Teaching Customers Whining Reaps Rewards

[Dentarthurdent]

So this woman calls me yesterday and says she wants a room for three people the next day (today). Right away I tell her we only have a room with one queen bed, and that that won't accomodate three. I start telling her that [other hotel] and [different hotel] have rooms with two queen beds, but she interrupts me and says she only wants to stay at our hotel. I go back and forth with her three times and tell her that a queen bed will not sleep three adults. She is adamant that it will, and books the room. I have to book it as two people, because the system won't even let me book it for three. I put it through and tell her one final time that the room will not sleep three, and that it is not possible for us to put a rollaway bed in that room type at all. I slap copious notes all over her reservation indicating that she was told the room will not sleep three. At no point in my spiel did I mention the words "fire code", though I did say "we can not put rollaways in that type of room at all".

Today she checks in with Coworker, who tells her that a note came up stating that she was told the room will not sleep three people. She explodes and says she was never told, and Coworker basically says "then how would I know you were told?" and is accused of lying. Supervisor is called over. All of this is going on while I'm reeling from a migraine, so I'm kind of out of commission and not really paying attention. Supervisor kisses their asses and gives them a discount on a room with 2 queen beds that has since then come available in one of our other buildings.

I go home and ask my fiance "You ever have one of those customers who makes you so angry you just want to punch them?...In the genitals?..."

The fact that she had potatoes in her ears didn't get to me quite so much as the fact that Supervisor gave them a $200 room for less than they would have been paying for the cabin they originally booked, because they were fucking liars and wouldn't stop bitching.

[barainga]

And this is why they do it. Cause spineless managers let them have what they want.

[MelindaJoy77]

This kind of thing seems to happen more and more often lately. SC's will say "But that other person/cashier/employee/manager let me do it!" And they whine enough that they get what they want most of the time. It's like little kids who whine and then get candy from their parents, so they do it all over again every time they go to the store. Totally disgusts me.

[Sandman]

I would force the manager to give me the same discount if i wanted a night away.