So, it seems like SCs were in force to greet me back from my vacation. Most were just generally tired, cranky travelers, but one stood out.
This woman came in at 9:30pm, and was my third-to-last reservation to come in. By the time she came in, I did not have any extras of her room type. I had two open nonsmoking rooms downstairs, which were only one full-size bed a piece, and a small handful of a variety of smoking rooms upstairs. Everything else downstairs wasn't just booked, it was occupied.
So, when a woman came hobbling into my lobby saying she had a reservation, and the only reservations I had were assigned to upstairs rooms, I quickly sensed it was going to be a problem.
SC: "My name is SC and I have a reservation, and I hope to hell it's downstairs."
Me: "Unfortunately, I am out of queen beds downstairs."
SC: "Oh no, I forgot to ask for downstairs, didn't I?"
Me: "There's no request on the reservation for downstairs. I do have a handicapped room downstairs, but it only has one full size bed in it." *aside: SC's res was for two people*
SC: "That won't do."
Me: "That's all I have downstairs."
SC: "I assume you have elevators though, correct?"
Me: "I'm sorry, we do not have elevators."
SC: "I can't handle stairs! Well, let me go ask him." *goes out to confer with her husband* "We will have to take the upstairs room."
Me: *starts check-in procedures*
SC: "I assume you have good security? Because we won't be able to take much from our car since we can't go upstairs. I'm disabled."
Me: "We don't have security, but in the seven years I've worked here we haven't had any car prowls."
SC: *sees room is in the middle of the motel, not near the stairs* "It's so far from the stairs!"
Me: "Unfortunately, you are the third-to-last reservation I have, and I'm full. I don't have any other room to move you to."
SC: "The stairs are just so hard! This is going to be hard for us!" *as if whining about it would magically make a downstairs room appear*
Me: "If you had made the request when you booked it, then we could have preassigned a room downstairs, but unfortunately they are all full..."
SC: *interrupting* "Well I booked two days ago, and I didn't think it would be a problem!"
Me: "We've been filling every night, and so..."
SC: "What does that have to do with it? I booked two days ago!"
Me: "And if you had requested downstairs back then, you could have gotten it, but right now it's too late, as we've filled all those rooms by now."
SC: "I hope you know it's going to be very hard for us to use the stairs! I'm disabled! I booked this two days ago! This is ridiculous!"
Lather, rinse, repeat, until I finally got her out the door.
I love how she initially acknowledged that she had forgotten the request, and that somehow "booked two days ago" equals "psychically know customer is disabled and needs ground floor".
This woman came in at 9:30pm, and was my third-to-last reservation to come in. By the time she came in, I did not have any extras of her room type. I had two open nonsmoking rooms downstairs, which were only one full-size bed a piece, and a small handful of a variety of smoking rooms upstairs. Everything else downstairs wasn't just booked, it was occupied.
So, when a woman came hobbling into my lobby saying she had a reservation, and the only reservations I had were assigned to upstairs rooms, I quickly sensed it was going to be a problem.
SC: "My name is SC and I have a reservation, and I hope to hell it's downstairs."
Me: "Unfortunately, I am out of queen beds downstairs."
SC: "Oh no, I forgot to ask for downstairs, didn't I?"
Me: "There's no request on the reservation for downstairs. I do have a handicapped room downstairs, but it only has one full size bed in it." *aside: SC's res was for two people*
SC: "That won't do."
Me: "That's all I have downstairs."
SC: "I assume you have elevators though, correct?"
Me: "I'm sorry, we do not have elevators."
SC: "I can't handle stairs! Well, let me go ask him." *goes out to confer with her husband* "We will have to take the upstairs room."
Me: *starts check-in procedures*
SC: "I assume you have good security? Because we won't be able to take much from our car since we can't go upstairs. I'm disabled."
Me: "We don't have security, but in the seven years I've worked here we haven't had any car prowls."
SC: *sees room is in the middle of the motel, not near the stairs* "It's so far from the stairs!"
Me: "Unfortunately, you are the third-to-last reservation I have, and I'm full. I don't have any other room to move you to."
SC: "The stairs are just so hard! This is going to be hard for us!" *as if whining about it would magically make a downstairs room appear*
Me: "If you had made the request when you booked it, then we could have preassigned a room downstairs, but unfortunately they are all full..."
SC: *interrupting* "Well I booked two days ago, and I didn't think it would be a problem!"
Me: "We've been filling every night, and so..."
SC: "What does that have to do with it? I booked two days ago!"
Me: "And if you had requested downstairs back then, you could have gotten it, but right now it's too late, as we've filled all those rooms by now."
SC: "I hope you know it's going to be very hard for us to use the stairs! I'm disabled! I booked this two days ago! This is ridiculous!"
Lather, rinse, repeat, until I finally got her out the door.
I love how she initially acknowledged that she had forgotten the request, and that somehow "booked two days ago" equals "psychically know customer is disabled and needs ground floor".
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