Tweet
Tonight's Stories:
(FYI: The 2nd story expanded as I was attempting to document it for you, so it is MUCH longer than I initially thought it would be.)
Only Complaint
I try to greet guests as they pass my desk first thing in the morning. This guy walks past my desk at around 7AM one morning and I ask "How is everything this morning?"
At first he gives an unintelligible grunt, then, just as he is walking out the door he says "I wasn't impressed with breakfast" and leaves.
We have a fairly typical Continental breakfast, nothing too fancy. We do have Waffles when we are busier, however right now we have Bagels, Bread (Wheat and White), Mini Powdered Donuts, Mini Muffins (Blueberry), four different cereals, coffee, tea, and 2 kinds of juice.
We also offer 10% off coupons to a local restaurant should you desire something else for breakfast.
PITA
At ~3AM this morning I had a couple of guests come down to the Lobby. They had checked in at ~10PM and were just NOW complaining about the room (~4 hours after c/i due to DST, for clarity). However, they refused to "go into" exactly what dissatisfied them with the room, just that she wasn't "satisfied".
She kept going on and on about how unhappy she was and that she was a part of a Law Enforcement Family, as if that particular piece of information makes any difference. My GM is currently bar-tending on the nights the Lounge is opened, and was still in the area, and I told him the situation, and he backed me up.
She came down to the desk a second time, and asked to be moved to a different room, which I resisted (claiming the specific room type she wanted was unavailable). She threatened to call her brother, who is with the State Police. My patience with her is worn out, so I blatantly ask, "And what's he going to do?"
PITA: He'll get me into my room, that I paid for.
Me: Well, I'll just remake your key.
(I make the key and hand it to her) and think that's the end of it. She's at the desk a few minutes later, complaining that the key didn't work, and she wants to be moved into a smoking room. I reiterate that I don't have any available, and she says "I don't believe you". I am now done playing the "nice" game, and my GM's pretty much green-lighted me being more abrasive, so I remake the key, and escort them back to their room. The whole way back she is complaining (loudly) that she would like a smoking room. Her Boyfriend/Husband says "just smoke in the room." Which I inform them will get them in trouble. I continually tell her to be quiet, and she keeps alternating between demanding a smoking room, and threatening to sic her brother on us.
I let them into the room, and I get back to the Lobby where I inform the GM of the situation, and basically get his permission to kick them out if they keep causing trouble.
They return to the desk one final time, and demand a refund. I inform them, authoritatively, that there will be no refund, and that she is now welcome to leave the property. She insists on the refund, and threatens to call he brother again.
Me: And what exactly is he going to do? He can't do anything.
PITA: Oh, yes he can. You'll see what he can do.
At this time my GM arrives, and tells her the exact same thing I told her, and she is no more accepting of it than before. My GM actually has me call the State Police to have them escort the problem guest off the property, and I do, but they leave while I am on the phone with them, so I tell them to never mind.
Reservation Error
One of the E-tailers made a reservation, where the rate CRS put in was $2 higher than what they claimed they had booked it for. I changed the rate to the one the E-tailer quoted over the phone.
EXPLOSION
Well, not really. Apparently it looks as though we had a sewage back up in the Ladies room, and there is S
t everywhere. Fun, fun, fun for the maintenance guy in the morning. 
(FYI: The 2nd story expanded as I was attempting to document it for you, so it is MUCH longer than I initially thought it would be.)
Only Complaint
I try to greet guests as they pass my desk first thing in the morning. This guy walks past my desk at around 7AM one morning and I ask "How is everything this morning?"
At first he gives an unintelligible grunt, then, just as he is walking out the door he says "I wasn't impressed with breakfast" and leaves.
We have a fairly typical Continental breakfast, nothing too fancy. We do have Waffles when we are busier, however right now we have Bagels, Bread (Wheat and White), Mini Powdered Donuts, Mini Muffins (Blueberry), four different cereals, coffee, tea, and 2 kinds of juice.
We also offer 10% off coupons to a local restaurant should you desire something else for breakfast.
PITA
At ~3AM this morning I had a couple of guests come down to the Lobby. They had checked in at ~10PM and were just NOW complaining about the room (~4 hours after c/i due to DST, for clarity). However, they refused to "go into" exactly what dissatisfied them with the room, just that she wasn't "satisfied".
She kept going on and on about how unhappy she was and that she was a part of a Law Enforcement Family, as if that particular piece of information makes any difference. My GM is currently bar-tending on the nights the Lounge is opened, and was still in the area, and I told him the situation, and he backed me up.
She came down to the desk a second time, and asked to be moved to a different room, which I resisted (claiming the specific room type she wanted was unavailable). She threatened to call her brother, who is with the State Police. My patience with her is worn out, so I blatantly ask, "And what's he going to do?"
PITA: He'll get me into my room, that I paid for.
Me: Well, I'll just remake your key.
(I make the key and hand it to her) and think that's the end of it. She's at the desk a few minutes later, complaining that the key didn't work, and she wants to be moved into a smoking room. I reiterate that I don't have any available, and she says "I don't believe you". I am now done playing the "nice" game, and my GM's pretty much green-lighted me being more abrasive, so I remake the key, and escort them back to their room. The whole way back she is complaining (loudly) that she would like a smoking room. Her Boyfriend/Husband says "just smoke in the room." Which I inform them will get them in trouble. I continually tell her to be quiet, and she keeps alternating between demanding a smoking room, and threatening to sic her brother on us.
I let them into the room, and I get back to the Lobby where I inform the GM of the situation, and basically get his permission to kick them out if they keep causing trouble.
They return to the desk one final time, and demand a refund. I inform them, authoritatively, that there will be no refund, and that she is now welcome to leave the property. She insists on the refund, and threatens to call he brother again.
Me: And what exactly is he going to do? He can't do anything.
PITA: Oh, yes he can. You'll see what he can do.
At this time my GM arrives, and tells her the exact same thing I told her, and she is no more accepting of it than before. My GM actually has me call the State Police to have them escort the problem guest off the property, and I do, but they leave while I am on the phone with them, so I tell them to never mind.
Reservation Error
One of the E-tailers made a reservation, where the rate CRS put in was $2 higher than what they claimed they had booked it for. I changed the rate to the one the E-tailer quoted over the phone.
EXPLOSION
Well, not really. Apparently it looks as though we had a sewage back up in the Ladies room, and there is S
t everywhere. Fun, fun, fun for the maintenance guy in the morning.
that is all.
Comment