally, all we have to do is respond to the guest that we recognize what happened, and thats usually good enough.
              This is a whiny lady, so it is doubtful that she will get anything for her "troubles".

              I already typed the letter and sent it off, and just a few hours ago, she called the 1-800 number again to add some lies to her story. Because of that, the complaint that was closed was now reopened.

              She added that the manager (my Father) was very rude to her and made sexist/derogatory comments like "American women are rude and complain too much". What a load of SHIT! Truth of the matter is that she made a rude comment to my Father about his English and that he should just let "Americans" run the hotel.

              I will probably be getting a call from someone at corporate tomorrow regarding this lady. I do not want this crap on our record, its not a valid complaint and really makes the hotel look bad if its taken as the truth.

              Everyone else having a nice day I hope

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              • #8
                It sounds like my Aunt visited your establishment. If it wasn't her it was her clone. My Aunt gets anything for free just by being the biggest bitch she can be. I hope your customer service department is better than ours or they will just cave so as to not create more of a situation. I for one feel no sympathy for the woman and would like to find someone that does.

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                • #9
                  Quoth slick View Post
                  I am not excepting this crap as a valid complaint.
                  Best of luck with the cow.
                  Quick query, is this another americanism? Over here we call it "accepting". (It's one of the things I love about this site, I pick up so many different words/recipies).

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                  • #10
                    Americanism? I hope not, it was a spelling error. I meant accepting, dont know why I typed excepting, not even the same thing.

                    Sorry for the confusion.

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                    • #11
                      Argh, if they do cave into her, she'll just keep doing it (like how child picks up bad habits), she'll just keep doing it over and over. She'll go to the next major hotel chain and do the same thing . . . I hope those children learn to not be like her when they grow up . . .
                      This area is left blank for a reason.

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                      • #12
                        Quoth BookstoreEscapee View Post
                        And bananas are ripe when they are yellow with some brown spots. That's when they are at their sweetest.
                        My buddy, the Spanish/Portugese professor, tells me a lot of the natives in the banana belt eat them almost black (the skins). The family he was staying with thought yellow bananas had too little taste. I find brown bananas are the best for cooking with, so they might have something there.
                        The Rich keep getting richer because they keep doing what it was that made them rich. Ditto the Poor.
                        "Hy kan tell dey is schmot qvestions, dey is makink my head hurt."
                        Hoc spatio locantur.

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                        • #13
                          Plenty of spots on the bananas - gorgeous! Any green? Forget it - not even close to ripe. Pure yellow? Not ripe enough.

                          I once had a women searching for the greenest bananas she could find.

                          "Do you get indigestion?" I asked.

                          "Why, yes!"

                          "That's why."

                          Rapscallion

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                          • #14
                            Quoth Rapscallion View Post
                            Plenty of spots on the bananas - gorgeous! Any green? Forget it - not even close to ripe. Pure yellow? Not ripe enough.

                            I once had a women searching for the greenest bananas she could find.

                            "Do you get indigestion?" I asked.

                            "Why, yes!"

                            "That's why."

                            Rapscallion
                            Wow, and here all this time I thought I was somehow allergic to whole bananas, but not banana-derived products! Mom always tried to buy bananas with as few spots as possible, and I've avoided them ever since I made the connection, so I haven't eaten 'em on my own. Time to go buy a bunch and check the facts.
                            ...WHY DO YOU TEMPT WHAT LITTLE FAITH IN HUMANITY I HAVE!?! -- Kalga
                            And I want a pony for Christmas but neither of us is getting what we want OK! What you are asking is impossible. -- Wicked Lexi

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                            • #15
                              I can't eat them until they're at least partially brown.

                              Also, slick, good luck with this cow. I hope she gets nothing, and is taught that lying gets you nowhere. What a witch.
                              "In the end I was the mean girl/or somebody's in between girl"~Neko Case

                              “You don't need many words if you already know what you're talking about.” ~William Stafford

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