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Last night first thing when I came to work at 11PM my CW was telling me about this lady they had been dealing with all evening. She had a reservation and at 4pm they tried to authorize her credit card and it was declined. So they called her and she gave them another card that was declined, but she said she would be there and could they please hold the room. They made sure she knew that she would have to check in with a valid credit card and she said okay, and then started complaining about the rate was higher than she was quoted and she had an email to prove it. They just told her to bring the email and that they would hold the room for her.
So lucky me she doesn't check in till my shift and she brought her Dad in to give me a credit card for a deposit but she is going to pay cash. Then she starts in with the rate stuff and I'm trying to help her with that, then she just very rudely tells me I need to hurry up and take her Dad's credit card because he has a 2 hour drive.
She then goes to the lobby computer and pulls up her email confirmation, and it was for the right rate for that room. The rate was $144 and she thought it should be $107. She has reserved it for 2 nights but just paid for the first since she hadn't budgeted for that, she'll decide later if she wants the second night.
She also ask about where it said on the email something about "5 people with an extra bed" and I told her that meant that that room could hold 5 people, but I showed that she was registering for 1 adult and 2 children and that's all she was being charged for.
So she finally gets checked in and goes to her room. A little bit later a man and 2 teenage girls come in looking for her and he says he's her husband, which means she's actually going to have 6 people in the room.
They ask me to ring the room multiple time and their is no answer. Finally the mother comes back and it's about 2:30AM now and she can't get in the room because she went to go shop at Walmart and left the 2 little boys (ages about 8 and 9) in the room alone and they put the dead bolt on and fell fast asleep. So she's banging on the door and yelling and going outside and banging on the window, not waking up the kids but waking up a lot of other guest.
So I use the emergency key to over ride the dead bolt, but they have the swing lock on too. We have a tool to use to open that but I've never been able to get it to work. Anyway one of the boys is sleeping on the sofa bed about 3 feet from the door, and even with her yelling through the partially opened door he's not waking up. So I go get a broom and she sticks it in there and pokes him until he wakes up and comes opens the door.
The lady never does say thank you, or sorry about the problems or anything.
Then about 6AM the husband comes down to get breakfast and he spills orange juice all over the floor and counter. My breakfast person doesn't come in until 7 so I had the fun of cleaning that up.
And just as I was finishing that up she calls down to the desk and rudely demands I bring them 5 more towels. She answered the door in her bra.
I just felt like I spent my whole shift dealing with that one damn room. I just hope they don't stay the second night.
So lucky me she doesn't check in till my shift and she brought her Dad in to give me a credit card for a deposit but she is going to pay cash. Then she starts in with the rate stuff and I'm trying to help her with that, then she just very rudely tells me I need to hurry up and take her Dad's credit card because he has a 2 hour drive.
She then goes to the lobby computer and pulls up her email confirmation, and it was for the right rate for that room. The rate was $144 and she thought it should be $107. She has reserved it for 2 nights but just paid for the first since she hadn't budgeted for that, she'll decide later if she wants the second night.
She also ask about where it said on the email something about "5 people with an extra bed" and I told her that meant that that room could hold 5 people, but I showed that she was registering for 1 adult and 2 children and that's all she was being charged for.
So she finally gets checked in and goes to her room. A little bit later a man and 2 teenage girls come in looking for her and he says he's her husband, which means she's actually going to have 6 people in the room.
They ask me to ring the room multiple time and their is no answer. Finally the mother comes back and it's about 2:30AM now and she can't get in the room because she went to go shop at Walmart and left the 2 little boys (ages about 8 and 9) in the room alone and they put the dead bolt on and fell fast asleep. So she's banging on the door and yelling and going outside and banging on the window, not waking up the kids but waking up a lot of other guest.
So I use the emergency key to over ride the dead bolt, but they have the swing lock on too. We have a tool to use to open that but I've never been able to get it to work. Anyway one of the boys is sleeping on the sofa bed about 3 feet from the door, and even with her yelling through the partially opened door he's not waking up. So I go get a broom and she sticks it in there and pokes him until he wakes up and comes opens the door.
The lady never does say thank you, or sorry about the problems or anything.
Then about 6AM the husband comes down to get breakfast and he spills orange juice all over the floor and counter. My breakfast person doesn't come in until 7 so I had the fun of cleaning that up.
And just as I was finishing that up she calls down to the desk and rudely demands I bring them 5 more towels. She answered the door in her bra.
I just felt like I spent my whole shift dealing with that one damn room. I just hope they don't stay the second night.
WOW. Just... Wow. What a whole lot of suck!
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